Can any body offer us help or advice. We are 3 co-owners aged between 65 -70 of a linked 3 bed villa at Rocha Brava.
We took delivery of a 3 seater, 2 seater, and single seat chair from Sofa Vit in Lagoa in January 2010.
The villa has been used about 16 weeks by the owners in 2010. The make up of the furniture is zipped arm and back cushions to the main frame.
On the last visit it was noticed that where the cushions were zipped to the back of the furniture that a frayed tear about 2" long was noticed on the single seater next to the zip.
On closer inspection of the other furniture it was noted that there was a begining of a fraying near the zips on these. It seems that when you sit on the furniture and lean against the back that the back cushion tends to go down as you sit down causing a streaching around the zip area.
We have informed Sofa Vip and emailed them pictures of the damage and have informed them that in our opinion the material is of substandard quality.
They have informed us that it is the problem of the manufacture. We then informed them that our contract was with them and not the manufacture.
They have now sent the pictures to the manufacturer and they have replied that the damage is due to misuse and that they cannot do anything further.
Neither the manufacturer or Sofa Vip have visited the villa to look at the problem.
We would not as owners abuse our own new furniture.
We have asked the management of RB to entervene but they have only spoken to Sofa Vip and got the same reply.
To get to this reply has taken about 10 weeks so far.
We will take this further through a solicitor but as a last resort.
Does anybody know of an independant body that could look at the problem and advise us further or offer any further help.

Hi, There is a consumer rights group in Portugal called Deco. Their website is deco.proteste.pt but unfortunately does not appear to have an english language version.

HAve you asked Sofa VIP for their complaints book. This is taken very seriously by Portuguese companies and they usually respond if you ask for it.

I may have got this wrong but the outline you have posted suggests you have only communicated by e-mail?

I suggest, (and if I am wrong and you have done this - apologies) but go to the shop and speak to the manager. If necessary escalate it to the regional manager and so on - but deal with the people who make decisions and not the shop assistants. Until such time as you have done that, I would resist the urge to use the legal route - as that will cost you the equivalent of new furniture and will take you into your late 70's before it is resolved.The hassle factor will be off the scale if you use lawyers.

We looked at furniture in Sofa VIP and were not convinced at its wearability. The next time go to Moveis Malhero - its not expensive and its excellent quality for a rental property.

Thank you to the few people that answered my problem.
Does every shop have to have a complaints book and if I ask for it have they got to give it to me by law.

shanagarry wrote:Does every shop have to have a complaints book

Yes, as well as every restaurant and it is a legal requirement:)