0:00:02 > 0:00:07I've been battling for consumer rights for years, but some companies are still not getting the message.
0:00:07 > 0:00:10It seems to be the biggest companies not looking after their customers.
0:00:10 > 0:00:13Day in, day out, thousands of you are still being taken for a ride,
0:00:13 > 0:00:16and it's always the same old things -
0:00:16 > 0:00:20shoddy products, bad customer service, and the dreaded small print.
0:00:20 > 0:00:23The customer service level is the most important thing to some people.
0:00:23 > 0:00:27Some firms are driving you barmy, causing you sleepless nights,
0:00:27 > 0:00:30and can make you feel like you're the ones to blame.
0:00:30 > 0:00:35But don't despair. Because I'll take them on - to make sure YOU don't get done.
0:00:38 > 0:00:41Buying a piece of furniture is quite an investment.
0:00:41 > 0:00:45You want to make sure that the person selling it to you knows what they're talking about,
0:00:45 > 0:00:49that the item you're buying is well-made and is going to last some considerable time.
0:00:49 > 0:00:52But what happens if things start to go wrong
0:00:52 > 0:00:54after you spend your hard-earned cash?
0:00:55 > 0:00:58This is just what happened to Beth Woodley from Hertfordshire
0:00:58 > 0:01:05when in October 2011 she paid £1,741 for a swanky new sofa
0:01:05 > 0:01:07from popular furniture retailer Harveys.
0:01:09 > 0:01:14It was one of those sofas you look at and think, "That's lovely. I really like that."
0:01:14 > 0:01:16They showed me a couple of others, but I kept going back to this one.
0:01:16 > 0:01:21They kept sort of directing me back to that more than anything else.
0:01:21 > 0:01:24But it was a lovely sofa. It was perfect.
0:01:24 > 0:01:27Beth also suffers from back problems
0:01:27 > 0:01:30and she says the sales person assured her
0:01:30 > 0:01:31the sofa would support her.
0:01:31 > 0:01:35So she bought the corner suite and it was delivered three months later.
0:01:35 > 0:01:38But very soon, the stuffing was knocked out of her dream.
0:01:38 > 0:01:40Within about three months,
0:01:40 > 0:01:45I noticed some of the backs of the sofas where I'd been sitting
0:01:45 > 0:01:47looked kind of creased.
0:01:47 > 0:01:50It looked like the stuffing wasn't bouncing back.
0:01:50 > 0:01:54I puffed it up a bit and thought, "Maybe that'll be all right.
0:01:54 > 0:01:56"Maybe that's just the way it is."
0:01:56 > 0:01:58But it gradually just got worse and worse
0:01:58 > 0:02:00and then the seat started to collapse.
0:02:02 > 0:02:06Adamant there was something fundamentally wrong with her sofa,
0:02:06 > 0:02:09Beth contacted Harveys in August 2012
0:02:09 > 0:02:13to make a complaint about its rapid deterioration.
0:02:13 > 0:02:16I didn't think anything of it. I thought it would be fine.
0:02:16 > 0:02:18They'll come out and see how bad it is and sort it out.
0:02:18 > 0:02:20How wrong she was.
0:02:20 > 0:02:23Harveys did send technicians out,
0:02:23 > 0:02:26but the content of their report was the last thing she expected.
0:02:26 > 0:02:29When I received the report from Harveys I was furious.
0:02:29 > 0:02:33On the report it said that the damage was caused by wear and tear
0:02:33 > 0:02:37due to the seat being in front of the television.
0:02:38 > 0:02:40The second thing they said
0:02:40 > 0:02:44was that the dogs been sitting on the back of the sofa
0:02:44 > 0:02:46looking out of the window.
0:02:46 > 0:02:50And the third point was, and it just plainly stated,
0:02:50 > 0:02:53"customer is of large build."
0:02:53 > 0:02:58It made me feel like I was too fat for my own sofa.
0:02:58 > 0:03:03And it was an absolute insult to me.
0:03:04 > 0:03:07After shelling out over £1,700
0:03:07 > 0:03:10Beth has been left feeling humiliated, with a collapsing sofa,
0:03:10 > 0:03:14and Harveys are refusing a repair, replacement or refund.
0:03:14 > 0:03:16Sounds like she needs my help.
0:03:25 > 0:03:28- You must be Beth.- And you must be Dom!- Lovely to meet you, Beth.
0:03:28 > 0:03:31- Thanks very much for coming. - Can I come in?- Course you can.
0:03:31 > 0:03:32Super. Thanks very much.
0:03:34 > 0:03:37Beth, normally when I come to meet people and discuss their problems,
0:03:37 > 0:03:39I don't sit this far apart from them.
0:03:39 > 0:03:42But you don't want me sitting on this section of the settee.
0:03:42 > 0:03:46- Absolutely not.- Why not? - Because it's completely collapsed.
0:03:46 > 0:03:49If you sit on it, you'll find out.
0:03:49 > 0:03:51OK. Proof of the pudding. Whoa! I see what you mean.
0:03:51 > 0:03:55- It's completely different to the rest of the settee.- Completely, yes.
