Furniture company won't provide full refund for faulty goods that they are unable to repair

ESBarrett

Bought sofa from Fabb Furniture and seating foam started to collapse shortly after delivery.  Technician inspected and confirmed defective seating foam.  Fabb Furniture refused replacement at that time and only offered a repair - which could not be scheduled until almost 6 months after delivery due to delays in delivery replacement seating foam and scheduling a technician.  Repair was performed last week but immediately we could tell the repair was not to "showroom quality" - and since then the seating foam has continued to collapse.  Fabb Furniture refuse to provide full refund - even though we believe the Consumer Rights Act states that we are entitled to this.  We have opened a case with the Furniture Ombudsman - but their reviews are appalling and it would seem to be biased towards the furniture retailers who fund the organisation.  We paid by 25% deposit with the remainder on financing - and have filed a complaint with the finance company.  We are in the process of filing a claim using our home insurance legal policy.  They have offered a replacement but we don't want that for a number of reasons - not withstanding the fact that we are entitled to a refund.  We have since had to buy a new couch because their one is causing hip and back pain.  What can we do to force Fabb Furniture to meet their legal obligation to provide a full refund and collect this furniture and the old seating foam?

DullGreyGuy

When was the item delivered, how many days later did you first inform them of the issues?

ESBarrett

Furniture was delivered last week of Aug-22.  Complaint was made on 16-Oct-22 (6-7 weeks following delivery).  Repair could not be scheduled until 22-Feb-23.  Informed them that repair was not successful on 23-Feb-23.

Alderbank

You are correct in saying that if the repair was unsuccessful you are entitled to a refund.

Have Fabb conceded that the repair was unsuccessful?
If they insist that the repair is OK you will need a report from an independent upholsterer to say the repair was unsatisfactory. 

ESBarrett

Many thanks everyone - a combination of a Resolver complaint - TrustPilot review - Citizens Advice letter and threat of using home insurance legal policy - has convinced them I know my legal rights and will take every action possible to exercise them.  Just heard from them and they are collecting the furniture and issuing a full refund.

Shellford

Hi
can I ask which sofa you purchased? I am having this nightmare right now with the foster sofa. I made contact with Fabb Furniture 23 days after delivery to say some of the seats were collapsing. 

They sent out a technician on 4th March who said not a manufacturer fault! 

The seating issue is getting worse daily and arches your back when led on it.
I have emailed them again today, I am well within my rights under the consumer rights act 2015 to have a full refund and I will be fighting for this. What will this sofa be like in another 3 weeks, it’s an absolute joke and by far the worst sofa I’ve ever purchased at a cost of almost £2,000 with the protection you’re talked into buying.
any help or tips you can provide I’d be grateful for? X

born_again

Shellford said:

Hi
can I ask which sofa you purchased? I am having this nightmare right now with the foster sofa. I made contact with Fabb Furniture 23 days after delivery to say some of the seats were collapsing. 

They sent out a technician on 4th March who said not a manufacturer fault! 

The seating issue is getting worse daily and arches your back when led on it.
I have emailed them again today, I am well within my rights under the consumer rights act 2015 to have a full refund and I will be fighting for this. What will this sofa be like in another 3 weeks, it’s an absolute joke and by far the worst sofa I’ve ever purchased at a cost of almost £2,000 with the protection you’re talked into buying.
any help or tips you can provide I’d be grateful for? X

OP was last active Feb 28, 2023.