An independent furniture retailer in the UK is preparing to appeal a Guildford County Court ruling that found in favour of a customer over a disputed bespoke corner sofa.
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The case stemmed from a purchase made in August 2023. The customer raised several complaints, including claims of fabric mismatch, ill-fitting cushions and visible black backing fabric on the rear cushions. Independent engineers confirmed the sofa was not faulty and explained the black backing was part of the design. The company, Pavilion Interiors, offered multiple remedies, including reupholstering, replacement, exchange or a partial refund, but the customer insisted on a full refund.
The Judge ruled that while the product was not faulty, the retailer was liable under Section 9 of the Consumer Rights Act 2015 because the design feature had not been adequately explained and was not visible in the showroom setting. Pavilion Interiors' owner, Rupert Greatrix, said the judgment was "confusing", arguing it unfairly penalised retailers even when goods matched display models.
Greatrix warned the decision could set a precedent allowing customers to reject bespoke goods over disliked design elements. The company, which has traded for 30 years, said it will seek legal advice and pursue an appeal.
Source: www.bigfurnituregroup.com
