Wrong sofa ordered by sales assistant at dfs, unfortunately I singed the paper work w

Sarah2311

I recently purchased a sofa from dfs. I shows the sales assistant the sofa I wanted ( at no point were there any discussion about the other sofas) he proceeded to print the paper work out and asked me to sign it. My dad accepted the delivery of the sofa and when I got home it wasn't the one I wanted to order. On looking at the paper work and investigating on line the sales assistant had actually orders the wrong sofa. After speaking to the sales assistant on the phone explaining he had ordered the wrong sofa, he refused to admit his mistake and just replied with "you signed for it". Basically the lounger part which I wanted on the sofa is missing and it is just a case of sending me the lounge part and the cushion to fit, not a case of changing the whole sofa. He called me the next day and said they could make the lounger parts for an additional £270. Now, the sofa I wanted and the sofa I got are the same price. So why should have to pay an additional cost when I have in actual fact already paid price of the lounger sofa. I believe I have been mis sold this sofa as I was given the impression I was buying the sofa I had asked for. I am getting nowhere with dfs and I just don't know where I stand as I did actually sign the paperwork that had the order written on. Unfortunately I put my faith in the sales assistant to order me the sofa I had requested. I did not know the sofa name was wrong as we did not discuss any other sofas so their was no reason for me to dispute the sale.

Gaz83

It's essentially a your word against his word situation. Except that his word has a signed form from you confirming what sofa you want, and it was (presumably) signed for on delivery. You could try a complaint to head office, but all the evidence is weighted heavily in the company's favour.

I don't see any recourse for you. Chalk it up to experience and remember to check what you're signing in future.

Colin_Hunt

Sarah2311 wrote: »

I recently purchased a sofa from dfs. I shows the sales assistant the sofa I wanted ( at no point were there any discussion about the other sofas) he proceeded to print the paper work out and asked me to sign it. My dad accepted the delivery of the sofa and when I got home it wasn't the one I wanted to order. On looking at the paper work and investigating on line the sales assistant had actually orders the wrong sofa. After speaking to the sales assistant on the phone explaining he had ordered the wrong sofa, he refused to admit his mistake and just replied with "you signed for it". Basically the lounger part which I wanted on the sofa is missing and it is just a case of sending me the lounge part and the cushion to fit, not a case of changing the whole sofa. He called me the next day and said they could make the lounger parts for an additional £270. Now, the sofa I wanted and the sofa I got are the same price. So why should have to pay an additional cost when I have in actual fact already paid price of the lounger sofa. I believe I have been mis sold this sofa as I was given the impression I was buying the sofa I had asked for. I am getting nowhere with dfs and I just don't know where I stand as I did actually sign the paperwork that had the order written on. Unfortunately I put my faith in the sales assistant to order me the sofa I had requested. I did not know the sofa name was wrong as we did not discuss any other sofas so their was no reason for me to dispute the sale.

The other one has bells on?

tweeter

I hope this thread helps with dealing with DFS.

DFS_representative

Hi Sarah 2311,


I am very sorry to hear that you are experiencing issues with your furniture order.


We would certainly like to look into this for you and see if we can assist in any way.


If you would like to discuss this matter further please contact us in the head office on 01302 330365.


Many thanks


Lauren
Head Office Customer Service
Tel: 01302 330365

Iwanttobefree

Gaz83 wrote: »

It's essentially a your word against his word situation. Except that his word has a signed form from you confirming what sofa you want, and it was (presumably) signed for on delivery. You could try a complaint to head office, but all the evidence is weighted heavily in the company's favour.

I don't see any recourse for you. Chalk it up to experience and remember to check what you're signing in future.

While I understand what most are saying, if the average person in the street orders a particular sofa, the salesman writes down the order, you sign, often as far as you are aware, what he/she has written down is what you have requested.

You don't know the wording they have used isn't for what you've requested, so I sympathise with the OP.

Did you buy it on a credit card? If so, I would contact them and see if they can sort it out for you. I made the mistake of using one of those sofa companies SCS, had it delivered, had problems, they were trying to wriggle out of it etc, one call to the credit card company, explained what was happening, how they were messing me around, they said to leave it with them, they would contact SCS and the following day SCS completely changed their mind, gave me a full refund and picked up at their cost.

I then got one much cheaper and much better quality from Argos.


On a seperate note, I was mocked on both forums, a debt collecting agency and Halifax, had a solicitor tell me I'm wasting my time when I had a their word against mine situation (was for £15k). I won.

edit: just seen the post before mine

mgdavid

Iwanttobefree wrote: »

......
You don't know the wording they have used isn't for what you've requested, ...........

you do if you check before you sign it, as recommended in post #2 by Gaz.

Iwanttobefree

mgdavid wrote: »

you do if you check before you sign it, as recommended in post #2 by Gaz.

So the customer looks at the wording, asks the salesman, that's definitely model a b c, the salesman says yes.

A few weeks later model x y z turns up and the shop refuses to budge claiming that's what the customer signed for.

I'm very very untrusting of anything I sign and make them write in every little detail. They never appear happy to do this and in all honestly the customer shouldn't have to be this untrusting.

arcon5

Legally your in the right. Only problem is they are denying it.
I'd go in-store and speak face to face.

You are not expected to be an expert in what all the models are called.

Collabora

Iwanttobefree wrote: »

You don't know the wording they have used isn't for what you've requested,

But before signing the order, you should read the order form which will have the name of the item you ordered written on it, so if this name is not the name of the item ordered you tell the sales staff and dont sign it.

It will not be a strange word or anything

Collabora

Iwanttobefree wrote: »

So the customer looks at the wording, asks the salesman, that's definitely model a b c, the salesman says yes.

A few weeks later model x y z turns up and the shop refuses to budge claiming that's what the customer signed for.

but it was not.

The OP wanted model a b c, but the salesman wrote the order for model x y z, the OP then was handed the order sheet to look over and sign. the OP then signed the form agreeing to model x y z being ordered and delivered.

so the OP never read what had been ordered and just signed the form