DFS Faulty Sofa

EmmaD76

I purchased a 3 seater from DFS that was delivered late December 2022.
I first reported a fault at the start of June 2023, within 6 months of purchase. It developed a fault early on. They have been out 4 times to fix it. It still has the fault. The manager of the store is now telling me he has to call out to look at it. Am I entitled to a refund or exchange at this stage. I've been more than patient. And £1500 is alot if money for one 3 seater sofa.

the_lunatic_is_in_my_head

Hello OP

Regarding an exchange you can express a preference however if DSF were to state a replacement was disproportionate to a repair then you can't force a replacement.

However the retailer only gets 1 attempt to repair (or replace) so you can reject the sofa rather than have another repair. 

As it's now past 6 months DFS can reduce the refund to account for usage*, with something like a sofa that would likely be lifespan vs time since delivery, their first offer is likely to be low, always worth haggling. You might get more if you agree to store credit but understand you might not want the next sofa from DFS  

*The refund deduction is based upon the time you exercise the final right to reject (ask for a refund) rather than when first reporting the fault. Technically they could ask you to prove a fault so I would let them come to look and when they say they'll repair jump in with requesting the refund. 

The visits very likely designed to fob you off or get you to keep accepting repairs as that is the cheapest option for a sofa company, you might have to be politely firm in insisting on your right to the final right to reject. 

EmmaD76

Thanks for your reply. 
So I have the right to reject to try to repair again and ask for a refund?

EmmaD76

This will be about their 5th or 6th visit. And every email I send to their help desk is answered by the local store. Same each time, we will come out to repair.

screech_78

EmmaD76 said:

Thanks for your reply. 
So I have the right to reject to try to repair again and ask for a refund?

Yes you have the right to reject for a refund now. However as lunatic has pointed out it wouldn’t be a full refund. They can deduct for usage.