Beware - 10 year guarantee is not a 10 year guarantee -
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chrisjfaulkner's review of -

“Beware - 10 year guarantee is not a 10 year guarantee”


written by chrisjfaulkner on 30/08/2022

We bought a sofa from in Nov 2020 and earlier this year we noticed an issue with one of the legs that we believed was covered by their 10 year sofa guarantee. On contacting customer services we were told that we needed to cover the cost (£60) of an inspection by home serve to establish if the issue was down to a manufacturing fault with the promise of a refund if that were the case. We went ahead and had the inspection and the report clearly stated that is was a manufacturing fault and the cost of repair would be £216. We contacted and were given written confirmation that they would cover the cost of the repair but again we would need to cover the cost and claim a refund from them. The sofa was successfully repaired and all invoices provided to and we got written confirmation that a refund would be provided. the inspection (£60) was refunded almost immediately but the cost of the repair (£216) was not. On chasing the new message was that they would cover a depreciated amount of the repair cost (started at £104 but after complaint raised to £157). They claim that their T&Cs make this clear but I do not accept this (see section 11 - of the T&Cs) but also that during the 3 previous interactions with them we had been misled by their team and that they were no longer able to provide the full refund which they has provided written confirmation of. Buyer beware!!!

  • Sofa - £599

    Goods purchased & cost

  • On time


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