DFS Faulty Sofa..... shocking after sales

LauraCowell · 2 December 2021 at 1:00PM

I purchased a corner sofa this year, had a 14 week wait. It turns up mid October and its faulty. The corner section is higher than the end sections, a head rest is wonky and the recliner is unsupported and feels squeaky and like you are sitting on the floor. I called and emailed the store took 2/3 weeks for someone to contact me then another 2 weeks for a upholsterer to come out who was miserable as hell and very unhelpful. I don't know how people get there jobs, he couldn't even put the sofa back together. Was about to drill holes into the main frame above the existing holes which would weaken the frame and any weight would have broken the frame. I said no.... I've just paid over £2.5k for that sofa I expect it to turn up in brilliant condition. It's faulty and I want a new replacement sofa. But they refused to give me a replacement. They said that they offered me a resolution of fixing it by drilling more holes into the frame. I have emailed and called Head office on the 29th Nov and again today but not heard anything back. What is my next step as I know I have rights. I don't want a refund I want the replacement sofa. I've waited very patiently for this sofa for 3 years and paid in full. Any help would be greatly appreciated.