SCS Problem

mo1960

Our new Settee and chair were delivered last Friday, really lovely and very comfortable.
Before we purchased, my husband mentioned to the salesman we have a woodturner and was worried this would make the material furniture very dirty.
The salesman advised us to take out the protection insurance (no surprise there) as it covers soot.
We've now discovered the material is chenille and has to be professionally cleaned and as it's light in colour will probably require a regular clean.
If the salesman had told us this, we would have purchased furniture in a different material.
I have sent an email to their customer service, but haven't received a reply.
Is it worth us using Resolver, if SCS ignore the email?
We are paying for the furniture on interest free credit.

Terry_Towelling

mo1960 wrote: »

Our new Settee and chair were delivered last Friday, really lovely and very comfortable.
Before we purchased, my husband mentioned to the salesman we have a woodturner and was worried this would make the material furniture very dirty.
The salesman advised us to take out the protection insurance (no surprise there) as it covers soot.
We've now discovered the material is chenille and has to be professionally cleaned and as it's light in colour will probably require a regular clean.
If the salesman had told us this, we would have purchased furniture in a different material.
I have sent an email to their customer service, but haven't received a reply.
Is it worth us using Resolver, if SCS ignore the email?
We are paying for the furniture on interest free credit.

I presume you mean a 'woodburner'. We have one of those - it is all sealed and no fumes/soot should ever be escaping into the room (except when opening to refuel) as that is a health hazard that could result in death.

Is your woodburner open to the room? - is it just an open fire?

Ergates

As Terry says: If your wood burner is letting soot into the room, it will also be letting carbon monoxide into the room, and you are going to die.

Not joking, not exaggerating, it *will* kill you.

mo1960

Hi Terry, thanks for your reply.
Yes, I did mean a woodburner lol.
It is enclosed.
Sometimes, especially when it hasn't been used for a while, when it's first lit, we get a lot of smoke into the room.
And we get dusty furniture, so obviously that would settle on the suite too.
BTW, we clean often lol.

mo1960

Ergates wrote: »

As Terry says: If your wood burner is letting soot into the room, it will also be letting carbon monoxide into the room, and you are going to die.

Not joking, not exaggerating, it *will* kill you.

No, it isn't, the salesman told us the insurance covered soot.
We have a carbon monoxide detector in the room.

Ergates

mo1960 wrote: »

No, it isn't, the salesman told us the insurance covered soot.
We have a carbon monoxide detector in the room.

You shouldn't be getting *any* smoke or soot into the room from a wood burner.

eskbanker

mo1960 wrote: »

We've now discovered the material is chenille and has to be professionally cleaned and as it's light in colour will probably require a regular clean.
If the salesman had told us this, we would have purchased furniture in a different material.

Surely if you're knowingly buying furniture to go in a room with a dirty (sometimes) woodburner, you'd buy a dark colour and an easily-cleaned material? Salesmen will obviously be prone to downplay problems but I'd have thought that you'd need to take responsibility for finding something suitable for your own room.

mo1960 wrote: »

I have sent an email to their customer service, but haven't received a reply.
Is it worth us using Resolver, if SCS ignore the email?

No harm in using Resolver if you're looking for help in complaining to SCS but if your posting on the credit card board signifies a desire to pursue a card company then I can't see that succeeding, based on what you've said sofa (;))

mo1960

We're not getting soot and the only time we get smoke, is when it hasn't been lit for a long while and then only very occasionally.

mo1960

As I've always cleaned my previous suites, I didn't realise there was material that could only be professionally cleaned.
I apologise, I didn't realise I'd posted on the credit card board, how do I delete this please?

MallyGirl

moved to Consumer Rights

born_again

mo1960 wrote: »

As I've always cleaned my previous suites, I didn't realise there was material that could only be professionally cleaned.
I apologise, I didn't realise I'd posted on the credit card board, how do I delete this please?

So long as it is covered by their policy why does now it's cleaned matter?

TBH. If you were looking to persure this via CC. Then NO chargeback right and I could not see S75 right. Unless the ins policy does not cover the cleaning.

But if you are getting soot in such amounts that you need to clean suites etc. Then I think you need to get your wood burner serviced/ chimney swept.