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AIBU?

Share your dilemmas and get honest opinions from other Mumsnetters.

Original poster

AIBU to want a refund on my Next chair?

35 replies

Freddofrog1983 · 11/05/2017 14:08

I bought a chair from Next in January and I'm really not happy with the quality of it. The material is bobbly on the cushion, there is a ridge or a dent on the arm of one side and the frame is exposed at the edges.

I have attached pictures(hopefully). I have phoned Next and they said they are sending someone out to see it but will probably sort it out at my home. I'm not happy with this as it's only just under 4 months old so shouldn't even need looking at.

Please can you advise me where I stand as I'm not sure of my rights. I would like a refund but I can't see that happening. I fear if they repair it, it will happen again especially when I am outside the guarantee period.

When I look at my sofa which is a different brand it is finished properly and no frame exposed at all.

Has anyone else had experience in dealing with Next?

OP posts:
ShowMePotatoSalad · 11/05/2017 14:10

I wouldn't be happy about the frame being visible, but the bobbliness is just what will happen to that kind of material.

Original poster
Freddofrog1983 · 11/05/2017 14:17

When I saw the chair on display in the shop it was lovely and comfortable. Mine feels hard and slightly uncomfortable. I have had other a chest of drawers from Next before and they were fine and I'm not someone to always complain and take things back but I'm just really unhappy with this chair.

I could live with the bobbling but just worry about the quality over time. It was £550 so not cheap.

OP posts:
Original poster
Freddofrog1983 · 11/05/2017 17:17

Does anyone else know what my rights are in regards to a refund or repair after four months? Thank you.

OP posts:
Forgettheworld · 11/05/2017 18:50

I don't know about rights but I had a problem with a sofa from there once. They just replaced the sofa free of charge and left the old one too that had a problem with it.

Original poster
Freddofrog1983 · 11/05/2017 19:06

Forgettheworld, what problem did you have with your sofa if you don't mind me asking?

OP posts:
Forgettheworld · 11/05/2017 19:32

The arm of the sofa was loose. I had only had it a few days though so maybe that's why I got a new one.

Serendipitystardust · 11/05/2017 19:39

We also had issues with our next sofas a few years ago. The cushion backs were under filled and the fabric faded and thinned in places after only a couple of months. Next sent a guy out to look at it and he agreed that the problems were not caused by us. They replaced it with a different sofa and threw in a free footstool too. Was great customer service.

Etymology23 · 11/05/2017 19:40

Remember that the consumer rights act 2015 requires that goods are fit for purpose and last a reasonable length of time, generally up to 6 years. If it's

stella23 · 11/05/2017 19:42

Next are great for things like that, we had a leather sofa, it had a few stitches come apart on the seat. They sent a company round who look at it and provide a report. He came in the morning, they called me in the afternoon to offer either a full refund or another one. They offered to pick the sofa up the next day. I asked to wait a few days as I had nothing to sit on and they did. 2 men came round at the time agrees really polite. And had my refund straight away.

scotchpie · 11/05/2017 19:43

My sister had a problem wth her wool chair.Next were great and replaced it to match the sofa, after massive mix up and different colours being sent; eventually they got it sorted and £400 vouchers for inconvenience.

Original poster
Freddofrog1983 · 11/05/2017 19:50

Thanks everyone. I'm feeling really anxious about it as I don't like confrontation but at the moment I feel like I have made an expensive mistake. I love the pattern of the chair, it's just the quality but I'm not sure if it's meant to be loose around the edges so I was just wondering what everyone else thought.

OP posts:
stella23 · 11/05/2017 21:05

When we got our sofa, it just wasn't right for the room, so we said we didn't want to take the chance of it happening again, and wanted a refund. They didn't question it

Original poster
Freddofrog1983 · 11/05/2017 21:29

Stella, how long had you had it for when you got a refund? Does anyone else think Next sofas are poor quality? I ordered curtains when I ordered the sofa so they would match but I sent them back straight away as the material was thin. It seems like the quality is going down and I used to like Next.

OP posts:
scotchpie · 11/05/2017 22:06

I sat on a
Sofa today waiting for
my friend and noticed how bobbly the rim was behind my knees, although plenty of people sit on them, they should be hard wearing and last.

FrancisCrawford · 11/05/2017 22:07

This reply has been deleted

Message withdrawn at poster's request.

stella23 · 11/05/2017 22:11

I would say maybe about 4 -6 months old, the quality wasn't great. But the service was great.

Wando1986 · 11/05/2017 22:25

Currently sat on a £900 next snuggle seat (that I got much, much cheaper) and it is hands down the best sofa we have ever owned. The quality is flawless, which given it's a display model is expected, but I've never felt so good sat on a couch. It's amazing.

Original poster
Freddofrog1983 · 11/05/2017 23:40

Wanda, is your sofa hard to sit on? I have to put cushions on the chair to make it comfortable. It has a hard back and the arm rests are also quite hard.

Scotchpie, mine is bobbly by the rim and on the top of the cushion. I always have a throw on the chair as well to protect it from marks and because it is more a decorative chair it hasn't been sat on as much as our main sofa. I mainly bought it as I love the pattern.

OP posts:
Original poster
Freddofrog1983 · 11/05/2017 23:45

Wanda, just thinking about you saying you have a display model, do you think they make the display models to a higher standard so people buy them?

OP posts:
unapaloma · 11/05/2017 23:52

What etymology said is right, its not of sufficient quality for the amount you've paid, if you can see bits that are meant to be hidden, and there's bobbling. I don't like confrontations either, so i'd write to their complaints dept, mentioning sale of goods act (you can prob find example letters on the web), and asking for a refund. Be clear but polite, and they may well be helpful.

FoodGloriousFud · 12/05/2017 04:18

Display models are exactly what you'd buy, we just send one out from the warehouse. No confrontation will be required. Ring our customer service, someone will be sent out to look at it. If it's found to be faulty you'll get a refund or exchange.

TupperwareTat · 12/05/2017 04:25

They are usually fantastic with customer services. Our local store is great.

Im sure it will be resolved.

Henrysmycat · 12/05/2017 06:31

Obviously, your item is not fit for purpose. Next are notorious for crap furniture. Do a bit of research. Having bobbly fabric on a sofa it's not normal, it's a sofa not a scarf. The fact that a previously poster said they left the old sofa to her means that it is worth less than the cost of moving and disposing of it. It's a well known practise.
There are plenty of sofas around, get your hard earned cash back.

Original poster
Freddofrog1983 · 12/05/2017 10:49

I have to phone them today to arrange for somebody to come out and look at the chair. Hopefully it will Ben sorted out.

Henry, I didn't know Next made poor quality furniture but after this experience I won't be buying another sofa from there.

OP posts:
Original poster
Freddofrog1983 · 12/05/2017 10:51

Henry, I wouldn't have thought bobbly material on a sofa would be normal either as it should be able to take the friction from people sitting on it without bobbling. My other sofa that I had at the same time doesn't have any bobbles on it at all and my sofa prior to that would have been about 20 years old and that isn't have any either.

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