0:00:02 > 0:00:04My name's Dominic Littlewood and I'm passionate
0:00:04 > 0:00:06about taking on your consumer battles.
0:00:06 > 0:00:11In fact, taking companies to task has become my goal in life.
0:00:11 > 0:00:14I'm going to go in with a phone call now and ask them for more.
0:00:14 > 0:00:18Big or small, no company is excused from my quest to ensure
0:00:18 > 0:00:21that you get what you're entitled to.
0:00:21 > 0:00:24I'm getting the impression you don't want to answer any questions now.
0:00:24 > 0:00:28- Whether it's getting your money back...- I'm getting really furious with the company.
0:00:28 > 0:00:31..or cutting through the red tape...
0:00:31 > 0:00:34There is no communication. You're just left,
0:00:34 > 0:00:36you know, dangling.
0:00:36 > 0:00:38..I'm on the case.
0:00:38 > 0:00:41On today's programme - sofas.
0:00:41 > 0:00:43Everyone's den of relaxation and comfort, right?
0:00:43 > 0:00:45Well, not for these three people
0:00:45 > 0:00:49who've all been left standing when their brand-new loungers aren't up to scratch.
0:00:49 > 0:00:51They just don't seem to want to refund.
0:00:51 > 0:00:54They just want to keep repairing, repairing, repairing.
0:00:54 > 0:00:57How our homes are at risk from mother nature...
0:00:57 > 0:01:01In extreme cases, subsidence can cause immense damage to the property.
0:01:01 > 0:01:05You can even have to have your property demolished and rebuilt.
0:01:05 > 0:01:09And do you really know what problems your computer warranty covers?
0:01:09 > 0:01:12I asked the young lady what actually happened to this
0:01:12 > 0:01:15and she said she hit it with a hammer.
0:01:15 > 0:01:19I'm taking on your consumer problems to make sure you don't get done.
0:01:22 > 0:01:24Ah!
0:01:24 > 0:01:28Isn't it lovely, crashing out on a sofa after a hard day at work?
0:01:28 > 0:01:31And considering it's the most comfortable seat in the house,
0:01:31 > 0:01:34it would make sense to splash out on a nice one.
0:01:34 > 0:01:35But what do you do
0:01:35 > 0:01:39if your three-piece suite leaves you sitting less than comfortable?
0:01:45 > 0:01:48Like house-proud Anisha Mohinudeen from Leicester.
0:01:48 > 0:01:51She had the stuffing knocked right out of her
0:01:51 > 0:01:54when her brand-new sofa was delivered.
0:01:54 > 0:01:57I could see that there were a few smudges and scuffs
0:01:57 > 0:01:59and there was a cut in them as well.
0:01:59 > 0:02:03Her brand-spanking-new leather sofa had marks and imperfections
0:02:03 > 0:02:05dotted all over it.
0:02:05 > 0:02:08Anisha had forked out nearly £3,000 for this
0:02:08 > 0:02:11and didn't expect it to arrive in any other condition
0:02:11 > 0:02:12than perfect.
0:02:12 > 0:02:16It was then that her battle with the retailer began.
0:02:16 > 0:02:20My heart was set on these sofas as soon as I'd seen them
0:02:20 > 0:02:22and I was thinking, "What do I do?
0:02:22 > 0:02:26"Do I order more sofas or do I have the money back?"
0:02:26 > 0:02:29A question Anisha never imagined she would have to ask,
0:02:29 > 0:02:32especially after spending weeks searching for the right
0:02:32 > 0:02:35type of sofa for her and her family.
0:02:35 > 0:02:37I'm particular in my sofas.
0:02:37 > 0:02:39I like to have them a certain way.
0:02:39 > 0:02:43- We found the ones that we wanted - or should I say- I- wanted -
0:02:43 > 0:02:44in Harveys,
0:02:44 > 0:02:48and they were comfortable, they looked lush.
0:02:48 > 0:02:51It was the Modena range. It's leather,
0:02:51 > 0:02:55and they had recliners and were exactly what we wanted.
0:02:55 > 0:02:57The sofas were set to be the finishing touch
0:02:57 > 0:03:01for her newly decorated lounge.
0:03:01 > 0:03:03It's important to have a comfortable home
0:03:03 > 0:03:07because we spend a lot of time at home with the extended family,
0:03:07 > 0:03:11watching television. We were excited to have the sofas in
0:03:11 > 0:03:14because that was going to make a big part of the decor.
0:03:14 > 0:03:18Anisha spotted the damage as soon as the sofa was placed in her home.
0:03:18 > 0:03:21I wasn't happy at all.
0:03:21 > 0:03:24I was really disappointed. I felt let down,
0:03:24 > 0:03:27because we'd waited 12 to 16 weeks for them to be delivered.
0:03:27 > 0:03:31And they weren't cheap.
0:03:31 > 0:03:34So I was really disappointed.
0:03:34 > 0:03:37And she got straight on the blower to Harveys.
0:03:37 > 0:03:41They apologised and they said they'd have to order more sofas.
0:03:41 > 0:03:45Unfortunately, though, I'd have to wait the 12 to 16 weeks again.
0:03:45 > 0:03:47I wasn't happy at all.
0:03:47 > 0:03:52But when the new sofas arrived, it was a case of deja vu.
0:03:52 > 0:03:55I noticed, after checking them over,
0:03:55 > 0:03:58that there was another cut in them.
0:03:58 > 0:04:03As well, there were a lot of scuffs on the sofa.
0:04:03 > 0:04:07The cut was around 1cm, 1.5cm,
0:04:07 > 0:04:12it wasn't big, but it was noticeable,
0:04:12 > 0:04:17and the smudges and the scuffs on them were in three separate places.
0:04:17 > 0:04:20I wasn't happy. I was really disappointed. At this stage,
0:04:20 > 0:04:21I was thinking,
0:04:21 > 0:04:25"Have I done the right thing by purchasing the sofas from Harveys?"
0:04:25 > 0:04:28It's now nearly a year since she ordered her sofa
0:04:28 > 0:04:30with a 12-month warranty,
0:04:30 > 0:04:32but Anisha is still not happy
0:04:32 > 0:04:36and she's awaiting another replacement section of the sofa.
0:04:36 > 0:04:38This will be the fifth delivery.
0:04:38 > 0:04:42There is a lot of loose leather.
0:04:42 > 0:04:46I find that it seems to be getting looser as the days are going on.
0:04:46 > 0:04:52I also find that there's a massive, huge gap between each section,
0:04:52 > 0:04:56and there is an alignment problem that's so noticeable
0:04:56 > 0:04:59as soon as you walk into the room,
0:04:59 > 0:05:01that a lot of people have commented on it,
0:05:01 > 0:05:04to say, "Are they supposed to be together?"
0:05:04 > 0:05:06I also find that when you sit on this sofa,
0:05:06 > 0:05:12and you extend it, it latches on to a hook and it makes a noise.
0:05:12 > 0:05:16I'm concerned it's going to damage something inside, in the sofa.
0:05:16 > 0:05:19It's been a whole year revolving around Harveys
0:05:19 > 0:05:22and we just want to live a happy life, as a family,
0:05:22 > 0:05:25and get resolvement, hopefully, through Dom.
0:05:25 > 0:05:28Colin Whyman has also written to me.
0:05:28 > 0:05:29His experience has been so bad
0:05:29 > 0:05:31that he's been left
0:05:31 > 0:05:35with a huge empty space in his living room where his dream sofa should be.
