Mis-sold sofa

powerful_Rogue

RockKing said:

sheramber said:

The OP appears to have been unaware that the sofa they were sitting on was not a standard 3 seater sofa. No one explained it was a 15 seater.

The assistant appears to have been aware that the sofa the OP was sitting on was not a standard 3 seater sofa so ordered a standard 3 seater sofa instead of the larger one that was on display.

This is correct. All of this is very difficult to explain. But someone said imagine going into the Audi showroom and driving a 2 door TT for a spin. Asking for a 4 door version and getting an A1. It's an Audi with 4 doors but not what you were sat in when ordering.

I have returned to the store and a very rude shop assistant asked if the bigger sofa would have fitted in my house! That made me very angry. She was sat in a chair at the time and I said let's swop sides. You order that chair you are sat in but I send you a smaller version, what would you say?

Taken this up with the ombudsman now.

Struggling to see whats rude about that comment. Seems a reasonable question.

HillStreetBlues

sheramber said:

The OP appears to have been unaware that the sofa they were sitting on was not a standard 3 seater sofa. No one explained it was a 15 seater.

The assistant appears to have been aware that the sofa the OP was sitting on was not a standard 3 seater sofa so ordered a standard 3 seater sofa instead of the larger one that was on display.

I feel that's an important point.

Say the corner was on the left and the middle cushion and right cushion were 60cm each.
If I  said I wanted no left corner, I want it straight like the right is, then I would expect every cushion to measure 60cm

If they delivered a sofa with three cushions measuring  40cm each, that that isn't what I ordered.
What they call it, 1  or 1.5  isn't my concern as may differ with each showroom.

diystarter7

RockKing said:

sheramber said:

The OP appears to have been unaware that the sofa they were sitting on was not a standard 3 seater sofa. No one explained it was a 15 seater.

The assistant appears to have been aware that the sofa the OP was sitting on was not a standard 3 seater sofa so ordered a standard 3 seater sofa instead of the larger one that was on display.

This is correct. All of this is very difficult to explain. But someone said imagine going into the Audi showroom and driving a 2 door TT for a spin. Asking for a 4 door version and getting an A1. It's an Audi with 4 doors but not what you were sat in when ordering.

I have returned to the store and a very rude shop assistant asked if the bigger sofa would have fitted in my house! That made me very angry. She was sat in a chair at the time and I said let's swop sides. You order that chair you are sat in but I send you a smaller version, what would you say?

Taken this up with the ombudsman now.

Hi OP

Thanks for the updates.

Sorry about the very rude shop worker. did you report the rudeness? If not you should.

Re the ombudsman, IMO, from what you have said, they will side o the side of the shop I'm 80 confident about this.

However, on this occasion I hope Im wrong,

Good luck

powerful_Rogue

diystarter7 said:

RockKing said:

sheramber said:

The OP appears to have been unaware that the sofa they were sitting on was not a standard 3 seater sofa. No one explained it was a 15 seater.

The assistant appears to have been aware that the sofa the OP was sitting on was not a standard 3 seater sofa so ordered a standard 3 seater sofa instead of the larger one that was on display.

This is correct. All of this is very difficult to explain. But someone said imagine going into the Audi showroom and driving a 2 door TT for a spin. Asking for a 4 door version and getting an A1. It's an Audi with 4 doors but not what you were sat in when ordering.

I have returned to the store and a very rude shop assistant asked if the bigger sofa would have fitted in my house! That made me very angry. She was sat in a chair at the time and I said let's swop sides. You order that chair you are sat in but I send you a smaller version, what would you say?

Taken this up with the ombudsman now.

Hi OP

Thanks for the updates.

Sorry about the very rude shop worker. did you report the rudeness? If not you should.

Re the ombudsman, IMO, from what you have said, they will side o the side of the shop I'm 80 confident about this.

However, on this occasion I hope Im wrong,

Good luck

How is the question the shop worker asked rude?

