Crusader Suite dreams do come true
CANCELLATION of a £2,678 furniture buy is bringing comfort and joy to a couple caught in a sales mix-up. Graham Bedford and his wife feared they might have to continue living with a settee they weren’t happy with and had tried to return just a couple of days after it was delivered last April.
However the sale was so mired in confusion – from whether it was a standard item or bespoke (and so could not be returned) to what had happened and been logged during the purchase that the Bedfords asked Crusader to help out.
The couple were already satisfied customers of The Mobility Furniture Company, a specialist retailer, as they had just bought a rise and recliner chair there that they were delighted with.
Indeed it was that chair that prompted them to also buy the settee, said Graham. “The demonstrator came and I tried the chair and agreed a finance arrangement. As our suite was 11 years old, we decided to buy a settee to match via part-payment finance.
“The rep showed us one in the brochure from the Surrey range. We chose the material and back style but there was no mention from the description of it being ‘bespoke’ in the brochure or when he talked about it. That’s all we had to go on, it was not possible to try it as the showroom was miles away. When it arrived the cushions didn’t sit right and it wasn’t comfortable.
“Someone came and took photos. We were offered a ‘repair’ but refused because we weren’t confident it would solve the comfort issue.
“As we bought sight unseen we thought we had a right to return it
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Graham believed the cause of the impasse lay in the details of the two orders being mixed up.
“I had a ‘your right to cancel’ for the chair but not the settee,” he added. “We never tried the settee and in letters about it I notice the order number quoted by the company is actually for our chair.”
Along with returning the settee there was also the matter of ending the arranged finance contract.
Lender Duologi was in charge of that, so Crusader contacted it and The Mobility Furniture Company in the hope this could be sorted out swiftly and easily. And it was. “We appreciate you bringing this to our attention,” the furniture specialist said, adding “Mr Bedford’s worries have been resolved, we’re going to collect and refund the sofa. We never intend to cause stress or anxiety.”
Duologi responded in the same vein, saying: “We recognise that customers may change their minds when it comes to buying items on finance. As such, we always aim to resolve any issues that may arise before, during or after their contract period with us.
“As soon as we were advised by The Mobility Furniture Company that Mr Bedford was to be refunded for his purchase, we immediately cancelled his finance agreement.”
And Graham thanked us saying: “We are very grateful, your help was vital.”
When buying upholstered furniture, a choice of fabrics and colours may be offered. Ensure this does not affect any contract, so a standard sale becomes bespoke and changes return rights. Check paperwork before signing.