I was with my mum when she was choosing. At no time during the sales process did the salesman mention that the settees needed any type of daily care or attention to maintain shape or appearance. They also didn’t look like the type that would need that type of care. The only reference he made to care was about the leather and how to look after it, convincing her to buy a leather care kit. I would not have advised her to choose anything that needed daily plumping and she herself wouldn’t have picked something needing that kind of attention. Funnily enough the settees in the showroom showed no signs of sagging or crushing despite customers sitting on them daily.

That is indeed where things are just now. Sofology claim there is no fault and that is their position so refusing right to reject.

The complaint was reported within the 30 days. The Sofology assessor has fed back to the complaint team that there is no fault with the settees, the cushions just need a ‘vigorous plumping’ every day!

Hello, I recently bought by mum 2 x 2 seater leather settees from Sofology costing £2300. They were delivered on 7 November 2022 and within days of normal use by my mum and stepdad, the backs on both settees were showing signs of sagging. My mum reported this as a fault to Sofology and provided photos to support her complaint. Sofology sent one of their people to my mum’s house on 29 November and his assessment concluded that there is no fault on the settees, the rear cushions just need vigorous plumping on a daily basis to keep their shape. My mum has been left in dispute with Sofology as they are denying any fault exists and therefore she has no right to refund or replacement. As she is in dispute with Sofology they are now going to send out an ‘independent’ assessor to look at the settees and feedback to Sofology. My concern is that if he reports back that there is no fault, my mum will be left with two new settees, weeks old, that are not of good appearance, would appear not to be very durable and have not remained in a good condition for a reasonable amount of time without sagging. In addition, at no point during the sale process in store, did the adviser state that the cushions needed daily plumping to maintain their shape. His advice was focused on care of the leather and suggesting the purchase of a leather care kit at additional cost. This would be more difficult to prove, however I would not have advised my mum to choose settees that needed daily plumping if it had been made clear, as she is 76 and suffers from arthritis. She herself wouldn’t have picked the settees if she had been made aware of this requirement. Therefore, I foresee an impass situation ahead if the independent assessor decided there is no fault with the settees and my mum is left with them, which in my view are not of satisfactory quality and will not be durable for any length of time. Can you advise on options? Many thanks,