DFS Sofa 9cm shorter

cj1979

Same thing with me, sofas delivered this week height is 3cm shorter (would accept this), 3 seater is 4cm shorter and 2 seater is 7cm shorter. Depth is 82cm but advertised as 100 to 164cm. Haven't found anyone who's been successful complaining to DFS. I'm at the start of my fight, would be really good to hear if anyone has had any success. I fully expect to have to escalate all the way. Just can't believe 10% tolerance is acceptable. Paid nearly £2000 for sofas which are smaller than our old ones 

Jenni_D

cj1979 said:

Same thing with me, sofas delivered this week height is 3cm shorter (would accept this), 3 seater is 4cm shorter and 2 seater is 7cm shorter. Depth is 82cm but advertised as 100 to 164cm. Haven't found anyone who's been successful complaining to DFS. I'm at the start of my fight, would be really good to hear if anyone has had any success. I fully expect to have to escalate all the way. Just can't believe 10% tolerance is acceptable. Paid nearly £2000 for sofas which are smaller than our old ones 

That's a huge variation in expected depth ... are you meaning that different items are expected to have different depths?

And are you measuring the depth correctly? (It would typically be from the front of the seat cushion to the back of the backrest).

cono1717

Since it is DFS' full and final response log a case with the furniture ombudsman. When I worked there what tended to happen was that they would email DFS to tell them a case is being logged and give them a chance to put it right before they get involved. DFS often go above and beyond at that point to avoid paying the ~£300 fee for a ombudsman case.

And even if they don't like others have said 10cm is quite a large gap and no reference to tolerances in your sale contract so ombudsman would likely side with you.

Ellenqingwu

TimSynths said:

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? 

the service manager came to the house did  the measurement

Ellenqingwu

TimSynths said:

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? 

the service manager came to the house did  the measurement

Manxman_in_exile

Manxman_in_exile said:

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

So what did DFS say when you pointed the above out to them?  (Three weeks ago)

Robbo66

I personally don't think you will get anywhere with this by going to the ombudsman, alongside the measurements on the website it does say Approx and that is what they will say when asked to defend the case. Depending on the actual size of the sofa you could argue that 9cm less is an approximate measurement