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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:
VenusTiger · 17/05/2021 23:35

@Joeblack066 and then consider changing your username.

lborgia · 17/05/2021 23:35

There's 3 little dots at the bottom of the post, click on it, and the first option is "report post"!

I was interested in the product, although the OP should just shout at them til they give a refund! Grin

Joeblack066 · 17/05/2021 23:55

[quote VenusTiger]@Joeblack066 click on the Report at the top of your post.[/quote]
Thank you

Interested in this thread?

Then you might like threads about this subject:

Home improvement
Joeblack066 · 17/05/2021 23:56

@lborgia

There's 3 little dots at the bottom of the post, click on it, and the first option is "report post"!

I was interested in the product, although the OP should just shout at them til they give a refund! Grin

Thank you!
PerveenMistry · 18/05/2021 00:01

Can you complain/shame them on social media?

All store policies can be waived if someone at the right managerial level is motivated to do so. Write to the CEO, use social media, etc.

lydia2021 · 18/05/2021 00:09

I thought if you paid with a credit card, the card people would reimburse you for the purchase. Not sure if same for a debit card. You are entitled to your money back if item is not fit for purpose. Consumer rights. I think the shop is wrong

TheBullfinch · 18/05/2021 00:12

I'll swap. I ordered a soft squishy one but the one that arrived is as hard as a bench. Keeps its shape though, unlike the foam and stuffing ones Ive had previously that needed fluffing and shaking every five minutes.

Homehaircuts · 18/05/2021 00:29

I've used this website a few times when I get nowhere with a company; www.resolver.co.uk
It's worked for me with shell energy and hoseasons. Both times when I involved resolver I finally got somewhere and my complaint was sorted.

Shampoosupernova · 18/05/2021 00:47

Contact citizens advice bureau, they will point you in the right direction.

Twoforthree · 18/05/2021 00:56

Good luck

DeRigueurMortis · 18/05/2021 01:45

@Smileyoubeauty

My parents had a similar issue.

All is not lost.

You need to find an upholsterer who can either/both replace the cushion pads with a higher density filling or insert stiffening pads.

It's not super expensive - it's pretty easy to to compared to reupholstering a sofa by way of example.

1forAll74 · 18/05/2021 02:01

This is not the same situation, But my sofa is quite oldish,and just a two Seater. The cushions are not as firm as they used to be,and sink down a bit lower. so I have put a length of nice wood under the seat cushions, and things are much better now..I am always trying to improve things, that are not as good as they used to be!

ThumbWitchesAbroad · 18/05/2021 02:03

I do not see how any of this is your fault.
You did the best you could - you did not know that the store pulls this sort of trick!
How could you have? (Until now, and this thread - which, thank you, I will remember for the future!)

The sofas you have are not as sold. They have been sold to you under false advertising, as the ones in the shop are different to the ones you have. You should have been informed at point of purchase that the sofa you would receive would be different from the one you tried out in the shop, and that there are upgrades available to you.

Since none of that happened, you have been sold an item by trickery, effectively. This is THEIR fault and you have been given many options to try to sort this out - because of course they don't want to help you themselves, that would be to ADMIT they are at fault!

Keep going - but do it quickly before they can legitimately say that you have had them too long now.

We bought 2 new sofas recently - a 3seater and a 2seater, both with electronic recliners. The 3 seater was correct, but the 2 seater had mechanical recliner mechanisms. We told the delivery people, they said "well keep it for now, we'll log it, and we'll take it away when we bring the correct one for you" - which was all well and good, but I then had to make sure we didn't make the incorrect one dirty in any way! Luckily it only took a couple of days for them to bring the correct one (and take the wrong one away).

You should not have to put up with substandard goods.

Italiangreyhound · 18/05/2021 02:18

Agree with midgedude

"Firmness is hard to measure but if yours is very different to what you ordered they have to take it back , like any faulty goods surely ?"

If you need advice there is radio programme called You and Yours

www.bbc.co.uk/programmes/b006qps9

They may be able to advise or there may be others who took on a furniture provider and got justice. If this is not what you paid for in store then you can get a refund.

mathanxiety · 18/05/2021 02:58

Hope you're getting some sleep.

