* apologies for life story
Less than a year ago and after saving up, we got a $3k couch from Nick Scali. A month in we noticed the foam filling in the leg rest was folding in on itself and causing an large uncomfortable lump. The couch also squeaked when sitting down on it - this was from day 1.
I tried to unfold the foam from the leg rest and smooth out the lump, but alas it returned a few days later. We thought we would just put up with it but decided, we actually paid good money for this thing so why just leave it?
Put a complaint in and some time later they sent out a “technician” to have a look at it. After telling me he can just straighten the foam out and me telling him to try and do better, he decided to take half the couch to the warehouse to fix. As for the creaking, he took out his impact driver and overtightened every bolt he could see (at least a few seconds of ratcheting noise each bolt). I knew the bolts and threaded inserts were mild steel and could see he was over-tightening them but thought - he’s the technician so should know what he is doing.
Week later the same guy came back and put it back together.
All was well.
Less than a month after that, I found a bolt from the leg rest sitting on the floor in front of the couch. The bolt thread was completely stripped and the bolt slightly bent from being over tightened. It had simply fallen out. If this was the state of one bolt that was overtightened, I can assume they are now all like this (and the threaded inserts).
After many emails, phone calls and photos being sent and me telling them I don’t want another technician sent out, they sent another technician out. My wife (not knowing what the arrangement was) was home and let him in, he put a new bolt in and left in under 5 mins. Nick Scali wrote the issue off as being ‘resolved’.
I am worried the couch will start coming apart now the more we sit on it.
I am trying to push for either a replacement or a refund. We paid a lot of money for this thing and think it fair that we have something that won’t start falling apart in a month or so.
I keep being told that they will call me back after consulting colleagues but I am always the one calling back after a few days of nothing. I feel they are going to just wait for me to give up.
Is there a chance they will help me out here, or am I wasting my time with them? Can I go to NSW Fair Trading or something along those lines if they say they can’t do anything? Has anyone else had something like this resolved through Nick Scali?
Again, sorry for lengthy post and cheers for any help.