SofaWorld issues

Gidoloi

We purchased a Sofaworld suite back in March. We bought it on Hitachi interest Free credit and then paid that off in full on a credit card before the 6 months ran out (then paid the credit card off). Back in May we discovered a fault. The seam on the cushions hadn't been doubled over and was consequently falling apart. We had a couple of months delay before they appointed a technician and it took until September 1st before he came out to confirm that the sofa needed recovering. he indicated Sofaworld would be back onto us in two weeks. They weren't. I phoned today, they indicated the replacement covers couldn't be ordered until they talked to us (but they hadn't been in touch) and that it'll take a further 8 weeks before they're ready...the order would be put in today!!! I was very nice to the call centre girl, because she shouldn't have to take the !!!!, but we both agreed that it was highly likely there would be a colour mismatch (due to the time factor), a large proportion of which was down to them. I said we would allow them to attempt to rectify the situation but there was no way we would accept a mismatching suite. She said an alternative might be to replace the suite, however, due to the time of usage, they'd knock £500 off the amount we paid. I indicated we wouldn't accept that either and that we would (1) Lodge a dispute with the Credit card/Loan Company (2) Go to the small claims court if we were unhappy with their "solutions"......Which would be best do you think? Court or lodging the dispute?

wealdroam

Gidoloi wrote: »

We purchased a Sofaworld suite back in March. We bought it on Hitachi interest Free credit and then paid that off in full on a credit card before the 6 months ran out (then paid the credit card off). Back in May we discovered a fault. The seam on the cushions hadn't been doubled over and was consequently falling apart. We had a couple of months delay before they appointed a technician and it took until September 1st before he came out to confirm that the sofa needed recovering. he indicated Sofaworld would be back onto us in two weeks. They weren't. I phoned today, they indicated the replacement covers couldn't be ordered until they talked to us (but they hadn't been in touch) and that it'll take a further 8 weeks before they're ready...the order would be put in today!!! I was very nice to the call centre girl, because she shouldn't have to take the !!!!, but we both agreed that it was highly likely there would be a colour mismatch (due to the time factor), a large proportion of which was down to them. I said we would allow them to attempt to rectify the situation but there was no way we would accept a mismatching suite. She said an alternative might be to replace the suite, however, due to the time of usage, they'd knock £500 off the amount we paid. I indicated we wouldn't accept that either and that we would (1) Lodge a dispute with the Credit card/Loan Company (2) Go to the small claims court if we were unhappy with their "solutions"......Which would be best do you think? Court or lodging the dispute?

The seller seems to agree that the goods are inherently faulty and has agreed to supply a remedy. You do not have to accept a mismatching repair.

If they supply a replacement, they cannot expect you to pay money towards that replacement.

The third alternative is a refund. Any refund can be reduced to take account of the use you have had, which I guess is where their 'knock £500 off' idea comes from.

If you are not happy with their suggestions, then seek a remedy under Section 75 of the Consumer Credit Act from Hitachi.
As with your window problem it doesn't matter that the loan has been paid off.

If Hitachi do not do the right thing, then take your case to the Financial Ombudsman Service.

Much more sensible than small claims court - imo.

Gidoloi

LOL....you have a good memory.....and I have a lot of problems!!!! Thanks....

zoob

The time of usage is from the date you received the sofa to when you reported the fault, which is a maximum of 2 months and that's if you received the sofa on the 1st March and reported the fault on the last day of May, they can't take £500 of you for less than 2 months usage, not your problem that it took 3.5 months to send someone out.