problems with @Sofology **Solved - Money refunded**

[Maggie1980]

Hi

I bought leather sofa from Sofology for £2000. It has been delivered on the 07.06.19 but it's faulty. I contacted customer service and took photos on the same day and asked for help.They sent "independent" technician 2 weeks later who told me he can only take photos. Later on the sane day Sofology emailed me that the technician resolved the problem. Since that time the customer service ignores me. It's shocking and I feel like dealing with [problem]! I need to return the sofa as I know they won't help.I don't know how to tackle this problem.

[BankFodder]

You had a 14 day cooling off period which entitles you to return the item for any reason within the first 14 days after its delivery. It seems a shame that you appear to have missed that particular landmark.

You now have another landmark and that is that under the Consumer Rights Act if a defect manifests itself within the first 30 days then you have a right to reject the item and to insist on a refund or a repair at your choice. The defect would have to be sufficiently important to mean that the sofa is not of satisfactory quality.

Please can you tell us about the defect. You haven't given us any detail at all

[Maggie1980]

I think Sofology booked their technician only for the 21st June on purpose to make sure cooling off period would expire at that time as the deliver was on the 07.06 so exactly 14 days earlier.The fault of the sofa is clearly visible,  2 parts of the sofa don't fit together ( one shorter than another), the reclining mechanism is not working properly it jams frequently in one part of the sofa but I didn't report mechanism problems because it started later on.

[BankFodder]

In that case you should detail all of the faults which have occurred so far and write to Sofology and tell them that as a result of the faults you are asserting your right to reject under the consumer rights act. You require them to arrange the collection of the sofa and to refund you your money

Let me say right now that our experience of Sofology is that they will be extremely unhelpful and they will prevaricate. It's up to you whether you want to allow yourself to be drawn into a protracted argument. Eventually you will have to decide whether or not to threaten a county court claim – and then to follow through with your threat. It's not worth bluffing. They are likely to test your resolve.

Whatever, assert your right to reject in writing. This has to be done within the first 30 days of delivery so you are well in time. Send them the message by email and also by letter if you have any phone calls with them then make sure you have read our customer services guide and implemented the advice there

[Maggie1980]

Thank you for your advice, I will write the letter to Sofology and see what happens next. 

[BankFodder]

Good. Don't expect very much to happen unless you are prepared to force their hand.

[Maggie1980]

I'm ready to take the case further if I need to,I will even start small claims court procedures if I need to

[BankFodder]

Let's hope it doesn't come to that but we will help you if it does

[Maggie1980]

thank you, i mean the issue is so visible that there is no question I could loose the case so I'm confident with that.Imy sure I will ask you for help.Thank you in advance!

[Maggie1980]

Good afternoon, after several e-mails and phone calls between sofology and myself, yesterday I issued the letter that was advised here and got phone call today saying that they want to collect the sofa and return my money, full amount ( together with delivery charges and insurance). I asked to confirm all of that in the e-mail and we organised collection of the sofa for next Friday.

Could you please have a look at the e-mail that I received if it contains everything I need to be assured that I will get my money back?

I paid cash but was told that they will pay back on my card or by cheque.

 

Good afternoon Miss Baran,

Thanks for speaking to me today. I have booked the collection of your furniture for 10/07/2019.

This is an all-day service from 8am-8pm, you will receive a text and email the night before with your estimated slot, and the drivers will call on route.
Could I please ask that someone over the age of 18 is present and that all access routes are clear of any valuables, or breakables for the collection at:
(my address which I removed)

If the drivers arrive and there is no one home, they will wait 20 minutes and will try to contact you, after this time they will move on.

If this date is not suitable, please call 03444 81 81 81, pressing options 1, 1 then 1, within the next 24 hours to arrange a more convenient date, at least 48 working hours prior to the collection.

Your refund of £2030.00 will be processed back to you once the furniture has been returned to the depot.

Thank you,

Kind regards,

Amy H
Priority Support Specialist
Sofology

[BankFodder]

It looks fine. Please keep us updated as to how it goes.

[Maggie1980]

Today I received money back to my account for returning the faulty sofa.I must say that Sofology responded very quickly after I threatened them with the letter. Thank you very much for your valuable advice!

[BankFodder]

Thank you for letting us know. Well done.

I have the impression that Sofology follows the threads on this forum and once they realise that somebody has come here and they have had their rights explained to them and that they have been advised to consider legal action, that Sofology realises that the game is up.

It's a real shame that this company behaves this way and I suppose there must be many other people who don't stand up for themselves. Such a shame.