Furniture Village armchair seat problem

2childmum2

My parents ordered a reclining armchair from Furniture Village which took 16 weeks to be delivered, arriving Thursday 9th May.  The material on the seat, and to a certain degree on the back, appeared to stretch after only using it a couple of times - there is a very clear circle where my dad sits and the material at the back of this circle is all puckered up.  It won't smooth out. My dad took a photo and showed the manager at the store who agreed it should not have done that and has emailed him the 5 year guarantee, but offered no other help.

I would be grateful for any advice about where they stand with this - I don't think they have been able to work out what to do with the guarantee, but I'm not sure whether the guarantee is the best place to turn or whether there is some sort of consumer right they can turn to.  They are also concerned that because it was ordered 16 weeks earlier they have lost any rights, although I would assume that time would start from when they took delivery.

Thank you in advance for your help.

DullGreyGuy

What resolution do you want?

You could reject the goods as they are under 30 days old and get a full refund or report the goods as faulty and they'll send someone out to inspect and probably repair. 

2childmum2

I'll have to talk to my parents about what they would like.  How would they go about doing either of those things?

2childmum2

Also - if they were to reject it who would pay to have it collected?

Lizzie2995

Make sure you document everything in writing to Furniture Village. They will do everything they can to avoid you rejecting the sofa. I would suggest you look at the Facebook page “let down by furniture village” if you need specific advice. 

DullGreyGuy

2childmum2 said:

Also - if they were to reject it who would pay to have it collected?

Ultimately the retailer has to cover the cost, it's likely they'd arrange collection but otherwise you pay and reclaim it.