Help regarding sofaworks/CSL manufacturing faulty settee

chrisjefc

Ok so i have had my sofa for 18 months (Leather) I took out a 5 year extended warranty on the sofa costing £240 the sofa cost me £1400

I have a fault on the sofa which looks like something has spilt on it and damaged it so contacted the insurance. they sent someone out he took pictures then went on his way.

The insurance have come back to me and said i'm not covered due to it being a manufacturing fault. :mad:

so I went back to CSL (Now named sofaworks) And complained. now they have said ok yeah we accept it a manufacturing fault and we will offer you £900 store credit!!! even though my sofa was £1400

Am I going to have to accept this or is there a way I can take this further ?

they say in there terms and conditions that the sofa was only covered for one year by them..

I can only find sofaworks terms and conditions which says leather was covered for 2 years (they say they changed that when they changed name)

now i have to for out aleast another £100 for a sofa which is by no means as good as the one I first purchased

where do I stand anyone give me any advice please

bod1467

They're offering you 65% of the purchase price after 18 months. Whilst they're within their rights to offer you a partial refund (per the Sale of Goods Act):

1. You're not obliged to accept it as store credit;
2. You can push for a higher partial refund (I'd be expecting at least 80% after only 18 months)

You may need to push them (in writing) to get better than what they've offered, and may need to get "legal" with them.

Did you buy the sofa using finance or credit? (e.g. paid some or all of it using a credit card, or got it on a buy now, pay later or interest free credit scheme).

chrisjefc

we got it on buy now pay in a year. the sofa is all fully paid now.

macman

Your insurance does nor presumably offer 'new for old' cover, so what's in dispute is the depreciation over 18 months?

chrisjefc

We have seen a sofa that we would be willing to take which is £999 we have settled for this as we can't really afford to spend more money this close to Christmas.

so this was the best of a more expensive bunch...

chrisjefc

the warranty we took out basically covers us for everything except manufacturing faults. the insurance have made it quiet clear they will not pay anything out.. and have basically told us to go fight it out with sofaworks.

chrisjefc

The insurance say because we don't know what has been split on it then they can not cover it

we have 3 kids though so anyone of them could have done it..

chrisjefc

bris

If they have accepted it as a manufacturing fault push for a full refund but leave CSL out of it.


As they have admitted liability you should now contact the finance company you bought it through and push them for a S75 claim. They are equally liable and explain that CSL have had the chance to resolve the problem but it is completely unsatisfactorily.


The finance co have to get involved and they will negotiate with CSL because they have to, a full refund may not be achievable but it gives you a better chance. store credit can also be rejected, you are under no obligation to accept credit on a faulty item.

bod1467

chrisjefc wrote: »

The insurance say because we don't know what has been split on it then they can not cover it

we have 3 kids though so anyone of them could have done it..

I'm unable to view the images here at work, so I'll ask this question ...

You have said "split" a couple of times, but also say "we have 3 kids though so anyone of them could have done it". Can you elaborate on this please? Did you mean "spilt"? (As in spilled)

If you did mean "spilled" then I'm surprised the seller/manufacturer has agreed that there has been a manufacturing error.

However, as bris identifies (and this is why I asked how you paid) then you can look at invoking a Section 75 claim ... there is an article here at MSE about S75.

chrisjefc

i got on the phone to them after posting this and told them they need to come up with a better offer atleast to the value of another sofa we are happy with in the store. (to be fair to sofaworks they have been really good with us) they have now agreed to cover the full cost of the sofa we like so we have agreed now on this and have promised me delivery before Christmas..

Which now leaves me with this warranty that i have paid for which has another 4 years to run. I would rather cut my ties with them as Personally I dont think its worth the paper it written on and have told them such..

do I have a right to a refund atleast on the remaining time of the warranty.

Thanks everyone for your replies