0:05:35 > 0:05:38They came and took the sofa away,
0:05:38 > 0:05:41left me with no armchair or nothing.
0:05:41 > 0:05:45I then had to go and purchase myself another chair
0:05:45 > 0:05:47just to sit on.
0:05:47 > 0:05:51Colin bought his three-seater sofa for £910 from DFS,
0:05:51 > 0:05:55one of the largest sofa retailers in the UK.
0:05:55 > 0:05:57However, it is no longer available,
0:05:57 > 0:06:01yet the style is almost exactly the same as this one here.
0:06:01 > 0:06:05The reason I went to DFS was the power of advertising on the TV.
0:06:05 > 0:06:08I went and had a look at the store
0:06:08 > 0:06:11and what was on offer, thought I'd bought myself a good deal.
0:06:11 > 0:06:13When the sofa was delivered,
0:06:13 > 0:06:14Colin was happy.
0:06:14 > 0:06:16Put it in the place
0:06:16 > 0:06:19and thought I'd made the right choice.
0:06:19 > 0:06:20Till the following morning.
0:06:20 > 0:06:22I'd used it at night and reclined it
0:06:22 > 0:06:25and when I put the recliner away,
0:06:25 > 0:06:28the foam in the recliner just rolled up on itself,
0:06:28 > 0:06:30so you were just sitting on lumps.
0:06:30 > 0:06:32Colin called DFS to complain,
0:06:32 > 0:06:35and they sent an engineer out.
0:06:35 > 0:06:38I was expecting them to come in and replace it.
0:06:38 > 0:06:40I nearly had an heart attack when I saw him
0:06:40 > 0:06:42undoing the material at the back.
0:06:42 > 0:06:44I asked him, "What are you doing?"
0:06:44 > 0:06:47He said, "We have to undo the material and repair it."
0:06:47 > 0:06:50But the next day, the sofa broke again.
0:06:50 > 0:06:53DFS fixed it but it broke YET AGAIN.
0:06:53 > 0:06:55Colin had had enough.
0:06:55 > 0:06:59When I rang them, I said I wanted my money back.
0:06:59 > 0:07:02I wrote to them and asked for my money back.
0:07:02 > 0:07:05They pleaded with me to give them one more try to repair it
0:07:05 > 0:07:08and I allowed them to repair it once more.
0:07:08 > 0:07:13They guaranteed they'd replace my money if it wasn't right this time.
0:07:13 > 0:07:17Whilst Colin's sofa was taken away to be fixed,
0:07:17 > 0:07:19they did give him a replacement.
0:07:19 > 0:07:23They just left a two-seater leather sofa,
0:07:23 > 0:07:26which was about as uncomfortable as I don't know what,
0:07:26 > 0:07:28and they laughed as they took it off the lorry
0:07:28 > 0:07:31and said, "We've got to leave you this, I'm afraid."
0:07:31 > 0:07:33But it was no laughing matter for Colin,
0:07:33 > 0:07:36who had to use this replacement sofa for the next ten weeks
0:07:36 > 0:07:38until his one was repaired.
0:07:38 > 0:07:41On the third time the sofa came back,
0:07:41 > 0:07:44they brought it in, fixed it up and they were gone like a shot.
0:07:44 > 0:07:47Then when I examined it properly,
0:07:47 > 0:07:50they hadn't touched the left-hand side where it had gone
0:07:50 > 0:07:53and I contacted them straightaway
0:07:53 > 0:07:57and said, "You haven't even repaired the left-hand side."
0:07:57 > 0:08:00Colin decided he now wanted the sofa to be taken away
0:08:00 > 0:08:02and his £910 refunded,
0:08:02 > 0:08:05as Colin said DFS had promised him.
0:08:05 > 0:08:08I phoned them and asked them...
0:08:08 > 0:08:11that the sofa had broken again
0:08:11 > 0:08:14and I required my money back,
0:08:14 > 0:08:17which they said they didn't do.
0:08:17 > 0:08:20I'd have to come and choose something different. I felt gutted.
0:08:20 > 0:08:23Colin believed that DFS had gone back on their word
0:08:23 > 0:08:26with the refund, but he desperately needed a sofa
0:08:26 > 0:08:29so agreed to choose an alternative one.
0:08:29 > 0:08:32I had to go to the Cambridge store to choose another sofa.
0:08:32 > 0:08:35There wasn't a great deal in there that took my interest.
0:08:35 > 0:08:38I did find one, and picked that.
0:08:38 > 0:08:41However, this sofa was £163 more expensive
0:08:41 > 0:08:45than his last, and Colin had to pay the difference.
0:08:45 > 0:08:47And then, as soon as he had put in the order,
0:08:47 > 0:08:49they took his old sofa away.
0:08:49 > 0:08:53They left me with nothing...and no replacement.
0:08:53 > 0:08:56I said, "Do I get anything else to sit on?" They said, "No,
0:08:56 > 0:08:59"because you're now treated as a new customer."
0:08:59 > 0:09:01Colin has complained to DFS about his treatment
0:09:01 > 0:09:04but feels it's fallen on deaf ears.
0:09:04 > 0:09:09Nicola from Loughborough is also having a tough time.
0:09:09 > 0:09:13She bought a corner sofa from ScS in January 2012,
0:09:13 > 0:09:18and from the beginning, it wasn't a great experience.
0:09:18 > 0:09:21It took double the amount of time to arrive than she was quoted,
0:09:21 > 0:09:23and three months after it did finally arrive,
0:09:23 > 0:09:27she started noticing problems. The seats were sinking in the sides
0:09:27 > 0:09:29and the chair was squeaky.
0:09:29 > 0:09:31Various engineers have been out -
0:09:31 > 0:09:34in total eight times - to try and fix the problems.
0:09:34 > 0:09:37Two years on, her sofa still squeaks
0:09:37 > 0:09:40and the cushions are still sinking.
0:09:40 > 0:09:43ScS has given Nicola £100 compensation
0:09:43 > 0:09:45for the late delivery,
0:09:45 > 0:09:48however, they are not taking any further action.
0:09:48 > 0:09:52It's now time for me to step in and try and help these families
0:09:52 > 0:09:54take a more comfortable seat on their settees.
0:09:54 > 0:09:58First things first - I turn to the internet to do some research
0:09:58 > 0:10:01on these three companies because, believe me,
0:10:01 > 0:10:05they play a significant part in this £9.5 billion industry.
0:10:05 > 0:10:08Pff! I wish I had £9.5 billion.
0:10:08 > 0:10:11DFS, or Direct Furnishing Supplies,
0:10:11 > 0:10:16has been designing and manufacturing sofas for over 40 years.
0:10:16 > 0:10:19ScS, or Sofas and Carpets Specialists,
0:10:19 > 0:10:21has been around for over 100 years
0:10:21 > 0:10:24and, as you may have guessed, not only specialise in sofas
0:10:24 > 0:10:26but carpets as well.
0:10:26 > 0:10:29And then there's the UK's largest furniture specialist -
0:10:29 > 0:10:33Harveys, a British company founded just 48 years ago,
0:10:33 > 0:10:36and now has over 150 stores throughout the country.
0:10:36 > 0:10:41They may be big, but that doesn't put me or my team off.
0:10:41 > 0:10:43We have sent all three companies an e-mail
0:10:43 > 0:10:45outlining the relevant cases
0:10:45 > 0:10:48and to let them know I'm on the case.
