Sofology review: Sofa & customer service

we purchased a 3 piece sofa a 2 piece sofa a chair and a foot stool from the

galleria range from the Leicester branch with the cost of over £4000. we purchased what was called a rehome stock or showroom stock we was informed that the items would go through a rigorous checks to insure that the sofas would be in tip top condition. We also took out insurance to cover what we told anything that the warranty would not.

We got the sofa on the 16/09/23 everything looked OK until we sat down for the evening two cushions on the 3 seater sofa sank and felt that had been used for some years and uncomfortable to sit on to be honest the last sofa we had for 6 years me my wife and family sat on this everyday and the cushions are in better condition then the new one we purchased from sofology.

We sent emails and had numerous phone calls to sofology and we are told that the warranty only covers the wooden frame and webbing and not the cushions and was advised to go through the insurance.

We contacted the insurance company and they told us we couldn't make a claim due to warranty was still active even though the Warranty does not cover the cushions, we have now been told won't be able to make a claim on the cushions in two years time as we have attempted to make claim now. Even though we was only asking after being told by the company this is what we should do, By phoning & explaining the issue this is classed as a claim

We have now got a sofa we can't sit on and a insurance that we can't use and the only advice we have got was a video link on how to plump the cushions and a phone number to a third party to fix the cushions at cost to us.

We are so disappointed with the purchase and wished we hadn't bothered buying this sofa we was assured in store that all would be fine and was sold the insurance on the basis that it would cover if we had any issues. We also thought can this sofa be returned & we buy a full price one.

The sofa should last us for years I think that this sofa won't last out the year the cushions are dipping so low I feel the leather will tear

We went & looked at so many different sofas in different shops & even thought this was outside our budget we decided after 3 visits to the shop that it was worth it. The way staff treated us & reassured us. We now think they are just like others shop's that are just there to sell, when until now this wasn't our opinion of sofology.

We have emailed different CEO of the company with no reply, customer care just say plumb up the cushions which is a joke when the cushions are non removable.

Does anyone have any advice on where to get help

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