dfs anti stain protection

hollowbreed

I purchased our sofa, chair and footstool from DFS in May 2007. I paid an extra £153 as cover to have a one off complete clean of the furniture, and my husband remembers the salesman saying that it was also to have the furniture sprayed and stain protection for 5 years - sounded like a good deal so we had it. We are just about to make the final payment on the furniture and I thought it would be a good time to have it cleaned as well, so I phoned the number for safeclean Freephone only to be told they don't operate a cleaning service and it was for specific stains only.

As this was not what we had been told I phoned the store where we purchased the furniture and quizzed the salesman there (he also happened to be the man who sold it to us in the first place). He denied saying that we had been told the £153 included a one off complete clean, and apologized if
I had misunderstood. I asked for Head Office number which he gave me as well as the address. I contacted them immediately and explained the situation to a lady I shall refer to as KT who said she was the manager of customer services.

I said that I wanted to complain and explained what had happened. She said that wasn't possible as the salesperson would not offer a one off clean as it is not a service they provide. I replied that that is what I was told, and that I would not have spent £153 on a 'spot cleaning service'. She enquired as to whether I had read the contract, to which I replied that as I had been supposedly given all the required information, I hadn't considered it a priority to check if I had been misinformed and therefore missold the furniture. I continued to persist in my complaint, despite the fact that she kept talking over me in a parrot like way. KT said there was nothing she could do so I requested her manager, she told me she was the manager and any further issue I would have to put in writing to the Area Manager for my location. I replied that if I followed this line I would probably be fobbed off with the same line as she had given me.

In fairness to KT, she offered to phone the area manager and speak to him and between them they have agreed to refund me half of the £153, but that I would no longer be able to claim on my stain cover. I replied that I hadn't been told that 'stain spot removal service' was what the £153 was for, and therefore would not be requiring it's use anyway.

Perhaps I should have held firm and reported the situation to the ombudsman. Anyone buying from DFS beware................

Zandoni

How can you trust a company like DFS, they always have a different offer that make all their sofas half price.

For a laugh go in there and ask if they have any full price sofa's.