Furniture Compensation

rbheda

I need help!! Have I got any rights to ask for more compensation, and what’s the best way to go about it?

I’ve had a bit of a nightmare with a well known furniture store. I have just bought a flat and looked to this store to to buy a sofa, bed frame and matress.
I got a great deal with ex display stock, and my parents added a few bits to the delivery. This meant delivery would be to 2 different addresses which the saleman said would be fine. It would be a case of delivering to one address, then calling them so the address could be changed on the system, and then the second delivery could happen.
The first delivery was set to go to my parents house. But due to a mix up in communication, I waiting for the delivery at my flat. No ones fault. I was at the wrong address, but the delivery came to this address too! They said they couldn’t deliver to 2 addresses, even after phoning there office. My sofa was damaged and no bed frame or matress. I sent the delivery back and went to the store.
The manager said he would investigate the damaged sofa and missing furniture. The address mix up was communication mistakes, but delivery still went to the wrong address!
The manager offered to deliver the sofa, get it repaired at my place and if I liked it, then I would keep it with them compensating some money for the damage. I agreed. A £3200 sofa, I got at £1500. I was expecting about £200 off.
My sofa then arrived again around 10 days later, surprisingly fixed! Again no matress or bed frame. The contracted drivers, failed to get the sofa up the stairs of my flat. They said it was to big. Again, another failed delivery, another wasted day off work.
A few days later the sofa did get delivered successfully by the company’s professionals.
I chased the matress. I got told it would be delivered direct from the manufacturer. But I later found out, they had attempted delivery 3 times, all failed. I’m not living in my flat, because I’m waiting on a bed, so I couldn’t have been in for the delivery’s. And the furniture company didn’t tell me about this direct delivery until after these missed deliveries! I was then left to sort out the matress delivery by myself.
The after chasing the bed frame, after 5 weeks, they called me up to arrange delivery. I took more time off work, only for them to cancel the delivery the evening before, as they didn’t know where the bed was! I was already covered at work, so used more holiday time for nothing.
After investigating, the bed frame never existed they told me! It was a old product from 2015, that was sold to me. Shocking!
I have been paying my mortgage, as well as rent as my parents as I have no where too stay but there. I can’t afford both, but need my furniture to move in! I don’t know what position I would be in, if my parent were not there to support me. I have take 3.5 days off work for 1 delivery. My sofa was damaged. I have spent so much time on the phone trying to sort this, as well as numerous visits to the store.
After 5-6 weeks from the original deal, they gave me the compensation offer I was waiting for. £150! This is for the damaged sofa. I couldnt believe how little there care about the trouble they have given me! They have offered to sell me a brand new bed frame with a 15% discount (which sounds like a deal any customer will get). But in regards to everything else, all I’m getting is a sorry from the store.
Is this right? I said I will escalate it to their Customer Services. What is my best way to seek more compensation, and am I entitied to it? Please help!

pinkshoes

rbheda wrote: »

I need help!! Have I got any rights to ask for more compensation, and what’s the best way to go about it?

I’ve had a bit of a nightmare with a well known furniture store. I have just bought a flat and looked to this store to to buy a sofa, bed frame and matress.
I got a great deal with ex display stock, and my parents added a few bits to the delivery. This meant delivery would be to 2 different addresses which the saleman said would be fine. It would be a case of delivering to one address, then calling them so the address could be changed on the system, and then the second delivery could happen.
The first delivery was set to go to my parents house. But due to a mix up in communication, I waiting for the delivery at my flat. No ones fault. I was at the wrong address, but the delivery came to this address too! They said they couldn’t deliver to 2 addresses, even after phoning there office. My sofa was damaged and no bed frame or matress. I sent the delivery back and went to the store.
The manager said he would investigate the damaged sofa and missing furniture. The address mix up was communication mistakes, but delivery still went to the wrong address!
The manager offered to deliver the sofa, get it repaired at my place and if I liked it, then I would keep it with them compensating some money for the damage. I agreed. A £3200 sofa, I got at £1500. I was expecting about £200 off.
My sofa then arrived again around 10 days later, surprisingly fixed! Again no matress or bed frame. The contracted drivers, failed to get the sofa up the stairs of my flat. They said it was to big. Again, another failed delivery, another wasted day off work.
A few days later the sofa did get delivered successfully by the company’s professionals.
I chased the matress. I got told it would be delivered direct from the manufacturer. But I later found out, they had attempted delivery 3 times, all failed. I’m not living in my flat, because I’m waiting on a bed, so I couldn’t have been in for the delivery’s. And the furniture company didn’t tell me about this direct delivery until after these missed deliveries! I was then left to sort out the matress delivery by myself.
The after chasing the bed frame, after 5 weeks, they called me up to arrange delivery. I took more time off work, only for them to cancel the delivery the evening before, as they didn’t know where the bed was! I was already covered at work, so used more holiday time for nothing.
After investigating, the bed frame never existed they told me! It was a old product from 2015, that was sold to me. Shocking!
I have been paying my mortgage, as well as rent as my parents as I have no where too stay but there. I can’t afford both, but need my furniture to move in! I don’t know what position I would be in, if my parent were not there to support me. I have take 3.5 days off work for 1 delivery. My sofa was damaged. I have spent so much time on the phone trying to sort this, as well as numerous visits to the store.
After 5-6 weeks from the original deal, they gave me the compensation offer I was waiting for. £150! This is for the damaged sofa. I couldnt believe how little there care about the trouble they have given me! They have offered to sell me a brand new bed frame with a 15% discount (which sounds like a deal any customer will get). But in regards to everything else, all I’m getting is a sorry from the store.
Is this right? I said I will escalate it to their Customer Services. What is my best way to seek more compensation, and am I entitied to it? Please help!

