We bought a £1,000 sofa bed from SCS in September. After a six-week wait the wrong model was delivered which was too big for our lounge. SCS collected it but there was another six-week wait during which we had no seating as we had got rid of our old sofa to make way for the new one.
The next delivery was the right model but wrong size. Another customer had received our sofa bed. They arranged for the items to be swapped the same day. However, when the correct sofa bed was finally delivered it was badly damaged. We complained to the driver who sprayed some cleaning fluid on it and told us to contact the aftercare team at SCS, which we did immediately.
We were told that, since I had accepted the delivery, I could not demand a replacement and that they would send an upholsterer out to examine it and consider a repair.
Next, a letter arrived stating that “following the visit of our upholstery technician” the necessary parts had been ordered and would arrive within seven weeks. When I pointed out we had received no such visit, I was advised this is a standard letter sent to all customers who register a complaint and that they had ordered two replacement feet. We’ve now been without a sofa for four months. CB, Leeds
The incompetence of SCS is breathtaking and it is trying it on when it claims you have “accepted” the item by allowing the delivery man to leave it in your house. The Sale of Goods Act 1979 allows reasonable time to examine and reject faulty goods, for few delivery firms are prepared to hang around while customers unwrap and try out large items.
SCS did agree to a replacement but advised this would involve another seven-week wait. Things start moving, though, when I contacted the chief executive’s office. Within hours you were called with the offer of £140 compensation and a promise of delivery of a replacement within four weeks to be personally overseen by the manager. And you get to keep the damaged model until then, so you have somewhere to sit down. Magnificent munificence, eh!
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