Terrible purchase and I am struggling to come to terms

[Smileyoubeauty]

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.

If it's SCS... stands for "Sells Crap Sofas"
If you get a refund, it's worth a visit to Nottingham as there are several good British manufacturers there. Or Tetrad in Preston.
Don't give up You didn't get what you paid for.

Please contact the citizens advice bureau. Google the one local to where you live- they will be able to give you solid advice about your rights

@IFiredUpTheQuattro

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.

This ^^. With bells on.

Go in to the store and tell that manager that resolving this situation to your satisfaction is the most important thing on your to do list today so you will be there as long as it takes. ALL day if needed.

My mum bought a sofa from Harvey's several years ago and when it arrived she was adamant it wasn't the same. It took me to visit the store and a very strongly worded letter as well as a clear notion that I wasn't not giving way but she got a full refund in the end.

It sounds like the ones in store were foam (which you need to pay extra for) as opposed to fibre which comes as standard and is very soft. Maybe ask if you can have the cushions replaced and pay the excess or try to get it for free by claiming false advertising! X

If it’s SCS there is a good Facebook group that can help you to get your money back, just type SCS into Facebook group and it will come up. Good luck

They are full of shit. You absolutely can return it. Please don't be fobbed off OP.

And no, you do not sound childish at all. I think most normal adults would be very upset to have bought an expensive piece of furniture that turned out to be shit.

Is your 0% finance deal hire purchase? If so you can get the Financial Ombudsman involved on the basis of poor quality (not as seen in shop).

Also even though you only played a deposit through your credit card you can go to them too and see what they say.

Don't go into store. Write a letter setting out your complaint: the sofa match the sample you found in storm therefore in breach of Consumer Rights Act 2015 Section 13.

"Section 13: Goods to match a sample
Under this section, if a consumer enters into a contract for goods on the basis of a sample, the final goods delivered must match the sample, except that any differences brought to the consumer's attention before the contract is made would not breach this requirement."

Say you want a full refund within 28 days or else you will starting a small claim against the store and also the credit card company under section 75 of the credit act 1974 (which you can do easily via Moneyclaim online

Have a look there are some charges which escalate depending on what you have paid.)

Copy in the credit card company to the letter saying you want it treated as a disputed charge (assuming you haven't paid it)

sorry

"the sofa does not match the sample you found in store and is therefore in breach of Consumer Rights Act 2015 Section 13."

Talk to Trading Standards. You’ve not received what you agreed to purchase. You should be entitled to a refund.

Had a similar problem with a firm with the letters f and v. Took a lot of phone calls to top manager to explain that the sales person didn't point out the returns policy regarding on floor sales. Eventually got my money back. A full refund.

One day I had to pop in after they had collected the sofa and I saw the same sofa on screen and a customer sitting there complaining about the exact same sofa! They had obviously put it straight back on the shop floor. Also contact the furniture ombudsman and trading standards, citizens advice.

Be persistent. No part refunds or exchange. That was what they offered me but I refused and bought elsewhere. I'd never buy anything there ever again.

Good luck.

We wanted to squeeze another couple of years out of our oldish sofa (Dpuppy was due) so we had them ‘re-stuffed’ with foam to stop it being so saggy - was well worth the money... in fact my friend had the sofa off me as she was getting Dpuppy and didn’t want a new sofa!
Worth a try, op, worked for us.
Good luck

You need to throw Section 14 of the Consumer Rights Act 2015 at them: www.legislation.gov.uk/ukpga/2015/15/section/14/enacted

Goods to match a model seen or examined

14(1) This section applies to a contract to supply goods by reference to a model of the goods that is seen or examined by the consumer before entering into the contract.

14(2) Every contract to which this section applies is to be treated as including a term that the goods will match the model except to the extent that any differences between the model and the goods are brought to the consumer’s attention before the consumer enters into the contract.

14(3) See section 19 for a consumer’s rights if the trader is in breach of a term that this section requires to be treated as included in a contract.

--

19(3) If the goods do not conform to the contract because of a breach of any of the terms described in sections 9, 10, 11, 13 and 14, or if they do not conform to the contract under section 16, the consumer’s rights (and the provisions about them and when they are available) are—

(a) the short-term right to reject (sections 20 and 22);
(b) the right to repair or replacement (section 23); and
(c) the right to a price reduction or the final right to reject (sections 20 and 24).

--

I haven't looked at this in close detail but it appears to me you have a right to a replacement or to reject goods the goods outright (see Section 22) if they don't match a model seen or examined within 30 days of receipt. I would notify them of your decision to exercise this right asap. Even if they argue with you you need to notify them of this within the time limit to be able to try to enforce it (i.e. take it to small claims court, if it comes to it).

@mellicauli I didn't realise we'd posted almost exactly the same thing!

In the meantime, buy some sofa savers. They will firm up your seating a little.
Next have someone come out to look. Threaten with the ombudsman.
If they don't give, actually go to the ombudsman.

Which bloody store.

Not read the entire thread but if it’s Duff Furniture Store I’m told they have the best quality models in the showroom and what you end up with is like a cheap replica. I had the same problem about 15 years ago and I will never buy from them again. They sent their man out to check my sofa and would t take it back. If it’s on finance apparently you have some sway with the finance company. Just refuse to pay. Also yes your credit card.

Say its faulty and request a section 75

I’d go and unzip the covers of the sofa in the store and check what they are made of.

@Joeblack066 - get mn to remove that screenshot, too much personal info.

Didntheybadknyountonuohrade to foam seats rather than fibre filled.
If they unzip could u buy a firm foam /boat foam cut to size.?

Oh I really feel for you. Had a smilar thing ourselves but ours is carpet. Went in scs and totally believed the recommendation from the sales guy about how good a certain carpet was. Its been down a month and I hate it. Its all gone flat and matted and looks like its been down about 2 years. Fuming. Need to not fall for the sales pitch next time. You should definitely be able to complain though if whats in the shop is different.

[quote lborgia]@Joeblack066 - get mn to remove that screenshot, too much personal info.[/quote]
Didn’t see that! How do I do that?!

@Smileyoubeauty does the price of the one you sat on in-store match the price you paid for your ordered sofa?
There's a chance the salesperson sold you a 'cheaper' stuffing?

@Joeblack066 click on the Report at the top of your post.