Consumer rights when buying a sofa
If you have experienced problems buying a sofa or having one upholstered, then you are not alone. Complaints relating to sofas feature significantly in Consumer Direct’s top ten and the problem shows no sign of improving. So what do you need to watch out for and what are your rights?
Cooling off?
Buying a sofa is a big commitment, particularly if you have signed a credit agreement to spread the cost over several years. The first thing to be aware of is that any contract you make in-store will be legally binding from the moment you sign. You cannot simply wander back in the next day and tell them you’ve changed your mind. Cooling off rights only apply where you have bought the item by mail order – over the phone, or via the internet. And even then, it does not apply where sofas have been made to order – which is often the case.
Ordering and delivery
An approximate lead time will be given in your order. Although this is not legally binding, it shouldn’t take much longer than this. If you are experiencing what you would consider to be an unreasonable delay, you can make ‘time of the essence’ by writing to them, requesting they fulfil their contractual obligations within a specific time period (14 days), otherwise you will end the contract and request the return of any sums already paid.
As any sofa retailer will tell you, they cannot be held responsible if the unit is too big for the room, won’t fit through the door or up the stairs. Neither will they be liable for the cost of removing windows etc and are within their rights to charge an additional fee if they have to take it away again. It may seem like an obvious point, but the number of people who do not measure the doorframe in relation to the sofa is quite astonishing. Similarly, those in three-storey homes with a first floor lounge, should make additional allowances for a winding staircase.
Your consumer rights
Any sofa you buy should be of satisfactory quality, fit for the purposes specified and as described. Therefore, if it is described as leather, that’s exactly what it should be. If it described as a particular colour or fabric, it should not differ widely from this. If it a sofa-bed, it should function as a bed as well as a sofa. It should also remain in good condition for a reasonable length of time without sagging, coming apart, or deterioration to the fabric. Just because you have had the sofa for some time, this does not prevent you from making a complaint on the basis of premature or excessive wear and tear.
If you are making a complaint, the retailer will always be your first and only port of call, and not the manufacturer. Retailers may also try to tell you that there is nothing they can do because you are outside your warranty period, or because you don’t have one. A warranty is irrelevant where quality and durability are concerned, and you have the right to a remedy under Sale of Goods.
The trader’s obligations
If the sofa which has been delivered is damaged, of poor quality, unfit for purpose or not as described, you have the right to reject it and claim a refund. However, where a repair is feasible, you must allow the trader the opportunity to do this in the first instance. The trader must cover the costs of the repair (including collection and re-delivery) and must not take too long. If a repair cannot be carried out, or has been poorly carried out, if it has taken an unreasonable length of time, or if you have experienced significant inconvenience, you are then within your rights to request a replacement. If neither a repair or a replacement can be effected, you can then ask for a discount on the purchase price or your money back.
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hello I bought a couch from one furniture shop near my place …I was under the influence of medication due to me having sevire dipresion and anxity …the man saw I was realy down cos I tald him I feel sick and he was putting a form for me to sign …he didn’t explain to me what its for I was realy sick that day & olso was hot day I couldn’t see in front of me …so he sold me a couch with out relize in it …he was nurves and insisting for me to sign paper …..next he asked for my bank card and I got a couch from floor …I had it diliveres the next day & the stitches are coming out ..I can hear the wood crackling …couch looks 2nd hand ..or return item …I called him to tell him I don’t want this couch & he was screaming on the phone saying to me il see u in court …he never said il fix it …since he tald me 1 year on the cover & 5 years on structure of couch warrantee …2day sunda I got a needle and started sawing the couch looks awfull & I think some thing broke inside ..I heard a bang …he said he gave me big discount & helped me enough ….I tald him iam disability pensioner and he took advantage of me ..iam very poor …he was hugry for money and acting funny too ….he realy wanted this couch OUT OF HIS SHOP I wonder why …I payed all up $870 with delivery around the corner from his shop …can some one help me iam all alone ….0412916822 …the couch is falling apart …I need ur help plzzzzzzzzzzzzzzzzzzzzzzzzzzzzz !! thank you maryanna Dallas …
I bought a new recliner chair from store. Tested it in store and liked it. Waited 12 weeks for delivery of chair. Have had it for 1 month and find it very uncomfortable and no longer sit in it. Contacted company for refund or exchange for another chair but they say they said there was nothing they can do about this because it’s not faulty goods. Have I any rights or am I stuck with the chair?
I received a ‘corner sofa’ from an online catalogue. It is covered in Mould, 1 piece is damaged, and I have 3 pieces the same, that don’t go together as they are exactly the same. The company say I can’t have another delivered as I don’t have enough on my account and I have to wait until they have received the item back and credited to my account. Can they do this?
