Furniture Village Debacle

chrisbell_84

Hi All,

I wanted to get your opinion on how I should be compensated by Furniture Village for the lies they have been telling me. Here is a rundown -:

- Put sofa on order, paid deposit but was placed on hold as we were waiting to exchange on new property. This was on 25th May.
- Called them on 28th May to release the order with manufactuar, estimated delivery was 7 weeks
- I called just before 7 weeks asking about status of order, they said there had been a delay and won't be with FV until end of July
- I call again 30th July and get told it should be with them in the next 2 days
- I hear nothing from them still, so I call again on 3rd August, they tell me they will call the supplier and call me back, no call back
- I have to call again 29th July, they still haven't heard from supplier FV will chase them again
- Still no call from them on so I call again on 4 August, still no feedback, but will call me back with update that day, no call received again
- I then call 9th August just saying 'I will cancel the order if I don't find out what is really going on today'
- Low and behold they call me back saying the following

They never released the order to manufactuar when I called on 28th May. Only realised their error when I called just before the 7 weeks delivery lead time. But instead of telling me the trust, I was systematically lied to over and over again just trying to bide them more time.

I then was expecting the General Manager of the store to call me twice and subsequently had to chase him 2 days in a row to finally get a call this Saturday gone.

I am more angry about being lied too, he offered me a 10% discount and said if I don't like that then I can cancel the order as usually the max they givce is 5% of delayed orders. I pointed out this applies to manuafactuar issues, not incompetance of FV staff.

So I am now waiting for a call back from the Area Manager of FV to discuss how I should be compensated and let me know what has happened.

John Lewis offered me a 30% discount when I purchased my last sofa for having a tear in the underlining, so I have informed him that I would expect this as a minimum but based on my shoddy treatment 50% is more appropriate.

If anyone has had similar experiences I would be kene to hear them. Oh and 5 mins until the Regional Managers deadline is up... I am not hopeful.

Thanks

Chris

maninthestreet

Was any of this communication in writing? You can ask for a 50% discount, but they are not obliged to agree to doing that.

marliepanda

30% for a damaged sofa is fair enough.

50% for an annoying human error is ridiculous.

chrisbell_84

True, I am not sure I expect 50% but I want to aim high at least, then they can knock me down. None of this is in writing.

bod1467

If it isn't in writing (or recorded) then it didn't happen - at least you have no evidence of it anyway.

marliepanda

Until you know what the delay is going to be it's hard to quantify. They may rush it through, it may only be a month late.