advice please!!

bluesmartie_2

We have a problem with DFS we ordered a sofa today. When confirming our choice of sofa she pointed to the ones we had chosen which were exactly the same as the ones on display. Since we have been home we looked on the internet for the sizes to plan our room layout and realise she has put down the wrong sofa's!! How are we supposed to know the difference between all the types if we can't see the list because they now have these computer thingys which she said she was struggling with and she pointed to the sofas that we had chosen and said is that correct but writes down completely the wrong one on the contract!!! we are fuming but it states we can't cancel or amend the order. Have we got a case to go in tomorrow the next day and demand the order be changed there is no way it could have been processed because it was ordered on a sunday. any advice would be gratefully received.

cerikr

I ordered two sofas from Dfs in october.. think it was on a saturday.. when I got home after some measuring I realised there was no way i'd fit two 3 seaters in.. I went back to the store the next day and explained my problem and they were more than happy to ammend the order to a 3 and a 2 seater... even after the salesmans pitch about once he presses his button.. thats it,no matter what, no ammendments can be made.... I can not see why cant help you.. especially as it is their mistake!! Good luck.

jazabelle

bluesmartie wrote: »

We have a problem with DFS we ordered a sofa today. When confirming our choice of sofa she pointed to the ones we had chosen which were exactly the same as the ones on display.

Who is the she you keep referring to? Is it the sales assistant? Did she put down the wrong sofa on the order, or was it your mistake? If it was her mistake, I would insist she changed it.

I would go and explain to them, but not entirely sure what legal comeback you have.

dacouch

Did they have a sale on?

bluesmartie_2

Yes, "she" is referring to the sales assistant. She pointed to the sofa we requested whilst explaining the order prior to us signing the contract. Then we got home, checked the order out on their website and discovered that the order entered was incorrect. We feel extremely misled, but hopefully we can get a solution sorted tomorrow.

Yes, there was a sale on...

NattyVee

If the sofa she ordered is the one in the shop, and that is wrong, it's your fault and you will have to pay the cancellation costs etc. to get it amended.

If in fact you were after the ones in the shop and she put down something different, that's another matter.

It sounds more to me that it's a mixture of you not being thorough enough when explaining what you wanted, and lazy salemanship on her part. Which probably won't work out favourably for you.

You could insist she implied that the sofas she pointed at were the ones you described as wanting, but clarity and mix-ups like this are difficult to straighten out.

I'd push for a gesture of goodwill to be honest, they may amend the order for you.

bluesmartie_2

Thanks natty. We ordered 3 different items, all of which we were sat on in the store. As I signed the contract, the sales assistant went though the 3 items we ordered by pointing specifically at them to me and my partner. The items which have been ordered were not in the store, but are from the same product range. Surely nobody would order furniture which they have not seen?
I agree that we should have checked the contract more thoroughly, but the item names resembled the items which we purchased, so we assumed the contract to be accurate. Only someone with product knowledge i.e. the salesperson would know the difference between them (well, supposedly).

barvid

Just go and have a quiet, polite, discreet word with the manager and it will all get sorted.

NattyVee

bluesmartie wrote: »

Thanks natty. We ordered 3 different items, all of which we were sat on in the store. As I signed the contract, the sales assistant went though the 3 items we ordered by pointing specifically at them to me and my partner. The items which have been ordered were not in the store, but are from the same product range. Surely nobody would order furniture which they have not seen?
I agree that we should have checked the contract more thoroughly, but the item names resembled the items which we purchased, so we assumed the contract to be accurate. Only someone with product knowledge i.e. the salesperson would know the difference between them (well, supposedly).

In light of that, definitely sounds like she made a mistake and/or misled you.

I'd push for them waivering the administration costs and changing the order. I work for the Home Dept of a retailer and have come across this myself. Since the customer ordered over the phone, there was a mix-up, which to be fair, WAS her fault, but only because she wasn't specific enough with her request.

Basically she asked for a sofa in (let's say 'Manhattan Red') but it was out of stock. She said 'ok I'll take black then', but she actually meant 'Derby black', and 'Manhattan black' was ordered. The guy probably confirmed it with her but she most likely wasn't paying enough attention to realise there were two types of black. Even in her case, the order was amended and the charges waived, despite her already receiving the sofa. Customer Services should be trained to deal with this all the time.

Apples2

bluesmartie wrote: »

Yes, there was a sale on...

Damn! I missed it. When's the next Sale on?

dacouch

Apples2 wrote: »

Damn! I missed it. When's the next Sale on?

They sometimes advertise on tv if they have a sale coming up, they even do double discount very very occassionally.

Keep peeled and if your really lucky you might see one of their adverts