SCS help :(

Butterworth

My 94 year old nan brought a G Plan suit from your leicester Fosse Park branch. My nan is convinced that the suit she sat on, in the shop isn't the one which was delivered. On the day of delivery she voiced her concerns but the delivery driver didn't help and unfortunate we were away and couldn't do anything until we returned. Not only is my nan unable to sit in the power recliner because she slips out onto the floor but we can't plug in the chair because it isn't close enough to a plug socket (without risk of tripping) to plug it in either. I'm frustrated for her because a chair which cost well over £1000 is sat in the corner unused. Also the gentleman which sold the sofa didn't tell my nan that a £700 cleaning product/insurance was also added to the bill! I feel that the 5% goodwill gesture is far short of customer aftercare.

bris

You will need to check the order form with the model delivered to confirm whether it's correct or not, the paperwork will be the only way to prove it's the wrong chair.


The plug socket is not SCS's fault so you have no complaint there.


The insurance will also be on the bill which she would have had to sign, now I know people are going to say but she's 94 and you have my sympathy but legally unless you can prove the salesman hid this from her then there is not a lot you can do about it.


The insurance should be cancellable, check the details and time limits to see if it can be cancelled or not.


What exactly is the 5% goodwill for, have they admitted they are in the wrong in any way?

wealdroam

Butterworth wrote: »

My 94 year old nan brought a G Plan suit from your leicester Fosse Park branch. My nan is convinced that the suit she sat on, in the shop isn't the one which was delivered. On the day of delivery she voiced her concerns but the delivery driver didn't help and unfortunate we were away and couldn't do anything until we returned. Not only is my nan unable to sit in the power recliner because she slips out onto the floor but we can't plug in the chair because it isn't close enough to a plug socket (without risk of tripping) to plug it in either. I'm frustrated for her because a chair which cost well over £1000 is sat in the corner unused. Also the gentleman which sold the sofa didn't tell my nan that a £700 cleaning product/insurance was also added to the bill! I feel that the 5% goodwill gesture is far short of customer aftercare.

Hello Butterworth, welcome to the forums.

Why you think that it is SCS's problem that the power socket is too far away from the chair?
You probably have (at least) three choices here:
1) move the chair nearer the socket,
2) use an extension lead,
3) get someone to fit a longer lead to the chair.

If your nan knew nothing about the £700 cleaning thing, why did she pay for it?

If you and your nan are convinced that the products supplied are not those that were ordered, then SCS need to be told that.
SCS will I am sure want to know how you have decided that, but once everyone agrees that the wrong goods have been supplied I am sure SCS will put things right.

Butterworth

Sorry I should have said she purchased a suite. We are not talking. Just over £1K we are talking near on £5K paid in cash. This is why I'm frustrated because they don't care. I goodwill gesture was because my nan went down to the shop with my brother and made a complaint. The gentleman brushed it off and said she could have a goodwill of 5% to spend in store on another suite. I mean, what was he thinking? Oh look I shafted her before I can do it again. My reason for bringing this up is...if you had ordered a suite that wasn't the right one..would you have taken it..no? Well my nan didn't have a choice the man said it was tough and that is what she had paid for. I do hope you can understand where I'm coming from.

Poppie68

Firstly have you checked the order form and delivery note,are they correct? Is the suite on there the one she says she ordered. Did you brother check these against the suite in the showroom that your Nan says she ordered.