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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:
daisychain01 · 17/05/2021 20:17

OP of course the store will do everything they can to push back on you- they will keep arguing and giving you faulty information to try and con you into believing you don't have consumer rights. You do.

If the sofa doesn't even support your weight, then it definitely isn't fit for the purpose they were intended. It the sofa isn't the same quality as the one you tried out in store, then you've done the right thing by highlighting your dissatisfaction.

You should not have to go to the expense of getting the sofa modified, no way. They need to give you a refund, or if you can go to the store and find an alternative that is supportive for your spine, they need to exchange it.

daisychain01 · 17/05/2021 20:17

I would start by sending them an email so you start to create an audit trail.

Bluntness100 · 17/05/2021 20:21

@littlepattilou

What *@Bluntness100* said, the OP doesn't need to spend money to try to improve or FIX this item. She is entitled to a refund.
Or contact the ceo or anything else. She’s covered. If the goods are not as sold her credit card company will issue a refund and it is then their fight with the supplier.

Interested in this thread?

Then you might like threads about this subject:

Home improvement
thinkingaboutLangCleg · 17/05/2021 20:22

OP, I hope you get your money back, or the sofa you were led to believe you were buying. Keep demanding it — you are in the right.

Unbelievable that retailers can get away with this. This thread has been a revelation to me, and I expect to many other people who didn’t know this sharp practice was common place.

HaveringWavering · 17/05/2021 20:27

www.moneysavingexpert.com/reclaim/section75-protect-your-purchases/

Don’t know if anyone has posted this link above, it is a clear guide to how a Section 75 claim against the credit card company can be made.

harriethoyle · 17/05/2021 20:28

Check out section 75 (I think) claims if you paid on credit card - there's a great money saving expert blog on it. You can claim back the cost of things if they're defective etc.

pinkearedcow · 17/05/2021 20:28

Don't let them fob you off OP.

duodunical · 17/05/2021 20:28

I'm about to buy a sofa, I really want to know the store OP.

The ratbags need some bad publicity, hope it wasn't M&S.

Handsnotwands · 17/05/2021 20:29

Just buy some replacement cushions

laidbacklife · 17/05/2021 20:30

If they are a different firmness to the display models then they’ve been mis-sold. Dispute it now with your credit card company and raise a claim with the finance company. Do not pay a penny until you have a product you are fully satisfied with!

harriethoyle · 17/05/2021 20:31

@HaveringWavering jinx!

C152 · 17/05/2021 20:31

@TerribleCustomerCervix

Could you get on to a local upholsterer and ask them if there’s anything they could replace the cushion filling with to make them firmer?

Even if you did one sofa at a time to spread the cost?

This. It is actually really easy to replace the cushions (back and seat) to firmer versions. It's very annoying, given you've paid for a brand new sofa and it seems the cushions aren't as firm as the ones you tried instore, but if the store won't resolve the problem, it's better to spend a little bit more and have a comfortable sofa than be uncomfortable forever.

Just find an upholsterer and give them the dimensions of each piece of foam (length, width and depth). They can then let you know how much new ones will cost.

TatianaBis · 17/05/2021 20:33

You can even buy foam cut to order and try samples to see how firm you would like it.

Nameandgamechange123 · 17/05/2021 20:34

Under the Consumer Rights Act, you have the right to a return or refund if something you buy is faulty or unfit for purpose.

^I would write a really well worded letter and send it off to the head office quoting the above.

randomkey123 · 17/05/2021 20:35

In the furnishing trade OP. Could be the density of the foam but more likely to be the components...... as in they've used zig zag springs instead of a coiled spring unit. We buy zig zags in at 30p each trade to give you some idea of the quality of them.........

I'd look on their website for the composition of the sofas and get the furniture ombudsman involved. The store are selling credit (that's where they make the money) and not from the furniture (if it's one of the main high street stores).

We get phone calls all the time from people asking us to inspect the furniture.......... the ombudsman will do this for a fee and this gives you a base to start a complaint from.

Cally62 · 17/05/2021 20:36

I would get them out to check it...see what they say.

We bought expensive leather and fabric sofa's from Barker & Stonehouse 3 years ago...when delivered they were not as good as the same ones instore. They sent a guy out who took photo's and said that the fabric clearly had marks on....shop offered to recover. We refused...we went back to the store several times checking out the display sofa's. They were clearly very different from what we had delivered. Can't remember who told us but someone did say that the display sofas instore were somehow better made, probably to withstand all the bum testing. We did have a battle but after several phone calls with customer services getting nowhere and reducing me to tears we actually made an appointment to see the manager instore. We had a list of faults and were not going to put up with anymore bullshit...it was long and tedious and I think the manager thought we'd just back down...but we did eventually get a full refund. They picked up the sofa's and we literally sat on garden furniture for a couple of months whilst we waited for new sofa's form a different store.
Get intouch with trading standards...pop back into the shop and check out the quality of the sofa instore compared to yours at home.
Don't take the bullshit op...

userxx · 17/05/2021 20:36

@accentdusoleil

Could an upholsterer make them firmer ? I have no idea if that is possible but worth an email to one or two.

I was going to suggest this. I've had one of my sofa cushions restuffed and it was very firm.

WrongWayApricot · 17/05/2021 20:37

@Disfordarkchocolate

I only found out when I bought my last sofa (having bought about 8 before this) that the seat cushions in the store are not the ones you get when you buy a sofa.
Wow... They should tell people that instead of standing there grinning after telling you to sit down and try it out.
ilovebruuuceandbags · 17/05/2021 20:39

We bought foam pads online to replace our seat cushions, made to measure and there was a choice of firmness. Very happy with them as the original set cushions were too soft and we wanted something more firm. Hope you get sorted :)

SusannahMartin · 17/05/2021 20:42

The exact same thing happened to me and I bought foam and replaced the seat and the back. We've had it 13 years now and everyone loves it

Lightout · 17/05/2021 20:44

As others have suggested, you need more foam
It’s probably foam and fibre at the moment

Calmdown14 · 17/05/2021 20:45

Wouldn't advocate this until you have tried all other options for refund or exchange but when ours started to age and sink, I turned them upsidedown, unpicked the bottom cover and just inserted (wrestled) some extra foam under the straps. Made the world of difference

BelleBlueBell · 17/05/2021 20:45

[quote littlepattilou]@FlippingFlipFlip

Really they don't have to give you a refund or an exchange, but if you keep pushing they might...

They really DO have to give a refund or exchange if it's faulty.

And as has been said, if @Smileyoubeauty contacts the credit card company, they will ensure she is given a refund.[/quote]
Just to be technically correct they don't have to refund, legally they can repair or give you a replacement for faulty goods

Joeblack066 · 17/05/2021 20:45

Sofa savers failing all else!

DaffyDaffy · 17/05/2021 20:48

I too would like to know the shop, since I’m in the market for new furniture and don’t want to be swindled!

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