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Original poster

Next Sofa Very Uncomfortable and not happy with resolution

39 replies

DBD1975 · 07/01/2026 15:06

Purchased a Next sofa and very unhappy with how uncomfortable it is.

Technician has been out and told me I need to take the cushions out of the covers and replump on a regular basis. Seat cushion covers are very tight and this is hard work and time consuming.

I was not happy with this and I have spoken further with Next who have advised they will resend new seat cushions as a goodwill gesture but the new seats will require regular plumping.

Apparently because I haven't been plumping regularly the seat cushions have 'impacted' and are now 'damaged' and will always be uncomfortable.

I just want a comfortable sofa I can sit on without having to regularly maintain it!

I have never had a sofa before which has needed to be treated in this way and I didn't realise this was a thing.

Am I being unreasonable to think this is unacceptable?

OP posts:
Shutuptrevor · 07/01/2026 18:01

Are they feather? Feather sofa cushions are a giant PITA.

Can you ask for a different style cushion instead? Or for the equivalent refund and then put that towards foam cushion replacements?

tinyspiny · 07/01/2026 17:58

After 10 months it seems to me that they are being more than reasonable . Have you complained to them in the intervening 10 months ?

Squirrelblanket · 07/01/2026 17:56

SmaugTheMagnificent · 07/01/2026 15:23

I had a Next sofa a couple of years ago. They had two comfort categories then, I think called firmer sit and relaxed sit? The website said the relaxed sit sofas needed plumping regularly, but firmer sit sofas didn't. We made sure we bought a firmer sit sofa because we couldn't be arsed fluffing it every day.
They should be clear at some point that you need to plump it though. I think it says this on the product info on the website?

Edited

We had a similar thing with a sofa we bought from DFS. There were two different fillings, one which required regular plumping (cheaper) and one which didn't. Obviously my husband insisted on the cheaper one.

Anyway it was a pain the arse and very quickly uncomfortable. We found a local company who specialise in replacing the 'plumping' fillings with regular fillings and my husband paid for this himself. Lesson learned. 😂

(The sofa has been great since.)

TheRealMagic · 07/01/2026 17:44

DBD1975 · 07/01/2026 17:05

My argument is it is not fit for purpose and it is unreasonable to expect people to plump actual sofa cushions regularly.

Show quote history

I personally wouldn't describe something impractical as not fit for purpose, and I'm not sure that it legally is. For instance, there are lots of counter top or floor materials I would never ever buy because they require, to me, entirely unreasonable maintenance levels or far too much care to be taken in their use - but I don't think that means that, say, wooden counter tops can't be sold because they're not fit for purpose. I think some types of sofa do need loads of plumping (e.g. feather). I agree that they should have been clearer at the point of purchase, but I think agreeing to replace them after 10 months is very adequate compensation for that.

TheMateofOphelia · 07/01/2026 17:43

I had some success with this previously. Will update later.

mummymummymummummum · 07/01/2026 17:38

DBD1975 · 07/01/2026 17:05

My argument is it is not fit for purpose and it is unreasonable to expect people to plump actual sofa cushions regularly.

Show quote history

Plumping cushions is a common expectation. I vividly remember the sales lady demonstrating what we had to do!

Nourishinghandcream · 07/01/2026 17:35

Not at all unknown but agree it may be more uncommon nowadays.

We had a beautiful suite from The Furniture Workshop (now defunct unfortunately).
All cushions were feather filled and while being superbly comfortable, it was necessary to plump them up & turn them (the plumping was actually quite physical work, we would turn them on edge and literally flail our arms and punch the cushions).
Was quite fun and really good exercise.😆

Original poster
DBD1975 · 07/01/2026 17:05

TheRealMagic · 07/01/2026 16:55

I thought it was going to be brand new. If it's 10 months old I think the offer of new cushions is pretty exceptional customer service, and it doesn't seem likely to me that you're going to get any more. It isn't actually broken/not as sold, you just don't like it.

Show quote history

My argument is it is not fit for purpose and it is unreasonable to expect people to plump actual sofa cushions regularly.

OP posts:
TheRealMagic · 07/01/2026 16:55

DBD1975 · 07/01/2026 15:59

Ten months but it has only been as a result of discussing with friends and family over Christmas, who thought it was so uncomfortable we ended up sitting in the dining room, it has made me think the situation is not acceptable.
The opinion was the maintenance is ridiculous and nobody else had a sofa where this was necessary.

Show quote history

I thought it was going to be brand new. If it's 10 months old I think the offer of new cushions is pretty exceptional customer service, and it doesn't seem likely to me that you're going to get any more. It isn't actually broken/not as sold, you just don't like it.

Hegharty · 07/01/2026 16:51

DBD1975 · 07/01/2026 15:59

Ten months but it has only been as a result of discussing with friends and family over Christmas, who thought it was so uncomfortable we ended up sitting in the dining room, it has made me think the situation is not acceptable.
The opinion was the maintenance is ridiculous and nobody else had a sofa where this was necessary.

Show quote history

Ten months is quite a long time to now change your mind. I imagine Next will say they have no idea if you have been plumping and how often, and so you contributed to the firmness of the sofa (not saying you did, just that I expect them to say that!).

Original poster
DBD1975 · 07/01/2026 15:59

CraftyNavySeal · 07/01/2026 15:34

How long have you had it?

I would return it. I bought a sofa online without trying and sent it straight back it was so uncomfortable. Current rental sofa is uncomfortable as well, some just are.

Ten months but it has only been as a result of discussing with friends and family over Christmas, who thought it was so uncomfortable we ended up sitting in the dining room, it has made me think the situation is not acceptable.
The opinion was the maintenance is ridiculous and nobody else had a sofa where this was necessary.

OP posts:
Original poster
DBD1975 · 07/01/2026 15:57

SmaugTheMagnificent · 07/01/2026 15:23

I had a Next sofa a couple of years ago. They had two comfort categories then, I think called firmer sit and relaxed sit? The website said the relaxed sit sofas needed plumping regularly, but firmer sit sofas didn't. We made sure we bought a firmer sit sofa because we couldn't be arsed fluffing it every day.
They should be clear at some point that you need to plump it though. I think it says this on the product info on the website?

Edited

Thanks, we ordered in store and were not advised of this information at the time of purchase.

OP posts:
CraftyNavySeal · 07/01/2026 15:34

How long have you had it?

I would return it. I bought a sofa online without trying and sent it straight back it was so uncomfortable. Current rental sofa is uncomfortable as well, some just are.

SmaugTheMagnificent · 07/01/2026 15:23

I had a Next sofa a couple of years ago. They had two comfort categories then, I think called firmer sit and relaxed sit? The website said the relaxed sit sofas needed plumping regularly, but firmer sit sofas didn't. We made sure we bought a firmer sit sofa because we couldn't be arsed fluffing it every day.
They should be clear at some point that you need to plump it though. I think it says this on the product info on the website?

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