Go Back   English Forum Switzerland > Help & tips > Other/general
Reply
 
Thread Tools Display Modes
  #1  
Old 22.03.2015, 16:17
newtoswitz's Avatar
Forum Veteran
 
Join Date: Jan 2010
Location: Rapperswil
Posts: 1,158
Groaned at 15 Times in 13 Posts
Thanked 1,310 Times in 596 Posts
newtoswitz has a reputation beyond reputenewtoswitz has a reputation beyond reputenewtoswitz has a reputation beyond reputenewtoswitz has a reputation beyond repute
Advice - Pfister sofa bed return

Hi,


Looking for advice on how to handle returning a sofa bed to Pfister.


When it was delivered they bashed it into a wall, and then when one of the guys opened the bed mechanism he broke the slider so all the bearings fell out!


Also we've now found the other side panel is also broken, not visible because of the upholstery but definitely broken in underneath (maybe where they bashed it, maybe it was transported wrongly causing both problems).


To cap it all, at delivery they also handed us a sign saying "no more than 25kg on the top part of the bed" (i.e. the back that folds down). Having thought about it and looked, that means you can't sit up in the bed and it feels very weak, not acceptable.


Since the quality is clearly very poor, it was not cheap, and it doesn't work properly as a bed anyway (who's going to tell a guest they can't sit in bed without breaking it!), we want to return it as not fit for purpose.


I'm assuming they'll argue, and wondered if people have experience / advice?


Thanks.
Reply With Quote
  #2  
Old 22.03.2015, 16:36
Forum Legend
 
Join Date: Dec 2010
Location: ZH
Posts: 4,447
Groaned at 55 Times in 45 Posts
Thanked 2,165 Times in 1,312 Posts
SOBEIT has a reputation beyond reputeSOBEIT has a reputation beyond reputeSOBEIT has a reputation beyond reputeSOBEIT has a reputation beyond repute
Re: Advice - Pfister sofa bed return

Pfister quality is far from what it used to be. Call/email and return the sofa bed explaining your gripe asap.
Reply With Quote
  #3  
Old 22.03.2015, 18:08
Belgianmum's Avatar
Forum Legend
 
Join Date: Jan 2010
Location: Was Belgium now Neuchâtel
Posts: 8,221
Groaned at 60 Times in 57 Posts
Thanked 10,241 Times in 4,924 Posts
Belgianmum has a reputation beyond reputeBelgianmum has a reputation beyond reputeBelgianmum has a reputation beyond reputeBelgianmum has a reputation beyond reputeBelgianmum has a reputation beyond reputeBelgianmum has a reputation beyond repute
Re: Advice - Pfister sofa bed return

It does beg the question as to why you accepted it in the first place if it was broken when it arrived.
Personally I would have sent it back at the time.
Reply With Quote
The following 2 users would like to thank Belgianmum for this useful post:
  #4  
Old 22.03.2015, 18:18
newtoswitz's Avatar
Forum Veteran
 
Join Date: Jan 2010
Location: Rapperswil
Posts: 1,158
Groaned at 15 Times in 13 Posts
Thanked 1,310 Times in 596 Posts
newtoswitz has a reputation beyond reputenewtoswitz has a reputation beyond reputenewtoswitz has a reputation beyond reputenewtoswitz has a reputation beyond repute
Re: Advice - Pfister sofa bed return

The delivery guys did the usual rush, running late etc, plus my wife only knew of the problem with the runner - which they promised to call and fix quickly (of course, we've heard nothing).

The 25kg thing didn't mean much to her until we looked at it together and saw just how poor it was - and funnily enough that sign wasn't on the ones in the shop! Pfister are supposed to be good, and the sofa is expensive - I don't think it's unreasonable to assume they sell items that are actually usable and not a crap quality rip-off.

Ironically we specifically went there because we wanted it to last - may as well have gone to Ikea, quality vs cost they're better.
Reply With Quote
  #5  
Old 23.03.2015, 00:01
Forum Legend
 
Join Date: May 2007
Location: AG
Posts: 5,403
Groaned at 149 Times in 107 Posts
Thanked 6,123 Times in 2,899 Posts
Mrs. Doolittle has a reputation beyond reputeMrs. Doolittle has a reputation beyond reputeMrs. Doolittle has a reputation beyond reputeMrs. Doolittle has a reputation beyond reputeMrs. Doolittle has a reputation beyond reputeMrs. Doolittle has a reputation beyond repute
Re: Advice - Pfister sofa bed return

Quote:
View Post
Hi,

I'm assuming they'll argue, and wondered if people have experience / advice?
When Moebel Pfister delivers an item to you, there is a delivery report and the customer is asked to sign it. There was your opportunity to write down exactly what you have described here.

Moebel Pfister offers, in my experience, outstanding customer service. Customer satisfaction is important to them. I fail to see why you assume they will argue.
Reply With Quote
  #6  
Old 23.03.2015, 01:56
newtoswitz's Avatar
Forum Veteran
 
Join Date: Jan 2010
Location: Rapperswil
Posts: 1,158
Groaned at 15 Times in 13 Posts
Thanked 1,310 Times in 596 Posts
newtoswitz has a reputation beyond reputenewtoswitz has a reputation beyond reputenewtoswitz has a reputation beyond reputenewtoswitz has a reputation beyond repute
Re: Advice - Pfister sofa bed return

A fair point regarding the customer service, we'll see when we phone tomorrow.

