SCS - pathetic customer service. Help!. Delivered irreparably broken sofa

Griffin83

Can anyone help me figure how to resolve an issue with SCS?

We ordered a Sofa in October for our first ever home. They delivered it end of November and when we checked it, discovered the corner piece was completely smashed.
We logged it, to be told there would be a decision on it within 5-7 days but were well within our rights for a replacement, so we opted for that.
It's 3 weeks in now and not 1 person from SCS has contacted us. I've wasted 4 hours on calls, 4 emails and despite being told twice a manager would call me, it hasn't happened. 2 weeks after logging it, they sent a technician out who took photos and told me it was completely broken and couldn't be repaired - not bad despite continually insisting we didn't want a repair.

Now being told it's in a dispute between SCS & the manufacturer and could take months to resolve. No one is telling us what is happening and we are stuck with a broken sofa which we ordered for our first ever home in time for Xmas.

The customer service has been completely contradictory and I'm appaled by the lack of compassion from some people.
I even asked 'what if this goes into the January sale and we haven't even sat on it, what will you do?' Her response: "it's like buying a new pair of jeans and wearing them to find them cheaper, you can't do anything".
They are missing the point!!!
Was originally told it could be replaced by Xmas, then February, now they won't tell me anything until they resolve with the manufacturer and keep saying 'you have 30 days within consumer rights' and just repeatedly tell me that when I say 'what if they don't respond within 30 days?'

Sorry for the rant, I'm just so upset.
Any help, gratefully received.
Thank you

Ectophile

Their dispute with their manufacturer should not be your problem. You bought it from SCS, not the manufacturer, so SCS is responsible.


Did you buy the sofa on credit - and that includes using a credit card? If so, contact the credit company, and tell them you want a refund from them, under Section 75 of the Consumer Credit Act.


If it was a debit card, contact your bank and ask for a chargeback.

Korkyb

I had something similar happen with Harvey's Furniture.


Luckily the damage on delivery wasn't visible where we had the sofa located and didn't affect its use.


It took them almost 9 months to get a new one to us.


To be honest we weren't too upset because:


- the damage didn't really affect us.

- it was at its lowest price when we got it so knew price wouldn't go lower.

- eventually we got to exchange the one with 9 month use for a brand new one (as we had 2 small children at the time this was a real bonus as the old one had been well and truly christened by them..... small people really do eject a lot of puke when unwell).

- Harveys customer service did keep us up to date with what their issues were and what was happening.




Having said that if I were in your position I would consider rejecting the sofa before the deadline which will keep your options open (i.e. you might be able to reverse the rejection if SCS sort themselves out or you might see something else in the soon to arrive sales).


Given the time of year I cant imagine SCS collecting the sofa anytime soon if you reject it so at least you'll still have somewhere to rest your bum while considering your options.

Mishomeister

As above do the Section75 claim

Griffin83

Thanks so much for your replies, much appreciated.
We are requesting a refund. We desperately loved the sofa and are gutted to have to return it but to be honest, SCS don't deserve a penny from us, after the way they have spoken to us (on the times I've reached out to them).
Thanks again, folks

born_again

Mishomeister wrote: »

As above do the Section75 claim

Just don't expect it any quicker that SCS sorting it out.