Harveys Furniture Problem

[SA Gold]

Re: Harveys Furniture Problem

Nice one!

[Beefy1976]

Re: Harveys Furniture Problem

Thank you all

[IF]

Re: Harveys Furniture Problem

Well done Beefy........I'm chuffed to bits for you

[Pixie]

Re: Harveys Furniture Problem

Result

[Never-In-Doubt]

Re: Harveys Furniture Problem

Well done chaps

[ATW]

Re: Harveys Furniture Problem

Glad its all sorted.

[Beefy1976]

Re: Harveys Furniture Problem

Andrew's suggestion was certainly the way forward!

I would have most likely gone in all guns blazing stating I know my rights etc etc - Actually, just stating the facts as Andrew suggested and leaving the ball in their court worked.

I couldn't have asked for a better outcome thanks to the help and advice to everyone on here.

Cheers again,
Beefy

[PlanB]

Re: Harveys Furniture Problem

called as they said they would and offered to replace the sofas.

They have agreed to take my sofas back and I can chose a replacement of my choice from the store to the same value.

I could possibly have pushed for full refund but as the finance is already in place I thought it best to stick with them.

Thanks so much again for the advice - It worked perfectly.

That's excellent news. Well done you for getting your point across in a phone call. And well done Andrew for telling you what to say in preference to my suggestion of but I suppose I can't have everything.

Plan B x

[Beefy1976]

Re: Harveys Furniture Problem

Well they actually called as they said they would and offered to replace the sofas.

I said I wasn't happy to have a replacement as I thought the build quality was so poor, I would have problems with any replacement.

They have agreed to take my sofas back and I can chose a replacement of my choice from the store to the same value, or I can pay extra if I wanted.

I could possibly have pushed for full refund but as the finance is already in place I thought it best to stick with them.

Thanks so much again for the advice - It worked perfectly.

Cheers
Beefy

[Beefy1976]

Re: Harveys Furniture Problem

Just a quick update on this...

Customer services were adamant that they would always look to repair first. As advised, I stated I have given them two opportunities to do so and they haven't.

Someone from the resolutions department are going to call back - They have promised this will be before Monday.

Hopefully they will do the right thing.

I will update the thread when I get further information.

Thanks again for the advice.

Beefy

[Beefy1976]

Re: Harveys Furniture Problem

I’ve had a look at the T&Cs on the website. When you speak to them over the phone make sure you have them accessible to you on you PC.

I think the ones you need to rely on are as follows:

4.6 (b) this allows you to return the goods if they agree that they are faulty. It also allows discussions regarding repair of the goods. Under this clause you get a full refund and are not charged a collection fee.
4.8 (b) If they say the sofa is bespoke then this clause may assist. You can return bespoke items if they are faulty.
5.3 If they say the sofa has been repaired so can no longer be returned then this clause may assist. Which states that the T&Cs apply to repaired goods. That then throws you back to 4.6 and 4.8.

They have acknowledged that the sofa was defective because they have tried to repair it. You have not signed off the repairs so the defect remains.

That might get you home just on their T&Cs without having to quote sections of acts etc at them.

The argument is simple really. They acknowledged that he sofa was defective. That is why they tried to fix it. You allowed them that chance but they failed so you want them to now take the dodgy sofa back and to have a full refund.

Many thanks for that. I have been asked to call them tomorrow as they will then have the report back from the engineer.

I will give them a call and let you know how I get on.

Many thanks once again for your help.

Beefy

[ATW]

Re: Harveys Furniture Problem

I’ve had a look at the T&Cs on the website. When you speak to them over the phone make sure you have them accessible to you on you PC.

I think the ones you need to rely on are as follows:

4.6 (b) this allows you to return the goods if they agree that they are faulty. It also allows discussions regarding repair of the goods. Under this clause you get a full refund and are not charged a collection fee.
4.8 (b) If they say the sofa is bespoke then this clause may assist. You can return bespoke items if they are faulty.
5.3 If they say the sofa has been repaired so can no longer be returned then this clause may assist. Which states that the T&Cs apply to repaired goods. That then throws you back to 4.6 and 4.8.

They have acknowledged that the sofa was defective because they have tried to repair it. You have not signed off the repairs so the defect remains.

That might get you home just on their T&Cs without having to quote sections of acts etc at them.

The argument is simple really. They acknowledged that he sofa was defective. That is why they tried to fix it. You allowed them that chance but they failed so you want them to now take the dodgy sofa back and to have a full refund.

[Never-In-Doubt]

Re: Harveys Furniture Problem

That fails as another case proved that the stores order enough to fill a container and set sail hence the 8 week delay. However the ones people refuse usually go in store display as a special offer. They are NOT custom (made) which would provide DSR 2000 protection for the retailer. Instead they're ordered on a purchase by purchase basis. Huge legal difference matey.

[SXGuy]

Re: Harveys Furniture Problem

havent i read somewhere that these furniture stores try to mislead people in to saying that as it was built upon purchase they wont refund or replace? im sure ive read loads of people having trouble where they obviously sell them faulty/display products and use the excuse it was made to order thus non refundable?

[Beefy1976]

Re: Harveys Furniture Problem

You can't deny that saying wouldn't make you feel better though [/QUOTE]

That's so very true!