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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 section’s
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. I’m
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 you’re 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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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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07. 07-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: Wednesday 18 June 2025 at 23:10 BST Subject: Final Formal Response – Faulty Sofa & Legal Rights Under Consumer
Law! Dear Msofas Customer Care Team, I acknowledge receipt of
your latest email dated “13 June 2025.” While I appreciate the
offer of an independent engineer inspection, I remain “Deeply Dissatisfied” with how this matter has been handled. Your
refusal to acknowledge the “Clear Defects” and “Misleading Claims” regarding my legal rights under the “Consumer
Rights Act 2015” are
unacceptable. Key Issues You Have
Failed to Address: 1.
Defective Design & Structural Faults: a.
The “Sleeping
Area” is excessively tight, making it near-impossible to pull out. b.
The “Straps Supporting The Sleeping Section” are
not adequate for long-term durability. c.
The “Fabric Tearing
Issue” was present “Before I Contacted Msofas And Occurred Again In Demonstration,” yet you falsely
implied misuse. d.
The “Bed Section’s Hinges Mechanism Are Unstable,” with “One Side Weaker Than The Other,”
making it difficult to pull out and close properly. This is a “Clear
Fault With The Sofa’s Build Quality,” not user error. 2.
Misleading Claims About My Legal Rights: a.
The “Made-To-Order Exemption Does Not Override
Consumer Law,” faulty goods must be refundable. b.
UK law states “Any
Defective Item, Regardless Of Customization,” must meet
satisfactory quality. c.
Your Terms & Conditions “Cannot” override my legal
entitlements. 3.
Unjust Handling of My Case: a.
I was asked “Multiple Times” to provide video
evidence of the faults, despite already having submitted clear documentation.
This repetitive demand appears to serve no practical purpose other than to “Delay Resolution” and impose unnecessary
burden. b.
Your team’s claim that “Footprints” and “Excessive
Force” caused further damage in the demonstrated video is entirely “Baseless.”
The video was recorded to illustrate the same and another existing defect,
not to create one. Such accusations are both “Unfounded And Inappropriate,” especially
in the absence of a formal inspection. c.
No apology has been issued for the way my legitimate
concerns were dismissed and then “Wrongfully
Reframed As Misuse,” and “As I Still Rightfully Request For!” These accusations have
been not only unfair but also “Distressing,” as they imply blame
without evidence, naturally, until an engineer conducts a full and impartial
inspection and such conclusions must remain speculative and “Wholly Unacceptable” until then. Formal Request &
Next Steps: I “Accept” an independent
engineer visit as the “Final Step Before A Refund Confirmation.” However,
I want to be clear:
Simply reattaching
handles with extra thread that the manufacture did not install does not
resolve the “Fundamental Design Fault’s,” with the handles nor
does it address the hinge mechanism in default that causes the sofa not
to open or close with ease as it
should. Legal Standpoint: I “Refuse” to accept the blame
for pre-existing defects. The sofa was inspected “Immediately Upon Delivery And Reported To Yourselves,” and I have “Not” used it due to its “Unacceptable
Condition.” My “Legal
Entitlement” to a “Full Refund” remains valid under the “Consumer
Rights Act 2015.” · I request an “Apology For
The Two Separate Incidents Listed” and I also request “Written
Confirmation” of the next steps “Without Further Deflection.” I expect an
“Engineer Visit Scheduled Promptly” and a “Clear
Resolution Following Their Report.” If no reasonable
agreement is reached, I will “Take Formal Action.” Best regards, Mr. Simon Paul Cordell On Friday 13 June 2025 at 09:59:19 BST, Msofas LTD
<support@msofas.co.uk> wrote: 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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08. 08th-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 20 June 2025 at 11:13 BST Good morning, Thank you for your message. We understand your concerns and would like to assure you
that we are taking your case seriously. To move forward in a fair and
transparent manner, we will arrange for an independent inspection of your
sofa by a certified service technician. This impartial assessment will
determine whether any structural faults or manufacturing defects are present. If the inspection confirms that the sofa has structural
defects or issues related to build quality, we will proceed with a
replacement of the sofa at no additional cost to you. The independent service team will be in touch with you
directly to arrange a suitable date and time for the inspection. We appreciate your patience and cooperation as we work
towards a resolution, and we remain committed to addressing this matter
properly and in accordance with your consumer rights. Kind Regards Justyna Msofas LTD - www.msofas.co.uk 0 800 020 9555 0 7400 555 299 0 1422 400215 On Wed, 18 Jun 2025 at
23:10, Rewired Rewired <re_wired@ymail.com> wrote:
Dear Msofas Customer
Care Team, I acknowledge receipt of
your latest email dated “13 June 2025.” While I appreciate the
offer of an independent engineer inspection, I remain “Deeply Dissatisfied” with how this matter has been handled. Your
refusal to acknowledge the “Clear Defects” and “Misleading Claims” regarding my legal rights under the “Consumer
Rights Act 2015” are
unacceptable. Key Issues You Have
Failed to Address: 1. Defective Design & Structural
Faults: a.
