Disappointing experience of purchasing a 2 seater sofa
I purchased a 2 seater sofa and immediately realised it wasn’t suitable, so I contacted the company straight away to arrange a return under their 100 day guarantee.
From that point onwards, the experience was extremely frustrating and far more difficult than it needed to be. It took around five weeks just to get the collection arranged, and even then the process was chaotic and poorly communicated. I was repeatedly directed to the British Heart Foundation, who had no knowledge of the arrangement and confirmed several times that they do not collect items like this. This led to a lot of confusion, delays, and unnecessary back and forth.
There were multiple cancelled or failed collection attempts, often at very short notice after I had already made myself available. I had to chase constantly by phone and email just to get basic updates, with very little clear communication from the company throughout.
Eventually, after several weeks, the item was collected, but even that process was unprofessional and unpleasant. Despite keeping the sofa in perfect condition from the moment it arrived, I was left feeling as though I was being penalised for simply trying to return it.
Delivery itself also took almost two weeks, which added to the initial delay in even receiving the product.
I would also highly recommend against purchasing from this company. I originally thought it was a great purchase, a good idea, and a good price after taking advantage of a major sale they had running, but in hindsight it simply wasn’t worth the saving. The sofa itself was comfortable, but the material was quite creased and I’m not convinced it will fully settle. The vacuum packing process used for delivery is clever, but overall the experience has not been worth the hassle.
I am still waiting for my refund to be fully resolved, and I have been told there may be a £99 deduction, which I do not believe is fair given the level of disruption, delays, and poor coordination I experienced.
Overall, what should have been a simple return turned into weeks of stress, repeated chasing, and avoidable frustration. I would not expect this level of difficulty from a company offering a 100 day return guarantee.