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my previous sofa was M&S, had it from my dad and it was about 10 years old. Still looked mint.
M&S sofa has broken - partial refund offered - thoughts?
- Thread starter MrRockliffe
- Start date
It was stolen.
Home insurance can indeed cover damaged goods though so you have a sofa and it has broken and thus is damaged. Thus you can claim for the damaged sofa on contents insurance if you have such and depending on value if you have listed it accordingly as separate item.
I may have missed this already being asked but have you asked m&s about arranging a repair yourself and them covering the bill, assuming it’s less than what they’ve offered?
Edit: that’s if you can be bothered with the obvious faff involved.
Edit: that’s if you can be bothered with the obvious faff involved.
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Home insurance covers accidental damage (e.g. my partner got drunk and knocked over a bottle of red wine on my white fabric sofa). It doesn't cover wear and tear or faulty goods - there is a difference.
Sounds like it was accidentally damaged during some vigorous horizontal jogging
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Gaming!
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Update on this, as I've only just received a response from Creation Finance about the claim.
They've come back to me saying that the assessment of the sofa from the technician has found the defect to be due to "Correct maintenance has not been carried out through the life of the furniture, causing the cushions to not return when dressed."
This is despite highlighting that:
1. The sofa has not been inspected by a technician
2. I would not expect wear and tear like this on a 3 year old product designed to be sat on
3. If it was just the cushion sagging, each cushion would be sagging independently - instead, they're both sagging towards the centre of the sofa where the support has clearly given way.
Pretty disappointed by M&S and never expected much from Creation.
Have already raised a claim with the financial ombudsman as Creation took so long to respond to the Section 75.
Strangely, they have even stated that they accept the claim, so the letter is very contradictory. They also got the dates wrong for delivery of the sofa. Very poor service.
They've come back to me saying that the assessment of the sofa from the technician has found the defect to be due to "Correct maintenance has not been carried out through the life of the furniture, causing the cushions to not return when dressed."
This is despite highlighting that:
1. The sofa has not been inspected by a technician
2. I would not expect wear and tear like this on a 3 year old product designed to be sat on
3. If it was just the cushion sagging, each cushion would be sagging independently - instead, they're both sagging towards the centre of the sofa where the support has clearly given way.
Pretty disappointed by M&S and never expected much from Creation.
Have already raised a claim with the financial ombudsman as Creation took so long to respond to the Section 75.
Strangely, they have even stated that they accept the claim, so the letter is very contradictory. They also got the dates wrong for delivery of the sofa. Very poor service.
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Caporegime
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Op's claim was rejected because they were unable to inspect it due to the presence of biohazards in the cushions.
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It doesn’t say anything - it’s a warranty, not a person
When you bought the Sofa it came with a "10 year warranty" which should set out the Terms and Conditions and how to claim?
Furniture terms & conditions| M&S
Shop the latest trends in Furniture terms & conditions at M&S. Order online for home delivery or free collection from your nearest store.
www.marksandspencer.com
| How long since date of delivery to Customer? | Percentage of price paid refunded to Customer once item collected |
| If 12 months or less | 100% |
| if 24 months | 80% |
| if 36 months | 70% |
| if 48 months | 60% |
| if 60 months | 50% |
| if 72 months | 40% |
| if 84 months | 30% |
| if 96 months | 20% |
| if 33 months (example) | 72.5 |
If just over 3 years go by this it should be closer to £1400 than £1200.
they're using AI copilot to fomulate returns letters ..
but what is actually wrong ? I've updated seating foam on an ekornes sofa with zippable covers after circa 10years.; foam like on mattresses wears depending on use,
not so cheap at £60/cushion.
would have thought on a £2k sofa they'd be zippable.
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Issue is that the two cushions on the sofa sag into the middle.
The cushions themselves aren’t sagging, but instead they’re collapsing inwards to the centre of the sofa.
When you sit on them you’re physically lower, by a reasonable margin, compared to sitting on the chaise part, and you can’t sit up straight - you end up leaning to one side.
As a side issue, the chaise cushion has sagged but it is stitched in and can’t be plumped up.
Overall poor build quality considering we purchased one of their more premium sofas with upgraded cushions.
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