harveys complaint (Harveys)

Member Name: shirleygreen

Product:	Harveys
Date:	15/09/09 (155 review reads)
Rating:

Advantages: nil

Disadvantages: shop elsewhere

25/03/2009: From HARVEYS the Funiture Store I purchased a Brando Express 3 and 2
seater sofa set to the value of £1175. 13 from the Chelmsford store.

01/06/2009: Sofas delivered to my home address by a company called Dams. At first they wanted to leave them in the front garden as they hadn't been instructed to pick up the previous sofas. They were not happy to remove my previous sofas as agreed and so left. I contacted the store and Dams came back and proceeded to assemble the sofas in the house. This was done very quickly.

03/06/2009: I rang Harveys in Chelmsford to complain that there was something wrong and apart from not looking right the sofas were very uncomfortable to sit on. I was advised that a claim form would be sent to me.

18/06/2009: Returned claim form with photos and received visit from Homeserve.

23/06/2009: Received letter from Mrs S Gakhal who advised that matter closed as Homeserve had not found a manufacturing defect. I was advised to submit an independent report.

25/06/2009: After discussing with the Trading Standards I sent a registered letter to Harveys stating the 'Sale of Goods Act 1979' and claiming a refund.

13/07/09: Independent report undertaken by Spa Contract Upholstery who stated that the
3 seater sofa was out of alignment. Photos were submitted along with the report to Harveys.

21/07/2009: Letter received from Mrs Gakhal stating that there was insufficient evidence from the independent report.

22/07/2009: I responded to letter of 21/07 asking for an explanation of why the report held insufficient evidence of a defect.

28/07/2009: Fax sent by Spa Contract Upholstery stating there was a 'manufacturing defect'.

29/07/2009: Rang and spoke to Mrs Gakhal who agreed to undertake another report and arranged for Ecomaster to visit.

05/08/2009: Ecomaster visited and reported that the sofa was out of alignment and proceeded to correct this.

10/08/2009: Rang and spoke to Shamrai to explain that the sofa was still out of alignment and requested a refund again. Shamrai advised me to speak to the Chelmsford store as only they can authorise refunds. A further appointment was made for a return visit from Ecomaster.

17/08/2009: Ecomaster visited and inferred that I had purchased the wrong suite if I wished to lay on it rather than sit upright. The sofa was not meant to be laid on! He examined the sofa but did not appear to make any further repairs.

25/08/2009: Spoke to Abraham who read out both Ecomaster reports. The report from 17/08 stated that the problem was actually caused by myself for sitting incorrectly on the sofa. The lump in the sofa had arisen from this but in actual fact this is the whole reason I first complained on the 3rd June.

15/09/2009: At last managed to contact the head of customer services and this matter is still ongoing

Summary: bad customer services