ADVICE PLEASE - John Lewis Sofa - Frame Guarantee

ColFB

My sofa has been sagging for quite a while, but I've recently discovered most sofas are covered by a 10 year frame guarantee.

Fortunately I bought it online so still have a record of the purchase.

On contacting Customer Service, and after the service assistant consulted with a *frame Dr* she advised me I could get a brand new sofa from JL or a refund, and for records could I send in pictures of the sofa.

On sending the pictures in I got a confused reply saying that I'd sent pictures of a sofa, and not a "corner unit steel* as per my order record.

I replied saying it was a corner sofa, the colour was *steel*. On not getting I reply I called, and the assistant laughed at the confusion, updated my notes, then said I would be contacted.

A day later I called again following no contact. At this point I was told that I would have to wait while this was referred and reviewed. I reminded them this had happened and I'd already been offered a replacement. I was told that did not matter and it would have to be referred.

I asked this to be escalated and on waiting for 20 mins I spoke to a manager who said I should not have been told what I was told. I asked her to review the call (which was recorded) and to call me back. She admits I was told I could have a replacement, and indeed I was told to look online or instore and choose my replacement.

I was then told that I should not have been advised the option of a new sofa. The case is now being reviewed and they will call me on Monday.

This is from the JL Website
"The frames of all John Lewis sofas, armchairs and sofa beds come with a 10-year guarantee included, from the date of delivery.

Your guarantee covers you against faults to the frame of the sofa, armchair or sofa bed, including:

Loose joints
Timber breakage
Spring rails breakage
Claiming on your guarantee

If you need to make a claim, please email our Customer service team or call 03456 049 049, 7am - midnight, 7 days a week.

When claiming:

Proof of purchase is required
Your guarantee provides a repair service should your frame fail during the guarantee period
We reserve the right to use alternative, similar materials, where the original is no longer available
If fabric needs to be replaced due to a frame repair, this may not be exactly the same as the original fabric, but we will try to find the closest available current fabric
If your product cannot be repaired, we will replace it with the same model or, if this is no longer available, substitute an equivalent specification or value"

What do you all think? Should I push JL to honour what they initially offered?

wealdroam

This thread would be far better placed on the Consumer Rights Board.

cattie

If it's the cushions that are sagging then this won't be covered under any frame guarantee. The frame guarantee relates to the timber structure of sofas & armchairs only. Sagging cushions can be a common problem, especially if a soft foam has been used on the seats rather than a medium to heavy foam.

Annie1960

ColFB wrote: »

This is from the JL Website
"The frames of all John Lewis sofas, armchairs and sofa beds come with a 10-year guarantee included, from the date of delivery.

Your guarantee covers you against faults to the frame of the sofa, armchair or sofa bed, including:

Loose joints
Timber breakage
Spring rails breakage
Claiming on your guarantee

What do you all think? Should I push JL to honour what they initially offered?

Which one of these is the problem with yours?

Google Consumer Rights Act 2015 to find out your rights.
Generally, if the item is less than 6 months old it is easier for you to get a refund or replacement. If it is older, then usually you will get a repair.