Help please DFS complaint dispute

smiler.aw

Hello everyone and thank you for taking the time to help.

I recently purchased the Daze chaise sofa, cuddler chair and footstool from DFS costing over £2k.

My partner signed for the sofa. The plain part sofa had a few baggy lines, and thought they would flatten only had leather sofas before, then after 2 days very light use we noticed that the material had started to loosen and was baggy in bumps and the part on the sofa where your legs drop down all bumps, my mum called round a few days later and told me to get onto them as it shouldn't be doing that, she also asked if I had purchased a used one, she said it looked like clearance!! I took pics of the sofa and emailed DFS pictures and said I was not happy never got a response. I then called them and told them I had emailed them so they sent the upholsterer out.
He arrived and said that's what happens with the bumps on the front it's where the foam sits on the base, never heard that one before and also that we need to start sitting on it evenly and to wait til after Christmas for it to bag more and they will refill it. I told him I was not happy as it looks a year old already and the salesperson in the shop said it was one of the best sofas and filling. I called the branch I purchased the sofa from and told them not happy at all they said they would send the upholsterer out again I told hem no and that I was unhappy they said they said they would send service manager, when he was back of his holiday and gave me a date of the 4th.
I deceided to call trading standards and they quoted to me SOGA 1979 and consumer credit as I start paying in March 2014. They told me I was within my right to write a letter to DFS stating that I have not then acceptance of the sofa and that I reject it asking for repair or sofa to be collected and credit cancelled. I wrote to them asking for them to take the sofa, as after buying one of the best sofa and it being to unsatisfactory I had lost faith in it. I also,called the finance company and told them of my complaint they said they will look into it.
A couple of days before the service manager was due I called them for timescale only to be told hey coming on the 5th, I told them it was booked for 4th in my letter to them which they are supposed to of read they said they will do there best to get someone out to me on 4th, I immediately called head office to check they had revived my complaint and that they had mixed the dates up and HO said booked for 4th!
Well the service manager said I cannot reject the sofa, I have to let them fix it. is this true? He then went on to how they will sort it out I said for over £2 k it should be perfect and I shouldn't have to have them out twice and restuffed in first few weeks what will it be like in 6 months he agreed the foam was not correct and ordered some new foam which I have to wait for.
I now hate my sofa and no longer want it, can I do anything?

Thanks

wealdroam

You say you "recently purchased" this sofa.

When exactly did you buy it?

When exactly was it delivered?

Clearly, if you've had the sofa a number of months you will be in a weaker position than if you are talking about days.

smiler.aw

Hi The sofa was delivered on the 4th October, on the 10th October i emailed them pics and phoned them. a week later the upholster turned up and said to leave til after xmas to get worse. i tiold him not happy so i called the shop and they said they would send service manager when he back, whilst waiting for the service manager i contacted trading standards they said i could reject and ask for refund, the service manager came out Monday and he said i cannot reject it, and that i have to let them fix it.

For over £2k i want a sofa to last a giood few years having them out twice in a month and numerous calls is not good at all.

Okydoky25

I don't know if it helps but I bought 2 sofas from DFS last Oct. a couple of months in I noticed the leather was peeling. Called and they sent someone who repaired the leather!? A month or so later it was doing it again and spreading so I called them out again.
This time same person said it needed re leathering. Now wasn't happy as we had 2 identical sofas and didn't want one looking newer than the other! Was told it would only be a few weeks so reluctantly agreed.
3 months later still not been done the other one starts showing similar problem so called again and a Manager came out. He agreed and offered me either both to be fixed or I could choose new sofas. Happily I chose option 2 and 4 weeks later (today) they are being delivered. Happy Days.

Altho I'm not amused with all the hassle I can't fault the service they have provided. Try not to get angry or emotional over it. State the facts and clearly what you would like doing to rectify. I think you will have more luck if you are happy to receive replacements rather than cancelling altogether.

smiler.aw

There customer service with me has not been good at all, they say they will ring the day before appointment with a time, and they dont i have to ring them, the head office customer services leave a lot to be desired.

I am getting upset as less than a month in i have had two visits and my sofa looks like it is a year old. I dont see why i should let them repair it really, or maybe if they had done it straight away when i first complained i would not have a problem, for £2k they should have got it right in the first place i think, and when the manager sat on it he said he could feel the base and the foam was not correct, surely this should help my case that goods not of satisfactory quality.

I am going to write to them today and i will state the fact again, not that they take much notice, i feel they are not taking me seriously at all. surely the law should be on my the consumer side

tomtontom

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