help needed with dfs please

random456

we ordered a grey suite months ago and when it turned up it was black and the dye is all coming off it. the man in the shop assured us it would be a grey suite and told us it would be non-returnable, but as he guaranteed it would be grey (swatch was grey) it wouldnt matter. well, its jet black and the dye is coming off it. a man came round from dfs and TOLD us we ordered a black one, even showed us a black swatch which was not the one we ordered from. thing is, it's their word against ours now what can we do? I've read there's no point in contacting head office as they just make out it's your fault so should i go direct to trading standards? can someone give me the relevant 'missold' clause from ts as the man in the shop deliberatley tricked us by lying that the suite came in grey when it seems grey was never an option and now they wont take the suite back-help!

Butlers1982

What does it say on your receipt?

also; why did you accept the item if it was the wrong colour?

maninthestreet

As the dye is coming off, it may well end up grey.

blueye

best thing to do from experiance, is to go into the shop and kick up a fuss in front of customers, it got our problem sorted.

have u checked the website to see if they do it in grey?

random456

No, it was for my mom and the man in the shop showed us a grey swatch and guaranteed it would be grey. It was accepted because basically my mom was so upset when it came she ran upstairs and my dad accepted it, I told him he shouldn't have done it. They just phoned and said they cannot find the grey swatch ie they have almost certainly took it from display. My mom has just written an 8 page letter to them and is contacting the office of fair trading in the morning, I have printed off the sale of goods act for them.
Apart from the colour issue you only have to wipe the surface with a dry cloth and all the dye comes off-this is totally unacceptable and dfs refuse to discuss it but what's the use of having a sofa if you can only wear black clothes to sit on it?

Edit-i'll go and ask her for the reciept now

Butlers1982

Tell them that unless they pick it up, you will send for an independant inspector to look at the suite and they will have to cover the costs that you incur.
With things like this you need to write everything down that you do with dates and times etc, then when you take them to the small claims court, you have everything there to present your case

random456

Yes, she's written the lot down, they've told them to come in on Sunday because 'we can't find the swatch'-what a surprise, as if it's going to be there by then. I'd go myself before then and try and get hold of it for proof but it's miles from any bus route.

lindos90

pumpa wrote: »

we ordered a grey suite months ago and when it turned up it was black and the dye is all coming off it.

If this is the case then it sounds 'not fit for purpose' as any clothes you wear and sit down on it would be dyed too!

the man in the shop assured us it would be a grey suite and told us it would be non-returnable,

Im not sure why he had to 'assured you' it would be grey, if you order a grey one it should be grey?!

Also why was it sold as non returnable, was it a second? was it a factory return, or was it because it was made to order?

but as he guaranteed it would be grey (swatch was grey) it wouldnt matter. well, its jet black and the dye is coming off it. a man came round from dfs and TOLD us we ordered a black one,

It should show on the original order form what colour you ordered, it may not say 'grey' its probably one of those fancy names like 'storm grey' or perhaps a colour reference number, the problem may even be that the sales man put the wrong colour on the order form, so thats what was made... then you would have a problem as it would be difficult to prove.

even showed us a black swatch which was not the one we ordered from. thing is, it's their word against ours now what can we do?

If its still a current model, get someone to go in as a customer, and look interested and ask the sales assistant what colours its avaliable in, and hope that they are shown a swatch that includes grey, and ask them to note any numbers/colour names on the back of it, say they may order a grey one but want to think about it, and then leave, then at least you will know for sure.

I've read there's no point in contacting head office as they just make out it's your fault so should i go direct to trading standards? can someone give me the relevant 'missold' clause from ts as the man in the shop deliberatley tricked us by lying that the suite came in grey when it seems grey was never an option and now they wont take the suite back-help!

I have personal experience with DFS, but that was with manufacture faults but they were still VERY difficult to deal with, get your mum to give you the order form, not just a reciept, and cross your fingers it says grey, and if it does photocopy it, do not let them get their hands on the original!!

I will try and put a couple of links here for you, about other DFS experiences on MSE

Thinking about it, even if you had ordered a black suite, should the dye be coming off? I suppose it depends how much is coming off, they probably told you it will settle down with use? Ive heard that one before, when one seat was 2" higher than the other seat on the settee, (the actual internal wooden frame structure was 2" taller on one side of the frame), their response was, we will over stuff the low seat so it looks the same height when you are not sat on it, and try and only sit at the high end of the settee so it eventually beds in and flattens!

Good luck, dont give in, thats what they are banking on!!

lindos90

http://forums.moneysavingexpert.com/showthread.html?t=723919

Have a look at this thread.

They will try and spin it out, mess about sending an upolsterer to 'touch it up, treat it, or what ever they think will put you off persuing for a refund, the longer they spin it out, the less chance you have for a refund, follow the proper trading standard proceedure if you are going down the 'not fit for purpose' route, or get some evidence if you are persuing the 'its not the right colour' route. Being 'faulty' is NOT the same as 'not being what you ordered'
You need to be very clear about this, actually its both!

Also if your parents paid by credit card, or took the buy now pay later option, they credit company can get involved, check details with trading standards.

Ive sent you a PM, read it and get back to me.

lindos90

http://www.dfsonline.co.uk/sofas/leather/zione/159/2113/0/all

Thought this might help, the ad says model shown (Zione) is peacan, but is avaliable in over 60 colours!!

Did the swatch your parents were shown have that much choice? with that many to choose from there is very likely to be a jet black, and a couple of shades of grey!

random456

Thanks, I pm'ed you last night...shame on the website it doesn't list the colours