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★☆☆☆☆

“poor quality products and after sales care”

written by cdStephens150 on 11/01/2016

we first visited sofaworks in Oldham in march 2015, we found a sofa we liked after taking our time and checking out the other sofa stores, we liked the style and comfort of the Insignia leather recliners so we ordered a 3 and a 2 seater electric recliner at a cost of £2819 , the sales staf were great very knowledgable and keen to help. we paid cash and waited excitedly for out new leather sofas.
12 weeks later they arrived and straight away we could see that all the recliner footrests seemed to be a different leather to the rest of the sofas and extremely badly wrinkled and puckered, the delivery men even agreed how bad they were, the leather was hard and stiff with virtually no grain or texture and they were a slightly different colour to the rest of the sofas, I got the delivery man to telephone them straight away as I was going to refuse delivery of the items, it took him and hour to get throught to someone at customer services and then they insisted on speaking to me, I got the standard response"leather is a natural prodict and as such it varies in texture and grain and appearance and this is a perfectly natural part of the product bla bla bla. i stuck to my guns and told them a i was not happy , they asked me to send pictures which i did and they said they couldn't see anything wrong , but i insisted on an engineer visit, when the engineer came week later, we had found lots of other faults on the sofas that we had to point out to him too, one footrest had a very visible repair, some stitching was coming undone on one of the seats, there were strange lines on one of the back cushions, there were several small scratches on various parts of the sofa and there seemed to be small white spots appearing all over the sofas during the week that we had been sitting on it , the engineer told me that it looked as thought the manufacturer had used split hide on the footrests and as it is a stiffer leather, this would account for the puckering where the two different leathers had been stitched together, he also agreed that the footrests were a slightly different colour , he could not account for the white spots except to say that it looked as though the colour was in fact coming off the sofa, he said he would complete his report and we would hear back from customer support very soon. They didn't call so i called them , i told them i wanted a full refund, they refused and offered a reselection, we trauled the stores yet again but couldn't find another sofa that we liked for the style and comfort, so sofaworks suggested we order the same sofa in a corrected grain leather as this is a more uniform leather and problems with it would be less likely. we reluctantly agreed but we had to compromise on colour as they didn't do this leather in grey so we ended up with brown, we waited another 12 weeks sat on deck chairs and borrowed furniture so altogether we waited 6 months and when the sofas arrived we had issues with footrests yet again. 2 out of the 4 footrests were badly wrinkled and puckered, and the 2 seater footrests were so badly aligned that they could not be used simultaneously as they caught on the edges, back on to customer support and yet again trying to fob me off with the same old excuses about the leather , i sent pictures and they agreed to send out an engineer , he came two weeks later , took the whole seat off stuffed random bits of wadding in the creases, applied some heat with a heat gun to try and smooth the leather out , then put the seat back together , the creases are still there albeit a little less defined , but now the footrest is a different shape to all the others and the leather is even harder than it was before , i told them i still wasn't happy so they sent out a second engineer, he told me that the first engineer should not have applied heat to the leather without moisture as he has now dried out the leather even more, he said the problem was the way it was stitched and he could not improve it so we needed a whole new seat section. I got an email confirmation on the 5th of November to say a replacement had been ordered and it would come directly to me in approx 10 weeks, when it arrived i was to check it and if i was happy with the colour and grain match i should ring them back to book an engineer to fit the new part, i was happy with that. but in the meantime i have two new sofas that i have had to put throws over as the footrests look so bad.
today 11th JAN 2016 I get a phone call from sofaworks to say that the manufacturers wont replace the part as it may be a different colour to the sofa , so can they come out to try to repair it, i told them they have already tried that and it didn't work, they weren't aware of that so they would get back on to the manufacturer again, i have now had an e-mail from them to say i can have the replacement part which will take another 10 weeks to arrive or i can just have £150.00 compensation. I have politely refused the £150.00 as it is an insult to be honest and does not in any way make up for the substandard product that i have paid a fortune for , nor the hassle , the stress and upset that this whole fiasco has caused since we first ordered in march 2014, i will wait and see now if i get my replacement part and if it does indeed match. needless to say this is the worst purchase i have ever made and their customer service leaves a very bad taste in my mouth, if it is not resolved then i can see no option than to take things further. IF you are thinking of buying a new sofa in 2016 avoid sofaworks at all costs, what you see in the showroom is not what you get when you hand over your well earned cash.

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