Bespoke Sofa unsuitable

LynnSG

My partner ordered a bespoke corner sofa from Denelli Italia 9 months ago. He phoned to order and spoke to a sales advisor. He asked the advisor to look at the website and order the same configuration as shown online, as it can be confusing knowing if it's a right or left handed configuration. The sofa was delivered after a 9 month wait (over twice as long as estimated) and its the wrong configuration and doesn't fit the room. Denelli claim its my partner's mistake, saying their sales advisors are experienced and wouldn't make a mistake. The solution they have offered is to take the sofa back and pay a further 25% for a new one, which will take at least 6 months. We will have no sofa, as we gave the old one away as this new one was delivered. Any ideas how to proceed? 

pinkshoes

Well if your partner ordered a sofa that was EXACTLY like the one on their website, and you didn't get that one, then take a photo of what you got along side the website one and tell them you would like it collecting and the correct one delivering.

They may be the expert but you know your own living room and which way round a sofa needs to be, so make it clear them them that you specifically ordered one identical to the website.

Did you not get any order details through confirming what you had ordered?

e.g. did the paperwork say something like "left hand configuration" but actually the website shows a right hand configuration?

Alderbank

This is the guide on the Denelli Italia website. If you find it confusing perhaps your partner did make a mistake?

LynnSG

He is dyslexic and found that diagram confusing - especially as that diagram refers to a chaise (no arm one end) 
Our sofa has an arm each end. The actual model of sofa online is only shown in the configuration we wanted. Rather than describe it as left or right facing (which is a bit confusing) he asked for the configuration shown in their advertised model. He didn't order from that diagram 

theonlywayisup

LynnSG said:

He is dyslexic and found that diagram confusing - especially as that diagram refers to a chaise (no arm one end) 
Our sofa has an arm each end. The actual model of sofa online is only shown in the configuration we wanted. Rather than describe it as left or right facing (which is a bit confusing) he asked for the configuration shown in their advertised model. He didn't order from that diagram 

Perhaps he shouldn't have been ordering if he didn't or couldn't understand the order process.  But that is moot.

Did he order what was delivered? Or are you saving they delivered something else?  I'm not specifically asking if they delivered what your partner thought he ordered.   What is the advertised model - can you link to it?  How does it differ from what you received?

LynnSG

Thanks pinkshoes (this is my first post so sorry if I'm not replying to posts correctly!) 
Yes he asked the salesman to go on to their website while they were on the phone and both looking at the same model of sofa, and he asked for that configuration. The sofa they ordered was a Left Hand facing, which we didn't query, when sent a confirmation email as we trusted that was the correct terminology. It seems we should have ordered a right hand facing. Our argument is  we didn't state left or right we asked for the configuration in the photo of sofa online 

LynnSG

He is mildly dyslexic, and knows his limitations, which is why he asked the salesman to order from a defined example, rather than commit to left or right. It was over lockdown and we weren't able to be together.  Nethertheless, he is more than capable of communicating his wishes, which is what he did

powerful_Rogue

LynnSG said:

Thanks pinkshoes (this is my first post so sorry if I'm not replying to posts correctly!) 
Yes he asked the salesman to go on to their website while they were on the phone and both looking at the same model of sofa, and he asked for that configuration. The sofa they ordered was a Left Hand facing, which we didn't query, when sent a confirmation email as we trusted that was the correct terminology. It seems we should have ordered a right hand facing. Our argument is  we didn't state left or right we asked for the configuration in the photo of sofa online 

So you ordered left hand facing, email conformation says left hand facing and you received left hand facing.

What you actually needed was right hand facing. Is that correct?

LynnSG

powerful_Rogue said:

LynnSG said:

Thanks pinkshoes (this is my first post so sorry if I'm not replying to posts correctly!) 
Yes he asked the salesman to go on to their website while they were on the phone and both looking at the same model of sofa, and he asked for that configuration. The sofa they ordered was a Left Hand facing, which we didn't query, when sent a confirmation email as we trusted that was the correct terminology. It seems we should have ordered a right hand facing. Our argument is  we didn't state left or right we asked for the configuration in the photo of sofa online 

So you ordered left hand facing, email conformation says left hand facing and you received left hand facing.

What you actually needed was right hand facing. Is that correct?

Yes that's correct. The picture of the model we chose on the website shows a right hand facing  which is what we thought we ordered (by asking for THAT configuration) rather than asking for a left or right. The company, it transpires, ordered a left hand facing. I'm trying to post a link to the actual picture of sofa, but can't figure out how to on this site! It's my first time using it 

Caz3121

LynnSG said:

 I'm trying to post a link to the actual picture of sofa, but can't figure out how to on this site! It's my first time using it 

as a new user you may not be able to post links yet but if you give the name of the sofa someone should be able to post it for you

TELLIT01

You may have a problem proving that the sales person made the error.  Unless all calls are recorded and recordings are held for an extended period it will come down to your partner's word against the person they spoke to.  If the confirmation order and the received item match they will be able to claim there was no error on their part.