Help! Harvey's sofa advice please!

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dmon1

New Member
Jan 5, 2013
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Hi
I'm a newbie and have been reading abit about consumer rights and the nightmares that people are experiencing with Harveys on these forums. I have family members who have bought sofas from this company and have been impressed with their quality and durability....good reason to buy a sofa from them,... so we thought. We purchased/ordered a corner suite (concorde) in Jan '11, arrived Apr '11. It has now sunk in one corner (about 3/4 months ago). I went into the store and they passed me onto customer services, who told me that my guarantee has expired and that I would need to get an independant report from a qualified local upholsterer, then post this report to them. Should I just go ahead with this?....not really happy about spending money on getting a report....especially when Harveys claim this sofa is 'quality and durable' and we've only had it 20 months :((
 
W

Witch consumer

Moderator
Sep 8, 2008
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Debtors retreat
We have a very helpful lady from Harvey's who usually pops up when the name Harvey's is mentioned, however, they are aware that a sofa that costs several hundred pounds should last longer than theirs usually do. You don't need get an independent report, they need to carry out a repair under SOGA.
 
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dmon1

New Member
Jan 5, 2013
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Thanks! So, should I phone back customer services and quote your last sentance or would it be better to put in writing to store manager or save time and go higher up?!
 
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Witch consumer

Moderator
Sep 8, 2008
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Debtors retreat
I would go straight for their complaints procedure, all companies have to have one and it should be on their website, if you don't get anywhere you will be one step nearer the small claims court.
 
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dmon1

New Member
Jan 5, 2013
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I submitted the complaint, but they are going to be difficult, going by their response. (see below):

[Thank you for your email to our Customer Care Department reference your faulty furniture.We have reviewed your query and due to the fact the goods are out of the years warranty we would not be able to assist until a manufacturing fault is proven.
We now regard the matter closed. However, should you disagree with the decision then we would advise you to obtain an independent report from a Registered Furniture Specialist and submit their report for our further consideration.
Below are the steps you will now need to take;

Locate and appoint a Upholstery Company of your choice
Invite then into your home to inspect the furnishings you are concerned about
Pay them for the services and request a completed furniture report which states the liability for your concerns
Ensure that you have a report which is Company Stamp/headed paper in addition to this the receipt or invoice will need to have a number visible

In the event that it is revealed that a manufacturing fault does in fact exist we will then arrange for the report to be verified by a third party company. Please note that if they confirm the report content to be correct we will then undertake to remedy the fault and refund the cost of the receipt for the independent report once the furniture claim has been successfully resolved.
Assuring you of our best intentions at all times,]

Is my next step a small claims court? I have never done this, can you advise?
 
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W

Witch consumer

Moderator
Sep 8, 2008
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Debtors retreat
Yes, that does actually say the matter is now clowed as far as they are concerned so you can go to the small claims court which you can do online, give us a shout if you need any help
 
Tony

Tony

What Consumer Founder
Apr 7, 2008
18,307
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Bolton
Hi, you can message the lady from Harveys here, although she hasn't been around for a while. Perhaps there haven't been many complaints about them recently
 
Tony

Tony

What Consumer Founder
Apr 7, 2008
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Bolton
I received the NHBC inspection report today and was impressed by the quality, very professional....
 
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redtaz1

New Member
Mar 4, 2013
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harveys furniture store scunthorpe.

hi i bought a sofa and chair on boxing day 2013 they told me it would be about 12 weeks before delivery which i didnt mind , they sent me a text message saying my sofa and chair would be delivered on the 1/3/13 between 10 am - 1 pm so i thought great. because the house is only small i had to get the old sofa out on the 28/2/13 , so took the day off work to wait for it, waited most of the day no sofa so at 1.30 pm i rang them to see where it was and if they could give me an e.t.a. They said i will ring the warehouse and call you back. no-one seemed to know what was going on. at 4pm they rang me back and said it had been taken off the lorry cause there wasnt enough room for it. i was fumming as you can emagine. I told them i needed the sofa here today as i have family coming over they told me there was nothing they could do today sorry. they then told me they had arranged for a courier to come in sat morning and deliver it to me first thing so i thought ok thats fine waited allday again still no sofa i rang them again to find out where it was at 10.30 they told me it was being loaded so i thought great at last about about 1.30 it hadnt arrived so i rang them again told them it hadnt arrived they said il ring the warehouse they rang me back about 45 minutes later and told me they couldnt find it so i started to get a bit high rate as expected. They rang me again at 4.00 pm told me they had found it but couldnt deliver it while monday so all weekend i have been sat in a deck chair very uncomfatable. i told the ok monday it is then but i need it here by 9.00 am . they said that was fine it will be there . 10.30 still no sofa so i rang them again they rang the warehouse again, he rang me back and told me it wasnt loaded yet now by this stage i didnt no what to say or think i was fumming big style i told them they should be ashamed of them selves and i will be seeking advice. 11.00 he rang me again and said its loaded now and on its way it should be with you by 1.00 pm. i said it better be here by then or i want my money back in full with compensation. so all i can do now is wait and see but please dont buy from harveys they are crooks . the sooner they close them down the better. i will update again if the sofa doesnt arrive.
 
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