The “Sleeping
Area” is excessively tight, making it near-impossible to pull out. b.
The “Straps Supporting The Sleeping Section” are
not adequate for long-term durability. c.
The “Fabric Tearing
Issue” was present “Before I Contacted Msofas And Occurred Again In Demonstration,” yet you falsely
implied misuse. d.
The “Bed Section’s Hinges Mechanism Are Unstable,” with “One Side Weaker Than The Other,”
making it difficult to pull out and close properly. This is a “Clear
Fault With The Sofa’s Build Quality,” not user error. 2. Misleading Claims About My Legal Rights: a.
The “Made-To-Order Exemption Does Not Override
Consumer Law,” faulty goods must be refundable. b.
UK law states “Any
Defective Item, Regardless Of Customization,” must meet
satisfactory quality. c.
Your Terms & Conditions “Cannot” override my legal
entitlements. 3. Unjust
Handling of My Case: a.
I was asked “Multiple Times” to provide video
evidence of the faults, despite already having submitted clear documentation.
This repetitive demand appears to serve no practical purpose other than to “Delay Resolution” and impose unnecessary
burden. b.
Your team’s claim that “Footprints” and “Excessive
Force” caused further damage in the demonstrated video is entirely “Baseless.”
The video was recorded to illustrate the same and another existing defect,
not to create one. Such accusations are both “Unfounded And Inappropriate,” especially
in the absence of a formal inspection. c.
No apology has been issued for the way my legitimate
concerns were dismissed and then “Wrongfully Reframed As Misuse,” and “As I
Still Rightfully Request For!” These accusations have been not only unfair but
also “Distressing,”
as they imply blame without evidence, naturally, until an engineer conducts a
full and impartial inspection and such conclusions must remain speculative
and “Wholly Unacceptable” until then. Formal Request &
Next Steps: I “Accept” an independent
engineer visit as the “Final Step Before A Refund Confirmation.” However,
I want to be If the engineer confirms
“Structural
Defects,” making the sofa “Unfit For Long-Term
Use As Expected,” or for my use in a near on period and due to a
fairy agreed upon resolution then I will “Expect A Full Refund.” Simply
reattaching handles with extra thread that the manufacture did not install
does not resolve the “Fundamental Design Fault’s,” with the handles nor does it address the hinge
mechanism in default that causes the sofa not to open or close with ease as it should. If you continue to “Wrongfully
Contest” my Legal Rights, I will escalate the matter to “Trading Standards!” Legal Standpoint: I “Refuse” to accept the blame
for pre-existing defects. The sofa was inspected “Immediately Upon Delivery And Reported To
Yourselves,” and I have “Not” used it due to its “Unacceptable
Condition.” My “Legal
Entitlement” to a “Full Refund” remains valid under the “Consumer
Rights Act 2015.” · I request an “Apology For
The Two Separate Incidents Listed” and I also request “Written
Confirmation” of the next steps “Without Further Deflection.” I expect an
“Engineer Visit Scheduled Promptly” and a “Clear
Resolution Following Their Report.” If no reasonable
agreement is reached, I will “Take Formal Action.” Best regards, Mr.
