点评:So, apparently the photograph attached is of a perfectly acceptable quality sofa. So say Heals...
If that's what you're looking for then by all means go ahead and buy their furniture. Otherwise read on about my experience:
For context, this sofa bought from Heals, after only 18 months of very occasional use has become saggy, lumpy and uncomfortable. It is a far cry from the "luxurious", "generous", "elegant silhouette" (their words) advertised.
After raising this with customer services they sent a loss adjuster to look and having decided that there is "no manufacturing fault" (quite how when they can't see inside the cushion is beyond me) they deny any responsibility.
I am not concerned as to whether it is a manufacturing fault, a defect in the materials, a design / specification flaw or anything else for that matter. It is plain to see that the sofa provided is not of reasonable or expected quality.
This response to the issue seems to be little more than a cynical attempt by the company to try and avoid their statutory responsibility to provide a product of acceptable quality.
I now appear to have no choice other than to start legal proceedings to remind Heals of their Consumer Rights Act obligations to provide a product:
- of reasonable quality,
- which conforms with its description and
- lasts a reasonable time,
It is a shame that it appears necessary for a court to take this up. All I had asked for was for the faulty cushion to be replaced.
I've seen sofas 25% of the price of this one last much longer. And this is all happening after 6 months delay in the original delivery and one of the armchairs in the same suite arriving with broken springs.
Very disappointed with this level of service and customer care from a previously trusted brand.
Heals Customer services - request number #908690 if you are interested. I would love to avoid formal proceedings and have spent a month seeking to achieve that but currently appear to have no alternative
翻译:因此,显然所附照片是质量完全可以接受的沙发。所以说治愈...
如果这就是您正在寻找的,那么请务必购买他们的家具。否则请阅读我的经历:
就背景而言,这款从 Heals 购买的沙发在仅 18 个月的偶尔使用后就变得下垂、凹凸不平且不舒服。这与他们所宣传的“奢华”、“大方”、“优雅轮廓”(他们的话说)相去甚远。
在向客户服务部提出这一问题后,他们派了一名理损员去查看,并确定“不存在制造缺陷”(当他们看不到坐垫内部时,我无法理解),他们否认承担任何责任。
我不关心这是否是制造缺陷、材料缺陷、设计/规格缺陷或其他任何问题。很明显,所提供的沙发质量不合理或不符合预期。
对该问题的这种回应似乎只不过是该公司试图逃避其提供质量可接受的产品的法定责任的愤世嫉俗的尝试。
我现在似乎别无选择,只能启动法律程序,提醒 Heals 遵守《消费者权利法案》提供产品的义务:
- 质量合理,
- 与其描述相符并且
- 持续合理的时间,
令人遗憾的是,法院似乎有必要审理此案。我所要求的只是更换有问题的坐垫。
我见过比这款价格 25% 的沙发使用寿命更长。这一切都是在原定交付延迟了 6 个月之后发生的,而且同一套房中的一把扶手椅抵达时弹簧已损坏。
对以前值得信赖的品牌的这种服务水平和客户服务感到非常失望。
治愈客户服务 - 如果您有兴趣,请索取号码#908690。我很想避免正式诉讼,并花了一个月的时间寻求实现这一目标,但目前似乎别无选择