3 Month Old Sofology Sofa Sagging Badly

longwalks1

Update for anyone interested, we bought our identical sofa from DFS last March, and 2 of the 3 seats look just as deflated. Guy came out today explained about the foam and fibre filling blah blah. Long story short, they dont offer a foam replacement for the seats, but hes going to book in the fibre and foam filling to be replaced with just foam. Not overly confident how it will turn out, but I'm giving them the benifit of the doubt for now... will keep you all updated


Intersting that DFS and Sofology are selling identical sofas, clearly bought in from a universal supplier. The technician even admitted some of their sofas are bought in from China

Sstringer

Hello I'm also a very unsatisfied customer of sofology that is caught up In I believe a unique
Situation......here goes .the colour on our leather sofa started to come away after 2 years .i contacted sofology ,they sent a repair man around who did carry out a repair but told us that it wouldn't last .after 12months the colour started to come off again I contacted sofology ..they said there was no guarantee that a repair would solve the problem so offered £1000 to spend in store . I asked if I could have the money and spend in another store as I had no confidence in sofology ..they refused .. after months of travelling back and forth to sofology we finally reluctantly chose a corner sofa .....NOW the plot thickens the next condition was that they take the old defective sofa away ...well originally as sofologys terms and conditions state I made provisions for access of the sofa ( I had a friend in to remove a glass unit in my front window ) but 18 months later we had a completely new bay window installed ..so the situation is that they are refusing to give us a new sofa unless they can remove the old .they have told us we will have to cover the cost of the window removal which now will be the complete frame and glass of the bay window as just removing the glass panel will not create enough space to get the old one out ......my argument is if the sofa lasted I would have got rid at the end of its life ...there argument is that it's unforeseen circumstances and it's my responsibility to create an opening to get there defective goods out ..I have offered chopping the bloody thing up and getting rid of it but they have point blank refused ,,,the new/replacement is smaller and will go through the door ...I have asked why they want it back as they have stated. It's unrepairable? But get told it there policy .but I carnt see anywhere in there terms and conditions that it's the customers responsibility to make sure that defective goods can be removed in future at there cost ........please help

Liam6374

This is a delicate question and I would advise you to contact a free lawyer, he will give the right advice so that you know your rights and can easily defend them yourself or write the right complaint

windowsupplies

So quick update on the Linara sagging sofa , finally had an upholster out to fit new supposedly denser foam inserts in the sofas , unfortunately these haven't made an ounce of difference , we contacted Sofology and they have sent a second Homeserve technician out to repair a stich issue after the new seats fitted , he reported that there's nothing wrong with the sofa ! Sofology now say to wait for ombudsman's decision as they done everything they need to do !!!!
I would post pictures but not sure how or if i can but it looks the same as it did when it first sagged after a month or so , its only been 2 weeks
Back to the drawing board looks like it will be a legal route
Wouldn't touch sofology with a barge pole !

pattypower

Had the same problem with a sofa bought and delivered Christmas 2018. The minute we sat on it we sank. Phone and emailed Sofology and received the same customer service as everyone else on here - none. The bottom line, have now received my money back!! How? Three ways.
1 credit card payment - When you pay by credit card you are covered by the consumer credit act, in theory the credit card company has bought the sofa as you, by paying the credit card bill, pay the credit card company. Phone or down load the form on the respective Ccard website, you will be claiming under Section 75. The form is simple to complete and I send all correspondence fro. SOfology with the claim form. C card company got in touch within days and requested an Independant report form a local upholster which I found locally, it cost 50.00 and Ccard company repaid this. I have given the sofa to a charity as now I have received the money back the Ccard company own the sofa.
2 Debit card go to bank building soc and say you want to claim charge back. Simple.
3 Finance Phone finance company and say you want to stop the payments
4 Cash much harder as Sofology are obviously tighter than the products they sell.

Have now purchased a sofa from a small retailer in Harrogate, although the price was c. 4K the quality is unbelievable, English aniline leather which will last years - so, I think, worth it.
Good luck

zeldah

So, update on my sofa - I posted here in May last year.


