DFS - Are they correct?

GB1983_2

we bought two sofas from DFS, both of which have wooden feet which have been stained black. Our carpets are cream and 100% wool.

When the furniture is moved across the floor the stain from the feet leaves marks on the carpet.

DFS have paid for a cleaner to attempt to spot clean the carpet after the first damage occurred. The cleaner actually bleached the carpet and destroyed the texture of the carpet during the first attempt.

At this point DFS had still not replaced the feet. When we came to replace the feet it became clear that the solvent the cleaner had used the first time reacted with the paint on the feet when the furniture was put back into position and there was further heavy soiling to the carpet. (We have photos of all of this.)

DFS then paid the cleaner to come and do a deep clean. He was informed of the bleaching by using the solvent and he was informed that it reacted with the feet. He chose to use the same solvent again, before then deep cleaning the carpet. As you would expect, the solvent is still in the carpet, meaning that the paint is now coming off the new feet, and the bleached mark is still in the carpet.

We asked DFS to compensate us for a new carpet and refund us for the sofas as they are faulty and we do not want them and have no confidence in DFS or their products as a result of this.

DFS have stated that they are happy to pursue a claim through their insurance company and replace the feet AGAIN, however if they give us a refund for the sofas then they will not peruse the claim on the carpet as we are no longer their customer.

Is this correct? Surely they are liable to the damage to my carpet caused by their faulty goods?

Thanks for any advice

Leo2020

DFS are incorrect.

The damage was caused by a problem with their product and therefore they have a responsibility to put the problem right or offer compensation.

I think they were trying to scare you off wanting a refund. There were probably hoping that they could make you want the feet replacing instead plus compensation as it is cheaper than giving you a full refund and compensation.

Mark_Hewitt

I wonder if it would be possible to make a claim from your household insurance, and let them chase DFS?

tbw

Mark_Hewitt wrote: »

I wonder if it would be possible to make a claim from your household insurance, and let them chase DFS?

The trouble with that is that the OP probably has an excess on their policy and will also most likely be penalised for having a recent claim when they renew. And, if they change insurance companies next year, they will have to declare details of their claim.

They shouldn't have to do that - personally I would chase DFS and go for a refund AND a replacement carpet.

pinkshoes

Could you not get DFS to supply you with some sort of black silicon cover for the feet (to stop them marking the carpet but will still look nice), and some compensation for the carpet??

GB1983_2

Thanks for the replies.

I'm reluctant to claim on our insurance as I don't see why we should be penalised because DFS have sold us goods that are not fit for purpose.

DFS have replaced the feet, and given us the option of some plastic push in feet. However these plastic feet were second hand (they had been used on instore funiture and were from an old range) and these feet required us to drill further holes in the base - again something we are reluctant to do in case something else goes wrong.

Any suggestions / documents / laws I can quote when speaking to the manager?

omen666

Paint the carpet black?

All joking aside DFS are talking !!!!!. Pursue them

GB1983_2

He He... I wish that was an option.

Just spoke to consumer direct and they have told me the following:

We have been sold defective goods under the sale of goods act

As a result of this we have suffered a consequential loss, therefore DFS are liable to compensate us for our loss (i.e. replace the two week old carpet that their defective goods have destroyed.)

They have also advised that we are within our rights to ask for a refund and that DFS are liable for both the refund and to compensate us as a result of the consequential loss.

They are sending out a template letter to us to send to DFS so hopefully they will now get the message and stop calling our bluff...

I'd recommend people give consumer direct a ring if having problems... I'll report back when I've had a response out of DFS