DFS Sofa – Refund Refused Within 30 Days? Need Help

SidewalkEnforcer

DullGreyGuy 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

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

yup, ths is what i sent them:

Dear [Store Manager's Name / DFS Customer Service],

I am writing to formally notify you that I am exercising my right to reject the sofa delivered to me on 29 May 2025, under the Consumer Rights Act 2015, on the grounds that the product is not of satisfactory quality, not fit for purpose, and not durable.

Within just a few days of delivery, the sofa began to show visible bottom indentations and flattening on the arms. In addition, it has now developed a persistent squeaking noise during use. These issues are, in my view, unacceptable for a product of this nature and price point, and raise clear concerns about its overall build quality and long-term suitability.

I first raised these concerns in person at your store on 1 June 2025, just four days after delivery, and again on 24 June 2025, where I reiterated that I am seeking a refund under my statutory right to reject within 30 days. However, I was advised that a technician would be sent to inspect the sofa, and that a repair or replacement might be offered — but no formal acknowledgement was made of my request for a refund.

To avoid any dispute over the timeline, I am writing now to formally log my request for a full refund under the Consumer Rights Act 2015. Please treat this as notice that I am rejecting the sofa on the basis that it is not of satisfactory quality and not fit for purpose, and that I am asserting my legal right to a refund as I am still well within the 30-day period.

I would be grateful if you could confirm receipt of this email and provide details of the next steps for returning the sofa and processing my refund.

Yours sincerely,

screech_78

As others have advised, the clock stops on you rejecting the sofa once you’ve made them aware. 

They are entitled to inspect the sofa to confirm a fault so they are doing nothing wrong in that respect.

My only advice would be that when writing letters or emails of complaint, that you stop bolding certain words and sentences. As someone who responds to complaints on a daily basis, it’s extremely annoying. I can read perfectly fine; you don’t have to draw my attention to certain words. 

SidewalkEnforcer

screech_78 said:

As others have advised, the clock stops on you rejecting the sofa once you’ve made them aware. 

They are entitled to inspect the sofa to confirm a fault so they are doing nothing wrong in that respect.

My only advice would be that when writing letters or emails of complaint, that you stop bolding certain words and sentences. As someone who responds to complaints on a daily basis, it’s extremely annoying. I can read perfectly fine; you don’t have to draw my attention to certain words. 

Thanks for the advice. Noted for future reference bold!

Silver_Shark

I can tell you about my experience with DFS but it was about six years ago. 

I waited 14 weeks for delivery of two sofas assumed they were shipped from China. One was damaged, both marked and neither the same colour as we chose in store. Rejected for a refund in the first 30 days and they made me wait for a technician who offered to repair the damage but I refused as I'd bought new sofas not refurbished ones. Then the store manager came to my home and offered to refund the cost of the gliders which I refused. I went to the furniture ombudsman, waste of time as they are funded by the retailer and they blamed  the damage on the packaging which surely was DFS's responsibility.

As I'd paid in full on a credit card I claimed on Section 75 who refused to repay but I can't remember why. I went to the Financial Ombudsman and what  a result the sofas were promptly collected and I had a refund in full straight away.

Prior to that DFS were wanting me to pay some large amount of money for me to return the sofas.

I can tell you it is stressful dealing with DFS but stick to your guns and demand a refund and collection of the sofas as is your right.

SidewalkEnforcer

Silver_Shark said:

I can tell you about my experience with DFS but it was about six years ago. 

I waited 14 weeks for delivery of two sofas assumed they were shipped from China. One was damaged, both marked and neither the same colour as we chose in store. Rejected for a refund in the first 30 days and they made me wait for a technician who offered to repair the damage but I refused as I'd bought new sofas not refurbished ones. Then the store manager came to my home and offered to refund the cost of the gliders which I refused. I went to the furniture ombudsman, waste of time as they are funded by the retailer and they blamed  the damage on the packaging which surely was DFS's responsibility.

As I'd paid in full on a credit card I claimed on Section 75 who refused to repay but I can't remember why. I went to the Financial Ombudsman and what  a result the sofas were promptly collected and I had a refund in full straight away.

Prior to that DFS were wanting me to pay some large amount of money for me to return the sofas.

I can tell you it is stressful dealing with DFS but stick to your guns and demand a refund and collection of the sofas as is your right.

That's the feeling I'm getting with dfs....

When I purchased, the said I couldn't cancel as the sofa would be custom made and hence no right to cancel order... low and behold 2 days later sms saying we want to deliver!!!  How is that custom made OR made per order??? I knew right then I was going to have issues.

Looking like the consumer rights act is just cods wallop. What's the point of having a right to reject if you cannot use or it? And no, it's not a case of it changed my mind, but genuinely having issues with it as described.

Will stick to my guns as I'm not paying £2 for a sofa that's not fit for purpose not in a habit of throwing money down the toilet!!

caprikid1

DFS are just a finance company pedalling low quality furniture. They know its CR*P , they are no better than parking ticket companies, unless you know your rights and stick to your guns they will rob you.

Shocking company.

powerful_Rogue

Personally never had an issue with DFS and purchased from there quite a few times over the years.

SidewalkEnforcer

caprikid1 said:

DFS are just a finance company pedalling low quality furniture. They know its CR*P , they are no better than parking ticket companies, unless you know your rights and stick to your guns they will rob you.

Shocking company.

Yup, that what sums up my experience so far 😕

SidewalkEnforcer

an update on my issue.

I had the service technician visit 2 weeks ago. Nice enough guy and said he would write down what i told him in his report thats sofas not as firm as what we were expecting hence the bottom impressions. BUT As i suspected he said there was no manufacturing fault and that its normal to 'punch and plump' the cushions every night and that they do lose 15-25% of their firmness when delivered! I did explain that the cushions were not as firm as i expected like the ones in the store and due to that they result in bottom impressions. he said it was normal.... Regarding the squeak, he just sprayed it with wd40! i did say it was the frame but he said its the cushion springs... squeak is still there. maybe squeak isnt the right word 🤔 when you sit on it its like the frame creaks/squeaks...

Anyway, waited 7 days, emailed the store directly to get an update and the service guys report and asked for a decision. Not a peep. all silent. I don't want to pop in OR call as there's no trail then. they say one thing o your face and do something else. Emailed the customer support department saying id emailed them and haven't heard anything...

Whilst i have been waiting i called CAB and they basically said wait for a reply and if im not happy ask if the are ADR members and then go through that dispute resolution... my minds telling as per all other similar posts and the many reviews of DFS that the ADR will just go in their favour as they are funded by them and other sofa companies.

I guess at that point it will be going to court time 🤔

I also spoke to an independent inspector. Basically said that DFS should have done a report using a 3rd party, arbis or something like that its called and they shouldn't have sent out the service guy as that's not for reporting. Told me DFS are know for bad sofas and that he can do me a report for £££ amount which can be used to get my money back if it goes court but in his experience it rarely gets that far. A bit sceptical about that as the report isn't cheap, nearly 25% cost of the sofa!

Not having any luck here. stuck with a sub standard sofa, luckily i still have the old one BUT there's no room to move in my front room with both.

Stuck in limbo land ATM and don't really know what to do...

born_again

TNH, if you go to court you will need a 3rd party report to back up your case. But check a few to see the cost.


https://www.fhio.org/page/independent-inspection