DFS Sofa- wrong colour and fabric- refund?

gcherry_2

In April, I ordered a 'Kiona' sofa in Silver. At time time, I was unsure if I should order two but I didn't know the size of the room. I completely understood there may be a slight variation in colour but I was willing to take the risk as the sales associate reassured me. She also told me I would be able to order another sofa online or in store.

8 weeks since my first order, I decided to order the same sofa again. I placed an order online for a 'Kiona sofa', again in Silver. My new sofa has come today and it's a completely different colour, different fabric and even slightly taller.

I have spoken to Customer Services who has confirmed my sofas have been made in two different fabrics and blamed the fact one order was placed online and the other in store. One fabric was something like Silver 101 and the other Silver 102. Am I to blame if there is only one silver option online? I'm pretty sure there was only one Silver in store too!

I'm happy for DFS to change one of the sofas. If not, I would like a refund. Does anyone know how likely I am to get a refund?

tacpot12

Did you tell the store that you had a sofa that was ordered online that the additional sofa needed to match with? If not, then they haven't done anything wrong, so any swap or refund would be a good will gesture, rather than something you are entitled to.

You could appeal to them as a "good customer" - you have bought two sofas from them after all.

Silver_Shark

tacpot12 wrote: »

You could appeal to them as a "good customer" - you have bought two sofas from them after all.

Good luck with that, the sofas were bought from DFS!

Aylesbury_Duck

As above, you’re relying on a goodwill exchange. Each sofa meets the description it came with and you didn’t specify the second one had to be an exact match to the first.

unholyangel

tacpot12 wrote: »

Did you tell the store that you had a sofa that was ordered online that the additional sofa needed to match with? If not, then they haven't done anything wrong, so any swap or refund would be a good will gesture, rather than something you are entitled to.

You could appeal to them as a "good customer" - you have bought two sofas from them after all.

Wrong way around - ordered the first one in store and second online.

So OP has the right to cancel under CCRs for a minimum of 14 days starting the day after delivery. But they may need to pay for the return costs if DFS didn't tell them how much it would cost to return (since its a bulky item that cannot be delivered by normal post) as part of the information they're required to provide.