DFS dodgy Sofa, DFS will not fix nor refund

cs95aam

We purchased a 3 piece leather sofa set, 3,2 and 1 seater from DFS which arrived in May 2024. Paid for by finance. We contacted DFS 3 days afterwards to complain about defects in the 3 seater which has two recliners, defects which related to the padding. It wasn't stuffed correctly. One side had more stuffing than the other. Secondly there was a large gap between the left arm rest and the left recliner. Twice they came and tried to restuff it. Once at the end of May and then two weeks later. The stuffing issue is slightly better but they fobbed us off each time saying that once you use it more the asymmetry and gap will go. Yesterday having had enough we visited the store inspected similar sofas which did not have these issues. One of the staff there recommended another email to customer services demanding an engineer visit and fix the issue. However, today I got a snotty response from the chap that sold us the sofa back in January 2024 that the faults are within tolerance. No response about the engineer visit. Well they aren't within our tolerance and I think he's worried about his commission for a start. Really unhappy at this shoddy service. I also demanded a refund in the same email if they couldn't fix it under my statutory law rights but honestly I've no idea about this.

Very unhappy at being messed around by DFS. Would appreciate any help. Thank you. 

Alderbank

You are correct about your statutory rights.

Write to them and tell them that after their attempts to repair in May and June, the goods still do not conform to the contract. You are therefore rejecting the goods for a full refund according to your rights under s24(5) and s24(10) of the Consumer Rights Act 2015.
Tell them you look forward to receiving your refund within 14 working days and for them to collect the faulty goods as soon as possible.

cs95aam

Alderbank said:

You are correct about your statutory rights.

Write to them and tell them that after their attempts to repair in May and June, the goods still do not conform to the contract. You are therefore rejecting the goods for a full refund according to your rights under s24(5) and s24(10) of the Consumer Rights Act 2015.
Tell them you look forward to receiving your refund within 14 working days and for them to collect the faulty goods as soon as possible.

Thanks for the advice. I appreciate the help. I've just spotted a thread called DFS scams on another board and I'm now thinking we've made a massive mistake and the condition of the sofa and the gap between the recliner and the arm rest will only get worse and I'm not sure DFS will give up without a fight.

the_lunatic_is_in_my_head

Raise an official complaint with the finance company and state you wish to make a Section 75 claim. 

Their official complaints procedure will be listed on their website. 

cs95aam

Alderbank said:

You are correct about your statutory rights.

Write to them and tell them that after their attempts to repair in May and June, the goods still do not conform to the contract. You are therefore rejecting the goods for a full refund according to your rights under s24(5) and s24(10) of the Consumer Rights Act 2015.
Tell them you look forward to receiving your refund within 14 working days and for them to collect the faulty goods as soon as possible.

Is there a way to ask them to provide a replacement of that sofa? I also don't know how long we have until we can ask for a refund or a replacement. Is that 6 months? We don't want to end up with an incomplete suite of sofas. Would this come under a different part of the Consumer Rights Act 2015? They've come back with a response as follows with some photos of some dodgy sofas they apparently have on display. I personally didn't see anything like this in the store or we wouldn't have purchased:

I'm writing this email to you regarding your furniture, we have heard back from our service managers that there is no fault with the furniture, as some of your furniture are motion sofas they will always have some gaps, as per our service managers your sofas are within tolerance levels,  I missed you on your visit to the store but I have attached some pictures of our sofas on display with some gaps and misalignment. 
 
A lot of alignment does usually get better with some time but your ones are under tolerance .

Aylesbury_Duck

cs95aam said:

Alderbank said:

You are correct about your statutory rights.

Write to them and tell them that after their attempts to repair in May and June, the goods still do not conform to the contract. You are therefore rejecting the goods for a full refund according to your rights under s24(5) and s24(10) of the Consumer Rights Act 2015.
Tell them you look forward to receiving your refund within 14 working days and for them to collect the faulty goods as soon as possible.

Is there a way to ask them to provide a replacement of that sofa? I also don't know how long we have until we can ask for a refund or a replacement. Is that 6 months? We don't want to end up with an incomplete suite of sofas. Would this come under a different part of the Consumer Rights Act 2015? They've come back with a response as follows with some photos of some dodgy sofas they apparently have on display. I personally didn't see anything like this in the store or we wouldn't have purchased:

I'm writing this email to you regarding your furniture, we have heard back from our service managers that there is no fault with the furniture, as some of your furniture are motion sofas they will always have some gaps, as per our service managers your sofas are within tolerance levels,  I missed you on your visit to the store but I have attached some pictures of our sofas on display with some gaps and misalignment. 
 
A lot of alignment does usually get better with some time but your ones are under tolerance .

the_lunatic_is_in_my_head said:

Raise an official complaint with the finance company and state you wish to make a Section 75 claim. 

Their official complaints procedure will be listed on their website. 

Why not just do as advised a week ago, above?  You said you now regret buying from DFS, so a S75 claim would get things moving to reverse the whole transaction.