Help -Just got screwed by furniture store..

I'm not sure what to do. We ordered a special made sofa from a pricey furniture store on Queen's Road East in Wanchai and after waiting the four weeks it's supposed to take and get it delivered last Friday, but were told that it would be a week late.


That Saturday (one day later), hubby and I were walking around the area and walked by another furniture store (across the street and about one block away from the one we ordered through) and saw exactly the sofa we had ordered (same dimensions, fabric, piping, tufting, etc.) sitting in display at the window. So we sat on it and I noticed a divet (small finger impression) on the underside fabric covering under the middle seat, while my husband became suspicious that this was our sofa being used and worn and that they try to pass it off on us. I made a note of the divet, plus a few other details (scratches on the fabric) we didn't like. We then immediately walked down the street to the shop we ordered from and told them that a sofa that looks exactly like ours is supposed to, is sitting across the street from them, and that it better not be ours. They furiously denied it, knowing anything about it, or even knowing the other store (their competitor for many years..unlikely).


Well, we crossed our fingers and waited until today when exactly the same sofa that was on display at the other store was delivered. I refused delivery and called the store, and at first the owner said she didn't know about it, then said yes it was possible that it was displayed, maybe just a day or two, but that it was just how things are done here. Her excuse being that if there is no space in the warehouse then they'll take it somewhere to "check it".. I made the obvious retorts as far as just expecting delivery from the factory to home, etc.. and the fact that the store people straight out lied..


This went back and forth for a while, but ultimately she said she'd have to look at it to see if there are any problems with it, which in my eyes there are but I have a funny feeling that she won't see anything there... But beyond the look of it, I am so enraged and feeling taken advantage of by them displaying this at another store (I don't know if they profited by renting it out or not) and then lying to us in our faces, making us wait an extra week, and delivering a used product). But her ongoing "argument" is that it is common practice.

Anyone have this happen to them? I feel so cheated and angry that I trusted these people.


So, I don't know what to do at this point. If she won't offer an apology and remedy for the scratches (and they are small, but all over, and also a brand new sofa that hadn't been sat on by store customers wouldn't have ANY), then do I cancel and get my money back. Or, do I let them try a second chance with a new sofa (obviously they'll use same sofa and recover it) and wait again. Or what do I do if she won't budge on anything? BTW, we already paid for it.. any recourse? What would you do?

http://www.consumer.org.hk/website/ws_en/ You could take this issue up to the Consumer Council but it is quite sure that they will not help with this matter. Maybe you'd have a case if you can prove that one of those other customers had farted on your beloved sofa.

I would call the sofa company tell them that you would take your concern to the Consumer Council and have them in 'their' black list. This should work ..if not.. then cancel your order..if you do not get all your money back.. report them anyway. Also it is not common practice for the display piece to be sold as new. Display pieces usually go on a discount and..the shop did offer to custom make it for you.

hi RA,

Thanks for the advice. Will try and see if they can be reasonable, but from the way she was responding on the phone....don't know.

Well IHRN


I can totally understand why you're upset, I would be furious as well. There's no excuse for the week delay while it was sitting in display. And as jardine johnnie so elegantly pointed out, someone could have farted on it!!! Regardless, you paid for a brand new sofa, and brand new means exactly that, not second hand, not window display, but brand spanking new. I think you did the right thing by refusing the delivery. Tell them unless they delivery a new sofa in immaculate condition, or you should get your money back. Otherwise, you should take this issue with the Consumer Council. I just hope you can prove that it was on display.


Do you mind telling me which store it is so I don't make the same mistake of giving them business?

Hi Chia Pet, I sent you a message with the store name.


We are going to the shop later today and can hopefully have some resolution soon. Will post result once we have it.

Hi can you also give me the store's name, thanks. Btw, you did the right thing by not accepting it. You did not pay for a display piece.

I'd like the name of the store as well, please send me a PM. Thanks!

We are having problems also with a Queens Rd East store with a female manager, could you p.m. the name to me. Perhaps we could both complain to the Consumer Council if it is the same store.