DFS........appalling customer service!!!

Liverbird

My SIL bought a pure leather suite from DFS approximately 6 months ago. There is only 3 of them in the family including their 16 year old daughter. The suite has stained terribly. This family can ill afford to lose money on this suite as sadly, BIL has a terminal illness.
SIL returned to DFS a couple of weeks ago to complain about the suite and was told that because it is 'pure leather' this was prone to staining. On explaining her OH illness, amazingly, the sales assistant said ' People on chemotherapy sweat more and this is what has stained the suite'!!!!!!!! :mad:

SIL has now lost the will to pursue this, but I would like to on her behalf......even if its to get an apology for her. Does anybody know the best place to complain...... or the name of a company director. This is shoddy customer service at its best!

oldagetraveller

Sorry to hear of your problems and the sale's assistants ridiculous "explanation/excuse" however, not siding with DFS but surely a suite made of any material will stain if subjected to certain substances, e.g. spilled drinks etc? You could write to their head office, if only about the sale's assistants attitude. They might even send someone out to examine the suite.
Confused as to how your sister-in-law can be married to your brother-in- law?

Liverbird

LOL They are my OH's sister and her hubby.... I always call them SIL and BIL.

deanos

If its a white / cream colour they can mark easily, jeans for example can transfer colour to it.

Have they tried a leather cleaner on the suite ? You are meant to treat them every few weeks with cleaner/protector.

Tozer

errr, haven't people missed the point? What an absoutely horrific and outrageous thing to say. Take it up with the store manager then, if no progress, ask for the Regional Director to make contact. Threat of bad publicity would be appropriate.

Whatever the reasons, saying insulting things like that deserves utter contempt.

Millie's_Mum

The chairman of DFS is Lord Graham Kirkham who started the company, I'm still looking for an address for you but failing that address it for his personal attention to DFS head office.

Millie's_Mum

Head office address below, send it for the personal attention of Lord Graham Kirkham

DFS
1 Rockingham Way, Redhouse Interchange, Adwick Street
DN6 7NA
Doncaster

He owns Cantley Hall in Doncaster as one of his houses but would try head office first.

Out of interest I don't know what is wrong with your BIL but Lord Kirkham has previously donated £225,000 toward Cancer Research, might be useful info depending on what angle you are going with.

dangeroussports

Lord Kirkham will have these heathen peseants taken to the tower of London and beheaded.

I bet he walks around in his house with a mink robe and a crown on.

sharronloves2spend

Liverbird, i had exactly the same problem two years ago with the dfs on speke retail park. I bought a faux suede suite and paid £170 extra to have the guardsman applied to the sofa. The salesman said that any liquid would sit on the surface untill i came along and wiped it up, Well My A!@se the sofa was covered in stains (baby dribble, water etc) around one month after it had been delivered and i couldn't clean it, i called out the stain remover man (included in the £170) to clean it up and he said that he can only spot treat. I complained lots of times but never got anywhere, i even spoke to the original salesman who denied saying waht he said!! In the end i gave up! But i now call the spot removal man out approx every month!! Well i want something for my money!!! Oh and they make this process as long winded as poss!!! Good Luck with your complaint!!

familyof5

chemo can make you sweat more, therefore staining your furniture???!!! could all cancer/chemo patients please sit on the floor from now on then!!!!!!

!!!!!!, this is the most ridiculous thing I have ever heard, total cr*p and an awful thing to say to the loved one of a chemo patient. grrrr I am angry for you :mad:

I would call consummer direct on 08454 04 05 06, they give free legal advise. I have had to contact them myself about dfs over poor qaulity furniture.

Goood luck with your bil/sil sofa issue and fingers crossed for their health

xxx:)

billycasper_2

Im not sure lord kirkham will help, he is a bit of a character to say the least. Accused and subsequentley cleared of a viscious road rage attack and has a bit of a reputaion for being "forthright". but still he lives in sprotborough doncaster if that helps.