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

fiendishly

oldagetraveller wrote: »

Confused as to how your sister-in-law can be married to your brother-in- law?

what a muppet

maninthestreet

OP, is it possible to post some pictures of the suite??? As others have said, it may just need to be 'cleaned' with some leather cleaner.

Raceylady

There is light at the end of the tunnel. I took DFS to the ombudsman as the sofa i had delivered was no good from day one. The store manager at Peterborough branch was s helpful as a chocolate fireguard (I'm sure it's in the training). I stood my ground and in the end I won our case and have just had the suite collected. The whole process took 8 mths to get a decision but to me it's well worth the wait. We got £100 compensation too for storing the suite in our house lol. DFS should be ashamed. I wouldn't recommend them ever.

Equaliser123

maninthestreet wrote: »

OP, is it possible to post some pictures of the suite??? As others have said, it may just need to be 'cleaned' with some leather cleaner.

I doubt it is still an issue. OP is now PPR and the original post was nearly 3 years ago!!!

webster1971

we recently bought a new leather suit from DFS, After guaranteeing a maximum of 5 weeks delivery, it finally arrived after 6 weeks and only with us chasing & threatening to cancel the order. The sofa arrived with scars, scratches all over. DFS offered to send out an independent expert who arrived wearing a DFS sweater. He tried to explain that the scars were natural scars and that it was where the cow had scratched itself against a fence......i have written to them and told them to collect the sofa and that i will not accept liability of the sofa while it remains at my property. i also advised the finance company that the contract was cancelled and the sofa would be returned. The finance company explained that DFS had already received payment for the sofa.

salima_2

This is NOT encouraging! We bought a 2 sofas 2 years ago. We too were guaranteed a 6 week delivery time. It took 10 weeks and not once did we receive any notification of change to the time, when we spoke to the Store Manager, the same person who had sold us the sofas, he denied that he had said that.
Now, two years later we are experiencing problems with the cushions. They do not fit as they did, there is a gap at the side and back and if you plump up the cushion, as recommended, then it fills the gap at the back but leaves a gap between the cushions then!! So you either fall down the back or the side!
Today we called in to the store at Birstall where we bought it and spoke to the same Store Manager, we were not complaining, just asking for advise. The Manager seemed very puzzled, he couldn't see why we were had come in after 2 years to say it wasn't right! We tried to explain that it had been okay when it first arrived but this has got progressively worse. The demo sofa had lovely plump tight cushions, and we explained what ours were like. My husband said we plump them every week - that's not enough apparantly, they need doing every day. Fine. But what if it didn't help? Then he became quite rude and aggrassive, his words were, 'Can you explain something to me? I might be really thick or something but you've had this sofa 2 years and you're only just coming in singing about it?' I was shocked. I said that it had been fine but now it wasn't. He took our details and said he would get back to us today. He hasn't. We didn't expect him to because he never did before. He also said that only the frame and springs were guaranteed. This is not true - I have looked on their website and all sofas have a 10 yr guarantee in addition to the 5 yr one for frame and springs.
He seemed keen to blame us for doing something wrong, said that people complain that the arms have bust but then you go and they're sat on them. Inferred that we have kids that bounce on them. When I said very firmly that we look after our furniture, clean it etc, he asked what we used. I replied the wipes he'd sold us. He still wasn't happy with that!! He asked which store we'd got them from!
So what will happen now? Well, am going to try head office but I can see from this thread that I won't have much luck!

staceyredfern2011

Liverbird wrote: »

I orderd a sofa from dfs 12 months ago, i waited 3 month for the sofa to be delivered, there is only me and my partner lives at home and my partner works away alot. the 2 seater very rarely gets used yet i have had dfs out twice within 9 month to fix it now i have a problem with my 3 seater. I have complained to managers in store but never seem to get anywhere they just keep offering a repair. You do not expects to pay over £1000 for a sofa to be fixed within the first year. I have decided i no longer want this sofa in my home, what can i do?:mad::mad::mad:

trumpton

Try Trading Standards - Consumer Direct on 08454 04 05 06. They will get someone to ring you back to give advice.