Refund from Harveys furniture for undelivered stuff

sapstar

Looking for advise on what I could do to cancel my order with Harveys furniture.

I ordered 3 sofas from Harveys in August. I got a call in November to schedule my delivery. 2 days before my delivery date, I got a call saying my furniture won't be delivered and they will confirm a new redelivery date in 24 hours. I haven't received any call from them so I called them after a day. They had no idea where the furniture was and after multiple chases I was told they will receive the furniture on December 12th after which they will arrange a delivery. Same happened again and they still didn't know where my furniture was. On 20th December they said I can cancel my order in the store and an authorisation has been sent to store.

I went to store on 26th December. Store wasn't busy but the sales rep who sold me the sofas said he hasn't received the authorisation. He said he will cancel my order when he gets the authorisation and I don't have to be in the store to do that. I called customer service again on the 27th when they resent the authorisation and confirmed I can place my orders elsewhere and this order will be cancelled. As of 29th, I can't reach the store on phone, no contact from anyone. I have now ordered my sofas in another store, and worried harveys is playing games not to cancel the order.

I have bought the sofas on a finance with an initial deposit of £200 on my credit card. How can I cancel this order?

Ectophile

Since you're buying on credit, you have rights against both credit companies - the credit card and the finance company.


Contact them. The credit card company should return your money. The finance company should cancel the deal. Remind them of section 75 of the Consumer Credit Act if necessary.

sapstar

Thanks very much for the advice. There is a slight complication in my case. I also ordered a dining table on the order which I have picked up from the store already. The finance does not start until the complete order is delivered.

In my case if I cancel the finance I will owe Harveys £139. Unless they cancel the order for the sofas I can't settle this bill.

unholyangel

sapstar wrote: »

Thanks very much for the advice. There is a slight complication in my case. I also ordered a dining table on the order which I have picked up from the store already. The finance does not start until the complete order is delivered.

In my case if I cancel the finance I will owe Harveys £139. Unless they cancel the order for the sofas I can't settle this bill.

Do you want to keep the table? If not, return it - cancel the whole thing and go elsewhere.

If you do want to keep it....does that £139 figure already take account of the £200 you paid by card?

sapstar

Thanks very much for the quick reply. I had to pay for the delivery of the table myself (£60) and will have to pay to get it sent back to store. That itself will cost me £120 in total. I received the table early September, so store may not take it.

£139 is additional to the deposit I have paid. If I cancel the finance this will be how much I owe them.

sapstar

Pathetic customer service from Harveys furniture. I called the store again on 2nd Jan. Luckily my call was answered. Spoke to the same person who was dealing with my order. He said he got everything needed to cancel my order and will cancel it on the same day. I have no communication after that.

I called customer service again on 3rd Jan to confirm if it has been cancelled. They said that store thinks its the dining table which needs to be cancelled and they sent a correction and confirmed the store will call me to sort it out. As of today, still no contact from the store. I logged in to my credit account and checked, nothing changed. I still see the credit agreement reflecting the sofas.

I called the company who provided the credit who say that I can't cancel it and it has to be done by the retailer.

sapstar

Finally after waiting for a long time on 23rd Jan, I got a text from the Finance company that my payments from Harveys furniture are starting. I was really happy as Harveys has finally sorted the order and the credit agreement. I logged into my credit agreement and was expecting to see the balance of £139 but it was still showing £2175 which includes the sofas that were never delivered.

I called the finance company and they suggested that they haven't received any cancellation notice from Harveys and I will have to reach out to them to get it cancelled. I then called Harveys who reiterated that the order has been cancelled completely on 21st Jan and it was just a matter of the finance company updating their system.

I waited till 29th Jan and gave a call again to the finance company. They again told me that they haven't received any cancellation from Harveys. They said that they will reach out to Harveys to sort this out. It has been 1 week now and still don't have any update from them. I account still shows that I ove them £2175 .

If I want to make a claim under Section 75, how does this work? Should I ask the company providing the credit to raise this claim? or should I go to Amex with with I paid £203. How long does these claims take? Would I still be paying the installments every month while the claim is being sorted?