“I would avoid this company at all costs. I bought this sofa from them, and when it arrived, on the outside everything looked fine. It wasn't until we got the sofa installed and unpacked that we realised the poor quality of it.
The seating cushions were rock solid. Not comfortable at all. The back cushions were filled with offcuts of rigid foam. The website states that cushion filling was 'High Quality Fiber'.
I complained to them, they asked me to send photos, which I did. They apologised after seeing the photos, and said they would pass it on to 'The Depot' and the depot would call me within 1-2 days.
2 days passed and nothing, so I contacted them again. They said, "I see that the depot tried to call you and get more details but the call was not connected." They then fobbed me off until the following week.
Eventually they came back with the decision that "they checked this with the end depot for you and can confirm that the seat fillings are fiber and the item is as described. Having said that, the item is within the 30 day return period and can be shipped back to us for a refund. If you require a collection, please note a charge of £169 will incur."
So they want £169 for me to initiate my 30 day money back guarantee. Bearing in mind that this is what is stated on their website:
Our Promise
We want to ensure every purchase you make with us is secure and hassle-free. Our Money Back promise gives you that peace of mind! If you have not received your item or have received the wrong or damaged item, we will make sure:
You get the item you had ordered or;
You get a replacement part/item as quickly as possible; or
You get a full refund.
No mention of having to pay £169 to return items you're not happy with. I'm unsure as to the legality of this, so I have reported them to trading standards and am awaiting the outcome. Like it said in the headline, I would avoid this company at all costs. Terrible!”
