Hello,
I recently bought by mum 2 x 2 seater leather settees from Sofology costing £2300. They were delivered on 7 November 2022 and within days of normal use by my mum and stepdad, the backs on both settees were showing signs of sagging. My mum reported this as a fault to Sofology and provided photos to support her complaint.
Sofology sent one of their people to my mum’s house on 29 November and his assessment concluded that there is no fault on the settees, the rear cushions just need vigorous plumping on a daily basis to keep their shape.
My mum has been left in dispute with Sofology as they are denying any fault exists and therefore she has no right to refund or replacement. As she is in dispute with Sofology they are now going to send out an ‘independent’ assessor to look at the settees and feedback to Sofology.
My concern is that if he reports back that there is no fault, my mum will be left with two new settees, weeks old, that are not of good appearance, would appear not to be very durable and have not remained in a good condition for a reasonable amount of time without sagging.
In addition, at no point during the sale process in store, did the adviser state that the cushions needed daily plumping to maintain their shape. His advice was focused on care of the leather and suggesting the purchase of a leather care kit at additional cost. This would be more difficult to prove, however I would not have advised my mum to choose settees that needed daily plumping if it had been made clear, as she is 76 and suffers from arthritis. She herself wouldn’t have picked the settees if she had been made aware of this requirement.
Therefore, I foresee an impass situation ahead if the independent assessor decided there is no fault with the settees and my mum is left with them, which in my view are not of satisfactory quality and will not be durable for any length of time.
Can you advise on options?
Many thanks,