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Original poster

Terrible purchase and I am struggling to come to terms

190 replies

Smileyoubeauty · 17/05/2021 18:41

Hello wise mumsnetters

I am just looking for a shoulder to cry on.. Moved house 3 months ago and could not afford to buy a sofa. It's a really big deal for us as money is tight after the move etc. Didnt want to buy online as I hurt my back and really wanted to feel the firmness and support.

Our old sofas were leather reclining and lasted 13 years. This time I wanted fabric as little ones much older and I guess I wanted something warmer as well.

Went instore twice to popular furniture store and did my research. The sofa was firm and great and I figured as well that with it being instore and lots of people sitting in it,it would be a good indication of firmness as well.

They were a bit pricey but DH and I guessed that it would be worth it seeing as the last ones lasted 13 years and these ones would not be used as a trampoline as children older.

Got the sofas last week and the sofas sink when you sit in them not anywhere as firm as the ones instore. I have a bad back fell and injured myself so sinking or soft sofas are a definite NO.

Called the store and because I bought instore they cannot change them.Only had them 7 days. Had I bought online would have been able to change and get a refund within 14 days.

I am kicking myself so much and now I am stuck with sofas I cant sit on and still have to pay for. Took 0% interest but deposit paid with c/card. I am so upset with myself for being so stupid and not thinking this purchase through properly. I want to have a little cry as I cannot see the bright side of this at all.

The store have said that all they can do is send someone to have a look at them but basically it's no longer their problem and it's my own fault for not realising what their returns policy was.

I am just so upset - all that money we will have to pay. Can anyone help me with what I can do.

OP posts:
Original poster
Smileyoubeauty · 17/05/2021 19:01

I did ask for an exchange but they said No. Once you buy them instore they are yours- they will try rectify the problem even if it takes months but no way will they offer a refund or exchange.

I just cant bring myself to even go into the lounge have been sat in the bedroom since I got home from work - children at football practice with DH . I know I am being childish but I just cant help feeling so upset and it's really my own fault.

I just feel they are tainted now and even if extra foam or whatever they put in them is added it will always be a big ripp off. I am usually a sensible person but somehow I fell for the salesmans nonsense pitch. I just got so caught up in the excite. I know they are just sofas but I just cant snap out of it at the minute.

I just want to shout out to everyone who goes into that store and warn them not to buy instore and just try them out but order online- you have more protection that way.

OP posts:
Alternista · 17/05/2021 19:02

If it’s just the firmness you can buy firm foam cut to size pretty reasonably online.

ShirleyPhallus · 17/05/2021 19:03

What shop is it?

Interested in this thread?

Then you might like threads about this subject:

Home improvement
nameme8746 · 17/05/2021 19:06

Was there an option to opt for foam seats? They make a huge difference, if so, could you ask them to upgrade them now? Ours cost about £200, but our last foam cushioned sofa stayed firm 10+ years.

BelleBlueBell · 17/05/2021 19:07

@Smileyoubeauty

I did ask for an exchange but they said No. Once you buy them instore they are yours- they will try rectify the problem even if it takes months but no way will they offer a refund or exchange.

I just cant bring myself to even go into the lounge have been sat in the bedroom since I got home from work - children at football practice with DH . I know I am being childish but I just cant help feeling so upset and it's really my own fault.

I just feel they are tainted now and even if extra foam or whatever they put in them is added it will always be a big ripp off. I am usually a sensible person but somehow I fell for the salesmans nonsense pitch. I just got so caught up in the excite. I know they are just sofas but I just cant snap out of it at the minute.

I just want to shout out to everyone who goes into that store and warn them not to buy instore and just try them out but order online- you have more protection that way.

So the salesman lied?

I'd definitely be pursuing that with the shop. Can you get a friend to go and in and ask the same questions you did and see if they lie to them too

The more evidence you can get the better to help your case

friggingnora · 17/05/2021 19:07

I'd go back to the shop (take one of your cushions with you if you can) and sit on the sofa again, to see if it really is firmer than the one you got.

If it isn't, then they haven't delivered what you ordered and they should rectify it.

luluskiptotheloo · 17/05/2021 19:07

If you live in Bedfordshire, Hertfordshire or Buckinghamshire BBC 3 counties radio do a show in the mornings which you can phone in and they will help with consumer problems.
If not maybe there is something similar in your area?

mainsfed · 17/05/2021 19:16

I think the issue here is that what you have purchased is not what was described.

Take one of the cushions from your sofa tot he store and compare it with the cushions on the sofa you're advertising.

Also, usually when my bought her sofas she was given the option for firmer foam cushions for an extra £100. Is this what's happened here, they had firm ones on display but they cost extra?

mainsfed · 17/05/2021 19:16

*advertised not described

DespairingHomeowner · 17/05/2021 19:19

NRTFT but I think there are 'support panels' you put between the sofa & cushions. They are intended to get more life out of sagging sofas - could that help? If that doesnt work, can you sell them soon as v nearly new & buy something cheaper but more suitable?

