Jump to content

DFS - Damaged sofa delivery today


style="text-align: center;">  

Thread Locked

because no one has posted on it for the last 529 days.

If you need to add something to this thread then


Please click the "Report " link


at the bottom of one of the posts.


If you want to post a new story then


Start your own new thread

That way you will attract more attention to your story and get more visitors and more help 



Recommended Posts

Hi! Sorry another sofa enquiry!


I received delivery of a two seater sofa, electric recliner and footstool from DFS (Scotland) TODAY.


The foot was bent on the recliner (which the delivery drivers noticed when they were drilling them on) and there is some small damage / scuffs to the chair’s leather on the arm and base on the same side. (I’ll try abs upload pictures if I can figure out how to make them small enough!). The damage is small and not majorly noticeable but it has cause minor peeling already of the colour on one bit.


I’ve called and within an hour and logged the issues and emailed them with photographs and am waiting to hear back.


Initially I just saw the damage on the arm and was considering accepting them replacing the arm (I’m assuming that is what they would offer from research) As we’ve waited nearly 6 months for these squeezing 5 of us onto our other 3 seater. But I’ve since read about colour matching issues and the customer service agent actually said to me that matching black can have issues due to blue undertones etc.


However my husband then noticed a scuff on the side so I’m thinking of just asking for a replacement. Nobody has even sat on it yet. It cost a fortune for this one chair and I’ve waited 5 plus months - I want them damage free. Am I within my rights to do this? I just think the chair has been dropped or something? As the other two items are fine.


I think we paid minimum deposit on cc and got finance for rest (0%).


Anyway just wondering if anyone can provide some advice! 

Many thanks in advance!

Link to post
Share on other sites

You are entitled to reject it for the defect and insist on a refund or replacement. Put it in writing to them. Assert your right to reject under the consumer rights act on the basis that there is a defect within the first 30 days since taking delivery.

How much did it cost? 



Incidentally, even if you eventually decide that you don't want to reject it and that you would prefer to accept a repair or a refund, assert your right to reject anyway. This way you reserve your position and you keep your choices open.


Link to post
Share on other sites

  • BankFodder changed the title to DFS - Damaged sofa delivery today

Thank you SO much for getting back to me.


I THINK the chair was approx £1,200? It’s an electric recliner and cost more because we got it in black leather (because it’s practical- I’m boring like that 🤣). I’d need to dig the receipts out for exact amount as the emails only show the total for everything.


Okay. I will give tomorrow to see what they say or if they call (apparently the store manager is going to call me) and then put my request in writing as that will have been 48 hours. That seems reasonable?


I’m inclined to reject and ask for a replacement as I really like the style and it matches the 10 year old - still going strong and looking great - sofa we already have.


If I reject it what do I do about the old one? I don’t want it hanging around as my kids will inevitably jump on it or something and cause marks and I’m worried they will say it’s not in the condition it was delivered or something. Can I request an immediate uplift?  

Thanks again

Link to post
Share on other sites

They are obliged to arrange to collect it. I suggest that you photograph it now. He certainly under a duty to make sure that it's not damaged by anybody. The whole thing should be sorted out in seven days – meaning that they should remove it and replace it in seven days.

I can imagine that they will try to offer a repair – I think you should refuse. If you give them even one chance then you may effectively be revoking your assertion of rejection.

If they offer you a repair with a guaranteed deadline for doing it plus a sensible reimbursement of say, £200 – then that may be a satisfactory solution – but it's up to you.

Don't expect that this will be straightforward. I can't imagine that there will be happy about it and I can imagine that they will start making excuses as to why it can't be sorted out immediately.

They may say that they want to get it inspected et cetera. Tell them that they are welcome to inspect it but that it it is all within the seven days that they have to remove it and to reimburse you.

Tell them that you are fully aware that where a defect manifests itself within the first 30 days then the presumption is that the defect was always there at the time of delivery.

They won't like to hear any of this – but stand your ground.

You need to be very assertive with these sofa companies some afraid and if there is the slightest whiff of reluctance then you should put it in writing that you want the whole thing sorted out within seven days and after that follow it up with a letter of claim and make sure they realise that you're not kidding around. You will issue the claim.

After that put them on notice that you will be charging them a reasonable storage charge of, say, £30 per day from day eight and that that will be included in the claim.

Link to post
Share on other sites

I think you should put it in writing immediately. I don't understand why you want to wait 48 hours. You need to assert your right and assert yourself – and make sure that they understand that you mean business and that you are not to be mucked around with.

If you want tell them that you are being advised here. They know us.

Link to post
Share on other sites

Amazing advice, I’ll nip on PayPal and donate you a coffee to say thanks! It’s hugely appreciated - this is stressful!

I’ve drafted this! With your advice, I didn’t mess around 😂 I’ve yet to receive the call from the manager so I’m gonna name drop here when I speak to him!



As I mentioned in my email yesterday, we received our delivery of - two seater sofa, footstool and electric recliner. The recliner arrived damaged with a scuff that has started to peel the leather on the arm, a scuff on the side and a bent front leg. I was advised that I would receive a phone call to discuss this, however I did not.

I am now exercising my right to reject the recliner due to defects on delivery under the consumer goods act. I would like either a full refund or replacement. I do not want it repaired. We waited nearly 6 months for this seat to arrive with scuffs, a bent leg and damaged leather.

I would like the old seat uplifted within 7 days and the refund or replacement to be arranged within this timeframe, if you require inspections please note these must be arranged within the 7 days.

If a replacement is agreed upon within a reasonable time, I would also require, confirmed in writing, that our sofa care coverage will be extend to include the delay in replacing the recliner.

I am aware that if any defects manifest them self within the first 30 days, then the presumption is that the defect was always there at the time of delivery.

I would like a resolution in place within 7 days. If that is not the case then I will proceed with a letter of claim.  If the recliner is not uplifted within this time frame I will be including storage charges of £30 per day in my claim. 

I look forward to your response.

Many thanks 

Link to post
Share on other sites

You have omitted to refer to the consumer Rights act 2015

Link to post
Share on other sites

Yes. Be more careful because it is errors like this which will undermine your credibility

Link to post
Share on other sites

Hi - email submitted.


After some sleep (4am wake up yesterday - loooong day) I redrafted email to be a bit more readable whilst clearly stating the points above but being less aggressive/rude 😳 


Being very tired I briefly considered just getting the repair and compensation (if they offered) but after some sleep and in the light of day I saw some further damage to the piping (minor, but there) on the same bit of arm so promptly hit send on my email! My sister also told me of her friend who had a whole host of problems trying to get damage on delivery fixed so I’m definitely not going down that road. I’m going for a replacement. 

Will update as soon as I hear anything.



  • Thanks 1
Link to post
Share on other sites


  • Recently Browsing   0 Caggers

    • No registered users viewing this page.

  • Have we helped you ...?

  • Create New...