Next Sofa Fault

dannyrst

Hi all,


I bought a sofa from Next around 6 months ago and as soon as it arrived, we were unhappy with it. The cushions were loose, as though the filling was too small, which left ripples whenever anyone sat down on it.


I contacted Next within a few weeks and they sent a technician around to assess it, who said it needed to settle (but verbally agreed it wasn't right). Another technician came out a few months later after a couple more calls to Next and they said it was how the fabric should be and that there was no fault.


Following this, Next have told me that they have to go off the technician's findings and refuse to take any action to rectify.


My argument is that the sofa's in store aren't like this, and mine was like it from the moment it was delivered, so nothing to do with the length of time it is sat on at home compared to in store.


We ordered the sofa in store, and Next advise that the next step would be to contact EU Online Dispute Resolution, but this only references purchases online.


Can I take this any further or do I just have to accept that my sofa looks 5 years old after 6 months and never buy from Next again?


Thanks in advance,
Dan

Working_Mum

Did you buy the sofa on credit card or via 0% HP?? See what rights you have with your card/loan company.

I had this situation and threatened to hand the sofa back to the 0% finance loan company (as it is theirs until i pay for it) and got a result I was happy with.

Head_The_Ball

Are the cushions loose?

If yes, take them to a local upholstery firm and ask them to add some extra filling or stuffing.

That will probably cost about £10 to £20 per cushion.

Spending that money might be less painful than continuing to argue with Next.

You could consider writing a letter before action to Next advising them that you will sue in the County Court if they do not either fix the problem or pay the cost of adding extra stuffing.

It is up to you whether you can be bothered with all that hassle and uncertainty.

Apjs87

Get in touch with FIRA. They are basically the furniture ombudsman.

Their report will have the final say. If faulty, NEXT will have to replace or refund.

askmeaboutsofas

FIRA are not the furniture ombudsman, and if Next already have a contract with FIRA they are very likely to decide in their favour! Be aware that FIRA advertise their service to shops by saying they will cut the number of customer returns.



OP you can get an independent inspection from a third party company, choose someone Next don't already work with (a local upholsterer, or something like Homeserve or Castellan). Get a report done and you'll have evidence to take to your finance company for a claim.