DFS yet again...

fairycake

ok, bought 3 piece suite which was delivered last november, so now had it for aprox 10 months. Contacted dfs in april as one side of the sofa which is a recliner has sagged and looked scruffy. They sent out upholsterer who said it was that side was used more than the others??? which it isnt and also the chairs are fine.
went to the store in june and complained to manager who was v rude and on the defensive and he said the same thing and the upholsterer was sent out again and refilled the seat with additional foam. this hasnt cured the problem and i am left with a sofa that looks quite well worn .
Wrote to head office and they have rung and said yet agian the same thing to me and want to send the manager out to my home, why i dont know as they already have a report from the upholsterer.
I have said i dont want the manager in my home as he was rude. They have said they will send another member of staff and i am waiting to hear from them. Has anyone got any suggetions which way i should play this? i did ring santander as we have got finance arraged with them, but they didnt want to know.
Thanks

bifold

fairycake wrote: »

ok, bought 3 piece suite which was delivered last november, so now had it for aprox 10 months. Contacted dfs in april as one side of the sofa which is a recliner has sagged and looked scruffy. They sent out upholsterer who said it was that side was used more than the others??? which it isnt and also the chairs are fine.
went to the store in june and complained to manager who was v rude and on the defensive and he said the same thing and the upholsterer was sent out again and refilled the seat with additional foam. this hasnt cured the problem and i am left with a sofa that looks quite well worn .
Wrote to head office and they have rung and said yet agian the same thing to me and want to send the manager out to my home, why i dont know as they already have a report from the upholsterer.
I have said i dont want the manager in my home as he was rude. They have said they will send another member of staff and i am waiting to hear from them. Has anyone got any suggetions which way i should play this? i did ring santander as we have got finance arraged with them, but they didnt want to know.
Thanks

You could ask for the area manager and area service manager to inspect the furniture.
They are just trying to fob you off at the moment or as they say behind the scenes 'bat away'.
The service upholsterer sounds like hes being lazzy(It would just be a couple of hours work to sort out) and the store manager is just backing him up.
You could ask if they would arrange a fira report if you cant agree.
Is the sagging recliner seat the best seat to view you tv?( another popular excuse for doing nothing.)
And please ask for a copy of everything on their computer that relates to you and your furniture.

Brooket_2

I would recommend contacting the Head Office of DFS on 01302 330365 to see if they will help you. They have for me in the past

Intasun32

fairycake wrote: »

ok, bought 3 piece suite which was delivered last november, so now had it for aprox 10 months. Contacted dfs in april as one side of the sofa which is a recliner has sagged and looked scruffy. They sent out upholsterer who said it was that side was used more than the others??? which it isnt and also the chairs are fine.
went to the store in june and complained to manager who was v rude and on the defensive and he said the same thing and the upholsterer was sent out again and refilled the seat with additional foam. this hasnt cured the problem and i am left with a sofa that looks quite well worn .
Wrote to head office and they have rung and said yet agian the same thing to me and want to send the manager out to my home, why i dont know as they already have a report from the upholsterer.
I have said i dont want the manager in my home as he was rude. They have said they will send another member of staff and i am waiting to hear from them. Has anyone got any suggetions which way i should play this? i did ring santander as we have got finance arraged with them, but they didnt want to know.
Thanks

@Fairycake,

I was in the same position as you but Santander were a little more helpful.

This is my story, I hope it helps;

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

:beer:

fairycake

thank you for your replies. On friday the manager of the store visited my house to inspect the sofa. he had already commented on the phone that the sofa in the store had stretched fabric on it.
he rang me yesterday and said he had consulted with other people, ie upholsterer and they had said that they are willing to take the sofa to the factory for repair and that the problem will then be solved once and for all. I have yet to ring back with my repl, but the way i see it is that there is something fundementally wrong with it and not fit for the purpose.
Can anyone advise what is best to do in this situation. I wopuld ideally like a total replacement of another style of suite.
I feel rather stuck as what to do for the best.
Thanks

arcon5

You have no options but to let them repair it with minimal inconvenience to yourself.

So phone them back and arrange a collection day.

fairycake

after several phone calls, it has been agreed that dfs will send me a letter stating that they will do a factory repair and if then ,even after several months have elapsed and we are not happy, then they will replace the suite for another of our choice.
Not the outcome i had hoped, but at least if it isnt right, they will have to honour their promise. i get the feeling they have to go down certain routes and procedures before anything else can be authorised.
Thanks for all your replies.

bifold

fairycake wrote: »

after several phone calls, it has been agreed that dfs will send me a letter stating that they will do a factory repair and if then ,even after several months have elapsed and we are not happy, then they will replace the suite for another of our choice.
Not the outcome i had hoped, but at least if it isnt right, they will have to honour their promise. i get the feeling they have to go down certain routes and procedures before anything else can be authorised.
Thanks for all your replies.

If you re-select will they charge you a usage fee?
And will you get a full warranty ?