Purchase Issue

Thehighlander_2

A colleague of mine has purchased some furniture from a well known local company.

His partner picked the colour of the goods and when they came the colour was slightly different to what she thought it would be.

They took the goods back to the shop and were refused a refund which is fair enough but then the manager decided he would exchange the furniture for another colour which is what they wanted.

This was 7 weeks ago.

He has called a few times and been given attitude on the phone from the worker. He couldn't give him a specific date of when the furniture would come and was being very awkward and rude.

The company are being very unprofessional, my colleague is aware he was at fault for ordering the incorrect furniture but they then agreed to sort it.

My colleague has asked for a refund completely and now they are refusing to give them anything.

Has anyone got any advice for him?

InsideInsurance

As its local presumably they bought it in store?

How long did the original take to turn up? How long do they advertise delivery to be? Often furniture is made to order even when its set specifications and so waits do tend to be 2-3 months

Thehighlander_2

Thanks for the fast response.

"He has told me the furniture he bought originally was in store and they just took him home so not ordered in, but they refused to refund it. No packaging was taken off it or anything like that"



Yes it was a local company they have 2 branches locally.

He was advised the new furniture would only be a few weeks and its now been over 7 and they the gentleman he has called in the store has given NO estimation.

He then said some of the furniture has arrived in the other store about 20miles away and he would call him Friday just passed to arrange delivery and they never called.

Thehighlander_2

I have advised him to go to CAB and see what they say.

He is on the phone to them just now.

InsideInsurance

Assuming its wood its a natural product and so some variation in colour is to be expected. Of cause different lighting will also impact the colour. Its therefore hard to say if the colour is different enough to be able to reject the goods as not as described under SOGA or if it was within reasonable tolerances.

Assuming it is within tolerance then you are simply down to the contractual returns/ exchange rights as the order was started instore.

To the length of time for the replacement. As I said, furniture is often in months not days but again that would come down also to contracts. Does it give a timescale?

Personally, get a friend to call and pretend that they want to buy the same thing and see how long the store says. Evidently salemen are well known for under playing the wait to get the sale but it is at least a ballpark