Faulty Sofa - Price reduction (assistance needed)

cherski

Hi, a quick overview of my situation is a sofa purchased and delivered only 5 months ago from Dwell. It's condition has rapidly deteriorated and upon complaint they sent out an operative to assess and report back. They deemed the damage to be due to sunlight and was the customer fault. However I have contested this and the Senior Quality Manager agreed this should not happen. We have not experienced a 'hassle free' process. I've spent too much time now trying to sort this out. We've looked at replacing but for another style as we have no confidence in the quality of the safa originally bought. Unfortunately due to our size requirements their is no suitable alternative. We've considered a refund but do not think it's acceptable to be sofaless in the first instance because their refund/return policy states the sofa must be collected first and then we will be refunded in the form of a cheque which would take 2 weeks! We saved up long and hard for this sofa and paid in case. We have a child with ASD and this small change will turn his world upside down. I've had to chase up endless times now with customer care staff saying they'll call me back and then not. I'm waiting for a call from a senior team leader and want to discuss keeping the sofa but at a discounted price. However i'd like some advice on how to negotiate this. The price we paid for the sofa was £985.42, we've had it for exactly 5 months now and was guaranteed for 10 years!! Any advice on what reasonable price to suggest/accept would be greatly appreciated. Thanks

askmeaboutsofas

We've looked at replacing but for another style ... their is no suitable alternative. We've considered a refund ... which would take 2 weeks! .... I'm waiting for a call from a senior team leader and want to discuss keeping the sofa but at a discounted price. However i'd like some advice on how to negotiate this. The price we paid for the sofa was £985.42, we've had it for exactly 5 months now and was guaranteed for 10 years!! Any advice on what reasonable price to suggest/accept would be greatly appreciated. Thanks

Is the damage is to the colour/finish of the cover? If so, you could get an exchange for another of the same model in a different cover. I would imagine that an exchange will be easier to get than a partial refund, and if it's a different cover material it shouldn't suffer the same problem with sun damage.
Without seeing the condition of the sofa I couldn't suggest what a reasonable refund would be. If you were to go out right now and purchase a new sofa that's in the same condition as the sofa you have now (e.g.. if you bought one that was a factory second), what would you expect to pay? That would be a good starting point.