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Another DFS nightmare story!!!!

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  • Becles
    Becles Posts: 13,184 Forumite
    Part of the Furniture 10,000 Posts Name Dropper Photogenic
    paiten wrote: »
    I am still undecided. I went back to look at both on Saturday afternoon and i still like them both. The prices are pretty much the same.

    Do you know what type of leather they are made from?

    I was looking at one in DFS but discovered it was made of bicast leather which is basically lots of scraps of leather squished up and reformed back into a piece of fabric. For the same price I got semi-aniline leather from sofa sofa which is a much superior leather, cut direct from the hide with minimal treatment.
    Here I go again on my own....
  • ManicMum
    ManicMum Posts: 845 Forumite
    Hi

    I just taken delivery of sofa from DFS but not overly impressed with them so far. Had nightmare with a negotiated discount and porkies regarding the type of leather. I wanted to cancel but was told I had no right to as had signed document.

    I have had no paperwork sent to me from either DFS, Hitachi Capital or the Stain Care people. Is this normal? When do you hear about the finance stuff? My husband says maybe they have forgotten about us. Here's hoping! I know the first year you pay nothing but I said i wanted to start paying straightaway.

    I wouldn't use them again. Hope you get sofa sorted, the user with the shocking quality sofa. Must be a nightmare for you.

    Cheers
  • mattmcd81
    mattmcd81 Posts: 22 Forumite
    So, yesterday as promised a second upholsterer was sent out to inspect the sofa, Tam i think his name was. Nice enough but very well versed in the art of fobbing off! Where mark, the first upholsterer to look at it agreed that the sofa had a serious enough flaw to warrant re-upholstering, Tam reckons that the manufacturer would pass it. He also went on to say that if he took it in he couldn't guarantee that the same flaws wouldn't arise after re-upholstering!!! I told him what mark had said to which he replied, well he may have been an upholsterer for 20 years but mark has only been working with us for a few weeks!!!

    I just got the distinct impression that i was being palmed off, i did keep assuring him that i would accept no less than for it to be uplifted, and that the manufacturer might pass the sofa but i will not accept that a brand new sofa needs to be repaired at all!!

    Later in the evening i got a call from head office in reply to my letter of complaint, the caller asked what tam had said and assured me that head office would be over seeing things until a solution is reached.

    I can feel my grasp on this situation slipping as they close ranks. I'm now awaiting a phone call from Keith, the branch manager to discuss the findings of Tams report and how we move forward, i won't hold my breath!!
  • jenny-wren
    jenny-wren Posts: 838 Forumite
    Part of the Furniture 500 Posts
    well he may have been an upholsterer for 20 years but mark has only been working with us for a few weeks
    It doesn't matter how long Mark has been working for them, whether it be 15 minutes or 15 years. He's still representing the company and if they have given him insufficient training in their practices and procedures that is their fault and not yours. What Mark told you, the company will therefore have to stand over. When I worked in retail I was always told not to promise anything you can't deliver.

    I really hope you get it sorted out to your satisfaction.
    Norn Iron Club Member 330 ;)
  • smashed
    smashed Posts: 1,043 Forumite
    Part of the Furniture 500 Posts Combo Breaker
    You are entitled to a full refund. You have rights under the SOGA, not the retailer.
    See the flow diagram on page 8 of the SOGA PDF to see it clearly. Further info taken from the PDF below (page 6 & 7)
    http://www.berr.gov.uk/files/file25486.pdf
    Remedies
    If a product that was faulty at the time of sale is returned to the retailer, the buyer is legally entitled to:
    a full refund, if this is within a reasonable time of the sale ("reasonable time" is not defined in law but is often quite short);
    Proving the fault
    Generally, the buyer needs to demonstrate the goods were faulty at the time of sale. This is so if he chooses to request an immediate refund or compensation (damages).
    There is one exception. This is when the buyer is a consumer and returns the goods in the first six months from the date of the sale, and requests a repair or replacement or, thereafter, a partial or full refund. In that
    case, the consumer does not have to prove the goods were faulty at the time of the sale. It is assumed that they were. If the retailer does not agree, it is for him to prove that the goods were satisfactory at the time
    of sale. For goods returned after six months the normal rules apply so that it would be for the consumer to demonstrate they were faulty when sold.

