DFS - Consumer Rights

LMGC

Hello

I have a query with regards to DFS. My girlfriend visited DFS on Wednesday 22nd December (3 days ago) and ordered a sofa which she was told will be delivered when we move into our new property at the beginning of February. At the time she provided all of the necessary details in order to take advantage of the 0% interest free credit option.

Yesterday, however, she received a voicemail from DFS stating that her credit application had been declined which came as quite a shock considering she has a near perfect credit history and a very high credit rating (according to Experian).

There was no mention, however, in the message of her options to cancel the order and having carried out a bit of research about DFS i'm guessing my girlfriend (and myself) may have fallen victim to another one of their fraudulent tricks.

What the salesman did say was that DFS had made an error in entering her details onto the system (incorrect title and incorrect spelling of her name) when carrying out the credit check and that may have been one of the reasons for her being declined. What i found slightly concerning was that, without her permission, they had then proceeded to make their own amendments to her details and resent them again (at this point i'm not sure how many times).

I understand that DFS state in their T&Cs that they may forward details to alternative companies if a customer is declined in the first instance, however, is it legal for them to make their own amendments to a customers details when they have made a mistake and then resend them in order for another credit check to be carried out.

As mentioned, i'm now aware of DFSs dodgy ways of trading, however, i'm more concerned about multiple credit checks being carried out as i know how damaging this can be.

Any advice would be appreciated.

bifold

Each DFS store use a panel of companys to supply the finance for a 0% deal.IF a customer is declined they move on to another company (as per their terms and conditions.)
As you will know the sales orders are hand written and I would guess that a mistake was made filling in the order or keying in the information on DFS own computer system.
I cant quite see how this is a fraudulent tricks or dodgy ways of trading,
But if your girlfriend revisits the store with her sales order,she can request a printed copy of whats held on the computer and spot the mistake.

bigbulldog

LMGC wrote: »

Hello



As mentioned, i'm now aware of DFSs dodgy ways of trading, however, i'm more concerned about multiple credit checks being carried out as i know how damaging this can be.

Trouble is you did not read the T&C and if you did you would of known they would use another finance house if you failed the first one.

Something tells me that if your partner got the finance I don't think you would of posted on here about you NOW aware of there dodgy dealings would you.

LMGC

Actually, i did read the terms and conditions and my gripe isn't with them using alternative companies in order to secure finance. My gripe is with the fact that they've realised at least one error when entering personal details and rather than contacting us to verify or ask us to visit the store they've simply changed some of the details to what they think are correct and then submitted them again.

As for their dodgy tactics, if you knew anything about DFS you would know that they regularly get customers tonsign legally binding contracts telling them they have 14 days in which to amend or cancel their orders and then when finance can't be secured or customers with to amend or cancel their orders for other reasons they say that the customer is not entitled to do this and make demands for full payment immediately.

bigbulldog, i presume you work for DFS or one of their partners judging by your response and i certainly do no appreciate the sarcasm. The fact that the finance has not been approved has nothing to do with this. Another case of someone who is bold and brave behind the comfort of their home computer in my opinion.

fthl

they regularly get customers tonsign legally binding contracts telling them they have 14 days in which to amend or cancel their orders and then when finance can't be secured or customers with to amend or cancel their orders for other reasons they say that the customer is not entitled to do this and make demands for full payment immediately.

They might try, although I've never heard it myself, but they can't enforce a contract.

Nothing seems that dodgy in this case, to be honest.

somethingcorporate

LMGC wrote: »

Actually, i did read the terms and conditions and my gripe isn't with them using alternative companies in order to secure finance. My gripe is with the fact that they've realised at least one error when entering personal details and rather than contacting us to verify or ask us to visit the store they've simply changed some of the details to what they think are correct and then submitted them again.

As for their dodgy tactics, if you knew anything about DFS you would know that they regularly get customers tonsign legally binding contracts telling them they have 14 days in which to amend or cancel their orders and then when finance can't be secured or customers with to amend or cancel their orders for other reasons they say that the customer is not entitled to do this and make demands for full payment immediately.

bigbulldog, i presume you work for DFS or one of their partners judging by your response and i certainly do no appreciate the sarcasm. The fact that the finance has not been approved has nothing to do with this. Another case of someone who is bold and brave behind the comfort of their home computer in my opinion.

Finance is merely the method of payment, and whilst it is particularly attractive in this case, if the application fails it shouldn't release the purchaser from the contract that they have agreed to purchase unless the contract has a clause that allows them to do so.

It must be frustrating in your case that they proceeded with the incorrect details but I don't think anything underhand has taken place from what you have said. I would go back in there and discuss it with them, see where the error arose and how it can be rectified.

Good luck.

kev.s

DFS?? why would you?

bris

They are only correcting their mistake, I can't see what the problem is here.

bifold

As this is a money saving forum,The 0% deal is pretty good.I used to work for DFS and can say that they make a lot of effort to get customers on this deal.
Not all customers have good credit records ,DFS will offer other credit deals,over shorter time periods and prehaps paying some interest.
(not related to the poster question but worth noting, DFS have been one of the best companys in the furniture sector when it comes to refunds on missold payment protection insurance)

bigbulldog

LMGC wrote: »

i presume you work for DFS or one of their partners judging by your response and i certainly do no appreciate the sarcasm

Funny enough I don't .:)

LMGC wrote: »

As for their dodgy tactics, if you knew anything about DFS you would know that they regularly get customers tonsign legally binding contracts telling them they have 14 days in which to amend or cancel their orders and then when finance can't be secured or customers with to amend or cancel their orders for other reasons they say that the customer is not entitled to do this and make demands for full payment immediately.

If you knew what they were like then why did you not advise your partner to go else where for a sofa.

So I stand by what I first said that if your partner had got the finance you would not have posted on here claiming that DFS are dodgy.

Cruiser18

I bought a two seaters and a 3 seaters reclining sofas from DFS 2 years ago.
I wasn't offered an interest free credit and for some reason the price for the two sofas came to £2500 although it was advertised at half price. Half price of what? It seemed the sofas I chose were the most expensive of their whole range. But they couldn't tell me which branch was selling it at £5000.
Unfortunately I fell ill with shingles and when the sofas were delivered I couldn't check them as I was unable to get out of bed. It well well over 2 months before I managed to unwrap the sofas and I was struck by the poor quality of the leather and workmanship. Within 3 months I had the sofas repaired 3 times as they sagged, the cushions were not at the same height and worse of all the metal holding the sofa together broke. Today the sofas are in a sorry state. I was told the sofas were made in Italy but I don't believe it's true. My previous sofas were bought from Fenwicks and lasted me well over 15 years. I will never ever buy from DFS. The quality of their sofas is very poor and the workmanship very shoddy.