Simon Paul Cordell |
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09. 09th-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: Wednesday 2
July 2025 at 12:22 BST
Good afternoon, I would like to confirm that the report from the sofa inspection has
been sent over to the manufacturer. I'll get back to you as soon as I get a
response. Thank you. Kind Regards Justyna Msofas LTD - www.msofas.co.uk 0 800 020 9555 0 7400 555 299 0 1422 400215 On Fri, 20 Jun 2025 at 11:12, Msofas LTD <support@msofas.co.uk>
wrote: Good morning, Thank you for your message. We understand your concerns and
would like to assure you that we are taking your case seriously. To move
forward in a fair and transparent manner, we will arrange for an independent
inspection of your sofa by a certified service technician. This impartial
assessment will determine whether any structural faults or manufacturing
defects are present. If the inspection confirms that the
sofa has structural defects or issues related to build quality, we will
proceed with a replacement of the sofa at no additional cost to you. The independent service team will be
in touch with you directly to arrange a suitable date and time for the
inspection. We appreciate your patience and
cooperation as we work towards a resolution, and we remain committed to
addressing this matter properly and in accordance with your consumer rights. Kind Regards Justyna Msofas LTD - www.msofas.co.uk 0 800 020 9555 0 7400 555 299 0 1422 400215 |
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10. 10th-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: Wednesday 2
July 2025 at 15:27 BST
Please can you disclose a copy of the report to
myself as soon as possible please for my own review! Kind regards Mr. Simon Paul Cordell On Wednesday 2 July 2025 at 12:22:02 BST, Msofas LTD
<support@msofas.co.uk> wrote: Good afternoon, I would like to confirm that the report from the sofa
inspection has been sent over to the manufacturer. I'll get back to you as
soon as I get a response. Thank you. Kind Regards Justyna Msofas LTD - www.msofas.co.uk 0 800 020 9555 0 7400 555 299 0 1422 400215 On Fri, 20 Jun 2025 at 11:12, Msofas
LTD <support@msofas.co.uk> wrote: Good morning, Thank you for your message. We understand your concerns and
would like to assure you that we are taking your case seriously. To move
forward in a fair and transparent manner, we will arrange for an independent
inspection of your sofa by a certified service technician. This impartial
assessment will determine whether any structural faults or manufacturing
defects are present. If the inspection confirms that the
sofa has structural defects or issues related to build quality, we will
proceed with a replacement of the sofa at no additional cost to you. The independent service team will be
in touch with you directly to arrange a suitable date and time for the
inspection. We appreciate your patience and
cooperation as we work towards a resolution, and we remain committed to
addressing this matter properly and in accordance with your consumer rights. Kind Regards Justyna Msofas LTD - www.msofas.co.uk 0 800 020 9555 0 7400 555 299 0 1422 400215 |
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11. 11th-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 3
July 2025 at 09:15 BST
Good morning, Yes, sure. Please take a look at the report I've
attached. Thank you. Kind Regards Justyna Msofas LTD - www.msofas.co.uk 0 800 020 9555 0 7400 555 299 0 1422 400215 On Wed, 2 Jul 2025 at 15:27, Rewired
<re_wired@ymail.com> wrote: Please can you disclose a copy of
the report to myself as soon as possible please for my own review! Kind regards Mr. Simon Paul Cordell On Wednesday 2 July 2025 at 12:22:02
BST, Msofas LTD <support@msofas.co.uk> wrote: Good afternoon, I would like to confirm that the
report from the sofa inspection has been sent over to the manufacturer. I'll
get back to you as soon as I get a response. Thank you. Kind Regards Justyna Msofas LTD - www.msofas.co.uk 0 800 020 9555 0 7400 555 299 0 1422 400215 11th Received-Report
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12. 12th-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 10 July 2025 at 12:48 BST Good afternoon, We would like to inform
you that the sofa will be replaced with a new one. Please kindly confirm
this so that I can pass the information on to the manufacturer and proceed
with the next steps. Thank you in advance,
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 On Thu, 3 Jul 2025 at
09:14, Msofas LTD <support@msofas.co.uk> wrote: Good morning, Yes, sure. Please take a
look at the report I've attached. Thank you. Kind Regards Justyna Msofas
LTD - www.msofas.co.uk 0 800
