1.5 Week old DFS Sofa looking abused already

needuradvice

Long Saga....

Hello guys,

I for the first time shopped at DFS and bought a 2 seater + 3 seater OMBRE sofa set (approx £1400). I ordered these in early january and they seemed fine in the shop - firm and reasonably tough leather. Last week, when i received these sofas, I noticed that the top of the back support cushions were somewhat creasing/sagging, as though they were not filled in properly. I asked the delivery guys and they said that they were not 100% sure, but it must be because they are new and may need to settle. These sofas are kept in my lounge which i only use now and again. I've now been using these sofas for just under 2 weeks, but they are already badly sagging and the cushions tend to be left with pressure dents from the persons weight and hardly rise. Surely this is not normal after such a short usage?

I phoned my local DFS to complain and the lady got very shall we say "rude" and trying to shift the blame on me. Eventually she said she will send someone out on monday to check them out.

The DFS guy came out today and boy oh boy he was very fast talker and wouldn't give me a chance to talk. He tried to worm his way out of every issue i mentioned, making excuses that this is not a fault or "oh you need to give it time to settle", or "you have to tap and plump the sofas every time after you get up. I told him i'm okay with tapping sofas down if it's once everyday, but no one is going to spend every single moment tapping the cushions.

Eventually I told him that I have been in touch with the Furniture Ombudsman and they were willing to taking on my complaint if DFS were not willing to deal with it. Thats when he said, give these sofas a 6 months to settle and if i'm still not happy, that they will fill the sofas to plump them up...I gave him 1 month from today and said that i will be in touch in middle of march.

What do you think? Did i do right? Do i have a case to get any of my money back? What else can i do?

FYI, I video recorded him

ILW

Are you a tubby family?

cockaleekee

That is one ugly sofa!

(Looks like normal use to me - soft cushions will keep the shape of whomever has been sat there.)

ColinFishwick

I have had two leather sofas over the years and must say I never had this problem and sagging soon goes back to shape. But then I wouldn't touch DFS with a 10" bargepole as I hear there stuff is pretty poor quality

needuradvice

LOL! NO mate! I'm the heaviest and i'm under 11 stones...my wife=8 stones and then kids will be less than 5 stones!

PS: Photos added in 1st post!

Chickabiddybex

Looks just like the one on their website to me

Fire_Fox

Have you written a letter of complaint? Ombudman is for when you have exhausted the company's formal complaints procedure and been ignored or reached stalemate not because you can't be bothered to argue the case yourself. After one and a half weeks you could reject under the Sale of Goods Act, if you leave it a month and CERTAINLY six months you will have far less rights. After six months the buyer has to prove a fault was inherent at the time of purchase. To be honest I don't see a fault nor would I describe that as 'badly sagging', just you not being happy with the filling - but if you want quality don't shop at DFS.

needuradvice

Firefox - If you look at pictures 5,6 and 7, you will notice these dents. These are caused each time someone sits on the sofas, which is fine, but the cushions are supposed to raise after a bit - these dents have now been there for 2 days, so in my opinion, they can't be of good enough quality to last me say 4-5yrs.

I've already agreed that i'll give him a month, so should i say that i've now decided against what we agreed? What if an ombudsman ruled against me, just because i didn't give the company the chance to sort the problem out?