Gurantee on sofa cushions DFS

KellyGT

derrick wrote: »

If they won't do it voluntarily, and I doubt they will as it will be an "exchange" and not a repair, you will have to get an independant report stating they are "not of merchantable quality", you will need to pay for this in the first instance then claim it back from DFS via the SCC, I would advise DFS of your intention to do this under SoGA, and see what they say.
An independant expert needs to be agreed between the parties to satisfy SCC rules.

CAB Advice Guide;-
"if you wish to use an expert witness, you must get the permission of the court first, and you must instruct the expert jointly with the other party in the case."

Many thanks for the info

derrick

KellyGT wrote: »

Many thanks for the info

I take it you clicked on the link this time:D

KellyGT

derrick wrote: »

I take it you clicked on the link this time:D

haha cheeky!!!

Im just wondering if its worth the hassle now though? lol i'm such a pushover!

derrick

KellyGT wrote: »

haha cheeky!!!

Im just wondering if its worth the hassle now though? lol i'm such a pushover!

Well it is only going to get worse, the furniture is less than 1 year old, you need to push them, tell them if they don't sort it you will get an independant report and if that proves a manufacturing defect you will use the SCC to seek full redress.. including the cost of the report.

Send them a recorded letter,(one to their HQ would not go amiss as well), giving them 14 days to remedy or you will start the SCC procedure.

angiemace

I am glad we are not the only ones suffering these stupid hollow fibre cusions. We've had our sofa for about 12 weeks and it just looks like a sack of !!!!!! all the time and I hate it. We too had someone from DFS come out and have a look at it and they showed us how to 'plump' the cushions i.e. beat the !!!! out of them, and said that this should be done every night. the thing is, it needs doing after every time it's been sat on. We have paid a fortune for this sofa and am so so disappointed with it and wish we had never bought it. It's not going to be paid for for another 3.5 years so it's not like we can do anything about it.

Has anyone found out what they charge to exchange the hollow fibre inserts for foam inserts?

jbrown104

We have two Reid sofas and two chairs that are around 8 years old. We had to get our (non-removeable) cushions re-padded two years ago. They are sat on for around 5 hours a day and still look as good as when they were re-padded. It's all down to the filling. Why don't you try and argue that the filling isn't durable enough for a sofa of 'merchantable quality', and suggest they get someone to re-pad it.

With all the will in the world, re-plumping the filling would be like fluffing your pillows before you go to bed - as soon as any pressure is applied to them, they'll sag again.

arsenal_fan_2

I have just purchased a 3 seater and 2 seater sofa and noticed the cushions were going out of shape very easily even after all the plumping up the material is becoming saggy. I have had these since April 27th and feel they are going to get a lot worse! so i again like many others called them and they sent a guy out who was so adamant that they were suitable for what we purchased them for. I asked about foam replacement cushions and was quoted the price of £250 for 4 cushions. I feel very cheated by DFS and i am going to pursue this issue but wondered what was the best way to do it. There is obviously something wrong with the fillings of these cushions for so many people being caught out.

annebyrne

I too am having problems with one of the hollow fibre cushions on my DFS corner sofa.
The corner cushion has sagged badly and now the cover is very stretched so even when plumped it looks terrible. I had the service manager out 5 weeks after I received my sofa for this problem, he replaced the cushion for a new hollow fibre one (total waste of time) and gave me lessons on 'how to plump'.
A year later I am still battling with them I have had 3 visits all resulting in the same plumping lesson.
I asked to see the paperwork on his last visit and he clutched it to his chest saying no you cant it is mine ! I told him to leave, what a damn idiot.
Since then the Store Manager has been out and informed me that the cushion looks like it does because of the filling and shape of the corner unit base, the edge is firm the centre isn't so it sags. The 3 other square cushions have no problems -yet.
He agreed it was misshapen sagging and looked terrible but it is not a design fault ! it is apparently meant to look like this.
So I informed him if I had been told the cushion would look like an elephant sat on it I would not have bought the suite.
He told me there was no point in replacing it as any hollow fibre cushion would look the same once sat on

DFS are included in the Furniture Ombudsman scheme
adrnow.org.uk

I am now in the process of starting my complaint through them.
However I am waiting for the paperwork from DFS to confirm I have been through their complaints procedure and as yet of course they have sent me nothing.

The sales Of Goods Act Quick facts

webarchive.nationalarchives.gov.uk/20081023212052/berr.gov.uk/whatwedo/consumers/fact-sheets/page38311.html

Now to me this furniture fails on so many points I just hope something can be done about it.

Also if you purchased it on credit make sure you write to the finance company telling them about your complaint about the furniture as they are also liable

consumerdirect.gov.uk/after_you_buy/making-complaint/complaining-in-writing

As a new member I cannot post direct links so please just copy/paste the link info
good Luck all of us

bifold

you can ask for a print out of all the information held on the DFS computer about you and your purchase inc call outs and repairs

humty_dumty

I have complained to-day about our cushions which are 11 weeks old and been told it would cost me £80 per cushion to replace them with foam ones by DFS.....so I am going to get a price from another source