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Sofaworks false advertising and faulty goods


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yes informed our cc about a chargeback, just doing a letter to send to them with the details,

Will send the £10 and get the report sent to us as well.

I have got a independant inspection done this morning, he said its under filled and will be doing the report ASAP for us.

 

thank you for your help everyone

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Well, it looks as if you are on the way to a successful conclusion with your complaint with SW. It is YOUR money after all. I wish you all the best.

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Morning all.

Just to let you know some more info ref our suite.

My mother bought us this suite on her credit cards, she has contacted her CC, for them to say we can not do a charge back due to she bought the suite as a present to us, therefore the suite does not now belong to her, so no chargeback!!.

So we now have to wait for their inspectors report to come.

I am going to Citz advice some time this week to get some advice.

Do I have to go through the obudsman first or can I go straight to the small claims court

 

Many thanks

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Once you have an independent report in your favour to challenge SW's report, send a letter of intent to SW telling them you have such a report and you intend to take your complaint to the Small Claims Court claiming any additional costs for any report you have paid for. You do not need to go through the Furniture Ombudsman. The only way to have a truly independent decision on your sofa, is through the SCC. As long as you have your own independent report showing defects not due to any wear and tear as SW have suggested to you, this is enough to challenge SW in the SCC. SW will know this from several previous sucessfull complaints against them.

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Any updates on this ? i have a problem with the blackjack sofas we purchased. 1st reported a problem within 10 days as the cushion was uneven they sent someone to look at the suite who said it was a problem with the fiber filling. they have offered to repair it by unstitchine , refilling and then they want to glue the seam back ! dont think i am happy with that !. I am going to ask for a copy of their report and then get someone independant to write a report. can i ask what companies people are using for these ?

Thank you x

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I am waiting for a copy of my report from SW before informing them that I will be going to SCC,

I have got a local upholsterer to visit and do the independant report, straight away he said it was not filled correctly.

thanks

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Thank you for your quick reply. I have just had an email from sofaworks tells me to send 10.00 for a copy of their report. I will phone around and see if I can get anyone local to come out to mine. I am so disappointed I feel like I have just threw £2800.00 down the drain !

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Hi Happyhill. If SW sent one of their technicians to look at your sofa and they have put on their report that there was a problem with the fiber filling, at such an early stage in your ownership of the suite then that could be a manufacturing fault. See what they put on the report when you get it. If you bought the sofa on finance, then inform either your cc company or finance company, as they should help you with this problem as they have a duty of care towards you, and may help with an independent report. When looking for a company to do an independent report, try and find one who is not connected to SW.

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Happyhill, we feel the same, its a lot of money to spend then they dump you when you have a fault.

We will be going to the SCC once we have all the reports in place

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We paid a 450 deposit on my husband's debit card and then the balance on a different debit card just before delivery. I have sent sw a cheque today for a copy of their report.

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  • 2 weeks later...

I have received a copy of the and it has a few mistakes. It was delivered on 24th March 2015 I phoned and complained on the 7th day after delivery. They inspected sofa on 23rd of April.

The report says the fault accrued 3 weeks after delivery.and it states it's a manufacturing fault as the seat interior is not sitting level as missing fibre top filling at the back of fixed cushion making seat look and feel UN level.it also says when Sat on you tilt into corner due to the foam density loss so soon.

It says action taken.

To resolve this the sofa would need a new ref seat foam and fibre interior sent and fitted allowing 2 hours to fit

Possible origin - undetermineded

Problem area : frame issue.

3 photos of the sofa are on the form which clearly shows uneven cushion.

 

I received an email from sofa works saying the matter was resolved.! I sent a reply asking how they had resolved the problem and they replied we offered you a repair as it was small repair needed and I declined so they have said repair or nothing ! I have told them that I want a refund or replacement but they said go to the furniture ombudsmen. I am so upset this was delivered like this I should have refused it but I did not notice until I had signed for it. I don't think a 2 hour repair is minimal . What shall I do ? Go straight to small claims ?

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Raffles Suite

 

Waited quite a while for our new suite to be delivered.

 

BEWARE BEWARE BEWARE OF THIS COMPANY.....NO SATISFACTION WILL BE RECEIVED, AT ALL.....

