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01. 01st-Sent |
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Subject: Urgent Faulty Sofa Delivery & Return
Request From: Rewired (re_wired@ymail.com) To: support@msofas.co.uk Date: Monday 9 June 2025 at 13:22 BST Dear Msofas Customer Care Team, I hope you are all well.
I recently received my sofa from you, and I am now in a position where I am
writing to formally request the re-return of the Sofa, which arrived on Saturday, 7th June 2025. While I appreciated the
service and communication throughout the waiting period, I was deeply
disappointed upon receiving the sofa, as it upsettingly does not match the
quality, description, or functionality advertised on your website, on this
occasion. Specifically, the sofas issues: 1. Faulty Mechanism: The bed sections
hinges are unstable, with one side weaker than the other, making it difficult
to pull out and close properly. This is a default with this sofas Quilty
build. 2. The Sleeping area, the same as main colour: This area of the sofa
causes the material to tear from the sofa due to its handles and with the
reason being that when folded down the area becomes lodged into the next fold
down area. This problem is to an extent that it can cause the whole sofa
section to be lifted as you are carefully refolding it and for the handles to
start to tear away from the sofa as mentioned. 3. The quality: of the sofa is not as
described, I have yet to use it in any form or way since it has been
delivered and this means that I am left without a sofa. I have had other
persons view the sofa and they have agreed that the quality of my prior sofa
was of a better build quality, and this is very upsetting to me and makes me
very unhappy with it. I would also like to
mention that I did raise my questions of concerns with the delivery driver
before the sofa was unpacked, about the possibilities of returns and so, on,
as I was not interlay happy with the delivered product and I was told that it
would be no problem as returns are accepted. Yet, MSofas
Services still disposed of the packaging as part of your stated recycling
service. According to your own delivery policy, this is standard practice,
but since I expressed hesitation, the driver should have informed me of the
consequences. As this was not a voluntary action on my part, I firmly believe
that the 15% deduction for missing packaging should not apply in this
occasion that I have since read about in your website. I have included: 1. [1] video Link: https://horrific-corruption-files.webhop.me/Sofa/ 2. [3] images. I understand that under
the Consumer Rights Act, I have the legal right to reject goods that are
unsatisfactory, unfit for purpose, or not as described. Given these issues, I
request: I would appreciate a
swift response so we can resolve this matter amicably. Please confirm the
next steps at your earliest convenience. Best regards, Simon Paul
Cordell 1.jpg 3.3MB 2.jpg 3.8MB 3.jpg 2.8MB |
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02. 02nd-Received |
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Re: Subject: Urgent Faulty Sofa Delivery &
Return Request From: Msofas LTD (support@msofas.co.uk) To: re_wired@ymail.com Date: Tuesday 10 June 2025 at 14:01 BST Good afternoon, Thank you very much for your email and for sharing the
information regarding your delivered sofa. According to our records, your sofa was assembled by our
delivery team upon arrival. As part of our standard procedure, our drivers
also remove all packaging to assist customers in disposing of waste
efficiently. There is no possibility of assembling the sofa with the
packaging. We kindly ask you to clarify why the sofa was separated
into two parts after delivery. Please note that the corner unit is not
intended to be disconnected, and it must remain joined in order to use the
sleeping function correctly. Attempting to open or close the sleeping
function when the sofa is disconnected will result in issues, which appears
to be the case here. If the sofa had remained connected, you would not have
encountered any problems opening or returning the sleeping mechanism to the
seated position. In the video you provided, we can hear the fabric tearing
due to the use of excessive force, which unfortunately led to the material
being damaged. We must kindly inform you that we cannot take responsibility
for damage caused in such circumstances. Additionally, we noticed visible shoe marks on parts of
the sofa, indicating that someone may have walked or sat on it while it was
separated. This is not allowed, as sitting or standing on an unconnected sofa
causes instability. Please reconnect both sofa sections as originally