HillStreetBlues

powerful_Rogue said:

Struggling to see whats rude about that comment. Seems a reasonable question.

One reason it could be is that the question infers the OP is stupid.

My reply to such a question would be

"Yes the larger sofa is far to big for my house, that's why I'm complaining,  as the small one fits in, and I want one that doesn't"

powerful_Rogue

HillStreetBlues said:

powerful_Rogue said:

Struggling to see whats rude about that comment. Seems a reasonable question.

One reason it could be is that the question infers the OP is stupid.

My reply to such a question would be

"Yes the larger sofa is far to big for my house, that's why I'm complaining,  as the small one fits in, and I want one that doesn't"

I've seen many posts on this very section over the years and elsewhere on the internet where people have ordered a sofa and when it's delivered it's far to big and as such looking to see if they can get a refund. It's a very reasonable question, especially when sofas look much smaller then they actually are due to the size of the showroom.

HillStreetBlues

powerful_Rogue said:

I've seen many posts on this very section over the years and elsewhere on the internet where people have ordered a sofa and when it's delivered it's far to big and as such looking to see if they can get a refund. It's a very reasonable question, especially when sofas look much smaller then they actually are due to the size of the showroom.

I think it's a reasonable question before it's ordered.
But the smaller sofa is in the house, giving the OP the judgment in size.
I'm sure that if the small sofa had just fitted  then the OP wouldn't be complaining.

powerful_Rogue

HillStreetBlues said:

powerful_Rogue said:

I've seen many posts on this very section over the years and elsewhere on the internet where people have ordered a sofa and when it's delivered it's far to big and as such looking to see if they can get a refund. It's a very reasonable question, especially when sofas look much smaller then they actually are due to the size of the showroom.

I think it's a reasonable question before it's ordered.
But the smaller sofa is in the house, giving the OP the judgment in size.
I'm sure that if the small sofa had just fitted  then the OP wouldn't be complaining.

Just because a small sofa fits in, doesn't mean a larger one would - thus it being a reasonable question.

Now if they had the larger sofa and was asked if the smaller one would fit in I would partly agree.

HillStreetBlues

powerful_Rogue said:

Just because a small sofa fits in, doesn't mean a larger one would - thus it being a reasonable question.

Now if they had the larger sofa and was asked if the smaller one would fit in I would partly agree.

I tend to judge people by what I would do, not the lowest common denominator.

If it was me, the first thing i would do after measuring the smaller sofa  was to remeasure the dimensions of getting the larger sofa where i wanted it.
There is no way I would risk complaining about a smaller sofa, getting it sent back and find the larger one doesn't fit.

No doubt there are some people that it would happen to, but  I can't treat everyone like that.  

MalMonroe

I don't really understand why the company didn't want to ensure customer satisfaction and just agree to exchange the furniture they sent for the things you actually DID want. Nor why they are making things so very difficult for you. Don't businesses believe that the customer is always right, even when they are wrong anymore? 

Yes, you may have got things wrong and you may not have had your tape measure handy in the shop (I don't carry one around with me either) and the assistant didn't really listen to you and so you didn't get what you wanted. BUT they should really be more accommodating, in my opinion. They've lost a customer - who will probably complain about them on Twitter or Facebook (you could, when it's all over) and they're just being unnecessarily awkward.

They could have rescued the situation by being more flexible and not just cutting you off at the knees, so to speak.

Have you tried contacting their head office (organ grinder, rather than monkey) to consider asking them to exchange what they sent for what you really wanted? Or has the time for negotiation now passed?

Is it the furniture and home improvement ombudsman you contacted?   

https://www.fhio.org/

I understand your frustration and whilst I'd probably have done the same as you, I may have just tried to see what their CEO or managing director said in the first instance.

I'm really horrified that some people seem to think it's fine to treat customers in such a shabby manner. 

Good luck. I do hope you manage to get what you want because this furniture company could have easily nipped this in the bud by just trying to please their customers.