Dfs nightmare

emmamacleod

1 year ago i perchased a 3 seater, 2 chairs and a footstool from DFS - big mistake! I paid in full before it arrived. The day it arrived the feet wouldnt fit on any of the pieces so my husband had to modify it to get them to stay on. Then a few weeks later a panel of leather on the sofa became loose, the stiching had completely burst and we were left with a big hole. DFS came and had a look, ordered the new panel and had it repaired. After this, a matter of weeks after again, the frame work inside every arm on every piece collapsed. Again they came out and managed to talk me into letting them fix it, they took it away and repaired it a weeks or so later. Since then I have allowed them twice to come out and recolour patches on the arms of all the pieces also. The last few weeks the leather has begun to peel on the arms again and I am left with big white patches on the arms. They are sending the service manager to look at it again on Tue next week and all I want is for them to take the flipping thing away and give me my money back but am I entitled?? I desperately need help before Tue. I dont want to be talked into another repair!!
Any advice gratefully received

tbw

Personally, I'd have thrown a complete hissy fit well before this and would have pestered them constantly by phone and in the shop (making sure plenty of other customers could hear!). I would think you have an excellent case as the problems have been ongoing. I've heard of other problems with this company though and you may have to go down the Small Claims route - I'm sure a few other people who know all the pros and cons of issues like this will be along in a moment to advise you.

All I would say is -DO NOT be on your own when they come on Tuesday ! It sounds like they have manipulated you into agreeing to repairs before and you need some backup to help you make a stand.

GarryJ68

emmamacleod wrote: »

1 year ago i perchased a 3 seater, 2 chairs and a footstool from DFS - big mistake! I paid in full before it arrived. The day it arrived the feet wouldnt fit on any of the pieces so my husband had to modify it to get them to stay on. Then a few weeks later a panel of leather on the sofa became loose, the stiching had completely burst and we were left with a big hole. DFS came and had a look, ordered the new panel and had it repaired. After this, a matter of weeks after again, the frame work inside every arm on every piece collapsed. Again they came out and managed to talk me into letting them fix it, they took it away and repaired it a weeks or so later. Since then I have allowed them twice to come out and recolour patches on the arms of all the pieces also. The last few weeks the leather has begun to peel on the arms again and I am left with big white patches on the arms. They are sending the service manager to look at it again on Tue next week and all I want is for them to take the flipping thing away and give me my money back but am I entitled?? I desperately need help before Tue. I dont want to be talked into another repair!!
Any advice gratefully received

If you're looking for a footstool this guy seems pretty good
http://www.footstools2u.co.uk/

SurfBowlSC

We're currently experiencing problems with DFS.
We bought a 3 seater, 2 seater and footstool in April, which was delivered in mid July. 3 months on we have an issue with the middle cushion on the 3 seater. The leather has stretched and looks like it's worn thin and could split at any point.
The sofa is barely used during the day as I'm at work, kids at school and the wife is busy with bits and pieces. There's no way on earth it should look like this after 3 months use.

They sent one of their upholsterers around on Monday and he said it was because they use all parts of the animal rather than just one area. As a result the leather will wear differently. He said that it should get any worse, but should it do so before Xmas to contact them again.

I wasn't happy with that, so called them today and they're sending out a 2nd upholsterer to give an opinion.
The notes on that we got when we ordered said that the leather will stretch but will also relax and retain it's shape - completely the opposite to what it's doing.
I suspect that the cushion is made with split leather, which should only be used for backs and sides.

We have it on their finance agreement, but GEC say that, if we want to return the item for refund we can do so, assuming that DFS will agree to it.
Citizens Advice say that we can use the Satisfactory Consumer Rights Act 1979, and say that we're not happy with the state, condition, appearance or durability of the sofa. They also said DFS will argue against that, but we're well within our rights.
We basically have to ask them if a customer walking into their shop and seeing our sofa would buy it. I would wager that they wouldn't - we certainly wouldn't.

If they persist in saying there is nothing wrong, we're going to go through the Furniture Ombudsman as they are completely independent. Obviously a DFS employee is likely to defend their own product!

Fire_Fox

Put your complaint into writing listing each problem, the dates when and how you complained, what action was taken and that you reject the goods as inherently faulty under the SOGA. Send letter recorded delivery.