020 9555 0 7400
555 299 0 1422 400215 |
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13. 13th-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
15 July 2025 at 10:28 BST Good morning, Can you please get back
to me regarding this complaint as soon as possible? I need to confirm
everything with the manufacturer. Thank you. Kind Regards Justyna Msofas
LTD - www.msofas.co.uk 0 800
020 9555 0 7400
555 299 0 1422 400215 On Thu, 10 Jul 2025 at 12:48, Msofas LTD
<support@msofas.co.uk> wrote: Good afternoon, We would like to inform you that the sofa will be
replaced with a new one. Please kindly confirm this so that I can pass the
information on to the manufacturer and proceed with the next steps. Thank you in advance, 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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14. 14th-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: Tuesday 22 July 2025 at 10:55
BST Subject: Final Request for
Resolution – Faulty Sofa MSFS163 & Consumer Rights Act 2015 Dear Msofas Customer Care Team, I am writing to formally present the
options I believe offer a reasonable and lawful path forward in resolving my
ongoing sofa complaint, referenced under inspection case MSFS163. Since the original delivery on 7 June 2025, I have not been able to use the
sofa as intended. It has suffered from serious build defects, including
structural imbalance, unstable hinges, torn handles, caused by manufactures
misalignment of back section. This is now confirmed by your independent engineer’s
report dated 30 June 2025. Despite
raising these concerns on the day of
delivery and submitting extensive video/photo evidence since prior to the
9th of June 2025,
upsettingly I have been repeatedly accused of causing damage, despite never
using the sofa or being forceful or negligent with it and sadly for me I have received no apology
for these false allegations that were deliberately created to wavier my legal
rights for resolution of the defaulted sofa and this situation has made me
feel deeply uncomfortable in my own home throughout this experience. ⚖ My Legal Position
Under the Consumer Rights Act 2015, I am entitled to a refund or
replacement for a product that is not fit for purpose, not as described, or
of unsatisfactory quality, regardless of whether it was made to order, as you
still refuse to accept or acknowledge. Your refund refusal citing “Custom
Build” does not override UK
consumer law. 📦 Inspection Summary
No repairs were possible on-site. Sofa remains unused due to distress
and unresolved defects. Claims of misuse are not
evidence-based and remain speculative until disproven. 🛠 Resolution Options I am Willing to Consider
Option 1: Return & Replacement (I’m honestly very Reluctant but this option
“May Be
Acceptable Under Agreed Conditions”) I may agree to return the faulty
sofa and wait for a replacement but due to original 3-month build delay, and
now waiting again, this process may stretch toward a full year since payment, and this makes me reluctant to accept
this offer and if I ever did, I would defiantly expect:
Confirmed warranty and an extension
on warranty for the replacement unit. At least £350 compensation for loss of use and delay, dependent on agreed
dates, meaning for an agreed upon completion Date to be complied so if the
date exceeds its agreed upon completion date as an overlap for a complete refund to be provided
alongside with £450 pounds in compensation. Option 2: Refund & Renegotiation for Replacement Purchase Accept a refund in accordance with
consumer law. I am willing to repurchase a similar sofa, potentially from
you, without the defective design, if necessary.
The Legal right for me to be Granted
right to buy the Damaged Sofa at the defaulted value of its value worth and I
personally therefore: -- 🛋 Request for Ownership Transfer at Defaulted Value
(Cash Offer Included)
Given that the sofa has now been
acknowledged as structurally defective and written off by both the inspection
report (MSFS163) and the manufacturer, I hereby request that I be granted the
legal right to retain and purchase the
damaged unit. I am willing to do so on the
following terms:
Loss of warranty Structural instability Damaged fabric and fittings Time lost and emotional distress
The original sofa price was £1,422.99p GBP. I now offer £500 in cash as its defaulted recovery value, which
reflects:
Warranty voided Structural damage No usage since delivery This cash offer would:
Prevent waste of materials and
warehouse storage Allow me to repurchase a new unit if
I wish Close this case amicably and
lawfully Please confirm whether this pathway
is acceptable and respond in writing with your assessment and confirmation.
