SCS sofa order cancellation

Aylesbury_Duck

Will they let you “trade down” from £2230 to £900? I’d be surprised if they do, given the way they’re sticking to their terms.

I think pursuing a polite plea approach is your best bet. I can’t see what CAB are going to suggest. You willingly paid up front and agreed to their terms. They’ve done nothing wrong. By allowing you to change your order they’re already being flexible.

sjward1987

You can amend the order but cannot cancel it.. this is printed on a leaflet stapled to our receipt. I accept they were right about the terms but the salesperson DID NOT tell us. And he DID say that the sofa would fit even after giving him the measurements and showing him the picture of my living room. Again I'm being honest here.

sjward1987

I didn't see more about trading down but the lady said she would refund the rest. When I asked about that £900 sofa all she said why don't you reduce a seat in your order? So not quite sure if she would let me trade down with that sofa. Also salesperson knows that was my number 2 sofa

Aylesbury_Duck

I don’t doubt your honesty. Your account of their culpability is open to challenge, though. You say you gave them maximum dimensions, saw a sofa you liked, you were told that it was bigger than the maximum space you yourself had measured but you were persuaded to buy it anyway. That strikes me as a bit odd. You didn’t need to go home to measure the space and find out it would that fit, you knew it already because you’d already measured the space. Your room didn’t change dimensions whilst you were shopping.

The salesman didn’t need to tell you specifically. It’s your responsibility to have checked the terms before handing over such a large sum of money.

I reiterate that your best approach is to appeal for goodwill and if you have to, trade down to the next best option. Taking them on on the basis of the measurement issue is risky because you made your own mistake as much as they made one in persuading you a quart would fit in a pint pot. It will be your word against theirs.

sjward1987

Thank you for your reply. I'm not trying to put blame on the salesperson. My intention is to give the facts here and then to know the best possible way going forward. Like I said I would go for the other sofa if I have to and if they let me trade down. Regarding the measurements i thought the extra width would make the walking space narrower but didn't realise it would come in the doorway.
What is appeal for goodwill? Thank you.

Aylesbury_Duck

Appealing to their good will is asking the retailer to consider the situation, understand that they have contributed to the mistake and them relaxing their approach to their terms and conditions by allowing you to cancel.

sjward1987

I will do the appeal to goodwill today. Any other suggestions welcome.

Aylesbury_Duck

I'm not sure what anyone else can suggest. You appear to have a few options:

1. Accept the sofa you've ordered and make the adaptations to your house so it will fit - I'm serious here, how much would it cost to move a door and frame a few inches?
2. Change the order to your second preference.
3. Make a polite and firm appeal to their better nature to allow you to cancel, given their part in the error.
4. Go in a lot tougher, take them on on the basis that they incorrectly told you it would fit and hope to win the case and get a full refund.

4 is what you want to do but it carries risk because you'll have a hard time proving they mis-sold it to you based on your own account and if it turns sour, option 2 might be dead in the water. Their website is awful and I can't find their policy about option 2 so don't know if what they've offered is above and beyond their terms.

Matty36

Whole thing seems utterly ridiculous to me. Even if you order in store & distance selling regs do not apply, surely you have a right to cancel an order? At least within a shorter set period. They havent even started building the damn thing yet.

Can your bank or credit card company not help you?

Aylesbury_Duck

Matty36 wrote: »

Whole thing seems utterly ridiculous to me. Even if you order in store & distance selling regs do not apply, surely you have a right to cancel an order? At least within a shorter set period. They havent even started building the damn thing yet.

Can your bank or credit card company not help you?

Why do you say that? If you can point to some consumer legislation that says so, it would help OP and others out.

I wonder if OP can cancel the order but the consequence would be that SCS can claim for any reasonable expenses they have incurred to date?