Customer has a white leather sofa and requested a repair on 1 x seat cushion which was scuffed/scratched. On inspection, technician advised uplifting seat section to repair scuffs and replace foam (existing foam had lost resilience). When cleaning in preparation to repair, top finish started lifting off - this is not uncommon (dependent on lots of factors). Advised customer we would replace the damaged panel with new and recolour. When furniture returned customer immediately highlighted scuffs along front. Area where scuffs are were not touched during repair process. In addition, section of sofa left in customer's house displaying exactly the same scuffs. Customer unhappy seat foam too high and looks out of place. Again this is normal as foam levels out over time. Main complaint difference in shade between repaired seat cushion and rest of sofa. Non repaired sections of sofa have been subject to everyday wear and tear and will, initially, appear slightly different until colour 'beds in'.
At our request, customer has not paid for repair and we have offered to replace all three seat cushions tops (not only the one previously repaired) in leather of her selection. We have also offered to replace the seat foam with one of a lower density. Customer has refused and opened a Consumer Rights case. Please note, technicians who returned furniture of the opinion customer 'serial complainer' as she was happy discuss her many past claims and the resultant compensation received.
Offered two solutions at no cost to customer - we redo repair or provide materials for another company to repair. Customer has turned down both and states Consumer Rights have advised she request a cheque for a replacement sofa. Several long winded emails from customer stating that we are 'cowboys' and her sofa looks atrocious. Pleas note, section we DID NOT repair is covered in red dye and scuffs. Any additional advice would be greatly appreciated as customer states she is happy to progress with legal action and consumer rights.