cost plus sofa

eamo22 · 04-10-2011 4:15pm #1

hi first post but i am sick of cost plus sofa and the way they deal with there customers..firstly went in last tuesday to purchase a bed and before i purchased it i asked twice when could i have it delivered. i was told that after we fixed up for it we would get a delivery date that suited me and when i needed it. after i had paid i was told the next delivery date is the 12th of october. which was three weeks from the day of purchase. i wasnt given an option i was told after that date if i didnt want it the 12th it would be a couple of weeks. so they ask you for 50 euro to delivery a bed when it suits them..

The next day i decided to go to another store and purchased a bed which was delivered for free to my house the next day. i needed a bed and couldnt wait till the 12th. so i called customer services regarding cancelling my order. i was told it werent a problem and he put me through to the wexford store and they said the manager would contact me regarding the refund. he rang three days later saying they have a no refund policy. which makes no sense as the customer care rep explained the did. i think it is a complete joke i have contacted consumer rights who have explained i am well within my rights to recieve a refund. they have explained the return and canncelation policy regarding cost plus sofa. <SNIP>

now i cancelled within 48 hours so i am entitled to a full refund. has any one else had problems with these. i have contacted Joe Duffy regarding it and i am going to <SNIP>..small claims court is my only option at the moment..why have a refund policy if you dont stick to it.:mad::mad::mad::mad:

ch750536 · 04-10-2011 4:44pm

Calm down a little, <SNIP> is a strong term. You seem to be entitled to a refund, I suggest you send a registered letter stating the facts only (keep sentiment out of the letter) and give them 14 days to respond.

Bit early for the Duffy to get involved I think though I too fell to their shoddy sales process, I just cancelled the order there and then after having a few digs at the salesperson who blatantly lied to me.

Zab · 04-10-2011 4:54pm

Kind of odd that they'd say that when their policy is so clear.

First of all I'd try phoning the store again, but don't do this if you're angry. Then do as ch750536 says and send a registered letter saying why you want a refund and that you expect a favourable response within X days or you intend to register a case with the SCC.

Keep in mind when writing the letter that the only reason you have a right to a refund is their own store policy. Your basic consumer rights do not entitle you to one.

eamo22 · 04-10-2011 5:21pm

thanks for the response guys..i am a little annoyed with them i aint sure if its the manager in the wexford store or its head office..it makes no sense i was lied to the day i bought it and seems to be lied to since..the customer service rep i spoke to was clear and explained it to me..but the manager in the wexford store says that the refund policy is only for online shopping..if you read it it states showroom purchases..and in there terms and conditions i think its 2.3 it clearly states that regarding refund policy read our refund and cancellation policy which is the link above..i have a legal background and i can clearly read between the lines..on the day of purchase it was never explained to me that the had a no refund policy..if they had i wouldnt have a foot to stand on..also its quiet clear they do offer refunds and i seen in a earlier post regarding them a rep from cost plus sofa replied to a another man regarding the purchase of a chair which was too big for his apartment..he was offered 80 percent as he hadnt cancellled withing the 48 hours and in the end they gave him a credit note for the full amount..so my problem is is it just the manager in store or head office..are they still going to deliver the bed as i wont accept it or pay the delivery..

dudara · 04-10-2011 8:01pm

eamo22 It would greatly help your posts if you could use paragraphs and writing structure.

dudara

maxer68 · 04-10-2011 8:22pm

Six tips to ensure a good outcome

Do not take the high ground and claim legal knowledge.
Do not threaten with Joe duffy
Do not threaten small claims court

Do be polite.
Do be calm.
Do be firm

tinyjiney · 05-10-2011 1:35pm

maxer68 wrote: »

Six tips to ensure a good outcome

Do not take the high ground and claim legal knowledge.
Do not threaten with Joe duffy
Do not threaten small claims court

Do be polite.
Do be calm.
Do be firm

You forgot one....

Do not buy from CPS...

Their cheap ass annoying adverts would put me off straight away...:)

eamo22 · 05-10-2011 7:31pm

Hi thanks for all the responses regarding this. I contacted customer services again today and explained to them i needed to cancel a order and get a refund. The chap that answered said no problem you need to contact the store and the manager will sort out the refund.

Its the third time customer services has told me this but the manager says there is a no refund policy. Which there is. Why is the manager acting like this.

Sick of it now and i have been to see a solicitor and i dropped a letter to the store today for the manager. I will call back to tomorrow not letting this drop.

dudara · 05-10-2011 8:19pm

There's no need for a solicitor (another way of wasting your money

)

Write a formal letter of complaint and send copies to both the store manager and to Head Office. Inform them that they have X working days to resolve the issue, or you will be lodging a claim in the Small Claims Court (only takes E15 and you don't need a solicitor).

Joey the lips · 05-10-2011 8:22pm

i will never buy anything from cost plus sofa's and consumer affairs will testify as to why in the amount of complaints they receive.

claytho · 12-10-2011 8:58pm

By the way , nothing in the leather furniture retailer "cost plus sofas" is real leather ... Not on thing. I know 2 people that work there . Some staff tell people it is leather , but be warned it is not !

