Money problem: 'A dry cleaner destroyed my sofa and won't replace it. What are my rights?'

In our Money Blog we answer questions about your financial problems or consumer disputes every week. This week a reader asked what rights they had after her couch was destroyed by a dry cleaner.

Reader Maureen asked: “I had half of my sofa covers cleaned by Johnsons, the cleaners. They were destroyed because the Belgian linen was washed by hand and the care instructions were not followed.

“This happened in July. I contacted customer service, who ultimately agreed that half a sofa could not be reupholstered – and verbally said they would cover the entire suite.

“Last week I received an email from management stating that they are now canceling the offer and instead offering a small sum of money which will deem my sofa unfit for use as a reupholstery or new sofa is not covered. Where should I go? to stand?”

Us Cost of living specialist Megan Harwood-Baynes replied…

You have sent me further details of your complaint, including photographs and your correspondence with Johnsons (the documents are in writing).

I can see from your email correspondence with Johnsons that they will not pay what you say it will take to reupholster the entire sofa. They say their liability to you only extends to the actual covers submitted for cleaning.

The original sofa cost you £2,400 eight years ago, and you also have a quote for a full reupholstery of it, which comes to £2,560. You state (correctly) that it is not really possible to reupholster half a sofa.

As for the verbal offer you think was made, Helen Dewdney, a consumer expert at The Complaining Cow, says she always tells people to get everything in writing because there’s no proof when you call – so keep this in mind future into account.

As for your rights now, your issue falls under the Consumer Rights Act 2005, she says.

“If the services are not carried out with reasonable skill and care and your belongings are damaged or lost, you have the right to claim compensation,” says Helen.

This may include claiming the cost of replacing a damaged or lost item, although a discount may apply for wear and tear on the original item.

Johnsons has already offered you compensation (£800). They claim the age of the sofa means it “has no residual value”, but offered 25% of the original price, an additional £200 as a goodwill gesture, and a refund of the original cleaning fee.

However, you are not happy about this, because you say that it is not enough to repair or replace your “ruined sofa”.

I contacted Johnsons and they didn’t reply, but you told me that two days after I emailed them they had almost doubled the amount of compensation offered (to £1,500).

You went back to them with a counter offer of £1,700, they agreed, and you can now finally close the saga (and get your sofa repaired).

If they didn’t agree, you could have considered these next steps…

Membership of the Textile Services Association is open to laundries, dry cleaners, textile rental companies and their suppliers, says Helen.

If the company you use is a member, the TSA offers an arbitration service. You may be asked to prove your claim and, on a loser-pays basis, use the association’s testing service. It also offers an arbitration service as the matter still cannot be resolved.”

However, if the company is not a member of the TSA – and it appears Johnsons is not – then you have the option of taking the matter to the small claims court – or equivalent in Scotland and Northern Ireland.

“If a company doesn’t provide any information about what to do if you have a complaint, that’s a red flag,” says Helen.

“If a company doesn’t recognize that mistakes happen and outline what it will do if a problem arises, it cares little about customer service or reputation.”

This section is not intended as financial advice; the purpose is to provide an overview of what you need to think about. Submit your dilemma or consumer dispute via:

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