SCS not cancelling my sofa order £2789 **REFUNDED**

[msangha80]

Dear Forum Members

 

Need your help to cancel an order I placed with SCS on 28/12/2013.

 

I placed a sofa order worth £2789.00 with SCS in Rotherham on 28/12/2013(with delivery scheduled after 8 weeks).

 

The salesperson very cunningly got our signature while we were viewing and never gave me the chance of reading the terms, that the order is non-cancellable.

He also talked me into paying the whole after offering me discount.

 

I was given all the paperwork including the invoice(which has terms written on it) after I made the payment.

 

After I reached home and after a huge debate at home with family I decided to cancel the order.

Now I went to the store on 03/01/2012 and asked to cancel the order.

 

The salesperson told me that the order is NON-cancellable and can only be amended within 7 days.

I was shocked to hear this.

 

I asked what about the cooling off period as it was only 5 days since i placed the order the delivery is scheduled after another 7 weeks.

 

He was very rude & obviously told me that we'll not cancel your order.

 

The fact is that even the salesperson refused to accept that he did not tell us that the order in NON-cancellable and non-refundable.

 

Guys please advice on how can i cancel this order.

Regards

MS

[i hate bailiffs]

How did you pay for it?

By card with some luck

[silverfox1961]

Hi and welcome to CAG

 

I think they may think again when you inform them of your rights.

 

You did not have the chance to examine the terms and conditions before signing for starters.

 

Have a read of the attached file from CAB to see what other options are available to you

[dx100uk]

I have alerted the SCS rep

 

dx

[dx100uk]

oh and that's bunkum

 

you CAN cancel the order

 

even if its bespoke to your order

 

dx

[msangha80]

I paid with my credit card. luck ??

[msangha80]

I have alerted the SCS rep

 

dx

 

Thank you dx100uk. I even managed to ring the sales director of SCS "Lynn" but I was told the same story by her that i cannot cancel the order.

What is astonishing is that SCS is allowed to conduct business with such monstrous terms.

[dx100uk]

good news its a credit card

 

phone them

and ask about doing a section 75 claim

 

http://www.financial-ombudsman.org.uk/publications/ombudsman-news/31/creditcards-31.htm

[msangha80]

Thank You dx100uk.

 

I had a read through it, seems there is hope.

 

You meant that I should call SCS again quoting the above Section 75 claim.

 

I was going to post a 'signed for' letter to the CEO of SCS tomorrow

 

but i'll include section 75 claim as well.

 

I'll keep you guys posted.

 

Do you think i should post the same letter to the concerned store as well.

 

Will it be useful ?

[silverfox1961]

Do you think i should post the same letter to the concerned store as well. Will it be useful ?

 

It can do no harm.

[msangha80]

Thanks silverfox1961.Will post a letter to them as well.

[dx100uk]

sec 75 ring the CARD PROVIDER

 

dx

[msangha80]

Many thanks to dx100uk, silverfox, 'i hate bailiffs' & entire team on this website.

 

I sent an email to CEO of SCS on Friday 3Jan, 2014 and

 

we got a call back from Regional Manager of SCS on 5Jan,2014 i.e. last sunday around 1pm.

 

He asked us the reason for the escalation and return.

 

I explained that we were kept in dark about the terms and the sofa is not what we wanted.

 

He confirmed that the deal will be cancelled tomorrow and money given back within 48 hours.

 

The entire money was credited back onto my CC when i checked my account on Wednesday morning.

 

I was about to post letters to CEO & store on monday but i put them hold just because we received this call on sunday.

 

Now everything is sorted and i'm extremely pleased.

 

Once again my heartfelt thanks to the entire team of this website.

[dx100uk]

hey Great result

 

well done.

 

DX

 

 

The Consumer Action Group needs help to cover itsexpenses.

You could help by making a money contribution to http://www.consumeractiongroup.co.uk/paypal.php?go=donate

[silverfox1961]

That is brilliant news. A very well done to you for sticking it out. Others would fold when problems occur.

 

I am so pleased for you.

[i hate bailiffs]

[MrHat]

Great result. Well done to msangha and contributors to this thread

[dx100uk]

can you post the email used for our files please

 

dx

[ericsbrother]

glad it is resolved.

 

It makes me wonder why these stores staff think that it is wise to antagonise customers by denying them their consumer rights.

 

If I had a customer who paid a large amount for goods that I hadnt yet provided

 

I would be wanting them to come back and discuss it and hopefully get them to buy something else rather than p@ss them off completely.

 

Good thing that like electricity companies,

 

they are as all as bad as each other so you dont feel any better shopping around.

 

One day.....

[msangha80]

Great result. Well done to msangha and contributors to this thread

 

Hi dx,

copy of email for your perusal,

please note i've taken out the stuff that was only applicable in my case, as in the actual turn of events.

 

Dear Sir/Madam

This is with respect to the sofa order that we placed in your store for Michelle sofa worth £2789.00 on 28/12/2013

(with the delivery date set after around 7-8 weeks). ,

 

Order Number given to me is SXXX-1111111.

 

The salesperson (Mr XXXX) who got us to sign the contract never actually told us that the order is NON-Cancellable and NON-refundable.

Most importantly he never gave us the chance to read through the terms (NOT even for a second)

because even he might be aware of our state of mind that we might NOT go for placing the order if we knew that the order is non-cancellable & non-refundable.

 

The only time we were given access to the papers including the invoice which has terms written on its back stapled together with the card receipt payment

that I made in full, was after I made the payment.

 

After debate at home regarding the sofa order we decided to cancel the order.

 

On 01/01/2014, I visited the store and asked the same salesperson to cancel the sofa order with full refund.

 

I was told by the same salesperson that the order cannot be cancelled as it says in the terms.

After arguing with that it`s just been 5 days since I placed the order,

there should be a cooling off period where the customers are allowed to change their decisions after placing their orders to a certain point in time.

 

I was told that SCS does not provide any cooling off period.

 

This seems monstrous to me, that one cannot cancel their orders and get a full refund when the cancellation has been done in the cooling off period.

 

SCS should give their customers a chance to re-consider their decisions within an allotted timeframe as it will only boost customer confidence in SCS.

 

But this is not the case.

 

I expect that as the CEO you will make the right decision as this will only boost customer confidence in SCS.

 

Please change your policy so that customers should be given mandatory 14 working days time in which they can cancel/amend their orders and in that time SCS does not start working on the order.