DFS Complaint Result...

Jules60

Hi there ... not just DFS ... I don't know if you can help me. My 79 year old mother ordered two cream leather sofas online on April 9th from the above company payment on debit card, with delivery promised within 10 weeks if not sooner. Sofas not delivered, no communication from the company so I telephoned and they said they would look into it. No call back phoned a week later sent email on 8th June, again on 20 July ... told there was a holdup then finally told that the order couldn't be found as hadn't been processed for some reason. (Said the sofas I had ordered weren't available - long delays) offered alternative after saying wanted to cancel order 8th August but said no to alternative as had discounted this initially and again stated to cancel order and refund my mothers account (email 8th and 9th August and 22nd august). Have tried telephoning again and today but no response - today held on for cost services for 5, 8 and 30 minutes until line went dead. Email again sent today asking them to phone me urgently and to sort out refund. No response.
Any suggestions/advice would be greatly appreciated as my mother is greatly worried.

Jules60

Sorry I was trying to post this as a new thread ... but didn't quite work !! My mother purchased from leather sofa world.

unholyangel

Jules60 wrote: »

Sorry I was trying to post this as a new thread ... but didn't quite work !! My mother purchased from leather sofa world.

Get your mum to contact her bank and enquire about a chargeback. There is a time limit on this of 120 days - when the time limit starts depends on the circumstances but she should still be able to do so.

If the bank reject the claim she can then appeal to the financial ombudsman at no cost to herself and/or send a letter before action to the retailer asking for the return of her money within 14 days or she will begin legal proceedings against them at which point she will also be claiming any reasonable losses incurred.

holly08

I'm going through problems with DFS store manager arranged to come out yesterday he never turned up I contacted my local store only to be told he's on annual leave. I called customer service who said they would call me back never happened. I have now emailed the CEO of DFS and less than 2 hours later head of customer service called me back and the store manager 10 mins later to make another appointment. Everyone should stay away from this company they think if the ignore you you will just go away

AdOPan

I worked for DFS and was targeted to up-sell thirteen different add on's to every Sofa order. Leather upgrade, foot stools, care kits, eazy glides, five year care plans and no way was I supposed to give four years interest free no deposit. I was measured on these options and had daily humiliating target assessments if I failed to get them.
It's an awful place driven by pure greed and !!!!!! the customer. If you want a new Sofa my advice is simple, go in to store, say you are just browsing, find one you like then order online at home. You will still get a phone call trying to up-sell but just ignore it.
The place is a nightmare to work at, and the same when you try and buy in store.

morganalefae

I wish I would have read this and other site forums on DFS before I begged my husband to buy me a single chair, storage ottoman and large 2 seater sofa from the kizzi range as I loved the look of it on a 4 year 0% interest offer.



I have only had my bits for going on a week while my sofa and chair showed no issues on delivery and have thus far wearing well, my storage ottoman on the other hand came with a broken leg I was under the impression both from in store info and what little is given on the site the legs on everything is soild wood. Well the leg on my ottoman that was broken part of it was still attached to the screw which funny enough the chunk still left on the screw was plastic so much for soild wood.



The delivery guys were nice and they put a temp leg on the ottoman so we could use it and told me they would mark there was a leg damaged on the ottoman and they put a temp on it and request a new leg sent out to me and they would call about it agreed signed and was happy.


Well my husband contacted them via email about it a day or so later as they never called but sent a text and call saying hope you enjoy your new furniture in that time. Well the email he got back was run of the mill we can't find your info please give us x y and z and we will get back to you.


Well he did and they replyed with and I quote "Hello and thank you for your e-mail. We are sorry to hear that you are experiencing issues with your furniture.
We have asked the staff at your local store to contact you and arrange for a Service Manager to visit and view your furniture.
Alternatively please contact your local DFS store directly on 0333 9999741 to arrange a service visit.
Kind regards".


So not even professional enough to use a customers name to start with or even state their own name at the end.


Needless to say we are unimpressed thus far. Grant it we got the furniture via the winter sale which with delivery was under £900 on a 4 year interest free credit and while I do like the style and colour, I hate the fact that it seems that reporting damaged goods and stating if they made a temp fix has either not be filed as they claimed would be or the company is just being a major knob and hoping that I will just put up with it as it was so cheap.


With that said yes it's cheap and cheerful it looks lovely and it's comfy and at their sale price decent for the cost but my husband entered a agreement that he would pay x amount (or should I say the credit lender would pay x and he would pay x back to the lender over 4 years interest free) in return we would recieve new undamaged goods that are decent/good quality. Well plastic legs when your under the impression they are soild wood is a bad way to start specially when you find this out when a leg is broken off.



I'm also not in the postion to wait weeks on end in worse case for someone to come and go yup that's broken here is a new leg or at worse something along the line of how do we know you did not break it to get a new leg which would be stupidity on a new level in my honest opinon because who the heck breaks a single leg on purpose?


my husband admitted he only agreed to buy it as he to was under the impression that the legs are all soild wood sadly it is not clear via their own floor people as well as their site.