Sonic Direct courier damaged my property & now denying it

Blackter

I need assistance.
I placed an order with Sonic Direct for a Samsung Fridge-Freezer. I paid to have our old appliance removed, and the new fridge-freezer unpacked and the packaging removed.
We unplugged our old fridge-freezer and moved it into the middle of the kitchen. When the couriers (Panther) came the way they handled the old fridge-freezer alarmed my husband, I could hear him clearly shout at them that the fridge has wheels, as they basically removed the appliance using brute force. They took a chunk out of our vinyl flooring which we pointed out to them immediately. They said they couldn't say whether that that damage was there before or not as that was where the fridge was stood. When we said it definitely wasn't there before, they replied that we couldn't prove it was them! They placed the new fridge-freezer in our kitchen, and got me to sign for it whilst it was still packaged. They were about to leave when I said that I had paid for the packaging to be removed. They responded back that this was "unusual". I offered to show them the order, but they started to rip at the packaging, and it then became really obvious why they didn't want to remove it, the fridge was seriously damaged to two sides. The delivery drivers tried to pressure us into keeping it, but I was adamant that I paid a lot of money for a new fridge and that was what I wanted so I rejected it. They returned our old appliances (damaging that too in the process). After they left we discovered a second area of damage to the floor caused by them.
Sonic Direct tried to fob me off to Panther, I saw the attitude of the guys they sent, so it was hardly a surprise when they denied causing the damage. I now have a damaged floor and am not sure what to do. It really annoys me as I would consider myself an educated person and if I was more vulnerable I might have believed the rubbish the delivery guys were saying and kept the damaged fridge-freezer they tried to con us into accepting (they implied that it would receive further damage in their depot at the weekend and this might cause complications with the retailer). I really do not see why we should be out of pocket and have to live with damaged flooring. I am very disappointed with Sonic Direct's response which is to just defer to Panther. Those horrid people would not have been on my property if it weren't for them!

LilElvis

It's the seller's responsibility - if they wish to then counter-claim from their subcontracted courier/ installer that's up to them. Did you pay by credit card, as your card company would be equally liable.

Wanderingpomm

Claim on your credit card or credit agreement. This is clearly unacceptable

sheramber

It seems you have two complaints

1 You paid for new fridge. Do you have a new fridge?

2 You have a damaged floor.
I don't know if the credit card will cover a damaged floor

Blackter

sheramber wrote: »

It seems you have two complaints

1 You paid for new fridge. Do you have a new fridge?

2 You have a damaged floor.
I don't know if the credit card will cover a damaged floor

1 I do not have a new fridge as I rejected the one that was seriously damaged. They only use that courier company and do not want them on my property again, so have asked them to cancel the order - I am not sure if this has been done as their Customer Service almost a week later have not confirmed this, even when prompted! I need to check my credit card statement.

2 I do indeed have a damaged floor, which breaks my heart as I have to live with it until I can get this resolved. My house is only just 4 years old, so the flooring was in almost new condition.

Its almost surreal, I order a new fridge-freezer from Sonic Direct, and I end up with my old fridge-freezer damaged (thank god it still works otherwise I would have had little choice than to accept the damaged new fridge-freezer) and two chunks taken out of my floor. I can not even put into words how upsetting this is.

dj1471

Get some quotes for repairing the damage then send the retailer a letter before action.

As above if they don't play ball then you could claim from your credit card issuer or finance company if/as applicable. Section 75 covers consequential losses.

TheTalkingDead

Blackter wrote: »

1 I do not have a new fridge as I rejected the one that was seriously damaged. They only use that courier company and do not want them on my property again, so have asked them to cancel the order - I am not sure if this has been done as their Customer Service almost a week later have not confirmed this, even when prompted! I need to check my credit card statement.

2 I do indeed have a damaged floor, which breaks my heart as I have to live with it until I can get this resolved. My house is only just 4 years old, so the flooring was in almost new condition.

Its almost surreal, I order a new fridge-freezer from Sonic Direct, and I end up with my old fridge-freezer damaged (thank god it still works otherwise I would have had little choice than to accept the damaged new fridge-freezer) and two chunks taken out of my floor. I can not even put into words how upsetting this is.

OK your floor is not nearly new condition, it is in a condition expected for a 4 year old vinyl, being kept and maintained as per specifications, and not nearly new, a 4 year old car is not nearly new and neither is 4 year old house flooring.


I see 3 options:


1. You issue a letter to Sonic with photo's detailing the damage, telling them their subcontractors panther caused this issue and that sonic is liable for the damages caused, include 2-3 quotes for the same like for like thickness and type vinyl with fitting costs, meterials, and metals (door ways to carpet etc), if no response then issue court proceedings through MCOL.


2.Speak with the credit car company and see if this is covered, if the money isn't refunded then you may have to issue a S75 claim.


3. live with the damage for now and get your refund and replace it when you deem fit to, and ofcourse don't forget to give them your feed back on any review site possible.

Blackter

Thanks for your response. I take on board what you are saying about the age, I guess my point was that it was not anyway near the end of its life which is part of the reason I am so upset.

I contacted my insurance company which I have legal cover with, they recommended getting 3 quotes (thanks for pointing out about the rods, etc. I probably would have overlooked that) and issuing a letter before action to the retailer.

It's also good to know about the credit card avenue, as I had not thought of that, especially as I have now cancelled the order.

Thank you for all your help, its been useful!