0:03:55 > 0:03:58'And Beth goes on to tell me that it's not just one section
0:03:58 > 0:04:03'but that all the sections on her sofa are gradually collapsing.'
0:04:03 > 0:04:06Everyone's heard of Harveys. They're massive.
0:04:06 > 0:04:09What did they say about this settee and being fit for purpose?
0:04:09 > 0:04:13I spoke to them about the fact that I'm quite a big girl.
0:04:13 > 0:04:14I have a back condition.
0:04:14 > 0:04:18I asked them how supportive it was and they said perfect settee.
0:04:18 > 0:04:21I actually looked at some other settees there
0:04:21 > 0:04:23and they kept bringing me back to this one,
0:04:23 > 0:04:26saying this one would be the better option for me.
0:04:28 > 0:04:34Beth tells us she explained what she needed to the expert salesperson.
0:04:35 > 0:04:38And she claims they said the sofa would suit her needs.
0:04:40 > 0:04:43I need spinal fusion. I've got two prolapsed discs in my back.
0:04:43 > 0:04:46The bottom of my back has deteriorated
0:04:46 > 0:04:49so I need something that's going to support me when I sit down.
0:04:49 > 0:04:55'Beth's condition can be extremely painful and it's important she has a supportive and comfortable sofa.'
0:04:55 > 0:04:57How are you sitting on this settee at the moment?
0:04:57 > 0:04:59I can see loads of booster cushions.
0:04:59 > 0:05:02I'm sitting with pillows tucked around me
0:05:02 > 0:05:04so I don't slide down the back of it.
0:05:04 > 0:05:06'And as the report on the sofa
0:05:06 > 0:05:09'points out that Beth is of a large build,
0:05:09 > 0:05:10'I can't help wondering
0:05:10 > 0:05:12'if it was suitable for her in the first place.'
0:05:12 > 0:05:16They said because it was wear and tear, it was my fault.
0:05:16 > 0:05:18My question to Harveys was how can that be wear and tear?
0:05:18 > 0:05:20This sofa is six months old.
0:05:20 > 0:05:25'The report also suggested Beth's dogs might be to blame for the damaged sofa.
0:05:25 > 0:05:27'So I need to clear this up.'
0:05:27 > 0:05:29Why did that engineer say that to you? What do you think?
0:05:29 > 0:05:33Well, what happened was, there's a little nick on one of the seats.
0:05:33 > 0:05:38It's like a scratch. And actually my son did it with his school bag.
0:05:38 > 0:05:41It just caught the outside of the material.
0:05:41 > 0:05:45So they guy came along, went like that and went, "Did your dog do that?"
0:05:45 > 0:05:47I said, "No, actually, my son did it."
0:05:47 > 0:05:49So he's assumed your dogs are sitting on the back?
0:05:49 > 0:05:52He's assuming that the dogs are sitting on the back.
0:05:52 > 0:05:55- Do the dogs sit on the settee at all?- They don't, no.
0:05:55 > 0:05:57They have their beds and they sit on the floor.
0:05:59 > 0:06:01'Not willing to back down,
0:06:01 > 0:06:04'Beth demanded the company send out another technician
0:06:04 > 0:06:06'so she could get a second opinion.
0:06:06 > 0:06:08'And they agreed.'
0:06:08 > 0:06:10He was very nice. There wasn't an issue.
0:06:10 > 0:06:12He walked in the front door,
0:06:12 > 0:06:13he looked at the sofa and went,
0:06:13 > 0:06:15"Oh, God, yes, that's completely unacceptable."
0:06:15 > 0:06:19'Finally, it seemed somebody agreed with Beth.
0:06:19 > 0:06:21'But when she got back on the phone to Harveys,
0:06:21 > 0:06:23'it was a different story.
0:06:23 > 0:06:26'Once again, she was told that the damage was her fault.
0:06:26 > 0:06:29'Now that's what I call confusing customer service.
0:06:32 > 0:06:33I would have expected them to say,
0:06:33 > 0:06:36"We're ever so sorry. You need something a bit better.
0:06:36 > 0:06:38"We will give you your money back against this."
0:06:38 > 0:06:40Would you be happy with all three of those answers?
0:06:40 > 0:06:42Yes.
0:06:42 > 0:06:43What's money like for you?
0:06:43 > 0:06:45Unfortunately, I had a big back operation
0:06:45 > 0:06:48so I'm on sick benefits at the moment
0:06:48 > 0:06:51because I can't go back to work yet.
0:06:51 > 0:06:54- So things are tight? - Things are very tight.
0:06:54 > 0:06:56Beth, I won't ask you to see me out, cos you have a bad back.
0:06:56 > 0:06:59- I'll get on to Harveys and hopefully get this sorted out.- Please do.
0:06:59 > 0:07:01- ASAP.- Thank you.- Lovely meeting you. - Cheers.- Bye, lovey.
0:07:05 > 0:07:07I'll tell you what surprises me here.
0:07:07 > 0:07:10Harveys are a very, very large national company.
0:07:10 > 0:07:14They should have a good customer service and for some reason,
0:07:14 > 0:07:16Beth doesn't seem to have received it.
