new sofa - soooo itchy / faulty

do_lally_tap

Hi,
Hope someone can help me out here
I purchased a new sofa from M & S 6 weeks ago - lovely to look at but you cant sit on it without scratching. Appreciate it is 100% wool but it is not just me who scratches themselves almost immediately after sitting on it (we are talking anyone who parks there bum on it)!
Contacted M & S within 2 weeks and told nothing that can be done - it was perhaps my personal reaction and not the wool/cloth used?
Come the 3rd week of having sofa, when turning a cushion the material has come away/torn where it is ribbed so again I spoke to
M & S and have been an advised a FIRA representative will be coming tomorrow.
Has anyone had any dealings with FIRA?
I have totally gone off my sofa now - even the back cushions are drooping/starting to flop. Can I ask to return for an exchange or money back - appreciate any help/advise here.

powerful_Rogue

do_lally_tap wrote: »

Hi,
Hope someone can help me out here
I purchased a new sofa from M & S 6 weeks ago - lovely to look at but you cant sit on it without scratching. Appreciate it is 100% wool but it is not just me who scratches themselves almost immediately after sitting on it (we are talking anyone who parks there bum on it)!
Contacted M & S within 2 weeks and told nothing that can be done - it was perhaps my personal reaction and not the wool/cloth used?
Come the 3rd week of having sofa, when turning a cushion the material has come away/torn where it is ribbed so again I spoke to
M & S and have been an advised a FIRA representative will be coming tomorrow.
Has anyone had any dealings with FIRA?
I have totally gone off my sofa now - even the back cushions are drooping/starting to flop. Can I ask to return for an exchange or money back - appreciate any help/advise here.

FIRA will come out and report back to M&S whether the sofa is faulty or not. If they say there is a fault, then M&S will either repair/replace or refund (partial). I'm presuming they will repair if they confirm the fault.

How much was the sofa and how did you pay?

do_lally_tap

Thank you for your reply.
Paid £2200 by debit card for 2 sofas (both the same)
Are FIRA independent? Do I have any consumer rights that you know of?

powerful_Rogue

do_lally_tap wrote: »

Thank you for your reply.
Paid £2200 by debit card for 2 sofas (both the same)
Are FIRA independent? Do I have any consumer rights that you know of?

Here is their website:
https://www.fira.co.uk/

Shame you paid on debit card rather then credit card, as that would have given you extra protection and another avenue to explore.

Was this an in-store or online purchase?

Are both sofas itchy?

In regards to consumer rights, as it stands M&S are complying with the law. You've reported the item is faulty, they are able to check to establish whether the item is faulty.

How you proceed after the inspection depends on the result.

I've got a feeling though that you're chances of returning the sofa for a refund is very slim.

do_lally_tap

Hi and thank you,
Both sofas are itchy (saw similar sofa in store that was also 100% wool and not at all itchy like mine).
Purchased in store after viewing online. They had the sofa in store but in the same material - they did have a swotch.

do_lally_tap

sorry powerful_Rogue - they had the sofa in store but 'not' in the material i ordered.

KeithP

If the inspector agrees with you verbally that the sofa is faulty, then try and get written confirmation of that at the time.

Inspectors have been known to say something like "yes, I can see the thing is faulty. I'll report back to the shop that they need to replace it". Later the shop says "the inspector couldn't find any problem".

Take care.