CPS: Lee · 13-10-2011 4:29pm

The company is pleased to be up front to answer some of these unwarranted allegations spread over a 2 year period.

The company was established in Ireland in 2004 at Mullingar and has grown steadily by giving exceptional value, with the aim of being at least 20% cheaper like-for-like than anywhere else in Ireland. (The fact that the prices are generally a lot lower than elsewhere is apparently inspiring reaction from some competitors finding it impossible to compete, thereby generating a certain amount of hostile noise!)

The company employs Customer Solutions, a specialist consultancy firm, to monitor customer service by contacting directly a large sample of customers every month. They report that the percentage of satisfied customers of CPS is exceptionally high. Nonetheless, the company employs Customer Service personnel and the contact number is published in all newspaper adverts each week. There are also staff at stores and in the Customer Service department at Dublin, who try to help wherever they can. Although no organisation can please everyone, this company does its best to respond to every reasonable case including sending a third party technical expert as necessary to check the facts of individual cases.

Over 80% of orders are delivered within 14 days (over half of these within 7 days) from the company’s huge Dublin central warehouses, which carry big stocks of top selling items. This is much faster than is usual in the furniture industry. Obviously not everything can be in stock at all times and where items have to be ordered specially it takes time for the goods to be made specifically for the customer. It is the policy of the company to give customers regular updates on the progress of their orders and everything possible is done to fulfil the orders with the minimum of delay (which is sometimes unavoidable due to delays at sea, hold ups in supplies of materials, random customs checks, etc.) The policy of the company is clearly featured in Trading Policy Notices on display at all 21 Cost Plus Sofas stores Ireland-wide.

All goods in the range are bought direct from top international suppliers by CPS and currently over 750 full containers of sofas are arriving in Ireland each year for them to provide an increasingly efficient and fast delivery service to their customers. Most of the CPS suppliers also service top retailers worldwide and their quality standards are up to the highest established criteria accepted internationally. (In addition, substantial orders are fulfilled from suppliers in Europe and especially in Ireland, which is also helping further to speed delivery times, whilst also giving employment in Irish factories.)

If any customer has a reasonable issue, they should take it up with the company (either at store level or to the Customer Service department) who will do their best to respond as fairly as possible.

Thanks,

CPS - Customer Service Team

Zab · 13-10-2011 4:58pm

cpsuser wrote: »

The company is pleased to be up front to answer some of these unwarranted allegations spread over a 2 year period.

Hi CPS, thanks for getting involved but what you've posted is just a marketing blurb and doesn't address OP's issue at all.

Why is OP being denied a refund?

dudara · 13-10-2011 7:22pm

cpsuser Please contact the administrators of Boards via reps@boards.ie to verify your identify before posting again.

dudara

eamo22 · 13-10-2011 10:32pm

Zab wrote: »

Hi CPS, thanks for getting involved but what you've posted is just a marketing blurb and doesn't address OP's issue at all.

Why is OP being denied a refund?

Ha ha they will never answer it they just fob you off. Whenever i ring customer services i ask about the refund they always say yes you should get it and put me through to the wexford store. Then the manager in the store says we have no refund policy.

I sent a letter and i am still waiting for a response. I am calling to the store tomorrow and i am going to get my refund. My order was never cancelled as they dont have a refund or cancellation policy. Yesterday was the 12th my delivery date, my bed never came.

Breach of contract would it be............

claytho · 14-10-2011 12:15am

eamo22 wrote: »

Zab wrote: »

Hi CPS, thanks for getting involved but what you've posted is just a marketing blurb and doesn't address OP's issue at all.

Why is OP being denied a refund?

Ha ha they will never answer it they just fob you off. Whenever i ring customer services i ask about the refund they always say yes you should get it and put me through to the wexford store. Then the manager in the store says we have no refund policy.

I sent a letter and i am still waiting for a response. I am calling to the store tomorrow and i am going to get my refund. My order was never cancelled as they dont have a refund or cancellation policy. Yesterday was the 12th my delivery date, my bed never came.

Breach of contract would it be............

Not really no , you will find in any company like that , that they will have in their ts and cs that they have a time period that they are aloud go to even after giving you a date . It's not always used it just covers their behind incase. Could be 2 months later.

elpistolero 7 · 10-11-2011 10:29am

hi everyone bought a 3 - 2 - 1 leather suite from cost plus sofas. firstly the 3 seater base broke and then the 1 seater leather started to crack. when we complained we were told we had to pay 45 euro for a ' technician' to view the suite and if the problems were manufacturor defects we would recieve the 45 back. the technician concurred it was a manufacturors fault and cps would be in touch. two weeks later we were rang by their customer service who said the parts were ordered and it would take 6 weeks for them to arrive. to this we said no way we want our money back after 6 weeks of talking to these idiots in cps they agreed to change everything. although we wanted our money back we were happy to have a full exchange to save any more aggravation. the suite arrived on a saturday morning and when the lads tried to assemble it, it wouldnt fit together because the connections were damaged. so we told them to take it back and then rang to inform them of the problem. 3 weeks later we had to ring for an update and were told there would be no refund. this stance by cps contravenes irish retail law and weve now got a claim pending in the small claims court. i would urge anyone firstly never to buy from this shower of cowboys who have no regard for their customer and secondly to pursue them in the courts for the rights they are entitled to. i work for a company who employ over 25000 employees in ireland and ive messaged our message board to inform people of what cps are like and to steer well clear of their poor quality stock and even worse customer service.

