DFS Sofa – Refund Refused Within 30 Days? Need Help

SidewalkEnforcer

Hi all,

I bought a sofa from DFS, delivered on 29th May 2025, and I’ve already had problems. It’s just not holding up. After only a few days, it started showing bottom indentations, the arms were going flat, and it generally didn’t look like a brand-new sofa at all.

I went into the store 4 days later (1st June) and spoke to the assistant manager. I told him the sofa didn’t seem durable and looked saggy already. He basically fobbed me off and said it might be because of the way it was packed or stacked for delivery, and to come back after 8 weeks if I was still worried. At the time I didn’t think much of it — but now I realise they may have said that just to push me past my 30-day right to reject under the Consumer Rights Act.

Today is 24th June (so day 27) and I went back again — this time I asked for a refund, clearly and politely, under my right to reject. I also showed photos and a video of the problems, including a loud squeaking noise the sofa has started making. But the store manager wouldn’t log the refund request, only noted that I had “concerns” and said they’ll send someone to inspect it next week. He talked about maybe repairing or replacing it — but avoided saying anything about a refund.

I’ve now sent a formal email to the store and also submitted it through DFS’s website contact form (as the main customer service email on the receipt bounced back). I made sure to mention that I’m requesting a refund within the 30-day period due to quality issues.

The sofa was just under £2,000 for a 2-seater and 3-seater, and honestly, I expected it to last years before showing any signs of sagging — not just days. The one in the showroom looked perfect. I feel like I’ve been misled and ignored so far.

I also paid in full using my credit card — would that help me if I need to go down the Section 75 route?

Has anyone had anything similar with DFS, or got any advice on what I should do next? I’d really appreciate any tips.

Thanks in advance!

Grumpy_chap

SidewalkEnforcer said:

Hi all,

I bought a sofa from DFS, delivered on 29th May 2025, and I’ve already had problems. It’s just not holding up. After only a few days, it started showing bottom indentations, the arms were going flat, and it generally didn’t look like a brand-new sofa at all.

I went into the store 4 days later (1st June) and spoke to the assistant manager. I told him the sofa didn’t seem durable and looked saggy already. He basically fobbed me off and said it might be because of the way it was packed or stacked for delivery, and to come back after 8 weeks if I was still worried. At the time I didn’t think much of it — but now I realise they may have said that just to push me past my 30-day right to reject under the Consumer Rights Act.

Today is 24th June (so day 27) and I went back again — this time I asked for a refund, clearly and politely, under my right to reject. I also showed photos and a video of the problems, including a loud squeaking noise the sofa has started making. But the store manager wouldn’t log the refund request, only noted that I had “concerns” and said they’ll send someone to inspect it next week. He talked about maybe repairing or replacing it — but avoided saying anything about a refund.

I’ve now sent a formal email to the store and also submitted it through DFS’s website contact form (as the main customer service email on the receipt bounced back). I made sure to mention that I’m requesting a refund within the 30-day period due to quality issues.

The sofa was just under £2,000 for a 2-seater and 3-seater, and honestly, I expected it to last years before showing any signs of sagging — not just days. The one in the showroom looked perfect. I feel like I’ve been misled and ignored so far.

I also paid in full using my credit card — would that help me if I need to go down the Section 75 route?

Has anyone had anything similar with DFS, or got any advice on what I should do next? I’d really appreciate any tips.

Thanks in advance!

The S75 may give you options via the CC if you can demonstrate breach of contract or breach of consumer rights.  Consumer rights include the item being of durable quality.

It may be that "durable quality" has not been failed.
Some sofas have a design that will always show "sinking in" where individuals have sat.  This may vary even for the same general sofa design depending upon the cushion firmness and material choices.

Which DFS sofa is it?

FWIW - you can't really lose anything by letting the DFS representative inspect the sofa at your home.