SCS Refund on Sofa

sofarobot

Hi all, I need some advice please.
I ordered some sofas (3 and a 2) in store about a week and a half ago. Was pressured into buying it by the sales people saying the deal is on for today as of right now and when signing the contract I was rushed into doing it and sort of fobbed off when I was asking any questions, they kept asking for my details and sign this and that. But before I signed it I mentioned that what if the sofa doesn't fit and they said it'll be alright, it will fit. And then I said will I get full refund if we don't want it, he said "yeahhh within 7 days" whilst shrugging his shoulders and I thought okay that's totally fine then, will go home and measure up the room and if it doesn't fit, it's all good because I can change the size or money back.
Went home and doesn't fit in the place, so after some thinking I decided to just cancel the order because we currently have a 3 seater in that space and so I'm sure I can find another 3 seater with that same size.
Rang customer service and they can't do anything as the Store deals with all sales and so they will ring me, a lady called back and explained situation that it doesn't fit and so can I get refund, she was straight away saying that that the Policy doesn't allow any cancellations/refunds and I said I was told I could and after a bit of back and forth, she said she will let the salesperson get back to me, which they didn't. Rang customer service twice more and then got call back from salesperson, explained scenario and they said okay no problem, will come out to check the fitting and take it from there. He came and measured up and was still suggesting it fits, even though there is no walkroom if the sofa was to be put there and said no it will not fit! He went back and said will get back to me, which again he didn't. 3 more calls to customer service to chase up because I wanted it done within the 7 days and they reassured me that it's fine, it will be cancelled and that orders don't get sent to the warehouse/factory until after 7 days anyway.
The salesperson boss (branch manager) rang me eventually and argued with me saying that "you just don't want it" and I said no it's because it doesn't fit and besides now I don't want anything because of the way everything has been handled and me constantly having to chase up for it. We went back and forth and I mentioned that customer service said that the refund will happen and he replied with that "Customer service will say anything to keep you happy, they don't run the business, they don't know what's going on. WE get the sales and are the business!", the cheek of him, I know. But after about half an hour he said he has to speak to Director because the deal apparently came from the Director approval and either I will get a refund or 25% cancellation fee. I was fed up at this point and just said okay and he said he will get back to me which again he hasn't and it's been 2 days.
As a side note, he did mention that if the sofa didn't fit, the salesperson should've used a save for later thing which puts the order on hold with the price set on the deal until the customer can measure it and confirm all is okay, I said YES! why didn't he do that and also he was there when the sale was being discussed, he didn't mention it at all either.

I need some help in how to handle this and get my refund, I was serious about buying the sofa hence the big cash deposit and my trust, be it misplaced, in the 7 day refund thing but after all of this I don't even want to go in the store anymore.
Is there anything I can do or say or contact?

pbartlett

in general, in store purchases are not refundable because of change of mind.

normal.procedure is to check.they fit before buying.

Aylesbury_Duck

I think there's perhaps some confusion here around what is meant by "fit".  When I read your account and the sofa fitting is first mentioned, I assumed you were talking about it physically being able to fit through the door/window and into the house, whereas what you meant was whether it fits into the space.  Secondly, it seems it does fit into the room, but just not in a way you like.  I think that puts you in a trickier position on the 7 day promise, because I expect the salesperson's verbal commitment was based on the same assumption of "fit" that I made.

You have no rights to return an in-store purchase unless it's faulty, misdescribed or they made a verbal commitment they're not keeping.  Your contention is that the last of those three applies, but proving it will be difficult.  How did you pay?

sofarobot

Aylesbury_Duck said:

I think there's perhaps some confusion here around what is meant by "fit".  When I read your account and the sofa fitting is first mentioned, I assumed you were talking about it physically being able to fit through the door/window and into the house, whereas what you meant was whether it fits into the space.  Secondly, it seems it does fit into the room, but just not in a way you like.  I think that puts you in a trickier position on the 7 day promise, because I expect the salesperson's verbal commitment was based on the same assumption of "fit" that I made.

