DFS sofa fault and repair saga

Haveaquestionaboutenergy

@Manxman_in_exile thank you for this. This was super helpful and I've gone with a version of yours making a point about consistency from the original complaint.

@cymruchris thanks for a boost of support.

I'll let you know there response.

Haveaquestionaboutenergy

I wanted to give you an update @Manxman_in_exile @cymruchris

I made my position clear to DFS via email. They were very persistent in trying to call me to book a further service visit. They wouldn't respond via email again (despite multiple requests). I threatened to take the complaint to the Ombusdman but they wouldn't engage with me about a refund.

I finally filled out a complaint with the Ombudsman https://portal.fhio.org/. The process was very quick and I attached photos of the frame and the email correspondence. They confirmed the details very quickly and thenn asked DFS for their response. DFS responded by confirming that they will cancel the order and give a full refund. The whole thing from initial complaint to the Ombudsman and being offered a refund was less than 10 days.

Thanks for the support and a win for me.

Now I just need to buy another sofa.

PatrickDundalli

So here's the story. I got a DFS sofa in August 2016 and it was great. It was firm enough to sit on and comfortable, but not so soft that my back would sink into it. The leather felt great and all the cushions were comfortable, even after sleeping on them for a week straight.

redped

PatrickDundalli said:

So here's the story. I got a DFS sofa in August 2016 and it was great. It was firm enough to sit on and comfortable, but not so soft that my back would sink into it. The leather felt great and all the cushions were comfortable, even after sleeping on them for a week straight.

So you decided to create an account today and reply to a month-old thread, just to tell us that???  Which branch of DFS do you work in?

shizzo2083

DO NOT ACCEPT ANY FURTHER REPAIRS, DEMAND A REFUND. It's within your consumer rights to do so and they can' refuse. If you keep it for more repairs and there is still an issue, you will be charged usage if you go for a refund later. I am having ongoing issues with DFS regarding failed foam in a sofa and this has been from July 2021 and it's still not resolved. Fault found after 4 weeks. Three repairs, fault still there and sofa just under two years old. They want £415 usage fees before they uplift and cancel my finance contract and issue a refund. 

Alderbank

PatrickDundalli said:

So here's the story. I got a DFS sofa in August 2016 and it was great. It was firm enough to sit on and comfortable, but not so soft that my back would sink into it. The leather felt great and all the cushions were comfortable, even after sleeping on them for a week straight.

Welcome to the forum Patrick and I am delighted to hear that you slept for a week straight on your new sofa.

However that has nothing at all to do with consumer rights.
We have different pages for different issues. Your post would have been better in 'Praise, vent and warnings'. It is quite unusual to get any praise for DFS.

sheramber

Alderbank said:

PatrickDundalli said:

So here's the story. I got a DFS sofa in August 2016 and it was great. It was firm enough to sit on and comfortable, but not so soft that my back would sink into it. The leather felt great and all the cushions were comfortable, even after sleeping on them for a week straight.

Welcome to the forum Patrick and I am delighted to hear that you slept for a week straight on your new sofa.

However that has nothing at all to do with consumer rights.
We have different pages for different issues. Your post would have been better in 'Praise, vent and warnings'. It is quite unusual to get any praise for DFS.

And you are replying to post from November 2022.

sheramber

shizzo2083 said:

DO NOT ACCEPT ANY FURTHER REPAIRS, DEMAND A REFUND. It's within your consumer rights to do so and they can' refuse. If you keep it for more repairs and there is still an issue, you will be charged usage if you go for a refund later. I am having ongoing issues with DFS regarding failed foam in a sofa and this has been from July 2021 and it's still not resolved. Fault found after 4 weeks. Three repairs, fault still there and sofa just under two years old. They want £415 usage fees before they uplift and cancel my finance contract and issue a refund. 

If you had the thread you would know that the OP had had his money refunded.