delivered and try to operate the sleeping function again. Once done, kindly
send us another video so we can assess the situation more accurately and
assist you further. Thank you for your understanding and cooperation. Kind Regards Justyna Msofas LTD - www.msofas.co.uk 0 800 020 9555 0 7400 555 299 0 1422 400215 |
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03. 03rd-Sent |
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Re:
Subject: Urgent Faulty Sofa Delivery & Return Request From: Rewired
Rewired (re_wired@ymail.com) To: support@msofas.co.uk Date: Wednesday 11 June
2025 at 12:46 BST Subject: Urgent Faulty Sofa Delivery & Return Request Dear Msofas Customer
Care Team, I recently had a
conversation regarding the sofa I purchased from your company and was asked
to forward another video of the sofa in my front room. The previous video
showed the sofa split to highlight errors related to the sleeping side. I am unhappy with the
sofa due to its quality issues and have formally requested a refund. The
build of the sofa does not match the description provided, and it has defects
for which I am not at fault. The concerns I outlined in my last email remain
unresolved, as I previously demonstrated in the video I sent to Msofas staff
upon their initial request. Now, I have been asked
yet again to submit another video illustrating the same defects, simply
because the previous video showed the sofa separated into two sections. This
is deeply concerning, as it seems your support team is attempting to delay
the return process or find an excuse to refuse my legal request for a full
refund under the Consumer Rights Act 2015. Issues with Delivery and Product Quality: Firstly, I am open to
having an engineer visit my property to assess whether the sofa has been
damaged intentionally or by mistake. However, the defects could have occurred
during transit from Poland to the UK or from your warehouse to my home. The
sofa has not been used, as the defects became apparent during our
post-delivery inspection, which is standard practice for most purchases. Additionally, the
delivery was behind schedule by 1.5
hours, arriving at 3 PM rather
than within the stated window of 9 AM
1:30 PM. Due to the rushed delivery, no one noticed the problems until
after the drivers had left. Misleading Comments from Msofas Staff: I would like to address
several misleading statements in your last email: 1. "There is no possibility of assembling the sofa with the
packaging." This appears to be an attempt to avoid reimbursing me
for the 15% return fee stated in your policy. The delivery team removed the
packaging, despite me expressing my dissatisfaction and consideration of a
return. This action put me at a disadvantage regarding the return policy, and
your staff are now using this fact unfairly. 2. "If the sofa had
remained connected, you would not have
encountered any problems." This statement is
false. The sofa was separated as designed by the manufacturer, as shown in
the video. It was not cut in half, nor was the separation improper. The
purpose of showing the sofa split was to highlight faults, not to debate its
assembly. 3. Fabric Tearing Concerns: Your staff's suggestion
that the fabric tearing resulted from misuse is inaccurate. The issue was
present on the right-hand side before I contacted Msofas Customer Support,
and it stems from a design flaw, not improper handling and without an
engineer attending to view the sofa first due to the two different sections
contained in the bed section being a default and having an effect on one and
the other. It is horrendously wrong for Msofas staff to make this accusation
about me and therefore reckless of them in proceedings. Formal Request: My request for the
return of the sofa is not up for debate; it is a legally binding matter. I
will not allow Msofas staff to deny my rightful refund for a product that
fails to meet satisfactory standards. Additionally, I request
an apology for the accusation of damaging the product, as this is entirely
unwarranted. If an independent party were to inspect the sofa, they would
clearly see that it does not function as advertised. Furthermore, regarding
the "invisible footprint" alleged in my first complaint:
I have not used the
sofa, nor has anyone else. Next Steps: I request that the
matter be resolved promptly and that my refund is processed without further
delay. I have also attached another video to further illustrate my concerns. Please confirm the next
steps for collection and resolution at your earliest convenience. Attached Video Link as
Requested: horrific-corruption-files.webhop.me/Sofa/The-Second-Video.mp4 Best regards, Mr.