0:07:16 > 0:07:18I'm going to find out why and see if I can sort this out.
0:07:18 > 0:07:21Maybe it's just a breakdown in communications,
0:07:21 > 0:07:23but I won't know until I get on the blower.
0:07:23 > 0:07:26Harveys are the largest furniture specialist in the UK
0:07:26 > 0:07:30with over 150 stores nationwide.
0:07:30 > 0:07:33Their motto is...
0:07:33 > 0:07:37But for Beth, it's been a case of more hassle and less customer care.
0:07:37 > 0:07:40Harveys are owned by Steinhoff International,
0:07:40 > 0:07:43one of the five biggest furniture groups in Europe.
0:07:43 > 0:07:46And having done my background research,
0:07:46 > 0:07:50it's time to get the ball rolling with my first phone call to Harveys.
0:07:50 > 0:07:52I'm placed on hold.
0:07:53 > 0:07:56ANSWER PHONE: 'We apologise for the delay.
0:07:56 > 0:08:00- 'The call is important to us and will be answered as soon as one of our advisors...'- Two minutes.
0:08:00 > 0:08:02This isn't boding well.
0:08:02 > 0:08:07I wish I had a nice comfortable settee to lie out on right now.
0:08:07 > 0:08:08Put me feet up.
0:08:08 > 0:08:11After being on hold for three minutes,
0:08:11 > 0:08:12I finally get through to someone
0:08:12 > 0:08:15who provides a number for Harveys marketing department.
0:08:15 > 0:08:17'Record your message at the tone.
0:08:17 > 0:08:20- 'When you are finished, hang up or hold...'- How annoying!
0:08:20 > 0:08:23Good morning. My name is Dominic Littlewood. I'm calling from the BBC.
0:08:23 > 0:08:27Unfortunately, I don't seem to be able to get hold of anybody to speak to.
0:08:27 > 0:08:30Could you give us a call back, please? Goodbye.
0:08:30 > 0:08:34That isn't good vibes. I'm ringing a department that's meant to deal with people like me.
0:08:34 > 0:08:37Problems, complaints and issues like that.
0:08:37 > 0:08:40So far, I've not been able to speak to anybody in the department.
0:08:40 > 0:08:42Just one voicemail.
0:08:44 > 0:08:45Not a good start, Harveys.
0:08:49 > 0:08:52Sadly, Beth is not alone.
0:08:52 > 0:08:56Because there are other customers complaining about Harveys taking a back seat
0:08:56 > 0:08:59when it comes to sorting out their sofa problems.
0:08:59 > 0:09:01I've also heard from two other people.
0:09:01 > 0:09:03Will and Sue Scott from Staffordshire
0:09:03 > 0:09:05and Tim Moxey from Bath,
0:09:05 > 0:09:07who are all at the end of their tether with Harveys.
0:09:10 > 0:09:14Tim Moxey paid £989 plus delivery and insurance
0:09:14 > 0:09:18for a sofa and a recliner chair in January 2012.
0:09:18 > 0:09:22But just six weeks after delivery, the fabric on the sofa had split
0:09:22 > 0:09:27and the recliner felt unstable, therefore unsafe when he sat on it.
0:09:27 > 0:09:29In March 2012,
0:09:29 > 0:09:31just like they did with Beth,
0:09:31 > 0:09:35Harveys sent a technician out who told Tim they'd repair the sofa,
0:09:35 > 0:09:39but that he was sitting in his recliner wrong and they wouldn't replace it.
0:09:39 > 0:09:41But Tim says he wasn't told there
0:09:41 > 0:09:44was a specific way to sit in it when he bought it.
0:09:44 > 0:09:48Now after eight months of frustrated correspondence with Harveys,
0:09:48 > 0:09:52Tim is still waiting for both problems to be sorted out.
0:09:53 > 0:09:57The third case I've decided to take on is slightly different,
0:09:57 > 0:09:59but no less disappointing.
0:10:00 > 0:10:04Will and Sue Scott from Staffordshire paid £1,392
0:10:04 > 0:10:10for a chocolate-brown three-piece suite from Harveys in May 2012.
0:10:10 > 0:10:14They were given a delivery date which was three months later.
0:10:14 > 0:10:18I put a ring round the calendar, all excited, waiting for it to come.
0:10:18 > 0:10:21Obviously when it turned up, I was so disappointed.
0:10:21 > 0:10:23I was really, really heartbroken.
0:10:23 > 0:10:25They'd got the wrong colour settee.
0:10:25 > 0:10:28So I had two right colour chairs,
0:10:28 > 0:10:31and a tanned-coloured sofa.
0:10:31 > 0:10:36So the Scotts were given another new delivery date of October 2012.
0:10:36 > 0:10:40It was now six months since they'd ordered the sofa.
0:10:40 > 0:10:44The guys came at five. And he said to me, he says...
0:10:44 > 0:10:48"I think you'd better sit down."
0:10:48 > 0:10:50I said, "Why?"
0:10:50 > 0:10:54He says, "We've only got the one settee and one chair.
0:10:54 > 0:10:56"We haven't got another chair."
0:10:56 > 0:10:59I says, "That's no good to me. I want the whole thing."
