Hi,

I'd like to hear if you have had problems the same as me and if so have you been able to get DFS to do something about them?

I bought a 2 & 3 Seater Leather sofas last year and they arrived a few days before xmas 2016.

From day one there was a problem with the left hand side of the 3 seater sofa (lack of padding, seat dropping away in the corner and misalignment, where it does not match up to the other side)

on the 4th January I emailed telling them of the issues I had with the sofa.

They did reply and sent out a Service Manager on the 28th January.

He agreed that some repairs needed doing.

Thinking about it after his visit, I decided that I did not want a repair, I had paid £2500 and did not expect to have repairs done,

I visited the store where I bought it from and they said they would like me to give them a chance to put the issues right.

I reluctantly agreed on the understanding that if I wasn't happy with the repairs I wanted a replacement.

The repairs were carried out in April of this year but most of the issues were not sorted out.

Well long story short,

I have sent numerous photos, emails and made phone calls, received a visit from the Store Manager and since registered my complaint with the Furniture Ombudsman and gone through the same rigmarole again only to be told all these months later that DFS still refuse to accept there are problems with the sofa and I now have to pay out for an independent survey, as they need evidence to take it any further.

I cannot believe it, if you read the consumer law

I've followed all the correct channels but it's got me nowhere.

I even contacted the finance company but have heard no more from them.

I wish I'd never walked into the store and bought the sofas.

where do I go from here without spending out more money ?

Because you registered the initial complaint in the 1st 6 months its up to them to prove their is no problems.

Just because it dragged out because of time to get someone to look at it and time for a repair to be done is not your problem, its theirs.

You dont have to pay for a report.

Please say you paid on a credit card! If so start a section 75.

Realistically you should of demanded a refund from the get go and not allowed them to do a repair, but that's water under the bridge now.

Write a letter to them stating the timeline. Make sure you remind them that the initial complaint was made only a couple of weeks after delivery so your within the 6 months .

Your formally rejecting the goods.

You want a full refund.

A few years ago I had a problem with DFS and despite allowing them to make repairs the problem, stitching coming undone on all the seat pads, the problem was not resolved.

They eventually stopped responding to my communications and because I could not afford to take them to court at that time I published photographs of the shoddy work on the internet and sent DFS a link. I was careful what I said in the caption for the photographs and said "look at the superb quality of DFS furniture"

Lo and behold DFS sent someone round the next day, took the cushion covers away and returned them two days later double overlocked stitched and threw in some scatter cushions too. The problem did not return.

Try putting some photo's on facebook or twitter and send them the link. You have nothing to lose.

Because you registered the initial complaint in the 1st 6 months its up to them to prove their is no problems.

Just because it dragged out because of time to get someone to look at it and time for a repair to be done is not your problem, its theirs.

You dont have to pay for a report.

 

Please say you paid on a credit card! If so start a section 75.

Realistically you should of demanded a refund from the get go and not allowed them to do a repair, but that's water under the bridge now.

Write a letter to them stating the timeline. Make sure you remind them that the initial complaint was made only a couple of weeks after delivery so your within the 6 months .

Your formally rejecting the goods.

You want a full refund.

Hi thanks for taking the time to answer my post.

I understand what you are saying but they have said that in their opinion there is no fault with the sofa. I did send and official letter as the trading standards advised saying that I reject the goods but they just sent me a letter saying that again there was no fault with the sofa. Through the furniture Ombudsman they have even refused to consider a small discount let alone my money back.

I didn't pay on a credit card, I bought them through DFSs interest free credit which is with a company called Creation.

So I feel unless I get a report in my favour or go and stage a sit in at one of their shops they aren't going to take any notice of me.

Hi, thank you for your message.

It's interesting to hear about the problems you've had with DFS. My partner has already said to me that I need to consider doing something like you did via facebook etc. as a way of getting them to do something but I have to say I'm a littler nervous of going about in the wrong way. I thought If I followed the trading standards guidelines and as Sgtbush above quoted - I had the right to reject the sofas but it's not as easy as that. Thank you again for your help, it's given me food for thought.

Hi. I've posted pictures on Facebook, but don't know how to send DFS a link. Can you help please? Thanks very much.

A few years ago I had a problem with DFS and despite allowing them to make repairs the problem, stitching coming undone on all the seat pads, the problem was not resolved.

 

They eventually stopped responding to my communications and because I could not afford to take them to court at that time I published photographs of the shoddy work on the internet and sent DFS a link. I was careful what I said in the caption for the photographs and said "look at the superb quality of DFS furniture"

 

Lo and behold DFS sent someone round the next day, took the cushion covers away and returned them two days later double overlocked stitched and threw in some scatter cushions too. The problem did not return.

 

Try putting some photo's on facebook or twitter and send them the link. You have nothing to lose.

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