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DFS Woes..not recognising my SOGA right to reject...but offering "upgrade"? (LONG!)

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  • Intasun32
    Intasun32 Posts: 443 Forumite
    edited 10 March 2011 at 12:48PM
    gazjam wrote: »

    Big thumbs up!
    Yesterday DFS Glasgow London Road service manager (Kevin), came out and fitted new foam seat inserts, and took the fiber fill from my old seats and packed out my back and arm cushions till they were practically bursting. The suite now looks and feels fantastic - far better quality...a HUGE step up from what it was.
    Honestly he couldn't have done more to make sure I was satisfied. In fact he saved the day for DFS as far as I'm concerned, and I'll be passing my commendation for him to head office.
    I'm all for giving credit where credit is due.

    Great, good final result.

    @Gazjam,

    Your dispute with DFS is the classic experience when making a complaint. They must be taught this procedure on their training courses!

    I know exactly what you have been through having been one of the many who are in dispute with DFS:

    https://forums.moneysavingexpert.com/discussion/3100186

    Not wanting to rain on your parade but I do suggest that you wait to see how the new cushions wear over the next few months before writing to DFS to cover yourself, just in case!

    Having read quite a few posts on various forums while I was at 'war' with DFS it seemed that too often the replacements or the refilled cushions also flatten badly. DFS know what the problems are with the flattening fibres and are only too willing to refill the cushions but will refuse to act further, in many cases 'bully' customers wanting a refund or replacement.

    I hope that things work out for you.

    :beer:
  • bifold
    bifold Posts: 195 Forumite
    Thats great news,Sounds like a proper job done at last.The foam inserts should give you many years of trouble free use(I have done this type of replacement many times)
  • jackieglasgow
    jackieglasgow Posts: 9,436 Forumite
    gazjam between yourself and the other threads, I have decided again spending almost £3000 on a leather sofa from DFS London Road branch. My mother in law did buy one from them and was hapy but that was several years ago now, and I am not willing to risk that sort of money. Thanks for the warning :D
    mardatha wrote: »
    It's what is inside your head that matters in life - not what's outside your window :D
    Every worthwhile accomplishment, big or little, has its stages of drudgery and triumph; a beginning, a struggle and a victory. - Ghandi
  • We have the same problem with our new sofa, it has nowhere near enough filling to keep its shape. The cushions look wrinkled and just awful after sitting against them. We are told it is a high maintenance sofa and we are to 'maintain' it. This means we have to give it a good whack everyday to keep some shape in the back cushions. We are very unhappy as we would not have bought the sofa in the first place if we had been told of this high maintenance.

    The filling is not sufficient, we want this resolving but think when the service rep comes out again, he will dismiss us by saying the same thing to us again. The worst part of this is that our sofa looks nothing like the one we viewed in the showroom! We have had problems with it from the beginning and have allowed DFS to put right the issues, but not to a good standard unfortunately.

    We do wish we had not bought it now, we never looked at reviews before as we had purchased our last sofa from DFS with little bother and had it for over 10 years. This time we have spend a little more for a lot less in quality. I really don't think DFS care about their customers at all, they certainly don't care what condition you receive your furniture in or how badly it is made.

    Excuses is what we are all given, furniture to be fixed in your home, if it can indeed be fixed at all. Who would willingly put themselves through this misery? I feel DFS are like safe style uk or dodgy used car sales, they should come with a government health warning. I wish every person shopping at DFS read the reviews first, perhaps then this company would have to produce better quality furniture and respect their customers more than they do at present.

    What you can expect if you are in the unlucky many is:
    Damaged furniture
    Rushed and badly made furniture
    Insufficiently filled cushions
    And as many excuses as intakes of breath you can make.

    I feel for everyone going through this misery, all we wanted was a lovely sofa to compliment our living room and last us many years. What we have falls short of the quality we expected after viewing the showroom model and more excuses and fob offs to come. We almost want to sell it to recoup what we can to buy something better, unfortunately we can’t afford to do this.

    DFS you should feel ashamed, but I guess whilst there are enough green people to buy your furniture, you are making too much money to care.
  • gazjam
    gazjam Posts: 24 Forumite
    Have you had your sofa for a while?

    If theres ANY chance of you rejecting the sofa under Sale of Goods Act I'd go for it.
    Having came out the other end I can honestly say its a tough slog, but if you stick to your guns the law is on your side.

    I have copies of all my correspondance I sent to DFS, baiscally long letters of complaint which mention SOGA law etc etc.
    If I can help with my experience I'd be happy to.
    I'd be happy to PM or email you copies of the correspondance I sent?

    Lemme know, and good luck. :)

    #1 Tip, DONT just sit back if your unhappy: you have RIGHTS under law and sometimes with Companies like DFS you have to dig deep and stand your ground to get them.
  • We have sent letters of complaint to DFS and they never reply back by letter, they always telephone you. We have sent the letters recorded delivery and have recorded every conversation we have had with every person from DFS. I know recordings cannot be used in court but it is a good way of getting an accurate transcript of a conversation, this could be witnessed if needs be.

