Has any of you bought a sofa, sofa bed or armchair with scatter cushions from MADE?

[user1494283706]

I bought a beautiful Bari right hand facing corner storage sofabed malva aqua from MADE. My daughter loves blue, and I love green, so it was the perfect colour. We fell in love with this new addition in our home, until I became ill.
The scatter cushions had feather's filled inner pad inserts which were not disclosed on the sofa's material description web page. I am an asthmatic and highly allergic to feathers. The exposure to the feathers caused a significant allergic reaction. I couldn't breathe, and increasing my inhaler dose caused a pain reaction at the back of my throat - I eventually lost my voice.
Has any of you bought a sofa, sofa bed or armchair with scatter cushions from MADE unaware the inner pad inserts were filled with feathers?
Did any of you had an allergic reaction ad did you report it to MADE?
Thank you.

It says clearly on the Bari page on made that it is foam and feather filling?

@Solasum
It doesn't stipulate feathers.
www.made.com/bari-right-hand-facing-corner-storage-sofa-bed-malva-aqua

It does in other colours though. See ... Malva-blue-grey which is the one that came up first.

You should be able to get a refund if it was marketed incorrectly?

Can you forward me the link, please?
I contacted MADE two weeks ago via phone, but I was ignored. So, I sent them a formal complaint eight days ago with screen prints of their sofa material description proving the feather inserts were not mentioned.
They must be changing their info since I contacted them, again yesterday, and threatened to get the Trading Standard and the Retail Ombudsman involved.

No mention of feathers for the malva blue-grey:
www.made.com/bari-sofa-bed-malva-blue-grey
I wonder where you said it was mentioned because I have been through the entire MADE Bari Colllection and feathers are not mentioned?

Sorry, I am on my phone
www.made.com/bari-corner-storage-sofa-bed-right-hand-facing-malva-blue-grey

Thank you, Solasum.

It is new. Feathers were never mentioned before. I did say blue on the phone, so I suppose they quickly added feathers on their web page. However, I have the receipt showing our sofa is Aqua and I am glad I took some screen prints of their web page before logging in a formal complaint.
I am disappointed by the way they are dealing with my claim. Many people suffer from feathers allergy. I am concerned about any other unpublished materials used in the making of their sofas!

So, you reckon I could get a full refund for incorrect marketing?

Got to be worth a try, or swap to get a replacement? (I am not a lawyer though).

I have requested a full refund.
We have friends coming over in two weeks time for a family event, and we need the sofa bed.
I have it cleaned to make sure there are no feathers residues left. We've disposed of the feathers inserts.
A replacement will take too long, MADE is known for taking months to deliver due to their 'clock system'.

I'll let you know if MADE accepted our request.
Thank you.

Here is the reply received by MADE.
It is despicable.
I can't believe they can risk people health and then ignore the issue.

Helen (made.com)
30 Jun, 11:16 BST

Dear Miss ........

I can confirm my full name is Helen Turvey and I am the Head of Customer Services UK for Made.com.

I have investigated your complaint fully and conclude that are no grounds for us to taken any action, as detailed in my initial response containing my findings

I consider this matter closed and advise you to follow previous guidance to contact the Furniture Ombudsman if you are unhappy with our final response.

Kind regards
Thanks

Helen
On behalf of Made.com

If you're still sure you're right, definitely take it to the ombudsman.

Meant to add: my DH has just got Doc Martens to repair a pair of work shoes after he said he'd refer his case onto the ombudsman - he had a pair of shoes which split after four months and they were initially washing their hands of it.

I am sorry that you were taken ill, but it's not unusual for soft furnishings to contain feathers, and in the same way that at a restaurant if I had an allergy I would check with the waiter first if a dish contained XYZ, then it's worth specifically checking on purchases for the home

Do take it forward. Feathers exacerbate my allergy and I always check before buying cushions duvets etc. - just like you did. Phobing you off is not good enough

I am escalating my claim. I am glad your DH had her problem sorted.
I had already informed MADE I will contact the LGO if they do not deal with our complaint according to standard complaint procedure before I received their final reply to my claim.
I had a look at their review and it is bad! Especially over the past year. It seems many people are complaining about their customer services. Check Review Centre: 185 one stars and 30 two stars out of 555 reviews!

I studied Soft Furnishing at Morley Colege SE1 London.
Feathers, now a day, are rarely used, and if used it has to be specified during marketing to prevent allergies.