when black is navy - concerto black pattern sofa from DFS is navy

[mercerj]

New to this forum but interested for any advice as to how we can return a sofa to DFS for full refund due to the colour of the plain velvet 4 seater sofa being navy when it is supposed to be black.

 

 

We purchased a 4 seater (black), 2 * 3 seaters (black, grey & white combination pattern) and a footstool (black) in the concerto range having viewed them on the website (where black was black and not navy). We ordered in-store but failed to look at the swatch which was more navy than black.

 

 

On delivery, the footstool and the 4 seater were clearly more navy than black, accentuated by the solid black silk scatter cushions which come with it.

 

 

The sofa was delivered on 20th May and the faulty footstool re-delivered on 30th May. we raised the issue with the colour in store on 16th June. DFS sent technicians out on 20th with the swatch basically to say that the sofa has been delivered in the correct fabric (as per the swatch) albeit navy.

 

 

We went back in store on 20th June to speak to store manager who basically said that they had delivered what we had ordered. The website says 'colours may vary' and therefore despite the picture clearly being black, they are covered in delivering a navy sofa.

 

 

If we want to return the lot, they will charge us 20% fee i.e. £645. They have offered to reorder the 4 seater in pattern and recover the footstool in silk but want a further £100 off us to do this. This is after paying over £3,500 for the total package in the first place.

 

 

It doesn't sit well that a) they can actually sell a combination sofa, they describe as black, when it's navy and b) they want to charge us more money to rectify the problem. In addition, they are actually selling the set for £213 cheaper than when we ordered it and won't price match because we didn't notify them of this before we accepted delivery.

 

 

Where do we stand legally and is it really worth the hassle of taking DFS to small claims court to get a full refund or should we stomach the extra £100 and simply post on social media that black is not black when it comes to buying off DFS!

 

 

Many thanks in advance for any comments or advice

[renegadeimp]

Not too sure about this, since you had the opportunity to check the colour in store as well. There might be a way to get a refund or swap. Hopefully someone will be around soon to advise.

 

Also, with court, i doubt much will happen. As you clearly said the swatch was navy but you didnt check it. A court would see the same as well. perhaps write a letter to the CEO and ask POLITELY if he could do an exchange. That way you get what you want and he gets a satisfied customer and possible good publicity.

[rebel11]

Hi mercerj

 

Welcome to CAG

 

How did you pay for the sofa? As you bought the Sofa instore, SOGA applies.

 

http://www.which.co.uk/consumer-rights/regulation/sale-of-goods-act

 

If you could stick up some pics that would be great, to get a better idea of your complaint. If I paid £3,500 for black sofa's that is exactly what I would want, not 'navy' or any other variant.

 

Just because it's in their T & C's doesn't make it fair.

[mercerj]

Hi rebel11,

 

 

Thanks for the welcome. We took out 4 year finance option with a £239 cash deposit - does that make a difference? I've attached a picture but as was mentioned when I showed this in store, they referenced different lighting makes things look different - I suppose this is going to come down to interpretation; but I agree, just because they caveat in T's & C's, doesn't make it correct. By stating that colours may vary, you could order a red sofa online and they deliver a white one and DFS are covered by the 'colours may vary' clause - I don't think so.

 

 

Here's hoping.......

[rebel11]

Hi mercerj

 

Having looked at the picture, it's definitely not black.

 

Don't speak to them over the phone. Write a Formal Letter of Complaint, mark it as such. Explain whats happened (ordered sofa), how they have let you down (sofa delivered isn't black as demonstrated by the picture, navy/black) and what you want them to do (refund/exchange). Send pics. Tell them if they can communicate in writing that would be helpful.

 

Send it to:-

 

Mr Ian Filby

Chief Executive

DFS

[email protected]

[mercerj]

Hi rebel11, thanks for the quick response. I'll write as you suggest and see where we end up. Will post any updates on here.

 

 

Many thanks for your advice

[rebel11]

There are lots of other things that can be done, lets start with that, see what they say.

[queensclose]

DFS have a bad reputation for sorting complaints out. head offices approach is the store managers offer is final. write in your letter of complaint to head office and when they tell you sorry but thats all thats on offer.

open a case with the furniture ombudsman. you argument will be under the SOGA that you ordered black. if the salesman called it black then you got a case.

questions will be. did you see one on display and was it black. did you choice one out of the book. if yes did it look black.

doubt the finance company will find it in your favour

[DFS customer service]

Hi there mercerj,

 

Its Sarah from customer services, Head Office. Please could you give us a call on 01302 330365. Sorry to hear you are having problems with your furniture, if you give us a call, we can discuss this in further.

 

Kind regards,

Sarah - Customer Services, Head office.

01302 330365

[rebel11]

Hi mercerj

 

Please let us know how this is resolved.