Alexandra Brind´s profile

Reviews (1)


Unacceptable service, faulty sofa

We ordered a Kipling sofa plus footstool from SofaSofa in 2011. We had to complain about 6 months later as the fabric was bobbling. They took our cushion cover in for "investigation" and we were left without a cushion cover for a couple of weeks. They eventually returned it to us and said they found no fault with the fabric. They did replace the cushion covers as a gesture of goodwill. When I mentioned that we also had a problem with feathers constantly coming out of the cushions, they seemed to know about this fault and provided new cushion covers. If a product is found to be faulty, shouldn't they recall the product rather than wait for you to complain?

The bobbling happened once again with the new cushion covers so we had to complain again. They took the covers in for investigation again and said that the bobbling had nothing to do with them as the bobbles were 100% red/pink (our sofa is grey). This is an absolute lie and I have photographic evidence to prove that the bobbles are at least 90% grey. SofaSofa could not provide photographic evidence to support their view that the bobbles were 100% red/pink. They also said that they had found the bobbles to be 100% red/pink during the first investigation although they didn't say so at the time.

We do not use a throw and it's not as if we all sit on the sofa dressed head-to-toe in red/pink fluffy clothing!

It is infuriating that they are telling a blatant lie. How can they say something is red/pink when it is blatantly grey?

The fabric is faulty and they just won't admit it or do anything about it. The cushions were also faulty.

An awful experience and I would advise anyone to stay away from this company.

LISA found this review useful

08 March 2013

Reply from Sofasofa

Hi Alexandra, we are genuinely sorry to hear you have been unhappy with the service provided by SofaSofa.

As a family company, we pride ourselves on providing the best possible service we can for all our customers.

We clearly haven’t on this occasion, and we would like try to make it up to you by replacing your seat cushion covers as a gesture of goodwill. We genuinely love the fabric we use on our Kipling range, and if we thought for one minute that it wasn’t up to the job then we simply would not use it on our products. It is regularly tested for all sorts of things and always passes with flying colours. With regards to the test for pilling – known as the Martindale Test – it far surpasses the level required for General Domestic Upholstery Use and in our experience is definitely one of the most robust fabrics in our range.

I know this is contrary to your own personal experience but we would be happy if you could give us this opportunity to rectify the problem.

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Alexandra Brind
London, United Kingdom