DFS Sofa

Candie

Just want to check my rights. I bought a DFS Sofa in September 2015 - it has been barely used as it is not in the main family room. A friend sat on it at one end a few weeks ago and the arm broke away from the base and the base sagged down.
The DFS customer service came out 2 weeks later and said he could fix it but I said I wasn't happy that it had broken so soon and that I had lost faith in the design. he took a full report and said the store manager would decide on what happened next. I called the store manager but he is pushing me along the repair route. I don't want a repair - I want a credit note or refund. What are my chances??

I should also point out it did not come with extra support feet which I was told it should have, it did not come with Eaziglide which I had paid for, and the bottom of it was all ripped.
Thanks

wealdroam

Candie wrote: »

Just want to check my rights. I bought a DFS Sofa in September 2015 - it has been barely used as it is not in the main family room. A friend sat on it at one end a few weeks ago and the arm broke away from the base and the base sagged down.
The DFS customer service came out 2 weeks later and said he could fix it but I said I wasn't happy that it had broken so soon and that I had lost faith in the design. he took a full report and said the store manager would decide on what happened next. I called the store manager but he is pushing me along the repair route. I don't want a repair - I want a credit note or refund. What are my chances??

During the first six months following the sale any problem can be assumed to have been present at the time of the sale.
It seems that DFS have accepted that this is an inherent fault and therefore you have a right to a remedy.

You can express a preference, but you cannot force the seller to provide a remedy that is disproportionate.
That effectively means that the seller chooses the cheapest remedy.
Even if a refund was decided upon, that could be reduced to take account of the use you have had.

Be sensible. Accept the repair.

Candie wrote: »

I should also point out it did not come with extra support feet which I was told it should have, it did not come with Eaziglide which I had paid for, and the bottom of it was all ripped.
Thanks

Frankly, you are on a hiding to nothing with these issues.
You have now left it so late to raise this that it would probably be argued that you have accepted the goods as delivered.

cono1717

Candie wrote: »

Just want to check my rights. I bought a DFS Sofa in September 2015 - it has been barely used as it is not in the main family room. A friend sat on it at one end a few weeks ago and the arm broke away from the base and the base sagged down.
The DFS customer service came out 2 weeks later and said he could fix it but I said I wasn't happy that it had broken so soon and that I had lost faith in the design. he took a full report and said the store manager would decide on what happened next. I called the store manager but he is pushing me along the repair route. I don't want a repair - I want a credit note or refund. What are my chances??

Slim to none, DFS will go for the repair.

Candie wrote: »

I should also point out it did not come with extra support feet which I was told it should have,

What is the length of the suite, DFS changed minimum length that required the floating support feet (feet that are there to prevent the couch splitting in half if you sat in the middle) I think it's only on 4seaters now. It never used to be, which would be why you got told that.

Candie wrote: »

it did not come with Eaziglide which I had paid for

Call them, when they come to repair it they will bring them out with them

Candie wrote: »

and the bottom of it was all ripped.
Thanks

Ask the service manager to fit a new base cloth (it's entirely likely they'll do this anyway if its an in-store repair, if its at the house ask them to bring a new one with them.

Candie

wealdroam wrote: »

During the first six months following the sale any problem can be assumed to have been present at the time of the sale.
It seems that DFS have accepted that this is an inherent fault and therefore you have a right to a remedy.

I have only had the sofa for 5 months so the incident happened within the first 6 months. I understand they can repair it but my point is that it shouldn't have happened in the first place and a repair might make the frame of the sofa weaker.
It seems DFS offer a 10 year guarantee on all their furniture as it can be easily repaired by their team.

Frankly, you are on a hiding to nothing with these issues.
You have now left it so late to raise this that it would probably be argued that you have accepted the goods as delivered.

I agree but I was unable to see the underside of the sofa when it was delivered.

Candie

wealdroam wrote: »

During the first six months following the sale any problem can be assumed to have been present at the time of the sale.
It seems that DFS have accepted that this is an inherent fault and therefore you have a right to a remedy.

I have only had the sofa for 5 months so the incident happened within the first 6 months. I understand they can repair it but my point is that it shouldn't have happened in the first place and a repair might make the frame of the sofa weaker.
It seems DFS offer a 10 year guarantee on all their furniture as it can be easily repaired by their team.

Candie

The sofa is a 4 seater and it looked as if it had extra feet on the website picture but my one doesn't have them and the engineer told me the sofa doesn't come with them.

The store manager has told me the sofa should have extra feet and that they will fit them for me.

Candie

I suppose what I am trying to say is that the sofa I received was not
of satisfactory quality
fit for purpose
as described
and for those reasons I would prefer to have a refund/brand new item as I have spent a lot of money and don't want a 'repaired' item where missing pieces have been added on

wealdroam

Candie wrote: »

I have only had the sofa for 5 months so the incident happened within the first 6 months. I understand they can repair it but my point is that it shouldn't have happened in the first place and a repair might make the frame of the sofa weaker.
It seems DFS offer a 10 year guarantee on all their furniture as it can be easily repaired by their team.

Of course it shouldn't have happened in the first place, but if everything was perfect we wouldn't need this legislation would we?

Have you anything to suggest that the repair might make the frame weaker?
If so, explain your reasoning to DFS.

Your last sentence seems a bit strange. You seem to be expecting things to be replaced under guarantees.

Remember, guarantees are in addition to your statutory rights, as and such no seller, or manufacturer, is obliged to offer one.

Candie

No what I meant about the guarantee is that it must be more cost effective for the company to employ service managers around the country to repair the furniture and so they have told me that I should never worry about any more breakages as they will continue to come and repair the furniture. My point is that I don't expect furniture to break. I guess I am just used to the older stuff that you bought and it lasted for years and years - I have still sofas like that in my house.
No, I can't say that the frame would be weaker after a repair.

What are your thoughts on the item not being as described?

wealdroam

Candie wrote: »

What are your thoughts on the item not being as described?

You mean the missing feet?

I've already suggested that you are a long way past the point where you could've rejected the thing as not as described.
After five months you will have been seen to have accepted what was delivered.

But they seem willing to rectify that.

I imagine that the addition of the missing feet will be a very similar process to that employed in the factory. I.e. a couple of nails - probably not really a repair but rather the 'completion of the manufacturing process'.

cono1717

You may already know this but just so you are aware, those feet wont touch the floor. They're only there to stop the sofa from touching the floor.

The services managers are there for frame repairs yes but they're actually skilled upholsters so could build you a brand new suite if needs be.

I agree that you don't expect a frame to snap but to be fair even when the quality was much higher and goods lasted years and years there were still 1 or 2 that had broken frames and they would of been repaired. These things happen and the law unfortunately says the retailer can choose the most cost effective approach, so long as there is no significant inconvenience to the consumer.