I want a refund from DFS

Ange2306

I purchased a chair and 3 seater sofa with their guardsman kit, delivery and easygliders back in Sept 2021 paid for in full on day of ordering. No problems happy with the service.
Was notified on 16/12/21 my furniture would be delivered on 20/12/21 between 7am and midday and asked to remove my existing furniture before my new was delivered as I hadn’t paid for their removal service. I did this on 19/12 excited for my 1st ever brand new sofa I’m 44 years old and could never afford a brand new one so always had 2nd hand. 20/12 comes and there’s no sign of my furniture. I rang several times to chase to be fobbed off with excuse after excuse. My youngest daughter is disabled and had to spend her time sitting in her adapted trike and eventually having to go to my parents as my home wasn’t meeting her needs. Turns out my delivery was put down initially as a collection so they had no idea where it had gone to, it had been sent to the store and I was expected to collect it. In the end they agreed to deliver it and it was done via a 3rd party on 22/12 @ 18:45. These delivery men didn’t care at all the furniture wasn’t even wrapped up or protected. The furniture was faulty the arms were giving and you could feel it bending as you sat on it, there was no support, the cushions hadn’t been stitched correctly, there was protruding staples which not only ripped the fabric, also cut my dog it was a disaster. I spoke with manager who agreed to a £100 goodwill gesture and new furniture to be sent out to replace. Fast forward 5 months and the new furniture gets delivered. The chair was delivered damaged, fault lines in the fabric, wrong padding in the seat cushions and you guessed it the arms again creak and bend. I’ve had enough they have had my money and don’t care. Can I get a full refund from them ? 

powerful_Rogue

Ange2306 said:

I purchased a chair and 3 seater sofa with their guardsman kit, delivery and easygliders back in Sept 2021 paid for in full on day of ordering. No problems happy with the service.
Was notified on 16/12/21 my furniture would be delivered on 20/12/21 between 7am and midday and asked to remove my existing furniture before my new was delivered as I hadn’t paid for their removal service. I did this on 19/12 excited for my 1st ever brand new sofa I’m 44 years old and could never afford a brand new one so always had 2nd hand. 20/12 comes and there’s no sign of my furniture. I rang several times to chase to be fobbed off with excuse after excuse. My youngest daughter is disabled and had to spend her time sitting in her adapted trike and eventually having to go to my parents as my home wasn’t meeting her needs. Turns out my delivery was put down initially as a collection so they had no idea where it had gone to, it had been sent to the store and I was expected to collect it. In the end they agreed to deliver it and it was done via a 3rd party on 22/12 @ 18:45. These delivery men didn’t care at all the furniture wasn’t even wrapped up or protected. The furniture was faulty the arms were giving and you could feel it bending as you sat on it, there was no support, the cushions hadn’t been stitched correctly, there was protruding staples which not only ripped the fabric, also cut my dog it was a disaster. I spoke with manager who agreed to a £100 goodwill gesture and new furniture to be sent out to replace. Fast forward 5 months and the new furniture gets delivered. The chair was delivered damaged, fault lines in the fabric, wrong padding in the seat cushions and you guessed it the arms again creak and bend. I’ve had enough they have had my money and don’t care. Can I get a full refund from them ? 

Yes.

They have one option to repair/replace. Have you phoned them back up, what did they say?