HELP - ScS customer service is leaving me lost and very upset.

Miss_Luxy

I need some urgent advice please. I ordered a carpet through SCS which was fitted at the weekend by my own chosen carpet fitters. When the fitters were checking the rooms (there were four to be fitted), they realised that one of the carpets was the wrong size. I called the store and spoke to the manager there who was the man who placed the order. The Manager of the Dartford store told me that it wasn't their fault due to the following reasons:

1) I messed around with the order (Actually, I cancelled the order because they told me they would sell the carpet at one price and actually processed it at a higher price and wouldn't match the price they originally agreed so on principle I cancelled but went back because I still wanted the carpet and couldn't find anything else similar. The room sizes etc were still exactly the same so they used the previous order)

2) I didn't use their own carpet fitters (regardless of who fitted the carpets, the carpet was mis-measured)

3) I didn't have their floor plan (again, wouldn't have made any difference, the carpet was too small)

4) It's my fault because I signed their surveyors measurements off (errrrrrrrr, why wouldn't I, I am not a surveyor and expect them to know their own job)

Basically, they wouldn't accept any responsibility. The Manager actually said "our surveyors are qualified and they would have used something called a tape measure" - As you can imagine, I took offence and lost my temper to which he hung up on me.

I then spoke to the customer service number, I informed her of how poorly I had been treated that the only way that carpet would fit is if the pile was turned in the incorrect direction and I had a join in the carpet which I didn't agree to and that I needed to find a solution as I had furniture being delivered the following day and everything is on a tight timescale). The lady told me that if I wanted to, I could fit the carpet and put a join in it and in the meantime they would order the correct carpet and arrange to have it fitted for me. I told her I wasn't prepared to do that unless they emailed confirmation that they would definitely replace the carpet and she said she would need to get the regional manager to call me back. He never called back, in fact, I called twice since that call and he still never called back. Another lady from the customer service team called the Dartford store and another person from the store called me and again blamed me and wouldn't take any responsibility or help me find a solution, he just said, it was what I ordered. I asked him to speak to my carpet fitter as it's his job and can explain clearer than me why the measurements are wrong. A few minutes into my carpet fitters conversation with the representative from SCS, my carpet fitter had lost his temper because SCS were accusing him or not being able to do his job and spoke to him in the same tone they spoke to me. My carpet fitter told him to get one of their surveyors back to my property to show him how the carpet would fit the room. SCS said they would not have anyone available for a couple of days. In the end, my carpet fitters took pictures of the room with a tape measure clearly showing the size of the rooms and agreed to come to SCS with me. SCS had the plan that the surveyor had drawn and it clearly showed that their surveyor had marked the room as being 2.8 meters instead of 3.8. The carpet fitter asked him to confirm that the surveyor had indeed made and error and finally he agreed, although didn't apologise. Did we find a solution, No and furthermore, I have spoken to Head Office who have been just as rude as the store. I was told the conversations were recorded and asked for copies of them because I was going to see if Watchdog would air them but now they are telling me that the calls were not recorded. What I don't understand is that now they know they are in the wrong, why am I still being treated as if I'm something awful they have stepped in and what can I do about it, they have made me feel physically sick the last few days - not only that, I had to cancel my furniture being moved and stuck wondering what to do about my holiday booked next week to decorate the house I'm currently living in that needs to be rented out (I cannot decorate because it's full of furniture which should have been delivered to the new property on Tuesday).... help, help, help, help, help and why is customer service so terrible and when did it become acceptable to have to accept being spoken to is such an awful way.

tomtontom

Now they have acknowledged they made the mistake, what have they said they will do?

Feeling_Blue

Not the first thread on poor SCS customer service I'm afraid. If they have measured it wrong, the onus is on them. Otherwise they may as well get rid of their estimators and let us do it ourselves.
Keep persevering and even mention the sale of goods act. It would state that the fault is with them and it is up to them to make good the error.

Stoke

Haven't SCS been on Watchdog for !!!! customer support?

Miss_Luxy

They have agreed to replace carpet, however, cannot guarantee the colour would be the same and have offered £100 compensation. However, first of all, my carpet fitters will charge another £60 to fit the carpet and I paid them £50 the other day because they had to come to SCS with me because SCS wouldn't accept that they had made an error. £100 might sound fair but their error has cost me a lot more than that and is affecting me being able to move my furniture etc. A man from Head Office called yesterday saying that I had taken their paperwork and refused to return it (I tried to tell him that I hadn't refused to return it, I was going to take a photocopy and then return it to the store), however, he screamed down the phone at me and wouldn't let me speak - I work in an office and four people that were sitting near me were shocked at the phone call and said they couldn't believe how calm I stayed and that I should get copies of the recordings. I spoke to my mobile phone provider who have said they can give me copies if I take it through a legal route (those phone calls are proof of the disgusting way I (and my carpet fitter) were spoken to and also confirm that I was given approval to fit the mis-measured carpet with a join until they were able to get a new carpet to me, which I said I wouldn't do unless they put it in writing to me and because the regional manager didn't call me back, we called them and they asked if I had cut the carpet at all because they couldn't offer any assistance if we had done so (thankfully, we had the sense to know that if we fitted it, they would then say we accepted the error)..... It's hard for me to put it all on here because if they hadn't been so rude to me, I would have been more accepting of mistakes but because of how rude they have been, I don't feel that the £100 is acceptable because it's costing more than that and they STILL have not apologised for the way they have dealt with me..... so therefore, why should I be out of pocket?!?!?! - I am still in absolute disbelief at the whole situation.

Miss_Luxy

Stoke wrote: »

Haven't SCS been on Watchdog for !!!! customer support?

I don't know but I am honestly looking into getting copies of those phone calls (SCS said they were recorded and then said that only the ones to the central number were recorded, not the store calls). I have said I want copies of the central calls I made and have spoken to my mobile phone provider to find out how I get copies of the calls which took place on my phone (thankfully, they have confirmed they can give me copies).... now I want everyone to hear how they treat people and I want them to sort my carpet out, pay my carpet fitters the money I have paid them and then pay me for now having to change all my plans to move into my new house!!!!!!

Helix

I think your phone provider is mistaken, they can't provide you with recordings. They may be able to provide call logs which say when you made and call and who you made it to.