Warning

A question about : Warning

Although I'm not someone that usually posts of forums I do come on this site regularly and benefit from the tips and advice, but on this occasion I am so FURIOUS and want so much to warn others about this / these companies that I felt compelled to register, and write.

I recently purchased a ZARA Chaise end (corner) sofa from the Sofasworld site (Worldstores appears to be 'sister' site) at what I thought was a great price of Ј249.00. This was after much searching of the web and the High Street for a sofa that met our needs - we wanted a wipe-clean faux leather, and a flexible design as we have a family member who is a wheelchair user.

On their website, it is CLAIMED, that this sofa can be used as a separate sofa and footstool by removing the middle seat cushion, and turning the long seat cushion of the chaise part around 90 degrees, and placing the other small seat cushion on top of the part that formerly supported the long chaise cushion. (sorry if this doesn't make sense, I will try and post a link to it below for anyone interested)

This flexibility was great for us as it enabled our wheelchair user to manoevre around or through the sofa to the doorway more easily, when they visited.

The first time we tried to make it into this configuration, we found that the long, chaise cushion was in fact about 8 TOO LONG to place it in the suggested position, and there was no amount of pushing or shoving would make it fit, either...

The following day, I rang their (so called) Customer Services team - took me 20 minutes on hold to get through. I explained the problem, and whilst they were very sympathetic, as it had gone past the money back / returns period, they asked me to email them with photos, explaining the problem.

THREE WEEKS LATER.... I still hadn't had a reply. So I sent them another, brand new email with the photos attached, and another, and another, and another. In short it took four consecutive emails over the space of 5 days and threats to refer to OFT before they replied, giving me just over 24 hours notice that a courier would collect, today, between 9am and 6pm. They said they would then send me a refund once it had been processed.

We both work, so had to make very hurried arrangements for a relative to come around and wait in, all day, for them to collect. We packed up the sofa (legs and seat cushions fit into a zipped compartment underneath) and left it stood on its end at the bottom of our stairs, to facilitate quick and easy removal.

My job means I am not contactable on my mobile whilst I am actually working but I was not concerned when during my lunch hour I rang home and found they had still not been to collect. I figured they would come by 6pm.

I arrived home at 7pm tonight and found the sofa still at the bottom of the stairs!! Couriers have not been and the company were not even good enough to phone the landline number I had provided them with to notify us or apologise! We have a small daughter at home and are now scared to death the sofa might topple over onto her, especially if we have to wait all over the weekend before they can come and collect again. My husband has said he'll chuck it outside first!

I rang the company right away and was confronted with a very patronising, couldn't-care-less girl in Sales who told me she couldn't help, customer services had finished for the day and there were NO managers or supervisors on duty who could provide the name or number of the courier firm, a tracking number, or anything else at all.

IN SHORT, THEY WERE LESS THAN USELESS AND DIDN'T GIVE A DAMN My elderly mother in law (80 yrs and not in great health) has forfeited her own plans for today to help us out, and for NOTHING!!! - sorry for lack of brevity, and for ranting, but I am absolutely LIVID!!

The sofa was a bargain price but it was NOT fit for purpose and did not match the description on the website. The customer service is appallingly bad and though I have left them a damningly bad review for this product, I doubt it will get published.

I bought my main sofa in my living room from NEXT, again buying online, and it was a pleasure, from start to finish, to deal with them... it cost nearly six times as much as this one, but I suppose it just goes to show, you get what you pay for.

PLEASE BEWARE AND USE CAUTION IF CONSIDERING PURCHASING FROM THE ABOVE COMPANY.... AFTER SALES IS APPALLING

Best answers:

• Just a quick update on the above post/rant - two weeks after collection, and NUMEROUS phone calls/emails later, STILL waiting for my refund.
  Can anyone help me out with any template complaint/refund letters that may clearly be more effective than anything I've sent?
  Many Thanks in anticipation
• I too had a dreadful experience with Sofasworld. My son was moving and didn't want to take his sofa as it was past its best so he ordered a sofa for next day delivery from Sofasworld. The money was taken but that evening I (as I was dealing with this for him because his phone was not yet connected and consequently nor was his internet) got an email saying there had been a "system failure" and the sofa would not be delivered. Great start! As they do not deliver weekends the next day the sofa could be delivered when my son was off work was the following Thursday. Got an email the day before to say there was no stock and there wouldn't be any until Friday so they would aim to deliver the sofa the following week. OK. The next week the excuse was the delivery people had not had the necessary paperwork or something and had had breakdowns etc etc By now my son had had nothing to sit on for nearly 3 weeks and this had all involved loads of phonecalls from myself, having to wait ages to be connected and I live in Spain!!! So, the company ring my son and say they are working the weekend so will deliver on Saturday but my son was going to Liverpool for a long weekend so it is arranged for Tuesday when he gets home from work. Guess what. On Monday we get emails and texts saying the sofa is on its way and my son is still in Liverpool!!! Anyway, alls well that ends well and he managed to get home before they delivered. What a shambles the whole experience was and that was just the shortened version. 3 weeks for a next day delivery sofa. The only reason he chose them was for that reason. Absolute rubbish!!!!!
• A real shame....
  After a fantastic experience buying the new four piece suite on the phone and using the website, waiting three & a half months, we were really excited when we had the delivery date.
  On the day of delivery....
  We were told...
  "What happens next?
  When you first meet your new furniture it will be safely tucked up in one of our special protective red bags. Our delivery team will carry it in to the room of your choice and unpack it for you.
  They'll inspect the furniture with you, give you a guide to looking after your furniture and won't leave until your completely happy. When they do, they'll take away all of the packaging, leaving you to do nothing but sit back and relax with your new sofa"
  Complete Bull.
  The delivery drivers arrived.They rushed the sofas in the house, unpacked them, leaving polystyrene all over the floors.Then we discovered damage...
  I got straight on the phone, much to the drivers disgust, only to be fobbed off by Sofaworks.I had to wait for a call back, the drivers had been here for around twenty minutes, but were very keen to make it apparent they needed to go!
  So much for the Sofaworks promise?
  I am disabled & it was only me & my wife.We had to try and move the furniture ourself's,plug in the electric recliners to see if they work,terrific service,lying on the ground to unscrew fixing brackets that should have been removed.
  The sofas damage is to be expected , according to the Technical Care Team!
  Marks on the leather, the cows fault not theirs.
  The huge indents in the back cushion, not their fault, must have happened on the ship coming over from abroad.
  The back covers with velcro, burst open when you recline! excellent.
  Sofaworks do not want to know.They have their Ј3000 cash, so up yours, there is nothing you can do.
  After speaking to my card supplier on a three way conference call, they finally agreed to collect and accept the return of the faulty suite, only if I pay Ј100 to them for the privilege!!!!!!!!
  I will never use Sofaworks again.
  I will never recommend Sofaworks to anyone.
  ABSOLUTELY DISGUSTING SERVICE , NEVER EVER AGAIN.