It seems they did a bait and switch.

Hopefully, your cc company can go to bat for you.

Unsure33 · 18/05/2021 07:24

@Smileyoubeauty

Hope you come back and post . Sounds like you have been mis-sold your sofa and posters want to help. All is not lost . I took on Tui in small claims and one.

You need to fight this .

HoxtonBonnet · 18/05/2021 07:28

It's worth talking to Citizens Advice - they are very good with consumer support.

princessTiasmum · 18/05/2021 12:33

Trading Standards,not as described, or tried in store

Shedbuilder · 18/05/2021 17:17

[quote Brokenpencilsarepointless]@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.[/quote]
Really, BrokenPencils? What about this, then?

www.gov.uk/find-local-trading-standards-office

I've used them several times about individual cases.

Unsure33 · 19/05/2021 18:17

@Smileyoubeauty

Any thoughts on the advice you have received ?

Bluedeblue · 19/05/2021 18:23

When we bought our sofa's last year, we were asked whether we wanted to upgrade the foam, as it was last longer before any inevitable sagging. Were you asked about this?

If the model in the store has upgraded foam, and yours doesn't, and it was never mentioned, then you have been mis-sold. As PP says, you can get your deposit back via Section 75, and cancel the direct debit. Tell them they are welcome to collect the sofa. Do it all in writing. If I recall correctly, the Credit card supplier will want evidence that you have asked the shop to rectify the issue.

Bluedeblue · 19/05/2021 18:24

*would last longer

mainsfed · 19/05/2021 18:24

So OP never came back?

I hope she's read it at least or what a fucking waste of everyone's time!

OP, it's rude to not acknowledge 170+ people trying to help you.

Original poster
Smileyoubeauty · 25/05/2021 15:23

Hello everyone

Thank you very much for all your kind words and GREAT advice.

I wanted to come back when I had further information to give.

So as not to waffle I am going to number the events.

1.When we went instore to place the order my husband took photos of me sitting on the sofa as I wanted to have something to reference when looking for lamps and a rug. Forgot we had the photos. I am so thankful he did that because from those photos you can clearly see that the cushions are firm and do not squish or bulge out when you sit.

2.Emailed the store back stating my dissatisfaction and attached the photos taken instore and the ones at my house. You can clearly see the difference. They are like two different sofas!!

  1. The Manager emailed me back whose tone was quite rude- no apology given or even an acknowledgement. His tone was like I was bothering him the email read along the lines of "Again, I have told you we dont do refunds or exchanges... Again, I have told you some other company will deal with you"

Honestly speaking I would have been very happy with "I am really sorry that you are not happy with your purchase - we always strive to make sure our customers are happy etc... even if he did not mean it" I guess I just wanted my concerns to be validated. He informed me that it was now being handled by a company called Homeserve - basically I am not their problem. I was left feeling that once they get your money they don't care at all what happens afterwards.

(To answer an OP's question these Ariana sofa's did not come with an option of extra filling etc. Would never pay extra and would have chosen something else)

4.Emailed the company and sent my evidence and they have arranged for a technician to come out tomorrow to assess the sofa's. A parent on here told me to make sure I get a copy of the report from him when he comes so will definitely ask for one and will insist that he leaves something.

I have spoken to Trading Standards as advised by the wise OP' s on this forum. The advice given is as exactly what was said on here. I can demand my money back as the goods delivered were not what I ordered.

I feel a little overwhelmed but I am going to pursue it and the advice here has given me a bit of courage. I think I feel overwhelmed because it's me against this huge national company which has all the resources and can frustrate me at every turn and push me aside (which they have already done)and I am sure they will do so again.

Thank you all again for the advice and words of encouragement- I read every single post.

OP posts:
ArseInTheCoOpWindow · 25/05/2021 15:37

Keep going OP!

I once pursued a brand new car dealer through the small claims and won! They always try and give you that shit about no refunds.