DFS not honouring 15 year guarantee

MrsBSaver

Before anyone says it : I know you get what you pay for! Basically we bought our sofas in 2017 and they came with a 15 year guarantee on the UPHOLSTERY. The fabric on one of the sofas is now fraying, so I called customer services and they claim the 15 years only covers the frame and springs. According to the English dictionary surely upholstery includes the fabric on the sofa. What are my rights? and has anyone been successful getting DFS to pay for repairs especially as the sofa is only 7 years old

TheSpectator

Do you have a link to the guarantee? 

One I found online specifically only mentions frames and springs.

I would expect a fabric sofa to show signs of wear and tear after 7 years never mind 15

eskbanker

Do you have the guarantee terms from when you bought it?  The current ones are fairly clear about the distinction between 15 years on the structure and 2 years on the coverings (excluding wear and tear):

14) Our DFS Guarantee

This clause sets out the guarantee that is provided in relation to upholstered Products, such as Sofas. Please note that our guarantee does not affect your statutory rights. It excludes accidental damage and wear and tear, and it covers domestic use only.

a) 15 year structural guarantee. DFS provides you with a 15-year structural guarantee from the date of delivery of your Order. You will need proof of purchase in order to use your DFS guarantee and this is your responsibility as purchaser.

b) What our warranty covers. Our 15-year structural guarantee covers your upholstered furniture against manufacturing defects or failures of the frame construction and suspension (springs or webbing). We also cover your furniture for manufacturing defects for 2 years on:

• Leathers
• Fabrics
• Inners
• Stitching
• Recliner mechanisms
• Electrical components such as sound docks or refrigerators

c) What it doesn't cover. The guarantee does not cover your furniture against accidental or deliberate damage or where fabric or leather has been damaged as a result of exposure to chemicals or bio-fluids. Other exclusions include:

• General wear & tear
• Accidental or deliberate misuse
• Failure to maintain the furniture
• Commercial use

https://www.dfs.co.uk/content/terms-and-conditions

DullGreyGuy

MrsBSaver said:

Before anyone says it : I know you get what you pay for! Basically we bought our sofas in 2017 and they came with a 15 year guarantee on the UPHOLSTERY. The fabric on one of the sofas is now fraying, so I called customer services and they claim the 15 years only covers the frame and springs. According to the English dictionary surely upholstery includes the fabric on the sofa. What are my rights? and has anyone been successful getting DFS to pay for repairs especially as the sofa is only 7 years old

You need to find your warranty documentation. Certainly the norm is that the 15 years is just the frame and everything else is much shorter. Need to workout if your memory is mistaken or if you bought an odd product with a different warranty to the normal and they haven't trained more recent staff on this odd product.

caprikid1

Having bought a DFS Sofa you did well to get 7 years !