Sofology advice

tank001

Hi all,

I’m looking for some advice on what I can do.

So I received the sofa on 10/07/24, it’s an electric recliner and headrest. 

Left side of the sofa electrics stopped working suddenly on the 23/12/24 

As you probably know it takes 12 weeks for a part to come so once the part came I booked in an engineer visit and it was the incorrect part it needs a whole new part. 

I now have to wait another 12 weeks for this part to come whilst not being able to use my sofa properly, how is this okay? I’ve paid a premium for a sofa and I’ve not been able to use it longer than having the actual sofa. 

Is it worth complaining and what should I ask for? 

the_lunatic_is_in_my_head

Hello OP

You could reject the sofa for a refund (minus a value to cover some use 10 months) but if you like the sofa and want it repaired then it is a waiting game.

No harm in complaining higher up (check the CEO email site for Sofology to see if there's an email address for the CEO office), you might get the part quicker, they might offer a few quid to say sorry.

There's no entitlement to compensation for a delayed repair under consumer rights, instead you have the right to reject as above  

sonearandyetsofa

Before you contact them to ask for something, have a good think about what you want. Do you want them to find a way to fix it faster? They might not be able to make it happen, but I think 12 weeks to source a part is a bit long unless it's an upholstered piece or custom made. Is there amount of monetary compensation that would make you feel better about the wait? Or do you want to reject the sofa and order elsewhere? Once you know what you want out of this, you're in a better position to raise a complaint.

Aylesbury_Duck

Is the sofa entirely unusable to you as a result of the fault in the reclining system?

tank001

sonearandyetsofa said:

Before you contact them to ask for something, have a good think about what you want. Do you want them to find a way to fix it faster? They might not be able to make it happen, but I think 12 weeks to source a part is a bit long unless it's an upholstered piece or custom made. Is there amount of monetary compensation that would make you feel better about the wait? Or do you want to reject the sofa and order elsewhere? Once you know what you want out of this, you're in a better position to raise a complaint.

Sorry for the late reply. I really like the sofa so I would want compensated if that’s even possible? 

tank001

Aylesbury_Duck said:

Is the sofa entirely unusable to you as a result of the fault in the reclining system?

Correct. The sofa is in one position so unable to recline and use the headrest. 

Aylesbury_Duck

tank001 said:

Aylesbury_Duck said:

Is the sofa entirely unusable to you as a result of the fault in the reclining system?

Correct. The sofa is in one position so unable to recline and use the headrest. 

So it's basically a normal sofa until it's fixed.  And presumably you can still use it.

tank001 said:

sonearandyetsofa said:

Before you contact them to ask for something, have a good think about what you want. Do you want them to find a way to fix it faster? They might not be able to make it happen, but I think 12 weeks to source a part is a bit long unless it's an upholstered piece or custom made. Is there amount of monetary compensation that would make you feel better about the wait? Or do you want to reject the sofa and order elsewhere? Once you know what you want out of this, you're in a better position to raise a complaint.

Sorry for the late reply. I really like the sofa so I would want compensated if that’s even possible? 

Compensation instead of having it fixed, or both?

sonearandyetsofa

I'm going to assume op wants compensation for the lack of function of the recliner for the duration that it's not working, plus the repair. OP, you should know that you're only legally entitled to the repair itself, or to reject the faulty item - but there's no harm in asking. Try to pick an amount that seems reasonable, bearing in mind the difference in price between the static and reclining versions of the same model, as well as the duration of time you'll be without the working recliner versus the length of time you expect the sofa to last overall (at least 5 years).