SCS Poltronesofa order foul up refusing refund after first agreeing to refund

Wolfdog2022

Hi

I am a severely disabled wheelchair user, TBI etc. So everything is hard for me. Memory learning difficulties etc..

So I went to SCS Poltronesofa with my hubby on 25th March, and we looked for a recliner corner sofa with recliner and chaise.

Hubby found the Viserba which was what we came to look at, and tried the recliner, sat in the seats. Said that’s what he wanted.

Spoke to Jamie, and asked if the £2599 for the Viserba corner sofa with recliner was the price for that sofa as is with recliner. He said yes.

So we said yes that’s what we want to order, as is, but in a Bluey shade. Samples were bought and he helped us choose the colour.

Proceeding to the order, he got out his tablet, and said that the sofa would be £20 more for the change of colour, then quickly corrected to £120 for change of colour.

Then he told us, delivery would be £129. Then he asked us if we’d like power head rests to which we replied no.

So All OK please proceed with order. We went through it again with him, recliner in blue, opposite side to the one in store. There was a sort of pre-sale on, as it was the initial opening offers of the new Poltronesofa range.

Then Jamie handed me his tablet with a big blank screen, to sign with my finger. Which I did, as we’d just sat with him verbally going over what we had ordered. Corner sofa, Viserba, recliner in blue, opposite hand to store model.

We were surprised not to get an order print out, but Jamie had been having trouble with the tablet, going backwards and forwards with details price etc..

Jamie then told us he couldn’t process the order and would put it through later that day as the system was down.

So we paid the £900 deposit on the credit card and went home.

email came through, and we didn’t notice there was anything wrong with the item at that point. We were confused by the colour code, so phoned to check, he explained it was all OK. Corner sofa, recliner, opposite hand in blue.

We thought no more of it, and waited 13 weeks. Then had a phone call to pay the balance prior to delivery. I queried the price as the email had disappeared from my iPad email system.

Had a think then realised it was right and phoned back and paid the balance. As I said before, Moderately severe Brain injury. Things take me a lot longer than ordinary folk.

On 24TH June they delivered it and set it up, and were about to leg it out the door.

When my hubby looked at it, and said ‘hang on, where’s the electrics for the recliner?’

They came back, and said no that’s what you ordered. It’s not what we ordered.

We rejected the sofa and they took it away. They didn’t want to they tried to tell us we could keep it and use it, until the right one came. They also told us that the stores are always doing this, placing orders incorrectly.

So we phone the store, it’s closed, then head office, who confirmed that’s the order that came from the store.

But the non recliner, was £400 or £500 cheaper, so why didn’t someone notice the amount was wrong?

No one ever contacted us. At the time prices were rising and falling all over the place with offers, then free delivery, but someone should have noticed surely.

So we phone the store when it opened and spoke to Jamie, who was pretending he couldn’t hear us after the first minute or so.

Said he’d phone us back but didn’t.

So I phoned again, different phone, and went through the details of when we came in, lady in wheelchair, bought a piece of curtain, etc etc.

Jamie then remembered us, and then said he’d look into it and phoned us back.

Jamie said he’d had a member of staff who had ADHD and could remember everything and said the server was down at the time of our order, and yes he did remember us, and that the order was for the recliner sofa.

Jamie then apologised and said it was his fault, and he would get the manager Scott, to contact us tomorrow as he wasn’t in today. He said we could either wait for the right sofa to be delivered or have a full refund.

I thanked him for being honest and owning it, and said I’m not sure I’ll still be here in another 12 weeks, as I’m quite poorly and just want a refund.

25th June, Scott the manager phoned my hubby’s line and left a message saying he would have to speak to someone else on the 26th.

My hubby phoned him back after getting up (night shift worker).

However, even though Jamie had admitted it was his error, Scott wouldn’t accept what Jamie had said and was telling us he would have to speak to area manager, as we had signed, and that was considered final.

Needless to say Scott hasn’t phoned us back.

It seems as though even though Jamie owned up to the fact he had made an error, because I signed, albeit a blank screen, they’re going to try to get out of it.

We paid the first and final payments by credit card. The second payment being over the phone.

Aylesbury_Duck

It seems very clear that they haven't delivered what you ordered, and you did the correct thing by rejecting it.

Today's the 26th. Give them a call this afternoon and politely insist on the refund. If they still muck you around, contact your card provider.

I wonder if they're trying to string it out so the value of the order hits the month/quarter sales/commission target. If they are, then it may be miraculously sorted out next Wednesday.

elsien

For future reference, if your husband doesn’t have the same difficulties that you do, perhaps he needs to doublecheck any orders before you sign them?

sheramber

Go into the store and tell them you will stay there until they process the return. Make sure other customers hear your complaint.

My friend had problems with delayed delivery of a suite,( not from SCS.)

They were sitting on deck chairs,

She and her husband went to the store and made sure other customers heard her complaint.

She was given a display suite to use until hers arrived.

the_lunatic_is_in_my_head

See if you can record a phone call where they admit fault.

Wolfdog2022

Thank you @Aylesbury_Duck never thought of that. 👍☺️

Wolfdog2022

Thanks @the_lunatic_is_in_my_head I shall make sure I do that 👍😊

Wolfdog2022

Yes, thank you @sheramber my hubby likes that idea, with protesting boards. 👍 Might kick them into gear.
No receipts are given, just a blank screen to sign, not like the old days when you had an invoice to peruse and then sign.

Wolfdog2022

Hi @the_lunatic_is_in_my_head @sheramber @Aylesbury_Duck

I just wanted to let you all know that I got a full refund and an apology from Poltronesofa aka SCS.
Went to look for a replacement in Dorchester, and found one in store on clearance for half the price.
Immediate delivery, more comfy even, and a good saving.
So perhaps they did me a favour getting it wrong. So thanks once again for all your help.