Sofaworks have damaged my floor!

MercilessKiller

emmatthews wrote: »

Can the damage to you floor not be repaired? My brother and his wife had a hideously damaged wooden floor which a carpenter/wooden flooring fitter has restored to perfect condition. Unless you have moved the sofa a lot then surely the damage is in quite a small area?

Did you try a tradesman or go straight to Carpetright - who are obviously in the business of selling new flooring!?

I went straight to Carpetright as they do do repairs (and we bought the original from them). But that's an interesting point!

Heck, if Sofaworks come back with their own repair guy who can fix it, then it's a win win We just want the floor fixed!

MercilessKiller

Major update - Sofaworks have agreed to payout the full quote for a replacement of the floor. Result and a win for common sense here....

I think the comments/suggestions that there was liability on me to test were a bit ridiculous - There was no argument and sofaworks offered to pay without any type of question or discussion. When you are promised something and that something causes such major damage, there is no question of who's fault it is... Weird comments on MSE these days

Furts

MercilessKiller wrote: »

Major update - Sofaworks have agreed to payout the full quote for a replacement of the floor. Result and a win for common sense here....

I think the comments/suggestions that there was liability on me to test were a bit ridiculous - There was no argument and sofaworks offered to pay without any type of question or discussion. When you are promised something and that something causes such major damage, there is no question of who's fault it is... Weird comments on MSE these days

As a society as each year goes by consumers loose a little bit more common sense. Viewed differently our society is dumbing down. The comments you have received are perhaps a reflection on this.

If you look at matters with a cool professional, or commercial, head you would view your post differently. Chartered Engineers, or Chartered Surveyors, or Clerk of the Works, or endless other professionals do not automatically believe what they are told. When such comments come from minimum wage, or maximum commission types there is even more reason to ask questions. Hence they question, they spot check, they inspect, they use a modicum of common sense, and they prevent problems. They are proactive, they nip things in the bud.

It is possible your problem could have been nipped in the bud by a cursory glance at the sofa before purchase. If the issue was just one protruding screw resulting from a manufacturing defect a cursory glance on delivery may well have picked this up.

MercilessKiller

Furts - I understand what you're saying but in this particular situation, that just isn't the case. I saw the feet being installed, they looked sufficient at the time (I had no idea there was a screw in the middle of each leg that came out further). I was also assured that the feet would protect the floor...

Anyway, they obviously agreed that this was 100% their issue and didn't push back on me at all

Furts

MercilessKiller wrote: »

Furts - I understand what you're saying but in this particular situation, that just isn't the case. I saw the feet being installed, they looked sufficient at the time (I had no idea there was a screw in the middle of each leg that came out further). I was also assured that the feet would protect the floor...

Anyway, they obviously agreed that this was 100% their issue and didn't push back on me at all

I am pleased there is a satisfactory result and achieved quickly. But you also have to look at this from the Sofaworks perspective if you wish to view it laterally, or with a commercial eye. Sofaworks could not care less what the bill is. All they require is a written quote. Sofaworks are not suffering any loss - they just want you resolved as quickly as possible. The costs will be passed down the line and will not hit their profit figure.

This has happened in your case and good for you. That is what retailing is all about -taking minimal risk and sub contracting all responsibilities. Your bill will probably end up in an accounts office marked "contra charge" in an obscure factory in China.

MercilessKiller

To be fair, I'm surprised how good their service was - I added a review on Trustpilot and they responded, knew exactly who I was and referred to the agent who helped me saying he'll be pleased to hear about the positive feedback.

It feels like they've heavily invested in providing better customer experiences and so this was just part of the initiative. Certainly saved a battle