I have read literally hundreds of online complaints since purchasing our faulty sofa from DFS, no one offs, very similar issues which are ongoing for many people. It begs the questions: Why aren’t DFS making sure there is more quality control? Why do their manufactures and stores allow furniture to be sent out unchecked? Why aren’t they making sure their furniture is of a better, more durable quality? A lot more fibre filling in cushions is an obvious need! With the money DFS are making, they could up the quality on their suites and make a better name for themselves. We also have problems with our Caluso DFS sofa. We received the sofa with a hole and badly finished/undone stitching. When initially phoning the Preston store to report this issue, I was spoken to very dismissively by Iman, ‘hope that is the correct spelling,’ who said “these things happen” in a very matter of fact way, like he couldn’t care less. The problem areas were re-sewn by the Preston store ‘service manager’ Andy. This was on Valentines day, meaning we missed a day out to stay in order to have our new sofa sewn up like it was second hand. Andy was very polite and I feel he is a better representative for DFS than any other employee I have spoken to so far. Unfortunately the stitching isn't as nice as it should be as the original stitching was machine sewn. We accepted this at the time as we just wanted to get on with enjoying the sofa, but we soon realised that the filling in the back cushions was insufficient, in one area there was no filling at all. I called in to the local Preston branch to speak to the manager Andy, yes another Andy, it gets confusing. Anyway I explained that we had received the sofa with holes and that we were very upset that the sofa had not been checked and arrived in a condition which was not fit for purpose. Andy did apologise and said that the sofa should have been checked and he arranged for a second, more senior service engineer to see the issue of insufficient filling. I did remark at the time... "Why didn't the senior service engineer come out to sew in the first place?" Andy 'manger' replied... "Some people are happy with the sewing Andy 'service manager' does!" The second service engineer 'another Andy' Andrew Baldwin dragged some fibres up in to the unfilled corner and explained that it is a high maintenance sofa with fibre filled cushions, which need vigorous plumping in order to keep the fibres fluffed, therefore keeping the shape of the cushions. Although I wasn't happy about that ‘such vigorous’ plumping everyday was needed and I had not been told of this necessary maintenance when purchasing the sofa, we gave Andrew and DFS the benefit of the doubt. After plumping the following few days, we could see that the cushions seemed to sag more at each end, like the sofa was misshapen. We sent a second letter of complaint and are now awaiting the regional manager to visit and look at the further issues. Which include: Insufficient fibre filling in back cushions, and armrests. The misshapen appearance of the top of the sofa which is unlike the photographs or models seen. A staple sticking out which has penetrated the leather. A worn part of leather where the seat reclines, albeit small, there is obviously a screw under the leather which is protruding and will eventually cause another hole. Belts which are attached to the springs underneath fraying. I think that is it at the moment? We have been on to consumer direct, who advise us to ask for a replacement if the issues cannot be remedied to our satisfaction, or to take it to the small claims court if we wish for our money back. We do not feel the quality of this sofa matches that of the two showroom models we tried before buying, nor does it match the quality of design in the pictures shown on the DFS website. We will endeavour to allow DFS to rectify all issues for us, but it is becoming such an inconvenience that we feel we should not have to put up with much more stress, inconvenience and disappointment. To other people in the same boat, please contact consumer direct for help and advice. Also look at the sale of goods act 1979. Always send letters of complaint to DFS head office via recorded delivery. Remain calm and allow DFS to rectify issues if they can, but ultimately if what you have is unfit for purpose then you should go down the route of getting a full refund or replacement.