SCS sofa battle over for Cramlington woman

Nov 13 2011 by Ian Robson, Sunday Sun

A FURNITURE store has at last admitted that a customer’s complaint is valid – after telling her there was nothing they would do.

Valerie Gatherar asked ScS for help in June when she noticed orange spots on her leather suite.

She repeatedly complained but was told the matter was closed.

That’s when she came to me and I made sure she was sitting comfortably by bringing the dispute to an end.

Valerie will now to be allowed to pick new furniture after the £3000 purchase.

She had earlier told me how she was frustrated by ScS’s refusal to help.

“I seem to be banging my head against a brick wall. It is very frustrating and stressful,” she said.

“It started when I noticed two small orange spots on the arm of the settee and on the seam of the recliner.

“I took a damp cloth, as advised by the manufacturers, to try to remove one of the spots because I thought it was yoghurt or something.

“To my horror a hole appeared on the arm of the chair – the top layer of leather was coming away.

“I could not believe that this could happen to a suite of this quality just a few months after purchase.”

ScS carried out an inspection but decided the damage was down to wear and tear.

Valerie told me: “I told them I was going to write to you, maybe take them to a small claims court, but they said they were not going to do anything else to repair my suite.”

I asked ScS for their comments and they told me another inspection would take place.

A spokeswoman said: “A further appointment has been made with the customer. I will keep you updated on receipt of the report.”

A little more time passed and I was told Valerie had been right all the time.

The spokeswoman said: “Further to our inspection on Mrs Gatherar’s furniture. It is confirmed that there are indeed manufacturing defects.

“The customer will be contacted forthwith to discuss reselection.”

The last word goes to Valerie, of Cramlington, Northumberland, who said ScS had agreed to replace the whole suite and not just the affected units.

She said: “Without your intervention we would not have got anywhere with them.

“The whole business was making me very stressed and I feel relieved that’s the end of it.”