Sofa specialists/Yes Sofa Specialists - ordered item oct 2011- still nothing!! Bank Refunded/Resolved.

[SOS53]

I can see there has been previous notices about the Sofa Specialists, now called Yes Sofa Specialists.

 

My complaint is I ordered a powered recliner chair 5 October 2011 and verbally quoted 3 months, but on the actual invoice it says 16 weeks.

 

I then received a telephone call saying they could probably get it to me before Xmas - it did not happen.

 

I went into the Droitwich store and asked about delivery at end of January as 16 weeks was up and was told it would be 16weeks plus 2 weeks for the close down for Xmas in China.

I was told to ring their Birmingham HQ.

 

I have rang there 4 times each time promised a returned call - it never happened.

 

I went back to the shop again and they telephoned someone?? and their comment back to me was it would be in the country 2nd week in February - I am still waiting.

 

Also, whilst there they informed that in fact I had been charged wrongly and the actual chair was £100 dearer. Although, they said they would stick to the price on the invoice.

 

I sent of 2 letters to them, the first one being a recorded delivery to HQ copying in the Droitwich Stores,

I had taken legal advice and quoted to them that 'more than a reasonable time has passed,

so I can cancel and entitled to the full cost back of my deposit. If not I can issue proceedings in the small claims court'.

 

Nothing has been heard until suddenly at 7:30 last night when I get a call asking me to relate what had happened.

 

I did this and told him I wanted a full refund.

 

He said he was the manager of Droitwich shop and would talk to his staff today and would telephone me today.

 

In the meantime, an agreement was said that if I put it in writing to him (again) what had happened and asked for a discount of £100

he would speak to his Directors to see if they would agree to this.

 

When I asked who should I put it to on the envelope, he was not forthcoming with his name only said put it for the attention of The Manager.

 

After reading today about this company,

 

I am very worried as again no delivery date has been quoted.

 

What do you think should I try a letter or just request all of my deposit back £149.00

[rebel11]

Hi sos53

 

Welcome to CAG

 

Have a read of 10,12 and 13 in my signature. I would get you deposit back, find another retailer . If they treat you this badly now, what if you have problems with the goods at a later date, the service isn't going to be any better.

 

10) SALE OF GOODS ACT-EDUCATE YOUR RETAILER CLICK HERE 12) SOGA SUMMARY CLICK HERE

13) WHICH? TEMPLATES CLICK HERE

 

Send any letters Recorded.

[SOS53]

I think you are only confirming what I really thought. Even when I think about it what 'The Manager' told me last night on the phone I had to pick him up on 2 different things he quoted. Letters go off tomorrow cancelling. Thanks

[rebel11]

Hi SOS53

 

They should be straight forward and tell you as it is, not string you along. The thing most retailers get wrong is not keeping the customer in the loop. You should of got a letter saying, 'we've got this wrong, but this is was we can do', rather then you chasing all and sundry.

 

Lets us know what happens

[SOS53]

Thanks, will do.

[SOS53]

Good morning, I have today received back my recorded delivery letter to Sofa Specialists HQ in Birmingham stating 'refused'. What now??

[gezwee]

What is the co reg number on the invoice?

 

What method of payment did you use for the £149.00 deposit?

 

Gez

[rebel11]

Hi SOS53

 

Have you looked through their 'Terms and Conditions'?

[SOS53]

Rebel11 - whose terms and conditions are they?

[rebel11]

The Retailer 'T's and C's', have a read of the following:- http://www.direct.gov.uk/en/Governmentcitizensandrights/Consumerrights/Yourconsumerrightswhenbuyinggoodsandservices/DG_194546

 

Rebel11 - whose terms and conditions are they?

[SOS53]

Gez I thought I had replied to yours but apparently it hasnt come up on the screen, so will do again.

 

There is no company number on the invoice. It has the address of Droitwich on it, but on the back page it does show registered office as John Kempe Way which is where I have sent 3 letters with one recorded which has been returned today - refused. I paid by debit card which doesnt look good does it? Thanks

[gezwee]

Hi So

 

I'd be inclined to ring the bank and ask them who benefitted from the transaction. If it's who I think it is, you need to be requesting a chargeback...... it's a little late in the day but they may prcocess if pressed.

 

As for invoicing without displaying the co reg number...... that's a big no no.

 

Try the bank first and let us know how you get on

 

Gez

[rebel11]

If it's Visa Debit contact your card provider to see if you can do a Chargeback, you might be out of the time, but still check with them as you haven't received the goods.

 

http://www.which.co.uk/consumer-rights/sale-of-goods/your-rights-when-paying-by-credit-card/chargeback-on-credit-and-debit-cards/

 

 

Gez I thought I had replied to yours but apparently it hasnt come up on the screen, so will do again.

 

There is no company number on the invoice. It has the address of Droitwich on it, but on the back page it does show registered office as John Kempe Way which is where I have sent 3 letters with one recorded which has been returned today - refused. I paid by debit card which doesnt look good does it? Thanks

[SOS53]

My bank have been very helpful and are sending out a form to me for completion

for return of monies. Is it now worth sending an email to Trading Standards on this company as I can see there are quite a few problems with others and especially as there is no company number shown on the invoice.

[rebel11]

I would, no doubt other people have complained to TS, it will help them build a picture. Well done on getting the ball rolling. Let us know how it goes.

