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If you're about to invest thousands of pounds on Elano Gliding Furniture you might be interested in our experiences.

We purchased two sofas in September 2007. When they were delivered it was obvious that the gliding mechanisms did not operate properly. The mechanisms were stiff and uncomfortable to use. This was a real shame because we had tried a showroom model and it was beautiful.

All of this was duly reported to the supplier's engineer who came out to look. He agreed with us and ordered replacement mechanisms from Elano. These were subsequently changed but to no avail. The problem, you see, is that there is so much tension and friction  between the leather covered cushions that they can't possibly move easily.

Our supplier then changed its tune and said there was nothing wrong with the sofas.  After taking advice from trading standards, we commissioned an independent report. The independent report found that a different model of Elano sofa in another showroom was similarly stiff and therefore did not uphold our complaint.

This leaves us with furniture that doesn't operate anything like the one that we had tried before purchasing.  They are very uncomfortable to use and they represent a constant daily reminder of both our poor investment and the shabby treatment we received from our supplier.

To us, it seems that the reason we can't gain refund or replacement is that "we found another one that doesn't work properly either". Imagine buying a Mercedes car and on delivery finding that it makes a racket like Chinese firecrackers going off. You take it back and the salesman solemnly says - "I'm very sorry Madam, but we have another one for sale in the showroom that does exactly the same - it's a feature of all Mercedes cars"

Well, Mercedes probably wouldn't be very happy and would no doubt sort out the dealer in question.  Our only hope now is that Elano, to whom we have written twice, can come up with a suitable solution. We'll update the website if and when Elano give us any kind of answer.

If anyone wants to check the condition of our new Elano sofas and verify the facts for themselves, they are welcome to get in touch with us and we'll be more than happy to receive a visit on condition that they have a bona fide interest e.g. perhaps they are thinking of buying one of these products.

One final question remains - why the web site ? Well we're reasonable folk, in fact we're always keen to give good feedback both to individuals and to companies that provide good service.  We just wanted nice furniture.  We spent a lot of money and are very unhappy with the result and we really wouldn't like to see anyone else in the same situation. We're not saying "Don't buy Elano Furniture". It's up to you to decide whether what you are buying represents value for money. What we are saying is that our Elano Furniture is extremely disappointing to us and we would advise you to be very cautious.

Anna and Bernie Roberts
Dunfermline, Fife, UK

Update

16th February 2008. Still no response from Elano, have written again.
23rd February 2008. Still no response from Elano. Have written again.
 

27th February 2008 - Good news! A representative from Elano has been in touch to say that he would like to come and inspect the furniture. In the meantime we popped into another Elano dealership many miles from our home and tried another showroom model. It was perfect ! Beautiful - reclines with no effort in one smooth movement. This convinces us that the Elano representative will recognise our  problem when he sees it for himself and that Elano will look after us where our retailer didn't.

4th March 2008 - The man from Elano came and inspected the furniture. He says that the action is acceptable. Apparently, our sofa is a different model from the one in the local shop that glides beautifully. He's not hopeful but is going to get back to us when he's consulted with folk back at head office. It just leaves us thinking that there are two kinds of Elano gliding sofas - the ones that glide and the ones that don't.   If they called them recliners and made it clear that they are of different build quality it wouldn't be so bad. Clearly we're very disappointed and just reiterate our advice to you to be very careful about what you buy.

So in the meantime, the sofas remain under cover and unused. £2,500 of disappointment. I've worked in business myself for 25 years and just don't understand how both the supplier and Elano can afford to disappoint their customers so much.

5th March 2008 - We've had a few emails asking who the supplier was. Well its not a secret - Thomsons World of Furniture is the Elano dealer who sold us the sofas.

6th March 2008. The gentleman from Elano called to confirm that they believe the furniture is working to specification. He mentioned that he disagreed strongly with one element of our report about his visit and he also commented on the fact that a Blog like this is obviously going to be one-sided.  We have always tried to be fair and have removed the sentence that he objected to. Obviously you're only reading one side of the story but I re-iterate that with proof of identity and a proper interest, anyone is welcome to come and try out one of our two Gliding Sofas - that to us, fall well short of expectations. You will see why the original engineer agreed with us and went to the trouble of ordering 5 replacement mechanisms (he only replaced two because he realised very quickly that it wasn't making a difference - remember its not the mechanisms, its the friction between the seats that is making them stiff)