tradesofas - New Suite - Wrong Colour financed by Dividebuy

[corsaguy]

Hi Everyone. 

 

In need of some advice.

 

Myself and partner decided we were going to purchase a new suite for our home,

We saw a local company who had some good deals and decided go and have a look in store.

 

We picked our new suite on the 27th of December 2018

- We were paying via finance and to do this it is done on the website.

 

we placed the order and received confirmation email confirming the order and also the next day the 28th of December

we received another email confirming the full order and details.

 

We have just received the suite yesterday and it is the wrong colour??

The delivery guys would not take the suite back and asked for me to sign the paperwork,

I did under protest but signed it advising wrong colour, scuff on arm and leg broken.

 

I then called the store and spoke with the owner of the company and he asked we send him photos of everything

-  photos were sent and a few hours later he called back to say scuff marks will wipe off with a hard rub due to the material, guy on way to fix leg,

he didn't acknowledge the colour until I said to him about it and he advised he had a note on his system from another employee stating we had called to ask to change the colour??

 

This is not something we done and I asked what was the number or who called,

He advised he could not give me those details as he would need to speak with the employee to find out and she is off until monday.

 

What can we do??

We never asked for any change of colour and we are not happy with the colour or quality

. It is not the same quality as the one we viewed.

 

In the emails and sales sheet we have the suite is listed as Largo 16 Black but the delivery sheet that has been left states Largo Grey.

Also we have spoken with the finance company and they have advised we have to deal with the retailer.

 

I have not put the names of the retailer or finance company as I dont know if I am allowed but if someone can advise me if this is allowed then I will give thedetails .

 

Thank you

[renegadeimp]

Simple, you call or write and reject it.  It wasnt what you ordered, so you can cancel, or give them the chance to rectify at their expense.  

As for that note,    SAR them and ask for the specific call log where you said that. 

Are you able to name the company in question? You can certainly do that here if you wish.

But what you need to do is reject the order in full, and tell them to replace it with the one you ordered.  At the same time,  send the SAR off. If they dont record the calls, then it becomes their problem not yours.  You could also contact the finance company and cancel .

Edited March 23, 2019 by renegadeimp

[dx100uk]

short-term right to reject under consumer rights act 

full refund...they cant argue.

 

dx

[corsaguy]

Thats great to hear Thank you both for your quick reply.

 

I sent both sofa company and finance company an email on the day of delivery advising them this so awaiting to hear from them both. I did read online that I would be entitled to a full refund but just wanted to check here to confirm my findings. Hopefully they both accept this without a fight but I will keep you updated.

 

How long should I allow them to reply to my current emails? As just now we are not using the suite and are basically left with nothing to sit on in the mean time.

 

Thanks again

 

[renegadeimp]

Follow it with a letter in the post.   AS soon as you notify them , then its cancelled, if youre after a full refund.

Also get on to the finance company as well, as they are liable too.  That way you cna let the finance company fight it out with the retailer.

[dx100uk]

as everything was done online within 14 days from DELIVERY you can reject the whole deal without any reason.

as the item is not fit for purpose / not what you ordered that extends to 30 days.

 

write to both retailer/finance company ...recorded is better though you can use free proof of posting at PO counter

that's all you need to do.

you should not allow yourself to be charged anything

you do NOT have to accept a replacement or repair.

 

dx

 

[BankFodder]

What a shame that you allowed yourself to be bullied into accepting the suite in the first place.

I notice one discrepancy and that is that you said that you collected the suite on 27 December and then later on you say that it was delivered yesterday.

The retailer is responsible because of the defect – I'm also trying to understand whether this could be considered to be an online purchase – a distance purchase.

The finance company is also liable but you need to give us more details.

Please tell us the name of the retailer and also the name of the finance company.

Did you record the calls that you had with the retailer or with the finance company? You should be doing this. Have you read our customer services guide?

[BankFodder]

Of course if you want to make any progress on this problem, you will have to engage with this thread

[renegadeimp]

That page is not available for your account

[corsaguy]

Hi Sorry, Sent a reply via my mobile but dont know what happened with it.

 

We went and saw the suite in the store on the 27th of Decemeber, The employee showed us all the colours available so we chose black

- As we were doing the finance we had to do it at home on the internet

we did it that night and received the confirmation via email.

on the 28th the staff member emailed us confirming the colour as black and the delivery date.

 

We then received the suite on Thursday

- As soon as I saw it I knew it was the wrong colour but the delivery driver wouldn't take it back.

 

I called both the finance company and branch on the day to advise them of the issues but that is the only calls I have made,

I have advised both the finance and store I will not speak on the phone as want everything via email or post as that way I have proof of everything.

 

I didnt record the calls

 

The finance company is Divide buy and the store is tradesofas.com

 

I have sent an email to both finance and store advising we are rejecting the suite so just awaiting their replies.

Will keep you all updated

[BankFodder]

Regardless of the dispute over the colour, you are entitled to reject it because of the defect in the leg.

Do not allow anyone to go onto your property to attempt any repair to the leg or to do anything else to the sofa.

You are rejecting it and you want it collected and taken away. Make sure that they have that in writing and make sure you copy the finance company into everything. Separately, write to the finance company and tell them that if it is not sorted then you will be seeing them under section 75 Consumer Credit Act and also reporting them to the FCA.

Do this now. They forget – even if they want to dispute the issue of the colour – the fact that it arrived with a defect is quite sufficient to reject it. No point in getting into a ridiculous argument about the fact that it didn't conform to its description.

Don't let anyone in. Don't let any repair. You want it taken away. If they won't take it away then make your own arrangements but write to them and tell them that you will be returning it to them and you will be seeing them for the cost of the return. After that, go somewhere else. Start recording your calls.