Dfs return rights - sofa and service issues.

laurenl17

I purchased a sofa from dfs November 2023 and have had a few issues. I’ve just called to see if I can return after being frustrated after service manger appointment and I’ve been told I need to wait for another appointment for a second opinion before starting the process. 

Issues:
when sofa was delivered there was a huge lump in the seat cushion which we were told will even out over time. 

Around Christmas the sofa starting creaking, every time you sit down and move slightly. Really annoying! 

The colour - I called before purchasing to see if I could get a real picture of the colour, all showrooms didn’t have swatched for this shade but I was told it was just like the website. I was expecting a greige colour but it’s a cream/ beige. 

Reported the issues 2nd Jan. service manager appointment was 13th Feb. I was told because sofa is long it will creek? Bump can be sorted but someone else has to come out or get a quote for upgrade interior. 

So quite a pointless appointment. 

My follow up call was someone just calling me with upgrade costs nothing about fixing the issues I’ve had.

So I had to send a complaint email which I was then told I’ll have to wait for 13th March for a more experienced service manager and the first one must be wrong. 

This sofa was £1,579 and we got the armchair too so spent over £2,000. 

The quality isn’t great, service not either so I just want to return. 

What are my rights if the second service manger can fix it?

thanks in advance. 

Aylesbury_Duck

If there's a fault that can't be fixed, I think you can return it.

However, expect them to push back.  I suspect the bump can be fixed by re-filling the cushion.  The creaking will almost certainly just require bolts tightening.  The colour is not a fault and sounds like a subjective matter.  It's impossibly to exactly replicate a real colour on-screen, because there are too many variables - the screen settings on the device you're viewing it on, for example, the lighting in the photo setting, etc.  The time to reject an online order on the basis it wasn't the colour you wanted was within 14 days of delivery.  That's partly what the appropriate regulations allow for - that you hadn't seen the item in a store to be able to see the colour for yourself.  So it comes down to the bump and creaks and whether both can be fixed.