I need some advice / help regarding a dispute I have with Sofology.
Not another one I hear you cry!
We bought a sofa from Sofology after seeing one in their showroom and falling in love with it.
The sofa is less than 4 months old.
We complained about the quality of the sofa:
excessive wrinkling of leather
improperly installed - the legs under the two seater part (it's a corner sofa) hover above the floor and do not make direct contact.
They sent a technician round who met with my partner who was mentally unwell at the time.
Shortly after she was admitted to a mental health hospital for treatment but is safely back at home now.
She was dealing with Sofology, but I have taken over as she is currently not able to cope with this and many other day to day tasks.
Some photos below:
Sofology closed the case after their visit stating their technician found nothing wrong with the sofa.
I wrote to Sofology asking them to reopen the case and provided various photographs.
An extract from my email:
I am not content with the response from your technician.
The sofa was delivered in July this year.
It is less than 4 months old.
I understand leather is a natural material and stretches over time but, the stretching the sofa has suffered is excessive given it’s age.
Our sofa is not as firm as the one we saw in your Cambridge showroom and the condition of the leather (it’s tightness) is also worse, despite presumably many people sitting on the showroom sofa to test it.
I would go so far as to suggest ours is made to lesser standards, with looser fitting leather and less/softer padding.
It is worth noting that these issues are localised to the two seater segment of the corner sofa.
The corner section and single seater return are not affected in this way.
This demonstrates that the problems are not prevalent across the entire sofa, and that the manufacture of the two seater section is of a lesser standard.
I trust the information above is enough for you to reopen the case and send another technician for a second opinion?
Their response to this appeared to by some standard wording about this is normal; you need to sit on different seats and rotate the seat cushions blah blah.
If they had bothered to look at my case in detail, they would have seen the cushions are fixed.
I've just written back to Sofology with a stronger tone informing them they have not adequately addressed my concerns.
That the sofa they have supplied is of unsatisfactory quality.
It is of lesser quality than the sample sofa we viewed in their Cambridge Showroom.
That they must re-open the case and that these issues remain raised within 6 months of receiving the goods.
I feel like this is just the beginning of a long uphill battle. Any advice would be greatly appreciated.
With best wishes,