DFS Query

[sebastiansmum]

Hi, I'm hoping you can help me.I brought 2 leather sofas from DFS almost two years ago and took out the additional 5 years cover for them.When they first delivered them I rejected them as the condition of the leather was terrible, full of scratches and marks. Eventually they came out and recovered both sofas. I then called them out last year as the colouring had started to come off the sofas, especially around the joins but also in other places and the stuffing in one sofa was terrible, the base had really gone soft. Again after much persuasion they came out and checked the sofa over, and then spent hours colouring in the areas that I had problems with and they have re-stuffed the sofa.However a year on, the sofas are again looking terrible. The colour has really started to go on the joins and in some areas the leather looks like its cracked and has like stretch marks in it. The cushion that they stuffed has also gone again.I plan on ringing them up this week to complain, but want to know my rights. This is getting very annoying and I don't want to have to keep ringing them up every year to come and fix it.Can I demand a new sofa? or at the very least some money back off this sofa as it wasn't a cheap one.Many thanks,

[rebel11]

Hi sebas

 

Welcome to CAG

 

The guys will be happy to advise as soon as they are available.

 

Have a read of the OFT's Guide on SOGA, no 10 in my signature.

 

Thread moved.

[sebastiansmum]

Thanks I've had a look at the link in your signature but wondered if you had any specific advise

[perplexity]

Section 5A of the Sale of Goods Act covers this, which is all in fairly intelligible, straightforward English.

 

There were so many threads about tatty beds and sofas recently that it's a chore to give the same advice, over and over again.

[DFS customer service]

We are sorry to learn you are unhappy with your furniture. We would love to see if we can help so please contact us on 01302 330365 and ask for the Customer Service Department.Kind regardsCustomer Service - DFS

[MARTIN3030]

DFS customer services,welcome to the site.

We look forward to our member reporting a good conclusion,and that your invitation to contact your customer services will be seen to have been beneficial.

Please observe the site rules,and note that we do not permit Customer Services reps to have multiple accounts under different non company user names for dealing with company related complaints.

 

Sebastiansmum-please keep your thread updated with any progress.

[sebastiansmum]

Yesterday I called my local DFS store where I purchase the sofas from. Explained the situation and the problems and they are sending someone out tomorrow afternoon to look at the sofas and offer some suggestions.I will of course advise what is said and if I need some further guidance. Of course if I am not happy with the comments I will ring the DFS number above and ask for some more help.I'll keep you posted. Thanks again for all of your help.

[perplexity]

....I'll keep you posted. Thanks again for all of your help.

 

That would be appreciated.

 

You are welcome to trawl the previous threads, for more advice if need be, but I was never too sure that it is that much better than a bit of home grown common sense, with all said and done.

[sebastiansmum]

The Service manager from my local store is here at the moment. Yet again he is repainting and repairing the sofas. He has said that is all he can do, although there will become a time when he can not repair any more. At the point in time I'm not sure what will happen.

Can't say I'm particular happy with this approach, but he tells me that I need to accept it

[perplexity]

At least they're trying to help.

 

The answer to this

Can I demand a new sofa?

is yes, you can ask but they don't have to give.

 

... if the buyer rescinds the contract, any reimbursement to the buyer may be reduced to take account of the use he has had of the goods

http://www.legislation.gov.uk/ukpga/1979/54/section/48C

[DFS customer service]

Good morning,Given that you remain unhappy please do call our Customer Service Department on 01302 573348 and we will happily speak to you regarding this.Kind RegardsCustomer Service - DFS