DFS Failure to Repair New Sofa - Can I request a partial refund?

Carpexd1em

I ordered a £2k ottoman corner sofa from DFS in March, it arrived on the 26th April and I noticed the next day there's a huge crack down the frame in the ottoman, so I reported this to DFS the next day (two days after purchase). 

They didn't get the replacement part to us until 13th July, and we had to store this in our garage until 8th August -when they sent a technician to complete the repair. 

On the day of the repair, the technician unwrapped the new base and noticed that it's even more damaged than the one he's replacing, so took this back with him and reported it to his manager. I reached out to DFS on the same day and they said it's been raised, someone will be in touch after 72 hours. 

Fast forward 96 hours and nothing, so I contact DFS again, who just say another replacement part has been ordered and should be ready mid-september. I express how unhappy I am with all these delays, and knowing i'll have to wait even longer for another technician after that -plus take more days off work to accommodate. They said they'll raise this with the service branch who will be in touch within 3 working days. 

I'd just like some help knowing where I stand with this. Nearly 6 months for a satisfactory sofa feels too long. Would I be entitled to a partial refund? I don't want a full refund as then I will have no sofa, and ordering a full replacement just feels like I'll be waiting even longer and glossing over the issues in between? 

eskbanker

If the sofa is ultimately repaired to an acceptable standard then I don't believe you have an entitlement to a partial refund as such, but would perhaps have a case for some sort of goodwill gesture to reflect the inconvenience.

Carpexd1em

eskbanker said:

If the sofa is ultimately repaired to an acceptable standard then I don't believe you have an entitlement to a partial refund as such, but would perhaps have a case for some sort of goodwill gesture to reflect the inconvenience.

Completely understand, that's why we aimed for a repair in the first place and were happy with this, but waiting 4 months for a failed repair is our issue. 

Would it not come under 'within a reasonable time and without significant inconvenience to the consumer' and 'A consumer who has the right to a price reduction and the final right to reject may only exercise one (not both), and may only do so in one of these situations - (a)after one repair or one replacement, the goods do not conform to the contract' of the consumer rights act? 

Carpexd1em

Ah looking at that, I can push for the partial refund on this count but it would mean they don't have to then complete the repair. 

It's just a very frustrating process when you spend a large sum of money on something that it broken and have to wait around or accept it.