Sofa debacle - goodwill gesture

sustainableme

Hello, I'd really appreciate some advice -

We ordered a two-part velvet sofa from a high st chain store last year in June 2017 and paid £1460. Since then it has taken 3 deliveries, each approximately 12 weeks apart, for us to finally get the two correct pieces as originally ordered. But the piece most recently delivered last week, was missing the screwed in fixture so that the two pieces can be joined together. This is now 8 months after the original order and payment. We've been playing sofa swapping games the whole extended period.

Customer services called today to offer me a £30 gift voucher as a goodwill gesture. They also said that they'd send out the spare part for me to drill into my sofa frame myself.

I'm pretty furious. I've remained well mannered and polite throughout this whole saga, in spite of massive incompetence - they told me at every step that they would discuss financial compensation for all the concerns only at the end of the process, once I had received and was happy with my order. I hate confrontation but feel like I'm being walked all over.

I realise that companies are not legally required to offer compensation but am I being unreasonable in expecting them to make a more generous offer? Other people who know the story so far have suggested that they think should offer a full refund, as this has been such a debacle. Obviously that would be amazing but I don't expect that level of generosity.

I also don't know where I stand with the fact that I blog, and run a business concerning interior design. I wanted to use the sofa in an update interiors post, but now am feeling really annoyed want to tell the whole world about my shocking service and to warn others out there that the company seems to be in complete disarray. Should I tell them this?

Any advice would be gratefully received.

BorisThomson

I also don't know where I stand with the fact that I blog, and run a business concerning interior design. I wanted to use the sofa in an update interiors post, but now want to tell the whole world about my shocking service and to warn others out there that Habitat seems to be in complete disarray. Should I tell them this?

Blackmail. Classy. Lost all sympathy at that point.

sustainableme

That's what I mean - I don't really want to use that and I haven't mentioned it to them at all so far. It's not the way I like to do things!

unholyangel

Worthwhile to note that if you are not acting for purposes wholly or mainly outside of your trade, business craft or profession, then consumer rights don't apply.

Businesses aren't afforded anywhere near the level of protection that consumers receive.

However also worth mentioning that its for a trader claiming a consumer was not acting wholly/mainly outside their trade/business/craft/profession to prove it.

[Deleted User]

sustainableme wrote: »

Other people who know the story so far have suggested that they think should offer a full refund, as this has been such a debacle.

Blimey. Are any of them grown ups?

sustainableme

unholyangel wrote: »

Worthwhile to note that if you are not acting for purposes wholly or mainly outside of your trade, business craft or profession, then consumer rights don't apply.

Businesses aren't afforded anywhere near the level of protection that consumers receive.

However also worth mentioning that its for a trader claiming a consumer was not acting wholly/mainly outside their trade/business/craft/profession to prove it.

Thanks, that's useful information that I had no idea about.

sustainableme

Deleted_User wrote: »

Blimey. Are any of them grown ups?

It would be useful to know what value other people think would be acceptable...

JJ_Egan

As its a business you should send them an invoice asking for
£100 .