 Problems with SCS order
Looking for a bit of advice, the story is as follows:
We visited our local SCS store and ordered a sofa suite. It came in a variety of colours and also came with a set of scatter cushions, which co-ordinated with the colour of the sofa you chose. We went for the one on display, a cream sofa with turquoise scatter cushions. Now all seemed fine, until the sofa arrived. It was delivered with a pack of heavy red, floral cushions. Was advised by the delivery guys to accept the order, and phone the store whilst they were still there, which I did. I was told we'd ordered the red cushions (clearly not), and that the problem would be looked into. After much chasing up on my behalf, I was told they were trying to find out if they could order us new cushions. By this point we were about four working days after I'd reported the fault, so I asked to speak to the store manager. Explaining the situation to him, I said how I could not understand how on earth we'd been ordered these cushions, which clearly did not match, and being heavy red floral cushions, were not a choice two 20 year olds would make!! He said they needed to find out if they could just order new cushions, and would get back to me the next day. Next day came and went, so I phoned the day after, and spoke to him again. He informed me that the ENTIRE suite would need to be replaced, it was not possible to simply send out a new pack of scatter cushions to be exchanged. I told him I was unhappy with having to take a day off work, have delivery guys moving stuff around etc, just for a few cushions. Also didn't want another delay while a whole new sofa was made. He then suggested that they may be able to offer compensation if we'd rather just replace the cushions ourselves. I went away and calculated a cost of roughly £15-£20 a cushion, as its very hard to find just the covers in nice styles. Rang him and told him this, and was flatly told us he knew that we'd be refused that. He then stated the only option was for him to order a new suite for delivery to the store, and we'd then swap the cushions over when it arrived. I told him I'd be expecting some form of compensation for the inconvenience, and huge time delay. After speaking to his area manager we were told there would be no compensation and that because it's getting close to Christmas, we'd have to wait until the new year for the new sofa to come into the store etc. All seems a lot of work just to replace some cushions, but the sofas came with 8 in total, so quite a significant part not to get right. We've now gone out and bought a few new cushions in the correct colour just so we've got something to live with in the meantime, and will have to wait until the new ones eventually arrive.
Decided it may be worth putting in a complaint to the customer service team rather than the branch, so emailed that off today with everything written down, names of people and dates etc.
After spending £1700 on the suite, we expected good service and things to run smoothly, but so far we've been made to feel as if the store aren't in any rush to solve the problem and don't really see it as an issue!
Are we being unreasonable expecting compensation? Has anyone had a similar experience? | 
