DFS again!

soozy1984

Hey all, Im new here
Having read through the forums it would seem DFS havent got a great track record!
Basically i took delivery of a sofa from DFS on 05/07/2011... I noticed 2 weeks ago when i took the cushions off to hoover it, part of it looked like it has collapsed. I got my husband to check underneath and sure enough the springs had come through the bottom of the sofa.
I fired off an email to them, theyre sending out somebody tomorrow (still waiting on a phone call to give me a time slot which they said would happen today) and Im point blank refusing a repair.
I would like store credit to the value of the original sofa, I do not believe this sofa is fit for purpose. They offer a 10 year guarantee on their sofas apparently.
The sofa was paid in full and not through finance either, What are my chances of getting store credit? Does anybody have any positive stories to share?
Thanks in advance :T

greatgimpo

Looks like it's Dog's First Sofa then!:rotfl:

McKneff

You are entitled to a repair, nothing else. Unless the company show good will but don't hold your breath.


Even on a refund you would get substantially less than you paid for it because you have had the use of it for the past 3 or so years.

photome

Why would you refuse a repair?

why would you want store credit, you have said yourself that DFS havent got a great record why would you buy from them again?

I bought a sofa from them about 25 years ago....never again

If you bought a car and then it went wrong would you refuse a repair and demand credit or refund

DFS_representative

Hi it’s Claire at DFS
Thank you for your post I’m sorry to hear you are experiencing a problem with the sofa you have purchased from us, we would like to resolve this for you if you could please give us a call at Head Office Customer Service’s and ask for Matt we will be happy to help

Many Thanks
DFS Head Office Customer Service Team

Twinmummy2010

I'm having the same problem. We brought our sofa 3 years ago and we joke that 'the payments lasted longer than the sofa', we have been lent a sofa currently from a friend as ours is not fit for purpose. I completely forgot about their 10 year guarantee until researching other sofa companies at the weekend. I emailed the customer service department and got a call off my local store the next working day. I have this week off off work, but was told the earliest appointment for someone to view my sofa was 25th March. After explaining I and my partner had fixed holidays and that we couldn't take days off until April after this week, I was put on hold and told that a cancellation had just come through for Thursday 20th March. Again I told them I couldn't do this day, but I just got told that the upholsterers only worked Monday-Friday 9-5 as they need evening and weekends off.

I called head office today and expressed my dissatisfaction with the product and service and was told that they may make an exception for an evening or weekend but that is not guaranteed. After going round in circles again (which seems to be a common complaint from what I've read), I asked to speak to a manager and was told that I was speaking to the boss and that there was no one higher than her??!

I just want someone to look at my sofa for 2 minutes this week

At this rate, my sofa will end up in the tip as I will not let my children use it, as they keep banging their shins on the front bar and my house is far too small for two sofas. I suppose it's the easiest option for them

annette65_2

hi purchased a leather corner suite from dfs 18 months ago only 2 seats get sat on and both have gone saggy and stretched rung dfs had somebody out who took my sofa to pieces and restuffed the seat and arm he said the other seat would need restuffing in the near future,my gripe is the seat he restuffed as now gone mishapen i've phoned dfs again and told them i want a replacement or a refund, so there sending somebody else out on 2nd april to take a look at the previous repair and the second saggy seat,my point is how many times are they going to come out just restuffing it ?any advice peeps ?

annette65_2

i folks the dfs man paid his visit today he took 1 look at his previous repair and said yes that needs redoing,to which i said no more repairs i want a replacement he said i won't get a replacement as its less than 2 yrs old so away he went after i signed saying i'd refused another repair.so i've sent a letter off to head office recorded delivery telling them i want a replace ment and expect a reply in 7 days into battle i go

tomtontom

annette65 wrote: »

i folks the dfs man paid his visit today he took 1 look at his previous repair and said yes that needs redoing,to which i said no more repairs i want a replacement he said i won't get a replacement as its less than 2 yrs old so away he went after i signed saying i'd refused another repair.so i've sent a letter off to head office recorded delivery telling them i want a replace ment and expect a reply in 7 days into battle i go

Have you actually sent the letter? If not, perhaps you could get someone to check it through to check it reads ok? A well written letter is much more likely to produce a positive result.

Bantex_2

annette65 wrote: »

i folks the dfs man paid his visit today he took 1 look at his previous repair and said yes that needs redoing,to which i said no more repairs i want a replacement he said i won't get a replacement as its less than 2 yrs old so away he went after i signed saying i'd refused another repair.so i've sent a letter off to head office recorded delivery telling them i want a replace ment and expect a reply in 7 days into battle i go

What makes you think you are entitled to a replacement?

annette65_2

because the first repair was 'nt adequate so why should i let him repair it again