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SCS not replying to our complaint
NMGIBBS
Posts: 8 Forumite
We purchased 2 x 3 Seater Marinda sofas from SCS back in September/October 2016 from the Southampton, Hedge End store. At the time we purchased an extra warranty costing £300 for cleaning/repairs of said sofas through the Castelan Group.
The Manager of the store was dealing with our purchase at the time and advised that taking this extra warranty would be a good thing as we have 2 young children and we would be able to have the sofas cleaned up to 3 times in a year if required with no quibbling.
On the 21st March 2017 we contacted Castelan to put a claim in for the sofas to be cleaned. Our little boy had been poorly the day before and had been sick over one sofa and then later in the day he wet himself on the other sofa.
It had taken until 6th May 2017 to send a technician out to us and we have received a letter saying that they cannot take our claim any further. It states the technician could not see any evidence of vomit or urine but just a general build up of staining.
Given the time it has taken them to contact us, we were not just going to leave a vomit & urine stain on our sofa and tried to clean it up the best we could. There is still staining and also odour from these incidents.
We were lead to believe that this would be a no quibble service and as this is not the case we do not wish to pay £300 for a service we cannot use. We would like to have this premium removed from our agreement with immediate effect as we feel this has been mis-sold to us. For the price of this warranty we could purchase an upholstery cleaner ourselves and clean the sofas as many times as we like!
We have emailed SCS numerous times and there is always an automated response promising contact within 24-48 hours. We never receive any communication!
We believe we were missold this extra warranty and want to be reimbursed for this. Where can we take our complaint now please as we are not getting any response from SCS.
Thanks
The Manager of the store was dealing with our purchase at the time and advised that taking this extra warranty would be a good thing as we have 2 young children and we would be able to have the sofas cleaned up to 3 times in a year if required with no quibbling.
On the 21st March 2017 we contacted Castelan to put a claim in for the sofas to be cleaned. Our little boy had been poorly the day before and had been sick over one sofa and then later in the day he wet himself on the other sofa.
It had taken until 6th May 2017 to send a technician out to us and we have received a letter saying that they cannot take our claim any further. It states the technician could not see any evidence of vomit or urine but just a general build up of staining.
Given the time it has taken them to contact us, we were not just going to leave a vomit & urine stain on our sofa and tried to clean it up the best we could. There is still staining and also odour from these incidents.
We were lead to believe that this would be a no quibble service and as this is not the case we do not wish to pay £300 for a service we cannot use. We would like to have this premium removed from our agreement with immediate effect as we feel this has been mis-sold to us. For the price of this warranty we could purchase an upholstery cleaner ourselves and clean the sofas as many times as we like!
We have emailed SCS numerous times and there is always an automated response promising contact within 24-48 hours. We never receive any communication!
We believe we were missold this extra warranty and want to be reimbursed for this. Where can we take our complaint now please as we are not getting any response from SCS.
Thanks
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Comments
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Is there a reason you can't call?0
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What are the terms of the warranty?0
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We have tried but they don't return calls!0
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The terms say the sofas can be cleaned for accidental spillages such as urine, vomit etc but then we were told that there were no traces of this on our sofas.
It was like we're being called liars. We could still smell were my little boy was sick and we had cleaned them to the best we could as obviously we couldn't leave it there!0 -
One sentence is not the terms, so I will ask once more. What are the terms of the warranty that you have purchased? I assume that you have read the terms and have confirmed that it within the scope of the warranty.0
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Wow!!!!128563;! Do you want me to sit and type my warranty wording out for you!?! Of course we have read the terms and as I said above that's what it says and up to 3 times!
Also when you are told by the person selling you said warranty you tend to trust that what they say is right! But this is not the case!
!!!128563;0 -
!!!128563:
Obviously QED
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I'm sure that with the winning personality you are showing here you will win round SCS without any assistance from me. So best you just crack on.0
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My winning attitude?
Could you if not asked in a nicer way? "One sentence is not the terms. I will ask you once more". It's like you were talking to a naughty 5 year old!0 -
You have posted on here looking for help, in an attempt to help you I have asked you for the details of the warranty that you have.
Instead of providing this information you repeat one sentence that obviously is not the terms of the warranty because you either expect me to run around after you and go and find the information for myself or you are just to lazy to help yourself.
I repeated my question again in an attempt to help you resolve your problem. And you continue to ignore this fairly simply and clear request for information and storm off in a little huff.
It would appear to all that with your distinct lack of ability to understand basic questions and your ability to spit your dummy out when you might have to do something to help yourself that you are in fact acting like a spoilt little child (though I think 5 years old is overly optimistic).
The next time someone asks you for information so that they can help you try and be a bit more mature and provide it.0
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