DFS - What approach to take

asandwhen

We had the same problems with DFS 2 years ago - ended up having the manager out and opted for another suite from the showroom - the second suite has been great not a problem at all.

dazco

jstallan wrote:

thought I'd give an update as this may (or may not) help others...

The Manager from DFS (Basildon) came to review the faulty sofa following the report from the technition. Within 5 mins he asked us what we wanted, so we said 'Full refund please'. He said that was fine although there were other options available :-

1. they would remove the arms of the sofa and chairs and remake them.Then review the situation again.
2. Another suite from the showroom

We thought about it and stayed with the full refund. Have to say we were shocked they agreed to this, but happy. Manager was very polite and agreed to let us keep the sofa for another week, before they would collect it.

Hi Jstallen
I think you should ask a mod to move this to the 5 star service board

DFS get a lot of flak on here and what they have done for you goes well beyond their statutory requirements.

In fact they have been bloody good to you and I am amazed that a company like this ( and I think we all know what I mean ) has offered you these options.

Anyway they gave you shoddy goods, probably not their fault and offered you any option you wanted. that is 5 star in my book.

Go for it, they may have changed their policy and decided to be nice.

dazco

On another note. I would be extra cheeky and ask how much I could buy the sofa you already have of them and put up with the odd geometry if it was cheap enough.

Its no good to them

jstallan

If we couldn't have found another sofa, then we were going for a discount of a third off the price.

Having said that, we are so glad that we got our money back. Our theory is that DFS know the suite model we have is not up to standard and have possibly had a number of complaints.

Mods - Could you please move this thread to the 5 star board as previously suggested.