 

My bank have been very helpful and are sending out a form to me for completion

for return of monies. Is it now worth sending an email to Trading Standards on this company as I can see there are quite a few problems with others and especially as there is no company number shown on the invoice.

[gezwee]

Hi SO

 

Out of interest, did the bank confirm the identity of the payee account?

 

Gez

[SOS53]

I am pleased to confirm that I have received my £149 deposit back through my bank, Roll on Natwest....

[gezwee]

Lol, and I thought Natwest were s**t........... bless 'em

 

Excellent result, very pleased you got there in the end

 

Gez

[Chellestar]

they did exactly the same to me, had to wait forever for my chair and then asked for an extra £200. at this point my house insurers started legal proceedings and at the last minute the delivered my chair. i was in contact with a man called Ian Bell from Worcester trading standards who were investigating Yes Sofa for several reasons, i think you should contact him and let him know whats happened. well done for getting your refund, i also paid by debit card but left it too long so had no choice but to take the legal route - was well worth it though!

[SOS53]

Lol, and I thought Natwest were s**t........... bless 'em

 

Excellent result, very pleased you got there in the end

 

Gez

 

 

Gez you are probably right. Natwest took the money back from me which I noticed Saturday on my account. Tried to ring to find out why only to be told that department only works Monday to Friday. Heaven knows why. Watch this space....:mad2:

[SOS53]

The reason for the money to be taken back from the Bank was- and I quote "they informed the bank that they had telephoned me in the middle of February and also wrote to me telling me my chair was ready for delivery... Well I dont think so. I contracted Trading Standards and explained the situation and they gave me wording what I should put on another letter (sent recorded delivery) to them I did this and also took a copy letter of it into their Droitwich branch. Droitwich banch rung me on Tuesday and asked me what was the problem. I told as quoted in the letter, ordered 5 october 2011 - delivery expected 16 weeks. He said you would have got it in 16 weeks in March. After trying to explain that 16 weeks was to the end of January he couldnt see it and said no 16 weeks is the beginning of March. I told him 11 weeks from October to end of December, plus 5 weeks January and 4 weeks February was 20 weeks for a start. He said no I have got the calendar in front of me. How can you get through to these people. if they cant even add up. After that conversation he said I was telephoned and wrote to in middle February, my answer being why did you only ring once - did I answer you. If not, why didnt you ring again. How come you rang and wrote to me and yet you have never returned a call (from HQ) or even acknowledged letters sent to you plus recorded delivery returned. The answer from Yes Sofa (hope you are ready for this) regarding recorded delivery was the postman comes before they open in the morning and there is no one there to take the recorded delivery letters sent to them!!! What can you say to such a stupid answer as that. After a lengthy rather heated phone call, I told him I was talking to Trading Standards and he asked for their telephone number and my reference number so he could phone them himself. I also told him I had taken also legal advice, he also wanted the name and telephone number of the solicitors also, so he could contact them. I declined on both of these questions. I am now waiting for a reply to my latest recorded delivery and gave them 2 weeks to reply. If they fail to do this I am to ring back Trading Standards and they will give me the Worcester number to contact. In the meantime, a very sharp letter has gone to Natwest asking why they have taken their word against mine after being with them for nearly 45 years and they didnt even advise me of this.

[Davimar]

I finally received my settee and footstool yesterday from Yes The Sofa Specialists (Droitwich branch) after waiting five months although we were first quoted 10 weeks. Once the ten weeks were up I constantly phoned the aftersales team based in Birmingham. Each time we were told someone would chase it up and call me back. I finally got an answer in April to say my goods were going to be in the country at the end of April. May came and still I hadn't heard anything. After dozens and dozens of wasted calls to the Bimingham branch I finally spoke to Droitwich who said my goods had arrived to them that weekend and I would be getting a phone call on the Monday. Still I heard nothing. Eventually this Monday (18th June) I had a phone call to say if I paid that day I would get a delivery the following day. I went to the store and paid the remaining balance of my £900 order. Tuesday came, no delivery. I phoned the Droitwich store at 7pm and they apologised but said it would arrive Thursday for definite. At 3.30pm on Thursday I phoned them to check it was on the van and they said it was... 6.50pm came and still no settee so I phoned them again. They phoned the driver and called me back to say I would get the delivery but they were going to be late but would arrive about 10pm. At midnight I went to bed. I called them the following day, told them I was coming in for a refund and threatened them with Trading Standards. My settee and footstool finally arrived yesterday after 5 months of waiting. I wish I'd read these reviews from this website before I'd brought the goods and wish there was a way of stopping this furniture company from trading.

[SOS53]

I know you have at last received your goods, lets hope you have no after sales problems. A telephone call to Trading Standards at 08454 040506 to advise them of your plight and also ask for their Worcester number which again you could ring and tell them. The more people ring about this company the better as it will help others in the future and help others like myself to prove they are lying on many accounts.

[Davimar]

Most definitely. I'll be phoning Trading Standards first thing in the morning. It seems the only way to get a reaction from this company is to telephone them constantly all day so they get sick and tired of your calls, threaten to go to the store and demand a refund very loudly so other customers can hear, and finally tell them you'll call Trading Standards. I hope Trading Standards take note of all these complaints. The more complaints the better. I definitely won't be buying from The Sofa Specialists again.