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?