If a different valuation is proposed, I request that it be transparently
itemized and justified based on the inspection findings. 📨 Summary Request
I request that one of these two
offers be finalized so it can be agreed upon , and that you respond in
writing with:
Confirmation of warranty terms Clear decision on the selected options
Confirmation of timeline for resolution! If a fair resolution is not reached,
I will escalate the matter to Trading
Standards and consider legal action. Best regards, Mr. Simon Paul Cordell [Phone and address as already provided in
the engineer's report] P.s. I have included a weblink to were I host all of our case files in my website for your
own review: https://horrificcorruption.com/ “Main Website” https://horrificcorruption.com/Server2/ “All Claim Files” https://horrificcorruption.com/Server2/MSofas-2-07-07-2025/index01.asp “MSofas Claim Files!” On Tuesday 15 July 2025 at 10:28:42 BST, Msofas LTD
<support@msofas.co.uk> wrote: Good morning, Can you please get
back to me regarding this complaint as soon as possible? I need to confirm
everything with the manufacturer. Thank you. Kind Regards Justyna Msofas
LTD - www.msofas.co.uk 0
800 020 9555 0
7400 555 299 0 1422 400215 On Thu, 10 Jul 2025 at
12:48, Msofas LTD <support@msofas.co.uk> wrote: Good afternoon, |
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15th-Received-Sent |
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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 24 July
2025 at 11:31 BST Good morning, Thank you
for your email. In this
case, your sofa will be collected, and a full refund will be issued within 14
days from the date of collection. The exact
collection date will be confirmed via email and SMS 3 to 5 days in advance. If you
have any further questions in the meantime, feel free to contact us. Thank
you. Kind Regards Justyna Msofas LTD - www.msofas.co.uk 0 800 020 9555 0 7400 555 299 0 1422
400215 On Tue, 22 Jul 2025 at 10:55,
Rewired Rewired <re_wired@ymail.com> wrote: Subject: Final Request for
Resolution – Faulty Sofa MSFS163 & Consumer Rights Act 2015 |
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16th-Received-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:Thursday 24 July 2025 at 18:50
BST 📩 Another Final Email to MSofas
LTD Subject: Formal Demand for Immediate
Compensation and Accountability To: support@msofas.co.uk From: Simon Paul Cordell Date: Thursday, 24 July 2025 Dear MSofas
Customer Care, This email constitutes a formal
demand for accountability regarding the severely mishandled sale and delivery
of my Violet Corner Sofa Bed, ordered
on 1 April 2025 for £1,422.99 GBP and delivered on Saturday, 7 June 2025. As of today, 24 July 2025, 47 days have
elapsed since delivery and 114
days since payment, during which time since delivery I have been left
without suitable furniture and appropriate redress, or even the courtesy of a
basic apology as I have continually request for due to harmful and wrongful
accusation made by my Msofas staff in response to my Complaint. It is said that across 14 documented emails sent between 9 June
and 24 July, I have detailed the following:
Unstable hinge mechanisms Material tearing due to design flaws Entirely unfit for purpose and not
as described
⚖ Legal
Summary Under the Consumer Rights Act 2015, I am entitled to:
Compensation for consequential losses Redress for emotional distress and disruption to recovery Protection against further delay or
forced return, especially given prior use only resulted from hardship I invoke my right to:
🚨 My
Formal Demands 1.
Do not arrange collection without prior discussion and
agreement on compensation. 2.
Offer
a fair retention proposal for the
sofa given the circumstances and irreversible loss. 3.
Issue formal compensation for furniture
disposal, redesign costs, and emotional hardship. 4.
Deliver
a written apology and
acknowledgement of your mishandling. Unless resolved. If this matter is not resolved fairly and swiftly, I
will escalate to: · Trading Standards · Consumer Ombudsman · Formal legal action for
damages and breach of duty. Your conduct thus far has failed not
just legally, but morally. I expect resolution—not deflection. Yours
sincerely, Simon Paul Cordell 📩 Final Draft Email to MSofas
LTD Subject: Formal Demand for Immediate
Compensation and Accountability To:
support@msofas.co.uk From: Simon
Paul Cordell Date: Thursday, 24 July 2025 Dear MSofas
Customer Care, This email constitutes a formal
demand for accountability regarding the severely mishandled sale and delivery
of the Violet Corner Sofa Bed, ordered
on 1 April 2025 for £1,422.99 GBP, delivered on Saturday, 7 June 2025, and flagged with manufacturing faults on Monday, 9 June 2025 at 13:22 BST. As
of today, 24 July, 47 days have passed since delivery
and 114 days since payment, during
which time I have been left without suitable furniture, adequate redress, or
even the courtesy of an apology. Across 14 documented emails sent between 9 June and 24 July, I have
detailed:
Unstable hinge mechanisms Material tearing due to poor
construction Concerns verbally raised with
delivery staff during unpacking
🔥 My original £5,000 Italian leather sofa, objectively of higher build quality
was placed in the communal corridor following
delivery of the faulty item. I immediately raised fire hazard concerns and complaints from neighbors and Council
and put you in receipt of such information, in Email #1. This emergency
issued raised were ignored. The sofa was ultimately forcibly disposed of a loss directly caused by your delay.
