DFS - Where do I stand?

asandwhen

I am having problems with DFS and just want to know where I stand.


I purchased a 2 leather sofa's from DFS in Feb this year we finally got them delivered at the end of May - They looked great and was very pleased with them. We also took out the leather protection cover ( lasts 5 years I think)

After a couple of months we realised that the colour just seemed to be coming off the leather and leaving patches - I phoned DFS and there repair man came out - He did some "work" on them which i believe to be unsatisfactory all he did was spray them with some paint - My sofa's is a nice light tanned colour and this paint was orange - I made a comment at the time and he said oh give it a couple of days and it will be the same colour - It has now been 2 weeks and it just as bad (GREAT BIG ORANGE SPLAT) - My OH called them and was given a hard time by the manager saying "well i guess I will have to come and have a look then" - he then made an appointment for 2 weeks time - Now the patches have got worse the colour coming off and I am gutted - We spent 1600 on these sofa's we got them on 0% for 3 years defered for the first year so we havent even started paying for them yet.

Can I get them to replace them completely? Will the just insist on "painting" the patches? Can I cancel the contact all togather and buy them somewhere else? Should I give this manager a hard time when he comes round eventually? Is there an amount of time that can pass when they can refuse to refund me completely (refund the finance company)? Has anyone else had this problem with them?

Tom_Jones

I would think that you would have to give DFS a 'reasonable' amount of time to try and rectify the defect, see what the manager says when you meet but make sure you put your point of view accross, and if you are still unsatisfied with their attempts to rectify the situation then demand that they are replaced, after all they could be considered 'defective' goods.

scheming_gypsy

asandwhen wrote:

Can I get them to replace them completely? Will the just insist on "painting" the patches? Can I cancel the contact all togather and buy them somewhere else? Should I give this manager a hard time when he comes round eventually? Is there an amount of time that can pass when they can refuse to refund me completely (refund the finance company)? Has anyone else had this problem with them?

Firstly check on what legal rights you have and then wait till the manager comes round and don't give him a hard time. If you were the manager going round to a customers house to be greeted to a tirade of abuse what would you do? i know i wouldn't want to help them.
Wait and see what he says and if it isn't satisfactory start quoting your rights at him. No point getting all worked up before he even gets there

Fran

Have a look at the Trading Standards website to find out your rights. I would be very unhappy with what you've had so far, long delivery time (unless that's normal??), shoddy "repair" work. Also as you've paid extra for the "leather protection cover" - can you claim on that? I would personally try to cancel the contract now unlike the previous 2 posters, you have not got what you (will be) are paying for if the leather colour is going to go into patches after only 3 months. By the time you've paid for them they'll look a right mess. Have a look at the Trading Standards website and phone them on monday, surely this doesn't always happen with leather (or does it?)?

scheming_gypsy

why try and cancel the contract now? hate to have to deal with you, you sound like a right stroppy cow.
The manager might look at it and agree it's out of order and arrange a replacement

derrick

Have a look HERE, and check out the first link, "buying goods from retailers". Goods should be "as described, fit for purpose and of satisfactory quality.
If there is a fault within the first 6 months it is up to the retailer to prove faults where not there at time of purchase,

LittleJo

Hi,
Give shop time to repair or replace goods.
Keep notes on calls and conversations.
If no joy then ....
Then look at Sale of Goods Act - goods are to be of merchantable quality, that is do job that were bought for.
Set Trading Standards on them, I suspect they may know one another.
Jo

CLIVELESTER

We purchased suite from DFS that started to fall to pieces in first few months of ownership. Despite visits from their repairer it needed to be returned to the factory. They informed us they had no temp replacement suites as they were all out on loan (ominous I thought at time). Many weeks later they contacted us to inform suite now ready for delivery. I declined delivery & asked if they expected us all to sit on floor while waiting for repair. They then took legal action against us (their solicitor was amazed at this) & I had to pay £20 monthly for suite I refused to have delivered. After first payment they realised I was adamant & was prepared to pay for a suite I never had & they cancelled further payments. I would suggest you avoid DFS at any cost.

Malestrom

derrick wrote:

If there is a fault within the first 6 months it is up to the retailer to prove faults where not there at time of purchase,

You need to be careful here, as the goods were ordered in Feb your six months will probably have started from then, rather than the date of delivery. Personally, I would reject the goods immediately and inform both DFS and the finance company in writing. These sofa's were obviously not of merchantable quality and were/are not fit for the intended purpose. Why wait another couple of weeks for the manager to show, then another couple while he sorts something out and then maybe 4 months to have another pair delivered which could also fall apart in 2-3 months? Would you even consider having these repaired considering the fault is in the leather? I certainly wouldn't!

As advised, also talk to Trading Standards to confirm that you are still able to reject the goods and for more advice.

If the manager was really interested in your case he wouldn't be booking an appointment for two weeks time - he's had his chance.

Fran

Malestrom wrote:

You need to be careful here, as the goods were ordered in Feb your six months will probably have started from then, rather than the date of delivery.

You should check this with Trading Standards; the Sale of Goods Act (amended) was amended again in 2002 and I seem to remember that the six months begins from when the goods are delivered.

Check the info on the Trading Standards website and their leaflets about your rights when buying goods, buying on credit and guarantees/warranties.

asandwhen

Thanks for your replys - I shall contact trading standards on monday to see where I stand - The manager is coming on Thursday afternoon - I really hope that its not 6 months from when I ordered them that would make it last week - hmmm I wonder if thats why the manager didnt want to see us for 2 weeks - I am not "stroppy" I just want to get what I am paying for and I have a funny feeling DFS are trying to pull a fast one.

Will keep you posted on what happens on Thursday - wish me luck