Help with faulty Next sofa

Thomo2710

Sorry i posted in the wrong section before
(mods i posted this in the In my Home section, please remove)

Hi all,

I brought a sofa from Next 1 month ago.

After 1 week i rang up and complained that the sofa was faulty.

Basically when i sit at either end of it the springs make a grinding, squeeking noise as if the spring was broken.

So i called them up and they sent out a furniture medie who assessed the sofa and after sitting on it could not get the sofa to replicate the same behaviour, i sat on it in front of him and got it to misbehave.

He deemed after fiddling that the actual sofa was not faulty and was a design issue as the spring were actually rubbing on the crossframe when a certian weight sat on it (he was alot smaller than me)

He said in his report i was too heavy! (im only 18 stone) Actual wording was customer is of a big buld frame.

He said he could pack the spring out with foam to stop it from rubbing, which i declined as i was not accepting a "repair" on a 1 week old sofa.

Next have just called to say they will not swap the sofa as its the design of the sofa and it isnt actually faulty.

SHe offered to get somebody out to REPAIR it.

When i raised the point that a repair means its faulty she backtracked and said not repair but amend (basically move the springs she said would happen!)

She also not in so many words said it was because i was big built!!! I have never been so offended in my life!

I am waiting for a supervisor to call me back.

No where in the store did it say skinny people only may buy this sofa.

I have asked for a replacement which they declined and also asked for a different design which they also declined as they are saying its the design on it.

ANybody have any advice for me please? Any legal jargon that i can throw at the supervisor after i have bitterly complained about being called fat!

To me the item is not of satisfactory quality if i am having to complain about it after 1 week and they are offering to send somebody out the "amend" the sofa

Thankyou

CoolHotCold

They can call you big boned or fat, infact Next only test their sofa's with regular use for people up to 15 stone.

fluffnutter

I think an 'amendment' is going to be the best you're going to get. Who knows, it might well fix the problem, so what's to lose?

In terms of the remedy they offer, whilst it's supposedly the customer's choice, they can reject your request if they deem it overly expensive. They don't want to refund you and a replacement will only cause the same problem. TBH, a repair/amendment/whatever you want to call it seems the most sensible initial approach.

At least they're proposing to do something, and didn't simply say 'eat fewer pies, big boy'.

Valli

This is the relevant page from consumer direct. So far Next have done nothing wrong.
Had you seen the item in store and sat on it prior to purchasing?

Forwandert

A replacement won't fix the problem. Let them fix the problem it doesn't sound like they are repairing as such just adding extra support.