Sofology can I get a refund? 15 October 2022 at 7:32PM in Consumer rights 29 replies 1.7K views

Aylesbury_Duck

^^ I agree, it sounds like a knee-jerk reaction to some online reviews.  If the sofa ends up being faulty, you have consumer rights you can exercise.  At the moment, you have no grounds to exercise them.

Manxman_in_exile

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'...

Eh?

As others have pointed out you seem to have got that 100% wrong!  It specifically says that the customer cannot cancel the order unless Sofology are at fault.

Yes - the customer can make changes to the order, but I don't think anybody could reasonably argue that completely cancelling an order is the same as making changes to it.

Manxman_in_exile

@B17Fan -  have they accepted your order and is there a contract in place yet?  If they haven't, contact them now and tell them you are withdrawing your offer to buy before they accept it and before a contract is formed under their T&Cs.  Might work.  Might not...

Read item 9 of the T&Cs MalMonroe linked to.  (If those are the T&Cs covering this)

B17Fan

Phew! It is sorted! The customer services told us that we can amend our order to anything in store, not cancellation. We took that to mean changing the sofa order to another sofa...but she said absolutely anything in store. So we called the store and have ordered 1 scatter cushion from clearance for £15. Still spending out, but we can afford to lose that, rather than nearly a grand!!!! So that is the way round it...

Dazed_and_C0nfused

B17Fan said:

Phew! It is sorted! The customer services told us that we can amend our order to anything in store, not cancellation. We took that to mean changing the sofa order to another sofa...but she said absolutely anything in store. So we called the store and have ordered 1 scatter cushion from clearance for £15. Still spending out, but we can afford to lose that, rather than nearly a grand!!!! So that is the way round it...

Wouldn't it have been better if it was amend the order to anything in store and get a refund of anything you had paid as the deposit above that?

Or is that what you mean?

B17Fan

Dazed_and_C0nfused said:

B17Fan said:

Phew! It is sorted! The customer services told us that we can amend our order to anything in store, not cancellation. We took that to mean changing the sofa order to another sofa...but she said absolutely anything in store. So we called the store and have ordered 1 scatter cushion from clearance for £15. Still spending out, but we can afford to lose that, rather than nearly a grand!!!! So that is the way round it...

Wouldn't it have been better if it was amend the order to anything in store and get a refund of anything you had paid as the deposit above that?

Or is that what you mean?

Yes that's what I meant. The money we've paid, minus the £15 for the cushion, will be refunded 

born_again

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 

Can I just balance this out
Aug 8, 2016 You've had your sofa for a little while now and we'd love to hear what you think of it.

Well 6 years later it is still going strong. with no issues. 5 of these years it has been abused by 2 dogs sitting on the back of the cushions so they can look out of the window. All they need is plumping up now & again. We only got a 3 seater sofa, as that is all we need, for 3 people & 2 dogs.

pinkshoes

B17Fan said:

Phew! It is sorted! The customer services told us that we can amend our order to anything in store, not cancellation. We took that to mean changing the sofa order to another sofa...but she said absolutely anything in store. So we called the store and have ordered 1 scatter cushion from clearance for £15. Still spending out, but we can afford to lose that, rather than nearly a grand!!!! So that is the way round it...

Are you sure you have this right?

Usually, that would mean if you bought a £15 cushion, then you would end up with a credit note of the remaining balance to spend in store...

So have they already refunded you the rest of the £500 (or whatever the 50% deposit was)?

TimSynths

B17Fan said:

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 

Well the salesperson won't be getting paid and could have spent that time with a real customer earning their commission and putting food on the family table.

B17Fan

pinkshoes said:

B17Fan said:

Phew! It is sorted! The customer services told us that we can amend our order to anything in store, not cancellation. We took that to mean changing the sofa order to another sofa...but she said absolutely anything in store. So we called the store and have ordered 1 scatter cushion from clearance for £15. Still spending out, but we can afford to lose that, rather than nearly a grand!!!! So that is the way round it...

Are you sure you have this right?

Usually, that would mean if you bought a £15 cushion, then you would end up with a credit note of the remaining balance to spend in store...

So have they already refunded you the rest of the £500 (or whatever the 50% deposit was)?

Yes, no credit note. Because we're still spending money in their store, they had to refund the difference