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  • FIRST POST
    • gazb
    • By gazb 10th Mar 18, 4:15 PM
    • 11Posts
    • 4Thanks
    gazb
    3 Month Old Sofology Sofa Sagging Badly
    • #1
    • 10th Mar 18, 4:15 PM
    3 Month Old Sofology Sofa Sagging Badly 10th Mar 18 at 4:15 PM
    Hi,

    I purchased a sofa from sofology and it was delivered on the 23rd December.

    Within a couple of days the sofa had started sagging quite badly. I spoke to them to log a complaint and the told me to plump up the sofa by working from the middle to each corner every time we've sat on it!

    We gave it a few weeks and it got a lot worse. I spoke to them again and emailed some photos and even the lady on the phone was shocked how bad it was!

    They arranged a technician to come and have a look. He came a couple of weeks later. He said with it being a brand new range they've had a lot of complaints about this particular range and that the filling was too soft and it would need new better quality filling. He turned the sofa over, unzipped the bottom and started pulling off the elastic supports that the cushions sit on saying that when they'd been manufactured, the warm foam filling had stuck to the elastic which then stops the air circulating the foam and stops it re filling causing the sagging look. He said that that's what he's been told to do and that it wouldn't stop it and that it would need new better quality filling but NOT to say that he'd said that! (Shocking) he said give it a couple of weeks and then call them back and say that I'm still not satisfied.

    I called them today and they are saying they won't take it any further as the technician has said that he solved the problem and there's no longer a problem with the sofas!

    Where can I go from here? The sofa is the new linara range and cost 3300 for a 4 seater, a 2 seater and a footstool

    Any help would be great! Cheers







    This is the 2 seater, we've hardly sat on the left hand side

    Last edited by gazb; 11-03-2018 at 6:52 PM. Reason: .
Page 1
    • gazb
    • By gazb 12th Mar 18, 5:10 PM
    • 11 Posts
    • 4 Thanks
    gazb
    • #2
    • 12th Mar 18, 5:10 PM
    • #2
    • 12th Mar 18, 5:10 PM
    Does anyone know where I can go from here? Or am I'm being unreasonable? any help or advice would be greatly received, Many thanks
    • Ganga
    • By Ganga 12th Mar 18, 5:51 PM
    • 1,892 Posts
    • 1,082 Thanks
    Ganga
    • #3
    • 12th Mar 18, 5:51 PM
    • #3
    • 12th Mar 18, 5:51 PM
    You could stand outside the store with a sign saying DO NOT BUY FROM HERE UNLESS YOU WANT BAD SERVICE ,take some pictures and hand them out as flyers,should get some action.
    ITS NOT EASY TO GET EVERYTHING WRONG ,I HAVE TO WORK HARD TO DO IT!
    • m0bov
    • By m0bov 12th Mar 18, 6:49 PM
    • 1,679 Posts
    • 1,071 Thanks
    m0bov
    • #4
    • 12th Mar 18, 6:49 PM
    • #4
    • 12th Mar 18, 6:49 PM
    Send an LBA and then pursue a repair or replacement. Did you pay on credit card or finance?
    • gazb
    • By gazb 12th Mar 18, 9:21 PM
    • 11 Posts
    • 4 Thanks
    gazb
    • #5
    • 12th Mar 18, 9:21 PM
    • #5
    • 12th Mar 18, 9:21 PM
    I'd stand outside the shop happily, but being a law abiding citizen, I'd probably end up spending the night in a cell!

    Sorry mObov, what's an LBA? I'm not clued up on this sort of thing. I payed using the interest free finance.
    Last edited by gazb; 12-03-2018 at 9:27 PM. Reason: .
    • m0bov
    • By m0bov 12th Mar 18, 9:29 PM
    • 1,679 Posts
    • 1,071 Thanks
    m0bov
    • #6
    • 12th Mar 18, 9:29 PM
    • #6
    • 12th Mar 18, 9:29 PM
    Letter Before Action. You will need to send it to the finance company and sofology as they are jointly liable.
    • Curlyd
    • By Curlyd 9th May 18, 8:36 PM
    • 4 Posts
    • 1 Thanks
    Curlyd
    • #7
    • 9th May 18, 8:36 PM
    • #7
    • 9th May 18, 8:36 PM
    Having the same issue with the same sofa. I am constantly being told there is nothing wrong.
    • zeldah
    • By zeldah 15th May 18, 11:09 AM
    • 2 Posts
    • 1 Thanks
    zeldah
    • #8
    • 15th May 18, 11:09 AM
    • #8
    • 15th May 18, 11:09 AM
    We have had the same issue with our 4 seater sofa, and noticed this within 2 days of having the sofa. The 3 seater seems fine. When we looked underneath, there are more elastic straps on the 3 seater than the 4. Logic dictates that it should be the other way around.

