Substandard sofa and refusal to remedy problem
We bought a sofa from here - ex display so it was reduced and, we assumed after all the customer sittings, that it was worn in. However, deterioration continued after purchase... (surely a sofa is made for sitting on?) We discovered that the cushions were of inferior quality – we even began to wonder if the sofa had been made to a lower spec due to the fact that it was to be used as a display item. We persevered with the sofa as we didn’t feel the salesman was particularly helpful after we had handed over the money. We fluffed the cushions, rotated them, and repeatedly dropped each cushion on the corners as advised. None of which made any difference. It got to the point where we needed to add foam so that the back cushions would not disappear behind us. The seat cushions, we discovered had no foam at the outer front edges and as a result the fibre squished down so that you could feel the frame through the cushion behind your knees. Great, our lovely little purchase turned out to be an uncomfortable nightmare that we both avoided sitting on as it was so uncomfortable. We made contact with customer services but sadly no resolution could be reached. Firstly we were informed that a warranty was only issued for 12 months after manufacture (no matter when you buy the sofa - so if you buy 13 months after manufacture tough luck). Although this statement was later retracted and we were informed it came with no warranty as it was ex display. Interestingly, trading standards have informed us that this is not acceptable. Under the Sales and Goods Act of 1979 (as amended) goods should be of satisfactory quality and fit for purpose. Furthermore, What Consumer says: “Retailers may also try to tell you that there is nothing they can do because you are outside your warranty period, or because you don’t have one. A warranty is irrelevant where quality and durability are concerned, and you have the right to a remedy under Sale of Goods.” Quality and durability in the above quote are the key words to keep in mind here. Our sofa is neither of these. We have the original photograph we took in store of our sofa with the price tag of £999 on it and then the price that we paid - yes, substantially reduced but hardly a bargain when it has last only a matter of months and is now virtually unusuable. After contacting Jason Bannister a further phone call was received saying that the sofa should be plumped three times a day! THREE TIMES a day! We cannot believe they think this is acceptable. Never mind the fact that this does not even address the issues we have with the sofa. Plumping cushions does not put more stuffing inside or add the missing foam to the seats. This is essentially an admission of fault from them that this is in fact a sub standard sofa. The other comment they made was that we got it cheap. So, in as many words, they don't care about it because we did not pay full price. This of course is not how honest traders respond to problems. We are now involved with Trading Standards over this. And I'm sad to say that as we could no longer sit on it we have had to order a new sofa - from a reputable retailer! Buyer Beware