If you have taken 3.5 days off for 1 delivery, they should compensate you something towards the lost holiday.

What is your hourly wage? You need to claim your actual losses...

You now have a mattress. Why can't you sleep on that????? Or even the sofa for that matter?

rbheda

Mattress got delivered to my parents house. I need to find a way of getting it to my flat as it doesn’t fit in my car. Hopefully should be done this weekend.
I shouldn’t be forced to sleep on a sofa, because this company has messed up!

Les79

rbheda wrote: »

Mattress got delivered to my parents house. I need to find a way of getting it to my flat as it doesn!!!8217;t fit in my car. Hopefully should be done this weekend.
I shouldn!!!8217;t be forced to sleep on a sofa, because this company has messed up!

Let me know how you get on. I might sue some of my ex girlfriends for forcing me to sleep on the sofa if you have any luck...

(I would talk about the homeless who sleep rough on the streets every night, but I don't think you'd relate as much to that).

rbheda

Ok, when order a bed and sofa, I expect to sleep on the bed rather then the sofa. You obviously have lower standards and are happy on a sofa whilst a huge company mess you about. That’s fair enough, but not for me.
Homeless people? Totally errelivent to my post. But come back when you have got people living on the street in poverty, into education, and then we can talk about that. Thank you for feedback, it was about as useful as an ashtray on a motorcycle !!!9996;!!!127997;

Les79

rbheda wrote: »

Ok, when order a bed and sofa, I expect to sleep on the bed rather then the sofa. You obviously have lower standards and are happy on a sofa whilst a huge company mess you about. That’s fair enough, but not for me.
Homeless people? Totally errelivent to my post. But come back when you have got people living on the street in poverty, into education, and then we can talk about that. Thank you for feedback, it was about as useful as an ashtray on a motorcycle !!!9996;!!!127997;

Ok so I'll come back to you, but not sure where we go from here?

That aside, my point was RE: mitigation on your part in that, despite allegedly not having a bed to sleep on, you probably had viable options to mitigate the impact (you mentioned "parents" and "I have been paying my mortgage, as well as rent" which suggests two properties you flit between). Plus, a sofa is a viable temporary option.

Listen, the bottom line is that you probably need a solicitor. The offers currently presented to you (£150 discount on a now fixed sofa and 15% off the non-existent bed, which may simply be an admin error) seem pretty fair.

It is only the "consequential loss" which you seem to have beef with, and that is hard for anyone to quantify. For example, your initial delivery method (two addresses which seemed ad hoc) may have been invalid and you probably should have made two separate orders to the two separate addresses (you state that "my parents added a few bits to the delivery" which is technically under the umbrella of 1 order = 1 address, but SHOULD HAVE been a separate order). In that respect, MAYBE a third party (court) would consider 3 delivery attempts (1 for the initial attempt, 1 for delays and 1 for the strange delivery arrangement) reasonable. So your 3 holiday days = moot. But maybe not, who knows.

Hence why you potentially need to speak to a solicitor on this.

Ultimately, you need to quantify your perceived losses and make a decent case to back it up. Then look at issuing small claims court action (MCOL) against the company to recover said costs.

Aside from that, I think the company has been very generous with you. Maybe I'm wrong, and another user can correct me, but if another user doesn't come to your aid then prepared to speak to the solicitor as advised twice previously.

rbheda

Thank you, that’s been very help. It shows you have a great more deal of knowledge then I do, which is what I am looking for.
I’m beginning to realise, all they have to do is to obide by laws and guidelines that they will know thouroughly.
I guess I’m looking for a gesture of goodwill, so make up for a bad experience I have had with them. Some companies may do it, but they do not have to from what I see.
I’ll speak to there customer services and write to the head office and be persistent and see where it gets me. Maybe take to social media?
Thanks for the advice !!!128077;!!!127998;