Hi I am new hopefully someone can help.
We bought a sofa from SCS and below I have placed a timeline of events.
Timeline of events
13/01/2020 Ordered Keswick 2 & 3 seater sofa & care package from SCS Cribbs Causeway
Total Cost £1548.98 (including care package)
Deposit of £150 paid by credit card
£1398.98 taken on finance
18/02/2020 Sofas delivered
On inspection 3 seater sofa faulty (hole in rear upholstery)
Photographs taken by delivery driver
Rejected as faulty however advised to retain sofa
Advised by delivery driver SCS would be in contact
24/02/2020 Due to no contact from SCS, SCS contacted
Advised to send photographs of fault
Photographs emailed to SCS
26/02/2020 Email received from SCS confirming receipt of photographs
16/03/2020 Telephone call received from SCS representative offering replacement however the Keswick range was now discontinued, advised to visit store to choose alternative.
16/03/2020 Visited SCS Cribbs Causeway
Order replacement sofas (Alexander 3 & 2 seater)
Total Cost £1543.98 (to remain on current finance agreement)
12- 14 week delivery time so delivery would be 8th to 22nd June 2020. SCS man then put underneath ASAP. He also put ASAP on a line that states customer signature.
On delivery faulty Keswick sofas would be removed by SCS
23/03/2020 Government imposes lockdown restrictions due to COVID 19
25/03/2020 Email received from SCS stating that due to Government restrictions, Stores closed and deliveries halted. This was also impacting suppliers but before the closedown orders were in a planned production Schedules and updates would be given.
21/04/2020 13:31 Email received from SCS stating Deliveries suspended and stores remain Closed. Then same email states the ordered sofa was now in stock. So my order was made during lockdown? And received in a warehouse..during lockdown against government advice?? How this is possible I don’t know considering we were in lockdown a week after order and only essential workers were travelling out to work at the time. (unless SCS sofa manafactures took their work home)
21/04/2020 16:16 Further email stating deliveries suspended. Government guidelines are impacting their suppliers which included production delays. (So now my sofa isn’t in stock) they go on to explain a list of thing their doing with the supplier with regards to our order.
14/05/2020 Email received from SCS Re stating delivery will be resuming from 20/05/2020 and expecting distribution centres to be operational from 27/05/2020. My product is now in stock again..and I may receive a call for delivery??(I thought they And suppliers were on lockdown during April/May)
18/05/2020 SCS contacted via telephone requesting cancellation of order
Advised regional manager would be in contact with 48 hours to authorise cancellation
20/05/2020 Telephone call from Jack (a sales manager)
It was explained that I wished to cancel order and following a further call was informed I was unable to cancel the order
Telephone call to Kim customer services, lodging a complaint, advised Mike Area manager would be in contact refused surnames stating data protection.
20/05/2020. email sent stating wanted to cancel contract and for faulty sofa to be removed.
Stated that under their own terms and conditions I could do this under 13.5 of their own T&C .
22/05/2020 Email received from SCS stating their suppliers production and delivery schedules are restarting, deliveries to distribution centers is SCS in the next few weeks. Now delivery teams are back in action they will let’s us know as soon as they receive our product. So now it’s not in stock...wish they would decide.
27/05/2020. called SCS customer service stating again I wanted Faulty sofa removed and contract cancelled. Under the T&C this can be done 13.5 states this:
corona virus lockdown has continued past 4 weeks. So I can cancel Can’t I ?
advice would be greatly appreciated ..hope I’ve covered everything.
