Help how can I get a refund?

Chatt444

In February 2014 Paid £2500 for 2 seater & 3 seater sofas. 2 seater damaged on delivery, motor in 3 seater went within 24 hrs. Now 3 seater is falling apart. Customer Service team have ignored letter & email. I paid deposit £268 on credit card, balance is "buy now pay August" credit agreement. I want a full refund, sofas are not fit for purpose, recliner has a design fault. What can I do?

pinkshoes

Where did you but them from?

As you paid some on your credit card, the hopefully they are also responsible.

What did your letter say exactly? What did you ask for?

Chatt444

SCS. The letter was 3 pages long listing every problem. I also pointed out days lost from work waiting for upholsterers and telephone calls costing money. A technician from SCS has written a report of requirements for repair which involves new mechanism & leather seating and would take 4-5 hours to install. They can't guarantee a colour match either. I asked for refund of deposit, credit agreement cancelling and furniture collecting.

bod1467

BNPL is also credit ... so you have 2 lots of credit facilities to pursue Section 75 if SCS don't play ball.

How long ago did you receive the sofas? (Depending on whether you may be deemed to have "accepted" the goods then the retailer only needs to provide a remedy - whilst you can request a specific remedy they are free to reject this request if it is disproportionately costly. Effectively this means the retailer gets to choose - if they are offering a repair then they may be seen as complying with their SOGA liabilities).

http://sogahub.tradingstandards.gov.uk/explained

Chatt444

Hi Bod1467
The sofas were delivered on 14th February 2014. 2 seater had a tear on delivery, they have ordered (but not delivered a replacement). 3 seater has had a new motor which took 10 days for replacement. On 2nd May noticed mechanism has cut through the bottom cushions of seat & footrest panels. They can't guarantee colour match for new panels. They no longer stock the style either. It's a definite design fault, as without modification the mechanism will do the same to the repair. It's very frustrating, getting through to them is difficult. Twice I have been told not to use the sofas until fixed.