Sofa, not so good, when it comes to couches!

EVERY year there’s an upsurge in the sale of sofas during the January sales which then causes a spike in complaints in March. It really is incredible just how many purchases seem to go awry.The most common complaint I hear is that a piece of furniture has not arrived when expected. Sofas tend to be “made to order” so it’s not surprising missed delivery dates provoke the most complaints. In most instances, the retailer has provided an “estimated” delivery date meaning it does not form part of the contract. The effect is that, if the retailer fails to deliver on the specified date, it does not amount to a breach of contract and the retailer cannot be held to account.

If you have been “promised” a particular date, it forms part of the contract – meaning if the sofa does not arrive on time, you are entitled to cancel the contract, get a refund and potentially claim compensation for any losses you have suffered. My advice, when ordering your new sofa, is to ask for a confirmed delivery date and get it in writing, although you may find the retailer will not want to commit to this.

The second most common complaint is that the new sofa is unlike that in the showroom.

The Consumer Rights Act 2015 says goods must be “as described” and must match any sample or model shown pre-sale. So if your sofa is truly nothing like the model you were shown pre-purchase, you have the right to reject and obtain a refund or replacement. But beware, the difference can often be down to general wear and tear. The showroom models often look and feel more homely because they have been used.

Many furniture retailers subscribe to the Furniture & Home Improvement Ombudsman, who should take up your complaint if something goes wrong and the retailer refuses to help.