DFS returns

Kay3131

I bought 2 sofas from DFS Boxit range. This is only available online and is not displayed in any of their stores. I had a video call with a member of staff who explained this to me but said I could return them if not right within 14 days. I asked if there would be a cost and she said it was free. She also told me that if I wanted a swatch it would take 4 weeks to come unless I ordered the sofas and and would be there much sooner. They arrived and nothing like the picture. Rang straight away and have been constantly waiting for someone to cal back. Last Thursday evening my husband took a call and told he would have to pay £240 to have them collected. He was told they had his details so would take the money. The following evening another call to take his card details! More time wasting. We are still waiting for call to let us know when they will be collected. We have made a complaint about the information given but surprise surprise they don't have a recoding of the call. If I would have been told I had to pay that much I wouldn't have bothered to buy something I hadn't seen. I was mislead and wonder what my rights are. Also I just need the sofa's taking away. I notice that delivery is much less than this so why so much. Also can they be taken back to the nearest store and we arrange the delivery ourselves. This hasn't been offered but wonder if anyone knew?

Sandtree

Their returns policy states returns can be made to their central depot by your own arrangements or they can collect at a cost of up to 20% of the price. If you arent happy with their charge get quotes elsewhere. 

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations they should have provided to you key bits of information before the contract was concluded and that should have included that the cost of return was yours to pay... need to read their emails/letters etc to confirm what they sent you.

Kay3131

I get it. You can return them for free but you have to get them to Doncaster which was not explained in the video call. Not great when you live in London. Very disappointed. 

Sandtree

Kay3131 said:

I get it. You can return them for free but you have to get them to Doncaster which was not explained in the video call. Not great when you live in London. Very disappointed. 

I suspect more that the video call gave you wrong information, or there was a misunderstanding. I doubt very much that they anticipate people will transport it to the central depot themselves.

What they mean on their site is you are free to use your own courier rather than being forced to use them and given your sofa is all boxed up that may be easier/cheaper... its hard to arrange your own service when its an assembled sofa with just some plastic sheeting over it.