SCS not responding to my complaint

mad_hen

Can anyone advise me on how I can get SCS to respond to my complaint or go foreward. Having read some of the threads trading standards do not appear to have much success either.
Following damage to my floor due to a faulty foot of a settee in March , I am still trying to get the money owed for the repair. despite numerous phone calls and being told the claim had been authorised (finally two weeks ago) I am still waiting. I have emailed their customer service team twice following numerous phone calls to their after care service without success... in fact have not even had my emails acknowledged.

Valli

Send them a letter before action requesting the money is paid within, say, 14 days and tell them that if they fail to pay you WILL escalate to small claims when the amount will increase to cover the cost of bringing the claim.

Google money claim online for more information about how to bring a claim in the small claims court

scssofas

Hi Mad Hen,

This is ScS Sofas' Social Media Team. I'm sorry to hear that you've been struggling to get in touch, but please don't take this as a reflection of our commitment to customers. Customer satisfaction is at the heart of our business. Could you provide us with your email address and I'll make sure that this gets chased up by our Customer Care department. Thanks.

Valli

But, as commited to customers as you claim to be, you can't read the rules of a forum you have signed up to.

daytona0

Valli wrote: »

But, as commited to customers as you claim to be, you can't read the rules of a forum you have signed up to.

How does not reading the rules affect their customer service? If anything it enhances their customer service as they are breaking the rules to help OP (or they replied to minimise the negative exposure)

ThumbRemote

scssofas wrote: »

I'm sorry to hear that you've been struggling to get in touch, but please don't take this as a reflection of our commitment to customers.

How exactly should they take it then?

They haven't struggled to get in touch; SCS haven't bothered to reply. The fault lies with SCS not the OP.

Shelldean

daytona0 wrote: »

How does not reading the rules affect their customer service? If anything it enhances their customer service as they are breaking the rules to help OP (or they replied to minimise the negative exposure)

To post on behalf of a company you need to get permission from MSE. otherwise the post will be removed.
Also without verification by MSE anyone could say they're a company and request personal details.

Valli

daytona0 wrote: »

How does not reading the rules affect their customer service? If anything it enhances their customer service as they are breaking the rules to help OP (or they replied to minimise the negative exposure)

And how is replying on a thread the same as giving customer service?

They've ignored OP thus far!

And who's to say they ARE who they claim to be?