Hi all, I’m looking for some advice on a situation that’s honestly pretty frustrating. We bought a steam cleaning device that is explicitly advertised as being safe for delicate fabrics (including viscose and synthetic blends). One of the main reasons we got it was to clean home textiles like sofas, curtains, etc. Yesterday we used it for the first time on our sofa (worth over 10k). The fabric is a velvet-like material (46% polyester / 46% acrylic / 8% viscose). We were really careful:
- read all instructions beforehand (no warnings about this kind of damage)
- did a test on a small, hidden area first (no visible issues)
- used it more gently than recommended (shorter exposure, more distance) During use, we noticed the fabric looked a bit “wet”/darker, which we assumed was normal. Only after everything dried, we realized the surface was permanently altered the fibers feel rough and kind of “frozen”/matted, and the appearance changed noticeably. In hindsight, yes maybe we could have double-checked with the sofa manufacturer. But honestly, we didn’t see a reason to. The device is clearly marketed for delicate fabrics, and this material falls exactly into that category. We’ve even used it on other delicate textiles like wool without any issues. We contacted customer service. Their response so far:
- they suggest contacting the sofa manufacturer instead
- they asked why we continued after noticing a change
- they offered to send some accessory attachments as a goodwill gesture
- now they want a formal Stellungnahme and receipts etc. to check The sofa manufacturer basically said they can’t help. From my perspective, this doesn’t make sense there were no warnings, the product is advertised as safe for exactly these kinds of materials, and we followed instructions (if anything, we were more cautious than required). So now I’m stuck with a damaged high-end sofa and a company that won’t take responsibility. My questions:
- Do I have a realistic legal claim here (product liability / misleading advertising)?
- Does the fact that we continued after noticing a “wet look” weaken my position?
- What would be the next step — formal complaint, consumer protection, small claims? Any input would be really appreciated. submitted by /u/Amarell1TheDon
Originally posted by u/Amarell1TheDon on r/Switzerland
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