Looking for advice - DFS

I recently purchased a brand new DFS sofa from an auction site for a fraction of the store cost - Laurie 2 x 2 corner sofa with scatter cushions.  I visited my local store to enquire how i would purchase the formal back cushions for my sofa to be told that because I didn't purchase directly from store they cannot sell parts to me.

No the sofa I purchased has DFS labels and batch numbers and I have also found out that this sofa was sent to auction as a duplicate order, explained this to the store and they stated that they cant create an order unless they have an original order to place it against.

Do I have any rights here as a new customer? I spoke to their escalations department to be told in an email that I would have to make replacement cushions myself.

Below are the two emails i received;

On Friday, October 29, 2021, 5:24 pm, Natasha Cooper <[email protected]> wrote:

Good Afternoon,

 Thank you for accepting my call today.

 As advised by myself and our Dundee store, unfortunately DFS are not able to place an order for the requested back cushions for your current furniture.

 This is due to DFS not being able to order servicing parts without having an order placed directly through us, to be able to ensure the correct parts are ordered.

 I would advise to seek advice from a local upholsterer who may be able to assist you further in this matter.


Kind regards,

Natasha Cooper

Head Office Escalations Department Manager
0333 9999 777

On Monday, October 25, 2021, 12:39 pm, jackson craigie <[email protected]> wrote:

As per discussion with store manager formal back cushions cannot be ordered for a sofa which has been bought second hand (not directly from DFS) 

Regards Jackson 

The information contained in this message or any of its attachments is confidential and may be privileged. Unauthorised disclosure, copying or dissemination of the c


  • lincroft1710
    lincroft1710 Forumite Posts: 17,210
    Part of the Furniture 10,000 Posts Photogenic Name Dropper
    You have no rights as a shop can refuse to sell to anybody. 
    If you are querying your Council Tax band would you please state whether you are in England, Scotland or Wales
  • daveyjp
    daveyjp Forumite Posts: 12,192
    Part of the Furniture 10,000 Posts Name Dropper
    Nothing wrong with DFS approach.  As they say find a local upholsterer.
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