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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:
Dddccc · 17/05/2021 21:02

Legally you can return any item within 14 days for any reason so don't let them fob you off

Shedbuilder · 17/05/2021 21:04

OP, you paid your deposit with a credit card so I would start by contacting your bank and registering a dispute, saying that the sofa delivered was not the same as the one you'd tried out in the store and that you are taking this up with the store.

Tomorrow call Trading Standards and ask their advice. I looked stuff up for a neighbour who had an issue with a bed/ mattress and IIRC you have 30 days — and it doesn't matter whether it was bought in-store or on-line. The fact that the store has tried to fob you off needs to be reported to Trading Standards too.

Brokenpencilsarepointless · 17/05/2021 21:06

@Dddccc

No you cant. Why are you posting advice which is not true? You're not helping anyone.

Consumer law allows you to return ONLINE purchases for any reason. If you shop in store and buy in person, you have no right to a refund unless the item is faulty. Shops which offer refunds/exchanges are offering those are a goodwill gesture. It is not a legal requirement.

Interested in this thread?

Then you might like threads about this subject:

Home improvement
JimBobNoJob · 17/05/2021 21:07

@ittakes2

You need to ask what the inside cushions were made of in the store and what your's are made of at home. I suspect the store had hard foam where you were given the cheaper squishy stuff. We like the cheaper squishy stuff! but it does lose its shape quickly. If you have been misold you should have an arguement - it might be simply a case of them changing the cushion inserts.
Yes we had this but the other way round, the store (Scs) display sofa had the soft squishy cushions, we ordered foam. They sent the soft ones, we kept sinking down one side of the sofa whilst the other side was high and lumpy! Dh complained and they offered to send someone out to replace them and apologised for their mistake.
BelleBlueBell · 17/05/2021 21:07

@Dddccc

Legally you can return any item within 14 days for any reason so don't let them fob you off
Which law is that? Not an English one, you can't just take stuff back for no reason Confused
aiwblam · 17/05/2021 21:09

I only buy cheap ikea sofas so that if there is a problem, they can be replaced. How much did you spend? I bet you could get something better for £300 in ikea. could you eBay yours?

Brokenpencilsarepointless · 17/05/2021 21:09

@Shedbuilder

That may not be true. There are usually options for the cushion filling, and the demo sofas have different cushions so you can see what they all feel like. When sitting down to make the order, you choose the fabric and colour and filling. It depends on what filling the OP chose, and what was described to her. If she said "I want that filling on that sofa" and they ordered the wrong type, she could argue it is their error. But she would have had to sign off on all the specifications and if they gave her price options and she just chose the cheapest then that's on her.

Frenchdressing · 17/05/2021 21:12

Was it DFS? Had awful trouble with them. Hope you sort it. Keep on at them.

I only buy from a John Lewis now. They have good customer service.

Brokenpencilsarepointless · 17/05/2021 21:13

@Shedbuilder

And also, you cannot call trading standards directly and trading standards do not get involved in individual cases. Thats not what they do.

You call consumer advice. They advise you, and they may pass the complaint onto trading standards. Trading standards only act when there are multiple reports against one company, and they decide to fine it/have it closed down etc. But they do not get refunds for individuals or work on individual cases so even if they do act, it doesnt help the people already affected. It just stops the company doing it again.

NotMeNoNo · 17/05/2021 21:18

If you get nowhere, an upholstery company will refill/restuff your cushions. We had our old sofas done, they had 8 or 10 options of filling. I think it was £50 or so per cushion.

Youcouldbemine · 17/05/2021 21:19

If this is SCS then it’s common and you CAN get your money back if you are still within the 30 days of purchase. There’s a Facebook page called SCS complaints - if you look on there people will help you to get your sofas collected and a full refund

Moonwhite · 17/05/2021 21:26

Once you get it sorted out you'll be happy with your sofa. So just grit your teeth and keep hassling them. Drop the company name here, that often gets their attention.

FlippingFlipFlip · 17/05/2021 21:31

@BelleBlueBell thank you, that's what I was trying to say

Distance selling laws mean that anything bought online or i think over the phone can be returned within two weeks with no questions asked

As you bought in store, you will need to prove that it is faulty or not as sold and even then they do have the right to offer a replacement or a repair. If their customer service is any good they might refund you....at least thats my understanding from working in furniture retail (though not in customer services)

Getting someone to look at it really is the first step in any case

cuparfull · 17/05/2021 21:33

Don't make repairs like some posters are suggesting.
Don't buy extra cushions.
If the sofas they delivered to your home are different to those you tested instore, reject them and put it in writing.
You have been misled if they are not exactly the same as those in the shop.
If firmer cushions were an optional extra, you should have been informed.
Do not lose heart, you can do this....only ever speak with shop manager.
They should replace those sofas. Threaten them with trade descriptions and bad publicity.

