Faulty DFS sofa

moreofthegoodstuff

We had a sofa and chair delivered from DFS in June, initially missing legs and cushions, now missing cushion inserts and a replacement of a half the sofa foam/cover as it’s faulty. We’re constantly given timescales they never meet and have an upheld complaint with the furniture ombudsman and finance company - but still nothing happens! When I go back to the ombudsman and finance company, they just chase it up and provide more dates- by the time the sofa is complete, I feel like it won’t match as half has been sat on for best part of a year, we have to sit in throws to try and keep it as new as possible. I’m paying full whack for this, £2000 in total. What do I do??

moreofthegoodstuff

Update, I’ve tried emailing CEO, whether that will make any difference 

Aylesbury_Duck

What can you do?  Not much more, really, other than to await the ombudsman process to play out.  Whether you went down the ombudsman or small claims route, there was always going to be a lengthy delay.

Social media channels, perhaps?  Keep it polite, factual and constructive.  Companies don't like their dirty laundry aired in public and may respond.

Grumpy_chap

I can't really advise, but I'll watch with interest as I await a new sofa from DFS.  Hopefully before Christmas.

It's a little bit naughty the way DFS send invites to review the service from as soon as you place your order - you can only really review at the end of the process.

I never knew there was a Furniture Ombudsman.

Silver_Shark

Grumpy_chap said:

I can't really advise, but I'll watch with interest as I await a new sofa from DFS.  Hopefully before Christmas.

It's a little bit naughty the way DFS send invites to review the service from as soon as you place your order - you can only really review at the end of the process.

I never knew there was a Furniture Ombudsman.

Read the bad reviews. The sales process is good as they want their commission and a good review but the after sales service is shocking when things go wrong. The Furniture Ombudsman is a paid for service by the retailers and they usually find in favour of the retailers. Small claims court is a better option, personally i went to the Financial Ombudsman to get a result for a full refund and removal of the furniture but that depends on how you paid.

Silver_Shark

moreofthegoodstuff said:

Update, I’ve tried emailing CEO, whether that will make any difference 

I very much doubt it. If you don't get a reply start court proceedings, Small Claims court. Ask the Citizens Advice service for help.

spo2

We had an issue with a DFS sofa and the same thing happened - kept giving us dates that were never met. In the end I rang them and told them that I was rejecting the sofa and they were to come and collect it and give us a full refund. They had someone out within a week with the replacement parts.

moreofthegoodstuff

I emailed the CEO and got a call back today from the local store apologising that I felt I needed to do that, apparently the parts are due imminently and they have also chased the supplier. It’s a shame it takes an email to do that after all of these months. Fed up now, genuinely would never use or recommend them again. Times this by all the people they have let down and in years to come it will hit their sales.

moreofthegoodstuff

Grumpy_chap said:

I can't really advise, but I'll watch with interest as I await a new sofa from DFS.  Hopefully before Christmas.

It's a little bit naughty the way DFS send invites to review the service from as soon as you place your order - you can only really review at the end of the process.

I never knew there was a Furniture Ombudsman.

They didn’t really do anything if I’m honest…they upheld my complaint but did sod all to assist. I just hope it cost DFS as I know any referrals to the financial ombudsman costs a lot to the company complained about, so hope it’s the same for DFS. They shouldn’t profit from this sale as they have been dreadful!

Silver_Shark

moreofthegoodstuff said:

I emailed the CEO and got a call back today from the local store apologising that I felt I needed to do that, apparently the parts are due imminently and they have also chased the supplier. It’s a shame it takes an email to do that after all of these months. Fed up now, genuinely would never use or recommend them again. Times this by all the people they have let down and in years to come it will hit their sales.

My fingers are crossed for you.

moreofthegoodstuff said:

Grumpy_chap said:

I can't really advise, but I'll watch with interest as I await a new sofa from DFS.  Hopefully before Christmas.

It's a little bit naughty the way DFS send invites to review the service from as soon as you place your order - you can only really review at the end of the process.

I never knew there was a Furniture Ombudsman.

They didn’t really do anything if I’m honest…they upheld my complaint but did sod all to assist. I just hope it cost DFS as I know any referrals to the financial ombudsman costs a lot to the company complained about, so hope it’s the same for DFS. They shouldn’t profit from this sale as they have been dreadful!

Same thing happened to me. I was at my wits' end with them but after calling the Financial Ombudsman my damaged sofas were removed and I got a full refund.
OP if you contact the Financial Ombudsman you are complaining about the finance company which you have every right to do and don't forget to tell them the Furniture Ombudsman upheld your case.