New DFS sofa with faults in the leather....

Most_Unwise

Hello

So I have been searching the forums about issues with DFS to see if any matched my exact problem and couldn't see any. So here goes...

Basically we had a new sofa delivered on the 27th July 2019. Once the delivery guys had gone we took stock and noticed some issues that we hadn't seen whilst they were their.

The grain of the leather on two of the lower main seat cushions had scratch marks which were quite deep.

I have put a space after https:// as the site wont let me post the links directly

https:// 1drv.ms/u/s!AhLts4uLFwaq3hBnPLlzII5Heych

https:// 1drv.ms/u/s!AhLts4uLFwaq3hFxs3-9RTbPhv-y

https:// 1drv.ms/u/s!AhLts4uLFwaq3g-woGj2X16GqtFk

https:// 1drv.ms/u/s!AhLts4uLFwaq3hJ1SWQqOccDJ8FE

We contacted the store where we purchased the suite from immediately who asked us to send some photos which we did. They then called us back and said a manager would come out to see the issues and discuss the problem. The man on the phone started saying its 'natural scars in the leather etc, etc' which I accept but why use them in such an obvious place?

So today (1st August 2019) the manager came and saw the issues first hand, took photos and basically said the same thing as the phone call. He said that if in the life of the sofa these caused problems such as opening up or tearing they would replace them as we had told them quickly of the issue.

I explained that that wasn't really acceptable because these parts could have easily been used somewhere less obvious so that this sort of problem would not have occurred. Leather is graded and the pieces used on the cushions was certainly not up to the quality of the rest of the sofa....

Anyway the guy from DFS wasn't going to change his tune so off he went. What is my next course of action? Is DFS's argument acceptable in the eyes of the law?

Thanks

askmeaboutsofas

How did DFS describe the leather grade and finish?
Some leathers have a uniform corrected grain, where a pattern is printed/embossed onto it - these shouldn't have any marks like this, as they remove all the natural marks. Other higher grade leathers can have a natural grain that will come with marks like scars, pimples, insect bites etc from the life of the animal. These are usually thicker than the corrected grain leathers, and will generally last longer.



It's hard to tell from a photo, but if there isn't any damage to the pigmented coating on the leather, that would suggest that it's not a scratch but a natural mark as they're stating. If there's damage to the coating or finish, any rough or jagged edges or a different colour showing through, you can be confident it's a scratch.

If you're certain it's a scratch and therefore the sofa is damaged, you can arrange your own inspection from an independent upholsterer or warranty company - just make sure you're using a different company to the one DFS uses. If the independent inspection produces a report stating the sofa is damaged, you should be able to use this to force DFS to deal with the problem. Unfortunately if the inspection doesn't produce a report stating it's faulty, you will be out the cost of the inspection.


I am not sure if you would be able to force DFS to replace it if it is natural scarring, in my experience manufacturers don't generally go to great lengths to hide natural scars or other irregularities in the grain. For some manufacturers it's seen as a plus, as its' something that's not seen on cheaper corrected-grain leathers.
If it helps at all, if they're natural marks there is pretty much 0 chance that the leather will open up or tear there. Leather doesn't unravel the way fabric does, and scars tend to be a bit thicker than the surrounding skin, so it shouldn't form a weak point on your sofa.

Most_Unwise

Thanks for replying. I fully understand what they are saying with regards to natural scars I just do not understand why the panels on the leading edge of the sofa were deemed as being a suitable place for them when they could have been used elsewhere.

sheramber

The individual parts would be stamped out a large sheet by a machine .

Nobody would be checking on the condition of a specific part.

Zandoni

I wouldn't be happy with the sofas either, try following the steps here https://www.which.co.uk/consumer-rights/advice/how-to-reject-a-faulty-product-and-get-your-money-back

Silver_Shark

I'm afraid you won't get anywhere with DFS with those issues. I've had a three month battle so far with my very similar sofas, same leather, same colour and same Company, worse problems.

My sofas were delivered with damage and all I have been offered is a one chance offer to repair and £100 compensation. I'm still fighting them.

Silver_Shark

I've just had another look at your photos and enlarged them. I have those same parallel lines diagonally across one of the headrests and I'm convinced they are strap marks. My other issues are a crushed arm with creased leather and also a dent in one headrest. DFS claim these issues were caused by the packaging. That may be what has caused those marks on your sofas. DFS told me that my sofas aren't damaged as the leather isn't torn.

askmeaboutsofas

Silver Shark, have you tried getting your own inspection done through an independent company? Did you purchase with a credit card or on finance? If yes, you should be able to claim your money back and reject the goods. If the damage is caused by the packaging it doesn't matter, DFS are responsible for that as well - it's their packaging!