0:10:59 > 0:11:04'Twice Harveys had failed to deliver the correct three-piece suite
0:11:04 > 0:11:06'and communicating with them wasn't easy.'
0:11:06 > 0:11:11I phoned customer service and they just put me on hold
0:11:11 > 0:11:15or put me on to somebody, and they don't give out their names.
0:11:15 > 0:11:17So we were really, really fed up, weren't we?
0:11:17 > 0:11:18Yeah, we were. Yeah.
0:11:18 > 0:11:24'Sue and Will asked their daughter Emma to see if she could get anywhere with Harveys.'
0:11:26 > 0:11:29I phoned them three times in one day and they just don't get back to you.
0:11:29 > 0:11:35'The final delivery date the Scotts were given was on 10 November 2012.'
0:11:35 > 0:11:37We were all excited
0:11:37 > 0:11:40that we were going to see an ending to all this palaver.
0:11:40 > 0:11:41A knock on the door.
0:11:41 > 0:11:45He says, "I've got a note here for a three-piece suite
0:11:45 > 0:11:47"but I've only got two-piece suites on.
0:11:47 > 0:11:49"A two-seater settee and a chair."
0:11:49 > 0:11:53I says, "Hang on a minute. You're telling me it's all wrong again?!"
0:11:53 > 0:11:57'A failed delivery, not once, not twice, but three times?
0:11:57 > 0:11:59'Sounds like something out of a comedy sketch.'
0:11:59 > 0:12:03'So let's see if our Trading Standards expert Andy Foster
0:12:03 > 0:12:05'can shed some light on the law.'
0:12:05 > 0:12:08The Sale of Goods Act governs everything that we buy.
0:12:08 > 0:12:11It doesn't matter what it is, a PC, a car or a sofa.
0:12:11 > 0:12:14There are four main things that give us certain rights.
0:12:14 > 0:12:17First, that things are of a satisfactory quality,
0:12:17 > 0:12:18that they are as described,
0:12:18 > 0:12:21that they're fit for the purpose they're supplied for,
0:12:21 > 0:12:24and that they should last a reasonable length of time.
0:12:26 > 0:12:29'Both Beth and Tim's furniture started showing signs
0:12:29 > 0:12:31'of deterioration within months.
0:12:31 > 0:12:33'To me, that doesn't seem a very long time
0:12:33 > 0:12:35'for an expensive purchase.
0:12:35 > 0:12:38'But Harveys have said that Beth's problems are due to wear and tear.'
0:12:40 > 0:12:42If it's within six months of purchase,
0:12:42 > 0:12:44then the trader is obligated
0:12:44 > 0:12:47to demonstrate what is the exact cause of the fault
0:12:47 > 0:12:50and when it occurred, to decide whether there's a breach of contract
0:12:50 > 0:12:51or whether it's wear and tear,
0:12:51 > 0:12:54and if it's after six months, the consumer needs to do that.
0:12:54 > 0:12:57In that case, they may need to seek an expert report
0:12:57 > 0:12:59who would diagnose what the fault is
0:12:59 > 0:13:03and whether that is a breach of contract or whether it is just reasonable wear and tear.
0:13:03 > 0:13:05What about the fact that Harveys are saying
0:13:05 > 0:13:08that damage caused to Beth and Tim's sofas
0:13:08 > 0:13:09is because they're of a larger build.
0:13:09 > 0:13:14And Beth says she mentioned her bad back before she bought her sofa.
0:13:14 > 0:13:16Some people have particular needs
0:13:16 > 0:13:18and will need things for a particular purpose.
0:13:18 > 0:13:22If that's pointed out at the time that person's buying them,
0:13:22 > 0:13:26then we can rely upon the sales person to make sure the goods they supply will fit that need.
0:13:26 > 0:13:29The problem is no-one has hard evidence
0:13:29 > 0:13:31of what was said on the day of sale.
0:13:31 > 0:13:34So, what now?
0:13:34 > 0:13:35It's a really good tip
0:13:35 > 0:13:38to get them to write that down on the invoice or order form
0:13:38 > 0:13:40that that's what you want the goods for
0:13:40 > 0:13:43and if they turn out not to be suitable for that,
0:13:43 > 0:13:45then you have a claim in law.
0:13:45 > 0:13:47This all sounds like good news to me.
0:13:47 > 0:13:49I can't wait to speak to Harveys
0:13:49 > 0:13:51about what I found out from our expert,
0:13:51 > 0:13:55so I decide to follow up my voicemail with an email to Harveys
0:13:55 > 0:13:58outlining all three customer complaints.
0:13:58 > 0:14:00It seems I've ruffled some feathers,
0:14:00 > 0:14:03because the director of customer services himself -
0:14:03 > 0:14:07Richard Powell - has been in contact with all of the cases.
0:14:07 > 0:14:11And he's made some offers. But I don't think they're enough.
0:14:11 > 0:14:14The Scotts have been offered a £300 goodwill gesture,
0:14:14 > 0:14:17but still don't have the correct suite.
0:14:17 > 0:14:20Tim Moxey has been offered a £250 goodwill gesture
0:14:20 > 0:14:23and an inspection of his wobbly recliner chair.