0:10:48 > 0:10:51As my investigation digs deeper,
0:10:51 > 0:10:54it throws up some rather interesting revelations.
0:10:54 > 0:10:58He said, "You do realise you're not supposed to sit on it every day?"
0:10:58 > 0:10:59I thought then, "What have I bought?
0:10:59 > 0:11:02"How can you not sit on a sofa every day?"
0:11:07 > 0:11:10Sometimes, products we buy, they go wrong.
0:11:10 > 0:11:12That's just a way of life.
0:11:12 > 0:11:14Now, it's one thing when it's something small and replaceable,
0:11:14 > 0:11:17like a mobile phone. Different kettle of fish, though,
0:11:17 > 0:11:19when it's something like your house.
0:11:19 > 0:11:22They're the problems dealt with on a daily basis
0:11:22 > 0:11:26by the UK Environmental Law Association,
0:11:26 > 0:11:28or UKELA for short.
0:11:28 > 0:11:32If you are suddenly hit by a raft of unexpected issues in your home,
0:11:32 > 0:11:34these are the guys you want on your side.
0:11:34 > 0:11:36Environmental risk is really
0:11:36 > 0:11:40something that is going to hit you unexpectedly.
0:11:40 > 0:11:43These are risks which are often hidden from sight.
0:11:43 > 0:11:47They come up and cause problems in terms of cost for you, unexpectedly,
0:11:47 > 0:11:50or inconvenience, unexpectedly.
0:11:50 > 0:11:53So it's something that you just don't know about.
0:11:53 > 0:11:55So, what are we talking?
0:11:55 > 0:11:59A little bit of damp? A few cracks here and there?
0:11:59 > 0:12:03Contaminated land and flooding and subsidence are all big issues.
0:12:03 > 0:12:06Contaminated land can be very expensive to put right.
0:12:06 > 0:12:09Sometimes, it can involve demolishing buildings.
0:12:09 > 0:12:12Flooding can be extremely serious to deal with,
0:12:12 > 0:12:15and it can have a devastating effect on your house as well,
0:12:15 > 0:12:18as can subsidence and heave problems from mining,
0:12:18 > 0:12:20and problems like that.
0:12:20 > 0:12:22Yikes! That's a nasty old list.
0:12:22 > 0:12:26But let's look at the problems one by one.
0:12:26 > 0:12:29I bet a lot of people quite like the idea of having a small river
0:12:29 > 0:12:31flowing through the back of their garden.
0:12:31 > 0:12:34But as we're all aware, living near water can cause problems.
0:12:34 > 0:12:37Now, I've had an e-mail from a guy here
0:12:37 > 0:12:39who's found himself having to shell out a fortune
0:12:39 > 0:12:42when a river bank collapsed, water backed up
0:12:42 > 0:12:44and flooded his neighbours' gardens,
0:12:44 > 0:12:46and he had to pay for the repair.
0:12:46 > 0:12:48Unfortunately, it seems that is the law,
0:12:48 > 0:12:52the nattily named riparian water rights nonetheless.
0:12:52 > 0:12:56Riparian rights refer to natural water courses,
0:12:56 > 0:12:58rivers and streams,
0:12:58 > 0:13:02and they mean that the owners of land on either side of the river or stream
0:13:02 > 0:13:05are responsible for maintaining the bank
0:13:05 > 0:13:07and the integrity of the river and stream.
0:13:07 > 0:13:11OK. What about when the water source is not on your property
0:13:11 > 0:13:13but running close by?
0:13:13 > 0:13:17A lot of housing in the UK was built on flood plains,
0:13:17 > 0:13:20and it's only now that we're realising that this was
0:13:20 > 0:13:21actually a very bad idea.
0:13:21 > 0:13:24Extremely bad damage can be caused by flooding.
0:13:24 > 0:13:27It really is a very unpleasant thing for you to have happen to you.
0:13:27 > 0:13:31Floodwaters pick up discharge from drains and sewers,
0:13:31 > 0:13:34muck off the roads, everything,
0:13:34 > 0:13:36and they transport it into your house,
0:13:36 > 0:13:39so it really is extremely unpleasant to have to deal with it.
0:13:39 > 0:13:42But there are checks you can do.
0:13:42 > 0:13:45You can actually do a search of the Environment Agency
0:13:45 > 0:13:48flood risk database
0:13:48 > 0:13:54to identify whether your house is in a flood-prone area.
0:13:54 > 0:13:56That'll give you some indication.
0:13:56 > 0:14:00When we buy, say, some furniture or a television,
0:14:00 > 0:14:03we're protected by some consumer laws,
0:14:03 > 0:14:05but with houses, things are a little different.
0:14:05 > 0:14:08UK law doesn't protect you as a home-buyer.
0:14:08 > 0:14:12There's a basic principle of UK law, which is the buyer beware,
0:14:12 > 0:14:16so basically, you have to find out all that you can about your house
0:14:16 > 0:14:19before you buy it, and once you've bought it,
0:14:19 > 0:14:21any problems that arise are generally down to you.
0:14:21 > 0:14:23But the principle is, basically,
0:14:23 > 0:14:26try to avoid those problems coming up in the first place.
0:14:26 > 0:14:29Right, so, try and avoid unexpected problems
0:14:29 > 0:14:31coming up in the first place.
0:14:31 > 0:14:34The clue is in the word "unexpected", though, isn't it?
0:14:34 > 0:14:36How can we predict them?
0:14:36 > 0:14:39When you're buying a property, your solicitor should ask questions
0:14:39 > 0:14:43of the seller and he should include questions about environmental risk.
0:14:43 > 0:14:48Questions around contamination, flooding issues, subsidence
0:14:48 > 0:14:51and heave, around Japanese knotweed.
0:14:51 > 0:14:54Japanese knotweed, trust me, it's nasty.
0:14:54 > 0:14:57Japanese knotweed causes really serious structural damage to
0:14:57 > 0:15:04properties with the roots going through floor slabs and walls.
0:15:04 > 0:15:08It's a very innocuous-looking plant. Only an expert can really spot it.
0:15:08 > 0:15:12You have to remove every single piece of Japanese knotweed
0:15:12 > 0:15:17because it grows from even the tiniest bit left in the ground.
0:15:17 > 0:15:18So, that's very important,
0:15:18 > 0:15:22and having removed every single piece of it, you spray the affected area
0:15:22 > 0:15:27with weedkiller over several seasons and that will usually eradicate it.
0:15:29 > 0:15:32But there is a more hidden danger beneath our homes.
0:15:32 > 0:15:35I get a lot of you e-mailing about problems with subsidence.
0:15:36 > 0:15:40Subsidenced properties is common in certain areas of the country,
0:15:40 > 0:15:45typically those where there's been a lot of mining activity in the past.
0:15:45 > 0:15:49Subsidence is typically identified by cracking in walls,
0:15:49 > 0:15:52poorly fitting doors and windows.
0:15:52 > 0:15:56In extreme cases, subsidence can cause immense damage to the property.
0:15:56 > 0:16:00You can even have to have your property demolished and rebuilt.
0:16:00 > 0:16:03I have had an e-mail from a lady called Edna about her problem
0:16:03 > 0:16:06with subsidence.
0:16:06 > 0:16:07Edna got in touch with me
0:16:07 > 0:16:11because she was worried about the cracks appearing in her house.
0:16:11 > 0:16:13Understandably, she thought it was subsidence
0:16:13 > 0:16:16but her insurance company said it wasn't.
