DFS sofa - 4 repairs in 2 yrs!! - not on?

[Goldenboy66]

Another DFS unhappy customer ......

... We are waiting for DFS to repair our Oskar 3seater for the 4th time in 2 yrs 3 months

 

We purchased our "Oskar" sofas from DFS just over 2 years ago, delivered in November 2014 .

 

 

...within 1 month of our sofa being used it started clicking on the right side when it was sat on....

.. DFS Repair man came out confirmed it had a problem

arranged to get it removed and fixed at their warehouse..

...Came back days later all was fixed ...

 

 

About 18+ months later we called DFS again about the centre cushion sagging.....

... Repair man came out and stuffed a blue piece of foam under the centre strap which looked rough but done the job..

 

 

..... A week later when my hubby sat on the right side of the sofa (same side it was repaired!

'the back leg Literally flew off.... Leaving a mark on our solid oak flooring.

...we then noticed the first repair DFS had done

 

 

"they repaired the first problem (clicking noise) by spraying loads of FEB-FOAM at the inside leg

to stop the clicking noise then they screwed a couple of 3inch screws into the plywood corners the leg was connected too..

 

 

...... We were not happy when we saw the first repair and took photos of how poorly it had been fixed/ repaired/ made..

..after seeing what they had done we were in shock,

 

 

we contacted DFS again

They came and looked and again arranged collection a week or 2 later..

.. We were left for more then a week with our 3 legged unusable Oskar sofa in the middle of our front room

waiting for them to come and collect it for the 2nd time..

 

 

..at this point I felt this sofa was jinxed from the first month and just wanted them to take it away

and replace it for another one that doesn't have any problems from the start

'But they would only repair it again ....

 

 

. it was repaired my husband asked to view the repair before they tacked the bottom back up

so we could see what they had done to fix the problem "

 

 

they had replaced the back and the front legs where standard plywood was used

and replaced the standard plywood with hard wood....

But they hadn't replaced the other 2 legs on the other good side of the sofa with hardwood

they left it as Nader with the original standard plywood corners..

 

 

... My husband said he wasn't happy that the good side wasn't also changed from plywood corners to hardwood.

..and asked to have them replaced also with the hardwood rather then the plywood they are made with....

 

 

...we bought that sofa with the belief it was built on hard strong cherry wood

and when we saw the plywood we didn't expect that with a £2300 sofa..

 

 

..they said its ready for delivery again and that all 4 standard built plywood-corners

are now replaced with hardwood and they had also re-plumped the centre sofa cushions again this time properly ....

...which was appreciated .......

 

 

. Our sofa was delivered back to us for the 3rd time..

..and this month (april2016) on the same right side arm on our 3seater Chesterfield Oskar sofa has gone..........

 

I have read on another review on here that

..their sofa arms went and that their 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.

 

This really is past a joke....

 

We do not want this repaired for the 4th time in just over 2years

I feel this s jinxed and us bringing us nothing but arguments in our home...

 

 

.we want either a replacement or our money back.

.... We spent £3500 on matching sofa, chair and pouffe it should not need repairing 4 times in two years surely!...

....please can someone advise us..

 

 

Please help me

[unclebulgaria67]

Before you take things further, you could send their CEO a letter explaining everything and look for their help, as you wish to avoid litigation. See how they reply.

 

If you have tried this without success, Think you may have to get an independent furniture expert report to inform you and take it from there. If you visit the Furniture Ombudsman site, there are details of the inspection reports available. I don't think you are going to get anywhere without such a report, whether you went down the ombudsman route ( if DFS are signed up to one ) or the litigation route with a court claim if necessary.

 

You mention that the material used in its manufacture are not as it was sold to you, but that repairs have been carried out. Do the materials now match those sold i.e matches sales description ? Is the suite now fit for purpose and contains no defects, after the repairs have been carried out ? If this ended up in court, without an independent expert report on the suites construction, could you make your case to a Judge ? I ask this last question, as people either don't want to pay for an independent expert report or think they can do without one. From the cases i have heard about, people have won in court, because they have a report that backs their case.

 

You might not be entitled to the full value of the suite. You might only be awarded a sum related to the suite part that has a fault and also takes into account any usage that you have had.

[Goldenboy66]

Before you take things further, you could send their CEO a letter explaining everything and look for their help, as you wish to avoid litigation. See how they reply.

 

If you have tried this without success, Think you may have to get an independent furniture expert report to inform you and take it from there. If you visit the Furniture Ombudsman site, there are details of the inspection reports available. I don't think you are going to get anywhere without such a report, whether you went down the ombudsman route ( if DFS are signed up to one ) or the litigation route with a court claim if necessary.

 

You mention that the material used in its manufacture are not as it was sold to you, but that repairs have been carried out. Do the materials now match those sold i.e matches sales description ? Is the suite now fit for purpose and contains no defects, after the repairs have been carried out ? If this ended up in court, without an independent expert report on the suites construction, could you make your case to a Judge ? I ask this last question, as people either don't want to pay for an independent expert report or think they can do without one. From the cases i have heard about, people have won in court, because they have a report that backs their case.

 

You might not be entitled to the full value of the suite. You might only be awarded a sum related to the suite part that has a fault and also takes into account any usage that you have had.

 

I have just sent the ceo a copy if this and asked him to contact my husband by phone, thank you for your advise we are not going to leave this until this gets sorted.... Dfs came yesterday stripped the arm side down and we took pictures of the arm cracked through the wood, we are again waiting for them to collect our sofa to repair it "this is the 4th problem since buying it in Nov 2014" I just feel so low and now hate to even think about more dealings with the company as all they do s say their short staffed due to staff with broken collar bone sickness or holidays and extremely booked up....... That doesn't help me get this resolved....I feel palmed off and passed from manager to manager and they just keep passing our problem to each other.... Poor customers after care with the Norwich Norfolk branch....

Edited April 14, 2016 by Goldenboy66

[citizenB]

Is there an update for this issue please ?

[HermanHessian]

http://www.consumeractiongroup.co.uk/forum/showthread.php?466479-Government-inaction-causing-sofa-deaths