0:14:24 > 0:14:27And Beth has been offered a £100 goodwill gesture
0:14:27 > 0:14:29and for her sofa to be re-stuffed.
0:14:29 > 0:14:33But she's concerned that's not enough to address the problem.
0:14:33 > 0:14:37So we've arranged for independent expert Richard Renouf
0:14:37 > 0:14:38to inspect Beth's sofa
0:14:38 > 0:14:40to see if Harveys are right
0:14:40 > 0:14:44and the damage is wear and tear due to her weight,
0:14:44 > 0:14:46or if there is something fundamentally wrong with it.
0:14:47 > 0:14:49Ooh!
0:14:51 > 0:14:53That one goes a long way to this side, doesn't it?
0:14:55 > 0:14:57Straightaway, Richard has noticed a problem.
0:14:57 > 0:15:00Time to have a further look inside.
0:15:04 > 0:15:07There's a lot of foam coming out of here.
0:15:07 > 0:15:10That shouldn't be happening. Let's get off a bit more.
0:15:16 > 0:15:19Right. The entire foam block has split
0:15:19 > 0:15:22and that foam is crumbling.
0:15:22 > 0:15:26And that tells me that there's quite a serious problem in here.
0:15:26 > 0:15:29And that's why it's so uncomfortable to sit in.
0:15:29 > 0:15:33I'm surprised that none of the inspectors who've been already
0:15:33 > 0:15:34have picked that up.
0:15:34 > 0:15:36I'm not surprised, because all they did
0:15:36 > 0:15:39was come in and put their hand down the back of the chair
0:15:39 > 0:15:42and said that the foam had folded.
0:15:42 > 0:15:44That's not a very thorough job at all.
0:15:46 > 0:15:48'And it seems that there's another fundamental fault.'
0:15:48 > 0:15:51I know there's a couple of things that you were worried about.
0:15:51 > 0:15:53The first was the back cushions.
0:15:53 > 0:15:55These are made with a fibre filling.
0:15:55 > 0:15:58Fibre is meant to be like feather and down.
0:15:58 > 0:16:01You know what a feather pillow's like.
0:16:01 > 0:16:02You have to keep plumping it up.
0:16:02 > 0:16:05You shouldn't really use it on a suite like this,
0:16:05 > 0:16:06because these are fixed cushions.
0:16:06 > 0:16:11- You can't wrestle with them to get it plumped up.- It's impossible.
0:16:11 > 0:16:14'Gordon Bennett! So, in less than an hour,
0:16:14 > 0:16:17'our inspector has found two issues
0:16:17 > 0:16:19'which sound like manufacturing faults.
0:16:19 > 0:16:21'Why didn't Harveys' guys spot this?
0:16:21 > 0:16:25'Our expert is pretty convinced this isn't wear and tear.'
0:16:25 > 0:16:28What I'll do now is put all my findings into a report
0:16:28 > 0:16:30with all the photos and so on that we've taken
0:16:30 > 0:16:34and that will show conclusively that this suite is faulty.
0:16:34 > 0:16:37'This is good news for Beth.'
0:16:37 > 0:16:41To know that it's not in my imagination,
0:16:41 > 0:16:44that I wasn't to blame for that is a real relief.
0:16:44 > 0:16:47I know I can take further action now and do something about it,
0:16:47 > 0:16:50Nobody would be expecting a problem with a settee
0:16:50 > 0:16:53even within the first three, four, five years.
0:16:53 > 0:16:56For something like this to have gone wrong,
0:16:56 > 0:16:59definitely needs to be dealt with by the retailer.
0:16:59 > 0:17:02This needs to be replaced or even a refund given,
0:17:02 > 0:17:04because it shouldn't be like this.
0:17:04 > 0:17:07'Hear, hear, Richard. I couldn't agree more.
0:17:07 > 0:17:09'It seems like good news all round
0:17:09 > 0:17:12'in support of my battle with the furniture giant.
0:17:12 > 0:17:15'And it seems Harveys are starting to take this seriously,
0:17:15 > 0:17:20'because they've sent someone out to inspect Tim Moxey's wobbly recliner
0:17:20 > 0:17:22'and one guess what they've told him?
0:17:22 > 0:17:23'Yep, that he's too heavy for it.
0:17:23 > 0:17:25'It seems there's a repeating pattern here.'
0:17:28 > 0:17:30Tim weighs 19 stone.
0:17:30 > 0:17:32But the Harveys' technical expert
0:17:32 > 0:17:34who went round to inspect his recliner
0:17:34 > 0:17:37said it had a weight limit of 17 stone.
0:17:37 > 0:17:40Trouble is, no-one told Tim that.
0:17:44 > 0:17:49Harveys also cite Beth's weight as a reason why her sofa broke.
0:17:49 > 0:17:51And all this has got me thinking.
0:17:53 > 0:17:56Surely they both should have been sold items that suited their needs
0:17:56 > 0:17:59at the point of sale.
0:17:59 > 0:18:01Reminds me of junior school, this!