0:16:16 > 0:16:19They said it was down to the expansion of the materials
0:16:19 > 0:16:21her house was built on.
0:16:21 > 0:16:24Unbeknown to Edna, her house was built on a former salt
0:16:24 > 0:16:28mine which meant she wasn't covered by her insurance.
0:16:28 > 0:16:29Ouch!
0:16:29 > 0:16:32Salt mine stabilisation is a really significant
0:16:32 > 0:16:35issue in the Cheshire area and this is a typical one.
0:16:35 > 0:16:39There is help available for people like Edna.
0:16:39 > 0:16:42The first thing I would say is that it's important to tackle
0:16:42 > 0:16:44the insurers on this.
0:16:44 > 0:16:49The Coal Authority, there's also the Cheshire Brine Compensation Board,
0:16:49 > 0:16:53both of whom have compensation schemes for people affected by subsidence.
0:16:53 > 0:16:57Hm, sounds like there's a lot of hidden issues out there.
0:16:57 > 0:17:02Environmental issues are in the media constantly yet consumer
0:17:02 > 0:17:06knowledge is still very limited and you can be exposed to risk
0:17:06 > 0:17:08if you don't deal with the issues that arise.
0:17:08 > 0:17:11So, you really need to improve your knowledge
0:17:11 > 0:17:13so you can protect yourself adequately.
0:17:13 > 0:17:15Right, do your research
0:17:15 > 0:17:19and make sure you ask the right questions when you buy your house.
0:17:19 > 0:17:21So, is that the problem sorted?
0:17:21 > 0:17:24The seller will only answer those to the extent
0:17:24 > 0:17:27they actually have knowledge, so if they don't know about a risk,
0:17:27 > 0:17:30you won't know about it either through that route.
0:17:30 > 0:17:33Right, back to square one. What else can you do?
0:17:33 > 0:17:38You can commission a report to identify typical environmental
0:17:38 > 0:17:40risks you will face as a home-buyer.
0:17:40 > 0:17:44There are a number of commercial reports available on the market
0:17:44 > 0:17:48and the cost is modest, typically under £200.
0:17:48 > 0:17:50They are well worth doing.
0:17:50 > 0:17:54OK, there you have it - ask questions, do your research
0:17:54 > 0:17:57and get a report and hopefully you won't be hit by any house horrors.
0:18:03 > 0:18:05I've had three people get in touch with me
0:18:05 > 0:18:08who have all had the same complaint.
0:18:08 > 0:18:11They've ordered their dream sofas only for them to arrive
0:18:11 > 0:18:12and they are faulty.
0:18:12 > 0:18:16It's been like getting blood out of a stone getting the companies
0:18:16 > 0:18:17to put it right once and for all.
0:18:17 > 0:18:20If you've got a suite that falls apart, you don't
0:18:20 > 0:18:24have to wait a fortnight for someone to repair it. It was a day old.
0:18:24 > 0:18:28After contacting all three companies, DFS, Harveys
0:18:28 > 0:18:32and ScS, I've had an e-mail back from DFS asking me
0:18:32 > 0:18:35to give the press office a call about Colin's case.
0:18:36 > 0:18:39We've sent some paperwork over to DFS
0:18:39 > 0:18:42and their PR company want to speak to me.
0:18:42 > 0:18:44I'm hoping to talk to Liam Bell,
0:18:44 > 0:18:47the associate director of their PR company.
0:18:47 > 0:18:48Hi, is Liam Bell there, please?
0:18:48 > 0:18:52The receptionist says she will put me through.
0:18:52 > 0:18:55Liam answers but he doesn't want us to broadcast his voice.
0:18:55 > 0:19:00Fair enough, Liam. Liam, it's Dom at the BBC.
0:19:00 > 0:19:01He goes on to explain to me
0:19:01 > 0:19:04that after reading all of the documentation we've sent him
0:19:04 > 0:19:08regarding Colin's sofa, the best way to resolve this issue is
0:19:08 > 0:19:12to deal directly with the customer service manager at DFS.
0:19:12 > 0:19:15Liam, I don't mind who I speak to, I just want to resolve it
0:19:15 > 0:19:17whether that's you or customer service, I don't know.
0:19:17 > 0:19:20Give us his number and I will give him a try in case he's still there.
0:19:23 > 0:19:30Thanks, Liam. Bye. Fantastic! We've got the ball rolling for Colin.
0:19:30 > 0:19:34And it appears we are on a roll as I received an e-mail from ScS.
0:19:34 > 0:19:37But I can't get too excited as they are just arranging another
0:19:37 > 0:19:41appointment for another engineer to take a look at Nicola's
0:19:41 > 0:19:42squeaky sofa.
0:19:42 > 0:19:45My team quickly respond to ScS to remind them
0:19:45 > 0:19:49that two of the engineers who went out to Nicola were from FIRA,
0:19:49 > 0:19:52the Furniture Industry Research Association who,
0:19:52 > 0:19:57in their report, state a manufacturing issue with her sofa.
0:19:57 > 0:20:00Nicola sent a copy of the report to The Furniture Ombudsman who
0:20:00 > 0:20:04has also said the sofa has a manufacturing fault and we would
0:20:04 > 0:20:09question the amount of callouts ScS think is acceptable to fix her sofa.
0:20:10 > 0:20:14OK, let's put this into perspective and look at all three cases
0:20:14 > 0:20:16and count up exactly how many visits
0:20:16 > 0:20:20and revisits each of them had from their respective retailers.
0:20:21 > 0:20:25Right, let's start with Nicola.
0:20:25 > 0:20:28So far, she's had eight visits from ScS
0:20:28 > 0:20:31and she is about to have a ninth.
0:20:31 > 0:20:35Anisha hasn't had one, not two, not three, not four...
0:20:35 > 0:20:39I sound like a market trader, but she's had five visits from Harveys.
0:20:39 > 0:20:41And finally, Colin.
0:20:41 > 0:20:45So far, he's had two visits, one to pick it up and redeliver it,
0:20:45 > 0:20:48the second to pick it up yet again.
0:20:48 > 0:20:52It's enough to knock the stuffing out of anyone.
0:20:52 > 0:20:54So how many visits or attempts to repair the item is
0:20:54 > 0:20:57seen as reasonable before you can start
0:20:57 > 0:21:01knocking at the retailer's door asking for an alternative solution?
0:21:01 > 0:21:03I'm off to find out from The Furniture Ombudsman.
0:21:03 > 0:21:08John, here's your chance to put The Furniture Ombudsman on the map. Who are you and what do you do?
0:21:08 > 0:21:11The Furniture Ombudsman are concerned with raising industry standards,
0:21:11 > 0:21:14inspiring consumer confidence, and most importantly the role of
0:21:14 > 0:21:17any ombudsman is to resolve disputes between consumers and retailers.
0:21:17 > 0:21:21How many times is a manufacturer going to be able to come out
0:21:21 > 0:21:25and try and repair a sofa that is considered reasonable?
0:21:25 > 0:21:28The obligation would sit with the retailer
0:21:28 > 0:21:32and the law would say a reasonable number of times without specifying.
0:21:32 > 0:21:34But isn't the law about to change?
0:21:34 > 0:21:36Soon they will have a limited amount of opportunities,
0:21:36 > 0:21:40potentially only one opportunity, to repair before they have to
0:21:40 > 0:21:42look at other offers to the consumer.
