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I ordered the "Sherlock" corner unit from SCS on 17 Feb this year. It arrived about 10 weeks later on the 28th Apr. We weren't bothered about the delivery time as we wanted t make sure the living room was ready for when it arrived.
As we only had a section of the wooden floor laid down and one wall papered, the delivery guy said leave it in the plastic until your done and don't say it's been examined.
Last night, 13 days after delivery, after everything was sorted we were ready to unwrap it. My wife examined it fully and found several problems. The little wooden feet on all but one part of the suite were scuffed on the bottom as if it'd been dragged back and forth on a carpet for 6 months. One of the feet had an inch long scratch.
There was an inch long tear in the leather on the corner unit itself, several small scuffs and a couple of sections of loose stitching on the leather sections, again about an inch long each.
The hook/plate things to hold it all together didn't line up and thus the suite could not be clipped together at all.
The upholstery had countless loose threads on the seams and along the zips.
I went back into the store this morning to talk to someone and after a 25min wait, the sales manager came over and I explained to him the problem. He gave me the 0870 customer services number to call to arrange an inspection.
I left and called the number. The lady said that any problems had to be reported within 7 days of delivery. As the suite has been unopened since delivery, this has not been possible to check it over.
She said that I had to put my request in writing stating the problems and then they'll get back to me to arrange an inspection.
Apart from a detailed description of the problems and the circumstances, is there anything else I can include in the letter to help speed up the process? I've read several horror stories on here and some review sites (such as ciao) and SCS don't seem to be in a rush to remedy any concerns.
I ordered the "Sherlock" corner unit from SCS on 17 Feb this year. It arrived about 10 weeks later on the 28th Apr. We weren't bothered about the delivery time as we wanted t make sure the living room was ready for when it arrived.
As we only had a section of the wooden floor laid down and one wall papered, the delivery guy said leave it in the plastic until your done and don't say it's been examined.
Last night, 13 days after delivery, after everything was sorted we were ready to unwrap it. My wife examined it fully and found several problems. The little wooden feet on all but one part of the suite were scuffed on the bottom as if it'd been dragged back and forth on a carpet for 6 months. One of the feet had an inch long scratch.
There was an inch long tear in the leather on the corner unit itself, several small scuffs and a couple of sections of loose stitching on the leather sections, again about an inch long each.
The hook/plate things to hold it all together didn't line up and thus the suite could not be clipped together at all.
The upholstery had countless loose threads on the seams and along the zips.
I went back into the store this morning to talk to someone and after a 25min wait, the sales manager came over and I explained to him the problem. He gave me the 0870 customer services number to call to arrange an inspection.
I left and called the number. The lady said that any problems had to be reported within 7 days of delivery. As the suite has been unopened since delivery, this has not been possible to check it over.
She said that I had to put my request in writing stating the problems and then they'll get back to me to arrange an inspection.
Apart from a detailed description of the problems and the circumstances, is there anything else I can include in the letter to help speed up the process? I've read several horror stories on here and some review sites (such as ciao) and SCS don't seem to be in a rush to remedy any concerns.
Thanks all,
ScS customer services are a waste of time.
Send a letter rejecting the goods and demanding a replacement or full refund. They will probably reply with a letter advising someone will contact you in 7 to 10 days as this is standard. You should give them a deadline in the letter and that you will start a court claim if they dont meet it. Start the claim when the deadline expires.
They have recently agreed to take my daughters back with a full refund and pay more than 10% of the price paid in compensation. This is following issuing a Money Claim Online.
PUTTING IT IN WRITING & KEEPING COPIES IS A MUST FOR SUCCESS
I wrote to them the day after the phone call and I never received a reply. Foolish me didnt send it 'recorded delivery'. I sent the following letter:
I placed an order for a “Sherlock RHF scatterback corner group with a standard chair” on 22 Feb 2009. The order was delivered on 28 Apr 2009. The delivery guy advised that because we had yet to finish off some decorating, that the items not be unwrapped and assembled until after the work was completed. Consequently, we finally unwrapped the furniture on the evening of 11 May 2009. Although our furniture should have arrived in perfect condition (as mentioned on the delivery document) this was not the case as upon examination we found several flaws.
· Front LHS wooden foot on the standard chair is scratched.
· Several wooden feet are scuffed on the front.
· A tear of approx. 3 cm where the wooden foot joins the leather.
· The corner section has a 3cm long slit in the leather.
· Some of the seams on the leather sections of the furniture are untidy and appear incomplete.
· There are myriad loose threads on all parts of the upholstery, particularly along the zips of the scatterback cushions.
· The clips which connect the two-seater sofa to the corner section do not align and as such cannot be fixed together.
· The clips which connect the single unit to the corner section do not align and as such cannot be fixed together.
After making note of all these faults, I called your Customer Services Team on 12 May 2009 and explained the situation and described the faults. I was told to put everything into writing to head office.
Although the furniture is made to order, it has the quality of an ex-display model or what would be considered ‘seconds’. The positioning of the clips that join the sections together are misaligned by over an inch in some cases which leads me to believe that either your quality control was on holiday at the time, or I have been sent an incorrect section of furniture; a section from a LHF corner group rather than the RHF that I ordered perhaps? I suspect the latter being the case and therefore will require a replacement section as a repair would involve moving the clips, leaving four holes which are unacceptable; plus all other repairs to be remedied in the first instance.
[FONT='Times New Roman','serif']I will expect someone to come and inspect the furniture and arrange for repairs and replacement. Failing that, I will seek a full refund of any monies paid.[/FONT]
[FONT='Times New Roman','serif'][/FONT]
[FONT='Times New Roman','serif']Is there anything I should add/alter before I send it off?[/FONT]
Hi,
You may also require an independent inspection which not only makes the retailer sit up and take notice but also stands up in court if it gets there. Have a look at my website as this is an area of business I cover Also check out the sale of goods act and the part about reverse burden of proof which basically says that within the first six months of delivery it is expected that the consumer is unlikely to have abused the furniture.
SCS - ropey quality control?
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Originally Posted by bigyeti