Eventually, Sofology decided to send a technician to replace the inners.

They were definitely a denser foam than the existing foam. However, this didn't last very long.

Still massive "holes" from sitting on the sofa. Not only that - the leather is so irreparably stretched that even if I put a wooden board underneath, it would still look terrible!



I have now done a complaint via Resolver and quoting my consumer rights "Any sofa you buy should be of satisfactory quality, fit for the purposes specified and as described. It should also remain in good condition for a reasonable length of time without sagging, coming apart, or deterioration to the fabric. "


We loved the look of this sofa, and we're gutted that it is a total waste of money. I'm now requesting a refund and they can take their rubbish back! Unfortunately we did not purchase on credit card, but did the finance with Barclays, via Sofology.



Bit concerned though - one previous post said the Ombudsman found in their favour and they were refunded, another says that the Ombudsman sided with Sofology ... can it be appealed if the Ombudsman finds in Sofology's favour?



I know our next step will have to be the Ombudsman as Sofology are unlikely to provide any sort of decent customer service now...

hollydays

zeldah wrote: »

So, update on my sofa - I posted here in May last year.


Eventually, Sofology decided to send a technician to replace the inners.

They were definitely a denser foam than the existing foam. However, this didn't last very long.

Still massive "holes" from sitting on the sofa. Not only that - the leather is so irreparably stretched that even if I put a wooden board underneath, it would still look terrible!



I have now done a complaint via Resolver and quoting my consumer rights "Any sofa you buy should be of satisfactory quality, fit for the purposes specified and as described. It should also remain in good condition for a reasonable length of time without sagging, coming apart, or deterioration to the fabric. "


We loved the look of this sofa, and we're gutted that it is a total waste of money. I'm now requesting a refund and they can take their rubbish back! Unfortunately we did not purchase on credit card, but did the finance with Barclays, via Sofology.



Bit concerned though - one previous post said the Ombudsman found in their favour and they were refunded, another says that the Ombudsman sided with Sofology ... can it be appealed if the Ombudsman finds in Sofology's favour?



I know our next step will have to be the Ombudsman as Sofology are unlikely to provide any sort of decent customer service now...

Have you spoken to the finance company?

windowsupplies

zeldah wrote: »

So, update on my sofa - I posted here in May last year.


Eventually, Sofology decided to send a technician to replace the inners.

They were definitely a denser foam than the existing foam. However, this didn't last very long.

Still massive "holes" from sitting on the sofa. Not only that - the leather is so irreparably stretched that even if I put a wooden board underneath, it would still look terrible!




I have now done a complaint via Resolver and quoting my consumer rights "Any sofa you buy should be of satisfactory quality, fit for the purposes specified and as described. It should also remain in good condition for a reasonable length of time without sagging, coming apart, or deterioration to the fabric. "


We loved the look of this sofa, and we're gutted that it is a total waste of money. I'm now requesting a refund and they can take their rubbish back! Unfortunately we did not purchase on credit card, but did the finance with Barclays, via Sofology.



Bit concerned though - one previous post said the Ombudsman found in their favour and they were refunded, another says that the Ombudsman sided with Sofology ... can it be appealed if the Ombudsman finds in Sofology's favour?



I know our next step will have to be the Ombudsman as Sofology are unlikely to provide any sort of decent customer service now...

We are passed the ombudsman stage , they will not admit there's an issue as they go on the reports from Homeserve who are contracted by Sofology and in my opinion are very bias towards their employer , it also seems that the ombudsman sides with the retailers as we had an inspection by a local upholsterer who basically condemned our sofas and said the foam and toppers were cheap tack ! He wrote me a letter and a further email stating all points requested from the ombudsman but they would not accept his comments and ruled against us , complete waste of time , google the Guardian money report on the furniture ombudsman !
We are currently pursuing the credit card company and if that fails last resort will be court !

hollydays

Guardian article on furniture ombudsman
https://www.theguardian.com/money/2017/dec/16/stained-sofa-rodgers-of-york-furniture-ombudsman-small-claims-court

hollydays

So have you spoken to the finance company?