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Missing furniture order
Narf
Posts: 15 Forumite
Way back on 5th January I ordered various bits of furniture from DFS. The order came to around £2800 and we took advantage of interest free payments and no deposit. At the time we were told it would take 77 days.
As we have quite narrow doors on 16th January we had a 'trial run' where two delivery guys looked and the doorway and guessed it would be OK. I had a couple of text messages late January and early February stating everything was on schedule.
On the 77th day, having heard nothing I went into store for an update. I was told office staff don't work weekends but I would get a call on Monday. Late Monday afternoon, my wife rang them to be told our order had been cancelled until they got the results of the dry run. A new order was then created. They also went on to say that as their supplier was in China, Chinese New Year would have delayed things. When asked why they hadn't told us any of this, they said they only ever phone customers to arrange delivery. They don't provide any other update.
So here we are, entering May and still no furniture. I've been lied to and misled (telling me the order was on schedule) and otherwise ignored. I'll be going in to store tomorrow to get some answers. While we're not out of pocket, is there any consumer right backing me up over this whole performance ie cancelling a purpose made order?
As we have quite narrow doors on 16th January we had a 'trial run' where two delivery guys looked and the doorway and guessed it would be OK. I had a couple of text messages late January and early February stating everything was on schedule.
On the 77th day, having heard nothing I went into store for an update. I was told office staff don't work weekends but I would get a call on Monday. Late Monday afternoon, my wife rang them to be told our order had been cancelled until they got the results of the dry run. A new order was then created. They also went on to say that as their supplier was in China, Chinese New Year would have delayed things. When asked why they hadn't told us any of this, they said they only ever phone customers to arrange delivery. They don't provide any other update.
So here we are, entering May and still no furniture. I've been lied to and misled (telling me the order was on schedule) and otherwise ignored. I'll be going in to store tomorrow to get some answers. While we're not out of pocket, is there any consumer right backing me up over this whole performance ie cancelling a purpose made order?
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Comments
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Hi it Nicola at DFS
I have read your thread, I sincerely apologise for the service you have received. If you would like me to look into this further for you I would be more than happy to do so.
If you would like to ring me at Customer Service Head Office on 01302 330365, I will be more than happy to help
Nicola
Customer Services Head Office“Official Company Representative
I am the official company representative of DFS. MSE has given permission for me to post in response to queries about the company, so that I can help solve issues. You can see my name on the companies with permission to post list. I am not allowed to tout for business at all. If you believe I am please report it to forumteam@moneysavingexpert.com This does NOT imply any form of approval of my company or its products by MSE"0 -
Could the dfs rep look at this thread
https://forums.moneysavingexpert.com/discussion/49595080
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