2 leather sofas. Fixed seat cushions. Unable to plump them up due to being fixed. Leather has stretched and has revealed the fabric backing to the cushions. EXPERT opinion suggested no manufacturing fault from a couple of photos submitted. Not happy, requested on site inspection. Report suggested that I was sitting on the sofa wrongly? Work that one out. Again said no manufacturing fault. Finished up going to arbitration. Next offered to ATTEMPT repair. Castelan chap came, dismantled the sofa to try to realign the cushions. Suggested that the repair was the best they could do and to expect the problem to reoccurs.Arbitrator found in favour of Next due to the time scale from when the sofas were purchased and the time I raised the issue, approx 9 months. This falls outside of the consumer act time frame for making a complaint, nothing to do with the fitness for purpose of the product.So, if you do go down the arbitration route, check before hand whether your claim would be accepted given time scales. If the arbitrator finds against you, Next will drop you like a hot potatoe 🥔.
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