HSL and delivery damaged sofa

[ginger'smum]

Hi I wonder if anyone can advise.

 

Before Xmas we ordered a sofa from HSL.

 

 

We knew it would be around four weeks delivery time.

 

 

Not to bothered about that but HSL didn't tell us that they would be using a logistics company to deliver.

 

 

First contact from the logistics firm was about two weeks after we ordered and we were given a date for delivery this month.

 

 

The evening before it was due to be delivered the company's customer services rang to give us a time.

This was fine as we would be able to get our lounge ready for them.

We got told that the sofa would get brought between 8am and noon.

So you can imagine the shock we got when the delivery men turned up at 7.25am while it was still quite dark.

'No they couldn't wait because they where off to Blackpool next'

 

 

we ended up being quite flustered and had to let them deliver the sofa.

Now it seems that in their hurry to get the sofa in they forced it through a doorway without caring if anything got damaged.

 

 

Got my husband to sign for it and scarpered as quick as they could.

He didn't get chance to read what he was signing or even check the sofa over first.

 

 

Now we realize that both the door and the sofa have been damaged.

 

 

I tried to contact HSL on the same day using their online form but with no luck.

What should we do next?

 

We cannot afford to waste our money like this as we are both disabled.

This sofa was a special treat for ourselves.

 

 

Thanks

Sheila

[dx100uk]

when was this please?

 

 

dx

[ginger'smum]

The sofa was delivered on the 6 January

 

 

x

[citizenB]

I would say you need to make a formal complaint either by letter or email to their CEO at their Head/Registered office address.

[ericsbrother]

You are within time to reject the goods under the distance selling regulations anyway so get onto them sharpish.

 

 

I'm sure that this is not just a matter of getting your money back but one of having an item of satisfactory quality

so tell them that you want a replacement and someone to assess the damage to the door

otherwise you will be forced to take further action to make good the situation

and that as you have notified them in time the DSR's mean that you are entitled to reject the sofa

 

 

in any case so you dont expwect them to offer a repair of the existing damage.

[dx100uk]

DSR is now dead....

[ginger'smum]

I emailed hsl last night and lo and behold they tried ringing us first thing. As we didn't want to discuss anything with them over the phone we ignored the calls. So they emailed us instead. Guess what? They're going to exchange the sofa in about 4 weeks. I know this is a strange question but can't we just ask them to repair it to save us the hassle of another early morning delivery?

 

 

Sheila