DFS - Faulty Fabric Toulon Furniture Range

Tuttmeister

I was wondering if anybody on the forum has experienced issues with thread pulls on the Toulon range ( or other ranges) of furniture from DFS? 

I purchased a sofa, chair, and footstool from DFS approximately 3.5 years ago. The furniture was covered in the Toulon fabric (grey/charcoal). After a short period of time we noticed a small patch in the chair fabric that looked as though it was wearing thin. However it did not seem to be getting any worse. But after approx 26 months there was a sudden difference in the appearance of the patch and a small thread pull appeared. DFS replaced the seat cover for us but as the fabric was out of warranty we had to pay a small contribution towards the replacement. Soon after this we began to notice small thread pulls and seems beginning to split in other areas of the furniture.

As we had taken out the extended warranty with DFS (Guardsman 5 year cover) I made a claim as this type of damage was covered. To my astonishment I was informed my claim was denied because DFS had informed Guardsman that the fabric was prone to unexplained thread pulls due to a known manufacturing fault. The fabric has been discontinued due to the fault.

I have also tried to take my dispute to the Furniture Ombudsman but DFS are now denying there is a manufacturing fault. Therefore the ombudsman has also refused my claim. 

Bearing in mind you would usually expect furniture of this type to last 8 to 10 years and bearing in mind I have no pets or children at home, to cause excessive wear, am now left with deteriorating furniture. 

Has anybody else suffered a similar experience with DFS or Guardsman?

pinkshoes

Tuttmeister said:

As we had taken out the extended warranty with DFS (Guardsman 5 year cover) I made a claim as this type of damage was covered. To my astonishment I was informed my claim was denied because DFS had informed Guardsman that the fabric was prone to unexplained thread pulls due to a known manufacturing fault. The fabric has been discontinued due to the fault.

Do you have this in writing? If you do, then I would be going back to DFS stating that you were sold a product that was inherently faulty, they admit in writing it was faulty and have discontinued it due to the fabric fault, therefore you are seeking a solution under the Consumer Rights Act for either a replacement, repair or (partial) refund.

If you don't have it in writing, then get it in writing. As it is over 6 months old it is up to you to prove that it was inherently faulty.

Grumpy_chap

Tuttmeister said:

As we had taken out the extended warranty with DFS (Guardsman 5 year cover) I made a claim as this type of damage was covered. To my astonishment I was informed my claim was denied because DFS had informed Guardsman that the fabric was prone to unexplained thread pulls due to a known manufacturing fault. The fabric has been discontinued due to the fault.

I have also tried to take my dispute to the Furniture Ombudsman but DFS are now denying there is a manufacturing fault. Therefore the ombudsman has also refused my claim. 

would usually expect furniture of this type to last 8 to 10 years 

It seems as though DFS are giving a different tale to the Furniture Ombudsman and to Guardsman.

Do you have either (or both) of these statements in writing? - they can't both be true. 

• If it is NOT a manufacturing fault, then the insurance cover (Guardsman) should cover the issue. 
• If it IS a manufacturing fault, then the manufacturer (DFS) should cover the issue.

Certainly worth trying to get one or other of these statements in writing and that will steer your next course of action.

It is actually quite odd that DFS are not resolving this with an amicable approach. 
The OP acknowledges the life-expectancy around 10 years and the sofa now approaching 3 years, so any claim would be subject to a contribution to reflect the value-to-date which is around 1/3rd of the retail value (actual retail value after the discounts etc, not the "never-paid" list price).  
DFS could quite likely supply the OP with a replacement sofa for a contribution of 1/3rd current store price - that would be sufficient for DFS to cover their "raw" unit costs for the sofa and the OP would have a fair deal and be kept as a happy customer.  Seems, to me, like a win-win outcome...

Tuttmeister

Hi and thank you for your responses to my tale of DFS woe. 

I have copied 2 excerts from the correspondence with Guardsman below. This is the only evidence I have in writing. 

23/07/2021 04:29:32 PM Megan xxxxxxx 2021/02/852878 From: Megan xxxxxxx

Sent: 23 July 2021 16:29

To: 'mark.xxxxx@txxxxxxx.net

Subject: Guardsman - 852878

Good Afternoon Mr XXXX

Thank you for your call earlier today.

As per our phone call earlier today Guardsman were informed to contact DFS with any furniture claims for the model "toulon" where the fabric has loose thread pulls, plucks and loose threads that have just happened.

This is what we have done for your claim. We had emailed DFS on 9th March 2021. If you have any other questions please do let us know.

22/03/2021 10:19:22 AM Dylan XXXX 2021/02/852878

Cons called to adv DFS have told him to come to us I adv this is a manu fault and not something we deal with and to go back to DFS - cons understood

Also the the full text of my contact with Guardsman was sent to the ombudsman as evidence. They replied saying that this evidence cannot be accepted! 

I do not have any written confirmation of the case information DFS have sent to the ombudsman. Am I entitled to ask the ombudsman for this correspondence?

Thank you all