Advice Needed, Challenging Situation with SCS
I’m reaching out to you all on behalf of a friend who brought this situation to my attention last year, due to her mental impairments she has found it very challenging. In my opinion SCS have been messing her around for years, as a result she has paid a lot of money for a faulty corner sofa which can only be sat on at one end!
I’ve attempted to find clarification on her consumer rights online, but the complexity of this scenario makes it difficult. If anyone can give any advice on the best course of action it would be extremely beneficial and very much appreciated.
- Corner Sofa purchased from an SCS store in April 2019.
- Cost £1099 + £200 SCS Sofa Guard - Castelan Insurance 04/2019 - 04/2024.
- Insurance invalid - manufacturing faults not covered.
- Multiple Website archives show that the SCS website offered a 20 year frame guarantee on this product and throughout the period of purchase and currently they offer a lifetime guarantee.
Customer Sales Contract:
Warranty section: 12 months but no information in relation to manufacturing issues.
Guarantee section: “please see care guide given to you at the point of sale”
Care Guide: “Every ScS sofa is guaranteed for one year against manufacturing defects.” ScS also offer the opportunity to purchase additional peace of mind with our unique furniture protection insurance. Available on all our upholstery, fabric warranty protects in the event of staining to the furniture, and also extends the structural warranty to five years.”
Timeline, details from SAR e.g emails/ticket logs/call recordings/technician reports.
November 11th 2020 SCS Ticket Log: Customer contacted - Wood from the frame coming through the cloth of the seat base, issue with frame, they contacted Castelan not covered manufacturing/structural fault. Arranged repair technician visit.
December 1st 2020 Repair Technician Report:
“Seat frame stretcher rails broken. Particle board stretcher not strong enough and wood rail supports come off due to staples not being strong enough. I have screwed support rails back to particle board stretchers securely”
- I've seen the report photos and I can clearly see the frame wood has snapped, not sure why a fix was attempted.
December 4th 2020 - SCS Ticket Log: “Reviewed report, agree with tech, sent debit to manu”
- what debit did they send to Manu?
30/03/2023 Call Recording: Contacted customer service, explained the issue briefly. Agent stated manufacturing warranty had expired and the repair too as its been over one year since it was repaired (not sure what is meant by this?), it would cost £75 non refundable, to have another technician visit and if deemed damage caused in the home then they would charge for the repair (ticket logs clearly show the previous technician deemed it as a manufacturing fault prior to this) she mentioned the insurance and the agent stated it would be invalid as its a structural issue.
30/03/2023 - Ticket Log: customer agreed to the technician visit charge - non refundable - 75
31/03/2023 - SAR requested via email 28/04/2023 - SAR received
23/09/2023 - Complaint emailed to SCS
27/09/2023 - Call Recording: She called SCS, the advisor offered a technician inspection for free, stated SCS have a legal right to try to repair it before offering a refund, she mentioned its already been “repaired” previously, he stated that because its been over 4 years since the repair(non-factual it was repaired in Dec 2020) they have a right to repair it. Quite a coercive, aggressive and unpleasant call to listen to.
16/10/2023 - Technician attended and the report states:
“Liability Explanation: This is manufacturing issue due to failure of stretcher rail as no glue used in construction
Action Taken: Upon inspection of the furniture I found the internal framework I have found the stretcher rail had snapped the rail has been repaired in the past and failed. The stretcher rail support rail had not been fitted with glue during manufacturing also, the repair has had no glue used “
27/11/2023 Call Recording - CS stated she could have a full value refund or full value store credit. They said because the fault was originally logged in 2020, she wouldn’t have any deductions. They logged it with the store and advised that they would contact her within 24 - 48 hours.
02/12/2023 Call Recording - SCS called her to arrange the above, However the advisor stated that because shes had the sofa for over 1 year she would incur depreciation costs and would only receive 40% of the the cost back. She objected and he said he could ask his manager for 50%. She asked for it in writing and received this email “I can confirm that the refund or credit amount would 40% of the original order value due to the goods depreciating over the last few years.”
04/12/2023 - SAR Requested 20/12/2023 - SAR Received
05/12/2023 Final Response Email from SCS - We have fully reviewed the history on your account with the manufacturer, and since the furniture is either discontinued, or the parts can no longer be sourced by the manufacturer to enact repairs, they believes the best solution to resolve your concerns is to supply a refund credit note in accordance with section 24 of the Consumer Rights Act 2015.
Due to the fact you have possessed the goods for more the six months, the manufacturer is within their legal entitlement to apply depreciation on any refund credit in accordance with section 24(8) of the Consumer Rights Act 2015.
As the goods in question have been in your home since 27/04/19, this is why the manufacturer has agreed to offer you a refund credit at 40% of the original cost of your goods
The refund credit can be used towards a reselection purchase in an SCS store, or as a direct refund upon recovery of the goods.
We would like to inform you that ScS A share & Sons is registered as a full member of The Furniture and Home Improvement Ombudsman which is approved by government to provide independent alternative dispute resolution services to consumers. We follow the Ombudsman’s Code of Practice which means that their decisions are binding on us. You are now entitled to contact them if you are not satisfied with our response to your complaint. This is our final response to you.
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