Sofa rejection log
Thursday 19 February 2026, 12:46
My reply to customerrelations@oakfurnitureland.co.uk
Hello,
Thank you for rearranging that. We are happy with collection taking place on Wednesday 25 February.
Just a note to add that for our original delivery we did not receive an SMS or call around 30 minutes before arrival as expected. Whilst it wasn't an issue on that occasion, please can you add a note to the system to ensure this happens for the upcoming collection, as there is possibility that we will be out of the house briefly to walk the dog. 30 minutes notice gives enough time to ensure we will be back to provide access.
Kind regards,
[redacted]
Thursday 19 February 2026, 11:06
Response from customerrelations@oakfurnitureland.co.uk
Good morning [redacted],
Thank you for your email.
We have changed the collection to 25/02, with a delivery window of 7 am–10 pm.
With regards to the SMS message, this is an automated notification, and the system does not differentiate between a collection or a delivery. I apologise for any confusion this may have caused — I can confirm this booking is for collection only.
If there's anything else we can do to help, please call our Customer Relations team on 0333 400 0078, Monday to Friday 9 am to 6 pm
Kind regards,
[redacted]
Wednesday 18 February 2026, 16:23
My reply to customerrelations@oakfurnitureland.co.uk
Hi [redacted],
Thank you for arranging that. We will definitely be unavailable late afternoon/evening on 24/02, so unless a 3 hour collection window could be guaranteed to end before 4pm on 24/02, could collection instead be arranged for 25/02, 27/02, or 26/02 (in that order, if possible).
Furthermore, I have received an SMS message suggesting the "order will be delivered" - I trust this is just an automated system message, and doesn't indicate anything will also be delivered rather than just being collected.
Kind regards,
[redacted]
Wednesday 18 February 2026, 15:25
Response from customerrelations@oakfurnitureland.co.uk
Dear [redacted],
Thank you for your email.
I can confirm that I have arranged the collection of the items, with the earliest available date being 24/02. If this date is not convenient for you, please let me know and we can arrange an alternative. You will receive your 3-hour delivery time window approximately 48 hours prior to collection so you can ensure access is available.
Once the collection has been completed, the refund will be processed back to your finance agreement. You will also receive confirmation once the finance has been cancelled accordingly.
If there's anything else we can do to help please call our Customer Relations team on 0333 400 0078, Monday to Friday 9 am to 6 pm
Kind regards,
[redacted]
Wednesday 18 February 2026, 11:04
My reply to customerrelations@oakfurnitureland.co.uk
Hello [redacted],
Thank you for your prompt response.
As per my original email and letter, we would like you to arrange collection and full refund.
Please confirm in writing when collection can be scheduled, so we can ensure that someone will be available, and that easy access for the removal of items is possible.
Referencing Consumer Rights Act 2015, Section 20, Subsection 15: A refund under this section must be given without undue delay, and in any event within 14 days beginning with the day on which the trader agrees that the consumer is entitled to a refund. I trust this too will be honoured within the legal time frame.
Kind regards,
[redacted]
Wednesday 18 February 2026, 09:18
Response from customerrelations@oakfurnitureland.co.uk
Good morning [redacted],
Thank you for your email.
Apologies for the sofa issue.
I tried to call you today. Sorry, I missed you.
We are happy to reship the sofa or exchange it for a different range if you wish.
If the above resolutions are not suitable for you, the collection and full refund will be processed.
I am sorry for the inconvenience.
If there's anything else we can do to help please call our Customer Relations team on 0333 400 0078, Monday to Friday 9 am to 6 pm
Kind regards,
[redacted]
Tuesday 17 February 2026
Initial letter sent by email at 14:08 to customerrelations@oakfurnitureland.co.uk and separately by Royal Mail Special Delivery Guaranteed by 1pm® post to: Customer Services, Oak Furnitureland Head Office, Unit 10d, Viscount Way, Swindon, Wiltshire SN3 4TN.
Date: 17/02/2026
Ref: order number: ofl-[redacted]
Dear Oak Furnitureland Customer Services,
On 01/02/2026 we purchased a Morgan Modular Group 3 sofa, which was delivered on 12/02/2026.
I am writing to formally notify you that we are rejecting the sofa, under section 20 of the Consumer Rights Act 2015, on the basis that the goods are not of satisfactory quality (section 9).
The issues (photos attached) are as follows:
- The right-arm module base is the wrong height due to incorrect feet and does not match and line up with the rest of the sofa.
- There is a small hole in the fabric of the right-arm/end module.
- There is a defect in the stitching of the left-arm end module, including a small hole.
- The hidden parts of the sofa are unfinished, despite us being informed in-store prior to purchase that these parts would be finished.
Taken together, but also individually, these defects render the sofa unsatisfactory and not as seen in the sample at the point of sale.
We therefore exercise our statutory short-term right to reject the goods and request a full refund. Please confirm in writing via email and post within 14 days how and when you will arrange collection and make full reimbursement of all associated costs. We do not wish to have, nor will we accept having the units repaired or replaced, as is our statutory right within this short-term window.
To document our communication, I will be logging correspondence on https://sofa-not-so-good.co.uk/ until such time this is resolved.
We look forward to your prompt response and resolution.
Yours sincerely,
[redacted]
Attachments:
