DFS - Cancelling an Undelivered Sofa, No Deposit, Ordered 9 days ago.

DWPDWP

I've read a myriad of forums and websites now having not being able to speak to their Customer Services team tonight.


Order a product on 7th April on phone having seen on web. Took 5 year cover and 4 years 0% finance to minimise monthlies.


Been having building works done, finally finished yesterday just ahead of Easter, product expected to go into new area. But plan compromised by enforced repositioning of new radiator!


Now the product wont fit!


Very concerned I'm going to get resistance to cancelling order. Still within 14 days of finance of course but reports on various sites suggest I'll just make life more difficult with DFS stubborn in such scenarios.


Currently, I've paid nothing.


I called the only available number and was advised a specialist team handle these type of issues but given the item was only order on Monday 7th and Order official until 9th, shouldn't be too much of a problem.


I ordered a popular product in the colours on the website and as such the only 'bespoke' element is the colour choice on the feet which I suspect they include to enable them to claim made specifically for me.


I hope Lauren the DFS person, will help me cancel tomorrow without too much resistance.


I've read if I cancel finance, DFS wont be paid and they only start manufacture on receipt of payment? Payment only made when 14 day finance house cooling off period is complete - in which case they wont have started.


I rang earlier too to ask if it was ready for dispatch - "it isn't, that manufacturer may have a date next week if you call back".


Any definitive advice or affirmation of my rights would be greatly appreciated.

DFS_representative

Hi Its Nicola at dfs


Thank you for taking your time to write this thread.


If you would like to contact the store where you purchased your furniture from, they will be more than happy to help with your issue.


If I can be of any further assistance then please don't hesitate to ring me.


Nicola
Head Office Customer Services
01302 330365

Browntoa

Moved to consumer rights for better advice

bris

Did you buy it exclusively from the internet? Or did you finalise it instore.

If you bought it on the internet are you still within the 7 working days DSR period which gives you the right to cancel. Do your sums quickly and if you are still within the 7 working days send them an email now telling them to cancel the order under DSR as is your rights, being 9 days ago you might just make it.

If you went to the store to finalise it or your outside the DSR then you have no rights to cancel and they can hold you to the contract, paying no money just yet is irrelevant.

Yes you can still cancel the finance but that doesn't cancel the contract you entered into, just how you pay for it.

Just re read your post but a bit confused, you said you ordered it from the net on the 7th (outside DSR now) but order official until the 9th, what does that mean? The 9th gives you today to cancel but not if you went in to the store to do all the paperwork.

DWPDWP

We've had two calls, both have called back promptly. Been told it is all logged - "don't worry about this, we will cancel order. They probably haven't started it yet."


But waiting for authorisation from a manager.


Do you think I should email in too or have a small degree of faith in their systems.


They've been very good so far on the face of it.


Amazing how stressful these episodes are.


I hope they are as good as their word.


Bris, we ordered on 7th, Finance meant they created an order internally on the 9th. Confirmed separately by two of their employees.

frugal_mike

bris wrote: »

Just re read your post but a bit confused, you said you ordered it from the net on the 7th (outside DSR now) but order official until the 9th, what does that mean? The 9th gives you today to cancel but not if you went in to the store to do all the paperwork.

It can't be outside of the DSR's time period because they don't have the sofa yet. The 7 working day period starts the day after delivery, not the day after ordering.

frugal_mike

DWPDWP wrote: »

I ordered a popular product in the colours on the website and as such the only 'bespoke' element is the colour choice on the feet which I suspect they include to enable them to claim made specifically for me..

Now assuming this sale is covered by the Distance Selling Regulations (which it sounds like it was if you ordered exclusively by phone) then it doesn't matter if it was made exclusively for you. What matters is whether it was made to your specifications. Selecting options from a list of available feet colours would not count as being made to your specification.

DWPDWP

Should I write to their email address to log this or rely upon telephone record their end? We've written down notes throughout - why I wasn't more savvy at the beginning I don't know. Bloody radiator.

unholyangel

DWPDWP wrote: »

Should I write to their email address to log this or rely upon telephone record their end? We've written down notes throughout - why I wasn't more savvy at the beginning I don't know. Bloody radiator.

Technically notice should be given in a durable medium (email is fine) however if they accept cancellations by phone then they should honour that - but being DFS, i wouldnt trust them and personally would use email to cancel - that way you have a record to prove you cancelled and when.

DWPDWP

I've emailed them to summarise. They've been good so far, but then we've not spoken to someone who can ultimately agree to our request.


Fingers still crossed.


I hope to be able speak up for DFS by end of weekend.

molerat

They do not "have to agree", if the sale was entirely at a distance from a company that normally does business at a distance then it is your right to cancel at no cost.