Can I cancel my sofa order?

KelseyAlldritt

Ordered a new sofa suite from DFS in October 2020, delivery due by Xmas.
*This date was later moved to January due to covid hold ups (understandable)
* Then changed to end of Feb
* Now changed to end of March
The communication and updating has been shocking, I've had to chase them constantly to find out the status of our order.
And those I speak to have no record of what was discussed before, as though there is no record keeping to follow on from the previous call...as well as advising things to be on track, knowing we would sell our existing furniture...meaning we are now without a sofa for 6 weeks

DFS state on their website that only items that have not been "made to your specification" can be cancelled and refunded. . . .but ALL of their sofas are "made to your spec"...so they can get out of folk cancelling orders etc.

I want to know where I stand with regards to cancelling the complete order as I've had enough of being messed around.

Aylesbury_Duck

What does your contract say?  There may be stated costs for cancellation at this point.  The items aren't bespoke, because you probably selected from a defined list of materials, colours, sizes, etc. so they can't use that as a reason not to allow you to cancel.  

There's the other consideration: that you know you will be without a sofa for 6 weeks.  If you cancel, you have no idea how long that might extend to.  Unless you find somewhere you can literally buy the item in the showroom, it seems that all manufacturers of furniture are seeing delays.

arthurfowler

KelseyAlldritt said:

Ordered a new sofa suite from DFS in October 2020, delivery due by Xmas.
*This date was later moved to January due to covid hold ups (understandable)
* Then changed to end of Feb
* Now changed to end of March
The communication and updating has been shocking, I've had to chase them constantly to find out the status of our order.
And those I speak to have no record of what was discussed before, as though there is no record keeping to follow on from the previous call...as well as advising things to be on track, knowing we would sell our existing furniture...meaning we are now without a sofa for 6 weeks

DFS state on their website that only items that have not been "made to your specification" can be cancelled and refunded. . . .but ALL of their sofas are "made to your spec"...so they can get out of folk cancelling orders etc.

I want to know where I stand with regards to cancelling the complete order as I've had enough of being messed around.

This is stated in their terms:

Cancellation Policy

Consumer Contract regulations only apply to your order if the goods have not been custom made to your specification or if you have not examined the product in one of our showrooms. If the Consumer Contract Regulations do apply you can cancel your furniture by notifying us, in writing, before delivery or within 14 working days beginning with the day after the date of delivery.

Did you purchase from the store or online? If online, you could just read them their own cancellation policy.

In any case, it's a bit shady to add that all of their furniture is custom made only in the TsCs. I can't see it anywhere in the purchase process. 

Sandtree

arthurfowler said:
In any case, it's a bit shady to add that all of their furniture is custom made only in the TsCs. I can't see it anywhere in the purchase process. 

There is a difference between made to order (you select from a combination of standard options) and bespoke (you ask for the sofa to be made 19mm narrower than the standard 3 seater).

For statutory rights etc, its only bespoke items that special rules apply, if something is off the shelf or made to order makes no difference.

If the OP has statutory rights to cancel depends on if they went in the showroom etc plus contractual terms on delivery dates etc.