John Lewis sofa - does "design fault" = refund

mariemrswood

Hi, thanks for the replies and help after assessor no 2 said foam was to spec (though noone would confirm an actual spec) JL have offered me a goodwill payment which will almost cover the cost of new foam. Not ideal as I've not idea if new foam will solve the fact you can still see a lot of cheap fabric backing where in my opinion the leather doesn't extend far enough however at point life is too short! I might do one last letter to the CEO or someone regarding the price point and those of a similar price point being far superior as I am really unimpressed overall with the quality and don;t think this will still be going in 10 years plus like it's predecessor. Thanks again

mariemrswood

Just an update - after the goodwill payment I wrote a letter containing pics and comparisons to similar priced sofas to Paula Nickolds as advised by Macladd. I week or so later I was rang by a man involved in the quality control / manufacturing process who said the sofa wasn't built to the correct spec. and that in this instance they would make me a new set. I was really happy with this, even though the leather I originally had was no longer in stock, and after several weeks took delivery of this new set.
Unfortunately my faith in the manufacturer of my JL sofa was already limited and so when a little dimple in the leather (which I thought was a crease from being wrapped up) didn't drop out and turned out to be a blob of adhesive on the rough side of the interior I rejected the set and am getting a full refund - the new interiors were also of concern as still they retained bum shapes and though not as soft as the originals I still think they are not the best quality given the hefty price.
They are collecting the set on Sat and so although I will be without seating so far I can't fault JL customer service - but the manufacturing company leave a lot to be desired.

Thanks so much for all your help and advice, it has been a faff and a lot of wasted time but got to a conclusion in the end - not a great experience as I'm now on the sofa hunt again .....wish me luck!