DFS Poor quality sofa no customer service

Wriggle71

I purchased an 1800 pound corner sofa from DFS 8 months ago, since then the fabric is bobbling all over searing cushions, although only 8 months old it looks years old. To say I am dissatisfied is an understatement but I had faith that such a well known furniture company such as DFS would get this rectified for me as I have been a loyal customer. So I called and made the complaint as soon as lockdown restrictions were lifted. The engineer came out today to look at the sofa, he claimed it was bobbling all over seating area but that this was normal and to buy a tool to de bobble it. When I stated that I was not informed by the salesman at the Norwich DFS Store that when buying an £1800 brand new sofa to expect; as it is normal according to the DFS technician; within a few months my new sofa would be covered in bobbles and look 10 years old!!  I know my consumer rights and am taking this further with Head Office but I want to let consumers know about this appalling service and to spend your money elsewhere if considering buying from DFS! 

Also when the technician from DFS informed me that this is perfectly normal for the sofa to bobble like this I asked why if so I was not informed before purchasing, his response; well we can’t tell you everything about the sofas. Seriously!! I think the fact to expect extreme bobbling is a major part of the information that should be supplied! 

JJ_Egan

What is your Consumer Rights question ??

George_Michael

Wriggle71 said:

I know my consumer rights and am taking this further with Head Office 

Part of your consumer rights mean that as the alleged fault has appeared more than 6 months from purchase, the onus is now on you to prove an inherent fault (poor quality materials, faulty assembly etc) so it might be worth seeing if you can get an independent inspection carried out before contacting the head office.

Wriggle71

Thank you  I have contacted DFS Head Office but was really wondering if anyone else had this happen and what happened? I am so upset as at point of sale this was not told to me, surely if this is so common and as the technician said always happens and is normal, should I not have been informed before I made my purchase? 

daveyjp

DFS have sold poor quality sofas and had no customer service for decades.  It is well documented on here and other websites.

All you can do is get enough evidence to show the sofa isn't of the quality expected for what was paid.

shaun_from_Africa

Wriggle71 said:

but I had faith that such a well known furniture company such as DFS would get this rectified for me as I have been a loyal customer. 

Customer loyalty may still mean something to small independent traders but to multi million £ businesses, the term wouldn't mean anything at all.