Sofology can I get a refund?

B17Fan

Today we have ordered a sofa from sofology in store. We paid half the money up front. We have since read terrible reviews about this company and no longer wish to purchase from this company. we are so worried that we won't get our money back. The salesman seemed quite pushy and didn't even give us the option of a small deposit. He just said we could pay it in full now, or pay half today and half when they arrange delivery. I don't see why they wouldn't refund...as the money hasn't even left our account yet...and it's not like the sofa has even been made yet. We cannot afford to lose that much money. Can anyone offer advice on what to do? Many thanks 

Zinger549

As you went to the showroom you don't have any rights to cancel. It will depend on what the returns/cancellation policy for in-store purchase is. Best thing to do is give them a call or go back to the shop and see what they say.

HampshireH

I don't think I've seen a sofa company with decent reviews.

There terms seems quite clear in no cancellation policy for changing your mind.

Their deposit terms state minimum of 10% or £100 whichever is greater. So paying half seems excessive.

As far as I know there isn't a statutory right to this when purchased in-store because you have changed your mind.

You really really should check reviews before making such big purchases if they are going to sway you.

Of course you can ask them

B17Fan

HampshireH said:

I don't think I've seen a sofa company with decent reviews.

There terms seems quite clear in no cancellation policy for changing your mind.

Their deposit terms state minimum of 10% or £100 whichever is greater. So paying half seems excessive.

I wonder if that is a technicality that we can use....the salesman didn't make it clear that they require either 10% or £100....he just said half or full amount. He didn't even mention the word deposit...just payment in full, half or credit agreement. 

flashg67

To be fair, you can find poor reviews on any company selling anything.  4.7 on trust pilot is actually very good?

MalMonroe

B17Fan said:

Today we have ordered a sofa from sofology in store. We paid half the money up front. We have since read terrible reviews about this company and no longer wish to purchase from this company. we are so worried that we won't get our money back. The salesman seemed quite pushy and didn't even give us the option of a small deposit. He just said we could pay it in full now, or pay half today and half when they arrange delivery. I don't see why they wouldn't refund...as the money hasn't even left our account yet...and it's not like the sofa has even been made yet. We cannot afford to lose that much money. Can anyone offer advice on what to do? Many thanks 

@B17Fan -

Hi, according to Sofology's T&Cs online, they say that they understand that you may wish to change your mind and if you bought in-store you have 48 hours to change your mind and let them know of any changes you wish to make, including cancellation.

https://www.sofology.co.uk/terms-and-conditions 

Scroll down to number 10 - "Your rights to make changes to the Contract". Under 'for purchases made on or after 1 August 2022', and then under that - 'for in-store purchases'.

So you could possibly cancel tomorrow or early Monday? Quote their own Terms and Conditions at them. If they say they no longer do that then tell them it shouldn't say so on their own website.

Good luck!  But if their website is right, then all is not lost. 

B17Fan

MalMonroe said:

B17Fan said:

Today we have ordered a sofa from sofology in store. We paid half the money up front. We have since read terrible reviews about this company and no longer wish to purchase from this company. we are so worried that we won't get our money back. The salesman seemed quite pushy and didn't even give us the option of a small deposit. He just said we could pay it in full now, or pay half today and half when they arrange delivery. I don't see why they wouldn't refund...as the money hasn't even left our account yet...and it's not like the sofa has even been made yet. We cannot afford to lose that much money. Can anyone offer advice on what to do? Many thanks 

@B17Fan -

Hi, according to Sofology's T&Cs online, they say that they understand that you may wish to change your mind and if you bought in-store you have 48 hours to change your mind and let them know of any changes you wish to make, including cancellation.

https://www.sofology.co.uk/terms-and-conditions 

Scroll down to number 10 - "Your rights to make changes to the Contract". Under 'for purchases made on or after 1 August 2022', and then under that - 'for in-store purchases'.

So you could possibly cancel tomorrow or early Monday? Quote their own Terms and Conditions at them. If they say they no longer do that then tell them it shouldn't say so on their own website.

Good luck!  But if their website is right, then all is not lost. 

I can't see the word cancellation in their terms and conditions 

pinkshoes

To be fair a friend of mine has an amazing Sofology sofa. She got messed around with delivery a couple of times but once it arrived all was good.

busybee100

It doesn't say cancellation but it does say you can change everything in the order so technically its not been ordered yet.

I would go back and complain that you felt under duress and ask why he took such a large deposit.

I would also ring citizens advice to lodge a complaint and get a reference number. Ask them the best way forward.

My son had 2 sofology sofas they were disappointed but they still have them and will be more careful next time. We all make mistakes, don't beat yourself up.

B17Fan

busybee100 said:

It doesn't say cancellation but it does say you can change everything in the order so technically its not been ordered yet.

I would go back and complain that you felt under duress and ask why he took such a large deposit.

I would also ring citizens advice to lodge a complaint and get a reference number. Ask them the best way forward.

My son had 2 sofology sofas they were disappointed but they still have them and will be more careful next time. We all make mistakes, don't beat yourself up.

That's a very good point about the 48hrs. The store opens at 11am tomorrow....so I'm going to ask what costs have been incurred in the 19hrs since we ordered 

Alderbank

If you have changed your mind you have nothing to lose by going back and talking to the manager. He might well have the discretion to cancel the sale. But remember you are asking as a favour. Don't demand!
You asked about your consumer rights and the law is that you have made a binding agreement to buy. Nothing to do with what costs they have or have not incurred. They say you can make changes but that means you can say 'We've decided we want it in red instead of the blue', not that you can just walk away from your agreement.

I think you have a touch of buyer's remorse. Remember that you have looked at the sofa, examined it, sat on it and you liked what you saw. Liked it enough to decide you both wanted to have it. That hasn't changed. 

I would say relax and look forward to your new sofa. When it arrives it should be exactly what you saw and liked so much in the shop. If it is not then that is a different matter entirely, in that case come back here and we will advise you how to get what you paid for and expected.