Hi

I have a reply. They say they have provided the correct room types and say about the hotel offering us a complimentary three night stay which was already offered before our complaint. They also point out we were offered a room upgrade. Yes after 10 nights!!!

They say that how the hotel advertise their rooms has nothing to do with them.

I have replied saying under regulation 15 my contract is with them and no the hotel and it is for them to check correct hotel information.

NO compensation offered by Virgin. :que

You are going to have to wait to see what they say. No use speculating.

Thanks I just wondered what they may say

Does anyone have any advice as to what may happen?

Thank you for reading I would approximate any advice.

We have written to Virgin who are investigating under 28 day rule.

We paid by credit card.

We specifically chose this holiday as the website described ALL rooms as interconnecting. We requested interconnecting rooms at the time of booking and were told "no problem all rooms are interconnecting", we also emailed the hotel ahead of our stay. Upon arrival we were given rooms 419 and 421 not only not connecting but one room apart.

This lead to a very stressful holiday. Our children are 8,7 3 and 16 months so far too young to be left unattended meaning we had to run between rooms split up for sleeping and generally be mega stressed at night time making sure the kids always had an adult with them.

We asked at reception everyday for rooms together but were told there was no availability. After a week we contacted Barbados rep and three days later we offered two extremely small interconnecting rooms. By now we only had 4 days left and many clients had complained about these small rooms and been moved to larger rooms we declined this tiny option.

We were told by another family they had been put in rooms 420 and 422 and had complained and been moved immediately this was the first Monday after our arrival so we could of have been moved then.

We spoke to the Barbados rep who fully agreed the incorrect website details were indeed a case of misselling on their part. The hotel advised us there are 20 interconnecting rooms not all connecting rooms and therefore the product was not as described. If we had not been misled by the website we would not of booked this resort. The hotel have since updated there website.

The day before our departure we had a meeting with the Virgin Barbados Management team who said nothing and the Hotel General Manager who offered us three nights free accomodation which we declined as this goes nowhere near compensating us for being apart for two weeks on a midsold stressful expensive holiday.

As we left the hotel The General Manager advised he would work fully with Virgin Holidays to heavily compensate us for a miserable two weeks, Virgin Holidays are yet to extend the same courtesy.

We also requested a sky cot at the time of booking for our youngest daughter. This was honoured on our outward journey, however we were refused this on our inbound journey leading to even more stress on our night-flight home.

Just wanted to update this post, once I received the reply from Matthew I did indeed contact him.

After contacting DFS Head Office the Branch General Manager came out and looked at the sofas, once again a repair was offered.

So I got back in touch with Head Office who offered for us to go into store and choose three new replacement sofas which we did.

They are part of the country living range which is apparently a lot better made, and boy it feels it!

DFS were great with me I must say and I have been more than happy with the service I have received since escalating my complaint and going via Head Office.

I would actually recommend them now!

Thank you Matthew and all the rest of the staff, everyone we dealt with were great and our sofas also arrived a couple of weeks early! Couldn't be happier.

Thank you. Look forward to speaking with you on Monday where I hope we can resolve the issue.

Even if there was a fault at point of sale you would still only be entitled to a repair or replacement.

The only time a refund was possible is if you had rejected the item due to a fault very shortly after purchase.

 

To be honest it does seem like they are trying to repair the items which is what is required of them.

Thank you again..

Are we entitled to refuse repairs and ask for a replacement?

Unfortunately you not entitled to a refund after 2 years. You are however entitled to a repair or replacement if they are unable to repair or the cost of repair is disproportionate.

 

So as it stands DFS has been out to inspect and they state they will be returning to carry out repairs, is this correct?

Hi, yes that is correct.

The have said they will take the arms off all the sofas and rebolt them on and repair the large sofa by replacing the frame and doing a middle foot. (Surely under our rights that means its a fault a time of purchase?)

Thanks for your reply.

Please let me know how you can help, as I have called your team and received no help at all so far.

Well, here I am another DFS customer with three broken sofas!

We purchased our "Oskar" sofas from dfs 2 years ago, Sunday the largest sofa broke in half and the arms on the two other sofas move in and out all the time.

The dfs "upholsterer" advised they are all faulty and the largest sofa should of been built with a foot in the middle as its too long to support itself.

They have offered to come out and strip all thre sofas apart to see what the problem is. He couldn't fix it then as the problems too big and has offered to come back after his holiday with a colleague!

We do not want theses repairs we want our money back. We spent nearly £6000 on these sofas they should not need repairing after two years surely!

Well, here I am another DFS customer with three broken sofas!

We purchased our "Oskar" sofas from dfs 2 years ago, Sunday the largest sofa broke in half and the arms on the two other sofas move in and out all the time.

The dfs "upholsterer" advised they are all faulty and the largest sofa should of been built with a foot in the middle as its too long to support itself.

They have offered to come out and strip all thre sofas apart to see what the problem is. He couldn't fix it then as the problems too big and has offered to come back after his holiday with a colleague!

We do not want theses repairs we want our money back. We spent nearly £6000 on these sofas they should not need repairing after two years surely!

Well, here I am another DFS customer with three broken sofas!

We purchased our "Oskar" sofas from dfs 2 years ago, Sunday the largest sofa broke in half and the arms on the two other sofas move in and out all the time.

The dfs "upholsterer" advised they are all faulty and the largest sofa should of been built with a foot in the middle as its too long to support itself.

They have offered to come out and strip all thre sofas apart to see what the problem is. He couldn't fix it then as the problems too big and has offered to come back after his holiday with a colleague!

We do not want theses repairs we want our money back. We spent nearly £6000 on these sofas they should not need repairing after two years surely!