    We were spoken to rudely on the phone when reporting the problems with the sofa, their sales staff of course are not surprised when you ring with complaint. On autopilot they just book you in with the service rep, who is always going to come out to you on a work day.

    The manager has not come out to see the problems, he sends his service rep. After another complaint in writing to their head office they sent me straight back to the local store and want me to accept the same service rep to tell me the same thing again most likely.

    Even after complaining in writing to their head office they still will not acknowledge what a stinking inconvenience, never mind what a horrid disappointment it is living with their faulty and badly made furniture.

    Because we let them fix a couple of things, they just expect us to put up and shut up. Not going to happen! We paid for what we were told was a quality leather sofa, we want just that, nothing more, and certainly nothing less.

    You can't give up without a good fight, no matter how long it takes.
  • i have the same problem except they wont even refill my cushions, ive wrote to the finance company and dfs head office and 2 other people at dfs head office, im now awaiting dfs to ring me back after speaking to the manager at the store i bought it at. ive only had the sofa 5 months and was told the filling does go flat so no use putting more in it. Then got a lesson on how to plump, i already know, but how do u plump something that isnt their????? silly people ive now rejected the sofa and asked for either a replacement or a refund, lets see what happens x:mad:
  • Rodbouy
    Rodbouy Posts: 5 Forumite
    edited 17 May 2011 at 6:23PM
    Hi, funnily enough I had the same issues with DFS Glasgow and the same Derek Chalmers.

    here is link to my story

    http://
    for
    ums
    .moneysavingexpert.com/showthread.php?p=43641508#post43641508

    I have told Head Office that even tho the matter is done in terms of new suite, I am not dropping the matter of the Store Manager.

    How many people has he done over by this?
  • We had sofa's from DFS Raven collection, during July 2011. During the second week we noticed that the sofa was sagging. We contacted the store where we purchased it from as the sales person told us that if in an event the sofa was sagging we should contact the store and the the service manager would come out and if necessary would replace the sofa. The service manager came out and said that sagging in the raven collection was normal, i was very surprised at this as we had spent just over £3,000. If this was the case the sales person should have been upfront and stated that this occurs. the service manager stated that in order to minimise any future sagging we would need to to plump the cushions etc every day. I was not very happy with this and informed the service manager that I was very disappointed with this. When having spent £3403.00 at the very least I thought I would be receiving sofa's of a very high standard case which is not the case.

    Since July 2011 the sagging has continued the leather has became very loose and when you get up the seat does not bounce back into shape. They have become very uncomfortable to seat on and you can actually feel the wooden frame. The worse thing is we are hardly at home so the sofa's are not over used etc.

    I am very disappointed with the quality of the raven Collection. We have contacted the store and the service manager should be coming out in the next few days. I am so unhappy with the sofa's that i want DFS to take back the poor quality sofa's and give me a full refund. As previously mentioned we have only had the sofa's since end of July 2011 and they are very tired looking and upon looking at the four seater you would think we have had for a few years.

    I have come across many poor reviews on the internet about DFS and how theafter care and customer services not very good

    very disappointed DFS customer
  • Flyboy152
    Flyboy152 Posts: 17,118 Forumite
    pingu786 wrote: »
    We had sofa's from DFS Raven collection, during July 2011. During the second week we noticed that the sofa was sagging. We contacted the store where we purchased it from as the sales person told us that if in an event the sofa was sagging we should contact the store and the the service manager would come out and if necessary would replace the sofa. The service manager came out and said that sagging in the raven collection was normal, i was very surprised at this as we had spent just over £3,000. If this was the case the sales person should have been upfront and stated that this occurs. the service manager stated that in order to minimise any future sagging we would need to to plump the cushions etc every day. I was not very happy with this and informed the service manager that I was very disappointed with this. When having spent £3403.00 at the very least I thought I would be receiving sofa's of a very high standard case which is not the case.

    Since July 2011 the sagging has continued the leather has became very loose and when you get up the seat does not bounce back into shape. They have become very uncomfortable to seat on and you can actually feel the wooden frame. The worse thing is we are hardly at home so the sofa's are not over used etc.

    I am very disappointed with the quality of the raven Collection. We have contacted the store and the service manager should be coming out in the next few days. I am so unhappy with the sofa's that i want DFS to take back the poor quality sofa's and give me a full refund. As previously mentioned we have only had the sofa's since end of July 2011 and they are very tired looking and upon looking at the four seater you would think we have had for a few years.

    I have come across many poor reviews on the internet about DFS and how theafter care and customer services not very good

    very disappointed DFS customer

    I think it is best to wait until the service manager comes out and see what he says before starting the "fight." The "fight" is likely to be inevitable, but until you know the terms of battle, there will be little to advise on.
    The greater danger, for most of us, lies not in setting our aim too high and falling short; but in setting our aim too low and achieving our mark
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