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.

I'm so sorry OP. Can you put them on eBay?

Just remember that your contract is with them and not with Homeserve, however much they try to fob you off.

You sound like you've girded your loins for the fight (because you know you're right ) so I hope you manage to get a positive resolution even if it might take some time

I bet this is Sofology. We have had a very similar experience and there is a FB group set up for unhappy customers as they are currently unable to fulfil orders (but keep taking them). We are on our third sofa from them. Quality is dreadful.

We had similar treatment from Oak furniture land with a three piece leather set we bought that the cushions collapsed and the springs came though in less than 2 years. They were nothing but rude.

You mention Ariana sofas - were these Furniture Village ones? If so, we sat on the exact same sofas only a couple of weeks ago and the salesman gave us a massive spiel about how the interiors of the sofas are Parker Knoll and therefore superior quality.

On the FV website they have a video showing the support levels on each sofa too.

We did quite like these sofas ourselves, but I would not be in the least bit impressed if the ones I received were nothing like the ones in the shop. That's blatant misrepresentation. It's like going to buy a 2l car and then being given a 1.4l and being told "tough luck"!

It's the main reason you go in to a shop to choose a sofa - to test them out. What's the point if they can't guarantee the sofa doesn't have the same level of comfort?? If anything, the ones in the shop should be slightly softer than what you get because they've been sat on more.

Good luck OP!

Cheering you on OP! Well done for persevering

Glad you are getting this sorted, Homeserve are very widely used and impartial, they should be able to give you some good advice. Definitely get a copy of their report and show the technician your photos

Good luck

This Which page is really good. They also have a template letter for faulty goods that may be useful, although I accept you are probably claiming under not as described, rather than faulty. Good Luck.

www.which.co.uk/consumer-rights/regulation/consumer-rights-act-aKJYx8n5KiSl

Hi everyone

Just to give you a quick update as you have helped me so much.

The technician came out and had a look at the cushions and lo and behold they were all of different density!!!. He told us how this was a problem in itself as they had to be the same and the fact that they weren't it was a problem. Explained about how firm the ones instore were and showed him the photos. He tried out ours and sank into them which clearly demonstrated how soft they were.He could not give me a report but said the shop would be in touch.

Store was in touch and offered me three options

1. Replacing the cushions
2. £250 off the purchase price
3. Refund.

I chose the last option and I am now waiting for them to come collect the sofas. They were meant to have collected them on Monday Bank holiday but no one came. Spent the whole day waiting. Tuesday no call so I tried calling them and was on hold for nearly 6.5 hours in total. Would call then then hang up and get angry and call again. The last time I called I was number 12 in the queue and was on hold for 3 hours and still did not talk to anyone. And yes I am crazy for keeping on trying and holding on for so long. I just feel like if I dont do all this nothing will happen. They have said they will not refund my deposit until they have the sofas back so I need to make sure they are collected.

Today I have emailed the store to see if they can sort it out. I am still waiting for a response and I am just hoping it will not be a battle again.

I pay for EVERYTHING with a credit card from holidays to white goods.

They have rectified so many queries where the shop was being difficult.

Call the credit card company and tell them they are messing you around.

Hi op,

Really pleased the technician came out and you are getting a refund. Hopefully it's sorted now.
Was this Sofology? You mention Ariana and we are awaiting delivery of these sofas! I didn't realise until last night that there was an issue with them! Going to check out the FB page mentioned up thread.

Good result.
My settee was bought for me about 25 years ago.
I will expect another 5 to 10 years out of it, and the same longevity for my next!

I had to return a sofa to Debenhams as they delivered the wrong colour.
I got a full refund, no problem.

What they didn't do was pick it up. I rang every week for 8 weeks asking when they would be coming. In the end, I kept the sofa , what else could I do 🤷🏻‍♀️

@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.

Really? This should be made clearer to buyers. That's misleading.