Out of guarantee three piece suite...but -

angie54321

The follow up to this story:

After Christmas we visited the store as requested. They were prepared to offer us a 10% discount on any three piece suite that we bought. Meaning that we would still have to pay out close to the £2000 mark for a replacement. We were reluctant to do so.

After much discussion, they agreed that they could dye the chairs if they could get a match for the dye. It took a few weeks to source the dye, but they did, and they have now re-coloured the chairs back to their original colour. They now look like new, and now match the sofa colour. It took so many coats of dye that they had to order more in (and that was just for the first chair) - which tells you a lot about how much the colour had faded.

We're extremely pleased that we can now use and enjoy this sofa for a few more years. So, finally, a happy ending!

The company was DFS, by the way. And when we do need a new sofa, that is the first place we will go to. Good customer service works (other businesses please take note!)

George_Michael

The company was DFS, by the way. And when we do need a new sofa, that is the first place we will go to. Good customer service works

Good customer service?

2 or 3 failed attempts to carry out a repair.

During those three years we got them out 2 or 3 times because the back of the sofa was collapsing into itself. Each time they came out they announced it was now mended - properly. Each time it gradually collapsed again.

Not believing what you tell them.

We were told that it must be our imagination, that it was not possible.

Poor service from their head office customer service dept, forcing you to contact the CEO

Several emails winged their way between me and head office customer service - with no joy. They pointed out it was out of guarantee - I queried whether it was sold 'fit for purpose', considering the higher than normal price of the suite. I ended up contacting the CEO, and customer service arranged for a local manager to pop out to view the problem.

Hardly what I would refer to as "Good customer service"