Bought a HOUGHTON GLAMOUR sofa online - IT'S FALLING TO BITS --HELP!!!!

jon81uk

pinkshoes said:

A sofa is designed to be sat on. It should NOT look like that after being sat on! A small amount of cushion plumping every now and then is acceptable, but for a £3000 sofa that is ridiculous.

Its not a £3000 sofa, its two £1500. Of course I would expect a £1500 sofa to be of good quality too.
Although I still agree that cushion looks awful, I think there must be more to it that this, that cushion looks like misuse to get that bad.

Want2BeDebtFree

TimSynths said:

I sold this type of furniture a few years ago, always made it clear to customers they are high maintenance and you need to reshape the cushions daily, best way to do this is to bounce them against the floor but it needs doing everyday.

They did not tell me that in store.  Nor online. 

Want2BeDebtFree

elsien said:

OP buys 2 settees in March with a 10 year warranty. OP has not stated what the warranty actually  covers. 

Delivered in May, after two months (July?))they start sagging.
He leaves it till October to make a formal complaint. 

Next sent out someone to inspect who said OP needs to re-dress the settee every day. OP says this and sitting on it gives him backache and RSI.

Next have offered to restuff the settee but not with the memory foam the OP wants. 

OP wants memory foam or a refund and considers he has this right because he complained within 12 months. 

Have I missed anything? 

The reason I left it till October to go down the "formal route" was because I love these sofa's, and did not want to complain.  I re-dressed them every single day to make them fit for purpose.  But now, enough is enough.  I can't spend the next 20 years re-dressing them every day.  And I was not told they needed re-dressing every day. 

Want2BeDebtFree

P.S.

sorry I took photo's of my sofa, & compared it with the showroom model.  I have removed the offensive pic.  I agree it was over-the-top.. Just anger I think that made me take the pics.  Cos I spent all that money you see...Anyway, I've emailed Next to accept the offer of re-stuffing it as I'm just worn-out now by all the "trying the get the money back" faff... (There are worse things happening in the world than a sofa)... 

Thank you guys 

elsien

The point is that you have more rights in the first 6 months.
When was delivery and when did you properly complain and ask for redress?

theonlywayisup

The re-stuffing of the sofa will result in the same thing; constant re plumping and eventual failure.  

Aylesbury_Duck

Want2BeDebtFree said:

elsien said:

OP buys 2 settees in March with a 10 year warranty. OP has not stated what the warranty actually  covers. 

Delivered in May, after two months (July?))they start sagging.
He leaves it till October to make a formal complaint. 

Next sent out someone to inspect who said OP needs to re-dress the settee every day. OP says this and sitting on it gives him backache and RSI.

Next have offered to restuff the settee but not with the memory foam the OP wants. 

OP wants memory foam or a refund and considers he has this right because he complained within 12 months. 

Have I missed anything? 

The reason I left it till October to go down the "formal route" was because I love these sofa's, and did not want to complain.  I re-dressed them every single day to make them fit for purpose.  But now, enough is enough.  I can't spend the next 20 years re-dressing them every day.  And I was not told they needed re-dressing every day. 

What date were they delivered and on what date did you formally complain?

Have Next formally acknowledged the sofas are faulty, or have they just agreed a goodwill re-stuffing?  There seems to be a contradiction where their report says no fault, but they've offered a "repair" of sorts.  If they're acknowledging a fault after six months then they have to offer a repair, a replacement or a refund, but that's their choice.

JetpackVelociraptor

OP, if you're absolutely confidant that you're sitting on the sofa in a normal fashion and plumping it up daily, you need to get an independent upholsterer's report to state that it's faulty. Once you have that you can pursue this complaint further via either your card/finance company or small claims court.

Foam cushions used in upholstery are a different type of foam to memory foam, which is almost certainly why they're refusing to supply this. Foam fillings usually cost more so they may want you to pay more for a foam filling as you originally bought fibre. If all they're going to do is add more fibre that should help but it will make it firmer too, as they'll be more filling in it.

It's hard to say looking at the photos whether this is the result of the filling failing due to being poor quality or not. Given the location of the dip it looks like you're in the habit of swivelling sideways when you go to get up from the chaise. If you are, that's very likely to be the cause as it's putting a lot more wear on that area of the cushion. Just imagine for a moment that you were sitting on a sandy beach - if you swivelled your bum from side to side while sitting on the sand, you'd quickly find yourself digging a hole! Fibre fillings move around a lot, so essentially you're digging a hole in your sofa. If you keep getting up from it in the same way this area of your sofa will wear more quickly than the rest of it, no matter what kind of filling is in it.

I've no idea what instructions Next give out with their sofas but in order to replump that so it looks okay you will need to pull the inner cushion out of the cover, grab the fibre filling with your hands from the flat end and physically pull it up while trying not to break the fibres. The usual "put it on the floor and beat it" method isn't going to do much there as all the filling has moved down the other end. You need to physically put the fibres back where they were.

sheramber

You bought two sofas. What has happened with the other one? Is it the same?

Sandtree

JetpackVelociraptor said:

Foam cushions used in upholstery are a different type of foam to memory foam, which is almost certainly why they're refusing to supply this. Foam fillings usually cost more so they may want you to pay more for a foam filling as you originally bought fibre. If all they're going to do is add more fibre that should help but it will make it firmer too, as they'll be more filling in it.

The website says it has a foam filling rather than fibre, which I thought was odd as there is clear displacement occurring and only ever known foam to be solid blocks