Lazyboy sofa challenge- may you help?

Rockerchick,_75

Hi All
Thanks for your time. :T

I am at my wits end and not sure what avenue to take.
In a nutshell we brought a lazyboy suite from SCS in 2010, with a 10 yr warranty.

Approx June this year one of the seats (3 seater) collapsed.
All screws from sofa were sticking out through material and my Mum cut her hand on it.
We called SCS who referred us to Lazyboy and in Sept an expert came out.

He confirmed when it was made the wrong screws (too long) had been used on the entire sofa which had caused the seat to collapse and he suspected the other seat would collapse shortly too. He took photos and confirmed he would order parts for both sides.

I called Lazy boy back who confirmed parts were on order (approx 18/09/13) due in UK in Nov ready to repair in Dec 13!!

Since then the other seat collapsed and we can only use the middle seat, not great as our elderly family and friends visiting end up on the floor or fighting for the one good seat.

I called Lazyboy back this week explaining that the other seat had gone as it was confirmed by their expert it was a fault at the manufacturing of it we had lost confidence in a repair and would like either a replacement or refund as it’s in the 10 yr warranty.


I was told by Lazyboy in no uncertain terms that due to the age of the sofa legally all they are prepared to do is repair it, and to bare in mind the repair will be a different shade to the sofa as it has aged.

If I wanted to complain I should write in, not that it would change the situation, I was welcome to go to trading standards who would support lazyboy……

Please could you advise me if my rights entitle me to ask for a replacement/refund? Where do I stand? Who should I contact? Any advise would be appreciated as I feel I currently do not have the skills to know where to turn.

As it is I will have been without a useable sofa from June and not hope of repair until the earliest of Dec.

Many thanks and have a great afternoon....

Rockerchick 75

unholyangel

Technically your contract is with retailer, not manufacturer. They merely supply the warranty which is in addition to your statutory rights.

Are you sure the warranty says you're entitled to a replacement/refund? Is it perhaps if the repair fails within a reasonable number of attempts?

Did you pay for the suite on finance? Credit card for example?

Even with statutory rights (which would be with the retailer) it would be reasonable to allow them to repair since cannot force a disproportionately costly remedy. However, a repair should be carried out without significant inconvenience and within a reasonable time. Whats significant really depends on circumstances.