0:21:42 > 0:21:44I think it's quite fair, ideally it should be right
0:21:44 > 0:21:48when you get it, if it's not, one chance, you miss your chance,
0:21:48 > 0:21:50your problem, give me the money back or another one.
0:21:50 > 0:21:52And what the law is going to do is set a baseline
0:21:52 > 0:21:55so if that's not suitable for the consumer,
0:21:55 > 0:21:58repair or replacement, the law will allow for the negotiation,
0:21:58 > 0:22:01set a baseline by which the consumer can ask for their money back
0:22:01 > 0:22:03after one attempt.
0:22:03 > 0:22:07I'm trying to help a lady who's got a settee corner unit.
0:22:07 > 0:22:10She has had various bits changed five times now.
0:22:12 > 0:22:14What she's got initially looks OK
0:22:14 > 0:22:17but when you start looking close, you find the seams don't line up,
0:22:17 > 0:22:21some have more infill than others and they look puffy.
0:22:21 > 0:22:24It doesn't look like a sofa that's been ordered
0:22:24 > 0:22:26and delivered at the same time.
0:22:26 > 0:22:27Where does she stand?
0:22:27 > 0:22:30Well, the law says that any repairs should be fit and lasting
0:22:30 > 0:22:32and if there's issues with the repairs, then potentially,
0:22:32 > 0:22:34she's entitled to an alternative remedy.
0:22:34 > 0:22:36The law would also say that
0:22:36 > 0:22:39where the goods are of a satisfactory quality, appearance comes under that,
0:22:39 > 0:22:42so it should look as you would expect it to look.
0:22:42 > 0:22:45If there's been attempts to repair and those have been unsatisfactory,
0:22:45 > 0:22:48certainly, the law would say she might be able to look at repairs,
0:22:48 > 0:22:50partial refunds, allowances to keep
0:22:50 > 0:22:52if it's only an aesthetic issue. Those kind of solutions.
0:22:52 > 0:22:57That was an interesting chat and it's made me more determined
0:22:57 > 0:22:59to get all three cases resolved.
0:23:00 > 0:23:02Nicola has been in touch with the team,
0:23:02 > 0:23:06letting us know an engineer from ScS came out to look at the issues
0:23:06 > 0:23:09surrounding her sofa and has made a report.
0:23:09 > 0:23:12We've heard nothing back from ScS about this so far.
0:23:12 > 0:23:15As for Colin's case with DFS,
0:23:15 > 0:23:17e-mails have been going back and forth
0:23:17 > 0:23:20with regards to when his new sofa will be delivered
0:23:20 > 0:23:26and whether he will get a refund of the £163 extra he had to pay out.
0:23:26 > 0:23:28Finally, they've laid out an offer for him
0:23:28 > 0:23:30and Colin is now considering this.
0:23:30 > 0:23:34However, there is one element of his case that fascinates me.
0:23:34 > 0:23:37According to one of the engineers that came out to fix the sofa,
0:23:37 > 0:23:40it was Colin's fault it kept breaking!
0:23:40 > 0:23:44Perhaps it was meant as a joke, but Colin didn't see the funny side.
0:23:44 > 0:23:48He said, "You do realise you're not supposed to sit on it every day?"
0:23:48 > 0:23:51I said, "What?" He said, "You're not supposed to sit on the sofa every day.
0:23:51 > 0:23:55"That's what causes it." And I thought then, "What have I bought?"
0:23:55 > 0:23:58How can you not sit on a sofa every day, that you've bought?
0:23:58 > 0:24:00I'm hoping it was said in jest,
0:24:00 > 0:24:03as most sofas go through vigorous testing
0:24:03 > 0:24:05to make sure they're built to last.
0:24:05 > 0:24:07Philip Reynolds,
0:24:07 > 0:24:09the Chief Operating Officer at
0:24:09 > 0:24:12the Furniture Industry Research Association,
0:24:12 > 0:24:14will explain more, as he knows his chaise longue
0:24:14 > 0:24:16from his leather recliners.
0:24:16 > 0:24:19We test all types of furniture here, whether it's for the office
0:24:19 > 0:24:23or for hotels, hospitals, or the consumer's home.
0:24:23 > 0:24:27The biggest issue that we see with upholstered sofas
0:24:27 > 0:24:33is really around the cushions. If a client has a cushion
0:24:33 > 0:24:36that's filled with fibre, there will generally be a lot of settlement,
0:24:36 > 0:24:39and we see a lot of complaints coming in from consumers
0:24:39 > 0:24:41about that settlement.
0:24:41 > 0:24:44It's a fairly easy thing to stop,
0:24:44 > 0:24:46but it just means that the consumer
0:24:46 > 0:24:48has to constantly plump the cushions every day.
0:24:48 > 0:24:52OK, but how are sofas tested for durability?
0:24:52 > 0:24:56When we test sofas, we're using test loads
0:24:56 > 0:25:00that simulates a 110-kilo person, which is about 16 stone.
0:25:00 > 0:25:03And with a sofa, we will test for a number of positions
0:25:03 > 0:25:06on the sofa, to simulate what happens with people
0:25:06 > 0:25:08sitting at different points on the sofa.
0:25:08 > 0:25:11We're looking at the full performance of the sofa frame,
0:25:11 > 0:25:17so we start with a stability test, to check that the chair won't tip over.
0:25:17 > 0:25:20We check for things like sharp edges and squeeze points,
0:25:20 > 0:25:24particularly important with recliner chairs.
0:25:24 > 0:25:28And then we go and do strength and durability tests on sofas.
0:25:28 > 0:25:32This particular sofa, we're applying a weight
0:25:32 > 0:25:35to the seat and the back, and we will do that
0:25:35 > 0:25:38for 25,000 times, to simulate somebody
0:25:38 > 0:25:42sitting in that chair 25,000 times.
0:25:42 > 0:25:46Right, so a sofa should withstand sitting on every day.
0:25:49 > 0:25:52Back on the case, I've received an e-mail from Harveys
0:25:52 > 0:25:56to confirm they are looking into Anisha's case, which is great.
0:25:56 > 0:25:59So if Anisha does eventually get a new sofa,
0:25:59 > 0:26:02it will be almost a year after she bought it,
0:26:02 > 0:26:04and she only has a 12-month warranty.
0:26:04 > 0:26:07So what happens now if her sofa develops
0:26:07 > 0:26:09another fault? I know just the fella
0:26:09 > 0:26:12who can furnish us with the answers.
0:26:12 > 0:26:14If you have a product repaired or replaced
0:26:14 > 0:26:17during the warranty period that you have,
0:26:17 > 0:26:19it doesn't necessarily mean that
0:26:19 > 0:26:21that warranty will be continued or refreshed.
0:26:21 > 0:26:23So say if you bought something in 2013
0:26:23 > 0:26:26and the warranty ended in 2015, that's when it would end.
0:26:26 > 0:26:28It wouldn't continue after you've had that product
0:26:28 > 0:26:30repaired or replaced. Otherwise,
0:26:30 > 0:26:32you'd just have an ongoing warranty that never ends
0:26:32 > 0:26:34and they'd never be able to sell them again.
0:26:34 > 0:26:37So it's just the standard term in the warranty.
0:26:38 > 0:26:40Not good news for Anisha, then.
0:26:40 > 0:26:43I'd better get a move on and get this case solved quickly!
0:26:45 > 0:26:49Anisha has been in touch and she's got some good news.