🔄 In your 12th response, you stated the sofa would be “Replaced” and “There
Was No Other Option.” Then, in Email #14 dated 24 July, you contradicted
this by stating the sofa would instead be “Collected And Refunded.”
After weeks of conflicting communication, neither
path adequately addresses the damage
already done. ⚖ My Legal
Position Under the Consumer Rights Act 2015, I am entitled to:
Compensation for consequential losses! Protection from policy
misapplication! Redress for false blame, deliberate
manipulation tactics and hardship
caused by delay. Your suggestion to collect the sofa
after such a delay for a fair refund does
not resolve the issue. I’ve been forced to use the sofa due to lack of
alternatives, it now holds no resale
value, and your failure to act promptly stripped me of better options. 🚨 My Formal
Demands 1.
No collection unless preceded by agreement to
compensation or discounted retention. 2.
Immediate compensation for:
Redesign costs including cupboards,
soft furnishings, and fireplace Emotional and physical hardship I
will suffer during medical recovery, as this is what my home has been rushed
to be decorated for. I am due to have medical surgery within the next week or
so and the decoration has been done to aid in my recovery. 3.
A written apology acknowledging:
False blame Contradictory and misleading
communications Fire hazard complaints and ignored
safety risks Should this not be resolved
promptly, I will escalate through:
Consumer Ombudsman Legal counsel for
damages and breach of duty You’ve had 114 days to act and instead chose avoidance, deflection, and
contradiction. I expect full and fair resolution, not another misleading
paragraph. My Prior offer still stands of £500 pounds for the defaulted sofa
and is a fair offer considering the circumstances and my losses and is still
even negotiable. Please re-evaluate what you are doing to me and my home. Yours faithfully, Simon Paul Cordell On Thursday 24 July 2025 at 11:31:16 BST, Msofas LTD
<support@msofas.co.uk> wrote: |
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17th-Received-Sent |
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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 25 July
2025 at 10:27 BST Good morning, Thank you
for your message. We have
forwarded all the information to our management team for further review. We
will be in touch with you shortly. Should
you have any additional questions in the meantime, feel free to reach out. Kind Regards Justyna Msofas LTD - www.msofas.co.uk 0 800 020 9555 0 7400 555 299 0 1422
400215 On Thu, 24 Jul 2025 at 18:50,
Rewired Rewired <re_wired@ymail.com> wrote: |
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18th-Received-Sent |
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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
29 July 2025 at 10:14 BST Good morning, I'm very sorry to hear you feel that way, and I truly
regret that this situation has caused you such distress. Following a discussion with our management team, we can
offer you two options to choose from: 1. A full replacement – The manufacturer has agreed to replace it entirely
with a new one. 2. A full refund – We can arrange for the sofa to be collected from you,
and once it's returned, a full refund will be issued. Please let me know which option you would prefer so I can
pass the information on and proceed accordingly. Thank you for your ongoing understanding and
patience. Kind Regards Justyna Msofas LTD - www.msofas.co.uk 0 800 020 9555 0 7400 555 299 0 1422 400215 On Thu, 24 Jul 2025 at 18:50,
Rewired <re_wired@ymail.com> wrote: |
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19th-Received-Sent |
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19th-Received=To-Phone-Wed-30=07-25-12-48pm This is a New Delivery date
that I am supposed to accept according to Msofas considering the
circumstances, dated the 012/08/2025, time: 12:00 till 06:00pm.
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20th-Received-Sent |
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21st-Received-Sent |
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