0:18:03 > 0:18:07'When we heard from Andy Foster at Trading Standards earlier,
0:18:07 > 0:18:08'he seemed to agree.
0:18:08 > 0:18:10'So I really need to speak to Harveys again
0:18:10 > 0:18:13'with all the expert findings I've gathered so far
0:18:13 > 0:18:17'and to discuss their recent offers and goodwill gestures.'
0:18:18 > 0:18:20I'm not happy unless it's the sort of compensation
0:18:20 > 0:18:21I think they're entitled to.
0:18:21 > 0:18:23And at this stage, it's not.
0:18:23 > 0:18:26So, expect a phone call.
0:18:26 > 0:18:31Let's see if I can get that offer up to something which Dommy likes.
0:18:35 > 0:18:37'Sadly, yet again,
0:18:37 > 0:18:40'I get the voicemail of their customer services manager.'
0:18:41 > 0:18:44Need to speak to you, Richard, to see if I can sort out
0:18:44 > 0:18:45a few of the outstanding issues
0:18:45 > 0:18:47with these clients that I emailed you about.
0:18:47 > 0:18:48I look forward to your call.
0:18:48 > 0:18:50If it's this afternoon, it'll be even better.
0:18:50 > 0:18:52Thanks, Richard. Bye.
0:18:53 > 0:18:54Rather annoying,
0:18:54 > 0:18:56because I had to leave a message.
0:18:56 > 0:18:59You can't blame him for that. If he's in meetings, he's in meetings.
0:18:59 > 0:19:01Now I've got to wait for them.
0:19:07 > 0:19:11'I'm taking on furniture giant Harveys on behalf of three customers
0:19:11 > 0:19:13'who have had major problems.
0:19:13 > 0:19:16'I've got Will and Sue Scott and their undelivered sofa.
0:19:16 > 0:19:19'Beth Woodley and her sinking suite,
0:19:19 > 0:19:23'and Tim Moxey with his ripped sofa and unstable recliner.
0:19:23 > 0:19:26'There has been email correspondence with Richard Powell,
0:19:26 > 0:19:29'the customer services director of Harveys.
0:19:29 > 0:19:31'But I can never get hold of him on the phone.'
0:19:31 > 0:19:33Voicemail.
0:19:33 > 0:19:34'What a surprise!
0:19:34 > 0:19:38'So I've found out the name of the Harveys MD, Stephen Campbell,
0:19:38 > 0:19:40'and I'm about to let Richard know
0:19:40 > 0:19:43'I'm prepared to escalate this complaint.'
0:19:43 > 0:19:44Richard, I need to sort things out
0:19:44 > 0:19:46re the problems that you're aware of.
0:19:46 > 0:19:49I'm having trouble getting through to you at the moment.
0:19:49 > 0:19:51If you can't get through to me,
0:19:51 > 0:19:53could you pass the message on to Stephen Campbell
0:19:53 > 0:19:55that I'd like to have a chat with him
0:19:55 > 0:19:57and see if he can call me back today, please, if possible.
0:19:57 > 0:20:01Look forward to hearing from you, Richard. Thanks. Bye-bye.
0:20:01 > 0:20:04That's the sort of message you can leave somebody
0:20:04 > 0:20:06which will make them respond.
0:20:06 > 0:20:08Because I've mentioned the Guvnor's name.
0:20:08 > 0:20:10He won't want the Guv'nor making a phone call.
0:20:10 > 0:20:12'And I was right.
0:20:12 > 0:20:15'Word of my attempt to contact the MD must have spread,
0:20:15 > 0:20:17'because I've just had some good news.
0:20:17 > 0:20:20'Harveys have repaired Tim Moxey's ripped sofa
0:20:20 > 0:20:24'and just four days later, he's made an agreement to keep the recliner
0:20:24 > 0:20:26'as long as they fix it adequately.
0:20:26 > 0:20:28'He's aware of the weight restrictions
0:20:28 > 0:20:31'but has told us he might slim down a bit.
0:20:31 > 0:20:35'Harveys are also giving Tim £250 as a goodwill gesture
0:20:35 > 0:20:36'for all the hassle.
0:20:36 > 0:20:39'There's also been good news for Will and Sue Scott
0:20:39 > 0:20:42'because they've been sent a refund cheque for £1,700
0:20:42 > 0:20:45'as well as a £300 goodwill gesture.
0:20:45 > 0:20:47'And that's not all.'
0:20:47 > 0:20:49Since Dom's been involved,
0:20:49 > 0:20:55we've got our three-piece suite that we've longed for for a long time.
0:20:55 > 0:20:57And I would just like to say,
0:20:57 > 0:21:00"Thanks, Dom. Thank you very much for all your help."
0:21:00 > 0:21:02Yes. It's all over with now.
0:21:02 > 0:21:04- Yes.- So, thanks a lot.
0:21:06 > 0:21:08'It's my pleasure.
0:21:08 > 0:21:10'And a cracking early result.
0:21:10 > 0:21:12'But in Beth's case, things aren't looking so good.
0:21:12 > 0:21:14'Harveys are sticking firm.
0:21:14 > 0:21:17'All they've offered so far is a monetary goodwill gesture
0:21:17 > 0:21:21'and to re-stuff her sofa, which she's not happy with.
