DFS - leather sofa problems

[London000]

Hi there,

 

I do have a few questions about a leather sofa bought from DFS back in September 2014.

First of all the sofa is made up of 3 parts (as being a corner one).

 

The back of it should have been non-leather as to what the sales man told before we would have to pay it....although we didn't know that. Anyhoo, we have agreed to have the sofa all leather (including the back of it) and the salesman said that it will cost more. We have agreed to pay for the sofa to be all leather .... The sofa instead of 1000.00 was £1200.00. All happy so far.

 

Now:

1. the 3 parts where they join, are made of cloth and not leather - which I thought it could be ok.... I am talking about the sides where you can not see it.....

 

- Question: Should we ask to have the sofa stitched up leather instead of cloth??

 

2. On one side of the sofa - the longer side (2 seats) the sofa started to have a bend (where the "buns" are seating to watch TV) and you can feel as you sit down as well as see it....

 

- Question: Shouldn't the 2 cushions bounce back after you stand up from it???

 

Any suggestions are welcome...as I would like to write back to them stating that after less than a year the sofa is DE- shaping so much what would be after 2 years or even 3??

I also thought a sofa will come with more than 1 year guarantee (shape and material)....

Do please let me know if I should contact the guys at DFS.

 

Many thanks again,

dd

[citizenB]

If you have paid for an ALL leather suite, then one assumes it should be ALL leather and not cloth ?

 

I would have thought the cushions would return to their natural shape unless very heavy weight had been used or it has been used as a trampoline by children.

 

If this were me, I would be very unhappy if any type of suite, cloth or leather, were to disintegrate within 12 months.

 

If you are intending to make contact through DFS customer services department, it is suggested you read the CAG guide first It is probably better to keep contact to writing unless you are able to record your calls. Perhaps send a formal complaint to their Head/Registered office - by tracked mail.

[London000]

If you have paid for an ALL leather suite, then one assumes it should be ALL leather and not cloth ?

 

Hi Citizenb,

Thank you again for clear it up for me....

That is what I thought although I didn't even see it as it was mounted together at the time......

 

I would have thought the cushions would return to their natural shape unless very heavy weight had been used or it has been used as a trampoline by children.

 

...So do I, although we are athletic built all of us ....so no...no kids or very heavy things were placed...just our bums ...and that to mention that just over 2-3 hours every 2 days...

 

If this were me, I would be very unhappy if any type of suite, cloth or leather, were to disintegrate within 12 months.

 

...tell me about it....can't wait to see their answer, although I am always in favour of nice and happy things...

 

If you are intending to make contact through DFS customer services department, it is suggested you read the CAG guide first It is probably better to keep contact to writing unless you are able to record your calls. Perhaps send a formal complaint to their Head/Registered office - by tracked mail

 

...I have learned my lessons thanks to all of you throughout the time - letter it is

Many thanks,

dd

[citizenB]

Please do let us know how you get on

[London000]

Please do let us know how you get on

 

Hi CitiB,

You bet I will....

[London000]

Hi there,

Time for a quick update....

Had a call from the Dfs guys and sent already someone over to double check the situation...

The guy came and had a look saying that if the salesman did not tell us about the cloth on side at the time of sale than it was wrong- ..... good so far

-also had a look at the seats - and bingo!!!! He aproved it....altough he wanted to fix them stright away....

I did say that ...no thanks...we are not happy with it as being under 6 months we would like either a refund or a quick replace with a better quality one....

He said that we should go back to them to talk to them and take it from there.....so letter time again.....

 

Will let you know as we go

[citizenB]

Well at least it looks as though you are getting somewhere -albeit it slower than you had hoped. I don't think you are being unreasonable in asking them to either refund or replace with a better quality item..

[citizenB]

I think I understand why they have all these sales now.. people are having to replace items a lot sooner !

 

I have had my 3 piece suite for 15 years and only now do I consider that the cloth covers require replacing. The rest, structure, cushions etc are as the day I purchased !!

