DFS complaint?? Refund??

Thewire7

Hi, I wasn't sure where to post this so hope someone can give me some advice.
We bought new sofas from DFS at the beginning of July, we were told that it was express stock and would be delivered within 4 weeks. We paid cash in full on the day of ordering.
4 weeks after ordering I rang to ask about the delivery, after ringing numerous times I was told that the sofas had been ordered wrong when the paperwork was entered into the system and that it had been ordered as made to measure instead of express stock and that it would be another 4 weeks. I asked if I could cancel and have a refund to which the manager said that they could deliver half of my order the next day but the other half would be end of august. I accepted this.
I then rang last week to ask about delivery again to be told it was due in store on 10th sept and the woman quite abruptly ended the phonecall.
I left it at that but today whilst cleaning the sofa that we have received from then we noticed that on the edges where the leather is stitched it has started to peel/tear in 3 different places.
We've only had the sofa for 4 weeks and we have hardly sat on it as we've been using our old 3 seater more.
What rights do I have?? Can I get a full refund as I really don't want the sofas now they are obviously poor quality and it's been a waste of time and money!!
Sorry about the long post!

Solsol

From what you've said it seems like you would be entitled to a full refund for the sofa you've already received as it's not fit for purpose. However, they might not give you a refund for the stuff you haven't had yet you really need to speak to their customer service department or have a look at their refund policy and see what it says

Gordon_Hose

You needs to speak to DFS really. SOGA states repair, refund or replace - unfortunately you cannot choose which.

cyclonebri1

It will tell you in the small print when you can or can't cancel the order due to none or late delivery.
What impact on that accepting part delivery has had I don't know, but hopefully someone else can answer that to the benefit of us all.????

There is another issue and here I'm again unsure.

I live 10 miles from where DFS where created about 45 years ago, most of our furniture is theirs.
But we did have an issue, they pawned all problems off to the finance company that support the "interest free credit regime", so beware.

Thewire7

Thanks for your replies.
I went into the store yesterday to speak to the general manager who was the person that sold us the suite. I showed him pictures I'd taken of the damage to the sofa, it isn't in obvious places so as I have only just noticed it I don't know if it was there before we received it or if it has happened since we had it. Even so it's not of satisfactory quality and isn't made to last a reasonable length of time both of which are covers by the sale of goods act, he completely refused to give me a refund.
I have spoken to consumer direct who have said I an entitled to a full refund and don't have to accept a repair or replacement.
I contacted head office yesterday and explained everything, they're going to speak to the store and get back to me today, hopefully we won't have to take it much further but I am fully prepared to as I've paid £1550 and don't want a shoddy sofa.

Gordon_Hose

You're not entitled to a refund though. DFS can choose whether to repair, refund or replace. Not having a go, just saying

Hopefully DFS head office will give you a satisfactory resolution to the issue.

Thewire7

Well consumer direct/trading standards have said with faulty goods you are entitled to a full refund for a very short amount of time, usually 4 weeks and as I haven't received my full order yet the 4 weeks would start from the date that I receive the 3 seater sofa.
I can understand what your saying but if this sofa that's brand new is not of satisfactory quality why would I want a repair on a brand new sofa or replacement of the same quality.

cyclonebri1

I thought you would have issues with them, we certainly did.

The other point that comes to mind is the late item will come from a completely different batch of leather.
You could have real issues with the colour match, and it can only be compared when delivered.

I once had 5 butchers block Oak tables delivered by them in order to get a perfect 1, all were defective in someway.
Eventually I gave up at 5 and they delivered No2 with a reasonable discount.
They were also responsible for miss-selling me PPI, they slipped on the invoice without even asking:mad::mad::mad:

Thewire7

Sorry to hear you've had problems too.

I usually read reviews on everything I buy and I'm so disappointed in myself for not looking at reviews about them as I've spoken to so many people that have had similar problems in the last few weeks.

I've now spoken to the furniture ombudsman who has said that if I haven't "accepted" an item/order I am entitled to a full refund but once it's been accepted you can't. They say I couldn't possibly of accepted it as I haven't received my full order so I am entitled to a full refund but only a judge can actually enforced it.
They've advised to exhaust their complaints procedure which I am currently doing and if it's not resolved they can hear my case as they are a full tfo member.

I just want to sort it ASAP so hope it doesn't have to go that far.