Marks & Spencer sofa really uncomfortable

10000volts

We bought a sofa from Marks & Spencer online after trying it out at the store.

Having owned it for less than a year we are disappointed at how it seems to provide little suport and has become really uncomfortable.

Having informed M&S complaints they sent a furniture specialist who checked the cushions, pressed the spring base then sat on the sofa for about 10-15 seconds. Then he said that is how it is meant to be and it is expected to become softer over time.

We thought it would have lasted more than 10 months before it is supposed to lose support and I don't think 10-15 seconds is long enough to assess the problem.

We have since been back to the store and the one on display is firm and does not gape at the back when being used.

In our opinion the sofa is not fit for purpose and M&S refuse to consider the matter further.

Our only course of action now is to go to the Furniture Ombudsman - at a further cost of £50.

Has anybody else any experience with the Furniture Ombudsman and would it be worth spending another £50 or are we wasting more money?

Thanks for any help

dmg24

I can't see your problem - all because you find it uncomfortable, it doesn't mean that it is faulty.

My parents find their sofa uncomfortable (I know, I wonder if they bothered to try it first!) but I love it. Comfort is subjective, it will vary from person to person.

TBH if your only complaint is that it is uncomfortable then you would be wasting your time going to the Ombudsman!

uktim29

It's taken you a year to decide this?

taxiphil

dmg24 wrote: »

I can't see your problem - all because you find it uncomfortable, it does mean that it is faulty.

(I presume you meant to say "it doesn't mean that it is faulty")

Come on, you know full well that an item doesn't necessarily have to be "faulty" to fall foul of the SoGA - it also has to be fit for purpose. And that can cover a whole range of things, including a sofa (presumably an expensive one) providing a good level of comfort and support.

The SoGA also says it should be as described. In this instance I'd say the OP was right to infer that the sofa's support would be the same as the showroom model. And you wouldn't expect the support to change so much in 10 months (unless you were specifically told of this prior to purchase), so there is also the issue of misdescription here.

dmg24 wrote: »

TBH if your only complaint is that it is uncomfortable then you would be wasting your time going to the Ombudsman!

What a silly thing to say. It sounds like just the kind of thing the Furniture Ombudsman is there to investigate.

Going to the Ombudsman sounds like the best approach, as an independent report would almost certainly be needed to take the claim any further.

But just be wary of their impartiality; sometimes these so-called "independent" bodies and arbitrators can masquerade as consumer champions when they're actually there to protect the interests of the industry (I'm thinking of the NHBC for example). I don't know enough about the Furniture Ombudsman to be able to pass judgement, but it may be worth doing a bit of research on them first.

taxiphil

uktim29 wrote: »

It's taken you a year to decide this?

No, go back and read the post again. The product has deteriorated over the course of 10 months. The issue wasn't there on day one.

pinkshoes

I would say "comfort" is subjective, and that what you find uncomfortable will be like heaven to someone else.

Our M&S leather sofa is marvellous, and has softened over the months. OH finds it a bit hard, I think it's perfect, and if it gets squidgier, then yay!

They're supposed to soften over time. If you like a rock solid hard sofa, then perhaps an orthopaedic one would have been a better idea?

dmg24

taxiphil wrote: »

(I presume you meant to say "it doesn't mean that it is faulty")

Come on, you know full well that an item doesn't necessarily have to be "faulty" to fall foul of the SoGA - it also has to be fit for purpose. And that can cover a whole range of things, including a sofa (presumably an expensive one) providing a good level of comfort and support.

The SoGA also says it should be as described. In this instance I'd say the OP was right to infer that the sofa's support would be the same as the showroom model. And you wouldn't expect the support to change so much in 10 months (unless you were specifically told of this prior to purchase), so there is also the issue of misdescription here.

What a silly thing to say. It sounds like just the kind of thing the Furniture Ombudsman is there to investigate.

Going to the Ombudsman sounds like the best approach, as an independent report would almost certainly be needed to take the claim any further.

But just be wary of their impartiality; sometimes these so-called "independent" bodies and arbitrators can masquerade as consumer champions when they're actually there to protect the interests of the industry (I'm thinking of the NHBC for example). I don't know enough about the Furniture Ombudsman to be able to pass judgement, but it may be worth doing a bit of research on them first.

Can you explain how the item is not fit for purpose? I cannot see anything that would imply that it is not.

You are looking for something that just isn't there. Even the most expensive sofa will change over time, and I doubt very much that it does not provide any support, just not the support that the OP wants.

I don't think it is me that is being silly (and the phrase pot calling kettle black springs to mind there). The OP wants something that is specific to their idea of comfort.

If you are so sure that they will win, how about you give them the £50? I certainly wouldn't!

Careful_with_that_Axe

I too bought a M&S sofa rougly 18 months ago and have been disappointed for the opposite reason. all support seems to have gone out of the seat cushions - they compress so much when you sit on them that they sink right down into the corners of the base.

I was wondering whether or not to speak to M&S about it but your post would indicate that they could be less than helpful.

uktim29

taxiphil wrote: »

No, go back and read the post again. The product has deteriorated over the course of 10 months.

As dmg24 says comfort is subjective. No one can be sure if it's really deteriorated.

andyrules

I had a sofa like this years ago, when you sat on it the backs of the cushions squashed right down so they were level with the base - leaving your legs stuck out higher than your backside! Then you would gradually slide into the widening gap created by the mobile cushions. Getting out was a fight, and elderly people didn't stand a chance! In the end I dumped it and got an old second hand one that is fine. tbh, it all puts me off buying a new one! As for being subjective - I would be surprised if anyone prefers to be swallowed up when they sit!

Lip_Stick

andyrules wrote: »

I had a sofa like this years ago, when you sat on it the backs of the cushions squashed right down so they were level with the base - leaving your legs stuck out higher than your backside! Then you would gradually slide into the widening gap created by the mobile cushions. Getting out was a fight, and elderly people didn't stand a chance! In the end I dumped it and got an old second hand one that is fine. tbh, it all puts me off buying a new one! As for being subjective - I would be surprised if anyone prefers to be swallowed up when they sit!

I'm not so sure about that andy... oooh-er... :eek: