Another DFS nightmare story!!!!

Milvs

To cut a long story short. we purchased a 3 piece natural leather suite back at the beginning of May this year, not on finance. Paid a 10% deposit. In july, the suite was delivered but all 3 pieces, were delivered in completely different shades of brown!! after arguing with the store in Poole, they finally sent a rep out who agreed the colour difference and that he would arrange a recover one of the chairs only!!!!! after he left my house, i contacted the store manager to state i wasnt happy on the rep decision and felt the whole suite needed recovering as the same thing may happen next time!!! The store manager agreed with me and then sent ANOTHER rep out a week later to double check the suite!! he also agreed that the whle wuite needed recovering!!!! i had to wait yet another 8 weeks for the leather to be imported from italy and that when they had taken receipt of the leather they would send someone out to recover my suite in my house!!!!! 8 weeks later i have a phone call to say the leather is in and can they come and colect my suite for recovering and return it 5 days later!!!! i was fuming!! what was my family and i gnna sit on for a week!! they never thought of this, i managed to get 2 x loan chairs (good job i'm not a family of four!!!) on arrival of these loan chairs, i was disgusted to find they were covered in dust, full or cat hair ( i dont have a cat) and obviousl who ever had them before lt their cat use them as scratching posts!!!!!! i was told by delivery drivers, just give them a wipe over with your leather pack wipes!!! why should i!!!!!!
anyway, 5 days later they retuend my suite, scuffed, damaged, lose stitching, basically in a worse state than wneh they took it away!!! they said they were gonna recover the whole suite but they only recovered one cushion and one of the chairs!!!! The drivers scuffed the bottoms of the sofas when they collected the suite by propping it up on its side whilst loading on the van!!!! the legs no dont fit either!!!!
Now, this is the second time i have been delivered a faulty suite!!! i have demanded a refund and they wont, all they will offer is for them to repair the sofas in my house!!!! why should i have to pay for someone elses carelessness!!! i havent paid over £2000 for a re conditioned suite!!!! i wouldnt mind if i made the scuffs etc, but i havent!!!!!! All i want is my money back and for them to take the suite away!!!
Any ideas on how i stand. i am contacting my local council next week and head office!!!!!!
THANKS IN ADVANCE! X

stolt

wow, so glad i stumbled across this thread via google. We want the biba two seater in our kids playroom and well after reading this thread i've told the missus we wont be buying from DFS, its just our kind of luck that we would get a dodgy one. Funny enough we saw the settee instore and i arranged a call back on the internet, they phoned me and i said i'm no longer interested after reading how a customer was treated i'm not interested, he was asking what sofa i was interested in and perhaps he can talk me through it etc but i said no way i dont want to deal with companies like that. shame because instore it looks lovely and would fit perfectly but i don't need all that hassle.

sorry you have been through all the trouble but i'm a great believer on posting problems on the internet its a powerful tool ( i should know i had some problems with a buidling firm and managed to safeuard someone elses money by posting on these forums) got to find another sofa now!!!

ic

Milvs wrote: »

To cut a long story short. we purchased a 3 piece natural leather suite ... not on finance. Paid a 10% deposit ... delivered in completely different shades of brown .... i have demanded a refund ... paid over £2000

Why did you pay the remaining 90% on delivery if you weren't happy with the suite?

I bought a two-piece corner suite from DFS this year paying a deposit and the remainder on delivery. I did this as I didn't need the loan, and wanted the power of being able to withhold the balance if I wasn't happy - I would have sent them away with the suite and if necessary argued the toss with my credit card company to get the deposit back.

As it turned out my suite was fine, delivered when they said it would be and I'm a very happy customer.

mattmcd81

It pains me to see that this company is still managing to pull the wool over peoples eyes! To the poster that paid £2000 for a re-conditioned suite, we went to consumer direct, trading standards AND even FIRA, all with very little outcome, until a chance meeting between myself, a DFS manager and representatives of trading standards. We stood going back and forth about our faulty sofa, he said it wasn't i said it clearly was, then one of the ladies from TS casually mentioned that we should be more worried about the durability of the stitching on the sofa, and when applying to FIRA for assistance state that as our primary concern!

Needless to say within ten minutes of that bombshell the manager agreed to uplift the sofa and give us our money back!! Contact FIRA and get a form fill it in, you don't have to send it, the threat of their involvement may be enough.

Good luck

Matthew

m000_2

Oh no - what a horrible ordeal!

We've just reserved our first home and fell in love with the Biba range at DFS. It's exactly what we were looking for and the finance deal is something we'll need.

It's such a shame these things happen and I really don't think I want to take the risk.

Top marks for getting the result you wanted and persevering.

tintysteph

oh dear... just read this thread and I have someone coming out to inspect my sofa next week, its been 12 weeks since it was delivered and already looks like it is a few years old... i pray i dont have these problems! Thanks for posting your nightmare though, it has helped me prepare for what lingo i need to use etc! so glad it was sorted in the end!