 

I purchased from a small family business (thankfully still going strong) and from what I read, I would never purchase from the likes of DFS or ScS !

[ploddertom]

I've recently bought from SCS but the difference being have bought branded goods rather than their own as the quality shows. I remember going into DFS as well and upsetting the staff when I told them what I thought of their offerings.

[London000]

Hi there everyone,

At the moment i am waiting....

Years ago i had a sofa bought at one of those compnies that i did not hear anymore for years, but i can tell you....it was the most amazing....12 years down the line as you said Citi the cushions and the leather were still in fantastic condition...

Anyway, let's see what the reaction will be....

keeping posted,

dd

 

p.s. thank you once again

[London000]

Hi everyone,

As I am not getting anywhere with these lot I am now filling a claim court.

 

 

They have called me a few times although I have asked them to write each and every time,

they have also sent 2 guys apparently DFS specialists to see the sofa and they have agreed with the fact that the sofa's cushions are getting flat,

the leather is getting creased and the sides are not leather but cloth.

 

I have had another call from their customer service telling me that they will be sending the Store Manager these days to check it himself.

 

I have given them until yesterday and as one of their rep said that they will be calling me yesterday but he didn't...

.. he called today to apologise and will be sending the Store Manager to see it...

. I did say that although they will be sending the Store Manager I will be going to the Court.

 

Anyone could give me some info to as how shall I complete the MCOL's Claim form???

 

Many thanks,

dd

[citizenB]

In the first instance you need to send a Letter before Claim.

 

In this you will be giving them an amount of time, 7/10/14 days from the date of your letter (or receipt of if you send it via Special/Recorded Delivery). After that time, you will be issuing a claim via moneyclaim online without further reference to them.

 

This will give you a little time to get all your ducks in a row as regards your claim and will show the court that you did make every attempt to resolve this prior to issuing your claim.

 

Your letter must go their Head/Registered office - it should be headed "Letter before Claim"

 

There is a fact sheet written by Citizen Advice Bureau that provides some basic information for a Letter before Claim.

 

http://www.adviceguide.org.uk/wales/consumer_w/consumer_taking_action_e/consumer_legal_actions_e/consumer_going_to_court_e/consumer_taking_court_action_e/step_one_write_a_letter_before_action.htm

 

[citizenB]

Once you have sent your LBA, keep an eye on the time and we can then help you if you need to issue the claim.

[London000]

Once you have sent your LBA, keep an eye on the time and we can then help you if you need to issue the claim.

 

Hi CitizenB,

Many thanks for your reply. Yes, I did send them a LBA but I have only given them 5 working days and was sent via e-mail. As soon as I have sent it they called me second day.

I am a bit worried that they are delaying just to go out of the 6 months...or I might be wrong. Is it by any chance ok even if it goes beyond the 6 months??? Does it count as from the my first letter sent??

Thank you,

dd

[citizenB]

Well for sure they are delaying, but I am not sure about the 6months. will ask for you.

[queensclose]

did you pay by credit card or barclays credit loan

[citizenB]

Hi London,

 

I have been advised that it would be in your interest to send a written LBA, allowing a further 10 days (with the 5 you gave in the email, that would be 15 in total) . Apparently emails aren't the done thing. You can type your letter, but send it either by Recorded or Special Delivery and keep the receipt for your records.

 

andyorch has provided the link below for you - this explains the process.

 

http://www.consumeractiongroup.co.uk/forum/showthread.php?437299-Excellent-interactive-guide-to-the-small-claims-process-from-Warrington-Trading-Standards&p=4654892#post4654892

 

andyorch will pop in if you need further assistance with the particulars of claim, etc.

 

[London000]

Hi Citiz,

Nice one. Will be sending them another letter rec delivery allowing them another 10 days. When the process started I have sent them a recorded delivery letter ....which was back at the beginning of Feb (already 30 days).