And speak to your CC issuer but dont say they are too soft, say they are not fit for purpose given they're not the same as in the store.

wheresmymojo · 17/05/2021 21:34

I do upholstery as a hobby.

If you can't get a refund an upholsterer will be able to find a way to change the padding to make it firmer.

RosieLeaLovesTea · 17/05/2021 21:44

@Sading

I agree. If you paid on you credit card and deposit was over £100, you do have additional rights and the credit card company could assist you with a dispute regarding the purchase.

Tiffbiff · 17/05/2021 21:51

This happened to me OP- the consultant told us there was no difference on In store versus online purchases so did it all with her ( I’m in sales and would rather she got the comission) it wasn’t right when arrived and they said same to me- I called every single day, wrote reviews online and carried on saying this had been missold and they agreed to a refund eventually. Hope this helps.

FictionalCharacter · 17/05/2021 21:52

@HaveringWavering

Right. STOP beating yourself up about this. You went to the shop. You had a specific requirement for firmness due to your injury. You tested out the sofa to make sure that it satisfies this requirement. You ordered a sofa THE SAME AS THE ONE THAT YOU TRIED. They sent you something different. The difference was not a minor, unimportant thing. You have not received what you paid for. The goods are not as described. They are just changing their arms.

The difference in protection when you buy online is that you have 14 days to return the goods for a refund without giving any reason ie just because you have changed your mind. This is not a “changed my mind” situation, it is a “goods not fit for purpose” /mis-described situation.

NB if they one in their showroom had special upgraded foam filling that cost extra then they had to bring to your attention that the one you ordered would not have this. You would not be expected just to know this.

All of this! You should get a refund from your credit card company or get the shop to supply the sofa you ordered. You shouldn’t have to fix it yourself with plywood or extra foam or whatever.

The fact that they didn’t supply what you asked for has nothing to do with their returns policy. They’re trying it on. What a crappy shop.

Livelovebehappy · 17/05/2021 21:56

If you can’t get an exchange, and the store digs their heels in, I agree with pp - adapt the cushions to make the sofa comfier. I had similar issue and we ended putting some hardboard under the cushions. You can’t see the thin board, and it made it more comfy (I have a bad back and can’t have anything too soft). Not ideal though, but could work if all else fails.

MotherOfGodWeeFella · 17/05/2021 22:08

If you makes you feel any better, buying online wouldn't necessarily have been the solution as made to order items aren't covered.

MotherOfGodWeeFella · 17/05/2021 22:09

If it makes - terrible typing, sorry

Marleymoo42 · 17/05/2021 22:15

Who did you speak to? I had trouble with a certain furniture store. A very confident man over the phone reading his script and telling me I had no rights to a refund. In my case my chairs had nails sticking up in the seats which you could feel when you pressed your hand down! I gave him my legal rights and he continued to argue with me 'yes but you've had them over a month' etc.

Finally and reluctantly handed to his manager. 'I have nails sticking out of my chairs and a house of small children.' Someone was sent to my house the next day to fix them.

My point is, often some powerless person is reading their script/ returns policy but if you manage to speak to a manager with half a brain it can help. Mention you chose the sofas for your medical condition. If they aren't helpful, ask them on twitter.

SofiaMichelle · 17/05/2021 22:16

@Dddccc

Legally you can return any item within 14 days for any reason so don't let them fob you off
Nonsense prefaced with 'legally' is still nonsense.
CantSayJack · 17/05/2021 22:26

Is it Sofology? They are the biggest con artists out there. Same happened to us, we paid on credit card and when Sofology refused we reported them and credit card company refunded us in full.

SionnachGlic · 17/05/2021 22:32

My first thought when I'd read you the first line that you had moved house 3 months ago was that you'd bought in an area that you now realise was a mistake or house was a structural disaster. So I am relieved it is not as I had feared. But I feel for you about the sofa as I'd be so disappointed & cross too. I'm not UK based so not familiar with consumer rights & protections but do check out T&Cs if you paid by visa & also if you were you sold a product other than was displayed in store in terms of cushion fillers. If the worst comes to the worst, I would look into getting the cushions filled to the firmness you require...but I'd check out the other possible recourse options against the store. I hope it works out in the end