0:26:49 > 0:26:53The final piece of her settee has been delivered. Hooray!
0:26:53 > 0:26:56But unfortunately, she's also got some bad news.
0:26:56 > 0:26:59She claims the delivery men have scratched her newly-laid floor,
0:26:59 > 0:27:01and she's sent me in a picture.
0:27:05 > 0:27:06Not good.
0:27:06 > 0:27:09OK, I'm about to ring Harveys
0:27:09 > 0:27:12because I want to find out what's happening with poor old Anisha.
0:27:12 > 0:27:16Now, I've been given a name and a number of somebody to speak to.
0:27:16 > 0:27:20I want to talk to the Head of Retail Operations at Harveys.
0:27:20 > 0:27:23PHONE RINGS OUT
0:27:23 > 0:27:26Come on, Harveys, pick your phone up!
0:27:28 > 0:27:30It's Dominic Littlewood, from the BBC.
0:27:31 > 0:27:33Thank you.
0:27:33 > 0:27:36'The receptionist tells me he's not available at the moment,
0:27:36 > 0:27:40'but if I give her my number, he will call me back straightaway.'
0:27:40 > 0:27:43Huh! Er, yeah... What's his direct-dial number?
0:27:43 > 0:27:46I'll call him, shall I?
0:27:46 > 0:27:48'She says she can't give me his direct number,
0:27:48 > 0:27:52'but if I give her mine, he will phone as soon as he can. Hmm.'
0:27:58 > 0:28:00Desktops, laptops, tablets,
0:28:00 > 0:28:02mobile phones, games consoles,
0:28:02 > 0:28:03the list goes on and on.
0:28:03 > 0:28:06We all have a huge amount of electrical items
0:28:06 > 0:28:09in our homes at the moment and, if my inbox is anything to go by,
0:28:09 > 0:28:12when they go wrong, they will bring you as much pain
0:28:12 > 0:28:15as they will pleasure. Especially if you're the one
0:28:15 > 0:28:16that ends up footing the bill,
0:28:16 > 0:28:18even though you don't think you should be.
0:28:18 > 0:28:21It's a battle between customers and retailers
0:28:21 > 0:28:25that has been going on since we first invented the telly.
0:28:25 > 0:28:26The main complaints I get
0:28:26 > 0:28:29are about being charged for repairs to your gadget,
0:28:29 > 0:28:31even though you thought it was covered
0:28:31 > 0:28:34by the manufacturer's warranty.
0:28:34 > 0:28:37We have examples every day where a product is booked in
0:28:37 > 0:28:40as a warranty repair and it turns out not to be.
0:28:40 > 0:28:42So part of our job is to educate the customer,
0:28:42 > 0:28:45bring their expectations into line with their terms and conditions.
0:28:46 > 0:28:50Amir's company inspects and repairs manufacturers' products
0:28:50 > 0:28:51while under warranty.
0:28:53 > 0:28:56All manufacturing issues within the warranty period
0:28:56 > 0:29:00for the manufacturer will be covered free of charge under warranty.
0:29:00 > 0:29:04But if you have helped that process along by dropping your laptop,
0:29:04 > 0:29:05by breaking the screen,
0:29:05 > 0:29:10then you will normally find that the warranty is null and void.
0:29:10 > 0:29:13And one of the team's main jobs is to investigate
0:29:13 > 0:29:17whether a repair should or should not be covered by the warranty.
0:29:17 > 0:29:22It's about manufacturing defects versus accidental damage.
0:29:22 > 0:29:24If a product comes into us -
0:29:24 > 0:29:27and most of our products that we receive here are in-warranty repairs,
0:29:27 > 0:29:30booked in in good faith - and it's going to be a warranty repair,
0:29:30 > 0:29:33but if my engineers then open the product
0:29:33 > 0:29:35and find half a glass of orange juice inside,
0:29:35 > 0:29:38then that automatically becomes an out-of-warranty repair.
0:29:38 > 0:29:41And from Amir's experience, orange juice can be
0:29:41 > 0:29:44the lesser of the evils when it comes to assessing damage.
0:29:44 > 0:29:48You name it, we've seen it inside a laptop.
0:29:48 > 0:29:52Everything from a laptop completely clogged up with cat hairs,
0:29:52 > 0:29:56erm, all the way through to curry contamination, and orange juice.
0:29:56 > 0:29:59You name it, we've seen it. We don't have cats here
0:29:59 > 0:30:02and we don't eat curry near the laptops!
0:30:02 > 0:30:08So basically, our job is to take evidence, photograph it,
0:30:08 > 0:30:10send it to the customer and prove to them that,
0:30:10 > 0:30:12this is what we found inside your machine,
0:30:12 > 0:30:15and it's entirely consistent with the fault that you've reported.
0:30:15 > 0:30:18This then means the damage is not covered by your warranty,
0:30:18 > 0:30:21but laptops aren't the main offenders.
0:30:21 > 0:30:25As we are starting to live our lives on mobile phones, for example,
0:30:25 > 0:30:27they're in our pockets, they're everywhere,
0:30:27 > 0:30:32people are taking them into the bathrooms, the showers, you name it,
0:30:32 > 0:30:35they live with us, people are constantly on their mobile phones.
0:30:35 > 0:30:37Now, that exposes the phone
0:30:37 > 0:30:39to more than what the product is designed for,
0:30:39 > 0:30:42so what we're finding now is liquid damage is probably
0:30:42 > 0:30:47the most common non-warranty issue we're finding with mobile phones.
0:30:47 > 0:30:52Whether it's eating a curry whilst blogging or texting in the bath,
0:30:52 > 0:30:54all of these examples are accidental damage
0:30:54 > 0:30:57and it's very interesting to see some of these examples
0:30:57 > 0:31:01of what people try and pass off as a manufacturing fault.
0:31:02 > 0:31:05All of these products I'm going to show you were sent in
0:31:05 > 0:31:07for a free-of-charge warranty repair.
0:31:07 > 0:31:10Um, this product was reported that it wasn't switching on.
0:31:10 > 0:31:13We've opened it up and, as you can clearly see,
0:31:13 > 0:31:16there's heavy liquid contamination all throughout the laptop.
0:31:16 > 0:31:18And it's historic contamination,
0:31:18 > 0:31:21so the contacts have completely corroded through.
0:31:21 > 0:31:24The next one here is, "My screen wasn't working"
0:31:24 > 0:31:26was reported to us. We switched the unit on
0:31:26 > 0:31:29and there's a huge crack across the middle of the screen.
0:31:29 > 0:31:31Again, pressure has been applied
0:31:31 > 0:31:34more than what the product was designed to handle.
0:31:34 > 0:31:36And the last one...
0:31:37 > 0:31:42This was sent in for a free-of-charge warranty repair
0:31:42 > 0:31:46and, er, upon investigation, I asked the young lady,
0:31:46 > 0:31:48"What actually happened to this?"
0:31:48 > 0:31:50And she said she actually hit it with a hammer,
0:31:50 > 0:31:53which is why it's in the state that it's in.
0:31:53 > 0:31:56OK, we get the point, but what can we as consumers do
0:31:56 > 0:32:00to help protect ourselves against life's little accidents?
0:32:00 > 0:32:04Physical damage is never covered by the standard warranty.
0:32:04 > 0:32:07There are a few manufacturers that do accidental damage warranty,
0:32:07 > 0:32:10but it's normally a paid for add-on.
