DFS sofa damaged on delivery and leather issues.

Borgy

I went to DFS and spent time talking about what sofa to buy in Feb 2024, I like the corner sofa in Ivory, very large, electric seats, 1 heated, usb, cup holder, at £3300. But as we have kids 9 year old the youngest did not want it damaged quickly, so they sold me the 5 year insurance.
I received the sofa in May and within hours noticed a small hole in the seat, like a pin hole, if stand away would not notice it, so contacted the store the next day, they wanted photos and said will arrange someone to come out, and repair it!! So I said this was sent damaged I would like a replacement or that section replaced but they would not accept and waited 3mths for someone to visit, they then made it worse with colour match and glue, so waited again and second person did a good repair. After a few months now sofa only 6mth old, little bit of tea fall on seat, I tried to clean but left mark, so now have to make claim on insurance, again wait for visit, he come last mth Feb, 2025 said can not do it, need to spray colour but need daylight so have to come back, he said you have colour stain on end chair, heated chair, which i never seen as the lighting in room is low, but said you are not covered as its wear and tear! But over seats are fine only the heated chair. Now still waiting for the tea stain to be fixed but last night with heater on, was the first time sat and watch some tv, and spent a few hours using that seat and then noticed the back more faded but the seat now with lines going across the seat, so this happened last night, so again made a claim, also issues with leather now stretched leaves ripples, which they used foam to fill and heat gun.
The heated chair is the worse part, and looks terrible, faded colour, seat marks, leather not stretched, and only 9mth old. With ongoing complaints.

TadleyBaggie

Wall of text. Break into paragraphs and you might get some responses. 

Borgy

I see, thought the forum was to help with any questions not to reply with English session!

Devongardener

Borgy said:

I see, thought the forum was to help with any questions not to reply with English session!

It is but a block of unbroken text make it harder to read and get point you are making.

Ayr_Rage

@borgy what resolution are you looking for?

It would seem pretty obvious that a heated seat is going to age differently to the rest of the sofa.

rob7475

Can you add any photo's showing the whole sofa and close ups of they parts you think are faulty?

A sofa will show wear and tear though, especially in a family home where it will get a lot of use. The wear and tear clause should be clear in your paperwork for the extended warranty.

Tbh DFS don't sell the best sofa's. The prices are over inflated to allow them to offer 0% finance

Borgy

I will add some more photos when home later, but agree price is higher due to the interest free given over 3 years.

The point was from the day of delivery there were damage to one seat, and really within 24hrs asked them to return it.

I normally use the heated chair, and work long hours so only maybe sit on it a limited time.
But the lines on the seat happened at one time not due to wear and tear, and this was guaranteed because a tech came from the extended warranty company to try sort the small tea stain on the same seat which was only 2 weeks ago, and those marks were not there or he would have said, he checked and said just a small area to re-sprat colour. 

twopenny

Are the lines from pressure of resting on the heating elements?