Hi there,

I bought a sofa from SCS back in January. The sofa arrived about 6 weeks later. After delivery we noticed some damage on the sofa which was reported within a few days. They sent out a technician to look at the damage, he took photos and sent a report to SCS. I said I didn't want a repair on a brand new £4000 sofa but would accept having the damaged parts replaced to which they agreed. To cut a long story short we have had months of chasing SCS for them to say they are waiting on spares, the factory is on shut down and other excuses. At this point I have had enough and I've told them I want them to collect the sofa and give me a full refund. I had a salesman contact me yesterday who obviously doesn't want refund me and has offered me all sorts including a new sofa if only I stay with SCS. I refused and said I still want a refund. He then claimed it would be difficult to get a refund as I'd had the sofa for 6 months or so. Even though I'd reported the damage within 14 days of receiving the sofa.

Where do I stand with regards to a refund? Do I have to accept a repair even though the goods were delivered faulty after this time?

Thanks in advance,

Andy

P.S I paid a deposit with debit card and have finance through Creation finances. I'm also in Scotland if this makes a difference.

Re: SCS faulty after delivery

you need to write a letter setting out the problems with all the dates and promises contained . Then ask for your money back.

If they money is not forthcoming, you need to go to the council trading standards and complain.

I have had a problem with these shysters as well, manager was extremely aggressive and an utter pain in the butt, but I did get the money back that was owed. You need to be strong, look up the trading rules and don't give them any more time to procrastinate.

let us know how you get on.

Re: SCS faulty after delivery

Thanks for the reply.

The salesman was very pushy on the phone. I must have repeated myself about a dozen times that I wanted a refund.

The main thing I was worried about was when he told me it would be difficult to get a refund as I'd had the sofa since March.

I'll get a letter typed up this weekend fingers crossed I get somewhere.

Andy

Re: SCS faulty after delivery

How did you report the damage?

Re: SCS faulty after delivery

Reported by phone within an hour or so of receiving the sofa

Re: SCS faulty after delivery

A pity it wasn't in writing. Did they make the technician's appointment when you phoned them?

Re: SCS faulty after delivery

They use a third party company called FIRA for the inspection. The called within a couple of days to organise for the technician to come out to inspect. He was on holiday so it was delayed 10 days or so. He took photos and sent a report to SCS head office of which we didn't get a copy.

In hindsight I wish I had either emailed or at least followed up with emails but I (naively perhaps) didn't envisage being in this situation.

Thanks
Andy

Re: SCS faulty after delivery

Sorry - it's 'FIRA Service Technicians'

Re: SCS faulty after delivery

How did you pay? Cash (debit card) / credit card / finance?

Hold fire, I'll ask our solicitor for advice. Back shortly....

Re: SCS faulty after delivery

I paid the deposit on debit card and took finance out through Creation Finance.

Thanks,
Andy

Re: SCS faulty after delivery

Ok - sit tight. Don't do anything yet till I come back to you as will check with solicitor for you.

Re: SCS faulty after delivery

Will do. Thanks for looking into it for me! 🖒
Andy

Re: SCS faulty after delivery

Solicitor has drafted a letter for you (yea, at 10pm on Sunday).

I've email it to you (check spam folder) - you'll also see solicitors (Jo) contact details should you require further help.

Good luck.

Re: SCS faulty after delivery

That's brilliant, thanks so much! I'll get it printed and in the post ASAP.
I'll follow up when I hear back from them.

Andy

Re: SCS faulty after delivery

Letter as follows. Copy to sofa shop manager & a cc to creation finance (Birmingham address) - put finance number on cover letter saying "see attached - it's self explanatory blah blah". Don't go any further with creation or get arsey with them (yet). Just copy them in so they know there's a complaint.

[Your address]
[Sofa company address]



Dear


[Reference: invoice number]

On [date] I bought a sofa from you and it was delivered on [date]. I notified you on [date] that the [item] had the following problem: [add details].


You collected the sofa on [date]. Etc [detail any further collections for repairs etc].


The sofa has still not been repaired satisfactorily.

Consumer Rights Act makes it an implied term of the contract that goods be as described, fit for purpose and of satisfactory quality. As you are in breach of contract I am rejecting the sofa and request that you refund the sum paid to you of [£0.00].

I also require you to confirm whether you will arrange for the sofa to be collected or will reimburse me for the cost of returning it.

If I do not receive your satisfactory proposals for settlement of my claim within seven days of the date of this letter, I intend to issue a claim against you in the county court without further reference to you.

Yours faithfully,

Re: SCS faulty after delivery

See edited post / guidelines above.

Re: SCS faulty after delivery

Never-In-Doubt;573424Solicitor has drafted a letter for you (yea, at 10pm on Sunday).

That's brilliant! :clap Jo.

Re: SCS faulty after delivery

Hi there,
Just a quick update. I emailed the letter to SCS and the finance company last Monday, and posted the originals the same day. The finance company got back to me within 2 hours to acknowledge the email and to keep them posted, however I heard nothing from SCS.

I had a phonecall from the branch manager on the following Wednesday trying his hardest to persuade me to get another sofa from him etc etc. But still no mention of the letter. I just kept telling him I wanted a refund after the treatment I had received, he said he needed to speak to head office and would call me back at the weekend. He called my wife on Monday of this week, once again tried to persuade her to have another sofa to which she said she didn't want one. I think at this point he gave up, said he'd organise for admin to call us to arrange removal of the sofa.
They didn't call so my wife rang again today, they're trying to organise for it to be removed.

I know it's not quite over yet but seems to be moving in the right direction.

I'll post another update when I have more info.

Andy

Re: SCS faulty after delivery

Thanks for the update and, like you say, it seems to be moving in the right direction :) They're persistent beggars though aren't they!

Re: SCS faulty after delivery

they are persistant. I think they have a draconian commission scheme, so if a sale falls through, it hurts badly in the pocket even if it's nothing to do with the store, hence your man trying to talk you into another sofa. I would contact the finance company just to make sure SCS have told them they are taking back the sofa.