 

After we had the suite a few hours noticed problems with back cushions out of alignment, customer service are dreadful, hit a brick wall with our complaint, they do not consider this a fault. TAKE NOTE all suites in their showroom and TV adverts are without this problem, we have crumpled leather below the two seat settee, it also has flat foam on the foot supports on the recliner, none of these are classed as faults according to the company.

 

Beware of this company, they aren't concerned with my complaints, request £200 to return it, we complained immediately, didn't leave for weeks.

 

My advice, go to a company that you can see the three piece that you are buying, cant be trusted to deliver a good one and once lumbered with this heavy item, have you over a barrel....

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Just an update on ours,

Got the report after paying £10, states no fault!, but does say customer unhappy and will go further if nothing is done, more about how we feel than the suite.

Got a local company to come and do a independant report, as soon as he walked into the living room stated filling no correct and faulty,

Sent a letter to SW giving them 14 days or we shall be taking it to SCC and we have a independant report,

Email from SW yesterday afternoon asking for a copy of the report, email sent back saying of course but will cost you £10.

Then another email from a different customer service person, saying that we dont have to send them the report, but they can not help if they dont see our report, lol.

Email sent back asking for no more emails. but please send official letters so we have paperwork for SCC.

Looks like its off to SCC. do they go to court? or see how far you will take it?

 

|Thanks

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Raffles Suite

 

Waited quite a while for our new suite to be delivered.

 

BEWARE BEWARE BEWARE OF THIS COMPANY.....NO SATISFACTION WILL BE RECEIVED, AT ALL.....

 

After we had the suite a few hours noticed problems with back cushions out of alignment, customer service are dreadful, hit a brick wall with our complaint, they do not consider this a fault. TAKE NOTE all suites in their showroom and TV adverts are without this problem, we have crumpled leather below the two seat settee, it also has flat foam on the foot supports on the recliner, none of these are classed as faults according to the company.

 

Beware of this company, they aren't concerned with my complaints, request £200 to return it, we complained immediately, didn't leave for weeks.

 

My advice, go to a company that you can see the three piece that you are buying, cant be trusted to deliver a good one and once lumbered with this heavy item, have you over a barrel....

 

Sofaworks has a facebook page, I complained there and included a picture, a guy got in touch offering to help, I replied no action so far, others can do the same, make buyer aware of terrible issues!!!!!

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  • 2 months later...

Just an update for you all, kept on at them with pics and another independent upholsterer report, and told them that my solicitor had told me no emails it had to be in official letter from them etc.

The name I dealt with was Natalie Hammond at sofaworks, very rude and no idea of customer service.

We had a call yesterday to go an re select another suite, which we have done, we got another 5 years platinum leather protection, and got it in writing that if we have the same problems as before we will be getting a refund.

We are now waiting for a delivery date, please keep going at them, threaten with SCC, etc

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SOFAWORKS no customer satisfaction.

 

Latest our complaint to the furniture ombudsman failed, sofaworks probably pay to become a member, a complete waste of time our time and effort, time ticks on form our original complaint tow days after delivery of our suite.

 

Sent an email to office of fair trading via the citizens advice.

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fazzer, I would get your own independent upholsterers report, ours was a local guy who never charged for 2 reports, do a report with pics on.

We used credit cards but they declined to help us, so your not really covered by them really, its their own credit people so not sure if they would help.

Send a letter stating you have had no resolution and you have seeked legal advice and will will taking them to court in this matter, along with the report and pics this should help.

It has taken us 4 months to to a resolution, you just need NOT to give up, there is the sales of goods act, and they are also contravening UNFAIR TERMS IN CONSUMER CONTRACTS REGULATIONS.

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I have a dispute with sofaworks that has been going on since end of March 2015 when they delivered two sofas with manufacturer defects. Lucky for us we paid 280.00 deposit on credit card and the rest on debit card .

Sofaworks are a terrible company and only listen when you issue a claim in the small claims court. Our credit card company have said they will 're pay us the full amount and the cost of our own independent report.

If you need any help dealing with these cowboys please contact me . They will try to ignore you and if that doesn't work they try to bully you. They are going to appear on rip off Britain tv programme in Sept !!!

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We had the same experience, back cushions 50mm above the other two, sofaworks said that isn't a fault errr hello it is, the furniture ombudsman a complete wast of time and effort, useless... currently trying the office of fair trading, we appear to have no rights. Time ticks on from delivery and our complaint two days later, a disgrace!

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