I purchased a 4 seater a love seat and a chair from Harvey. I chose the sofas as they had firm seat
cushions. After 5 months the seat cushion on the chair was sinking to half its size when sat on. I called Harveys they sent out an engineer who said the foam had collapsed. I explained there was only two of us living in the house and as he could see neither of us are large people. Also I alternated the chairs on a monthly basis and also turned the 4 seater cushions over weekly.
They replaced the chair cushion, then in January I called them back again as not only the same chair cushion had collapsed but the four seater cushions were going the same. He measured them said they
had seemed to have gone the same and he would report it to Harvey’s.
That was on the 8th February. I called them today and was told that it was not a manufacturing fault and they couldn’t do anything. The sofas are not even a year old. What can I do???
Mrs Meah
Hi I’m looking for a little bit advice I bought a sofa from my local store. When I was in the store I took a photo of the sofa and when my sofa came on Friday it looks totally different colour in my house it’s so dark and doesn’t go with anything in my living room. I went down to the store today and they said it was the same as the one I got delivered. They said it must be the different lights from the store to my house . Can you give me any advice please.
I purchased a 2 seater sofa from ScS in January, believing it to be real leather. Turned up plastic. Upon first contacting them about being miss sold the sofa, they initially just offered me a full refund. I’m severly disabled & would have nothing to sit on. Because the next day they phoned to inform me that the only way to get back my cash was if they took away this plastic one called endurance leather man made boded plastic, contains no animal hide at all. Miss selling is something ScS have history of, they were done in 2015 for the same practice. I calmed down & phoned back to arrange for a different 2 seater sofa and I keep this until that is ready. They agreed. I was promised that the manager would search for me. He got back in touch with me earlier today to say he’s found one. I asked about the price & he said about £30-£40 more than mine, but he could do the paper work and arange for it to go through. I searched their site & yep its actually over £100 cheaper than mine meaning they have tried to obtain money by deception. So every hour I’m posting on twitter about how ScS are treating customers & disrespecting a disabled man, who is severly ill & vulnerable. Its distgusting but please if you see any then please retweet. Scs=Sofa Con Specialists.
17rh May 2018
We purchased 2 leather sofas from scs, they were delivered may 2013, one of the arms was torn and after 3 attempts to match the leather they decided to replace both sofas.
The 2 new sofas where delivered on the 14th March 2014.
After 3 1/2 years the seats started to peel, now every surface is pealing, I have been in touch with SCS and they have offered to take the sofas away and give 20% of the total cost which was £2198.
At the time of purchase we asked if the leather would be hard wearing and the sales man insisted it was the best quality leather.
I’m totally appalled today to find out that it’s not leather at all but a product that is actually sprayed onto a backing.
Where do I stand according to SCS, they are not prepared to up there compensation.
We purchased 2 leather sofas which arrived in April this year. The leather has come away on the headrest on one side of one sofa. We contacted the retailer who send out a company to report on it. They have said it was fair wear and tear and we should not have put our head on the headrest (it’s a recliner). Can we get a refund?
My boys dad got a 3 seater recliner he now has a split in it it was within his warranty but company saying there’s nothing they can do as wasn’t damaged when was delivered no it wasn’t but it has a split which obviously poor quality made they were one name now have changed to a different name and apparently doing tougher leather so what does that tell you it’s not right or fair how people treat people there’s no phone number only email to contact them it’s taken this length of time to email he was within his warranty he’s not asking for money back but a replacement what can i do to resolve this issue thanks
Also having the same issues with Scs… have had a over 2k sofa for 3 months that’s had minimal use and the seats are all misshapen and the scatter cushions are all deflated, have already had a technician out due to squeaking, the woman at scs is basically saying that is what the material is like and continued to reiterate to me
That if needs to be “dressed” daily, which I do more than once a day and if still looks like a bag of poo!
I’ve said the material used is clearly not fit for purpose and her remedy is to offer me an upgrade for more money!!!
Frankly they can get stuffed … I’m not paying out anymore money on this cheap rubbish they’ve sent me because the materials they use are inadequate.
I have another inspection arranged – and I’m sure it will be another fob off by then but I’m not letting them get away with this!
The sofa range is the quantas one so don’t buy it!
One of my seat pads at one end measures 6 Inches thick the other is end of the same pad is 3 Inches, and to the subhumans who work in their customer service this is “acceptable” for a 3 month old sofa.
They are desensitised muppets who probably get complaints all day regarding the poor quality tat they sell at over inflated prices!
