DFS sofa poor quality thread bare!!!

DFS_representative

Hi JS1981,


I will try to send a direct message now as I would really like to look into this for you.


Jules, it may appear to be the same message being sent out but I can assure you that we are real people trying to reach out to help unhappy customers. I am sorry that you haven't had a response previously but we are not notified when a complaint is posted on sites such as these & so we actively monitor as much as we can.


I will send you a message and I will happily have a look at your order.


Many thanks


Lauren
Head Office Customer Service
Tel: 01302 330365

DFS_representative

Hi,


I cannot find a facility on here to send private messages.


Please either give me a call on 01302 330365 or email us on [EMAIL="customer.services@dfs.co.uk"]customer.services@dfs.co.uk[/EMAIL]


Kind regards


Lauren
Head Office Customer Service
Tel: 01302 330365

bod1467

LBA = Letter Before Action

Whilst it is not an absolute must (where an individual is taking action against a business), the Civil Procedure Rules recommend following this process so as to try and avoid using up court time. (I believe it is a requirement for a business to send an LBA before instigating court action - or at least they run the risk of losing the claim if they haven't sent a compliant LBA).

Often an LBA will prompt the other party to respond in the way requested, as it makes it clear that the individual is serious.

JS1981

Hi Lauren
I have just emailed you and will await a response.
Jay

unholyangel

JS1981 wrote: »

Hi unholy
I would prefer some help with the LBA, as I am not quite sure what this is.
Thank you, you are ever so helpful.

As bod informatively said, it is a letter before action.

Basically you're looking to keep it simple as possible. If something isnt necessary, dont include it (ie feelings of upset/anger/disappointment). Stick to the facts only. Title the letter "letter before action" and give them a reasonable deadline (say 14 days) to respond or you will file a claim against them in court.

I can write a rough draft for you if you wish but I need a few more details as there are two possible ways of wording it. One that you are rejecting outright (which may be possible depending on why it was so long between repairs and when you first notified them of the fault) and the other is without significant inconvenience/within a reasonable time.

If the repair gaps are due to them and you notified them within a reasonable time of the issues on delivery...you may still be able to reject it outright (as a consumer is not deemed to have accepted the goods merely because they agreed to a repair).

If the time between repairs is down to you taking time to contact them, then the reasonable time/significant inconvenience would likely be the best approach.

JS1981

Thanks bod1467 and unholy.
Unholy - I have all the dates, times when I called them, and the delays were due to them. The last time where they took a month they didn't even call me to say anything, I was chasing them to find out where my chaise was. I will private message you over the weekend with all the details. I am also going to try and get some time with my companies in-house Lawyer and see if he can help or point me to one of his friends who specialise in consumer Law. I will give Lauren a chance first to rectify the issue quickly, but if I do not get a successful outcome by early next week then I will be pulling everything together to take legal action.
I am not sleeping well due to all this headache and stress.

unholyangel

JS1981 wrote: »

Thanks bod1467 and unholy.
Unholy - I have all the dates, times when I called them, and the delays were due to them. The last time where they took a month they didn't even call me to say anything, I was chasing them to find out where my chaise was. I will private message you over the weekend with all the details. I am also going to try and get some time with my companies in-house Lawyer and see if he can help or point me to one of his friends who specialise in consumer Law. I will give Lauren a chance first to rectify the issue quickly, but if I do not get a successful outcome by early next week then I will be pulling everything together to take legal action.
I am not sleeping well due to all this headache and stress.

By all means get advice (see if he/she can point you to one that offers a free half hour consultation), but I wouldn't actually spend money on a lawyer for this.

Small claims is relatively straight forward and while you can be awarded costs (such as filing fee etc), you wont be awarded solicitors costs.

Jules_Thompson

Dear Lauren (DFS)


I will call you, thanks - are you available on a Saturday? If not it will be Monday.


I have emailed your head office a few times but keep being transferred to the store I bought the suite at, and they are less than helpful.


It will be good to speak to someone who can help me with my complaint,


regards
Jules

unholyangel

Jules_Thompson wrote: »

Dear Lauren (DFS)


I will call you, thanks - are you available on a Saturday? If not it will be Monday.


I have emailed your head office a few times but keep being transferred to the store I bought the suite at, and they are less than helpful.


It will be good to speak to someone who can help me with my complaint,


regards
Jules

Keep us updated with your progress please. As you've possibly noticed....it can help others get their own problems resolved in future

JS1981

Hi unholy and Jules
I have also had an email from Lauren saying they have noted my complaint and will contact me.
I will keep you updated, it would be good if DFS are able to resolve my issue and yours Jules.
Have a great day people, I feel less stressed then I have felt in ages!