You have no rights to return an in-store purchase unless it's faulty, misdescribed or they made a verbal commitment they're not keeping.  Your contention is that the last of those three applies, but proving it will be difficult.  How did you pay?

I paid by cash (silly me), and when I asked the salesperson can I get full refund, he said "yeahhh" but he didn't mention refund only if it doesn't fit, he just said yeah within 7 days you will get full refund irregardless of reason.
I haven't actually received the Sofa, I requested to cancel it 1 day after I purchased it.
Yes true it does fit in the room but only if I move the other furniture around, but the furniture that is already there has been there from the beginning (I showed a picture to the salesperson by the way, of the room setup) and also I can't put the furniture elsewhere in the room which again was mentioned.

pbartlett said:

in general, in store purchases are not refundable because of change of mind.

normal.procedure is to check.they fit before buying.

Yes that is true and I did keep mentioning that to the salesperson but he was very pressuring and with him saying full refund and just that, I thought it's all good then.

Aylesbury_Duck

sofarobot said:

Aylesbury_Duck said:

I think there's perhaps some confusion here around what is meant by "fit".  When I read your account and the sofa fitting is first mentioned, I assumed you were talking about it physically being able to fit through the door/window and into the house, whereas what you meant was whether it fits into the space.  Secondly, it seems it does fit into the room, but just not in a way you like.  I think that puts you in a trickier position on the 7 day promise, because I expect the salesperson's verbal commitment was based on the same assumption of "fit" that I made.

You have no rights to return an in-store purchase unless it's faulty, misdescribed or they made a verbal commitment they're not keeping.  Your contention is that the last of those three applies, but proving it will be difficult.  How did you pay?

I paid by cash (silly me), and when I asked the salesperson can I get full refund, he said "yeahhh" but he didn't mention refund only if it doesn't fit, he just said yeah within 7 days you will get full refund irregardless of reason.
I haven't actually received the Sofa, I requested to cancel it 1 day after I purchased it.
Yes true it does fit in the room but only if I move the other furniture around, but the furniture that is already there has been there from the beginning (I showed a picture to the salesperson by the way, of the room setup) and also I can't put the furniture elsewhere in the room which again was mentioned.

pbartlett said:

in general, in store purchases are not refundable because of change of mind.

normal.procedure is to check.they fit before buying.

Yes that is true and I did keep mentioning that to the salesperson but he was very pressuring and with him saying full refund and just that, I thought it's all good then.

Which is it?  Not that any of this is documented, but the first response is very different from the second one.  If he actually said "yeah within 7 days you will get full refund irregardless of reason" then you should write to them and tell them that that was part of the contract.

To be honest, your situation appears to me to be buyer's remorse, and you're looking for a way out.

sofarobot

Sorry if I didn’t make it clear, but when asked the question if “will I get a full refund”, the salesperson just said “yeah within 7 days”, which I took as I can get a refund no matter what!
Yes I’m thinking about writing to them but want to hear back from them first in what they say, I’ve spoken to Customer Service who said they’ll ring back. 
I do have remorse but it is in the way everything is handled and the way they are avoiding me and doing everything they can to keep the deposit. 

I was very specific to them that the Sofa had to fit and if it did then happy days because it is a nice comfortable sofa, but it doesn’t and so I asked for a full refund which I thought would be fine because he said it but it ended up being a lot more aggro. 

sheramber

which I took as I can get a refund no matter what!
I think that Is where you made the mistake. You should have clarified what were the conditions for a refund. 
The salesman's job is to sell sofas not to assess if it will fit in your room. 
You need to play  nicely  and keep them on your side.
You catch more flies with honey than with vinegar.  

Aylesbury_Duck

^^ good advice. 

sofarobot

sheramber said:

which I took as I can get a refund no matter what!
I think that Is where you made the mistake. You should have clarified what were the conditions for a refund. 
The salesman's job is to sell sofas not to assess if it will fit in your room. 
You need to play  nicely  and keep them on your side.
You catch more flies with honey than with vinegar.  

Yes that’s true, I’m quite the gullible person lol. But yes I’m trying my very best to stay nice and civil about it.