DFS sofa worn out after 18 months :(

[samtheman1k]

Hi all, I was looking for a bit of advice on an issue that has happened with our sofa recently. We bought a leather sofa from DFS in April 2006 for around £1000. After around 3 months, the leather on one of the seats started cracking and we phoned up the store and they came round and replaced that seat cover. However, now 18months later, the other seats are cracking in a similar manner.

 

I realise that this is outside of the 1 year warranty period, but do you think that it is worth getting them to try and fix it again? Has anyone else had a sofa from DFS fixed after the 1 year warranty has expired? I can't help feeling that a sofa that cost £1k should last a bit longer really.

[Guest louis wu]

I think the thing to do is to contact them and find out what they will do.

 

If they put up resistance then have a look at this thread, it's similar to yours and has a post by Bookie that you may find useful

 

http://www.consumeractiongroup.co.uk/forum/general-consumer-issues/127680-homebase-sofa.html

 

Remember, conduct everything in writing, recorded delivery.

 

Good luck

 

Louis

[tiger325td]

Hi,

 

I had a similar experience, I had paid out £1350 for leather sofas to DFS. After a 1 year, the leather was worn out on the 3 seater sofa, I complained and I did get a result. Better if you go into the store and speak to the Manager.

 

All the best.

[amberz]

Hello to all on here,

this is my first time posting so excuse me if I have made any errors please:)

 

My mum bought a suite from DFS, sept.06. As she is out of the country often, the suite has hardly been used, infact the sofa has never been sat on. She complained that it was all faded, and it really does look like a secong hand suite, they came out told her they would be doing nothing about it as these velour suites do this! Then insinuated my mum should admit it, she just didnt like it anymore!After many emails and a telephone conversation with them they are defiant they will not be doing a thing about it. The arm of the sofa is dark brown/cream the dark brown part being of raised pattern, but the back rest and seat are flat, no dark brown and looks as old as the suite she gave away to make room for this lol. As you can see by this pic. I had a velour suite for ten years, I gave that away nearly as vivid in colour even after many washes as when I bought it, is it just me or isnt velour supposed to be a tough wearing fabric? Otherwise who in their right minds would consider buying one in the first place. If they decide they want to say a defiant "NO you must keep it and yes continue to pay for it even if it is ugly now" Where does my mum go next? She also paid the extra money they fooled her into giving for extra stain guard on the suite. I really do not want to allow them to get away with this. If this is "just the way those suites go" why r they bloody selling them, they did not mention once when she viewed the suite anything they are saying now, would'nt that fall under the category " False advertising" I would be very thankful of advise as to where to take this. I inserted an image of the sofa part below, hope this is ok with anyone here... Amber

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[amberz]

Sorry, she bought it september 07.

[Princess-zelda]

My advice is to not give up, I have been fighting with DFS for 4 Years now, They are the most dishonest and corrupt company I have ever had dealings with in my lifetime. My settee cost £2195 and starting cracking and the colour started to rub off the suite, so I was left with a settee with patches of colour missing after 6 months. They blamed my dog......only I do not own a dog???? so they repaired the settee by respraying the colour back into the leather 13 months later the colour has worn off again, after an untold amout of letters and trading standards involvment DFS has now admitted the suite is faulty, but dogs being on the furniture has not helped.....??? so they offer me £1200 as they have taken off the time I have used the furniture. Fine I accepted that I then recieve the letter to sign this week the money is being sent to GE Capital to then give to me as the intrest free credit went through them they will then take £605 and DFS is taking £350 pounds for collection of the furniture??????? obviously I did not sign this. I had yet another day of phonecalls to head office the customer service manager cannot help as it was the Area Managers decision??? so the area Manager then rings me and has offered now £1000 no deductions so I accepted this, so I am now waiting for a new document to sign. Do not give up as stressful as it gets contact trading standards and then DFS seems to listen a bit more. Good luck

[Princess-zelda]

Oops forgot to add that DFS is goin g to re-sell this settee in there Leeds, Birstall store even though it is faulty so DFS can reclaim some money back from what they are issuing me.

[amberz]

I've been through all the proper channels with this for my mother, and every time I have the same answer, They will not be doing a thing in regards to my mothers suite, thats the way velour goes and thats that. If you were looking for a suite, you see thee one you like and call the salesman over I'd like more info on this please? Salesman: Thats one of our velour suites madam, although it is cream and brown now, in around 3mths it will start to fade" reassuringly adds "but only the seat and backrest madam, the arms will stay the same, if you call us out we will blame you for simply going off this suite therefore we wont do a thing ok? Even although you have payed extra to have a stain guard protector put onto suite:eek: . Tell me forum users, would you then buy the suite? No!! I personally would leave the store, I'm wondering if this would fall under false advertising? My mother is paying this suite directdebit its a shame she has been taken advantage of, anyone with advise ? I really dont want to allow this to go unheard. Wish I was a lawer, I'd love to sue the a---- off them lol.

[Princess-zelda]

Hi Amberz,

 

Could the stain Guard have caused this to happen im asking, as a friend had a similar issue with a different company who's customer service skills were upto a standard you would expect from a nationwide retailer. You should get an independant furniture specialist to compile a report as DFS's so called furniture specialist's compile reports from a set script where the customer is to blame and not there product. I would advise getting this done and then going to trading standards or citiziens advice and compiling as much information as possible to take them to a small claims court. Also as you mentioned payments were being made via direct debit on there intrest free credit option Im presuming the finance company has a legal obligation also to assist if the goods are not fit for there purpose. I hope this helps you. I also offered to sit outside the store on a saturday on my settee's so all the customers entering the store could see the standard of there furniture after being used, that seemed to get them into action also.

[amberz]

sorry its taken me so long to answer, I had not realised somone had answered me lol. I cannot get over the determined way DFS told me" we will definately NOT be doing a thing about this suite" My mother would rather grim and bare it than fight, something NOT passed onto me lol, I detest when this happens to anyone. I really think there could be a case of false advertising regarding this suite. Really if they told you "oh this suite is lovely, and it discolours in parts to enable it to look second hand within weeks" any normal person would ask the seller "dont you like your job" I will keep you posted with what I manage to do. Thankyou for answering me. And well done for sitting outside the store, if mum allowed me to have a chair even I would do the same.