0:21:21 > 0:21:24'But they have now made an additional gesture.'
0:21:25 > 0:21:27Harveys have said they want to send round
0:21:27 > 0:21:31yet another independent surveyor to look at Beth's sofa.
0:21:31 > 0:21:33And this will be the third one.
0:21:33 > 0:21:35Now, Beth has agreed to that.
0:21:35 > 0:21:40But she's said, "This will be your last one."
0:21:41 > 0:21:45'And after he's been, she's feeling positive.'
0:21:45 > 0:21:47Much better this time.
0:21:47 > 0:21:50Took the sofas apart, checked the insides, checked the stuffing.
0:21:50 > 0:21:52Took the backs off.
0:21:52 > 0:21:56So, very professional. He was here about 45 minutes, so much better.
0:21:56 > 0:22:01I've been waiting now for six months, maybe,
0:22:01 > 0:22:02for this to be resolved.
0:22:02 > 0:22:07I hope that they'll agree with the professional independent inspection
0:22:07 > 0:22:08that I had done
0:22:08 > 0:22:13and see that their sofa is faulty and give me my money back.
0:22:13 > 0:22:15'It seems it may not be that simple.
0:22:15 > 0:22:18'Six days after the inspection,
0:22:18 > 0:22:20'we get an email from Harveys stating that
0:22:20 > 0:22:21'although their technician
0:22:21 > 0:22:24'said one of the faults is a manufacturing fault,
0:22:24 > 0:22:26'this can be fixed by re-padding the sofa
0:22:26 > 0:22:30'and they have offered this plus a £350 goodwill gesture
0:22:30 > 0:22:33'as a full and final settlement
0:22:33 > 0:22:36'as the rest of the damage, they say, is wear and tear.
0:22:36 > 0:22:38'I just don't think that's good enough.
0:22:38 > 0:22:41'So it's time for me to get back on the blower.'
0:22:41 > 0:22:43Let me tell you where I am with Harveys.
0:22:43 > 0:22:46So far, every time I try to speak to them, I get through to a voicemail.
0:22:46 > 0:22:48And they respond via an email.
0:22:48 > 0:22:52For some reason, they don't want to speak to me man to man.
0:22:52 > 0:22:53I'm a bit fed up with that,
0:22:53 > 0:22:57so I'm going to see if I can get through to the CEO of the company.
0:22:57 > 0:23:00See if I can start really stirring things up.
0:23:01 > 0:23:05'After calling the main number for the Steinhoff Group who own Harveys,
0:23:05 > 0:23:08'I'm given the number of the PA to Stephen Campbell,
0:23:08 > 0:23:10'the MD of Harveys.
0:23:10 > 0:23:14'I'm about to give her an update on where we are with Beth's case.'
0:23:14 > 0:23:18She bought a brand-new settee and it's collapsed on one side.
0:23:18 > 0:23:21What happened is, Harveys went round
0:23:21 > 0:23:26and basically said it's due to her size that it's collapsed.
0:23:26 > 0:23:30Bear in mind she went in the shop at that weight and bought this settee.
0:23:31 > 0:23:33'I go on to explain what both
0:23:33 > 0:23:36'Harveys' and our own independent experts have found
0:23:36 > 0:23:39'and that we can't come to a mutual agreement with Harveys.'
0:23:39 > 0:23:42We're hoping that somebody looks at this report
0:23:42 > 0:23:46and realises it's a manufacturer's fault. She wants her money back.
0:23:46 > 0:23:48'I've done my best to get a refund for Beth,
0:23:48 > 0:23:50'but I'm running out of options.'
0:23:50 > 0:23:53Thank you. Goodbye.
0:23:53 > 0:23:56The clock's ticking. I'll just have to keep my fingers crossed.
0:23:56 > 0:23:59'I'm on my way to update Beth on the situation.
0:23:59 > 0:24:02'But before I go in, there's one last glimmer of hope.
0:24:02 > 0:24:05'I've had an email from Harveys telling me to make a phone call
0:24:05 > 0:24:07'that could be important.'
0:24:07 > 0:24:09With my phone call the other day,
0:24:09 > 0:24:12I felt like I was sticking a stick in a hornets' nest.
0:24:12 > 0:24:13Well, my thoughts were right.
0:24:13 > 0:24:16I've got an email saying would I ring the customer services director
0:24:16 > 0:24:18at 9.30 this morning.
0:24:18 > 0:24:20It's now 9.29.
0:24:20 > 0:24:22Let's see what he's got to say.
0:24:22 > 0:24:25It's going to go one of two ways now.
0:24:27 > 0:24:30Good morning. Is that Richard? Morning, Richard.
0:24:30 > 0:24:33It's Dominic Littlewood from Don't Get Done, Get Dom.
0:24:33 > 0:24:36How are we getting on, Richard? I'm hoping you've got some news.
0:24:36 > 0:24:40I'm popping round to see Beth in the next 30 minutes or so.
0:24:40 > 0:24:43So, where are we?
0:24:43 > 0:24:45'He doesn't want his voice used,
0:24:45 > 0:24:48'However, he is prepared to make her another offer.
