Received Faulty Foot Stool from DFS, Need to know my rights

nouman_login

Hi 
few months back me and my wife went to DFS Oldham branch, we spoke with one of the staff there. After taking measurements from me, he advised one sofa fit for according to our measurements and which were liking. When order was delivered it was fully covered with packaging. Installer checked the area and explained that sofa cannot by fit there due to bit bigger size. Then I asked him to stop opening sofas and stool. After I made a call to DFS and told them that sofa size is bigger so I do not want this, please take it back and refund. They said they cannot return this just on wrong size, you have taken this and you have to keep this. I explained them that I cannot keep this because your sales person checked all the sizes and confirmed so i bought this. Anyhow they said they will deduct approx 25% and then will take this back.I accepted this offer. They gave me some time that within this time you can return goods back. I think one week or 10 days. In the meantime we made different arrangement of sofas and that arrangement was working. So I told DFS that I am keeping everything so send installer. They send installer. Installer came and fixed the sofas. When he opened stool packaging, stool fabric was broken. He checked and told us that he will inform DFS about this. Also stool legs were not there and he also noted this. On the safe side next day I also made a call to DFS and told about these fault and missings of legs. They said the they will change fabric, I accepted. Then after few months fabric came, because it was getting late so DFS skipped one of my instalment. Now when installer came to fix fabric, she noticed that she has received wrong fabric. She said I will inform branch manager and when new fabric will come she will fix it. She asked me to fix legs of stool I said ok please fix legs. She did. 
In the evening when i went home. I sat on the stool, i heard cracking sound. I checked the crack was near to foot of stool. for foot proper fixing 4 screws were required but installer just applied 2 screws due to that it was weaker so it broke. Now I am asking DFS for return and refund but they are not listening me they are telling  I have just 3 days to get this fixed. 
Please can you tell me what are my rights, and where can i go to get justice. Because this is not fair with me they have taken my many months and gave me broken product but no listening me now.

Please guide me
Thanks
Nouman

Alderbank

nouman_login said:

Hi 
few months back me and my wife went to DFS Oldham branch, we spoke with one of the staff there. After taking measurements from me, he advised one sofa fit for according to our measurements and which were liking. When order was delivered it was fully covered with packaging. Installer checked the area and explained that sofa cannot by fit there due to bit bigger size. Then I asked him to stop opening sofas and stool. After I made a call to DFS and told them that sofa size is bigger so I do not want this, please take it back and refund. They said they cannot return this just on wrong size, you have taken this and you have to keep this. I explained them that I cannot keep this because your sales person checked all the sizes and confirmed so i bought this. Anyhow they said they will deduct approx 25% and then will take this back.I accepted this offer. They gave me some time that within this time you can return goods back. I think one week or 10 days. In the meantime we made different arrangement of sofas and that arrangement was working. So I told DFS that I am keeping everything so send installer. They send installer. Installer came and fixed the sofas. When he opened stool packaging, stool fabric was broken. He checked and told us that he will inform DFS about this. Also stool legs were not there and he also noted this. On the safe side next day I also made a call to DFS and told about these fault and missings of legs. They said the they will change fabric, I accepted. Then after few months fabric came, because it was getting late so DFS skipped one of my instalment. Now when installer came to fix fabric, she noticed that she has received wrong fabric. She said I will inform branch manager and when new fabric will come she will fix it. She asked me to fix legs of stool I said ok please fix legs. She did. 
In the evening when i went home. I sat on the stool, i heard cracking sound. I checked the crack was near to foot of stool. for foot proper fixing 4 screws were required but installer just applied 2 screws due to that it was weaker so it broke. Now I am asking DFS for return and refund but they are not listening me they are telling  I have just 3 days to get this fixed. 
Please can you tell me what are my rights, and where can i go to get justice. Because this is not fair with me they have taken my many months and gave me broken product but no listening me now.

Please guide me
Thanks
Nouman

Welcome to the forum.

You generously gave DFS several opportunities to fix the problems with the stool but they have been unsuccessful.
Under the Consumer Rights Act 2015 they have one opportunity to fix, which they have had, so you are now entitled to request a refund for the stool if that is what you want. Alternatively, since you probably want a matching stool, you could ask them to replace the broken stool with a perfect one.

You might be able to argue that you bought the sofas and stool as one matching set so you require the whole batch of furniture to be taken back and refunded.

nouman_login

Thank you for explaining.
But I am okay with Sofas, I want to keep them but I am not happy with foot stool because it has cracked and I don't want to keep a broken one. As they are not listening me, can you advise where should i go or who can help me to get this resolve.

Thank you

Alderbank

The Oldham branch are just messing you about.

I think it's now time for you to write to DFS head Office, briefly explaining what has happened and setting out what you want and what you expect from them.
If you post your draft letter here (no names please!) we have experienced posters who will advise you on the wording.

As an alternative route you might be able to make a claim through your bank if DFS remain unhelpful. How did you pay (debit card, credit card)?

TELLIT01

If the footstool was damaged when it arrived they need to replace it, assuming the fault was reported at the time of delivery or shortly after.  If the problem was noticed weeks after receipt it could be argued by DFS that the damage was done in the home.

eskbanker

TELLIT01 said:

If the footstool was damaged when it arrived they need to replace it, assuming the fault was reported at the time of delivery or shortly after.  If the problem was noticed weeks after receipt it could be argued by DFS that the damage was done in the home.

OP is asserting that the installer failed to assemble it properly, by only using two screws instead of four:

nouman_login said:

Now when installer came to fix fabric, she noticed that she has received wrong fabric. She said I will inform branch manager and when new fabric will come she will fix it. She asked me to fix legs of stool I said ok please fix legs. She did. 
In the evening when i went home. I sat on the stool, i heard cracking sound. I checked the crack was near to foot of stool. for foot proper fixing 4 screws were required but installer just applied 2 screws due to that it was weaker so it broke.

cannugec5

Just being Devils Advocate here. 

Might the shop argue that a foot stool is designed for resting one’s feet and not meant to take a full adult body weight? ( I’m assuming the OP is an adult ). 

nouman_login

Hi Please can you advise please that on which places I can report. 

Thanks
Nouman

Aylesbury_Duck

nouman_login said:

Hi Please can you advise please that on which places I can report. 

Thanks
Nouman

DFS's head office.

eskbanker

nouman_login said:

Hi Please can you advise please that on which places I can report. 

Thanks
Nouman

The above answer echoes what you were already told yesterday, when you were also asked about how you paid, as this may open up possibilities:

Alderbank said:

The Oldham branch are just messing you about.

I think it's now time for you to write to DFS head Office, briefly explaining what has happened and setting out what you want and what you expect from them.
If you post your draft letter here (no names please!) we have experienced posters who will advise you on the wording.

As an alternative route you might be able to make a claim through your bank if DFS remain unhelpful. How did you pay (debit card, credit card)?

Does your original reference to DFS 'skipping instalments' signify that you have a regulated financing arrangement of some sort, which again may open up the potential to invoke section 75 of the Consumer Credit Act 1974?

Beyond that, you'd be looking at court action if you're seeking financial recompense.

Alderbank

DFS's registered address is 

DFS Furniture PLC

1 Rockingham Way

Redhouse Interchange

Adwick Le Street

Doncaster

DN6 7NA