Land of Leather Flakey suite

[RickB]

I bought a Juliet suite from LOL – 3 seat recliner sofa, 2 seat sofa and recliner chair delivered in Feb 06. By August 06 the leather on the recliner chair and left hand seat of the 2 seat sofa was flaking and peeling. I contacted LOL and was told someone would be sent to assess the fault. This indeed happened after several unreturned calls to LOL and in Nov 06 an ECOMASTER technician arrived to repair the faults, he assured us “we use the best of materials for the repair and it wouldn’t happen again”!

Lo and behold in July this year the same problem appeared again to the same seats only worse. Again after several calls LOL organised a call from an ECOMASTER technician. Having heard nothing from LOL for several weeks we phoned them to be told that as the fault was due to wear and tear they would not be repairing the suite. I told the person I was speaking to (who I assumed was a manager) that I did not think it was correct as it was the same fault to the same seats as previously repaired and how could it be classed as wear and tear to a “luxury” leather suite after only 6 months.

I should say at this point that both my wife and myself work, I have 2 boys the oldest who is 15 spends most of his time out with his mates/girlfriend or playing his computer/ps2 in his room and when he is in the lounge sits on the 3 seat recliner sofa, the younger one is 11 and prefers to sit on the floor to watch TV so the suite can hardly be classed as overused.

I asked LOL for copies of the ECOMASTER reports to be sent to me giving them 7 days to deliver, but of course nothing arrived and it took several calls from me to actually get them, the excuse was they were waiting on them being e-mailed through from ECOMASTER, but they managed to e-mail them to me 5 minutes later (I will try to attach them). The technician has said the suite is un-repairable which is why I think LOL are refusing to take any action as that would mean them replacing the suite or refunding our money. The technicians report also states as well as wear and tear a lack of maintenance as a reason for the flaking, we were given a “free” leather care kit with the suite out of which we used the cleaner, conditioner and cloth which when used came away with flakes of leather and the colour of the suite (chocolate brown). The leather suite we had previously (not bought from LOL thankfully) was never conditioned and was only ever cleaned with warm water and hadn’t flaked by the time we sold it 6 years later!

Am I being unreasonable thinking a “luxury” leather suite should not wear out in 18 months?

I was told by the person I spoke to at LOL (Alistair who I assume is a manager) that if I wasn’t happy I should go to trading standards!

I also stupidly took out the extended warranty which obviously won’t cover wear and tear so that’s another £200 down the drain.

Any advice as to whether we have a valid claim, and if so how we should proceed would be gratefully appreciated.

[gyzmo]

You have answered your own question. If their report says wear and tear after only a few months........

[RickB]

Thanks for your input gyzmo but I was hoping for a few opinions as to what action I can/should take in view of the time I have had the suite and the fact LOL will not budge from their attitude of we've made our decision and thats it. I also thought there might be others out there with the same sort of fault who would be willing to share their experience as I have never been in this position before.

 

Here are the technicians reports I received from LOL.

 

http://i237.photobucket.com/albums/ff270/RICK1EB/LOL/lol1.jpg

http://i237.photobucket.com/albums/ff270/RICK1EB/LOL/lol2.jpg

http://i237.photobucket.com/albums/ff270/RICK1EB/LOL/lol3.jpg

[gyzmo]

Hmm. The first report is very interesting and indicates that the suite is not of suitable quality (given that it shouldn't suffer wear and tear in so soon a time).

 

The only thing I could suggest is to obtain an independant report to state that the quality was not satisfactory. You will be able to claim back the cost of obtaining this. Write a letter to LOL stating that the copany has breached s. 14 (implied terms about quality or fitness) of SoGA in that the product is not of durable nature to be expected by a reasonable person. As such, you expect a replacement suite that does conform to the contract. Give them 14 days to reply (send recorded delivery), and if no response a final letter giving 7 days for a response before court action is taken (without further notice).

[Darren]

Hi Rick,

 

The person to deal with is

Kevin Maguire

Company Secretariat

Units K1-K2

Lower Road

Northfleet

Kent

DA11 9BL

 

Ours was sorted quickly with him involved, although it was in response to a Court Summons.

 

complain to your local Trading Standards and copy everything to Kent Trading Standards:

 

Kent County Council

Consumer Advice

PO Box 71

Ashford

Kent

TN24 8WB

 

Apparently they have a large file on LOL

 

Good luck with this.

[Mr Rhodes]

Hello There,

 

Sorry to hear about your problems with Land of Leather. Im not in the least bit surprised though.

 

You will have to fight them all the way as they give nothing. Also be warned, they will stall and delay all the way in an attempt to make you give up with frustration.

 

I read somewhere on this site a sofa should last 6 or 7 years so 18 months and onto the seond fault is owhere near an acceptable standard.

 

Your will have to go to County Court to get any reasonable solution.

 

Stick with it and keep posting.

[Roger 1612]

I am having the same problem with a chair purchased from Reid Furniture in Edinburgh. The chair is 12 months old and flaking where the head rests on the chair.

I've taken the matter to trading standards, and now waiting to see how they help. An independant inspection costs aroung £400 so hopefully I can avoid that.

I've been told the leather was probably not finished and sealed correctly, making it a manufacturing fault, but I will wait and see.

It would seem all the major furniture manufacterers have dreadful after care, and don't care once the purchase has been paid for. They are not looking for repeat business from loyal customers.