We'd like to remind Forumites to please avoid political debate on the Forum... Read More »
SCS sent me the wrong colour sofa twice
silentbob33
Posts: 12 Forumite
Hello,
I am looking for some advice as I don’t know my rights or how to proceed. I seem to be banging my head against a wall with SCS.
My wife purchased a sofa and carpet from SCS in January, the carpet was fitted with no problems at all. The sofa arrived in March and was completely the wrong colour. My wife visited the store on the day of delivery to explain the problem after they didn’t return our phone calls. They of course apologised and re-ordered the sofa explaining it would be another 12 weeks. At this time the store manager sat with my wife and re-confirmed the colours. My wife took a photo of the 2 colours the sofa should be. The manager said we could keep the original sofa until the new one arrived.
2 weeks ago the new sofa arrived and again it was the wrong colour, this time we refused delivery and the deliverers took it via the store for them to check. The store advised it was the right colour. My wife visited the store again and they showed her the colour swatches they claim we chose but they were different to what my wife chose. The store is adamant they can’t be and that the delivery is correct. On the order form the colours are listed as putty and brown and there are no codes to indicate the colours. My wife believes the swatches she has been shown previously are different to what she was shown when she visited after the second sofa was delivered. On the SCS website each colour you can chose has a code but these aren’t used on the order form. During the two weeks since the second sofa was delivered the manager of the store has been on holiday so we haven’t been able to speak to him.
During this time my wife has visited the store numerous times and on one of these occasions she spoke to someone who said they were in charge and my wife finally got them to agree to refund us and pick up the first sofa. Nothing happened. We then contacted them again and got someone else who said they were now dealing with it and would call us back by the weekend (21/06/14) but again nothing. I reached out to SCS’s twitter account and got a phone call from the manager who advised he hadn’t seen the sofa and needed to check the swatches against it. I explained they would match but this was not the colour my wife ordered but he dismissed that and said he would check on Wednesday (tomorrow). Yesterday evening my wife went into the store again and spoke to the manager and advised him that she had had agreement from a store employee to cancel the whole thing. The manager disagreed stating this would not of happened. She also advised him that the colour she picked did not match the swatches he was now showing her. He advised these are the only swatches for that manufacturer.
I emailed the manger last night stating I wanted a full refund for the sofa and the first one to be picked up. He advised he would only make that decision after seeing the sofa on Wednesday and then would be in contact within 7 days (this is after he said he would phone me straight after viewing the sofa on Wednesday).
So we are now nearly 7 months since we made the order, we have visited and phoned the store numerous times and had outright lies told to us. I know he will see the sofa and say the colours match even though we explained the swatches he is looking at are not what my wife picked from and she has a photo. What can I do? Please help?
I am looking for some advice as I don’t know my rights or how to proceed. I seem to be banging my head against a wall with SCS.
My wife purchased a sofa and carpet from SCS in January, the carpet was fitted with no problems at all. The sofa arrived in March and was completely the wrong colour. My wife visited the store on the day of delivery to explain the problem after they didn’t return our phone calls. They of course apologised and re-ordered the sofa explaining it would be another 12 weeks. At this time the store manager sat with my wife and re-confirmed the colours. My wife took a photo of the 2 colours the sofa should be. The manager said we could keep the original sofa until the new one arrived.
2 weeks ago the new sofa arrived and again it was the wrong colour, this time we refused delivery and the deliverers took it via the store for them to check. The store advised it was the right colour. My wife visited the store again and they showed her the colour swatches they claim we chose but they were different to what my wife chose. The store is adamant they can’t be and that the delivery is correct. On the order form the colours are listed as putty and brown and there are no codes to indicate the colours. My wife believes the swatches she has been shown previously are different to what she was shown when she visited after the second sofa was delivered. On the SCS website each colour you can chose has a code but these aren’t used on the order form. During the two weeks since the second sofa was delivered the manager of the store has been on holiday so we haven’t been able to speak to him.
During this time my wife has visited the store numerous times and on one of these occasions she spoke to someone who said they were in charge and my wife finally got them to agree to refund us and pick up the first sofa. Nothing happened. We then contacted them again and got someone else who said they were now dealing with it and would call us back by the weekend (21/06/14) but again nothing. I reached out to SCS’s twitter account and got a phone call from the manager who advised he hadn’t seen the sofa and needed to check the swatches against it. I explained they would match but this was not the colour my wife ordered but he dismissed that and said he would check on Wednesday (tomorrow). Yesterday evening my wife went into the store again and spoke to the manager and advised him that she had had agreement from a store employee to cancel the whole thing. The manager disagreed stating this would not of happened. She also advised him that the colour she picked did not match the swatches he was now showing her. He advised these are the only swatches for that manufacturer.
I emailed the manger last night stating I wanted a full refund for the sofa and the first one to be picked up. He advised he would only make that decision after seeing the sofa on Wednesday and then would be in contact within 7 days (this is after he said he would phone me straight after viewing the sofa on Wednesday).
So we are now nearly 7 months since we made the order, we have visited and phoned the store numerous times and had outright lies told to us. I know he will see the sofa and say the colours match even though we explained the swatches he is looking at are not what my wife picked from and she has a photo. What can I do? Please help?
0
Comments
-
This is a difficult one. What did your wife take a picture of - the swatches, or a made up sofa? Do these swatches still exist - has the book changed, could they be from a different manufacturers book? I'm wondering if it would be worth visiting another store as new customers and trying to find the same swatches.
How different is the colour, could it be the same one but it looks different in natural light, or is it entirely different?0 -
She took a picture of the swatches. The swatch they presented her with yesterday has different colors. It could of been a different manufacturers book but no way of telling now. Its similar but definatley different.0
-
Is the new wrong colour the same as the old wrong colour?0
-
its a 2 colour sofa, one colour is correct the other is extremely similar to the old wrong colour0
-
Ethan, you must have the permission of the forum team before posting on the forum. Please contact them before posting further.0
This discussion has been closed.
Confirm your email address to Create Threads and Reply
Categories
- All Categories
- 350.2K Banking & Borrowing
- 252.8K Reduce Debt & Boost Income
- 453.2K Spending & Discounts
- 243.2K Work, Benefits & Business
- 597.6K Mortgages, Homes & Bills
- 176.5K Life & Family
- 256.2K Travel & Transport
- 1.5M Hobbies & Leisure
- 16.1K Discuss & Feedback
- 37.6K Read-Only Boards