DFS SOFA ON CREDIT

minxster

First of all, apologies if this is posted in the wrong place - its my first post.
We bought an electric reclining DFS sofa on credit.
Within 6 months one side sagged and leaned to one side so I complained to DFS and after 3 months of getting nowhere I involved the furniture ombudsmen.
DFS said I would have to wait for the amount of time it takes to build the sofa plus 4 weeks, though someone did eventually come out after about 14 weeks.
He said the cushions have failed but did nothing.....a second man came out and added more foam...but it was still leaning over,.....the 3rd man who came out said it was sagging b/c the second guy didnt re attach my seat part, but did not fix the issue.....the 4th man who came out said there is no fault with the sofa its because I am sitting on it a lot, and not sitting in the seat area square on plus module furniture does this.
My husband is a lot bigger than me, and his side of the sofa is fine but mine looks like its coming away from the rest of the sofa.
Eighteen months on and we are still making payments monthly to the finance company, my side is still all cockeyed and leaning over to one side.
DFS say there is no fault.
Who is my argument with as the credit people own the sofa but the warranty and problem is with DFS.
I first reported the problem 6 months after we got it......have also taken a few photos showing just how much is leans away from the rest of the sofa.

km1500

since you have bought it on credit then you can make a section 75 claim against the finance company as long as they accept that you are within their time limits

tightauldgit

I believe that technically it's both. You can try to enforce your consumer rights with DFS and/or make a claim with the finance company. I'm not really familiar with the ins and outs of section 75 so I don't know how far it will progress if DFS are denying a fault with the item though. 

Did you get any outcome with the ombudsman?

PHK

I'm not a consumer rights expert but I do know furniture. It's true that with any recliner if you don't sit on the seat but lean or rest to one side (eg with feet up to the side, or leaning over to access a low table) then the mechanism will also lean because its not designed to withstand sideways force.  They can also be bent by getting on and off the recliner with it reclined. 

From reading this site you'd need to prove there is a fault and not that it's been used as above. I think getting an Independent report would be one way to  do that but bear in mind they might say it's the way it's used.

HillStreetBlues

minxster said:

Within 6 months one side sagged and leaned to one side so I complained to DFS

When did you buy and then inform DFS?
Makes such a bit difference, so if you have dates that would be good.

minxster

I first reported the fault about 20 weeks after delivery. I tried within 2 months of delivery but they were not answering their phone, the live chat was not working and nobody was replying to emails.
The outcome of the ombudsmen compliant was closed as DFS said it was repaired. I have now contacted the finance company who say they will help us resolve this.
I never used to lean to one side when I was sat on it, or lean over to access a low table ( no tables ) but now I have to bolster the left side with a scatter cushion or I am tilting over and its aggravating my back.
I never get up off the sofa while its in the reclining position because i am too short and have to put the sofa back in normal position, the mechanism has not moved or bent according to DFS,  its the whole seat that is moving away from the middle part of the sofa. You can see it when you walk into the room and I have taken photos to show.
Fingers crossed the finance company will be able to offer a compromise, thanks to you all for your various input.