elpistolero 7 · 10-11-2011 10:39am

you must be on medication, your company continually denies irish people their rights under retail law in this country.your customer service is non existent and a disgrace . i cant wait to have my day in court against you and i will inform everyone i know to steer clear of this shower of cowboys. cps show nothing but contempt for the people of this country and its time you either fall into line with retail law or the people of this country should send you a message and refuse to shop there, which ultimately it would result in cps leaving this country

Cost Plus Sofas: Lee wrote: »

The company is pleased to be up front to answer some of these unwarranted allegations spread over a 2 year period.

The company was established in Ireland in 2004 at Mullingar and has grown steadily by giving exceptional value, with the aim of being at least 20% cheaper like-for-like than anywhere else in Ireland. (The fact that the prices are generally a lot lower than elsewhere is apparently inspiring reaction from some competitors finding it impossible to compete, thereby generating a certain amount of hostile noise!)

The company employs Customer Solutions, a specialist consultancy firm, to monitor customer service by contacting directly a large sample of customers every month. They report that the percentage of satisfied customers of CPS is exceptionally high. Nonetheless, the company employs Customer Service personnel and the contact number is published in all newspaper adverts each week. There are also staff at stores and in the Customer Service department at Dublin, who try to help wherever they can. Although no organisation can please everyone, this company does its best to respond to every reasonable case including sending a third party technical expert as necessary to check the facts of individual cases.

Over 80% of orders are delivered within 14 days (over half of these within 7 days) from the company’s huge Dublin central warehouses, which carry big stocks of top selling items. This is much faster than is usual in the furniture industry. Obviously not everything can be in stock at all times and where items have to be ordered specially it takes time for the goods to be made specifically for the customer. It is the policy of the company to give customers regular updates on the progress of their orders and everything possible is done to fulfil the orders with the minimum of delay (which is sometimes unavoidable due to delays at sea, hold ups in supplies of materials, random customs checks, etc.) The policy of the company is clearly featured in Trading Policy Notices on display at all 21 Cost Plus Sofas stores Ireland-wide.

All goods in the range are bought direct from top international suppliers by CPS and currently over 750 full containers of sofas are arriving in Ireland each year for them to provide an increasingly efficient and fast delivery service to their customers. Most of the CPS suppliers also service top retailers worldwide and their quality standards are up to the highest established criteria accepted internationally. (In addition, substantial orders are fulfilled from suppliers in Europe and especially in Ireland, which is also helping further to speed delivery times, whilst also giving employment in Irish factories.)

If any customer has a reasonable issue, they should take it up with the company (either at store level or to the Customer Service department) who will do their best to respond as fairly as possible.

Thanks,

CPS - Customer Service Team

Le_Dieux · 11-11-2011 3:02am

elpistolero 7 wrote: »

<snip>

i would urge anyone firstly never to buy from this shower of cowboys who have no regard for their customer and secondly to pursue them in the courts for the rights they are entitled to. i work for a company who employ over 25000 employees in ireland and ive messaged our message board to inform people of what cps are like and to steer well clear of their poor quality stock and even worse customer service.

Without ever having bought from or had any dealings with CPS, and also noting that their 'rep' hasn't come online since Dudara asked him/her to contact the mods re legitimacy, I also wonder how legit are You elpistolero? What company employs 25,000 in Ireland? Upon googling, it would appear Intel is the largets employer in the ROI, and they employ between 5-6 thousand....long way short of 25,000.

So, you submit 2 posts, both on this topic, makes me wonder just how legit and up front are You?

maxer68 · 11-11-2011 9:19am

elpistolero 7 wrote: »

this stance by cps contravenes irish retail law and weve now got a claim pending in the small claims court..

can you enlighten me and others on how they have contravened Irish Law?

Because if the above is your case for the small claims court, you will lose.

They may not have acted speedily, but then again, other things in your post suggests that you exagerate just a little.

I would try reading the sale of goods act before bulsh1tting about the small claims court.

smash · 11-11-2011 11:01am

claytho wrote: »

By the way , nothing in the leather furniture retailer "cost plus sofas" is real leather ... Not on thing. I know 2 people that work there . Some staff tell people it is leather , but be warned it is not !

I'm currently in a legal dispute with them over this among other issues. It's been going on months and I will never buy from them again. And I made damn sure that everyone I know has heard about their so called customer service and dodgy sales techniques. I made sure I kept all correspondence over email so I have a record and even the way I was spoken to over email is unprofessional, rude and blatant lies.

cost plus sofa

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