Land of Leather - sofa dip!!!

[JunipaJen]

I purchased a Land of Leather, three piece, brown leather sofa called Margaret last year and it was delivered on 23rd Dec 2006. (£799 deal). After (roughly) 6 months I noticed that the three seater's frame had dipped in the middle. Only now at the 10 month stage did I learn about this 6 month rule of refund on workmanship. I am unsure of the first date when I reported the fault. The couch has not been miss-used in any sense. It is used by 2 adults, no kids.

 

I have had three repair men out and I am still not satisfied. The first repair man put a foot in the middle that didn't even touch the floor. (I was not present at this repair). The second man gave the frame a foot in the middle that did push the frame up wards which was ok for a while but then became like a see-saw. Now that the frame is bent, I think that the couch is unrepairable, this was admitted by the last repair man, although he said that my floor surface did not help the problem. He says that because my floor is uneven (not my fault - in a brand new property with new flooring) this has resulted in the couch frame dipping in the middle, which is rubbish, the matter of fact is that there was no support in the middle of the couch and that is why it has dipped.

 

I am still awaiting a reply from Land of Leather and it is coming up to the 12 month stage (Dec 23rd), then they will not want to know. I would be happy with a replacement but I would only be happy with the same model (with support in the middle), however, I know that they do not make this model anymore. I don't like any other styles from the store and would only be happy at this stage with a full refund, however, I think my chances are really slim.

 

Does anyone know where I stand or how I can get help. I have tried going to the store but the staff are really snotty and the Manager is NEVER available. If this couch had support in the middle from the start I would never of had any problems. I don't understand why they make them like this.

 

Can anyone offer any advice of anyone who can fight this battle for me as I feel I am getting nowhere and I am not strong when it comes to complaining.

[Darren]

Send S.A.R - (Subject Access Request) ask for everythiing especially technicians report. our first technicinas report stated that it was unrepairable.

 

They sent S.A.R - (Subject Access Request) back within a week with all info and returned cheque saying they dont charge (this has been the only good thing they've done) Plymouth store doesnt record calls but they make notes of calls and what was said, well most of them, our bill does show a few calls that they didnt record details of.

 

I am supprised at their action though. If they were to replace the Item now (less than a year old) they can claim from manufacturer, if it goes past one year it is their sole responsibility.

 

 

good luck with these people they are very frustrating to deal with as you ask them a question and they reply with the answer to a question you didnt ask

 

I think my chances are really slim.

 

.

 

I think your chances are really good, especially when you get the technicians reports and other info

[JunipaJen]

Thanks very much for your reply and advice, Darren.

 

I will request the S.A.R as soon as possible, as time is running out for me (23rd Dec). I also contacted a local radio station who deal with consumer complaints and they are on the case for me also.

 

fingers crossed!

[Darren]

Make sure you ask for all information they hold on you

 

Hear is my thread http://www.consumeractiongroup.co.uk/forum/other-stores/83002-land-leather-lol.html, just to put your mind at rest over the time issue

[JunipaJen]

Thanks again Darren, seems you had a bad time trying to sort things out!

 

Well, since yesterday, things have progressed. I received an unexpected phone call on Monday night....

 

The Regional Manager from Land of Leather called, he had been getting grief from the A-Team at BBC Radio Merseyside (BBC - Liverpool - BBC Radio Merseyside - A Team)

on my behalf! He has seen my email and was concerned with my comments about snotty staff etc. I was surprised at his concern over his staff as he should have been focusing on resolving my problem. Anyway, after a lengthy conversation he has agreed to replace or refund me in full and has promised to put it in writing!!! To be honest even though he is keen that I choose another suite from his "42 new lines" I think I would rather take the money and run as I'm not satisfied with the quality of the products overall compared to what else you can get for a similar price. And also after reading about all the other complaints about Land of Leather, it has put me off for life!

 

In conclusion, it seems that complaining as an individual gets you nowhere or at the least takes a lifetime before they take you seriously. My advice to everyone is to see if there are similar help groups nation wide who can help consumers like us and speak on our behalf.

 

• A-Team
  
• Citizens Advice
  
• City Council
  
• Trading Standards
  
• Consumer Direct
  
• Local Newspaper / Radio Station

Once a company knows you are serious and is worried about their reputation, they are quick to react and resolve the issue.

 

So, a good, fast result after all! I shall await his letter eagerly and keep you all informed with what happens next......

[Darren]

I think I would rather take the money and run

 

I dont blame you

 

Glad you got it sorted