DFS complaint - faulty chair

AbiGrace94

Hello, 

I ordered new furniture with DFS earlier this year. 

My furniture was delivered to me on the 20th of June and the arm chair was damaged upon delivery. I called customer service and reported this within 20 minutes of the delivery. When I reported it I was told this would be marked as urgent and that a service manager needed to come out and view the chair to decide the next steps. There was then no available appointment with a service manager till the 27th of July. Between the 20th of June and the 27th of July, I had a chair that I had to keep out of the way due to it having sharp staples hanging out of it. The service manager visited on the 27th of July as arranged. It was agreed I would receive a whole new chair due to the levels of faults on the chair (including fabric not being attached/over stretched, frame inside being broken, etc) and that this would be arranged. He also removed the sharp stables and restapled the chair for me. 

However, I then received a text from dfs saying that my spare parts order was with the supplier. However I was expecting a new chair, not just new parts. When I queried this over email, I received a call and was told that it had been agreed (without my consultation) that instead spare parts would be ordered and hand fitted - I was reassured that this would mean the chair would be of a much better quality than anything that comes from the factory so I reluctantly agreed. 

I have been waiting for the spare parts ever since. I received a call on the 10th of October (which I missed due to being at work) and had a voicemail which stated my parts were now in and that someone would soon be in touch to arrange delivery/fitting. I then missed another call due to being at work on the 23rd October and had a voicemail from the DFS branch asking me to return the call. I returned the call and got through to the call centre, and was not passed over to the branch. On the phone the lady advised to me that there was a 5-6 week delay on my parts and that they were not yet in. I queried this and explained I had a voicemail that advised they were in, but this was dismissed and I was told again about the delay. 

Where do I go from here? Are there any consumer rights I can quote to dfs about how they have handled the situation. I want to make a formal complaint and request compensation, but just not sure where I stand. 

Any advice would be really appreciated. 

sheramber

Are you the same poster as JAANZ  poster on Praise , Vent and Warnings forum?

AbiGrace94

No I’m not the same poster! I don’t know what the Praise , Vent and Warnings forum is 

the_lunatic_is_in_my_head

If they are unable to repair within a reasonable time (I think we are past that now) then you have the final right to reject the chair for a full refund.

I appreciate you may not wish to give up the chair, another option would be to see if you can have it repaired independently and seek a price reduction for the cost.