New sofa - problem....

sniper66

10 days ago we took delivery of two leather sofas costing a total of £1500. Initially we were very happy with them, colour, style comfort, etc.

The yesterday when sitting levering myself up with my elbow on the arm there was a lour 'CRACK.' The when tested lesser cracks were heard. Something has clearley 'gone'/broken/not been fixed correctly.


I phoned the shop who are sending a man round this afternoon to have a look. He was reassuring saying' don't worry, whatever it is we will sort it out.'

Last night the same thing happened on the other arm rest.

But I am wondering just what my actual 'rights' are in this situation. Obviosly a replair will take time, and deprive us of the sofa. Could we insist on an exchange.

Would like to know my options/where I stand before this guy turns up at 4.00 today.

Any comments/advice very much appreciated.

S

paddyrg

They are trying to remedy the situation - it may well be that the 'man' will brace the weak points in-situ (ie not have to take the sofa back to the workshop). I would wait and see what he says first.

worried_jim

Most repairs can be done there and then in the home. If your furniture needs a workshop then it will be replaced with "loan" furniture whilst the goods are being worked on.

sniper66

Thank you for this

Yes I will, just was trying to gather a bit of knowledge so I couldn't be bull-ed.

Maybe a bit paranoid here. Will report back.

Much appreciated.

S

Zandoni

I'm sorry but there's no way I would accept a repair after just 10 days especially if both arms have broken, it's obviously poorly made.

I'd go for another type or a refund.

sniper66

Thanks

I am inclined to go for an exchange or refund, but where do I stand rights-wise? I mean if we get a 'repair-only' option from the man, what arguments do we have??

Thank you

S

arcon5

You can reject a product within 'reasonable' time for a full refund, after which they can offer a refund, repair or replacement, effectively their choice.

So the question is, 'is 10 days within reasonable time?'
'Reasonable' is very ambiguous and varies betweeen products. Some products it could be argued a few days is reasonable (a painting for example), some a few weeks. Who knows -- but irrespective of that, if you do ask for a refund they are likely to dig their claws in. Just ask them what options are available to you in this aspect.

somethingcorporate

Once you take a first repair if anything else happens it is likely they will be able to repair again and again. After 10 days I would suggest it is still within a reasonable time to outright reject and claim a refund. This is what I would be doing!

Zandoni

Let the guy have a look to see what the problem is, if you feel that it's a major repair tell him you are not happy and you would like it replaced. He is then likely to ask the manager to come out and you can talk to him.

Be as polite as you can and get firmer if you need to, make him a cup of tea when he arrives

unholyangel

arcon5 wrote: »

You can reject a product within 'reasonable' time for a full refund, after which they can offer a refund, repair or replacement, effectively their choice.

So the question is, 'is 10 days within reasonable time?'
'Reasonable' is very ambiguous and varies betweeen products. Some products it could be argued a few days is reasonable (a painting for example), some a few weeks. Who knows -- but irrespective of that, if you do ask for a refund they are likely to dig their claws in. Just ask them what options are available to you in this aspect.

somethingcorporate wrote: »

Once you take a first repair if anything else happens it is likely they will be able to repair again and again. After 10 days I would suggest it is still within a reasonable time to outright reject and claim a refund. This is what I would be doing!

I'd agree 10 days for a sofa is a reasonable time to reject under SoGA and receive a full refund. Try to put this in writing should they dig their heels in.

If a product like a sofa fails within 2 weeks, I'd have no faith in it at all. If it was after a few months, well sometimes these things happen. But 10 days is taking the mickey.

Although SoGA is subject to statute of limitations, for a good leather suite i'd expect it to last at least the length of the limitations and for a very expensive one i'd expect it to last even longer. My parents leather suite was thousands and its still nearly brand new 12 years later.

sniper66

Well 'the man' arrived on time, just as he said he would. He was 'the boss' apparantly.

After a couple of minutes poking and prodding the effected areas, he agreed that 'something' was wrong and that this 'was a bad one.'

He said we will get it replaced no problem. He also suggested they also replace the other sofa at the same time, as sometimes dyes can have minute differences and 'we wouldn't want you having sofas that don't match.'

He was reassuring and friendly, and there seemed no problem with this. I asked him if this was a problem with this type of sofa and he said they have not had any problems before.

So we await news of from the suppliers about 'stock', and await the replacement.

A big thanks to everyone who contributed to the thread, comments which gave me a lot more confidence in dealing with this.

Hopefully this will be the end of the matter.

Much appreciated!



S