Seat cushions creasing in new sofa

Belenus

We have recently taken delivery of a G Plan Malvern 3 seater 2 cushion sofa in Rush Claret chenille type fabric.

https://www.gplan.co.uk/products/malvern/

It looks lovely and is very comfortable.

However, from day one we have noticed that the seat cushions crease as soon as they are sat upon. We have never experienced such creasing with sofas and chairs of various qualities over many decades.

We emailed the supplier

'Hello, the sofa arrived yesterday.

We are concerned that the seat cushions are already developing pleated creases after just a few minutes sitting. This didn't happen in 9 years with our previous similarly upholstered sofa. It is as if there is too little foam inside or too much material in the covers.

Attached are photographs taken yesterday a few hours after delivery.'

They replied;

'The stretching and creasing you mention is quite normal and is most pronounced in the first days and weeks of use.

The seat cushions appearance can be helped by dressing the surface or smoothing the surface as described in your blue Reynolds booklet we give to every customer page 10.'

Four weeks later and the creasing is getting worse and permanent lines are developing.

This surely can't be normal.

What can we do?

Comments and suggestions please.

Belenus

Here is a photograph from the G Plan brochure of the sofa in Rush Claret. The colours in my photos are not true due to room lighting.

twopenny

It looks to me like the fabric being soft and stretching.

If it's not returning to shape already that's not good.

There is a fair amount of this being reported on Trustpilot with the same reaction you got. Have a look and click first on 1* reviews and go up to 2 & 3* in turn to see if there is helpful info.

https://uk.trustpilot.com/review/gplan.co.uk

You did the right thing contacting them immediately you noticed the problem. And taking photos. Be sure you have a date on them and do it repeatedly if the problem gets worse. Also keep your email conversations and replies. If they ask to do it over the phone I would try to get the emails, then any further action you have a dated sequence and evidence of exactly what happened.

Others will be along to tell you the correct and best way to make your complaint. Good luck