Multiyork sofa

KenBrilliant

We recently took delivery of a sofa from Multiyork. We chose the fabric and stuffing for the cushions for the sofa, so it is obviously custom made.

We have two issues with it.

1) One side of the sofa sags deeper than the other - this is apparent whether we swap cushions or heavy (me) or light (wifey) sides.

2) We're really not happy with the comfort of the sofa. Both of us get back ache after just short while sitting on it. Wifey is pregnant so this is somewhat par for the course, but there's no excuse for me.

I rang them, and they will be sending someone out to look at the sagging issue. My problem is that I'd rather not have it repaired - I'd much prefer to get a refund (either full or partial), since I'm pretty sure we'll be stuck with an evenly sagging, yet still uncomfortable sofa. We'd basically like to get a different sofa in place.

The lady on the phone seemed to imply that we'd only be in line for a refund if the sagging issue was not resolvable by repair.

So are we stuck with it, and is this because it's custom made? We are still within what I'd call reasonable time frame (we took delivery 3 weeks ago).

Is there any chance we can argue it is not fit for purpose, due to the discomfort? My guess would be not, since we chose the filling for the cushions etc.

We bought in store, so no DSR applies I guess.

InsideInsurance

As you bought it in store then you are correct no DSR applies and if it is a custom built item then it wouldnt apply anyway to an internet/ phone order.

Even if it is custom made an item must be fit for purpose as per the SoGA. Once the item is "accepted" however it is up to the retailer to decide if to repair, replace or refund to deal with any issues. After 3 weeks of use you almost certainly will have been considered to accept the item.

Did you actually try this style and filling combination in store? Did you get back problems there or not?

KenBrilliant

We did try the combination in store, yes, but it was on their "test rig", which had a different frame style than the one we bought - I'm not sure how representative it was as the one we bought has an extra layer of cushioning built into the frame underneath the main cushions that we chose.

cockaleekee

Have you determined why it is uncomfortable, is it very different to the one you have before? Comfort is a very personal thing - hopefully you will get used to it over time?

KenBrilliant

It is a very different sofa to the one we've had before, and this is a valid point - it's partly why I've left it so long as I wanted to give it a fair chance.

My theory is that it's to do with the seat cushion / frame combination giving way too much and not providing the right support.

The back cushion seems fine, but the problem persists in almost any seating position and with any number of added scatter cushions, or in wifey's case, maternity pillows.

We're both getting pain in the exact same place (centre back, slightly below shoulder blades).

Anyway, seems we may have to lump it; may consider replacing the seat cushion stuffing, assuming the cost isn't close to buying a different sofa!

cockaleekee

That sounds like you are slouching (I get the same pain!), which could be caused by a lack of support. Which leads to the question, is the sofa supposed to be supportive? Is it an upright design, or quite soft and relaxed?

See what the technician says, but if you get no joy reinforcing the cushions (or putting a support underneath the cushions) may well solve the problem.

Fire_Fox

I work in lifestyle healthcare, one of my 'babies' is posture assessment.

If you are getting back pain you are not sitting in the right position, your lumbar, thoracic and cervical spine should be in their natural curves - most people sit the exact opposite which overstretches the ligaments or small supporting muscles. Check your head position standing seated and moving, your earlobe should be stacked right above the outermost part of the shoulder/ upper arm, most people have 'chin poke' which puts strain on the muscles in the neck, upper and mid back.

Some people need a support right in the lower to mid back to maintain this position, others find it helpful to have a high back so they can rest their head. Scatter cushions are unlikely to provide the right shape or amount of support. Plenty of people also find it next to impossible or very uncomfortable to be in correct posture, so sometimes furniture that is too supportive causes discomfort.

Unless the product was marketed to you as being good for back pain or spinal health IMO you are onto a hiding to nothing, you happened to choose a design that doesn't suit your body shape or sitting style which is not the store's fault. If you went to court you would need a posture assessment to show your natural posture is well balanced: honestly I almost never see a client that is well balanced, we all spend far too much time sitting crunched the same basic seated-arms-forward-head-forward position (car, sofa, desk) which causes an array of weak and tight muscles up and down the body.

The human body evolved to stand, walk and run not be crunched up for most of the day. Not sure how heavy you are but be aware bring overweight can throws the posture off and stress the joints just as much as being pregnant does.

IMO concentrate on the uneven sagging, at such as an early stage this is likely a manufacturing fault and you can insist this is properly repaired or the item replaced. I definitely would not accept it.