My in laws have purchased a settee from Sofology Sofas.

When they went to purchase the suite they tested it for comfort

as this was very important to them as both have cancer

and my father in law suffers with a very painful leg and back since his cancer treatment

and my mother in law has cancer and Lupus which is a very painful illness

and she suffers with severe back pain.

The suite they picked seemed very comfy.

The only change they made was the material they wanted a cord type material which was all okay.

They have had the suite for 8 weeks now and are using garden chairs instead of sitting on the settee

and chairs as it is so uncomfortable and when they have sat in it for a while they are in pain.

There doesn't appear to be any give in the suite so although there isn't a definite fault there is something very wrong with it.

I have looked at their website and note they belong to the Furniture Ombudsman, not sure what this means.

There is also a 10 year guarantee on the suite.

Any help would be really appreciated.

Hi,

Your first port of call would be the store they bought the sofa from. It may be that the filling is so bad that it has settled so that it becomes firm. A lot of firms use cheap plastic filling whereas I much prefer foam.

Explain quite clearly what the issue is and you never know, they may be able to offer help. If a phone call is made, record it (just in case the refuse to assist)

The Furniture Ombudsman has been shown as being next to useless as what they say to the customer is totally different from what they say to the store and rarely help the customer. Why? because they don't want to bite the hand that feeds them!

Thanks for the quick reply Silverfox. So other than talking to the store there doesn't sound like much else we can do, legally that is? I thought that was probably the case but was hoping the guarantee was worth something?

I have looked at trust pilot and they have a generally great reputation so I don't think you will have much of an issue with them.

The sofa must be at fault in some way as it is so uncomfortable.

Thank you for your help, fingers crossed for them.

Is there an update to this issue, please ?

Hi there,

I am so sorry to hear we have let your mother and father in law down. I understand this must be a stressful time and furniture is the least of your worries. I would really like to look into this further for you. Please can you provide me with your in laws reference number or postcode? I will need to speak to them first to authorise you on the account, but after that I am happy to assist you directly if that is easier.

Thanks, Kylie

Unfortunately due to their health problems they haven't been able to take this any further. Thank you for your help.

I am really sorry to hear that. If the situation changes at any point or you would like to deal with the complaint on your parents behalf please do not hesitate to contact me directly.

Best wishes to your parents and hoping for a speedy recovery.