what are my rights?DFS complaint

clarey89

hi, I purchased a new bed and mattress from DFS on a buy now pay 12 months later option. which means I have entered into a contract with DFS.
when the bed and mattress arrived, and was assembled i noticed the bed base was on the smaller size of a normal double. i just put that down to the mattress being so large and chunky. It was one of the new memory foam and gel 1500 pocket sprung mattress, costing £600!! after a few days i noticed the mattress was going very lumpy and had dips and dents in the sides. After complaining a man was sent out to check it and agreed the mattress was faulty and they would exchanged it. while waiting for a appointment to be made for a new one, i put my old mattress on the bed. and the bed is smaller than a double. so i have a faulty mattress, a small bed and they are now asking that we measure both bed and mattress as this has never happen before. so i did and yes they do not match. so there now asking yet again that i measure just the bed base going across and length ways. i am pregnant so moving a heavy large mattress is not easy. they should have sent someone out to do all their work not me. i want out of the contract i don't want this bed and mattress it is not worth £600 for the mattress and £329 for the bed the quality is poor the service is poor what can i do? there saying the mattress will be exchanged and i am now waiting to hear back about the bed this is poor poor service.

wealdroam

clarey89 wrote: »

hi, I purchased a new bed and mattress from DFS on a buy now pay 12 months later option. which means I have entered into a contract with DFS.
when the bed and mattress arrived, and was assembled i noticed the bed base was on the smaller size of a normal double. i just put that down to the mattress being so large and chunky. It was one of the new memory foam and gel 1500 pocket sprung mattress, costing £600!! after a few days i noticed the mattress was going very lumpy and had dips and dents in the sides. After complaining a man was sent out to check it and agreed the mattress was faulty and they would exchanged it. while waiting for a appointment to be made for a new one, i put my old mattress on the bed. and the bed is smaller than a double. so i have a faulty mattress, a small bed and they are now asking that we measure both bed and mattress as this has never happen before. so i did and yes they do not match. so there now asking yet again that i measure just the bed base going across and length ways. i am pregnant so moving a heavy large mattress is not easy. they should have sent someone out to do all their work not me. i want out of the contract i don't want this bed and mattress it is not worth £600 for the mattress and £329 for the bed the quality is poor the service is poor what can i do? there saying the mattress will be exchanged and i am now waiting to hear back about the bed this is poor poor service.

You ask "what can I do?"

How about measuring the bed as requested?

stevemLS

She's pregnant - not her job!

clarey89

i have measured the bed smart !!!... thats just conmen seance.
my question was not what do i do now my question is i dont want to pay for a £600 mattress that was deemed faulty and dose not fit the bed. so what are my rights as a customer! DFS want to swap the mattress even though they know the mattress dose not fit the bed. they say all mattresses fit their beds. obviously not the case here. i want out of the contract any more smart ideas from you??!!!

JJ_Egan

Did you but the bed with a mattress or two separate items .
Not sure how a seance is going to help .

If as you say you entered a contract then read the terms and conditions re cancellation of this contract .

Might be better to go down the Sale Of Goods Act route rather than contracts .

DFS_representative

Hi Clarey89,


I am sorry to hear that you have been experiencing issues with your mattress and bedframe.


I would like the opportunity to look into this for you.


If you could contact us directly at head office on 01302 330365 we will certainly see how we can help.


Many thanks


Lauren
DFS Head Office Customer Service
Tel: 01302 330365

DevCoder

1. When did you buy this bed/mattress?

2. You have to allow the retailer the opportunity to remedy the situation, if you feel that measuring a bed and mattress is not viable because of your condition then insist they do it. Im not sure why you have to move the mattress as you can just lay the tape measure over the top and then do the same for the bed (obviously measuring side on).

AsmaBilal7

I have experienced problem with orthopaedic mattress originally bought from DFS in january 2014 alongwith the bedframe. The bedframe is fine but the super king size mattress dips consistently as you lay on the bed. This mattress has been replaced early this year but even the replacement unfortunately does'nt meet the acceptable standards. The bed mattress fails to meet the basic requirements. Whereas the service manager who has recently inspected this mattress has put down in his notes that the mattress has no external faults according to the branch manager with whom my husband spoke to over the phone today !!! This is after this service manager from colne Lancashire) branch acknowleged our issue with the mattress and apologised several times for inconvenience we have faced but what is the net result ??? I am stuck with a unusuable mattress and it is damaging our backs ! What are my consumer rights for this scam by DFS ????

cono1717

Since it is more than 6 months old the onus is on you to prove that the bed is faulty due to a manufacturing defect this can be done through an independent upholsterer / bed inspection person and if it's proven to be a manufacturing fault DFS must pay for the report costs.

However - prior to that it may be best to get in touch with their Head Office to see if they can force the situation along a bit.

cattermole

I would contact Lauren at DFS Head Office as per her post.

If the bed base was sold as a standard double size, then it should be big enough to accommodate a double bed mattress

Double - 135 cm x 190 cm (4' 6" x 6' 3")

a small double would measure

Small-double - 120 cm x 190 cm (4' 0" x 6' 3")

So it would be the width of the bed that was the problem if a small double bed has been supplied and the difference is 6 inches or 15cm

foxtrotoscar_2

cattermole wrote: »

I would contact Lauren at DFS Head Office as per her post.

If the bed base was sold as a standard double size, then it should be big enough to accommodate a double bed mattress

Double - 135 cm x 190 cm (4' 6" x 6' 3")

a small double would measure

Small-double - 120 cm x 190 cm (4' 0" x 6' 3")

So it would be the width of the bed that was the problem if a small double bed has been supplied and the difference is 6 inches or 15cm

You do realise this is a six month old thread?