0:24:48 > 0:24:49'He also says that
0:24:49 > 0:24:53'Harveys will be joining the Furniture Ombudsman Scheme,
0:24:53 > 0:24:55'so if any customer has a problem
0:24:55 > 0:24:57'n objective and impartial ruling can be made.'
0:24:57 > 0:24:59I think that's a good move and I think that's very nice.
0:24:59 > 0:25:02Thanks, Richard. Nice talking to you. Bye.
0:25:02 > 0:25:04'It's been a six-month battle for Beth,
0:25:04 > 0:25:06'but I'm pleased to say it's coming to an end.'
0:25:06 > 0:25:08Sometimes, some of the cases I take on
0:25:08 > 0:25:10literally go all the way to the wire.
0:25:10 > 0:25:13That last phone call to Harveys was only this morning.
0:25:13 > 0:25:15So, I'm here to give Beth the news.
0:25:22 > 0:25:24- Hiya, Beth.- Hello, Dom. - How you doing, sweetie?
0:25:24 > 0:25:26- How did you get on? - Let me in and I'll tell you!
0:25:26 > 0:25:28I won't tell you standing here! Crikey!
0:25:28 > 0:25:30You're impatient!
0:25:30 > 0:25:32Let me tell you where I've been.
0:25:32 > 0:25:36I've been attempting to speak to the director of customer services.
0:25:36 > 0:25:38I spoke to them this morning.
0:25:38 > 0:25:41I told them this is your last chance.
0:25:41 > 0:25:43I'm going to speak to Beth
0:25:43 > 0:25:47and tell her about what Harveys are prepared to do for her.
0:25:47 > 0:25:50What's happened is, they've sent me through a statement.
0:25:50 > 0:25:52So I'm going to read that to you.
0:25:52 > 0:25:55"We have carried out three separate independent inspections
0:25:55 > 0:25:56"of Mrs Woodley's suite.
0:25:56 > 0:26:00"And whilst some conditions differ from the independent inspection
0:26:00 > 0:26:02"that Mrs Woodley arranged,
0:26:02 > 0:26:05"we strongly believe that the findings of the inspections
0:26:05 > 0:26:08"requested by ourselves were correct
0:26:08 > 0:26:11"and that the actions we took were appropriate."
0:26:11 > 0:26:13I'm feeling really annoyed, actually.
0:26:13 > 0:26:15It just feels like they're brushing me off
0:26:15 > 0:26:17and knocking me sideways again.
0:26:17 > 0:26:19Give me two seconds. I'll be back in a bit.
0:26:19 > 0:26:21What do you think of those little beauties?
0:26:21 > 0:26:23They're from Harveys.
0:26:23 > 0:26:27Thank you very much, Harveys, but that's not a new sofa!
0:26:27 > 0:26:30No, it's not. Put those down,
0:26:30 > 0:26:33because I want to read you the final paragraph.
0:26:33 > 0:26:37It says, "However, when it comes to somebody's health
0:26:37 > 0:26:41"who is right and who is wrong does not really matter.
0:26:41 > 0:26:43"Mrs Woodley's long-term back problems
0:26:43 > 0:26:45"are of obvious concern to us.
0:26:45 > 0:26:50"We do not wish to make her situation any worse in any way.
0:26:50 > 0:26:51"We are happy to refund
0:26:51 > 0:26:55"the total cost of the purchase price to Mrs Woodley
0:26:55 > 0:26:59"as quickly as possible.
0:26:59 > 0:27:01"As a further gesture of goodwill,
0:27:01 > 0:27:04"we are willing to send Mrs Woodley an additional £100
0:27:04 > 0:27:09"and everyone at Harveys wishes her a speedy recovery."
0:27:09 > 0:27:10Thank you!
0:27:10 > 0:27:12Got your money back. How do you feel?
0:27:12 > 0:27:14Just really, really relieved.
0:27:14 > 0:27:18It's nice getting to that position now where you can start again with the slate clean.
0:27:18 > 0:27:23- I can get something that's more appropriate.- Is my job done? Can I go now?
0:27:23 > 0:27:25It is done. Thank you very much!
0:27:25 > 0:27:27- A hug for good behaviour?- You can.
0:27:27 > 0:27:29- Thanks ever so much. - Thank you ever so much!
0:27:29 > 0:27:31'Harvey's also said...'
0:27:49 > 0:27:52It's been a long time coming, really.
0:27:52 > 0:27:55I thought I wasn't going to get anywhere and I'd be stuck with this.
0:27:55 > 0:27:58So I am really, really grateful.
0:28:00 > 0:28:02It all worked out well in the end.
0:28:02 > 0:28:05Beth's happy. She's got all her money back and a bunch of flowers.
0:28:05 > 0:28:08I think Harveys have come good in the end as well.
0:28:08 > 0:28:10But there's a lesson there for all of us.
0:28:10 > 0:28:13If you feel you're right and you're not getting anywhere, don't give up!
0:28:13 > 0:28:15Just keep trying.
0:28:33 > 0:28:36Subtitles by Red Bee Media Ltd