Damaged Fabric, Thinning Sponge on New Sofas
On March 19, 2023, we purchased two Berta triple-seat sofas from Enza. Since they were bought while we were engaged, we’ve only been using them for about 7–8 months. Before even completing a year of use, the seating areas started showing signs of fabric fraying, as if scratched by a cat. The fabric has pilled badly, and despite claims of easy cleaning, it stains easily—water stains included—and the sponge beneath has visibly thinned. This unevenness causes discomfort when sitting and even back pain when lying down. I contacted customer service, and when the technician came, I was told this was a known chronic issue with this model. They said nothing could be done about the fabric, and the sponge—being mattress-grade—was expected to thin over time. They only offered to add padding to the sponge and advised me to continue using it that way. When I refused, they told me I’d need to submit another service request and wait for the fabric to wear out further before they could replace the upholstery. I called again to say I couldn’t accept this, but they insisted there was nothing more they could do. I do not accept this situation. I trusted the Enza brand during our wedding preparations and paid nearly double the price compared to other brands for what I believed would be better quality. But seeing Enza avoid responsibility and stall customers like this is unacceptable. I request a proper response and resolution in the interest of customer satisfaction.
