Sofa Purchase wrong colour delivered

Mickster63

We purchased two new sofas recently. The instore experience was good we went through the order - made the payment and awaited delivery. When the sofas came they were the wrong colour combination.   I contacted the company who have made the checks against my order and they have said it was what was ordered in the shop. The problem being the form I signed for says Chocolate Collection and we have received a totally different colour combination to the one we had wanted. The store person has apparently said that we have received what we wanted but the mistake was the store person who has placed the wrong order.  We signed for it on the basis that they had followed what we wanted and they are asking why did you sign for it ? How we would know their coding are colours and the word collection suggests a range 
 We are completely exasperated by what's happened the store do not want to know basically saying that they have sent the correct sofa and its your fault for signing for it    -  anybody got any suggestions 

the_lunatic_is_in_my_head

Hello OP

These things are always tricky as you have a piece of paper that says one thing and the other that was agreed was verbal, was the colour you wanted the specific display model in store?

DullGreyGuy

What colours are what you got? What were the colours that you were asking for?

As someone thats colourblind I get irritated when things are described as "grape" or "blueberry" as I struggle to know if it's blue or purple or something else and cannot trust my eyes. "Chocolate" you'd assume would be browns... if you were ordering something in Pink then it would have seemed that it should have raised a flag when you checked the paperwork. 

We had something similar when ordering a car, was described as black sports seats and they sent the stock photo which looked like polished black leather with sheen on the edges, when car turned up it wasn't sheen but white plastic piping. Thankfully we'd ordered remotely so could reject the order. 

Mickster63

Thanks for the replies - the colours we wanted were the one that we saw in the store which should have avoided any confusion you would have hoped 

Thanks DullGreyguy  - the order form shows Chocolate Collection  which seemed fair as the word 'collection' suggested that there might be a few options and it had a code on there which we assumed would relate to the one we wanted which was Chocolate and a Biscuit colour instead we got Chocolate and Dark Grey -  the attitude of the store is the thing that is really frustrating but as Lunatic says its down on the paper and what we agreed was verbal.  It leaves a very bad taste

MeteredOut

If the sofa colour that was delivered was the colour on the order that you signed, then I think you'll have difficulty challenging things. But of the order only had "Chocolate Collection" and a colour code, but that colour code did not match the sofa you selected, and as a consumer, you could not be expected to know that the colour code did not match the colour you selected, then I feel you are within your rights to pursue this.

Proving it will be the challenge.

km1500

sounds like a straightforward case of the shop making a mistake on the order details 

go back to the store and say this is not what you ordered that you ordered what you saw in the store and that you want them replaced

if they refuse then a letter before action and the small claims court and tell the judge what you have written here

ThumbRemote

Further to the response from km1500, if the store still have the same sofa on display, go and get a photo. This would support your story that you asked for the display colour, not something else. 

Mickster63

thanks for the suggestions - I do have a picture of the sofa in the store so one hopes sense will prevail but I fear from the attitude of the store so far it may be difficult

the_lunatic_is_in_my_head

Mickster63 said:

Thanks for the replies - the colours we wanted were the one that we saw in the store which should have avoided any confusion you would have hoped 

Thanks DullGreyguy  - the order form shows Chocolate Collection  which seemed fair as the word 'collection' suggested that there might be a few options and it had a code on there which we assumed would relate to the one we wanted which was Chocolate and a Biscuit colour instead we got Chocolate and Dark Grey -  the attitude of the store is the thing that is really frustrating but as Lunatic says its down on the paper and what we agreed was verbal.  It leaves a very bad taste

Thanks OP, that does help somewhat, you could try quoting Section 14 of the Consumer Rights Act at them:

https://www.legislation.gov.uk/ukpga/2015/15/section/14

which says goods should match what you saw, obviously it excludes anything pointed out and doesn't prove you didn't order a different colour but may help. 

Is this a big shop like DFS or an independent store? Did you use credit (either a credit card or the shop's finance options) to pay? 

Mickster63

i used a credit card so i am going yo contact them to see if ttey can helo

susssy

I have the same problem right now with DFS ordered 2 cream sofas arrived 2 days ago one is correct the other is totally different colour I am having to wait over a week for someone to come out to look at them despite having sent photos i am furious