Sofology never delivered my armchair and I'm struggling to contact their customer services

underwhelmed_saver

Timeline of events

- Ordered some sofas and an armchair early August 2021

- October 15 2021 the sofas got delivered but the armchair was missing

- Tried to contact via phone almost every day but their queue times are 1-3 hours long, it's time I cannot afford to waste as I work during the day.

The one time I did get through (October 20th I think) they said they would deliver my armchair on October 26th but nothing came/no email/no phonecall to say anything changed.

I've also tried to contact them via the contact form on the website highlighting the above problems but no reply.

I'm really not sure what to do, or what my rights are around this. I was reading that if you stated at order time you wanted the furniture to meet some deadline/requirement (e.g. party/event) then you have better rights if the company fails to deliver on time, but all I remember telling them was I was moving into a new house and needed furniture - this was not in writing.

I'm almost at the point now where I want to cancel the armchair and get a refund but if I'm not able to get through to them how do I cancel? Can I do a section 75 chargeback (I paid them via Amex)?

Silver_Shark

Email them and state they are in breach of its contract with you, and your consumer rights take effect.

general.enquiries@sofology.co.uk

cx6

You can cancel the whole order and ask for a chargeback for the full amount and tell Sofology to collect what they have delivered.