SCS review: Recliner sofas/delivered broken/failure to repair/ failure to replace/ failure to refund 1

Dear Sir/Madam

Order number S0085-6117981.

We purchased 2 new lazy boy sofas from you totalling £5,060.96

When delivered in November 2022, one of the sofas was damaged the reclining controls and one of the drinks holders was damaged, the delivery men took photos with the little arrows and said we had to report it to get a repair man out.

The earliest date was 10th December 2022; we waited in all day for the repair man whom arrived at 2.15pm approximately. Only for him to tell us he couldn't repair as he needs to order the parts and that the delivery men should have done this.

When the part did come into stock another repair man came and he was unable to again repair our brand new broken sofa,2 parts were required to fix and only one had been ordered, he said he would order this other part.

So once again after waiting, another repair man came on 10th February 2023, and guess what the wrong part was ordered and we have to wait again to get the correct part ordered and our brand new sofa is still not fixed.

I have now had to have a total of 5 days off work, each time the wrong part is ordered and I am assured that they have now ordered the correct part!

Finally I am contacted by a lady called Amy! She tells me I can have 3 options, a brand new like for like on my sofas that we already have or my money back or a credit to go into SCS and pick out something of equal value.

We select to have like for like brand new, however I tell Amy this is SCS’s last chance if I don’t get my new sofa’s I will want my money back. She agrees to this, and so we wait.

We finally are contacted to say that our replacement sofas are coming on the 12th September 2023.

I am contacted on the 9th September 2023 to say they are coming on the 12th anytime from 7am.

I am contacted on the 11th to say that our replacement sofas are coming on the 12th between 1pm and 7pm.

I am contacted at 6.30am on the 12th to say that our replacement sofas are coming today between 4pm and 4.45pm.

I am contacted at 9am on the 12th to say our order of 2 replacement sofas is not coming!

I phone up to find out what is going on, I end up speaking with John the manager of Basildon SCS where we original bought a year ago our sofas, which are still broken, haven’t been fixed and haven’t been replaced. He is very rude and very unhelpful; I now want my money back as was agreed with Amy, that should you fail again in your obligation to me this is what would happen, John rudely refused, no explanation, we are just left with damaged goods.

How do we proceed, in 7 days if I am not satisfied, I will go to my solicitor, I will contact trading standards and I will contact watchdog, in fact I will kick up all sorts of fuss at your utterly disgraceful conduct, your treatment of a loyal, returning customer shows you have no regard for your customers. The stress this has caused myself and my sick wife, whom has a heart condition and this stress as made her quite ill, this kind of behaviour by SCS is deplorable.

Regards

R. Pirch

124 North Road

Westcliff on sea

Essex

SS0 7AG