Dfs sofa problem

[desp100]

Hi , same old story bought a leather sofa from dfs it was a different color from the one we ordered but one of the sofas is covered in what looks like spots .

We had the usual leather specialist out an he said there's nothing they can do about it , now we've managed to get the manager to come out next week

I don't expect much joy from him so my plan is to put it on the back of my scaffolding lorry an take it back to the store ( if he doesn't agree to change it ) an dump it in the front entrance , just wondered if I'm legally within my rights to do this

[desp100]

Can anybody help

[csa-furniture]

Hi

 

You can dump the sofa at store but you will not be entitled to a refund.

 

When was the sofa delivered?

[dx100uk]

make sure you have written evidence you informed them of the issue and what date

 

it should be replaced or you should be refunded

 

dx

[tinafromeast]

Best of luck OP. I've been fighting DFS for almost two years!

Please let us know how you get on. I'd love to see somebody finally take this horrendous company to task

[rebel11]

Write a Formal Letter of Complaint, mark the letter as such. Explain whats happened, the measures you've taken to resolve the issue, and what you want done.

Ian Filby, Chief Executive, ifilby@dfs.co.uk

[tinafromeast]

Write a Formal Letter of Complaint, mark the letter as such. Explain whats happened, the measures you've taken to resolve the issue, and what you want done.

Ian Filby, Chief Executive,

 

Rebel11, thanks so much for this, it's really kind of you.

I will give it a try, so far I've had lots of contact with the local store that I bought it from (Norwich), visits to refill the sofa & rather scary phonecalls from the manager

 

I also used howtocomplain.com and though they've contacted DFS 3 times, I've yet to receive a reply.

 

So thank you so much and I'll let you know how I get on. do you know, after 2 years of having a huge sofa in my lounge that's too uncomfortable to sit on, I see a glimmer of hope

[ticklishpixie]

I have read literally hundreds of online complaints since purchasing our faulty sofa from DFS, no one offs, very similar issues which are ongoing for many people. It begs the questions: Why aren’t DFS making sure there is more quality control? Why do their manufactures and stores allow furniture to be sent out unchecked? Why aren’t they making sure their furniture is of a better, more durable quality?

A lot more fibre filling in cushions is an obvious need! With the money DFS are making, they could up the quality on their suites and make a better name for themselves.

 

We also have problems with our Caluso DFS sofa. We received the sofa with a hole and badly finished/undone stitching. When initially phoning the Preston store to report this issue, I was spoken to very dismissively by Iman, ‘hope that is the correct spelling,’ who said “these things happen” in a very matter of fact way, like he couldn’t care less. The problem areas were re-sewn by the Preston store ‘service manager’ Andy. This was on Valentines day, meaning we missed a day out to stay in order to have our new sofa sewn up like it was second hand. Andy was very polite and I feel he is a better representative for DFS than any other employee I have spoken to so far.

 

Unfortunately the stitching isn't as nice as it should be as the original stitching was machine sewn. We accepted this at the time as we just wanted to get on with enjoying the sofa, but we soon realised that the filling in the back cushions was insufficient, in one area there was no filling at all. I called in to the local Preston branch to speak to the manager Andy, yes another Andy, it gets confusing. Anyway I explained that we had received the sofa with holes and that we were very upset that the sofa had not been checked and arrived in a condition which was not fit for purpose. Andy did apologise and said that the sofa should have been checked and he arranged for a second, more senior service engineer to see the issue of insufficient filling. I did remark at the time... "Why didn't the senior service engineer come out to sew in the first place?" Andy 'manger' replied... "Some people are happy with the sewing Andy 'service manager' does!"

 

The second service engineer 'another Andy' Andrew Baldwin dragged some fibres up in to the unfilled corner and explained that it is a high maintenance sofa with fibre filled cushions, which need vigorous plumping in order to keep the fibres fluffed, therefore keeping the shape of the cushions. Although I wasn't happy about that ‘such vigorous’ plumping everyday was needed and I had not been told of this necessary maintenance when purchasing the sofa, we gave Andrew and DFS the benefit of the doubt.

 

After plumping the following few days, we could see that the cushions seemed to sag more at each end, like the sofa was misshapen. We sent a second letter of complaint and are now awaiting the regional manager to visit and look at the further issues. Which include: Insufficient fibre filling in back cushions, and armrests. The misshapen appearance of the top of the sofa which is unlike the photographs or models seen. A staple sticking out which has penetrated the leather. A worn part of leather where the seat reclines, albeit small, there is obviously a screw under the leather which is protruding and will eventually cause another hole. Belts which are attached to the springs underneath fraying. I think that is it at the moment?

 

We have been on to consumer direct, who advise us to ask for a replacement if the issues cannot be remedied to our satisfaction, or to take it to the small claims court if we wish for our money back.

 

We do not feel the quality of this sofa matches that of the two showroom models we tried before buying, nor does it match the quality of design in the pictures shown on the DFS website. We will endeavour to allow DFS to rectify all issues for us, but it is becoming such an inconvenience that we feel we should not have to put up with much more stress, inconvenience and disappointment.

 

To other people in the same boat, please contact consumer direct for help and advice. Also look at the sale of goods act 1979. Always send letters of complaint to DFS head office via recorded delivery. Remain calm and allow DFS to rectify issues if they can, but ultimately if what you have is unfit for purpose then you should go down the route of getting a full refund or replacement.

[georgie2404]

i have the same problem with my arms all flat and cushions and been told the same that u need to plump them and they would not fill them as they go flat. got DFS head office ringing me again tomorrow after they have spoken to a manager at the branch i bought them off, ive only had the suite 5 months and as its under 6 months old they have to prove that the suite is not faulty. so i leave it in their hands