Soft cushions on sofa seats

susytish

We bought a 2 sofas and the seat cushions are very soft. We sat on the display sofa in the shop, loved it, so we are really disappointed. Seemed firm enough.
My husband spoke to the shop and they said that’s how it is. I went on X (Twitter) and was told there are firmer cushions. Evidently we should not have been told this.
We are at an impasse with the company.
Do we have any right to ask for firmer cushions.
We both have health problems and find this stressful.

Oh dear, I can sympathise.

We ordered a new bed, requesting medium to firm. It seemed very soft and we realised too late that the mattress was soft but the shop had closed down by then!

Check your order form and keep on at them. Misselling.

I think display sofas have firmer cushions because so many people sit on them. I bought an ex display sofa because it was such good value but have never found it comfortable because it is so firm and I prefer something softer. I do think the shop should have advised about different firmnesses though. Have you thought about contacting a newspaper with your grievance? I've done that in the past with good results. Companies hate bad publicity.

All we are asking for are firmer cushion pads. You would think the company (large, well known) would want to give good customer service.

Susytish
Sad to say but when push comes to shove it’s a case of he said, we said
To save yourselves anymore anguish mark it up to experience and buy new firmer fillers.

If you can contact them on X or Facebook they are open to public view, this usually garners a better response.

Ask them via Facebook... they will respond on social media when they won't any other way!

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.

I agree with Jaxjacky and Fleur20 firms do not like adverse comments on social media. I had one of those tumble dryers that had to be adjusted due to a fire risk. I had waited about 9 months (not using the dam thing). I saw an advert on facebook for their latest new product. I commented that it would be nice if they fixed their old machines 1st, How long I had been waiting and my reference number. My comment was soon taken down but I got a letter from the company within a few days and my tumble dryer was fixed the following week!
By the way did you pay for your sofas with a credit card? If so maybe you could claim through that as the goods are not fit for purpose.

You can buy on amazon and other places a firm under cushion so to speak. Looks like a board across sofa but much more forgiving. I’ve put one under my sofa cushions

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Here they are. I got the Amazon one

MOnica is absolutely spot on with her suggestion. Trading Standards should be informed as what you received is not what the sample you sat on and tested for comfort. I had furniture shops before I retired and the customers satisfaction should always be the priority. So come on Sofa supplier, ensure you focus on making your customer happy. A new set of cushions from the manufacturer should cost you nothing!!!

I bought my sofas from DFS I did have a choice of soft or firm cushions.

We got nowhere with a similar issue until my late DH posted on their Facebook site and within 2 days we were contacted by the company and a few days later we had replacement cushions, seems to be the way to shame some companies into action nowadays. Good luck.

I had the same problem and subsequently paid for hypoallergenic cushions to be inserted in two sofas by the sofa company. So much better!

Definitely post of their Facebook page or any other place that the firm uses online. Our local newspaper shop closed a year ago and our only choice to get our daily paper was to use a firm in the Midlands who organise nation-wide deliveries. The service was dreadful - morning paper arriving at 3 p.m. or not at all, wrong paper etc. Excuse always "short of deliverers" or occasionally "our records show it was delivered at 6 a.m.".

They rapidly stepped up their game.

I could not tolerate a too-soft sofa either.

In the past, I had great results after posting re 2 companies on twitter! Here's looking at you, John Lewis and Bristol Airport parking. Suggest you tell the company that if they don't step up, you'll post the facts on social media....

Dillonsgranma

Here they are. I got the Amazon one

Any other suppliers other than Amazon. I think I need some of these but don't use Amazon- other suppliers must be available?

If you get no joy you could always purchase ready cut foam from GB foam direct

If you have paid by credit card go through the bank, especially if it’s not fit for purpose

Dillonsgranma

Here they are. I got the Amazon one

We used these on an old sofa that was collapsing underneath and it worked well. However I think that firmer cushions would work better. You can actually send your covers off and have new foam cushions cut to fit them.

Sorry, missed JaneJudge's post above, I've used that company and they were fine.

Susytish if the sofas aren’t what was on display you can complain to the furniture ombudsman. My brother had to do this after buying some sofas from a well known company, he eventually got his money back

I experienced the reverse. A good number of years ago I purchasers two sofas, which we tried and thought they were really nice, deep and quite squashy
There was about six weeks to wait before delivery. When they arrived we both agreed they were much firmer with a totally different feel.
Unsurprisingly. The sofas were no longer on display and as expected we were told there was no difference.
They didn’t quite say prove it but to all intents and purposes they did.
They have improved eventually

Thank you everyone. We have been in touch with Trading Standards and they have sent us a template to complain to the Head Office of the company. We are asking them to replace cushion inserts or take the sofas back!
Also as we are buying on finance may be able to contact the finance company too.
I am sitting on one sofa now and not at all comfortable/supportive.
Why do these big furniture companies have such poor customer service?