I purchased leather 3 seater chaise, a double settee and a “cuddle” seat from Next in April 2018. The order was to take 12 weeks for delivery. One week before expected delivery Next telephoned to say the company they were using to make the settees were no longer working with them and could they offer me a choice from their online settees.
I chose something similar and it was delivered within 2 weeks.
By Octber the chaise was replaced (after technician visit) because the frame wasn’t made properly, by November the double settee was replaced because the stitching had come undone. In January another technician visit because the chaise had lost lumber support but I was told this happens. In August 2019 another technician visit, the lumber back support now significantly lower and the cards within the armrest broken. We were told the lumber lowering is expected, after 1-2 years but leaning on the armrest is basically leaning on wood. The technician wrote the armrest cards were broken, the lumber significantly lower. We explained the settee was 6 months old! He wrote the settee was not a manufacturing fault, however he added we didn’t want another replacement as it isn’t fit for he purpose.
More emails from Next, this time confusing the technician visit reports and today being “granted” replacement cards for the armrest but it will take at least 4-6 weeks before they can do this!
I have no doubt the repairs over the next few years will continue, disruption to our household, a settee not worth the money and one we can’t sit on because it’s uncomfortable. I just want my money back and this farce to end.
We bought corner sofa from ScS one year ago and we have called repair man twice to check the sofa. On second time he told that sofa is in that bad condition that it cannot be fixed again. We contacted to ScS and it took over 2 months to get reply from them. Manufacturer was honest and told that there has been problems with this sofa model because of wrong materials used in body of sofa. ScS told us that we can get one of the following options:
1. Replace same furniture
2. Go to store and choose new furniture
3. Try and get refund (we have to go in store for this)
ScS Croydon manager called us few days later and told that we cannot get full refund of this sofa, because we have used it already one year. Funniest part in this situation is that we have 20 years warranty for this sofa and it is so bad quality that it doesn’t last even a year! I want full refund and I can be quiet after that. If I cannot get I will take this to court and be sure of it everyone hears of this. Never buy anything from ScS!
Ive bought 2 x 3 seater sofas on line fro homedone
I ordered 28th nov and was told on line when i paid the £650 that they wouldbe delivered on 17th dec
Ithen had them delivered 2 days later and yes i was over the moon until saw they had tobe made up
Ive recently had a heart attack on 1st august andi could not do it a lone somy young son helped which was a total nightmare
It took us 6 hours to put these 2 sofas togerher and omg im so annoyed they are not what i expected
Firtstly the instructions were terrible so it said to scn bar code on instruction form and it would show a video
So the video started 2 little chinese people putting it together in minutes but it was slightly different to my sofa
So eventully we got it together wow as soon as you sit on the seat its hard and ll you can feel is themetal springs actually in the seat nd then they are on top of a metal bar hardly any cushion filling with the back cushions or the seat cushions
They are of very very bad quality i know some people may think £650 for 2 sofas is not bad but to me single prent with disabilities it is a hell of a lot of money
Ive tried since monday to contact this company but keep getting email replies asking me what tbe problem is
Ive told them on 4 seperte emails and also hve sent photos and still nothing
I first said send some more filling for cushions and memory foam to put under the cushions but got no response
I dont have the packaging as my son took it all to the skip so i have these 2 sofas that are very small….. very badly made…..and very uncomfortable
I dont see why i should be £150 or so to have them sent back
Am i in my rights to say i want a full refund and i want them to come and take them,
What are my rights..
Bought sofa DFS. Leather. Sagging from day one after sitting on it for one hour
Emailed photos and letter of complaint requesting full refund.
Upholsterer coming to inspect it.
If they say it needs repairing. Do I have to accept repair.
If it needs repairing I’ve been sold a defective sofa.
Am I within my rights to refuse repair and demand a full refund?
We bought a 3 seater and a chair from furniture village waited 15 weeks for it the leather on the settee crested the leather on the arms not the same, the settee is a click together which we didnt know at time of purches which there is a gap in couch when sitting on it. The legs on chair are marked and not fitting flat to base of chair it self. What are my rights on an exchange or refund.
I Bought two 2 seater sofas and a pouf as a set. One of the two seater sofas is damaged what can i do
Hi just purchased a sofa in august it got delivered in December 2 weeks before Christmas. After the first week it broke apparently an expert came a week after said the hinges are completely snapped and can not be repaired until knee parts which said in March. It’s over £4000 this sofa and I’m fuming all that money with all the electrics parties Christmas birthdays and haven’t had a working sofa is completely ridiculous honestly. They said best they can offer is £250 off a £4000 sofa what shall I do what steps shall I demand and take as it’s not good enough