DFS sagging and material wear after 4 days on sofa and Chairs

cono1717

m0bov wrote: »

I would have already been on the phone to the store manager asking for them to collect it. Does it state in the instructions to "plump" the filling up everyday? I've never heard of this, seems like there is not enough filling in the sofa/poor quality.

Actually, yes in the care advice at the bottom of the contract given to you at the point of sale - however it should not be so severe after 4 days.

evergreen wrote: »

Well the service manager has come out. He told us that the type of material had a pile so would go flat. We pointed out that we did not think 4 days wear was acceptable for the chairs to look like we had had them for years. We were told that the sagging was because of the filling which needed plumping up weekly. We pointed out that this was after 4 days again. He then proceeded to show us how to plump up the chair. He tried to do it from front which made no difference, the pulled out the chair and started bashing it with all his might from the back of the chair. The sagging did look a little better, until my husband sat down on the chair, and once again the sagging was exactly as before. We told him about the delivery men cutting off various pulls in material with scissors, he said they should not have done that and he said the pulls should be pulled back through the material which he could do with the several pulls still showing. One of the recliners on the sofa doesn't work but he said that could be repaired. The other half of sofa had a broken piece of wood ( apparently probably due to knot in the wood used for frame)which could be replaced? Chair had a flaw in the material, but that arm could be recovered.
We pointed out that we thought we had bought new chairs/sofa and it should not need all these repairs and he had not suggested what could be done about he inferior quality of the material. He said he would speak to store manager and come back to us. He did take several photos and cut a sample of fabric fom under the chair.
When he came back to us he said they were sending the photos to their foreign manufacturer and would come back to us in 7 days. But surely we bought the items from DFS not from their foreign manufacturers? Can anyone offer any advice please. Thanks

Couple of things here.

1. The drivers may of cut off some threads that come up but the service manager is right ref the pulls.
2. They are sending the pictures to the manufacturer to (hopefully) agree a debit or collection of the sofa - this is irrelevant to you - this is a delay tactic as they don't want to have the suite back if they can't send it back to the supplier - again not your problem
3. You are correct - your contract is with DFS - they key here is not to delay - go back on the phone to them and tell them that you are rejecting the goods due to the defects acknowledged by the service manager if the store advises they need to repair it - refuse that and go up to head office either by phone or @DFS on twitter.

evergreen

Thank for replies. We did go back to DFS and the manager we spoke to said the service manager should have made it clear to us that we could pick another suite and keep the other one until it arrived when it will go back to manufacturers or have a refund. we feel happy with the result.