A fuming man has hit out at furniture firm Cousins after he and his wife were delivered the 'wrong piece' for their corner sofa. Alan Ratcliffe and his wife Victoria treated themselves to a £2,000 light grey sofa back in June 2021.
But when it arrived the couple were disappointed to find a 'slit' on the corner peice. After contacting Cousins, the company sent someone out to assess the damage and they say they were promised a piece by November but nothing had arrived.
It was finally delivered four months later - but it was the wrong piece and the wrong colour. Alan says they had delivered a brown corner piece and is still waiting for the correct furniture more than a year later, Stoke on Trent Live reports.
The 48-year-old said: “The delivery driver said that’s not the right piece at all. My wife saw it and she just couldn’t believe it. She rang me and told me and we were both furious.
"We got back in touch with them and they said they will get it sorted. We had a letter last week saying they’ve had confirmation that the corner is being built. I’m like 'you’re only having it built now?'
“We haven’t had a date as to when it will arrive but I reckon it will be around September time. By that time the sofa we have got would have sun faded and it’s going to be totally worn - when we have this new piece delivered it’s going to be totally out of place.”
Alan added: “I am very disappointed and we will never go there again, not for anything. There’s not been proper communication from them.
“I’ve been down in the shop and they are still selling the same settee so why can’t they make ours or give us a corner? We’d like a new piece or a new settee. It’s the least they can do for what they’ve done, their lack of sympathy is disappointing.”
Cousins have refused to comment on this case to 'protect our customers' privacy'.
But a spokesperson said: "Cousins Furniture is a member of The Furniture & Home Improvement Ombudsman, who are independent, not-for-profit organisation specialising in dispute resolution services for consumers and businesses.
"As a local independent family-run furniture retailer in the Midlands, we take each issue and complaint seriously and always work with customers to try to come up with an acceptable resolution. With that in mind, customers can raise their concerns with the Furniture Ombudsman, that provides independent mediation and legal advice on any matters raised and ensures that all concerns are resolved in a correct manner."
