New Sofa Delivered Damaged

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Discussion

The Brummie

Original Poster:

9,371 posts

186 months

Saturday 18th January 2020
quotequote all
Not sure where too post this so I’ll try here.

I bought a new sofa last December, cost me just short of £3k, & recently discovered that some of the legs are broken.

Contacted the sellers, a well known furniture chain, who initially refused to do anything saying that because we had signed for sofa we had accepted it no matter what fault might be found so they refused to do anything.

Now the sofa is big & heavy & as far we knew it was ok on delivery - we only discovered the damage when we tried to move the sofa, discovered that the sliders didn’t work & ended up with a big fk off gouge in our wooden floor.

I responded asking if I was meant to inspect every leg when the sofa was delivered? The response was, simply, yes.

Anyway after much argument over the phone they Reluctantly agreed to send out a service engineer who subsequently discovered that four of the legs were either snapped, cracked or broken.

He was not impressed & emailed the supplier saying that in his view the sofa was of unmerchantable quality & should be replaced.

The response?

An envelope arrived today containing four replacement legs & sliders.

No apology, no offer of an engineer coming back to fit them. Just new legs.

So I called them up this afternoon asking when I would be receiving a visit I from the engineer to install the new legs.

I was told that it would not happen & that it was up to me to fit them!!!!

So my question is this - should the retailer fit them or should I just suck it up & do it myself?

I feel that spending £3k on sofa should give me some form of satisfactory outcome & I am not inclined to accept being fobbed off like this.

Would be interested in some feedback & advice as to what to do next - I am considering Trading Standards but not sure how my complaint would be viewed by them.


stevensdrs

3,208 posts

199 months

Saturday 18th January 2020
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Best just suck it up and fit them yourself if that brings the sofa back to as new condition. Then don't use that retailer again in the future.

Agila b 6yr 6k

117 posts

94 months

Saturday 18th January 2020
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What I would do personally is fit the replacement legs. Just prop it up off the ground each end (one end at a time).

Place a few books or something underneath to allow you to unscrew them and then refit.

I'd be annoyed but would just forget about it soon.

You mention £3k which is a lot of money but it's surprising how poor sofas can be at that price.

kiethton

13,883 posts

179 months

Saturday 18th January 2020
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Do you have a copy of the report mentioned?

How did you pay?

If yes and a credit card the cc company will likely reverse the transaction. That’ll prompt the shop to either replace the sofa, fix it (if you’d prefer that) or take it back.

2 GKC

1,884 posts

104 months

Saturday 18th January 2020
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How can a leg of a sofa be snapped or broken without you noticing? Wouldn’t it be a touch on the pish?

Thales

619 posts

56 months

Saturday 18th January 2020
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2 GKC said:
How can a leg of a sofa be snapped or broken without you noticing? Wouldn’t it be a touch on the pish?
This. Sounds to me like the legs were broken when the sofa was moved.

Macneil

883 posts

79 months

Saturday 18th January 2020
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I'd get it uplifted, I put up with a faulty multiyork sofa and had their guy come round and fit the right feet etc but it's a heap of crap and I wish I'd got rid of it while I had the chance.
I'm not sure of the legal position, but if the law is on your side get rid. If it's on theirs, well that's probably that.

The Brummie

Original Poster:

9,371 posts

186 months

Saturday 18th January 2020
quotequote all
Thales said:
2 GKC said:
How can a leg of a sofa be snapped or broken without you noticing? Wouldn’t it be a touch on the pish?
This. Sounds to me like the legs were broken when the sofa was moved.
The sofa was delivered fitted & installed flush with the wall. The legs (onto which sliders had been fitted before delivery) were broken on the end of the sofa that hasn’t yet been sat on.

It’s a big 5 piece interlocking unit. The legs were fitted into sliders to ease moving the sofa - hence you should be able to move it around easily on the sliders.

As soon as we started to slide the sofa it collapsed due to the legs snapping off.

The engineer said he thought that the legs had been damaged in transit & that moving the sofa simply snapped the legs.

I wasn’t allowed to see that report, i have asked for a copy, however the engineer said that he thought the sofa needed to be replaced.

The Brummie

Original Poster:

9,371 posts

186 months

Saturday 18th January 2020
quotequote all
kiethton said:
Do you have a copy of the report mentioned?

How did you pay?

If yes and a credit card the cc company will likely reverse the transaction. That’ll prompt the shop to either replace the sofa, fix it (if you’d prefer that) or take it back.
Interest free credit (I could have bought it outright but decided to shove it on finance).

I have been in contact with the finance company. Currently waiting for them to get back to me on Monday.

Gary C

12,315 posts

178 months

Saturday 18th January 2020
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I always sign after writing 'not checked' across the delivery note on something expensive.

the driver doesn't care and it will cover you.

anonymous-user

53 months

Saturday 18th January 2020
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I would claim for the flooring as well, " But for the fact" etc etc. Although BV72 will be along in a moment to say litigiation under a trillion pounds isn't worth it.

Alucidnation

16,810 posts

169 months

Saturday 18th January 2020
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What else is broken on the sofa apart from the legs?

The Brummie

Original Poster:

9,371 posts

186 months

Saturday 18th January 2020
quotequote all
I don’t believe that a £3k sofa should be delivered with damaged legs & I also don’t think that after spending £3k I should have to do the repairs myself.

Seems a cop out by the retailer & takes the p155 to be honest.


The Brummie

Original Poster:

9,371 posts

186 months

Saturday 18th January 2020
quotequote all
Alucidnation said:
What else is broken on the sofa apart from the legs?
Just the legs - but on a £3k sofa should I not expect them to be perfect? Or am I expecting too much?

CRA1G

6,501 posts

194 months

Saturday 18th January 2020
quotequote all
The Brummie said:
Seems a cop out by the retailer & takes the p155 to be honest.
Yea... Sounds like the sofa had one too many over Christmas and ended up been leg less... getmecoat

Sheepshanks

32,538 posts

118 months

Saturday 18th January 2020
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kiethton said:
If yes and a credit card the cc company will likely reverse the transaction. That’ll prompt the shop to either replace the sofa, fix it (if you’d prefer that) or take it back.
Your going to say you’ve done this loads of times but credit card issuers are extremely reluctant to do it and even if they do, might still put the charge back on again if the retailer puts up a defence.

The Brummie

Original Poster:

9,371 posts

186 months

Saturday 18th January 2020
quotequote all
Sheepshanks said:
kiethton said:
If yes and a credit card the cc company will likely reverse the transaction. That’ll prompt the shop to either replace the sofa, fix it (if you’d prefer that) or take it back.
Your going to say you’ve done this loads of times but credit card issuers are extremely reluctant to do it and even if they do, might still put the charge back on again if the retailer puts up a defence.
Already said I bought the sofa on interest free credit.

Sheepshanks

32,538 posts

118 months

Saturday 18th January 2020
quotequote all
The Brummie said:
Already said I bought the sofa on interest free credit.
Did you pay a deposit?

The Brummie

Original Poster:

9,371 posts

186 months

Sunday 19th January 2020
quotequote all
Sheepshanks said:
The Brummie said:
Already said I bought the sofa on interest free credit.
Did you pay a deposit?
Yes. £240 on debit card.

Aluminati

2,475 posts

57 months

Sunday 19th January 2020
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Do you not have the ability to fit the legs ?