DFS Won't Let Me Cancel My Order

swindon87

Hello,

I order a sofa from DFS over the phone. I explained to them that I live in a small flat, so I am unsure about what size sofa I would like. He then said that's fine you can put down a deposit now, we can send someone out to do a site survey then you can pay the rest later. I agreed and a site survey was arranged for a week later. I took the day off to stay at home and wait for the site surgery to be completed, the morning had passed and no one had turned up. I called DFS and they said it was an system error and the appointment has not gone through. I then made another appointment and was told I would receive a text message the night before with a time slot. I never received a text message, and my daughter fell ill that morning, so I had to take her to the doctors and missed the appointment as I wasn't to know what time they would come. so I wasn't at home. I then arrange another appointment where they came out and told me the sofa would fit and it would be delivered in two weeks time. I thought that's great. I tracked my order online and it said it would delivered on or around the 26th January.

After this date I called as there was no sign of the sofa, only to be told that they're not able to see when the sofa would be delivered but someone will get back to me. In a couple of day someone called back to say the sofa would be delivered week commencing the 12th Feb and someone will contact me to arrange a delivery. I was contacted on the 8th Feb to arrange a delivery for the 14th. I was then told that the balance would need to be paid for delivery. I replied I would like to set up a payment plan as that is what I always had in mind. I was told to call customer services to set this up. I called them and explained I would like to pay in instalments, only to be told I am not eligible.

I understand I should have made it clear how I would like to pay in the beginning, but I honestly felt so pressured into buying the sofa at that very moment. All I was told is that I can pay a deposit now till the survey is carried out. At no point did anyone ask me how I would like to pay for the sofa. I though asking customers how they would like to pay is the norm (like they do in shops). I asked if I could cancel the order and then told me that it's too late. I honestly don't know what to do as I can't afford to pay for it all at once. I am also really unhappy with the delivery times promised and having to wait at home for a survey that was never book. What are my rights here please?

marliepanda

You need to look into alternative financing such as a bank loan or credit card.

You ordered the sofa so you needed to have your finance in place.

Im not sure how you felt pressured when you called to order, you then called again when you knew it would fit. Nobody chased you to order it. In shops they ask how you want to pay for it, yes, but they dont say at the checkout in Sainsburys do you want to pay for your shopping in instalments!!

swindon87

Thank you. Can't I just cancel the order and let them keep the deposit? I felt pressured to put down a deposit down there and then. Of course I wanted the sofa at that time but the payment options were never explained to me, if it was then I would have known I was not eligible. I assumed they would ask me how I would like to pay because that is how they handled in the store when I was first enquiring about the sofa.

DoaM

The clue is in the name ... payment options. If no options are advised then payment is required and it is up to you to work out any options.

marliepanda

swindon87 wrote: »

Thank you. Can't I just cancel the order and let them keep the deposit? I felt pressured to put down a deposit down there and then. Of course I wanted the sofa at that time but the payment options were never explained to me, if it was then I would have known I was not eligible. I assumed they would ask me how I would like to pay because that is how they handled in the store when I was first enquiring about the sofa.

I would say that paying in full is the standard default position, and that if you wanted a different payment method then you should have brought that up when you either a) put the deposit down or b) gave the go ahead once you were told it would fit.

As for cancelling and them keeping the deposit, that is entirely up to DFS and you need to call and ask about this. You have a contract to pay X for a sofa and they could hold you to that. Whether it is worth their time is another matter. They may say yes, as getting blood out of a stone is no fun, but legally they could hold you to the original contract.

You keep saying you feel pressured but you went into a store, and looked at sofas, deciding them that you wanted to do one with a payment plan. You then called and indicated you had concerns over size which were allayed by a home visit, and you then said 'yep I'll have the sofa then!' At no point were you pressured as you made THREE proactive moves to order this sofa. You are only now saying you were pressure sold as you cannot have the instalment option. If you had been given the option of instalments you would not have said this.

Can you not take out a decent APR loan or get a 0% credit card to get this sofa, as I assume based on your original post that you do want and need a sofa and this one works for you?

swindon87

Thank you all. You're all right. I was down to my negligence not stating that I wanted to set up a payment plan and yes I did have 3 opportunities to state this before the sofa was made. It honestly didn't occurred to me that they wanted me to pay up front, which is my fault. I think the pressure I felt was from myself really wanting to purchase the sofa as it was on sale and the price was going to go back up in a few days. I need to be more conscious when putting down deposits for anything. So I definitely now better for next time. I will look into getting a 0% credit card, if I can.

waamo

swindon87 wrote: »

Thank you all. You're all right. I was down to my negligence not stating that I wanted to set up a payment plan and yes I did have 3 opportunities to state this before the sofa was made. It honestly didn't occurred to me that they wanted me to pay up front, which is my fault. I think the pressure I felt was from myself really wanting to purchase the sofa as it was on sale and the price was going to go back up in a few days. I need to be more conscious when putting down deposits for anything. So I definitely now better for next time. I will look into getting a 0% credit card, if I can.

DFS are having a sale? I didn't know that. When does it end?

Fluffybunny80

Problem is getting their credit is probably easier then getting a credit card.a unless you try capital one maybe or similar?

I agree you didn't think this through but not everyone is the same and you clearly admit your at fault so I would state that you made a mistake but want to work with them to pay for it but if you can't get a loan/credit card/borrow from family or friends then what can you do?

At least then if they take you to court you can show you tried.

Good luck!

photome

waamo wrote: »

DFS are having a sale? I didn't know that. When does it end?

:rotfl::rotfl:

We bought our first sofa from DFS about 30 years ago ( also our only purchase from them). Sale was ending the Monday after we purchased but after 30 years they keep forgetting to end it