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I purchased a leather suite in June 2010 together with a nest of tables at a cost of £2500. The suite arrived in June and the tables a week later, however the table was damaged on arrivel, the delivery guys said they would tell the store and they would call us to arrange replacement. The call never came, so i rang them. The manager had to come out to view damage ( why? we could easily have refused delivery of this) he agreed to replace it and call me back the next day with a delivery date. No call came so i rang the store. Also noticed my sofa dipping on one side so voiced my concerns. The service engineer came out and said it was faulty, offered a repair on a two week old sofa, I refused. Told me he would send the manager out. The manager arrived with my new table and viewed the sofa. He agreed faulty, asked me to take repair and have money knocked off, I refused stating I want a replacement. After manager trying to persude me to take money off and go for repair I eventually got my message over and he agreed to order a replacement. Once again He said he would get someone to call me the next day with an E T A on replacement. A call came from the store but only to ask if the table was okay! I asked about new suite she didnt have that information and had to call me back later that day. It was not what I wanted to hear 3mths waiting AGAIN. After contacting Trading Standards I was advised to request a refund in writting. This I did and then I had a very alarming call from the assistant manager of the store. He was incredably intimidating, demanding that I tell him which T S i had contacted and to whom I had spoken, he even told me this was a legal requirement. The call was aggresive and what I would call bully boy tactics. I was distressed by this and repeatedly said I was terminating the call and all future correspondence should be in writting. I put the call on loud speaker enabling others to hear its content. I terminated the call. He repeatedly said no refund. A few days later the store manager called and offered a repair whilst waiting for the replacement. I discussed the previous call and asked him to prevent that man from calling me again. The repair was done but was totally inadequate ( stuffing foam in ) In Oct the new suite arrived and yes a few weeks later it too started to sag and tilt. I called the store, a different service manager visits, yes its faulty he agreed. I told him I wanted a refund and he said he would have to pass it to the manager. I waited for a call which never came, I had to ring the store AGAIN. The Manager said he had to look at it. Three days later he visits, first of all he tells me its the way my husband sits to watch T V thats causing the problem ( as our T V is in the corner of the room) then....... he tells me that the store model slopes and sags the same therefore it is not a manufacturing fault! He then adds insult to injury by saying he made a mistake by replacing my first suite! So a quick recap, ive had a faulty suite replaced initially and now the replacement has the same problem only worse. Both service engineers stated the sofas had a problem however, the store Manager now says it tilts and thats perfectly NORMAL. I have passed this back to T S and will continue to pursue until i have a full refund plus compensation.
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