An update from my previous mail. Thought I would leave it for a while so that perhaps I could give some good news. FAT CHANCE. Back to my previous mail when explained about already having had one suite replaced was waiting to find out about another etc.(won't bore you as you can read it yourselves). Eventually and after many many phone calls and a couple of visits we were told that yes they would replace the suite and yes they would waiver the usage fee(find this insulting anyway when its not your fault) we decided to stay with the original suite but ordered it in black, we have the Madrid suite. The manager Neil of Maidstone branch then tried to tell us we had to pay an extra £175 as the suite had gone up. My husband pointed out that if it had gone down would they refund the money. No was the answer so you can imagine my husbands answer! Neil had to check with his area manager (LOL managers don't have brain so can't answer for themselves) and he then rang to tell us that it had all been waivered so I asked him to reorder the suite in black as chestnut seems to be the one with problems, block colours are apparently ok. He said he would do this and it would be between 10-14 weeks delivery. In the meantime we have redecorated, new carpet etc because of the new colour, great NOT.

Rang the store today 14 weeks after the order, I know I'm an idiot should have gone and done the paperwork myself but thought it must be simple. The new manager, they have had 2 since Neil left which was apparently the day he was supposed to order our suite, said cannot find anything about the suite ordering or the fees being waivered or that aliens exist or anything so normallity has resumed at LOL. He is going to phone the area manager who is probably on holiday, with a client, doesn't give a toss etc etc. who will tell him what to do. I have asked for a full refund now as I am just about to explode. He then said, you know whats coming don't you.........you will be charged usage.

I have now told him that if they think after all the shoddy way that I have been treated and the crap that they sell (he took humbrige to this by saying that they sell very well including the chestnut suites which mine was just a blimp and unlucky to have two, he hasn't read the forum but I have printed it off for him!) that I am going to pay usage, which I wouldn't be doing if they had supplied proper usable goods in the first place, then he can think again.

At the present time I am waiting for another phone call and I am gearing up to what is going to be said. Just one question to all do you know if Peter Ling is still the retail manager of this firm. I will also ask them if they have heard of Kevin Cotton as he will be my next port of call as he seems to be able to get things done for people who are treated so badly.

Thanks to all reading for letting me get things off my chest and understand how I feel. Until the next time.....................

UPDATE Terry assistant manager of Maidstone phoned me to say he has found a black suite in Ireland. Having it shipped over asap and delivery 2-4 weeks. Will keep you all posted as to what happens next.

This is an update and final report on LOL. Left it for 3 weeks and then rang to find out that Terry is no longer with them and they cannot find any order for the suite that was suppose to be coming from Ireland. The new manager Mike (poor bloke the 6th manager since March, maybe he thinks he can change the store), rang to say that they can order a new suite for me and would probably be looking at end of September. They also offered a 5 year warranty but really don't want that so asked for money back. Regional manager been in store and has said can have money back minus £310 for usage. Don't agree with this at all as if I could use the suite as intended usage or all this hassle wouldn't be needed. Told them then that I would charge them £1 per day from the date of this being reported until a new suite arrives for storing their rubbish in my home. I was so annoyed I wrote a five page letter and quoted every conversation and results from the day of getting my first suite. I sent this recorded delivery on the Saturday to the regional manager and Peter Ling regional director. At 9.50a.m. on the Monday I had a phone call to say they would be giving me every penny of my money back, result. They collected the suite last Friday and gave me the cheque then so I can now say that I am Land of Leather free and sitting on blow up chairs at the moment whch is a joy. We have a new suite coming in 4 weeks made in this country by craftsmen and sold by a reputable family run company and it cost us just a couple of hundred pounds more and looks brilliant and made our LOL suite look cheap. So I would like to say thank you to the person in LOL who came good and after 3 years of hassle has made the end at least alot better. Hope all you others on the forum have as much joy as I did and my advise........keeping trying and don't back down from your rights. Good Luck

who the hell is kevin cotton

split leather is till leather just lower quality. dont panic it,ll be fine!!!

Look under the furniture for a sample of the leather the unit is made from. Its about 6" square. If your unit has a foot rest it may be under it.

I bought a 'Paulo' 2 and 3 seater last November which was delivered 6 weeks later than it should've been so I received them this March. I also paid the extra insurance but this doesn't apparently 'kick in' till you've had the suite 12 months, Anyway, had to ring them in September as the 2 seater recliner wasn't working properly and the 'leather' had worn away. Somebody came out and fixed it (painted over the area). A few weeks later we found a big split on the seam. Phoned LOL and said could have a replacement, for a fee of £100 (so called 'useage fee). was fuming so rang Trading Standards to see where I stood. They were within there rights, apparently. Finally agreed on £88 even though didn't think I should have to pay but admitted defeat! However, when my new suite was delivered, the delivery man told me they'd been a fault on the first 50 of these suites which included mine, all with the same fault! I'm fuming! If they knew there was a fault with them, why should i have had to pay! I will be making a visit to LOL in Wakefield this weekend!!

Okay that worked, just checking.

After reading most of the posts on this site I have to say that it must be annoying for you guys going into LOL, purchasing a suite, and then finding out that it's a bag of rubbish, exscuse the expression. Then fighting to get some kind of justice.

I work for Italian manufacturers of leather suites and supply shops throughout the UK, and the question I'd like answering is this, (cause we spend a lot of time thinking it ourselves)...

....Do people, the general public, not realise that the sort of suites for sale in LOL, DFS, SCS etc are ALL dud quality.

I read it before, someone said, "you get what you pay for", and it is true to a certain extent. All these big stores have such massive running costs, (staff, rents, council tax, delivery drivers) that to make any kind of profit on a sale they have to buy in the cheapest suites and sell them at minimun 80-100% profit margins.

The nicest suite I have seen in a large retail store is in DFS, a suite called Cadiz, (even that is overpriced), when you look at that you realise you cannot buy a quality suite(3+2) for 699-999£, at least not from these big retailers. .

You all ought to get down to your local family run business, the kind of people who buy quality goods from me :), shell out a couple of hundred quid more and buy something that will last years not months.

Dan

karen76,The extra insurance is for accidental damage from day 1,the after 12 months bit is to extend the manufacturers original warranty from 1 to 5 years.Lol have done what is required of them by exchanging your faulty goods and obviously as the goods are used they have every right to charge for their use.

You have said what I suspected, but, we have seen the design of sofa we would like (Swish swivel chaise) in DFS, couldn't find anything like it in any of the independent furniture stores. I think the sofa in DFS is £1298 but we would happily pay more for a quality product, can you make any suggestions as to where we could look. DFS do so much advertising and glossy leaflet drops I know there ust be a huge mark-up on their furniture to pay for all this.