Scs carpet faulty

Buntybella

So it started september 2016 when I purchased a carpet with scs. I took out finance over 2 years as I had stairs, landing and two bedrooms worth. Carpet was delivered and fitted by fitters supplied by them. Carpet was cut too short so I returned to store. No joy. Contacted head office who requested photos. Store contacted me with an offer of a replacement due to a manufacturer fault, and half towards the cost of a new fitting. New carpet was laid for the second time by different fitters. I paid half the fitting cost. Not enough carpet ordered so had to wait for second delivery. Original carpet fitter turned up to complete work...to my despair. Next day I noticed a small loose thread on landing. Completely fed up I decided to live with it. Fast forward 10 months and the carpet has developed holes and multiple loose threads throughout. One loop got sucked up the hoover yesterday and resulted in a massive hole about 6 inches. I am now unable to hoover it as it unravels like a cheap Primark jumper. I'm devastated. I contacted scs today and again they requested I send photos. I am truly peed off and want to know where I stand legally. Can I stop the monthly payment untill they resolve the issue or will it go against my credit rating. As you can imagine I'm not keen on getting another carpet from them and certainly not at any further cost. Also is there a standard of quality a carpet should meet? Ie being able to hoover it without it dissapearing ???
Very upset customer of scs

Hong_Kong_Phooey.

Don't stop the finance payments.

DCFC79

Yes stopping the finance will affect your credit rating but only you can see the number, everyone else can see your credit history.

askmeaboutsofas

am truly peed off and want to know where I stand legally. Can I stop the monthly payment untill they resolve the issue or will it go against my credit rating. As you can imagine I'm not keen on getting another carpet from them and certainly not at any further cost. Also is there a standard of quality a carpet should meet? Ie being able to hoover it without it dissapearing ???
Very upset customer of scs

1.Contact ScS, send them photos of the fault. Less than a year is not a reasonable length of time for a carpet to last! When you contact them, tell them (politely) that you would like a refund. As this is happening after the first 30 days you don't have the automatic right to reject the carpet for a full refund, but you can still ask. If they attempt a repair or replacement and the problem isn't solved, you can then insist on a refund.
2. Definitely don't stop paying your finance company! ScS have already had their money, so all you're doing there is hurting your relationship with the finance company which will damage your credit score.
3.If ScS dispute that the fault is inherent, i.e. if they try to say that it's something you've done wrong with the carpet, you'll want to get an independent report from an independent company as to the condition of the carpet and cause of the fault. For best results use an independent company that is no relation to either yourself, or ScS.
4.If ScS still dispute the fault, and you get a report from an independent company that says the fault is inherent, contact your finance company. They will help you to pursue ScS for a resolution under a section 75: http://www.moneysavingexpert.com/shopping/section75-protect-your-purchases

Good luck!

Buntybella

I had no idea section 75 existed...I feel there may be a solution after all. I have so far had no reply from scs head office. Very poor customer service.

unholyangel

askmeaboutsofas wrote: »

1.Contact ScS, send them photos of the fault. Less than a year is not a reasonable length of time for a carpet to last! When you contact them, tell them (politely) that you would like a refund. As this is happening after the first 30 days you don't have the automatic right to reject the carpet for a full refund, but you can still ask. If they attempt a repair or replacement and the problem isn't solved, you can then insist on a refund.
2. Definitely don't stop paying your finance company! ScS have already had their money, so all you're doing there is hurting your relationship with the finance company which will damage your credit score.
3.If ScS dispute that the fault is inherent, i.e. if they try to say that it's something you've done wrong with the carpet, you'll want to get an independent report from an independent company as to the condition of the carpet and cause of the fault. For best results use an independent company that is no relation to either yourself, or ScS.
4.If ScS still dispute the fault, and you get a report from an independent company that says the fault is inherent, contact your finance company. They will help you to pursue ScS for a resolution under a section 75: http://www.moneysavingexpert.com/shopping/section75-protect-your-purchases

Good luck!

Just one thing to add to this, in a section 75 claim you are not pursuing the retailer with the help of the creditor, you're pursuing the creditor themselves which is why a lot of creditors might try and fob you off by either doing a chargeback instead of a s75 claim or using various excuses as to why they dont have to provide a remedy (you need to contact the retailer first/you need to exhaust all available avenues with them etc).