Sofology - Very Unhelpful

bobbyneave

After moving into our new house my wife and I purchased a new 4-piece corner sofa from Sofology. We entirely understood the 48-hour cancellation policy but felt reasonable comfortable the sofa would fit the space we had earmarked for it and would match our other furniture. Fast-forward 7 weeks to yesterday and the sofa has now arrived. Unfortunately we got it entirely wrong. The sofa is much 'bulkier' in appearance than how it looked in the showroom and consumes too much space in our living room.

Anticipating a company like Sofology must have experienced a customer making a genuine mistake like this before we attempted to contact them yesterday evening. Wow, how difficult was that! They only have online advisers to speak to who are entirely unhelpful. It actually said on their website that someone would respond within a few minutes but on numerous occasions we waited up to 20 minutes, closed the conversation and tried again.

Long and short Sofology are stating they will not offer us an exchange or refund on the purchase as it has gone beyond the 48 hour cancellation period. This seems ridiculous, how can everyone be 100% sure of a purchase in an entirely different setting on a sofa that is worn/a different colour because it has been in the showroom for months?

We're currently in an email battle with them to find a solution. I am posting this thread on here in the hope that someone else has been in this position with Sofology and managed to reach an amicable solution, and if so, how? I have informed Sofology that I'd be contacting an ombudsman if their responses do not improve. Has this been helpful to others? Lastly, this sofa cost circa £1,700 and was purchased outright using a Credit Card - is it worth pursuing this with the Credit Card company? I look forward to your advice.

Fosterdog

You have no rights to a refund or exchange for a change of mind. The time to measure your space is before buying not after delivery. They don't even legally have to offer the 48hour cooling off period so it is quite generous of them to allow that so people can double check measurements.

It is not worth pursuing it any further with either them or your credit card company, you are now just wasting your own time and getting yourself more frustrated with the situation. Maybe it wouldn't take 20 minutes to get hold of their advisers if people were only using it for genuine issues and not change of mind, every minute you spent on their chat was time they could have been spent dealing with a customer with an actual issue and not wasting time.

Caz3121

bobbyneave wrote: »

but felt reasonable comfortable the sofa would fit the space we had earmarked for it

did you take the measurements of the room with you to the store or did you check the dimensions of the sofa in your room? You had opportunity to do this before ordering. 'reasonably comfortable' would not have been enough for me to place an order for a large amount of money.
Maybe advertise it for sale on eBay or similar

BoGoF

Seriously....you are expecting a refund/exchange because you couldn't be bothered to measure up.

Do you think any sofa company take back used goods because of a change of mind.

What do you expect the ombudsman to do?

reason2

Even ignoring the fact you made mistakes, the 48 hour policy they offered was missed too, did it really take 48 hours to notice it didnt fit.

Losing battle here im afraid

ivavoucher

BoGoF wrote: »

Do you think any sofa company take back used goods because of a change of mind.

Yes Costco do.
You can try the sofa in your own home for a few weeks and then change your mind for any reason and get a free return if you so wish.

Blackbeard_of_Perranporth

bobbyneave wrote: »

After moving into our new house my wife and I purchased a new 4-piece corner sofa from Sofology. We entirely understood the 48-hour cancellation policy but felt reasonable comfortable the sofa would fit the space we had earmarked for it and would match our other furniture. Fast-forward 7 weeks to yesterday and the sofa has now arrived. Unfortunately we got it entirely wrong. The sofa is much 'bulkier' in appearance than how it looked in the showroom and consumes too much space in our living room.

Anticipating a company like Sofology must have experienced a customer making a genuine mistake like this before we attempted to contact them yesterday evening. Wow, how difficult was that! They only have online advisers to speak to who are entirely unhelpful. It actually said on their website that someone would respond within a few minutes but on numerous occasions we waited up to 20 minutes, closed the conversation and tried again.

Long and short Sofology are stating they will not offer us an exchange or refund on the purchase as it has gone beyond the 48 hour cancellation period. This seems ridiculous, how can everyone be 100% sure of a purchase in an entirely different setting on a sofa that is worn/a different colour because it has been in the showroom for months?

We're currently in an email battle with them to find a solution. I am posting this thread on here in the hope that someone else has been in this position with Sofology and managed to reach an amicable solution, and if so, how? I have informed Sofology that I'd be contacting an ombudsman if their responses do not improve. Has this been helpful to others? Lastly, this sofa cost circa £1,700 and was purchased outright using a Credit Card - is it worth pursuing this with the Credit Card company? I look forward to your advice.

Twelve inches in a foot
Three feet in a yard
Twenty two yards in a chain
Ten chains in a furlong
Eight Furlongs to a mile


Learnt that bit about measurement in school fifty years ago, as well as the long tape measure when we measured the playground at Welton Infant School!

DoaM

reason2 wrote: »

the 48 hour policy they offered was missed too, did it really take 48 hours to notice it didnt fit.

Perhaps I am misreading ... I took it that the 48 hours cancellation is from placement of order not receipt of goods. In fact there are no cancellation rights at all; only a change of order option for up to 48 hours - their their T&Cs page says:

Change of order pre delivery

We often find that our customers need to amend or confirm combinations and colours after placing their initial order. Amending your order is a free of charge option that is only possible within 48 hours of purchase. Please contact your original store of purchase to effect such changes. After 48 hours, there will be a cancellation/administration charge of 30% for each item that you wish to change on your order. This cost covers any charges incurred by Sofology for processing, transporting, restocking and/or manufacturing costs with the suppliers.

Cancellation

Orders are not subject to cancellation without charge under any circumstances.

We find that most customers wishing to cancel have underlying reason for doing so that relate often to a wrong choice or other furniture related issues.
As such we are committed to finding an alternative solution including re-selection to other furniture, a change of payment method or change of combination and will help with a solution where possible.

Where we cannot reach a final, alternative solution and cancellation remains as the only option, a cancellation charge of 30% of the order value plus any delivery and re delivery costs will be forfeit or due. Any amount paid over 30% will be given to you as a credit note and can be used as part or full payment for furniture for up to 6 months after cancellation.

reason2

Sorry, i can see how my post read now.. i meant if you ordered it and had any doubts surely 48 hours after ordering is enough to check measurements and see that it wouldnt fit.