    On a seperate note, is SCS any better? I really like their Strand suite, but cannot find any alternative sofas anywhere else that are as comfy.
    Be nice
  • dizziblonde
    dizziblonde Posts: 4,276 Forumite
    1,000 Posts Combo Breaker
    Family friend got a DFS sofa - it lasted less than a year. To this date I've never actually bought a sofa - had the world's most comfortable leather one I inherited from a relative that was just too big so it's onto its 3rd owner (the leather's worn to a dignified level - not battered to bejesus so it has actually looked better with age) and this suite we've got now we inherited from oh's mum when she redecorated - and, although it's cream (and I'm the kiss of death to anything cream) it's covered with throws (black cat, cream sofa don't mix otherwise) and I think his mum would have had it scotchguarded to within an inch of its life knowing how accident-prone her son was.

    As for SCS - my mum got her suite from there I believe about 15 years ago - it's still going strong - she had it professionally reupholstered a few years back to fit in with new decor and her lifelong ambition to have a cream three piece whenever she got rid of all the kids - but structurally it's as good as ever.
    Little miracle born April 2012, 33 weeks gestation and a little toughie!
  • mattmcd81
    mattmcd81 Posts: 22 Forumite
    Had a phone call from keith, the store manager, to make an appointment to go down to see him later this week, i told him that i wanted this matter sorted asap and would be there within 10 minutes. He said that he wanted to see pictures of my sofa (i have many) so we could compare them with the show model.

    Well when i arrived the hackles were up, i went in all guns blazing, calmly i cited my rights under SOGA 1979 etc... we sat to-ing and fro-ing for over an hour and a half by which time i gathered that the argument was going nowhere! Keith was nice, theres that word again, he listened to me and didn't try and insult my intelligence, i had a look over the show example and discovered numerous examples of my 'issues', my argument was that his model had been sitting there a while and had seen a fair bit of traffic, he argued that it made no difference and as far as he is concerned his senior upholsterer has passed it and thats good enough for him!

    I told him i wanted it removed, he said he wouldn't, i said that i would take it to the papers (a good frend of mine is a media consultant) he said that no paper would print a letter/article slighting DFS because they would then lose their share of £100m in advertiing and my friend would lose his job!! i said that i was prepared to spend the £50-100 and go to small claims court, he said that DFS would obviously contend my complaint in court! and since they have passed the furniture as fit then i'd lose!!!

    I threw everything you good people have told me at him, but was parried at every shot. Then i noticed that the 2 seater is now on sale in store, basically i have settled at having the gaping stitches tightened and i have to then take the paperwork in to be re-processed at the sale price. It's only £50 off the original price, but it's something, i tried working him down but that was the best i was getting.

    I feel somehow that i've let myself and all you moneysaving warriors down. I eventually settled for less than i originaly intended, but on the bright side i got a bit of money back, and i won't have to sit on the floor anymore:j. Oh and i started a post that got over 1000views, as well as helping other people see that 'all that glitters is not gold'.

    Overall, i will never buy from DFS again and have learned a lesson, look before you leap. I urge everyone out there to please look closely at what you're buying, go into the shop with your sensible head on and never buy at first glance.

    Matthew
  • smashed
    smashed Posts: 1,043 Forumite
    Part of the Furniture 500 Posts Combo Breaker
    Sorry, but you have just been suckered.
    He refused, (as we knew he would) and you have taken the easy option. I would be straight on the phone to Trading Standards and tell them that DFS are refusing your legal right to a refund. (which they ARE), and say that you are being pressured into a resolution that you do not agree with.
    People backing down are the reason that DFS continue to do it to other people :(
    Be nice
  • jenny-wren
    jenny-wren Posts: 838 Forumite
    Part of the Furniture 500 Posts
    I'd much rather sit on the floor than buy a sofa from DFS!

    I'm sorry (disappointed) that you backed down. That's the only reason these cowboys are still in business - and the reason they keep getting away with it.

    Don't get me wrong, I've been through similar and I know how incredibly stressful it can be. By the time they have worn you down all you want is to be free of all the hassle and get back to living again. We fought for a full year over our double glazing but the sheer relief and peace of mind we got at the end was so worth the battle. I hear rumours the (well established) company has gone bust - couldn't have happened to nicer people!!

    It's not too late to contact Trading Standards - if you feel you have some fight left.

    Good luck.
    Norn Iron Club Member 330 ;)
  • Ladybird20
    Ladybird20 Posts: 465 Forumite
    ..sorry to hear you had problems but i recently , well within the last 12months has 2 new suites and i really like them....One for my own home and one for my rental...i am very happy with them
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