Bespoke Sofa unsuitable

LynnSG

Caz3121 said:

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

Ah  I see! Thank you- I kept trying but understand why now! 
Its Denelli Italia website. Model is 

Rocco Leather Recliner Corner Sofa - Version B

The site shows only one configuration , which is what he asked for. They give options in drop down to order left or right , but he asked the salesman for the one shown on website. 

LynnSG

TELLIT01 said:

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.

That is the problem. His word against theirs. There's no recording of call - it was 9 months ago, during lockdown, when their showroom was closed. 
We've accepted we've no proof, and are reluctantly willing to return sofa and pay 25% for a replacement. We are told this will take 6 months, and we will have no sofa in the meantime. We genuinely 100% know the error was with the salesman, but have no proof of thus, and can only learn from this, and bear in mind the exceptional circumstances during lockdown  when nothing was straightforward

pinkshoes

Ok, so the website shows this:

So going on their other description of right or left, then I make this a right facing one?!?!?


I think it is a fair assumption for customer to order by the exact one on the website, so I would still argue that this is THEIR mistake! I'd buy it off you as it's just what I'm looking for, but sadly I also would need a right hand one!

I would ask them to listen to a transcript of the phone call on <date> and state that at no point did you order either a left or right facing sofa, but only the sofa shown in the picture on the website.

Alderbank

Looking at the picture I am absolutely certain that this item would not have been delivered as one monolithic unit. It will have been carried in as several components and finally assembled in the destination room.

Get a good handyman to take a look at it as the units look very modular. If you are in luck an hour or so with a couple of spanners will give you the arrangement you want.

LynnSG

Alderbank said:

Looking at the picture I am absolutely certain that this item would not have been delivered as one monolithic unit. It will have been carried in as several components and finally assembled in the destination room.

Get a good handyman to take a look at it as the units look very modular. If you are in luck an hour or so with a couple of spanners will give you the arrangement you want.

It's not interchangeable- it came in 3 pieces - 1 long piece with an arm, 1short piece with an arm and a corner piece but not strictly modular. The arms are fixed. Good idea otherwise! 

LynnSG

pinkshoes said:

Ok, so the website shows this:

So going on their other description of right or left, then I make this a right facing one?!?!?


I think it is a fair assumption for customer to order by the exact one on the website, so I would still argue that this is THEIR mistake! I'd buy it off you as it's just what I'm looking for, but sadly I also would need a right hand one!

I would ask them to listen to a transcript of the phone call on <date> and state that at no point did you order either a left or right facing sofa, but only the sofa shown in the picture on the website.

The problem is, the sofa diagram relates to a chaise type corner sofa. In the diagram you can see there's no end arm, so the chaise is a left facing corner sofa, when the open end is on the left. BUT.....when the sofa has 2 arms, then left or right facing refers to the longest side. So the photo shows a left facing sofa, which is what we ordered. But we've been delivered a longer right side (right facing) 
There's very clear info on DFS website regarding this - I've just seen it! We trekked around all the show rooms before 2nd lockdown to get clarity. We didn't rush the order at all - my partner is meticulous with detail. It's so frustrating as the sofa company still won't accept the mistake. 

LynnSG

LynnSG said:

pinkshoes said:

Ok, so the website shows this:

So going on their other description of right or left, then I make this a right facing one?!?!?


I think it is a fair assumption for customer to order by the exact one on the website, so I would still argue that this is THEIR mistake! I'd buy it off you as it's just what I'm looking for, but sadly I also would need a right hand one!

I would ask them to listen to a transcript of the phone call on <date> and state that at no point did you order either a left or right facing sofa, but only the sofa shown in the picture on the website.

The problem is, the sofa diagram relates to a chaise type corner sofa. In the diagram you can see there's no end arm, so the chaise is a left facing corner sofa, when the open end is on the left. BUT.....when the sofa has 2 arms, then left or right facing refers to the longest side. So the photo shows a left facing sofa, which is what we ordered. But we've been delivered a longer right side (right facing) 
There's very clear info on DFS website regarding this - I've just seen it! We trekked around all the show rooms before 2nd lockdown to get clarity. We didn't rush the order at all - my partner is meticulous with detail. It's so frustrating as the sofa company still won't accept the mistake. 

I can't add links, as I'm a new member. You can see DFS's " buyers guide to corner sofas " online. Denelli Italia said yesterday "we use the same configuration as DFS" . Today they say "you didn't order from DFS " Arrggghh!!

Aylesbury_Duck

What outcome do you want, given they can't supply the correct version for at least six months?

LynnSG

Aylesbury_Duck said:

What outcome do you want, given they can't supply the correct version for at least six months?

Ideally, a replacement sofa to use in the interim, or keep the wrong one until the right one arrives. The sofa is really nice, and although it cost £3000, quite reasonable price given the spec. Elsewhere similar is much more expensive (Natuzzi)  The company want £750 to make a replacement, which we feel is unfair, as the fault is not ours. 
Failing that, a refund would be acceptable 

Bradden

Did they send any confirmation emails of what you had ordered? If not you may have a valid argument as you had nothing to check against for errors.