Can they do this?

[MeiMe]

Posting on behalf on my mother.

My mother brought a leather recliner sofa from a well known sofa shop paid in full before delivery for near enough £5000. She made it clear to the salesman that as she worked away they'd have to deliver it when she was home and with plenty of notice to which they agreed. They chopped and changed the date and didn't give plenty of notice like agreed and it got to the point they said it was coming on X day and someone had to be there to tough luck.

A neighbour let them in and signed for it as she couldn't be home, but on later inspection we discovered It turned up with the plug snapped off and yet they had crammed it into an EU/UK extension lead (my mother works out the country a lot) to proved it worked, the seats were all different lengths and it was completely understaffed so it was sagged, wrinkled etc. I advised her to raise a complaint asap to which she did and was told "we don't handle complaints on the weekend but fill in the form online you only have 7 days to raise a complaint" (it was Saturday), so she filled in their complaints form and received no acknowledgement but had taken screenshots of the complaint form.

Despite this she went into store where she ordered it form the next day and spoke to the manager, showing them photos of the faults and the fact she'd filled in the online form where she was told the form doesn't work, but someone would ring her the next day and if she hasn't had a call back within a week to raise it was her credit card company.

She hadn't so raised it with her credit card who said they had X amount of days to contact them etc which was fine. 3 weeks ago she had a call stating that a "expert" would be out to look at the issues and issue them a report on their finds which was fine but this wouldn't be to the middle of July. Obviously this is yet to happen, however due to the fact they've not corresponded with the credit card people they've now issued my mother back a full refund.

Today she's received an angry voicemail from someone saying that as they've not conversed with the credit card company they've issued a refund and due to this they're no longer doing the report and they're coming to take the sofa back.

Can they do this? I've advised her not to worry she's done everything in her power to rectify the situation but she's elderly and worrying that they're just going to turn up and take it

[RedCarsGoFaster]

Just let them take it. She's had her refund, get her an armchair or something off Facebook selling or similar for the interim.

Who's the company? Sounds awful.

[MrMrsJones]

I agree, let them come and take it. She has her money, which is good

[ChatterMonkey]

Let them take it. She's got her money back so i imagine if she's had the refund based on there being a fault, the company are entitled to the faulty product back.

[gabagoulghost]

Isn't a refund what she wanted?

[HollyBollyBooBoo]

So she wants it for free basically?

[LIZS]

What resolution was she hoping for?

[PartyGoose]

Well they can take it, can't they? She doesn't want it if it's so badly damaged and she's been refunded anyway.

[AlisonDonut]

Of course they can, as she has had the refund.

[Collaborate]

Yes they can come and take it. She has been refunded in full. I cannot understand why you would be puzzled that they want it back - or that she'd want to keep it.

[Purplecatshopaholic]

Of course they are taking it back - she’s had her refund, what’s the issue?

[rocketfromthecrypt]

They sound shit, but she's got her money back - surely you can't think she should get to keep it as well?

[Georgeskitchen]

Yes they can take it but make sure you mother tells them they have to come on a certain day at a certain time or she won't be in 😉

[MeiMe]

No having her money back isn't what she wanted. She wanted the sofa she paid for 😅. She raised the issue as they should have had it re-stuffed/plug sorted etc hence why they arranged for the report to be done to get those issues fixed. If the company had spoken with the credit card company they'd have not refunded her till it was sorted.

She has no other sofa in her house so if they take that she'll be sitting on the floor. The sofa took months to be made/delivered so she'll be without a sofa for a few months after it's taken her a million year to pick one she likes

[SummerInSun]

If they did such a bad job the first time, why does she think it would be any better after they did a dodgy repair? She's much better off with her money back, then taking away the broken sofa, and going somewhere else for a new one.

[MeiMe]

This makes 0 sense.

I haven't said she's incapable nor have I spent half my post saying she has oodles of International travel for long periods.

I've no idea what a CF is or why she should be "greatcul" that she won't have a sofa to sit on when she wanted them to sort it out 🙄

[MeiMe]

@SummerInSun

If they did such a bad job the first time, why does she think it would be any better after they did a dodgy repair? She's much better off with her money back, then taking away the broken sofa, and going somewhere else for a new one.

Everyone make mistakes, shit happens we're all aware of that. She wanted it fix which isn't to much to ask for really. They're a big well known company so doubt it'd be a dodgy repair

[LIZS]

She would still have been without it if they repaired. Not sure why she involved cc company if she did not want a refund,

[fairgame84]

I think it's a great outcome. She gets a full refund and can buy a sofa from a different company that knows how to make them properly and treat customers better.
Does she seriously want them to try and fix the sofa? They'll bodge it.

[MeiMe]

@LIZS

She would still have been without it if they repaired. Not sure why she involved cc company if she did not want a refund,

The manager of the store advised her to do that if she hadn't had a response to her complaint within a week

[endofthelinefinally]

If she has got her money back she can go and get a lovely second hand sofa from British Heart Foundation.

[waveyourpompoms]

This is the perfect outcome. She’s been given a refund so of course they’re coming to take the sofa back.

Now she can buy another sofa and perhaps not mess them around with when they can come.

[MeiMe]

@fairgame84

I think it's a great outcome. She gets a full refund and can buy a sofa from a different company that knows how to make them properly and treat customers better.
Does she seriously want them to try and fix the sofa? They'll bodge it.

Yes she does, she likes that sofa it ticked every box 🙅🏽‍♀️

[PatriciaHolm]

Sounds like she'd had a lucky escape - yes people make mistakes but her dealings here sound like an endless list of them from start to finish from this company. Both their product and customer service are clearly a disaster. How did she think they were going to fix seats that were the wrong length? And yes I would completely believe it could be a dodgy repair!

I don't understand why the furniture company told her to contact her credit card. unless the person involved had a good idea the company were not going to help!

[MeiMe]

@PatriciaHolm

Sounds like she'd had a lucky escape - yes people make mistakes but her dealings here sound like an endless list of them from start to finish from this company. Both their product and customer service are clearly a disaster. How did she think they were going to fix seats that were the wrong length? And yes I would completely believe it could be a dodgy repair!

I don't understand why the furniture company told her to contact her credit card. unless the person involved had a good idea the company were not going to help!

From what I gathered the length issue is due to them being under-stuffed, it's not filled in consistently so some are longer/shorted than the other. I haven't got a leather sofa so no idea.

I guessed it'd link it to her complaint and get them to respond/sort it? Albeit it may be that