Then I have sent via e-mail a LBA a week ago...and as soon as they have receive it they have called me straight away. In fact I have had another call this morning saying that they want to visit again the sofa( that is the Manager from Customer service). I told them to pop over asap as it will go to Court... Waiting for tomorrow and see what they say...

Thank you once again and as soon as this is over do please pm to where I should send you guys a small gift which was well overdue...

dd

[London000]

Hi there people,

The Manager came this morning and he did say that the sofa needs to be repaired. I did mention that as he did accept that the sofa was faulty to begin with as it needs repairing we will be getting back to him as to us it looks that we need to have a replacement or why not a refund. He did turn it down and he said that they first need to repair it as they will not refund or replace it as it is within their rights....

What shall I do?? Shall I let them repair it first??? or going to Court after the LBA letter??

 

.....oh...and to answer to one of the question above posted it was paid with Debit Card....

dd

[citizenB]

If it was damaged in the first place, then I think a replacement or refund is in order. Aside from which, you can still keep your court process going until it is done. You don't want to cease, then find that they play silly b&ggers again !

[London000]

If it was damaged in the first place, then I think a replacement or refund is in order. Aside from which, you can still keep your court process going until it is done. You don't want to cease, then find that they play silly b&ggers again !

 

Hi Citiz,

 

As far as it stands, yes it was damaged otherwise they would not offer to repair it..

. I have asked the Manager and as he has agreed together with the other 2 DFS specialists that the sofa needs and quote

"an easy thing to do for them" to fill up the cushions, that alone stands that the sofa was faulty when purchased.

 

Although the promise was by the manager that should it go wrong again (once repaired) then, he said that the DFS will be taking it back without any problem

and will refund the money (if we can believe that).... and as we thought we will not be trusting them we are a bit puzzled as to what should we do...

 

Shall we go ahead with repair or go straight to Court and get not only the money for the sofa paid but the extra expenses in this matter..

 

dd

 

P.S. We have managed to get out the answer from the Manager about the acceptance that the sofa was faulty - and that is already on our file attached

[citizenB]

I have asked others on the site team for their opinions.

[steampowered]

Before issuing a claim, you would need to write to DFS telling them that you reject the soft as it is faulty and require a full refund - and will make the sofa available for collection. You should give them 14 days before issuing the claim.

 

If you are happy to let them repair, then that is fine but make them put in writing that a full refund will be issued if the repair is not satisfactory.

[London000]

Before issuing a claim, you would need to write to DFS telling them that you reject the soft as it is faulty and require a full refund - and will make the sofa available for collection. You should give them 14 days before issuing the claim.

 

If you are happy to let them repair, then that is fine but make them put in writing that a full refund will be issued if the repair is not satisfactory.

 

 

Hi steampowered,

Many thanks for your reply.

I thought I shall give them a go and see what they will do....

will be letting you know where we stand asap.

dd

[London000]

If it was damaged in the first place, then I think a replacement or refund is in order. Aside from which, you can still keep your court process going until it is done. You don't want to cease, then find that they play silly b&ggers again !

 

Hi there everyone,

 

Time for a quick update...

 

Head office called me again despite all my efforts through the letters asking them to write rather than phone calls.

As they have broken their promise as they will be calling me back days ago and obviously they didn't, here is a quick call from them today saying that if I don't go for a repair than it is up to me what I should do. I know that the Court is going to give them a shake as I have recorded their calls, visits and so on....accepting that there was a faulty sofa. and that was coming from their top man (store Manager) when he last visited us. He was trying to tell us that if you go and buy things and they are faulty they will first try to repair it rather than exchange it....blah, blah, blah...

Anyway I am waiting for the extra 3 legally more days to go and than will be submitting the Court papers.

All the photos, videos, copies of letters, my hourly rate expenses and any others will be waiting for their reply.

Oh....and not to forget that I should be rating them on their website or why not taking photos of their sofa in front of their shop on Sundays.

dd