DFS Sofa 9cm shorter

Ellenqingwu

I purchased a sofa from the DFS store in Aug 2020 when the store just reopens for a really short period, but unfortunately, I found my sofa is much shorter when received in Nov, I have contacted the customer service team, but because of the lockdown, they sent the service manager to do the measure on April 2021, then have been confirmed 9cm shorter,  I have sent email request refund or replacement, but DSF said the furniture is within tolerance levels set by trading standards of 10 cm, my sofa is below the standards. I ask them to provide evidence, I cannot find detail on their website. Then I have provided other sofa manufacturers state a tolerance, then I had feedback from the DFS head office service manager, said "Further to our conversation today I can confirm that we cannot proceed any further with your complaint . The reason for this is that the furniture is within tolerance levels set by trading standards of 10 cm .therefore we won't be offering a replacement or any discount on the furniture .please take this as a full and final response from DFS"

 I am really disappointed

Manxman_in_exile

I would ask them where Trading Standards deem that a 10cm tolerance on sofas is acceptable.  

In any case, I don't believe TS guidance can override contract law and they have nothing to do with setting tolerance levels for furniture. 

If DFS agreed to sell you a sofa 200cm (or whatever long) then that is what they have to deliver* - not one that is only 191cm long.  They are in breach of contract and you can claim a full refund - they'll take the sofa back of course, unless you can agree to a partial refund and keep the sofa.

Is the 9cm (less than 4in) really that much of an issue?

*Unless their T&Cs that you agreed to permit a 10cm tolerance - but that's different from saying that's what TS say... 

IvanOpinion

Check down the back of the sofa, you may find your missing 9cm there. 

sheramber

DrewFamily has it added to his sofa

pinkshoes

Sofa.com give a 1.5% tolerance so this would be 3cm on a 2 metre sofa.

I cannot find any such policy on DFS website but 10cm is a huge difference. 

I would be asking them for a copy of this policy!

Grumpy_chap

If DFS are quoting a tolerance set by Trading Standards, then DFS should be able to provide a reference for that source. 
If DFS cannot provide that reference, it is rather disingenuous as they have surely invited you to write to Trading Standards for the same reference and, if it does not exist, it is surely then a complaint to Trading Standards.

As others have said, Trading Standards do not set the rules of the agreement between the OP and DFS.  Is there anything written in the order T's&C's about tolerance on a sofa?

Having a tolerance on the length of a sofa as an absolute rather than percentage does seem odd, unless the absolute is sufficiently small that it would be trivial in any case.

John Lewis tolerance is here:
https://pdw.partnerintranet.co.uk/jpdw/media/2349297/83037-understanding-tolerance-jac.pdf
Seems to be 2.5 cm on the length of a sofa.

Flight3287462

Just take the slimy barstewards to court.

TimSynths

I worked for DFS for two years (albeit nearly 20 years ago) and never heard of this happening before, furniture is all built to a template (Sofa.com give a 1.5% tolerance- this sounds much more realistic) so I cant see how a difference of 10cm could occur and this sounds too little to be the difference between a two and three seater. OP- where have you got your original measurement from? 

bris

10CM is nothing in comparison between a 2 and 3 seater sofa, surprised it was even noticed tbh and looks like a return excuse to me.
Has anyone pulled a tape measure out and see just how little it is?

visidigi

bris said:

10CM is nothing in comparison between a 2 and 3 seater sofa, surprised it was even noticed tbh and looks like a return excuse to me.
Has anyone pulled a tape measure out and see just how little it is?

Is your perception relevant to the consumer rights of the OP though?

DFS need to produce evidence of this 'TS accepted tolerance' - I bet they can't.

powerful_Rogue

Funny howw DFS don't maake any mention of the size tolerance on their website. We just ordered from SCS and double checked - They list it as 2%.

Double check the T&C's you signed. If there is no mention and you've got nowhere with DFS, move onto the next stage.

I'm hoping you took advantage of the 4 years interest free credit - as your next step would be to contact them and start a section 75 claim. Same can also be done if you paid any of the sofa on a credit card.