Nice chairs but broken

3.4 / 5
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Lazin's review of Sofology -


“Nice chairs but broken”

Written on: 13/01/2021 by Lazin (1 review written)

Having waited almost four months for my chairs to arrive on the 8/1/21, I was very excited when they finally got delivered. Delivery was easy and straight forward. However, I immediately noticed three little feet on the bottom of one of the chairs had been broken and there was a hole in the same chair. The delivery man advised me to ring Sofology helpline which I did immediately. The helpline assistant talked me through the process and agreed to see if there were any identical chairs in stock. He suggested we put a date in the diary for the 26/1/21 for a technician to come and fix the chair just encase an identical chair was not in stock. I agreed for the technician to come and fix the chair provided the fixes was not noticeable. On the 13/1/21 the Scottish Government stated that non-essential visits to homes were no longer allowed. As such, I rang Sofology and asked for the chair to be replaced given the visit of the technician was unlikely to be deemed 'essential' and it was unclear when a technician would be able to visit to fix the chair. A Sofology representative told me they were unable to replace the chair until a technician visits my home to complete a report confirming whether or not the issue is a manufacturer default. I personally couldn't care less how the fault has occurred. The only thing I care about is that one of the chairs delivered to me is damaged. I have since been told that completing the report is a legal requirement. I seriously doubt this is the case because if I order a pair of jeans online from any reputable company and they are damaged I am able to send them back and get a replacement without anybody needing to complete a report. Sofology have since confirmed that fixing a hole in a chair is deemed an essential visit and they should still be able to attend on the 26/1/21. However, the fact that a technician needs to visit the chair before they are able to confirm there are issues and it should be replaced is ludicrous. Especially seen as I have already provided pictures and the two reps who have seen the pictures agree the chair is broken.

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