Next Sofas - Going to Furniture Ombudsman

[DBD1975]

Very unhappy with Next sofa, I have exhausted the complaints process and I am now thinking about going to the furniture ombudsman.
Please could I ask if anyone has any experience of doing so and the outcome?
Furniture ombudsman decisions aren't published so no way of knowing if I am wasting my time.

For what it's worth, OP, I think you're right to pursue it. Sofas are expensive items. There is an expectation that, as they are a long-term investment, they will normally last 5+ years. Some may be more in the region of 10-15 years.

Your sofa is not of satisfactory quality or fit for purpose, if, in order for the sofa to be in useable condition, it needs extensive manual labour on a daily basis. That's an unreasonable expectation for any consumer.

You are protected via the Consumer Rights Act 2015: This law covers your rights, meaning goods must be satisfactory quality, fit for purpose, and match descriptions or samples.

What to Do When You Have a Problem

1. Contact the Retailer: Write to their customer service first, clearly stating the problem and what you want (refund, repair, replacement). Keep records of all communication.
2. Check for Fire Labels: If it's upholstered, look for a label; lack of one is a significant issue.

Escalate (If Needed):

1. Citizens Advice: For general advice and to find local support.
2. Furniture & Home Improvement Ombudsman: An independent body that investigates complaints for free if the retailer is a member

So, for all the scoffers, you are following the correct process.

What's 'regularly'? Daily is probably unreasonable to remove covers and plump for an hour (although surely most people do gentle, in-cover plumping daily?), monthly would definitely be reasonable. Weekly, possibly a grey area. I'd be OK with weekly as a naturally tidy, organised person who takes good care of their possessions (and who'd be removing cushions and hoovering the sofa weekly anyway), but I know some people who would struggle with that.

I'm not sure you'll get anywhere with the ombudsman based on 'I can't be bothered to follow the care instructions for my sofa', which seems to be your only argument.

Out of interest. Which model? Have my eye on a set. Have always been happy with their products. I think the one I like is Houghton

I knew I would not keep up with the required plumping for a sofa I did like in the showroom.

So I chose one that didn't require plumping daily!

What was their returns policy? Why didn’t you just return it shortly after you bought it if you found it was uncomfortable?

Once it was too late to return, I would’ve just sold it and cut my losses.

Thank you, this is very kind of you and I very much appreciate your input and the time you have taken with your detailed response. I am very grateful.

It is less about the model and more about the cushion fillings. Next do two types regardless of the sofa you choose.
A firm filing which is one complete sofa cushion or a relaxed filling which is basically foam chips and what I have, my advice avoid the relaxed foam chippings, they are uncomfortable, compact and in my view require maintenance which is unreasonable.

You obviously don't work or have a social life.

This happened with a non-Next sofa I bought. I finally just replaced it.

Bloody hell, how unneccessarily rude!

As it happens, I work full time, am a carer for an elderly parent, have a ND child (and another non ND one), am married and have a very active social life (no free weekends til April due to social commitments), and am (mildly) physically disabled. None of that stuff stops me keeping a clean and tidy house, and taking care of my possessions.

You are unlikely to get the result you want OP. This article is 8 years old but gives some ideas of stats, and from a quick google it sounds like not much has changed

www.theguardian.com/money/2017/dec/16/stained-sofa-rodgers-of-york-furniture-ombudsman-small-claims-court

The problem here is that the OP has contacted the retailer who sent a technician out who will have provided Next with a report.

While I have a lot of sympathy for the OP and wholeheartedly agree that the level of cushion plumping expected is ridiculous, unfortunately it is common now for manufacturers to write this into their product descriptions.

Unfortunately, the only way for the OP to succeed at the ombudsman is to get a further report from an independent technician that refutes the Next report and this would be at their own expense.

I think it’s one of those situations where it is unwise to spend any further money or energy.

The 10-15 year guarantee is also usually in frames, and not on cushions or upholstery.

It is a hill l am prepared to die on, I 'm afraid! The technician who came out was a young, fit man who was in the lounge nearly an hour doing the maintenance. I am a long way away from this in terms of fitness and age!
We shall see what happens.

How often did they tell you to plump the cushions, OP? And for how long?

The technician took a hour and had to remove the cover, but presumably that was because the cushions hadn't been plumped at all for a full 10/11 months. They'd been neglected, so it took a while to repair the resulting damage from that neglect.

Presumably if you kept on top of things, they'd only need a gentle plump daily, or perhaps 10 mins or so if you did it monthly, which is quite a reasonable expectation.

If they're telling you that they need an hour long plump daily, you have a point.

If they're saying just a daily shake and a monthly 10 minute plump, that's standard routine maintenance, and you really don't have a leg to stand on.

Rude.

Wow - didn't even know they was "Furniture Ombudsmen", but if they have to adjudicate on cases like this is must be an entertaining job!

Cushions need plumping. Maybe complain about a bed if the duvet cover doesn't change itself.

Whatever next...

Probably factual... Some people live to complain about trivia.

Unfortunately it doesn’t matter how young and fit he was. It’s his report that Next will submit as evidence. Unless you have alternative evidence from an expert, the ombudsman will find for Next regardless of how many hours you spend cushion plumping.

I’m sorry.

Having gone the ombudsman route for something else (not furniture), I would recommend it, and also to appeal if they don't agree with you. In our issue, the ombudsman ruled against us, we appealed, the appeals ombudsman straight away threw out the earlier decision and said what we we had been through was unreasonable (and that the provider was too) and we were compensated. Good luck.

No, it was directly aimed at me, and it was exceptionally rude when I was trying to help her, and about as far away from the truth as you can get.

As they say, if you want something done, ask a busy person.

Wouldn't occur to me to check if they need plumping daily. We just sit on ours

I would think that comfort is such a subjective thing, that you won’t get anywhere.

I thought that!

If they have offered replacement cushions, can you ask for the foam variety?

We have had our sofas for 11 years and never really plump them, probably due to being foam. I would accept it as something needed maybe twice a year. More than that seems hard work. I don't know whether the ombudsman would consider it sufficient for a refund though.

We had a Next sofa. Never again.
Good luck OP x