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Hi
we bought a 4500 corner sofa and 2 seater in March 2017,
in Jun 2017 developed spotting,
long story but they sent out a furniture specialist who did a report and indicated Manufacturing defect!
We confirmed to Harveys that we would like a replacement or refund and the problem was there within 6 months,
they stated they will send out a repair company for cosmetic repairs
- we rejected this based on the " cosmetic repairs" which may not be permanent,
they can not guarantee a permanent repair and they have confirmed there is a manufacturing defect.
We have written to them rejecting the Sofa and asking for a refund and also a replacement from another brand of sofa manufacturer,
they have not responded,
the suite has been bought under a consumer credit
Act agreement which is interest free,
please can we be advised what action we can now take under both the CCA 1974 and under the Consumer goods Act 2015.
Thank you
This is their response today!
Hi Just received this response despite their own report indicating via the report the damage was caused by a manufacturing defect - please advise
I have taken a look into your invoice history and can see that the a complaint was made to ourselves with regards to your furniture on 18/09/2017, as your goods were delivered on 13/03/2017 this then confirms that this was reported outside the first thirty days from delivery.
With this in mind and as per the Consumer Rights Act 2015, we do offer a repair in the first instance. Of course, should the repair fail, we would look into further resolutions for you, however at this point we are in a position of deadlock.
Whilst we realise this may not be the answer you wished for and we can appreciate you may not be happy with the outcome of our findings, however our decision remains the same and is full & final.
Alternatively, at this stage we would advise you to seek further advice; Harveys (a trading name of Steinhoff UK Retail Ltd) is registered as a full member of The Furniture Ombudsman which is approved by government to provide independent alternative dispute resolution services to consumers. We follow The Furniture Ombudsman’s Code of Practice which means that their decisions are binding on us. You are now entitled to contact them if you are not satisfied with our response to your complaint
- - - Updated - - -
I have asked for a replacement under the Consumer Credit Act 2015, sec 9;10;11 I was seeking a refund but understand they don't have to give this but surely a sofa of £4500 must last longer than 6 months and not have a defect in manufacturing - as confirmed by their technicians' report?
we bought a 4500 corner sofa and 2 seater in March 2017,
in Jun 2017 developed spotting,
long story but they sent out a furniture specialist who did a report and indicated Manufacturing defect!
We confirmed to Harveys that we would like a replacement or refund and the problem was there within 6 months,
they stated they will send out a repair company for cosmetic repairs
- we rejected this based on the " cosmetic repairs" which may not be permanent,
they can not guarantee a permanent repair and they have confirmed there is a manufacturing defect.
We have written to them rejecting the Sofa and asking for a refund and also a replacement from another brand of sofa manufacturer,
they have not responded,
the suite has been bought under a consumer credit
Act agreement which is interest free, please can we be advised what action we can now take under both the CCA 1974 and under the Consumer goods Act 2015.
Thank you
This is their response today!
Hi Just received this response despite their own report indicating via the report the damage was caused by a manufacturing defect - please advise
I have taken a look into your invoice history and can see that the a complaint was made to ourselves with regards to your furniture on 18/09/2017, as your goods were delivered on 13/03/2017 this then confirms that this was reported outside the first thirty days from delivery.
With this in mind and as per the Consumer Rights Act
2015, we do offer a repair in the first instance. Of course, should the repair fail, we would look into further resolutions for you, however at this point we are in a position of deadlock.Whilst we realise this may not be the answer you wished for and we can appreciate you may not be happy with the outcome of our findings, however our decision remains the same and is full & final.
Alternatively, at this stage we would advise you to seek further advice; Harveys (a trading name of Steinhoff UK Retail Ltd) is registered as a full member of The Furniture Ombudsman
which is approved by government to provide independent alternative dispute resolution services to consumers. We follow The Furniture Ombudsman’s Code of Practice which means that their decisions are binding on us. You are now entitled to contact them if you are not satisfied with our response to your complaint- - - Updated - - -
I have asked for a replacement under the Consumer Credit Act 2015, sec 9;10;11 I was seeking a refund but understand they don't have to give this but surely a sofa of £4500 must last longer than 6 months and not have a defect in manufacturing - as confirmed by their technicians' report?
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