Soft cushions on sofa seats

Go on X and name and shame, companies hate bad publicity

M0nica

The sofa you ordered is not the one they delivered. You tried and tested a sofa with firm seats and ordered it, they delivereed one with sofr seat cushions. Send it back or say you will accept it if they supply a set of firm seat cushions.

Ring up your local Trading Standards Officer. He will be able to tell you exactly what your rights are. Quote him to the retailer.

I picked up the following information from www.richmond.gov.uk/tsleaflets?article=314036 (Richmond Local Authority)

Sale and supply of goods: your consumer rights
WHAT STATUTORY RIGHTS DO YOU HAVE?
If you see or examine a sample of the goods then the goods must 'match the sample', unless any differences are pointed out to you before you go ahead. For example, if you base your decision to buy a carpet on a swatch of material within a carpet sample book, then the carpet you are given has to match the swatch.

If you see or examine a model of the goods then the goods 'must match the model', unless any differences are pointed out to you before you go ahead. Perhaps you examined the display camera on a shelf in the store before making your purchase; the boxed version that you collect at the checkout must be the same as what you examined.

This covers your case neatly.

And verbal contracts are as good as written ones in these cases especially if two of you were there when the purchase was made.

We had the same problem as the OP - soft cushions provided throughout.

We very quickly contacted the company and asked for firm seat cushions, leaving the soft upright cushions as they were. We were lucky that they agreed to replace them for free but as an earlier poster said, they don't use them on the display sofa but they never explained that to us when we chose all soft cushions.

The display cushions are used by so many people that they were soft enough for us but we didn't know they were the firm type!

I wish the OP luck in getting this sorted out.

Sale of Goods legislation in this country is quite clear. What you test and try in the shop must be what you are supplied with.

If the product delivered is not what you saw and experienced in the shop, then the shop has breached the contract conditions and must either provide the goods you saw, or take them back and reimburse you.

AS the OP has posted, when she got in touch with her local Tradnig Standards Officer, he was able to direct her to template letters to send to the company that supplied the sofa.

If the sofa coccmpany does not respons , she would probably be able to take them to the Small Claims Court.

We were in furniture retail for 50 years and never came across an upholstery manufacturer that offered variations on cushion firmness.

Could the retailer swap the cushion interiors you have with the one they have in the shop that you prefer?

We went to look at a second hand sofa that looked lovely in the photos. When we got there the owner had one of those long boards under the cushions to hide the fact the springs had given way. We didn't buy it.