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

B17Fan

TimSynths said:

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.

The salesman told us they're not on commission

robatwork

Do come back and update us once you've actually been refunded, as your interpretation of their interpretation of their Ts & Cs seems a little strange for a high st. business

B17Fan

robatwork said:

Do come back and update us once you've actually been refunded, as your interpretation of their interpretation of their Ts & Cs seems a little strange for a high st. business

We had an email to arrange a phone call for the refund. So that phone call happened today...we'll get the funds back in the next few days.

 you have 48 hours to amend it, so that's what we did. Well within the companies terms and conditions.

shiraz99

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. 

Try reading it again. The T&Cs clearly state "we are unable to cancel orders where Sofology is not at fault, as there are no statutory rights to change your mind".

shiraz99

B17Fan said:

robatwork said:

Do come back and update us once you've actually been refunded, as your interpretation of their interpretation of their Ts & Cs seems a little strange for a high st. business

We had an email to arrange a phone call for the refund. So that phone call happened today...we'll get the funds back in the next few days.

 you have 48 hours to amend it, so that's what we did. Well within the companies terms and conditions.

Actually, it isn't. The terms state that "we give all our customers, 48 hours from the day of purchase to double check everything on their order is correct, and customers can change the colour, combination or choice of range during this time".

Nowhere does it state you can amend the order to something completely different. I think they've merely stretched the meaning of the T&Cs as a bit of goodwill to you but I would hold your breath until you've actually got your money back, albeit minus the £15.

B17Fan

shiraz99 said:

B17Fan said:

robatwork said:

Do come back and update us once you've actually been refunded, as your interpretation of their interpretation of their Ts & Cs seems a little strange for a high st. business

We had an email to arrange a phone call for the refund. So that phone call happened today...we'll get the funds back in the next few days.

 you have 48 hours to amend it, so that's what we did. Well within the companies terms and conditions.

Actually, it isn't. The terms state that "we give all our customers, 48 hours from the day of purchase to double check everything on their order is correct, and customers can change the colour, combination or choice of range during this time".

Nowhere does it state you can amend the order to something completely different. I think they've merely stretched the meaning of the T&Cs as a bit of goodwill to you but I would hold your breath until you've actually got your money back, albeit minus the £15.

Maybe it was a bit of goodwill, who knows. I'll certainly update this post when we get our money back. 

robatwork

B17Fan said:

robatwork said:

Do come back and update us once you've actually been refunded, as your interpretation of their interpretation of their Ts & Cs seems a little strange for a high st. business

We had an email to arrange a phone call for the refund. So that phone call happened today...we'll get the funds back in the next few days.

 you have 48 hours to amend it, so that's what we did. Well within the companies terms and conditions.

Surprisingly generous interpretation of their own Terms. Hopefully for you they're as good as their word.

Gavin83

B17Fan said:

shiraz99 said:

B17Fan said:

robatwork said:

Do come back and update us once you've actually been refunded, as your interpretation of their interpretation of their Ts & Cs seems a little strange for a high st. business

We had an email to arrange a phone call for the refund. So that phone call happened today...we'll get the funds back in the next few days.

 you have 48 hours to amend it, so that's what we did. Well within the companies terms and conditions.

Actually, it isn't. The terms state that "we give all our customers, 48 hours from the day of purchase to double check everything on their order is correct, and customers can change the colour, combination or choice of range during this time".

Nowhere does it state you can amend the order to something completely different. I think they've merely stretched the meaning of the T&Cs as a bit of goodwill to you but I would hold your breath until you've actually got your money back, albeit minus the £15.

Maybe it was a bit of goodwill, who knows. I'll certainly update this post when we get our money back. 

So, despite the reviews they’ve given you some excellent customer service then. Kind of ironic really.

Good luck in finding a new sofa elsewhere.

B17Fan

Got our money back in our bank account today, minus the £15. What a relief!