REALLY bad service from which ever retailer tbh!

FFSFFSFFS · 17/05/2021 19:19

what you have purchased is not what was described

This. If the one you showed had the upgraded foam then you were not provided with what was shown.

There is a Furniture Ombudsman if they have done something wrong.

I have just gone thoruogh the same emotional trauma if it helps. The person came out to see if there was a technical fault and there wasn't - its just that I should have got the foam stuffing. The difference is that I was offered it but declined but its all on me. Its not outrageously expensive to change it over so don't panic!

Mangofandangoo · 17/05/2021 19:21

I haven't read the thread but if it is DFS then complain and keep doing so untill they replace them.

Mangofandangoo · 17/05/2021 19:23

Sorry pressed send too soon. DFS tried to fob us off for months with a terrible sofa that was falling to bits when it was delivered. It took a lot of complaining but they have agreed to replace it. They always can do these things so don't let them fob you off

LadyLolaRuben · 17/05/2021 19:23

You paid in part (via your deposit) on a credit card, so you have protection through them. Why not give your credit card company a call to see if they offer any back up in this situation?

mainsfed · 17/05/2021 19:26

@FFSFFSFFS

what you have purchased is not what was described

This. If the one you showed had the upgraded foam then you were not provided with what was shown.

There is a Furniture Ombudsman if they have done something wrong.

I have just gone thoruogh the same emotional trauma if it helps. The person came out to see if there was a technical fault and there wasn't - its just that I should have got the foam stuffing. The difference is that I was offered it but declined but its all on me. Its not outrageously expensive to change it over so don't panic!

I agree, this can hopefully be resolved.

OP, don't lose heart.

Talkwhilstyouwalk · 17/05/2021 19:26

I have had exactly this situation with a sofa! Took Sofaworks to the ombudsman and everything! In the end we purchased new cushions from them at cost price. Initially we'd had foam but we switched to the other option. I would never buy from a furniture chain again, over priced rubbish!

dogsdinnerlady · 17/05/2021 19:27

If you like them and all else fails, you could get some thick ply cut to the right size to fit underneath the cushions. This would also enable you to have one seat soft, one firm if you wanted to,

Bluntness100 · 17/05/2021 19:29

Did you pay the deposit by credit card? If so it protects you for the whole purchase. As such go yo the credit card supplier and explain the goods are faulty and not as per the ones in store.

Kokosrieksts · 17/05/2021 19:31

OP I feel for you. It isn’t your fault though, if the sofa in the shop is different to yours, how could you possibly have known?

My advice would be to writes review on every social media platform (Facebook, google, trust pilot, Twitter etc.) as well as e-mails to head office and whoever higher up you can find. Make a big deal of it! Go back to the shop and ask for the manager.
It’s not right that you’ve been fobbed off.

Whitchurch · 17/05/2021 19:32

@Bluntness100

Did you pay the deposit by credit card? If so it protects you for the whole purchase. As such go yo the credit card supplier and explain the goods are faulty and not as per the ones in store.
You paid the deposit by credit card - get on to them now.
Paperreceipt · 17/05/2021 19:32

Lots of good advice by PP on the practicalities. I felt that there’s something going on for you emotionally too. I wonder if there’s some childhood echo for you in this experience? If so, I would encourage you to attend to this, in addition to the legal and financial aspects. Flowers

ChateauMargaux · 17/05/2021 19:34

Can you bring in the seat pads and compare them to the ones in store and ask to swap yours for the store ones? Get your DH to do it if you feel overly emotional about it. I am sorry you feel this way. When we have moved house, I have often felt like this about things.. it's taken 4 years for me to adjust to this one, the changes we had to make, furniture that doesn't fit, etc etc.. take care and give yourself a big hug.

CupoTeap · 17/05/2021 19:39

Stop being so hard on yourself , defo try your card company

Bluntness100 · 17/05/2021 19:40

You paid the deposit by credit card - get on to them now

Exactly she’s protected for the whole purchase. She needs to call the card supplier and request a section 75 refund.

IFiredUpTheQuattro · 17/05/2021 19:44

I just want to shout out to everyone who goes into that store and warn them not to buy instore and just try them out but order online- you have more protection that way

^ Years ago I did just that over a washing machine I had bought. It leaked from the word go, and 2 mechanic visits later was still no better. The shop tried to squeal out of it saying that my guarantee was almost out of date - note I said almost.

I went and stood on the pavement at their door and suggested to everyone to be careful as what had happened to me could happen to them. Many of them left after hearing my story.

The store manager stuck it an hour before he caved and said I could have a new one. I demanded it be delivered to my house that morning - I would follow in my car - and it had to be fitted and tested to be working by their engineer, else I was staying put at the shop.

I got my washer and it worked well for almost 2 decades.

Don't let them fob you off OP. Any item you buy new HAS to be fit for purpose. SHOUT if you have to.