    Sofology seem incapable of understanding what we are saying. We keep advising them that it is not just the leather which looks terrible, but that the support on the 4 seater is non-existant. You can feel the frame under you legs when sitting on it. After being seated for 10 minutes, the indent is ridiculous and does not "spring up" like the 3 seater does.

    A technician has been to view it, did not even bother sitting on the sofa, and just responded that according to his notes, it is fine because it is a soft filling.

    Sofology has advised us to "dress" the leather after sitting on it, and that they are closing the ticket as the technician says it is fine. We have been advised to give it another 4 - 6 to see if it improves ..! ?
    • Curlyd
    • By Curlyd 21st May 18, 11:52 AM
    • 4 Posts
    • 1 Thanks
    Curlyd
    • #9
    • 21st May 18, 11:52 AM
    • #9
    • 21st May 18, 11:52 AM
    Zeldah Have now got technician booked but not holding out much hope. I could have wrote your post for you as have got exactly the same issues! Looking at other reviews Sofology seem to copy and paste their email responses regarding looking after the furniture. At least I have some evidence of issue from others when I get a visit.
    • I.Wicks
    • By I.Wicks 26th May 18, 10:45 AM
    • 1 Posts
    • 0 Thanks
    I.Wicks
    liveno furniture
    Hi just starting the same journey as yourself with a levino model looks as if this is the thing with there furniture .One chair is sagging after two months you get no joy of there customer after care teams they all give you the same answers call centre cindrome!!! If i get no joy i will be gretting an independant survey of the funiture then go back to then and if i get no joy i will take them to the small claims court this one other option i know it is a hastle but they do not like it either.
    • ossettbob
    • By ossettbob 31st May 18, 8:29 AM
    • 11 Posts
    • 6 Thanks
    ossettbob
    I bought two 2-seater sofas from them. Had a dispute with them about delivery period & kept putting repeat reviews on Trustpilot. I was quoted 10-12 weeks maximum from sales advisor but he said it would be less. I eventually received response the day after the sofas were delivered....14.5 weeks. I then told them that I was not happy with the foam filling which was ignored. I posted another review giving my overall experience & my complaint about the foam. I got reply complaining about my repeat reviews along with false statements about my comments. They made out that I was telling a pack of lies. They also said that all furniture "settles" & you need to plump the seating. Mine have fixed cushions & you can`t get your hands in.The result was that they got me banned from Trustpilot !.
    Just after we received the sofas, we had some work done in our house. I told the guys not to buy from Sofology as their quality was sub-standard. One of them said he had bought from them. I asked him if the foam went flat. He said "only where you sit on them!". We both were of the opinion that the showroom models are filled with high density foam & not the cheaper fibre foam in the furniture you receive. Only one of our sofas has been sat on but it looks worn after only 6 weeks. I am going to see how they perform over the next few weeks. It they get worse, which I`m sure they will, I will then obtain a report from an idependent upholsterer. Following that, the only option is legal action as they always say there is nothing wrong with their furniture. It seems that you only get anywhere when you go to the small claims court.
    I have spent hours on the internet looking for comments etc. about Sofology. Wish I had done my homework before purchasing !. I have never dealt with such a bad company in all my private or working life & I am 74.
    Last edited by ossettbob; 31-05-2018 at 10:25 AM.
    • Ashleyy
    • By Ashleyy 1st Jun 18, 5:00 PM
    • 1 Posts
    • 0 Thanks
    Ashleyy
    We're in the same boat. After multiple mistakes and delays with the order it arrived and is sagging and uncomfortable. I was 6 months pregnant when we ordered the sofa. We specifically chose the firmer filling due to my pregnancy and my partners bad back. At no point did the salesman state there would be a drastic decline in the firmness of the sofa.

    Sofology have however stated that it is perfectly acceptable and that daily maintenance is required should I want a plump sofa. Specifically daily maintenance is daily removal of the cushions off the furniture,opening the zip at the back and manually separating the fibres with your hands... grabbing the fibres inside the cushion through the inner cover and pulling them apart or separating them.

    Sofology are completely dismissive of my complaint and want to charge me 70 for someone to inspect it. We spent a lot of money on something that isn't fit for purpose. I'm so frustrated and upset
    • J1085
    • By J1085 4th Jun 18, 2:47 PM
    • 1 Posts
    • 0 Thanks
    J1085
    I have had the exact same problem with the linara corner sofa in the utah grey, didnt recieve the leather care i ordered with it, noticed after a few days there was snagging on the stitching in a few places and some minor marks, after googling it found out there are a lot of people having issues with sofology! There is even a group on facebook called sofology fails! Immediatley i decided i would request a return and submitted my complaint including photo evidence etc,... found the customer service absoloutley terrible and almost non exsistent! Anyway as the days went by realised the sofa was sagging badly so just requested it be returned and canceled, sofology assured me it was as meant to be and could get repairs carried out etc as non returnable, so i just bombarded them with constant emails and pictures demanding the take it back and i raised a s75 with the finance company, .. they sent a technician and i refused any repair and did not sign to say i accept the repair, after 4 weeks they have finally agreed to collect the sofa and refund the deposit etc after i sent about a thousand emails stating i would report to trading standards, furniture ombudsman etc! I think its because i demanded the return within the first 14 days that they had to comply
    • Curlyd
    • By Curlyd 4th Jun 18, 6:23 PM
    • 4 Posts
    • 1 Thanks
    Curlyd
    S75
    Hi j1085

