DFS sofa return

Hstephuk

Hi I went instore in January & purchased a sofa in a colour called natural, it was a beige / cream colour. I paid via credit card in full & took out 5yr warranty too. Well, it arrived today, it's grey! The delivery guys also agreed it was grey. 1 of the reasons for changing sofa was the colour as changing colour scheme & my old sofa was grey. It's the valetta & upon reading reviews, seems someone else has had same issue. I've emailed them with photos of display & the 1 delivered today. I've since read dfs are a nightmare with returns. To be honest, the material looks like it'll pill v soon & it'll get loose as I sat on for few minutes & can already see it wrinkling. Obviously, I'll await a reply from dfs but upon reading other reviews, I don't think they'll help. As I ordered in store, paying via credit card in January (taken 4mths to receive it) what are my rights please? I'll try attach showroom photo I took & the sofa I received today if I can. Thank you in advance for any helpful advice ps, it looked grey outside in natural light upon delivery & tonight in false lights like the 1 on display.

Silver_Shark

You have a 30 day right to reject and legally entitled to a full refund as the sofa does not match the description or model at time of purchase. Dealing with DFS is another matter but put in writing that you are rejecting the sofa under the Consumer Rights Act 2015 and keep a record of all communications with them.

pinkshoes

That's definitely grey!

Why didn't you reject it at the point of delivery if it was the wrong colour?

As you're rejecting it then you need to make sure you don't use it!

Have you given them a time frame to reply by?

Aylesbury_Duck

Photos can be misleading, but the difference here looks obvious.

Tell them you are rejecting it as advised above. It's a pity you didn't reject it upon delivery, it would have made things easier.

Exodi

I'd take much better pictures, as you have one with downlights pointing on the sofa and one taken in the dark, which can make a big difference in perception (for example, see below Adelson's example highlighting the context-dependent nature of human colour perception - A & B are the exact same colour).

I'd also consider that you have the sofa on a grey (?) floor, with dark grey curtains. By comparison, the DFS sofa is set against a natural coloured wall with a natural coloured rug with (likely warm) white downlights pointing at it.

What do you mean by "it looked grey outside in natural light upon delivery & tonight in false lights like the 1 on display.", is that to suggest if you put the lights on it looks the same as the one in DFS?

Also sorry to be captain hindsight but you say "Well, it arrived today, it's grey! The delivery guys also agreed it was grey", if you noticed it was incorrect while the delivery guys were unloading it, ideally you should have rejected it then.

Do they still have the sofa on display in DFS? Is there any part that is easily detachable (e.g. seat cover) so you can physically take it in to confirm once and for all?

Hstephuk

Thank you for confirming also, you agree it's grey. Argh I never thought, I wish could turn back time now! I was excited as I'd waited 4 months, also, I was out the way as the dog was going crazy so left them to it. Worried I'd have nothing to sit on & they told me didn't work for dfs, they just delivered for lots of companies so wasn't aware I could, I just thought I'd sort it with dfs. I haven't given any time etc I just sent email with photos & said its grey. If they reply today with I'm assuming an unsatisfactory response, I'll reply rejecting sofa under consumer rights act. Give them, what 7 days to collect? I'll not use it & inform them of this. Their website says as its made for you there's no return, but I'd argue it's not as described, although, I guarantee they'll say it's the light… if I'm getting nowhere, will my credit card help as it was purchased 20 January so been a while? Thank you

Exodi

Hstephuk

I'd argue it's not as described, although, I guarantee they'll say it's the light

Indeed, which is why you should proactively take better pictures with similar lighting.

If it's the case you don't want to as "in false lights [it looks] like the 1 on display" then I'd be minded to agree with them - as it would indicate it's the same sofa, just perceived differently with the lights off in a grey living room.

Easier still would be if you could take a seat cover off or something and take to physically compare with the display one.

Hstephuk

https://forums.moneysavingexpert.com/discussion/comment/81989719#Comment_81989719

Sorry, what I mean is it looked grey outside & in my living room, the photos are in the day, I put the lamps on last night like in dfs, artificial light & still grey. I'll take photos tonight. See comment above regarding rejection to delivery company. I don't have any curtains, they're white blinds with a charcoal roman blind higher up. Thank you I'll take further photos in artificial light tonight too.

Exodi

Perfect, for what it's worth, I also think it looks grey and they've given you the wrong sofa (and the beige dog bed next to it highlights that), I just intended to prepare you for the inevitable challenges from DFS.

Alderbank

https://forums.moneysavingexpert.com/discussion/comment/81989735#Comment_81989735

…Easier still would be if you could take a seat cover off or something and take to physically compare with the display one…

DFS say the Valetta range is available in 4 materials and 44 different colours, so a mistake doesn't seem impossible.

The arms, seat covers and other bits don't look detachable to me. However what DFS certainly do have is books of sample swatches of the actual fabrics their factory uses.

You need to go back to the shop, confirm that the shop sofa is indeed covered in Riviera fabric 'Natural' colour, then borrow the swatches book and confirm that your sofa is not that fabric.

That is clear evidence which would be difficult to challenge, unlike your photos taken under dramatically different lighting conditions.

Silver_Shark

The long wait for delivery is because the sofas are shipped from China so not specially made for you. I can almost guarantee you will have problems having the sofa collected and full refund given, saying this as I have had my own experience with them and damaged sofas. If you do encounter problems then call your credit card provider and state you wish to make a claim under Section 75 of the Consumer Credit Act, they are jointly liable with the retailer so it's important to keep all your evidence.