Oak Furniture Land

solenya

We ordered (and paid for in full, including the 5 year furniture guard and premium delivery service) an L shaped sofa from Oak Furniture Land in August 2021, with delivery scheduled for January 2022. The date came, with confirmation sent prior to and on the day. Then last minute, delivery was cancelled with no explanation. We were able to reschedule for 15th February... which was again, cancelled last minute on the day it was due to arrive. After hours on hold to customer service, we finally found out that they apparently could not find half of the sofa and an allocation order would need to be put through. Fast forward, and delivery was rescheduled, and, cancelled last minute without explanation a further 6 times. After numerous visits to the local store in which we placed the order and more hours of hold to customer service, we were fobbed off with the same explanations. They have lost half of the sofa again and an allocation needs to be put through. Again. The latest information received has left us being told the entire thing is missing, an allocation needs to be out through and we will now need to wait until the end of June 2022. That is nearly 1 year!! They have had thousands of pounds of our money, time has had to be taken off work, we haven't a thing to show for it! We have been offered to have the delivery fee refunded, and nothing further. I am disabled, and we have had nothing to sit on since January. This in itself and the continuous stress and time and money loss from it all has caused a health relapse and we have lost faith that it is even going to arrive come June. We have raised the ongoing issue with Resolver with no results so far.

What are our rights as consumers? What more can we do? It really feels as though we are constantly being fobbed off with excuses. The local store checked the system and said they didn't understand as everything has been checked off, signed off, all "green" and out for delivery. This was even more infuriating to hear to be honest.

Ergates

Consumer Rights Act 2015 (legislation.gov.uk)

Sections 7, 8 and 9.

They've failed to meet agreed upon delivery dates multiple times, you may consider the contract at and end and OFL must repay you all your money.

Aylesbury_Duck

Write to them saying that if the sofa isn't with you in 14 days, you expect a full refund. If not you will commence court action.

solenya

Thank you for the replies. The thing is, it took so long to choose the sofa and it is still the one we want, so despite all this hassle we are a little dubious as to how to approach as we do actually want the product and can't find anything equal elsewhere! (And also can't afford anything whilst so out of pocket, so feels very much like a catch 22 situation!) 

Are the options mentioned viable to actually still receive the products or is it very much a final cancellation of the contract and bCk to square 1?

I feel so angry with the situation but even more so because of how much we actually want the sofa we saved for and ordered! 

Ergates

If you cancel the contract it'll be back to square one - they give you your money back and you have to go find a sofa again.

Ultimately - you can't force them to get their act together and deliver the sofa you want, that ball is entirely in their court - all you can do is wait or pull out.

Aylesbury_Duck

I agree.  You need to weigh up whether it's more important to get that particular sofa (with whatever wait is necessary) or find another sofa with a (hopefully) more prompt and fixed delivery date.

You have no leverage other than cancellation, or the threat of it.