Ecomaster

Dreadful. If I could give zero stars I would. I contacted them offering to provide photos, make, model, fabric colour, etc.. However, they wanted £48 for a visit to assess whether they could undertake the repair. Their engineer arrived, took some photos and left. He was here literally 2 minutes. 2-3 weeks later no response. I chased and was told the report was ready and the invoice would follow the next day to get the work completed. I requested a copy of the report. It had a photo and advised I wanted a replacement cover. Wow, in depth stuff. It also advised the part required was discontinued. I contacted the manufacturer who advised this was nonsense. I have now ordered the part via a retailer and will use a local upholsterer to fit it. In my opinion Ecomaster are cowboys. I have requested a refund of the £48.

Ikea instructed ecomaster to inspect Ikea sofa bed that developed horrendous creaking very shortly after it was assembled in May 2018. The sofa bed was used occasionally in the nursery and got to the stage I had to sleep on the floor not to wake up the child due to the horrendous creaking. In September 2018 Ecomaster technician confirmed creaking was a manufacturing fault and mistakenly we agreed to replacement instead of requesting a full refund. This was the biggest mistake. The replaced sofa bed was then moved into a spare room thus was not used much and it took a while to realize it was creaking again. It was creaking so badly that was waking other people floor below. I reported the same fault to ikea again so Ecomaster was instructed again. It was impossible to choose specific time for the appointment with Ecomaster and it required to dedicate 7 hours for the appointment. On 26th November 2019, shortly before the appointment I received a message at 1.22pm stating Steve was on his way. As our child sleeps during this hour, I was trying not to creak the bed too much not to wake the child as I assumed what I demonstrated was sufficient since I specifically asked Steve what was his verdict whilst he was inspecting the sofa bed and just before he was leaving and he confirmed the sofa bed should not creak like that. Steve asked how often did we use the sofa bed and I responded “from time to time”. Steve pretended to be understating and stated “it was not helping” since the floor was creaking and the sofa bed was creaking too. He asked me to fill a questionnaire about his customer service so I chose the highest score for each question. I then received a flawed report that stated “no manufacturing fault found” and contained the following lies and discrepancies: 1) “Normal movement due to being a sofa bed. I tested the sofa bed frame and found normal noises associated with a sofa bed.” - It is a shame there is no option to upload audio recording of this “normal” noise that wakes up other people in the house for the readers to understand what we have been putting up with since May 2018. 2) “Inspected sofa bed am found that it is used as a bed all the time” – this is a lie as I said “from time to time”. 3) “I found plastic guards that cover the hinges not fitted properly” - The only purpose of the plastic guards is to stop trapping fingers or hurting fingers inside the hinges and it does not change the sofa bed function at all. It is a safety contraption and a safety guard. That is NOT going to prevent the sofa bed from creaking and totally irrelevant. 4) “In fact I found customer floor boards made more noise walking around the sofa bed than the noise coming from the sofa bed” – what a leech is this Steve! Pretended to be understanding about the sofa bed creaking to receive good scoring and then dared to compare the creaking with the floorboards. Obviously I complained to Ikea but they referred me to Ecomaster who pin ponged me back to Ikea as all queries had to come directly from IKEA since Ikea paid for the report. Ikea must have been aware of the rules but regardless how many times I complained Ikea, they bluntly ignored. Despite numerous emails to bring common sense to ikea that the creaking issue is the same as per first inspection report that confirmed it was a manufacturing fault and the bed was therefore replaced but the new bed has the same issue but the second report stated it was not a manufacturing fault, Ikea chose to stay oblivious as ‘they are not furniture experts”. However I managed to get a confirmation from Ikea that in case I instruct different independent furniture expert who will confirm creaking is a manufacturing, ikea would “compare the two reports and come to a fair verdict as to which report IKEA will stand behind”. But I was soon to find out it was trap as despite Homeserve furniture repairs LTD obviously confirmed such horrendous noise was a manufacturing fault which meant TWO REPORTS out of three were stating it was a manufacturing fault, Ikea bluntly responded they “will stand by the decision made in the second report”!! More shocking although Ikea stated previously they are not furniture experts and could not judge whether the second report was flawed they suddenly became experts in furniture and referred to a lie from the second report stating that the sofa bed is designed to be used as a sofa as well as a bed and it therefore has not been used for the intended purpose and is also out of the 12 month manufacture guarantee period. It is outrages as Statutory limitation Act provides a protection up to six years against faulty goods. Even if to imagine hypothetically that the lie about using sofa bed as bed was indeed true in the second report, that doesn't mean that the bed was not used as a sofa and there was nothing manual warning how many times sofa bed should be used as a sofa or as a bed thus this was a ridiculous excuse not to refund for the faulty bed. The most annoying fact is that we cannot use spare room due to the faulty bed and I continue to waste my time and will be wasting more time on the court processings. Common sense will prevail at court due to two reports out of three confirming the sofa bed is faulty. Such lawlessness scam is absolutely unacceptable. Ecomaster’s so-called technicians are incompetent liars and fraudsters and in no way could be trusted. Avoid at all cost.