When we were first married in 1960 we bought G Plan furniture which served us well for many years.
After almost 58 years of marriage we did not want to spend a lot of money on replacing furniture. Nevertheless, after an unfortunate flirtation with a far-eastern product which lasted only a few years we decided to return to our first love - G Plan. Our requirement was for a leather two-seater sofa and a leather three-seater sofa.
We went to SCS Milton Keynes on 15th November 2017 to evaluate the G Plan range and were taken with a G Plan two-seat in Regent Plaster leather from the Nettleton range. However, there was not a three-seat on display but we assumed the quality and comfort would be similar to the two-seat which we sat on for almost an hour.
The sales procedure was protracted and confusing with the salesman producing various payment terms written on the back of an A4 piece of paper. Not being able to agree with some of the calculations I was told that the figure I queried was for a maintenance agreement! I took issue with this automatic inclusion without discussion and was told it was not compulsory.
As I am coming up to 85 later this year I began to wonder whether this was an attempt to pull a fast one over an older customer. A further niggle arose with the pricing of the sofas. One was priced at £1.499 and the other £1,299. In common with other furniture they were shown as "two years free credit." Towards the end of the discussion the salesman then offered £300 discount for cash.
This just confirmed my feeling that the sales procedures with SCS are, at best, ambiguous or perhaps somewhat slippery.
Delivery was promised for delivery on the 18th December 2017 - Both sofas arrived within the scheduled time and without any apparent external defects.
After sitting on the three-seat sofa it at once became apparent that the left hand seat sloped towards the arm; conversely the right hand seat sloped towards the middle seat.
However, the major problem is that after 30 minutes or so the padding or foam over the springs sinks and there appears to be something solid sticking into the backside of the seated person. This makes it quite impossible to stay seated and be comfortable for any length of time. Similarly, the right hand seat.
Consequently we now have a three seat sofa which we cannot sit on for any length of time.
I emailed SCS Sofas with my complaint on 15th January 2018 outlining my dissatisfaction and pointing out that "The Consumer Rights Act 2015 makes it an implied term of the contract I have with SCS that goods be as described, fit for purpose and of satisfactory quality. As you are in breach of contract and I've owned the product for less than 30 days I am within my statutory rights to ask for a full refund of the original cost paid."
I had a telephone call a few days later from someone called Keith who said he would send a technician on the following Friday 26th January 2018.
The technician arrived and took photographs of the sofa inside and outside but, crucially, was not keen to sit on the offending seats. He pronounced that there was no obvious manufacturing fault that he could see. Nonetheless, as I was of average height and build, he could not explain the problem that occurs when the sofa is sat upon for any length of time.
Without a formal response from SCS Sofas within the following week I was compelled to email Keith on the 2nd February 2018 pointing out their obligations under The Consumer Rights Act 2015.
Keith replied as follows:
Thank you for your email to ScS Customer Executive Department
Please be assured that we will investigate your concerns and will be in contact with you in the next 24-48 hours using the contact details you have provided
Please do not reply to this message
making it plain that my complaint was completely new and it was obvious he had little idea as to the substance of my complaint.
A few days later I had a telephone call from an unnamed woman at SCS Sofa which was well nigh unintelligible presumably because of the telephone she was using. The gist of the call seemed to be that SCS Sofas were not prepared to do anything and were not prepared to accept any liability under The Consumer Rights Act 2015.
There the matter rests, I have not heard from SCS Sofas for ten days nor have I ever received a formal letter answering the complaint.
I would never, ever buy anything from SCS Sofas nor would I recommend them. Evidently, SCSC Sofas do not think statutory legislation applies to them.
It is worthwhile pointing out that the modern G Plan company is not the same company I knew in 1960 and which had an enviable reputation for product reliability.
The current G Plan brand, in common with many old-established quality UK brands, has gone through various owners and is far-removed from the well-respected name of E Gomme of High Wycombe.
