Harveys Furniture - big let down

Lipstick99

Harveys Furniture - ordered in store, paid cash in full (yes I know, but it was my Mum who ordered).


Table and 4 chairs and a sideboard.


Didn't arrive on booked date, re-arranged, complained got £25 refund. However, the delivery men were so quick, it wasn't un til after they left, that a major colour differences in all pieces became obvious. Phoned, arranged inspection from their independent inspector who came on Friday. He agreed the batches were all different and the quality was unacceptable. However, he has submitted a "no fault" report to the company.


I've boked a second inspection. They have agreed. Looks like my Mum is going to be stuck with odd furniture.


It's so frustrating that people lie.




Does anyone have the Chief Exec contact details, as all trust in the Company and their sub contractors is gone.


If this report goes in as no fault, she will end up selling the furniture!

wealdroam

Lipstick99 wrote: »

Harveys Furniture - ordered in store, paid cash in full (yes I know, but it was my Mum who ordered).


Table and 4 chairs and a sideboard.


Didn't arrive on booked date, re-arranged, complained got £25 refund. However, the delivery men were so quick, it wasn't un til after they left, that a major colour differences in all pieces became obvious. Phoned, arranged inspection from their independent inspector who came on Friday. He agreed the batches were all different and the quality was unacceptable. However, he has submitted a "no fault" report to the company.


I've boked a second inspection. They have agreed. Looks like my Mum is going to be stuck with odd furniture.


It's so frustrating that people lie.




Does anyone have the Chief Exec contact details, as all trust in the Company and their sub contractors is gone.


If this report goes in as no fault, she will end up selling the furniture!

When were the goods delivered?
If within the last thirty days, and the next inspection doesn't produce the right result, get your mother send a letter stating that she is rejecting the goods because they do not conform to contract and expects a full refund.

Of course if she does that she should stop using the stuff immediately.

The-Truth

Lipstick99 wrote: »

Does anyone have the Chief Exec contact details

Why not use the small claims court?

hollydays

https://www.thefurnitureombudsman.org/membership/our-retail-members/#members_anchor

MissSB

This company is an absolute joke for its complaints procedure. I would get legal advice and get some templates to send letters to them. Your goods are not as described under the Consumer Rights Act. If its within 30 days you can reject the item. Harvey's may try and take 20% off for a cancellation as per their 't&cs' but the Consumer rights act takes precedence over their t&cs.

I would suggest phoning Citizens Advice or signing up for Which Legal advice.

I went through furniture ombudsman with Harveys, and didnt get anywhere (different situation to yourself) but I have now filed a dispute with my bank to try and reclaim money from them if not legal action will be taken. Make sure you get all your legal evidence before complaining to them as they will try and fob you off.

Hope you get it sorted

MrJones1

Your mother should send a letter stating that she rejects the goods because they are not compliant with the contract. Include pictures of the goods that show their faults. In the letter there should also be a demand of full repayment.

wealdroam

MrJones1 wrote: »

Your mother should send a letter stating that she rejects the goods because they are not compliant with the contract. Include pictures of the goods that show their faults. In the letter there should also be a demand of full repayment.

The OP has already booked an inspection. Should she let that take place?

MrJones1

It's a good question. With regard to the first inspection, where the inspector confirmed that there were faults but yet submitted a "no fault" report, what says that this inspection will be correct. Will the OP need a third or fourth inspection? Hope you understand my point.

wealdroam

MrJones1 wrote: »

It's a good question. With regard to the first inspection, where the inspector confirmed that there were faults but yet submitted a "no fault" report, what says that this inspection will be correct. Will the OP need a third or fourth inspection? Hope you understand my point.

I do understand you point.

My point is the OP has already accepted the offer of a second inspection.

If she were now to 'send a letter stating that she rejects the goods' that would be out of place.

Perhaps you are suggesting she should send a letter saying that she has now changed her mind and stating that she rejects the goods?

As I suggested earlier, I believe the booked inspection should go ahead, but I would add to my earlier post and say

• if during the next inspection the inspector agrees that the goods do not conform to contract, the OP should insist that the inspector puts that in writing before leaving the OP's home, and passes a copy to the OP at that time.

MrJones1

Your point is valid. Perhaps I should have read more carefully. As the OP has accepted the offer of a second inspection, it should go ahead. However, the OP should as you have advised, insist that the inspector puts in writing that the goods don't conform to the contract, before leaving OP's home.

Lipstick99

The second inspection took place with Serviceco.(sp)


They did not do the first one.


The guy agreed that the furniture is mismatched, took photos and took photo of leaflet. The sideboard has different knobs on.


The guy agreed it is of poor quality and used a card system to complete his report.


Waited 11 days and no contact from them - they allege that they called and couldn't leave a voicemail but there are no missed calls on the mobile.
After 90 mins of haggling, and them offering various vouchers, part replacements, stood firm and they have agreed to a full refund and will collect the goods.


The complication is that the store has to collect, and that has to be arranged with customer services.


So watch this space. It was the Brookes range - avoid as its all different colours of oak/oakveneer.