Answer:

I am sorry to be the bearer of bad tidings but in all honesty, a lot of fabrics stain when water is applied. Water for example can have a devastating effect on some dry clean only clothing and furniture is no different. You should always follow the manufacturers recommended method of cleaning before applying any solvent, including water.

Question:

Please could you help, I am writing on behalf of my mother who has recently purchased a hand made suite from a small family company. Delivery of the suite was taken and upon inspection it was noted that the arms on the chairs are almost 1.5 inches higher than the other. Also the shaping on the cushions on the settee is approximately three inches different. I immediately called the shop and was told that they needed to speak to the owner. This was Monday 23rd April and would call me back on Wednesday, at 4.00pm I called the shop who informed me that they had not been able to get hold of the owner and advised they would call on Friday. At 4.30 on Friday I called the shop and was advised that as the suite was handmade and upon them further inspecting the suites on their own shop floor this was also the case. They informed me that this was allowed within the tolerances of handmade furniture. I informed them that I was not happy and that they needed to collect the suite and make a full refund. The sales person informed me that she would need to go back to her manager and would be in touch. On Saturday 28th April a letter arrived stating that the "faults" were within the tolerance and that they were not prepared to do anything more. Can you please help the cost of the suite was £1700.

If the chairs are intended to match, then there is no way they should be 1.5" different in size. The cushions should also match front to back and side to side and of course the depth should also be consistent.

Cushions sometimes do vary between the sofa and chair for example, but this is usually when the sofa is of a slightly different design.

Ladies and gents chairs sometimes vary in width, but generally the length front to back of the seat is consistent.

In my view, there is no way a manufacturer or upholsterer could realistically argue that being 3" different in dimensions is within tolerance. 1/2", (12mm) may-be - 3" (75mm) never!

If the retailer is not prepared to deal with the complaint you may need to take further action. You may need an independent inspection, with which we can assist you. But by far the best course of action is to put pressure on the retailer.

Please feel free to make contact if we can be of further assistance.

Mike Spencer.

Question:

My problem concerns 2 chairs purchased in February this year from a mail order company. The chairs developed lumps under the arms and down the sides within a short space of time.

I contacted the manufacturing company concerned who collected one chair for inspection under the terms of their two years guarantee.

The chair was returned with the comment that there was no inherent fault and the lumping was caused by the stapling of the foam. They are therefore not prepared to take any action.

I wrote to the managing director personally but with no response other than their after sales department stating the same as mentioned above.

I am not happy and contacted Trading Standards and Citizens Advice bureau. The bureau suggested an independent opinion from a qualified upholsterer.

Hence my enquiry for any suggestions you may have and also the name of a local upholsterer who resides in the East Devon region who may be happy to provide an independent inspection.

I thank you in anticipation of your reply.

Answer:

Firstly, lumps under the arms are quite common, particularly on cheaper upholstered furniture. However, whereas price is a factor, goods should still be of a reasonable quality and fit for purpose.

We can provide an independent inspection, as this is a service we offer consumers. Please see our web site http://www.upholsterers.co.uk/news/inspect.htm

However, please ensure your retailer is aware of your course of action and that they are offered the opportunity to contribute to the cost of a joint independent inspection before proceeding.

Question:

I have two sofas which I need to get rid of. I have heard that they can be used for students and apprentices to learn upholstery. They are good quality (Harrods) but the covers are tatty. I do not want any money for them but I don't want to send them to the tip. They would need to be picked up from Epsom. Hope you can help.

Answer:

Unfortunately this is going to be a problem. There is surely someone out there who will want them, but tracking them down is not going to be easy.

I suggest you contact Malcolm Hopkins at the London Metropolitan University; he may be able to help.

I would like to buy a NEW suite made in the old fashioned way with hair. Is this possible? If so where can I buy one?

Answer:

Yes, it is indeed possible to have a suite made in the traditional way. Some purists will use only original materials while others will use a combination of both new and traditional materials.

If you require a bespoke suite, please see our web site www.upholsterers.co.uk or simply call or e-mail for a list of members in your area.

A word of warning. Before ordering, ensure you know exactly what you want and confirm the final price. Seek a written detailed estimate to avoid queries at a later date. Just Ask!

Question:

How can I tell if a suite has a full hardwood frame or not? Are retailers supposed to put this on the label?

There is no obligation on the part of the manufacturer to state 'Hardwood Frame' and even if it is stated, what exactly is a hardwood frame. The best frames are Beech or Birch and where the frame is visible, Ash and Oak are popular choices as they are durable and visually pleasing. Beech is also used for show wood frames as it is easily coloured to a variety of colours.

Even where hardwood frames are promoted, they may be grade A or grade B. Grade A may be kiln dried first class timber whereas as grade B may be still growing and wet.

The best advice is to seek out a reliable manufacturer, one who identifies the frame as hardwood and is prepared to show you what is inside. In practical terms this means photographs. However, small manufacturers and manufacturing upholsterers will usually welcome you into their workshops to see for yourself.

Quality frames may also be made from composites but these vary too - some are good while others are appalling. Best advice is to use specialist who will guide you through this minefield.

For a list of specialist upholsterers see www.upholsterers.co.uk

Just Ask!

Question: :

We bought a suite from a well known retailer in September 2006 out of 8 zips 5 have broken SCS say it is not a manufacturing fault and therefore will not mend it please could you give us some advice

Answer:

I would say, assuming the suite has not been abused that for 5 out of eight zips to fail in nine months is probably related to a manufacturing or design fault in the furniture and or zips.

I suggest you obtain an independent inspection through our Association to validate your claim. See www.upholsterers.co.uk/news/inspect.htm for details.

Question:

I am having problems with the person who re-covered my two chesterfields. I contacted him re: the problem and he agreed to come out and have a look, he didn't turn up and since then I have been unable to contact him, he won't answer the phone it goes straight to answer phone. I have even tried my mobile my son has also tried on his mobile. This has been going on since May. Unfortunately he is not a member of the Association of Master Upholsterers. I would appreciate any help you can give me. I would like to point out that the work was done back in 2002 at a cost of £2600. After some months 9/12 maybe (I'm not too sure) marks appeared in different places on the settees. I contacted Mr Parrott who eventually did come and have a look and finally agreed that they would have to be re-done. It was a long time before he re-covered them as I was getting the same problem then i.e. calls not being answered. I am wondering whether he used a cheaper leather when he recovered them and not the quality we paid for. Thank you for your time.