0:32:10 > 0:32:13So, as a general rule, if you want added protection,
0:32:13 > 0:32:15you're going to have to pay for it.
0:32:15 > 0:32:18And I get a lot of e-mails about this kind of thing.
0:32:18 > 0:32:20I've been contacted by Leesha,
0:32:20 > 0:32:24who bought herself an expensive laptop and paid
0:32:24 > 0:32:28for an after sales three-year, all-encompassing warranty.
0:32:28 > 0:32:31Two years later, she got a hairline crack in the screen, took it back
0:32:31 > 0:32:35to the retailer and they said, "Must be accidental damage."
0:32:35 > 0:32:36"Not a problem," Leesha thought,
0:32:36 > 0:32:39"because I've got this all-encompassing warranty,"
0:32:39 > 0:32:42which covers accidental damage, right?
0:32:42 > 0:32:44Er, no, it doesn't.
0:32:44 > 0:32:48Most manufacturers will sell you an extended warranty, so you have
0:32:48 > 0:32:51to read the terms and conditions before you buy the warranty
0:32:51 > 0:32:53to find out what it does and does not cover.
0:32:53 > 0:32:55The best advice I can give to any consumer is -
0:32:55 > 0:32:57read your terms and conditions.
0:32:57 > 0:32:59I couldn't agree more.
0:32:59 > 0:33:03I know I sound like an old record, but read the small print!
0:33:03 > 0:33:06But what about if you do genuinely have
0:33:06 > 0:33:08what you believe to be a manufacturing defect?
0:33:10 > 0:33:12And Martin's e-mailed in.
0:33:12 > 0:33:15Now, he bought himself a laptop and, after five weeks,
0:33:15 > 0:33:18the arrow key fell off, so he took it back to the shop,
0:33:18 > 0:33:21only to be told that it was down to water damage.
0:33:21 > 0:33:23What?! Anyhow, he'd only had it a few weeks
0:33:23 > 0:33:26and he ended up forking out 120 quid in repairs!
0:33:28 > 0:33:30Don't make sense.
0:33:30 > 0:33:32Physical damage can happen at any time.
0:33:32 > 0:33:35The length of time you've had the product
0:33:35 > 0:33:38is no indication of whether it's physical damage or not.
0:33:38 > 0:33:42Each case has to be looked at on its own merits and judged therefore,
0:33:42 > 0:33:44so, if someone said to you it's liquid damage,
0:33:44 > 0:33:46they have to prove it's liquid damage.
0:33:46 > 0:33:49My advice to that customer is take legal advice,
0:33:49 > 0:33:53see what your rights are, present your evidence.
0:33:53 > 0:33:56The ultimate resolution to any of these issues is the courts.
0:33:56 > 0:33:59Take it to a Small Claims Court, the manufacturer will have to
0:33:59 > 0:34:04present his side, his evidence, to an impartial person,
0:34:04 > 0:34:08you present your side of the story and let someone else decide.
0:34:08 > 0:34:12Good advice, and Amir has given me some top tips on how best to avoid
0:34:12 > 0:34:17ending up with your machine having to end up in a workshop like his.
0:34:17 > 0:34:20If you do spill water on a phone or laptop,
0:34:20 > 0:34:22turn it off, remove the battery
0:34:22 > 0:34:26and let it all thoroughly dry out before you turn it on again.
0:34:26 > 0:34:30Also, interestingly, if you've spilt black coffee on your gadget,
0:34:30 > 0:34:34it tends to dry to a powder, whereas sugary coffee
0:34:34 > 0:34:37will end up sticky and can eat away a vital component.
0:34:39 > 0:34:42Mine's a latte to go, please. No sugar.
0:34:42 > 0:34:44Let's be honest, most of us probably
0:34:44 > 0:34:48are a bit lazy when it comes to checking our paperwork.
0:34:48 > 0:34:50But when you buy a product, it is worthwhile having
0:34:50 > 0:34:53a little look at the warranty, see what you are actually covered for
0:34:53 > 0:34:56and what damage you're responsible for.
0:34:56 > 0:34:58So when Tiddles piddles on your keyboard,
0:34:58 > 0:35:01just remember, it's unlikely you'll be covered.
0:35:06 > 0:35:11Three of the UK's largest furniture companies - DFS, Harveys and ScS -
0:35:11 > 0:35:14have got some rather disgruntled customers,
0:35:14 > 0:35:17who claim buying their brand-new three-piece suite
0:35:17 > 0:35:19has been far from a sweet experience.
0:35:19 > 0:35:24Actually, it's left them with a very nasty taste in their mouths.
0:35:24 > 0:35:28I feel upset. Um, I'm tired, I feel tired.
0:35:28 > 0:35:31I feel like my life's been revolving around Harveys.
0:35:31 > 0:35:34I've never had to make so many phone calls to a company before.
0:35:34 > 0:35:37Colin and Nicola have both had five or more visits
0:35:37 > 0:35:41from their respective sofa companies trying to fix the problem.
0:35:41 > 0:35:44Anisha has also had numerous callouts,
0:35:44 > 0:35:46but she now has another issue with Harveys,
0:35:46 > 0:35:48as she claims they've scratched her floor
0:35:48 > 0:35:51whilst delivering her last section of the sofa.
0:35:51 > 0:35:56When the engineer came, um, that's when he had taken that sofa away
0:35:56 > 0:36:00to bring the other sofa in and I'd noticed that he damaged my floor.
0:36:00 > 0:36:04And, er, we'd only just had the floor replaced,
0:36:04 > 0:36:06so it's actually a new floor
0:36:06 > 0:36:09and I explained to him, "Look, the floor's being damaged,
0:36:09 > 0:36:12"you've damaged the floor." Um, he went on...
0:36:14 > 0:36:18..shouting, "I didn't do that!" You know, "This happened before!
0:36:18 > 0:36:21"You've had these scratches. You've done them yourself."
0:36:21 > 0:36:24Um, "We've not just made those scratches."
0:36:24 > 0:36:27I said, "No," I said, "Look, there's no need to shout,
0:36:27 > 0:36:28"but you have done that damage.
0:36:28 > 0:36:31"I can assure you, the damage was not there this morning."
0:36:31 > 0:36:33I've just put in a call to Harveys
0:36:33 > 0:36:36to see what they have to say about Anisha's scratched floor.
0:36:36 > 0:36:39The receptionist said their head of customer service
0:36:39 > 0:36:41- will get back to me very soon. - TELEPHONE RINGS
0:36:41 > 0:36:43'Ah, this must be him, then.'
0:36:43 > 0:36:44Hello?
0:36:44 > 0:36:47Gary, hi, it's Dominic Littlewood from the BBC.
0:36:47 > 0:36:49OK, Gary, so you obviously know the reason I'm ringing.
0:36:49 > 0:36:53'I get straight to the nitty-gritty of her damaged floor.'
0:36:53 > 0:36:56So, as far as the repair goes, you've instructed her
0:36:56 > 0:36:59to get it repaired herself and send the invoice to you?
0:36:59 > 0:37:02'Harveys are going to give Anisha the benefit of the doubt
0:37:02 > 0:37:04'and pay for the floor.'
0:37:04 > 0:37:06So whether it's a repair or replacement or whatever,
0:37:06 > 0:37:09you'll make sure that it's put back to the standard...?
0:37:09 > 0:37:11'Great! It's a yes.
0:37:11 > 0:37:16'Things are looking good for Anisha as they have another proposal.'