    Could you explain what the S75 is you refer to. Is this some way of complaining to the finance company?

    Thanks
    • Jessy07
    • By Jessy07 25th Jun 18, 7:31 PM
    • 27 Posts
    • 7 Thanks
    Jessy07
    Hi our sofa is sinking when you sit on it. Just wondering did you buy the cover from them?
    • Curlyd
    • By Curlyd 27th Jun 18, 12:27 PM
    • 4 Posts
    • 1 Thanks
    Curlyd
    Taking them to Ombudsman for what it!!!8217;s worth. Has visit from technician who agreed it was bd but that is what the filling will do as it is not fit for purpose to give the effect that they sell the sofa on due to the materials inside. Said that Sofology salesmen should explain that this is what will happen. What can you expect when Sofology are paying the 50 for the visit. As expected Sofology dismissed the claim. Ombudsman here we come!!
    • lesjoan01
    • By lesjoan01 26th Jul 18, 7:55 AM
    • 5 Posts
    • 4 Thanks
    lesjoan01
    Service Manager Visit for a damaged sofa
    Hi everyone,


    I know this is potentially a long shot but here goes. I purchased my sofa from Sofology (was SofaWorks) and it was delivered in April 2015. I have noticed that the left hand side of the sofa is sagging and on inspection the wooden slat is broken. There are only two adults in my house and there has been no 'sofa abuse' i.e. people jumping on it or sitting down with force. I contacted Sofology and they said I am covered by the 5 year structural guarantee - great. I then received an email stating that a Service Manager would come out to inspect the damaged sofa at a cost of 69. Now I know the sofa is over 3 years old (still looks brand new) and I know in the grand scheme of things 69 is not a massive fortune but surely if I am covered by a structural guarantee I should not have to pay for someone to come out and look at it!! - or am I completely wrong here?


    Any help of advice would be greatly appreciated


    Many thanks


    Lesley
    • theonlywayisup
    • By theonlywayisup 26th Jul 18, 8:08 AM
    • 13,803 Posts
    • 9,515 Thanks
    theonlywayisup
    Hi everyone,


    I know this is potentially a long shot but here goes. I purchased my sofa from Sofology (was SofaWorks) and it was delivered in April 2015. I have noticed that the left hand side of the sofa is sagging and on inspection the wooden slat is broken. There are only two adults in my house and there has been no 'sofa abuse' i.e. people jumping on it or sitting down with force. I contacted Sofology and they said I am covered by the 5 year structural guarantee - great. I then received an email stating that a Service Manager would come out to inspect the damaged sofa at a cost of 69. Now I know the sofa is over 3 years old (still looks brand new) and I know in the grand scheme of things 69 is not a massive fortune but surely if I am covered by a structural guarantee I should not have to pay for someone to come out and look at it!! - or am I completely wrong here?


    Any help of advice would be greatly appreciated


    Many thanks


    Lesley
    Originally posted by lesjoan01
    If you are claiming on their guarantee, then you need to abide with the terms and conditions of that guarantee.
    • lesjoan01
    • By lesjoan01 26th Jul 18, 8:40 AM
    • 5 Posts
    • 4 Thanks
    lesjoan01
    I have checked the Sofology Customer Charter and Terms and it under the Structural Damage section there is no mention of having to pay a charge for inspection. I have checked the rest of the Terms and cannot find anything related to a charge out fee for inspection. It mentions about a technician will visit and repair (I guess this would be after the Service Manager has been) - but again there is still no mention of a charge.
    • theonlywayisup
    • By theonlywayisup 26th Jul 18, 9:14 AM
    • 13,803 Posts
    • 9,515 Thanks
    theonlywayisup
    I have checked the Sofology Customer Charter and Terms and it under the Structural Damage section there is no mention of having to pay a charge for inspection. I have checked the rest of the Terms and cannot find anything related to a charge out fee for inspection. It mentions about a technician will visit and repair (I guess this would be after the Service Manager has been) - but again there is still no mention of a charge.
    Originally posted by lesjoan01
    If those are the T&C then you need to go back to them and query the charge.
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