I don't think a design fault can really be covered by the delivery inspection, and unfortunately isn't repairable.
Reply With Quote
This user would like to thank newtoswitz for this useful post:
This user groans at newtoswitz for this post:
  #7  
Old 24.03.2015, 00:53
Forum Legend
 
Join Date: May 2007
Location: AG
Posts: 5,403
Groaned at 149 Times in 107 Posts
Thanked 6,123 Times in 2,899 Posts
Mrs. Doolittle has a reputation beyond reputeMrs. Doolittle has a reputation beyond reputeMrs. Doolittle has a reputation beyond reputeMrs. Doolittle has a reputation beyond reputeMrs. Doolittle has a reputation beyond reputeMrs. Doolittle has a reputation beyond repute
Re: Advice - Pfister sofa bed return

Quote:
View Post
A fair point regarding the customer service, we'll see when we phone tomorrow.

I don't think a design fault can really be covered by the delivery inspection, and unfortunately isn't repairable.
I wasn't referring to the design fault.

Quote:
View Post
When it was delivered they bashed it into a wall, and then when one of the guys opened the bed mechanism he broke the slider so all the bearings fell out!

Also we've now found the other side panel is also broken, not visible because of the upholstery but definitely broken in underneath (maybe where they bashed it, maybe it was transported wrongly causing both problems).
If what you wrote is true, your wall must be damaged, as well as the sofa. So I am rather surprised that you failed to report any of this on the delivery report nor did any of the delivery crew document this as well.
Reply With Quote
This user would like to thank Mrs. Doolittle for this useful post:
This user groans at Mrs. Doolittle for this post:
  #8  
Old 24.03.2015, 09:43
newtoswitz's Avatar
Forum Veteran
 
Join Date: Jan 2010
Location: Rapperswil
Posts: 1,158
Groaned at 15 Times in 13 Posts
Thanked 1,310 Times in 596 Posts
newtoswitz has a reputation beyond reputenewtoswitz has a reputation beyond reputenewtoswitz has a reputation beyond reputenewtoswitz has a reputation beyond repute
Re: Advice - Pfister sofa bed return

I wasn't looking for an argument with you, but it's quite clear that no matter what I say you are going to nit pick.


For the record - what I write is true, the wall wasn't damaged (it's concrete), the known issue was noted and reported on the delivery note, and Pfister were supposed to call us last week.


They didn't contact us regarding the original issue, and now after calling yesterday and today they are persistently failing to get anyone with useful authority to speak with us.
Reply With Quote
This user would like to thank newtoswitz for this useful post:
  #9  
Old 24.03.2015, 09:46
Forum Legend
 
Join Date: Mar 2009
Location: Zurich
Posts: 9,191
Groaned at 529 Times in 401 Posts
Thanked 11,948 Times in 4,678 Posts
Richdog has a reputation beyond reputeRichdog has a reputation beyond reputeRichdog has a reputation beyond reputeRichdog has a reputation beyond reputeRichdog has a reputation beyond reputeRichdog has a reputation beyond repute
Re: Advice - Pfister sofa bed return

Quote:
View Post
I wasn't looking for an argument with you, but it's quite clear that no matter what I say you are going to nit pick.

For the record - what I write is true, the wall wasn't damaged (it's concrete), the known issue was noted and reported on the delivery note, and Pfister were supposed to call us last week.

They didn't contact us regarding the original issue, and now after calling yesterday and today they are persistently failing to get anyone with useful authority to speak with us.
I have heard a fair few people complain about Pfisters lack of service... it's one of those upmarket Swiss stores filled with arrogant staff where the company ethos seems to promote thinking that they are bigger than the customers.
Reply With Quote
This user groans at Richdog for this post:
  #10  
Old 25.03.2015, 11:22
newtoswitz's Avatar
Forum Veteran
 
Join Date: Jan 2010
Location: Rapperswil
Posts: 1,158
Groaned at 15 Times in 13 Posts
Thanked 1,310 Times in 596 Posts
newtoswitz has a reputation beyond reputenewtoswitz has a reputation beyond reputenewtoswitz has a reputation beyond reputenewtoswitz has a reputation beyond repute
Re: Advice - Pfister sofa bed return

To be fair, once we finally got hold of the right person and insisted that a credit note wasn't acceptable they finally agreed to collect the sofabed and refund us.


Of course they blamed the supplier for the quality issues - seems to be the normal response these days, may as well buy directly online if the shop is effectively just buying from a catalogue themselves...


Overall their customer service could have been a lot more responsive and less painful, but pretty much average for this sort of company. Same with the product - overpriced for the build quality, looks good in the showroom.
Reply With Quote
Reply




Currently Active Users Viewing This Thread: 1 (0 members and 1 guests)
 
Thread Tools
Display Modes

Posting Rules
You may not post new threads
You may not post replies
You may not post attachments
You may not edit your posts

BB code is On
Smilies are On
[IMG] code is On
HTML code is Off
Trackbacks are Off
Pingbacks are Off
Refbacks are Off


Similar Threads
Thread Thread Starter Forum Replies Last Post
Moebel Pfister Leather Sofa For Sale - near Waldshut Mrs. Doolittle Items for sale 1 25.01.2015 21:47
For Sale - Pfister Sofa - Zurich errzulie Items for sale 3 16.09.2013 21:12
For Sale: Pfister Luxus FLEXA Bed Sofa Olive color, 450 CHF TapiroLee Items for sale 3 15.06.2012 12:26
F/S: Pfister Modern Leather Sofa [Zurich] dougan Items for sale 2 15.06.2009 13:52


All times are GMT +2. The time now is 01:16.


Powered by vBulletin® Version 3.8.4
Copyright ©2000 - 2016, Jelsoft Enterprises Ltd.
LinkBacks Enabled by vBSEO 3.1.0