0:37:16 > 0:37:18Have you told Anisha yet what you plan on doing?
0:37:18 > 0:37:22'He says no, as they have respected Anisha's wishes
0:37:22 > 0:37:26'and she wanted Harveys to liaise with me and my team first.'
0:37:26 > 0:37:28Gary, thanks so much to your time. I'll let you get back to driving.
0:37:30 > 0:37:33Thanks, then. Bye-bye. Bye-bye.
0:37:33 > 0:37:36'Brilliant. I'm looking forward to telling Anisha the news.'
0:37:38 > 0:37:42As for Colin and his ongoing six-month battle with DFS
0:37:42 > 0:37:46that included five visits to try and fix his sofa,
0:37:46 > 0:37:49to ultimately him being left without a sofa altogether,
0:37:49 > 0:37:52DFS has finally made him an offer.
0:37:52 > 0:37:55They will give him a full refund for his sofa.
0:37:55 > 0:37:59I can't believe it. I can't believe that he's actually got my money back.
0:37:59 > 0:38:01I knew that Dom wouldn't let me down. I knew that.
0:38:01 > 0:38:05I'm overwhelmed that that is what is happening and I'm so grateful.
0:38:05 > 0:38:08Now I feel like there's a weight been taken off my shoulders.
0:38:08 > 0:38:11This has been six months just dragging you down.
0:38:11 > 0:38:13I'm so grateful. Thank you very much.
0:38:15 > 0:38:17DFS has since been in touch and wanted to...
0:38:21 > 0:38:22..and say that they are...
0:38:25 > 0:38:28They then go on to talk specifically
0:38:28 > 0:38:31about Colin's claim that he was left sofa-less.
0:38:31 > 0:38:32"In Mr Whyman's case..."
0:38:50 > 0:38:54And finally, they responded to Colin's remark that a DFS employee
0:38:54 > 0:38:57told him he should not sit on his sofa every day.
0:39:09 > 0:39:11Fair enough, I say.
0:39:11 > 0:39:14It's good news for Nicola too with ScS.
0:39:14 > 0:39:17After her ninth visit from the company
0:39:17 > 0:39:20to assess the squeaky sofa, they finally agreed to collect it
0:39:20 > 0:39:24and are going to give her a full refund. Result.
0:39:25 > 0:39:29We asked ScS about their returns policy for damaged sofas
0:39:29 > 0:39:32and how many times they deem reasonable for an engineer
0:39:32 > 0:39:35to come out to fix a fault with one of their products
0:39:35 > 0:39:39before they feel they should either refund or exchange.
0:39:39 > 0:39:43We also wanted to know ScS' policy when customers
0:39:43 > 0:39:48are not satisfied with the product, but so far, they have yet to reply.
0:39:48 > 0:39:50I'm chuffed to bits knowing Colin and Nicola
0:39:50 > 0:39:54will hopefully be enjoying the best seat in their house sometime soon.
0:39:56 > 0:39:59As for Anisha, I'm off to see her at home.
0:39:59 > 0:40:02Now, the weather may be atrocious, but that doesn't stop me coming
0:40:02 > 0:40:05all the way up to Leicester to meet Anisha and give her some news.
0:40:05 > 0:40:06Gordon Bennett! It's pouring down!
0:40:13 > 0:40:16- Anisha!- All right, Dom, nice to see you.- How you doing?- Come in.
0:40:16 > 0:40:17Pouring down out there!
0:40:20 > 0:40:23'Anisha tells me she's received a letter from Harveys
0:40:23 > 0:40:26'outlining their offer. I take a seat on the sofa
0:40:26 > 0:40:29'that has caused her all these problems.'
0:40:30 > 0:40:33I'll tell you what, Anisha, it's lovely and comfortable.
0:40:33 > 0:40:34Oh, they are comfortable, Dom.
0:40:34 > 0:40:36Very comfortable to sit on.
0:40:37 > 0:40:40- Here you go.- Right, that's the letter they sent you? Recorded delivery?
0:40:40 > 0:40:42That is, yes.
0:40:42 > 0:40:44'We start with how Harveys propose
0:40:44 > 0:40:46'to solve the problem of the damaged floor.'
0:40:46 > 0:40:50"Please find enclosed a cheque to the value of £900 as full and final
0:40:50 > 0:40:53"settlement in relation to the issue raised by yourself
0:40:53 > 0:40:57"on the 28th of January concerning the damaged floor.
0:40:57 > 0:41:00"This amount has been agreed in line with the receipts which you have
0:41:00 > 0:41:04"submitted and purely a gesture of goodwill as I am not in a position
0:41:04 > 0:41:07- "to either prove or disprove how this damage occurred."- OK.
0:41:07 > 0:41:09So are you happy with that?
0:41:09 > 0:41:11I'm happy with the cheque for the floor.
0:41:11 > 0:41:15I just wanted my floor restored and I've got enough money to do that,
0:41:15 > 0:41:17- so I'm happy to accept that.- Yeah.
0:41:17 > 0:41:22'Well, that's one half polished off. The letter then moves on to the sofa
0:41:22 > 0:41:25'and Harveys present Anisha with a few options.'
0:41:25 > 0:41:28"To retain the current suite that is within your home,
0:41:28 > 0:41:31"or to arrange collection of the suite with a full cancellation refund
0:41:31 > 0:41:35"from the finance company on the completion of that collection.
0:41:35 > 0:41:38"Please note that the refund will include any monies
0:41:38 > 0:41:40"already paid as part of your financial agreement."
0:41:40 > 0:41:44'Brilliant news that has put a smile back on Anisha's face.'
0:41:44 > 0:41:47- Do you accept their offer? - I think that's what we'll do.
0:41:47 > 0:41:49- I think that's wise. - Accept the offer.
0:41:49 > 0:41:52You've got your £2,500-£3,000 back, yeah?
0:41:52 > 0:41:55Every single penny. You've had a use of this for a year.
0:41:55 > 0:42:00You now realise what you do and don't want, at their expense.
0:42:00 > 0:42:02- I think you start again. - Yes, I think so.
0:42:02 > 0:42:05OK, but before we get too comfortable, is my job done?
0:42:05 > 0:42:09- Yes.- You happy?- Thank you so much, Dom, I appreciate it.- My pleasure.
0:42:09 > 0:42:12- You'll see me out?- Yes. - Cheers, Anisha!- Thank you.
0:42:12 > 0:42:14I was getting so comfy then as well!
0:42:19 > 0:42:21Harveys had this to say...
0:42:31 > 0:42:33With regards to Anisha, they say...
0:42:42 > 0:42:44I'd just like to say a big massive thank you to Dom,
0:42:44 > 0:42:46cos he's done so much for us.
0:42:46 > 0:42:49He's lifted the weight off my shoulders, he's found a resolution,
0:42:49 > 0:42:51and I'm sure it's a lot sooner
0:42:51 > 0:42:54than it would have actually been if it was me myself.
0:42:54 > 0:42:57Good on you, Harveys, you finally came through for Anisha
0:42:57 > 0:42:59and, as far as I'm concerned, that's a full house,
0:42:59 > 0:43:02all three cases done and dusted and everyone happy.
0:43:03 > 0:43:06Well, we're glad we're going to be going to find another sofa now,
0:43:06 > 0:43:11so, um, it's more shopping, which I'm sure everyone enjoys,
0:43:11 > 0:43:13and hopefully we'll find the right settee.