Sofology Sofa - What should I do with this case?

GadgetGuru

3 seater and a 1.5 seater purchased from Sofology.
After a 3 month wait, these were delivered on 14th Oct 2023

I have also purchased the extra accidental damage cover guarantee, which should cover everything, and expires Oct 2028.

The 3 seater is perfect - all OK. No issues, considering we use it more then the 1.5 seater. 
The 1.5 seater is dipping in the seat area - like the foam has already sagged. Noticed this early on. It feels noticeably softer then the 3 seater, and due to the sagging it has already creased all over - looks years old rather then 3 months!

Contacted Sofology and raised a support ticket on 20th Dec 2023 via phone.
Was told to email in some images - they send me a list of required images - Took all images and emailed across on the same day.

Chased 3 times, and finally received a response today. 

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Their Response:
Good Afternoon,
 
If cared for correctly, these seats will give you superior comfort and long-lasting durability. Foam is a resilient filling which requires less maintenance than a full fibre interior, however, just like the pillows on your bed, the fibre topping will matt together and compress every time you sit on them. This is completely normal and by plumping your cushions vigorously they should return to their original shape.
 
If daily maintenance is not carried out, the fibre interiors will flatten and compress considerably over time, which reduces comfort and can result in your cushions looking flat and uneven. By taking the time to plump each cushion daily and encourage air back into the fillings, you will prevent the fibre topping inside becoming matted.
 
Please click the following link to view our support video about our recommended plumping methods: https://www.youtube.com/watch?v=AdVTrF5poX4
 
I hope I have been able to explain why this happens, but do feel free to reply to this email if you wish to discuss this further.

Product Support Advisor | Sofology

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Considering I paid an extra £300 or so for their insurance cover, and considering the unit was only 2 months old when the issue was raised with them, I feel this is a fob off. 

How many of you actually plump your sofa seat every time you have sat on it??

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My Response:

Hi

Many thanks for your response - although it has taken almost 20 days to respond with advice that I am not happy with.

The item was less than 2 months old when this issue became apparent. I would not expect an item that is 2 months old, and is of great expense, coming from a luscious brand as Sofology, to exhibit such faults after such a shirt time. 

Plumping a cushion is a straightforward and easy process - I have had a sofa for over 5 years where we plump cushions regularly and they are still looking great. I do not expect to have to plump a seat, however, EACH AND EVERY time I have sat on it. This is impractical. 

Even so, I have also purchased the matching 3 seater alongside this faulty unit. The 3 seater is perfect - the unit is used more in fact, and the seats have not sagged as much as this single seater, leading me to believe there is a manufacturing defect with this unit, or a defect either with the foam or the interior. Had it of been down to improper care, surely I would have seen the same issue with the 3 seater, which is used more then the single, and is cared for just the same?

As it stands, the item is still under 3 months old to this day, and looks as thought it is several years old already. 

I would like for your engineer to come and inspect the item - it is certainly not right - and I am not accepting the ‘plumping’ solution you have offered. 

Please do feel free to contact me on 07xxxxxxxxxx should you wish to discuss further. 

Many thanks

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I'm not sure what my options are?

What should I be asking for and what are my available rights?

Thank you

PHK

It's normal to plump cushions, we do it during our weekly clean. And tidy up before going to bed. 

GadgetGuru

Plumping cushions is normal, but I'm talking the actual seat surface - plumping every time you have sat down on it?

I have never had this issue with any other sofa - even the 3 seater that accompanied this 1.5 seater is fine. This 1.5 seater looks like it has sagged within 2 months of very light use. 

GadgetGuru

Seems like Im not alone : https://forums.moneysavingexpert.com/discussion/5808499/3-month-old-sofology-sofa-sagging-badly

SuburbanMan

Our experience of Sofology (Aug 2024) is similar to other reviews online in that their sales representative in store was very knowledgeable and truly helpful but the post-delivery experience was of a much lower standard.  The delivery guys pointed out that the corner unit of our new corner sofa did not align very well with the two side units and so they helpfully corrected it with some carpet tile under the rear leg and then took a photo.  In fairness, the sofa is fully usable and it's not a huge problem but I had expected some recognition from Sofology since the sofa had cost over £4,000 (if it had been cheaper, I would have had lower expectations of quality and not bothered calling them - which was a frustrating experience).  The sofa also still has a nauseating chemical smell that hopefully may fade over time.  There's some (minor) cushion sagging but that's not excessive at this stage. 

My point to readers is that the relatively poorer post-sale experience lets down the good pre-sales staff and undermines Sofology's premium pricing positioning.  Therefore potential customers need to ask for really clear assurances from Sofology sales staff (ideally in writing) up front as to what quality of finish and follow-up service to expect post sale.

Pollywolly999

Hi can I ask if anyone on here has managed to fight Sofology on this. We are in a similar situation with the recliner creaking etc. Their technician even broke a leg pushing it back to the wall. I’ve got an independent due to inspect the sofa to try to help argue my case of it aging prematurely. We’ve had it less than a year and already had the technician out once. Because it’s not a technical fault they claim they can’t do anything 

GadgetGuru

Never got anywhere with my case. 
An engineer came and claimed nothing was wrong, and he even advised me to give it 6 months and phone back in again!
Might just do that, but I will never purchase from Sofology again.