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.

SidewalkEnforcer

Grumpy_chap said:

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.

Thanks for the info.

i paid via CC just in case as a fallback should the worst happen...

its the reliance sofa. I was told it would be very firm and hard when we get it and will need a good few months to soften up. however when i got it, its already soft. you only need to sit on it for 10 mins or so and you can see your butt impression and visible ripples. i shouldnt need to be smacking it and using my hands to take ripples out for the next 10 mins to try and get them to dissapear? surley? the one in the store doesnt do that. after a few days mine started oing that, so i popped into the store, sat on that very sofa for 30 mins and it didnt do it! No visible ripples OR butt impressions... Plus its started squeaking!

Just trying to figure out if i am able to enforce my right to reject as i am in the 30 day time frame.... not happy with the sofa at all. no way its going to last the year never mind 5!

So just to clarify also, i am not happy one little bit and I am not entitled to a refund? the consumer rights act and being in the 30 day time frame doesnt apply? even though i specifically expressed my concerns and unhappiness as early as 4 days? and was fobbed off by the instore chap???!

Okell

SidewalkEnforcer said:

...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...

Have a read of s22 of the Consumer Rights Act 2015, especially s22(6).

I would let DFS know that when you initially complained instore and they said:  "Wait - it'll settle down in a couple of months" that you accepted that assurance in good faith, but also that as far as you were concerned they were agreeing to pause the 30 day time window for the short term right to reject.  (ie you were asking for a repair because you thought something was wrong, but you agreed - on the basis of their assurance - to wait for... however long... to see if the situation improved)

It might not work but that's what I'd tell them

SidewalkEnforcer

Okell said:

SidewalkEnforcer said:

...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...

Have a read of s22 of the Consumer Rights Act 2015, especially s22(6).

I would let DFS know that when you initially complained instore and they said:  "Wait - it'll settle down in a couple of months" that you accepted that assurance in good faith, but also that as far as you were concerned they were agreeing to pause the 30 day time window for the short term right to reject.  (ie you were asking for a repair because you thought something was wrong, but you agreed - on the basis of their assurance - to wait for... however long... to see if the situation improved)

It might not work but that's what I'd tell them

Thank you. I'll give that a go if there's any issues although I'm still within the first 30day period...

What I am failing to understand (I've read the consumer rights act but it's a bit to jargon for me) is if/how the right to reject applies to me and my issue. I mean clearly I'm unhappy with the sofa and it has issues. I assumed if that was the case and I could show them pictures/videos then they would refund. Requiring a visit to check the sofa would only be the case after the initial 30 days? I'm hesitant for visit as it's there own technician (or sales guy?) And not an independent! And don't see it being helpful based on previous/other posts where the visit just ended up saying , yea nothings wrong!

sheramber

Could your sofa have a different stuffing to that in the store?

SidewalkEnforcer

sheramber said:

Could your sofa have a different stuffing to that in the store?

That's what it certainly feels like but I have no way of knowing 😕 

Grumpy_chap

SidewalkEnforcer said:

sheramber said:

Could your sofa have a different stuffing to that in the store?

That's what it certainly feels like but I have no way of knowing 😕 

Is the sofa one that can be ordered with different grades of cushion firmness?

SidewalkEnforcer

Grumpy_chap said:

SidewalkEnforcer said:

sheramber said:

Could your sofa have a different stuffing to that in the store?

That's what it certainly feels like but I have no way of knowing 😕 

Is the sofa one that can be ordered with different grades of cushion firmness?

Nope. And the one in the store is firmer and I was told it would be even more firmer when new as its not been used. When I got it... it's softer than the inshore one..

caprikid1

Would never buy DFS again, really poor quality, leather lost its colour , sagged terribly.  Wasn't even suited to give away after a relatively short space of time given what we spent.

Had other leather Sofa's that lasted so long we got bored of them.

They are most likely very skilled at fobbing people off for poor quality , sagging etc.

DullGreyGuy

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

You need to ensure you have informed them that you are rejecting the goods under your short term right to reject the goods in the CRA.

They are entitled to inspect the goods, and it is probably easier that they do that in your home than have them collect it, take it away and then get into a fight over its return if they maintain its not faulty. The clock is stopped on the 30 day period once you've informed them of your rejection so it taking days or weeks to inspect it isnt an issue though technically you shouldn't use them after rejecting them. 

Your bank is likely to want a report on the sofa so probably easier to let the current process play out first