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Hi Everyone,
At the end of October I took delivery of my new sofas from Harveys and there was an issue with the firmness of the seating on the 3 seater sofa. Basically the middle seat is higher, and considerably firmer than the 2 end seats.
I emailed Harveys and they sent an engineer out. He said it was because the middle seat has been sat on less and therefor firmer. I explained that wasn't the case as the issue had been there since the sofa arrived. He said he would report the fault and I was to call Harveys to see what they would do. There is also damage to the corners of both sofas where it was squashed in transit. He said he would report on this also but didn't - He only took photos.
Harveys said they could insert extra foam in the 2 end seats which should make the situation better. They agreed to send out another engineer to do this and also look at the damage from delivery.
He came out and said he could insert the pads but it would have to be done on another visit. He also said the damage could be repaired by unpicking the stitching and refilling and applying heat to set it in position. All this will have to be done on another visit.
The sofa is also now creaking when it reclines so I think I have been unlucky and just have a really poor quality product. The comfort is also nowhere near the same as it was in the store.
I would really like to know what rights I have here. I have already taken 2 days off work and I am still no nearer to a resolution. Am I within my rights to ask for a replacement or do I have to accept there offer of a series of repairs?
It was not a cheap sofa so I really want to try and sort this out but so far their customer services are next to useless! It's also interesting that they vet reviews before they are posted on their website so you find it very hard to leave a negative review.
Any help with this would be appreciated.
Many thanks,
Beefy
At the end of October I took delivery of my new sofas from Harveys and there was an issue with the firmness of the seating on the 3 seater sofa. Basically the middle seat is higher, and considerably firmer than the 2 end seats.
I emailed Harveys and they sent an engineer out. He said it was because the middle seat has been sat on less and therefor firmer. I explained that wasn't the case as the issue had been there since the sofa arrived. He said he would report the fault and I was to call Harveys to see what they would do. There is also damage to the corners of both sofas where it was squashed in transit. He said he would report on this also but didn't - He only took photos.
Harveys said they could insert extra foam in the 2 end seats which should make the situation better. They agreed to send out another engineer to do this and also look at the damage from delivery.
He came out and said he could insert the pads but it would have to be done on another visit. He also said the damage could be repaired by unpicking the stitching and refilling and applying heat to set it in position. All this will have to be done on another visit.
The sofa is also now creaking when it reclines so I think I have been unlucky and just have a really poor quality product. The comfort is also nowhere near the same as it was in the store.
I would really like to know what rights I have here. I have already taken 2 days off work and I am still no nearer to a resolution. Am I within my rights to ask for a replacement or do I have to accept there offer of a series of repairs?
It was not a cheap sofa so I really want to try and sort this out but so far their customer services are next to useless! It's also interesting that they vet reviews before they are posted on their website so you find it very hard to leave a negative review.
Any help with this would be appreciated.
Many thanks,
Beefy
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