Repair standard of Diamond Furniture
I ordered a brand-new sofa, but the brackets meant to hold the two sections together kept coming undone, meaning the sofa wouldn't stay connected as a single unit. The store sent their technician to fix this issue, but what followed can barely be called a "repair." As you can see in the attached photos, the technician completely ruined the sofa. Instead of a professional fix, they used cheap, non-factory metal plates and carelessly drilled random holes straight into the fabric and structure of the furniture. This looks like a terrible DIY job, not a service from a professional furniture store.
Following this botched repair, the store refused to replace the corner sofa with a new, defect-free one and also refused to issue a refund. If this is the "standard of service" this store offers, I strongly advise everyone to avoid buying from them. Absolutely unacceptable and extremely unprofessional
Edit (answer for your reply)
Dear Diamond Furniture,
I cannot accept your assessment of the situation. Removing the additional brackets will not solve the issue; the sofa sections will simply start disconnecting again. Your proposed solution is completely pointless, and the "repair" itself was executed poorly and unprofessionally, resulting in damage to both the fabric structure and the frame.
Furthermore, independent of the connection issue, the overall quality of the sofa is unacceptable. As previously noted, this problem was reported immediately after just three weeks of delivery. After a month of normal use, the cushions are completely sagging and worn out, looking as though the sofa is 15 years old.
Under consumer protection law, since the product is faulty, not fit for purpose, and your attempt to repair it has failed and caused further damage, I am legally entitled to reject the goods.
I am hereby exercising my right to return the sofa and demand a full refund of the purchase price. Please arrange for the collection of the faulty item and confirm when the refund will be processed
Reply from Diamond Furniture
Hi Pawel,
Thank you for taking the time to share your feedback. We are sorry to hear that you are dissatisfied with your experience.
We have carefully reviewed your concerns, along with the reports provided by both our technician and the manufacturer.
This was a minor repair to address the issue with the sofa sections becoming disconnected. As part of the repair, the addition of an extra bracket was discussed as a solution to help keep the sofa securely together, and this was agreed before the work was carried out.
We would like to reassure you that the bracket has not ruined the sofa or caused any structural damage. It is a simple fitting that was installed as part of the approved repair to resolve the reported issue.
We have offered to remove the bracket, however, we understand that you have chosen not to proceed with this option. We believe this remains the most appropriate way to address your concerns so we do hope you will reconsider this.
Please feel free to contact our Customer Service Manager to arrange this or if you have any further questions.
Kind regards,
Diamond Furniture