SCS Furniture Woes

Sports2racer

Hi to you all and I hope this is the correct forum for advice relating to my longstanding issue!

In October of 2016 my wife and I agreed to purchase a 3 piece suite, comprising a 3 seater electric recline, a 2 seater manual recline, a single chair, electric recline and a footstool from the Solihull branch of SCS.  It was on display in the store and my wife fell in love with it, nothing else even coming close to it in her eyes.  We agreed the ticket price of £2195 and before paying, I noticed a small fault on the 2 seater.  The Manager agreed to get a replacement in, and I paid for the suite, getting a note added to the reciept saying the sale was subject to our satisfaction.  Eventually, the replacement item came into store, and on examining it, I noticed that this also had a fault, although much smaller and less problamatic.  The Manager said that he could not find another replacement as this was the last in the country.  I asked him if he coud do anything on the price, to which he replied no, but I could give you a free 5 year warranty and a furniture care kit.  I agreed and duly took deliver of the suite.

Fast forward to late september 2019 when my wife found a sharp nail or staple sticking through the frame.  I contacted the warranty company, Castelan Group, who sent engineers on a couple of occasions to agree the best course of action which they informed me, was a replacement arm, as the frame was poorly manufactured.  This was ordered from the manufacturer and all was well until I was notified by email on 10 January this year, stating the manufacturer could not supply the parts and as a result, I was offered an SCS credit note for £1825 or a cash settlement of £821.25 and in both cases, the original suite would remain as mine, which was inline with the policy document.  As the figure seemed low, I emailed Castelan to be told that the policy covered credit notes to the value of the invoice or a cash settlement as a percentage of the invoice amount.  I pointed out that I had paid £2195 for the suite and was informed that their information was different.  I then checked the policy document to find the figures provided by SCS were different, showing £1825 for the suite and £340 for the warranty.  My paid invoice shows the correct £2195 which was paid in full before any discussions about free warranty, therefore I believe that SCS have acted fraudulently.

I have been in contact with SCS for months now but keep getting 'fobbed off' and don't know the next steps to take to resolve the issue and would appreciate any advice as we have a faulty suite and potentially a warranty that will become null and void, through no fault of our own..  Sorry for the length of this tome!!

Steve

Gycraig

It's illegal to incentivise the cover so companies aren't allowed to "reduce" the cover, however what they can (and do) do is knock the price of the cover off of the price of the sofa and charge you the  same price you would of paid but including the cover. Same thing happens with cars etc. 

You wanted to pay 2200 and that's what you paid, did you not get a new receipt saying the price break down ?. 

Based on the time scale I'd personally take the money and run, 

Aylesbury_Duck

Me too.  It sounds like a good outcome.  If you think you may need some furniture in the future, £1800 credit for a three year old sofa that you get to keep is great.  £800 cash is also good.

Sports2racer

No amended receipt at all and to be honest, I only noticed the fact that someone had 'fudged' the figures (to protect commission?) after the problem arose. I cannot accept that the offer is considered good, as the extended cover is intended to provide a like for like (value) replacement from the retailer in instances were a repair can not be completed. The credit note offer would not replace 'like for like' this suite and if accepted I would be in a worse position than currently.  It's also worth noting that the first engineer who came to assess the problem, took a cutting from the faulty arm so as to match the leather. Obviously this has left an unrepairable hole in the leather cover.  I intended to try the Furniture Ombudsman to mediate but due to coronavirus and staffing issues, they are not able to advise on new cases. 

Aylesbury_Duck

I'm afraid it's a waiting game until the ombudsman is operating again, then.