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Found 3 results

  1. Hi, Hoping for some advice. Sorry for the long winded explanation. I have had some sofas delivered to me last week, 23rd May 2018 from Sofology. Two days into having the sofas we noticed, 25th May, one of the recliners was wonky and has not been aligned correctly so I sent Sofology an email with photos asking them to correct this. I received an email telling me I will be contacted within the next week for a service visit. Three days in, 26th May, I now notice a gathering of material on where I sit and the back supporting cusions. I sent an email to Sofology explaining the problem and expressing my disappointment. I also told them I wanted to raise this as a complaint. I got a call from Sofology 28th May wanting to book a technician to correct the alignment issue. I asked the lady on the phone if they will also be looking at the creasing. I was told they has a technician look at the photos of the creasing and they decided there was not anything wrong with the sofa. I explained to her it wasn't fair they made this decision without informing me. She also advised to give it 6 weeks for the Sofas to settle. To keep whacking the sofa regularly. This was done over the phone so I sent an email confirming our telephone conversation, I also attached a further crease which I noticed on the actual recliner. I woke up this morning and the creases/sagging are growing further and the sofas already look 6 months old when they are not even one week old. I have sent them another emailwith further pictures but I am scared they will keep fobbing me off. What steps do I need to take to take this further?
  2. We are looking for advice prior to emailing Sofology. We purchased a 3 seater, 2 seater and 2 leather chairs which were delivered on Friday 9th March 2018. We paid 1,000 deposit and 4,097.00 both by credit card prior to delivery which was initially 5th March but delayed until 9th March due to the weather. This is now 13th March and although we have only sat on the 2 recliners for a period of 12 hours in total they have puddled where we have been sitting. The arms of the sofas are creased and the delivery man told us that they should come out within a 6 week period. Looking for advice on what we should input before emailing them. We did call their Customer Service and were told to email. Not happy with a 5,097.00 leather sofa set that sags, all still have the tags on.
  3. Hello, I am new to this so I hope I get my post right. We bought two DFS sofas 18 months ago - one large leather 'Oskar' and one smaller fabric 'Shout'. With perfectly normal use, the Oskar sofa has sagged quite significantly in the middle, by about 1.5 to 2 inches. This looks odd and makes the sofa quite uncomfortable as it makes you lean in towards the middle when you sit on it. We were really unhappy about this so I telephoned the DFS store where we purchased it and they agreed to send a Service Manager to come out to inspect the sofa, which he did a few days later. He said that this wasn't a fault but is normal compression or softening of the foam. He stuffed a few sheets of blue foam into the underside of the sofa and told me that he was doing so as a gesture of goodwill as apposed to acknowledgment of a fault in the product. He also told me that we should make sure we sit evenly along the length of the sofa. I disagreed but let him go on his way. I then telephoned DFS Customer Services to express my dissatisfaction and they told me that they would speak to the store manager and get back to me the same day. The next week I heard back from the same store representative that had come to do the makeshift repairs to the sofa and was told again this was not a fault and that this happens with all sofas. I explained that the other DFS sofa we have (the 'Shout' one) hasn't sagged and that I consider this sagging on a sofa that we paid £2,000 for less than 18 months previously was not acceptable. They told me I should take it up with the Ombudsman. I asked them to send me an email confirming that the sag of 1.5 to 2 inches is normal and not a fault. They did send me an email but did not mention the size, even though this was confirmed on the telephone. I hasten to add that I recorded all of these telephone calls. I am at a bit of a loss and feeling really unhappy with the quality of this expensive, saggy sofa and how they have handled this. I would be so grateful for any advise on what to do next. Hope someone can help.
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