DFS - Finance Warning...

BionicBunny

Hi, Just a warning to anyone taking out finance with DFS Sofas..
DFS partially delivered a suite to us. They then rebooked as half of it was missing. However, a couple of days later they contacted the finance company creation finance and told them the goods were delivered in full! DFS contacted creation the same day they told us they had to rebook...

So now the payments start a month from that date...  We still have not had the remaining part of the sofa!

This seems super dicey, and after reading more reviews online about incorrect or partial deliveries I wonder if this is an accident now.. 

They will be paid out in full by the finance company.. 

The whole thing is a mess with zero customer service from DFS. Luckily the finance company are siding with us, but this whole process is becoming a nightmare...

I wonder what we can do?

Alderbank

BionicBunny said:

Hi, Just a warning to anyone taking out finance with DFS Sofas..
DFS partially delivered a suite to us. They then rebooked as half of it was missing. However, a couple of days later they contacted the finance company creation finance and told them the goods were delivered in full! DFS contacted creation the same day they told us they had to rebook...

So now the payments start a month from that date...  We still have not had the remaining part of the sofa!

This seems super dicey, and after reading more reviews online about incorrect or partial deliveries I wonder if this is an accident now.. 

They will be paid out in full by the finance company.. 

The whole thing is a mess with zero customer service from DFS. Luckily the finance company are siding with us, but this whole process is becoming a nightmare...

I wonder what we can do?

Welcome to the forum.

You say 'I wonder what we can do?' What do you want to achieve?

What does 'the finance company are siding with us' mean?

BionicBunny

Hi, Thanks, The finance company are saying this is wrong they shouldn't have said the goods were there when they arent. 

I wonder if we are entitled to compensation for the delays and also are DFS allowed to falsely claim the goods are there when they are not just so they get paid by the finance company?

Alderbank

It's not too clear, but I think you are saying that DFS delivered what they believed was the complete suite you had ordered but when unloaded from the van a part was found to be missing?

I suspect that when they made the delivery to you that their software sent an automated message that the goods had been delivered to the customer.

When you get the missing part from their supplier you could ask DFS for a goodwill payment because of the mix-up.

BionicBunny

Hi, Thanks, I will clear it up a bit

On the 13th DFS knew the suite was incomplete and missing the other 50%. We knew they knew it was never there, it was obvious.. massive lorry our delivery and 2 chairs and half of ours was missing - you would have noticed. Plus the chap slipped it out.
They promised to call back to resolve the same day, but this wasn't done. Also the 14th was no call despite promises. On the 15th, they called back to say they could complete the delivery on the 27th, which we rejected in favour of the earlier date of the 25th.  At this point, they knew the suite was half-delivered.

On the 15th we checked and noticed the creation 0% finance had not started. On the 16th we checked and the finance was underway. We made a call to Creation and they stated they were under the impression the goods had been delivered by DFS to us on the 15th. They also asked us to contact DFS and alert them this was not the case. Creation was surprised and said the finance agreement should not have started as the goods were not satisfactorily delivered.

On the call to DFS they said they regularly will confirm the goods were fully delivered whether they are or not and even said we have been doing this for 5 years. 

We called back creation and they didn't seem very pleased as DFS has been paid for a half-delivered sofa!

 

Ergates

DFS is a large company with a large number of people working in multiple different departments - not a single consciousness.   In large organisations, it's *very* common for one part to know things that another part doesn't.  So there is no "they knew" - the delivery person knew, the person you spoke to on the phone knew, but clearly the person in the finance department didn't know.

This isn't some conspiracy or scam, it's just a mistake.  An annoying one, but still just a mistake.  Sounds like their system for confirming full delivery isn't very good and is prone to mistakes like this.