Simon Paul Cordell |
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04. 04th-Received |
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Re: Subject: Urgent Faulty Sofa Delivery &
Return Request From: Msofas LTD (support@msofas.co.uk) To: re_wired@ymail.com Date: Thursday 12 June 2025 at 12:50 BST Good afternoon, Thank you for your message. Please note that only
sofas listed under the "Express Delivery" section on our website
are eligible for returns. Unfortunately, products that are made to order,
such as your sofa, are not eligible for return, as they are custom-made to
your specifications. Im truly sorry for any inconvenience this may cause. The only option we can offer at this time is to send an
independent service technician to inspect the sofa. They will be able to
assess the issue in detail and, if possible, carry out any necessary repairs. Please let me know if youre happy for us to pass on your
contact details so we can arrange this service for you. Thank you, and I look forward to your reply. Kind Regards Justyna Msofas LTD - www.msofas.co.uk 0 800 020 9555 0 7400 555 299 0 1422 400215 |
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01. 05th-Sent |
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Re:
Subject: Urgent Faulty Sofa Delivery & Return Request From: Rewired
(re_wired@ymail.com) To: support@msofas.co.uk Date: Thursday 12 June
2025 at 15:30 BST Subject: Urgent Legal Right to
Return Faulty Sofa Dear Msofas Customer
Care Team, Thank you for your
response. However, I must formally challenge your claim that my sofa is not
eligible for return due to being a made-to-order product. Under the Consumer
Rights Act 2015, I have the
legal right to reject goods that are faulty, not as described, or unfit for
purpose, regardless of whether they are custom-made or not. The law
explicitly states that all products sold must meet satisfactory quality
standards, and if they fail to do so, the customer is entitled to a Full
Refund Within 30 Days Of Delivery. Why
Your Policy Does Not Override Consumer
Law: 1. Faulty
Goods Must Be Refundable: The Act states that if a product
is defective, the retailer must offer a refund, repair, or replacement. My
sofa has clear defects, including unstable hinges, poor build quality, and
lack of advertised comfort. 2. Misleading
Description Violates Consumer Rights: The sofa does not match the
advertised specifications, meaning it is not as described, which is grounds
for a refund. 3. Made-to-Order Exemption
Does Not Apply to Faulty Goods: While custom-made items may have
different return policies, this does not apply when the product is defective. Poor Handling of
My Case by Msofas Support: I am extremely unhappy
with the way Msofas Support has handled this matter. ·
Your team has accused me without any basis of using excessive force, despite the fact that the
sofa has not even been examined by an independent technician. ·
You have made up claims about footprints being visible,
when there are no tread marks whatsoever, further showing an attempt to shift
blame onto the customer rather than acknowledging product faults. ·
You have failed to provide a reasonable explanation as to
why my concerns are being dismissed instead of properly investigated. ·
I have not received any apology for these false
accusations, which is completely unacceptable to customer service. Next Steps: I do not accept a repair
as a resolution, as the product fails to meet acceptable quality standards. I
am formally requesting a full refund, as is my legal right. If this matter is not
resolved promptly, I will escalate it to Trading
Standards and seek further legal action. Please confirm the next
steps for collection and refund processing. Best regards, Mr. Simon Paul Cordell |
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06. 06th-Received |
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Re: Subject: Urgent
Faulty Sofa Delivery & Return Request From: Msofas LTD
(support@msofas.co.uk) To: re_wired@ymail.com Date: Friday 13 June 2025 at 09:59 BST Good morning, Thank you for getting in touch with us. We would like to clarify that the sofa you ordered was
delivered in perfect condition, without any damages or defects. The item
matched the description and images provided on our website. Our delivery team assembled the sofa for you upon
arrival, and at the time of delivery, photographs were taken as proof of
condition and successful handover. No faults or issues were reported during
or immediately after delivery. We understand that you contacted us after the sofa had
been taken apart. Please note that if there is indeed a potential
manufacturer defect, we are required to send an independent technician to
inspect the sofa and assess its condition. Only after receiving their
official report will we be able to determine the
appropriate next steps. As stated in our Terms and Conditions, if a product is
found to have a fault, our policy is to attempt a repair as a first course of
action. At this stage, we are unfortunately unable to approve a
collection and refund. The sofa must first be thoroughly inspected and, if
possible, repaired. Thank you for your understanding, and please let us know
if you would like us to arrange the technician
visit. Kind Regards Justyna Msofas LTD - www.msofas.co.uk 0 800 020 9555 0 7400 555 299 0 1422 400215 |
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