Innovation Living Reviews 18

Sofabed fabric fell apart and constantly shedding mess. Outside of warranty so was hoping for help with dimensions for replacement fabric. Dismissive one sentence answers. It's my problem. Metal frame also degrading. We'll have to chuck it. Avoid these low quality clowns. Response to response: "due to our policy and the confidential nature of these materials, we’re unfortunately unable to share them." - you did not mention this in your reply to me you just said "we don't have them". And you're now saying they're confidential on your 12 year "out of production" product that falls apart? I bet your competitors are just dying to get those designs. Also: maybe create products that don't disintegrate after 6 years and then customers like me wouldn't need your help in the first place. No apology either. Product going to the tip. Response to further response: "may lead to solutions we are unable to guarantee in terms of quality." - I think that ship has already sailed. "We are very sorry to hear that your sofa bed has not lived up to your expectations." - that's not an apology - how about your own expectations of your own product? The bloody thing has fallen apart - both the fabric and the frame.

Poor quality sofa bed - the Velcro is weak and the length is poorly designed. It doesn’t hold the cushion up at all, constantly needs to be manually pushed up. The mattress is not comfortable either. Very rude and unhelpful customer service too - they just tell you to contact the dealer - they clearly take little pride in their brand which shows in the poor quality too.

Balder sovesofa is of inferior quality and poor design. Within 6 months of buying it, we had several issue like poor bolt with threading and defective thread on madras.
However issue kept continuing where the wooden sides of sofa was loose and kept moving. There was no visible screw to tighten. Later when it breaks, the construction looks very bad.

We've purchased a Balder sofa with a Polyester/Linen fabric through Sovesofaspesialisten in Oslo and despite the customer service at the shop was very helpluf, Innovation Living has refused to accept the claim of pilling fabric as defaults.

Working in the textile industry myself, I was disappointed that no action and no responsibility have been taken from their side.
For such an expensive product we, as customers, would expect full support!

So now we end up with a relatively new purchased sofabed that looks like a cheap, bad quality 20 years old sofa.

Faulty product and poor customer service, a highly unsatisfactory combination.

We purchased an Innovation Splitback Styletto Sofa & two chairs. At the time, Innovation Living offered a 10yr general warranty on these products. Unfortunately, the fabric, 561T (rusty red), wasn't colourfast at all and started fading very quickly. Thus, we contacted Innovation Living, as the original warranty did NOT exclude the fabric.

Clearly, fading after such a short period isn’t acceptable for upholstery in this price range and we simply had hoped for new, improved replacement covers. We would have been happy to take it from there and work someone locally to exchange the covers, or alternatively with a fair contribution to have new covers made.
Along with an e-mail, we provided photographic evidence demonstrating that the fabric was faulty, and Innovation did not deny the issue. However, in their reply Innovation Living's customer service made the following, somewhat surreal statement:
…’Unfortunately, the Splitback Sofa has never been designed with the purpose of upholstery. Therefore, you cannot find any replacement covers in our catalogue for exactly this sofa.’…

The sofa has never been designed for the purpose of upholstery? This was at best an insulting reply and in any case unhelpful.
We continued trying to find a solution with IL for several months, both directly with IL’s customer service and through the seller[who was great], to no avail, unfortunately.
Innovation Living wouldn’t engage with us to find an acceptable solution to make good.
What a shame, as we really loved the design.