Want to cancel DFS order - Help please!!!

flower24

Had a look in some furniture shops yesterday. Decided to order sofas over the phone last night. I didn't think it through properly really, and decided to phone them this morning to cancel after reading some horror stories, didn't think it'd be a problem, had been told by sales person that I'd be getting some paperwork through the post and I'd need to sign and send back. When I phoned this morning was told I can't cancel and that I would have been told this on the phone when I originally ordered. He didn't make it clear that I wasn't able to cancel, I was actually under the impression that until I'd signed an agreement it wouldn't be ordered iyswim?

The original sales person gabbled a lot of stuff to me, obviously reading as quickly as possible so I couldn't catch everything he said, so maybe that was when he mentioned that I wouldn't be able to cancel?

Said I really wanted to cancel and surely I could if I hadn't signed anything, and it'd only been just over 12 hours since I ordered? He said someone will ring me back later but that they don't usually cancel orders. Help, I'm so cross with myself :mad:

ankspon

you will be entitled to a cooling off period,and can cancel

flower24

I've been googling and can't find anything about ordering over the phone. There are lots of similar stories but all where the customers have actually ordered in the store and signed paperwork.


Was told on the phone once the finance/credit check has gone through, then that is that. Surely not if I've not signed anything??

jamesdrew

There is always a cooling off period in distance selling. How did you fund the purchase? If by credit card contact the card company, explain the situation and request a chargeback. If it was financed through DFS, then until you sign the agreement, there is NO agreement.

flower24

It was the finance option. Just phoned and asked to speak directly to a manager, was told there isn't one available at the moment. The guy has just said I will have been told at the time of ordering that there was no going back, but I wasn't, unless he said it when he was gabbling stuff at me, in which case it's somewhat sneaky.

I was honestly under the impression that it wasn't a done deal until I had signed paperwork.

Waiting for them to call me back.

scullster

Google "distance selling regs" or "DSR" - purchase by phone is purchase at distance so you are covered 100%.

Tell DFS to then get back in their box, remind them that they are supposedly reputable retailers so therefore they should be aware of their obligations under the DSR and that it spells out clearly a right to cancel.

Go get 'em!

(providing the goods aren't being made as bespoke items!)

flower24

Well...got called back by the guy who took my order last night. He told me that once the finance has gone through (which it had) that they automatically send an email to the factory so that they can start making the sofas. I said 'so in 14 hours since I ordered the sofas they've already started making them?' he said yes :rotfl:

I explained that I didn't want them because of financial reasons and he said 'well they've already started being made, but obviously as you haven't signed anything i'll have to cancel them, it's a real shame though' :rolleyes:

Then he just said he'd get them cancelled and put the phone down. Seemed a little too easy

scullster

I wouldn't leave it at that - you need to seek assurance that it has been cancelled -written proof or a cancellation reference

flower24

scullster wrote: »

I wouldn't leave it at that - you need to seek assurance that it has been cancelled -written proof or a cancellation reference

yeah was thinking that myself, will phone them back.

Optimist

Normally the DSR would apply to buying over the phone. However the OP has stated that he went into various stores prior to ordering so if he inspected the sofa in the store then went home and purchased over the phone then the DSR DO NOT apply.

That said, as the OP hasn't yet signed the Credit Agreement then the store were somewhat premature to have placed a order and it seems that the salesman was trying to protect his commission by saying "there was no going back" . Even if he had received the Credit Agreement and signed it as he would have signed it in a place other than the retailers premises then he should have a cooling off period in which to change his mind.

If the OP is worried about how easy it was just make a record of who they spoke to with time and date and keep it for a while until they are satisfied the order is actually cancelled or they can send a letter by recorded post to the store confirming the cancellation

derrick

Optimist wrote: »

Normally the DSR would apply to buying over the phone. However the OP has stated that he went into various stores prior to ordering so if he inspected the sofa in the store then went home and purchased over the phone then the DSR DO NOT apply.

I think DFS would have a hard job proving this as the OP said; - "had a look in some furniture shops yesterday", so how would DFS know the OP had actually set foot in their store?


That said contact them by email or letter informing them that you are cancelling under DSR, you have 7 WORKING days to do this, but do it in writing, or get confirmation in writing from them.

Have a read through this. see page 7, 2.13, but they would need to prove you were in their store.




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