Help regarding sofaworks/CSL manufacturing faulty settee

cono1717

They should be able to offer you a pro-rata refund on the insurance or transfer it to the new sofa as a GOGW. I believe they still use Castelan so Castelan should just be able to update their records.

chrisjefc

so this is the letter i received yesterday from UKGENERAL. Basically saying there unwilling to pay out and if i don't like it go to the ombudsman

There is NO REFUND of any kind on the policy after the initial 14 days.

would never ever buy any kind of extended warranty on any item ever again,





does anyone think im wasting my time going the ombudsman route ?

cono1717

The problem here is that you haven't paid them you paid CSL who paid Castelan. Whilst castelan might not offer a partial refund CSL may well do and then chase the money from Castelan themselves.

Is it worth the hassle of getting the money back? Maybe.

Would it be far easier to transfer it onto your new couch? Definitely.

Note if you are getting a fabric couch (I don't know if you should if you have 3 young kids, but hey ho) then ask them to scotch guard the fabric as that is a part of your cover. (This doesn't apply to leather couches since they are just a wipe off sort of thing)

Mrs_S_M_Barker

I had a new suite delivered last Friday,sofaworks delivery men damaged the sofa bringing in my bungalow. They said some will get in touch to repair it within 3 days, they did not. the more I thought about it I decided to reject the suite, still waiting for a response. sofaworks are crafty as they don't want you going back to the store that you bought it from, instead they want you to deal over the phone at their HQ. I have decided to go in the store and warn all potential purchases about buying from this company if my problem is not resolve quickly. Watchdog, rouge traders and Craig Cash will be my next port of call.

magpiecottage

As they say, if you do not like the response, you can go to the Financial Ombudsman - and they have given a time limit which will not be extended.

However, they are suggesting it is due to a fault at outset - and you paid for it on credit.

What I suggest you do is complain to the credit provider. It does not matter that you have paid it off - or even if it was interest free.

If you tell the credit provider you are unhappy and want them to sort it out under section 75 of the Consumer Credit Act 1974, they are obliged to do so.

If they do not give a satisfactory answer, you can take both the credit provider AND the insurer to the Financial Ombudsman Service and ask that it decide who is liable. This will be free to you but remember you MUST get the complaint to it by 12 May 2016.

cono1717

Actually your best bet would probably be the Furniture Ombudsman: http://www.thefurnitureombudsman.org/members-of-tfo/full-members/Sofaworks