DFS sofa complaint help please

[Smiler.aw]

Hi everyone this is my first post on here

 

I purchased the daze sofa from DFS and

 

within a week I was on the phone to them after material start to become loose and baggy and bumps along front edge.

I emailed them pics and I'd not get a response so I called them

 

They sent upholster out who said we needed to start sitting more evenly on it

and to leave till after Xmas to get worse an they will restuffed it.

I told upholster not happy

£2 k I want a perfect sofa hat I don't have to get omeo e out o in first week.

 

Not happy with this

 

I called DFS again and told them still unhappy

they said they would send service engineer,

 

I have had to take 2 days off for them to come and see my new sofa not happy!!!

 

I then called trading standards who sidi cn write and reject the sofa asking for replacement or refund,

 

I sent a letter recorded delivery stating I reject and have not taken accptance due to quality under SOGA 1979.

 

The service manager came out yesterday and confirmed there was something wrong with the foam and ordered some more.

I told him I have not taken accptance and want them to take it back and he said I can't hive to lt them fix it.

 

I have opened a dispute with the finance company and informed them not happy with quality of of

and they are contacting DFS.

 

When we purchased sofa we were told its one of the best including the foam!!

right less than a week old

my mum came round and thought I had purchased a clearance/ used one.

 

I have lost faith in DFS nd would rather hey tke bak the sofa Asti is not of a good quality at all.

 

Wht can I do?

Am I being unreasonable?

I m now being old cant reject as we signed or it?!!

 

Surely this cannot be right.

 

Help please

[sequenci]

You can reject, here is some info for you:

 

Faulty goods, no acceptance

 

If the item does not conform to contract (is faulty) for any of

the reasons mentioned previously, and the customer has not

accepted the goods, the law says the customer is entitled to

• reject the goods and claim a full refund, or

• request a repair or replacement if that is the customer’s

preferred option.

As the retailer, you can offer a repair, a replacement or

a credit note, but you cannot insist on any one of these.

It is the customer’s right to receive a full refund in these

circumstances.

Where a customer is entitled to a full refund because they

have not accepted the goods but have agreed that you may

repair or replace the goods, they can still claim a full refund if

the repair or replacement is

• taking an unreasonable time, or

• causing an unreasonable inconvenience, or

• if the repair or replacement is not satisfactory when

they receive it.

 

Proving a problem

 

Included in the law is a section on burden of proof. This

outlines whether you are entitled to ask a customer to prove

that an item was faulty when they bought it from you.

The details of the law are explained opposite. If you are

considering asking a customer to prove that an item was

faulty when they bought it from you, it is important to consider

what proof an impartial person in a court might feel was

required. For example, someone in a court might accept that a

simple customer statement saying that their item did not work

correctly would be sufficient proof.

 

Requesting a refund

 

If a customer wishes to reject or not accept faulty goods, you

are entitled to ask the customer to prove the goods were

faulty when they bought them from you. If they are able to do

this, they are entitled to a full refund.

 

Requesting a repair or replacement

 

If a customer has accepted the goods and is requesting a

repair or replacement because the goods are faulty, the onus

on who is required to prove the problem depends on how long

ago they purchased the item.

Under six months – the customer does not have to prove the

item was faulty when they bought it from you. If you disagree

it is up to you, the retailer, to prove the item did conform to

contract (or that the fault did not exist) at the time of sale.

Over six months – you are entitled to ask the customer to prove

the item was faulty when they bought it from you. If they are

able to do this they are entitled to a repair or replacement.

[johnjordan]

After months of wrangling with DFS and getting nowhere I posted pictures of my suite on Geocities, a site that is now unfortunately defunct. I posted a link to the pictures to dfs head office and within a couple of days another of their "engineers" came to my house, agreed the suite was faulty and arranged to have it replaced within 2 weeks.

 

A new suite was duly delivered along with some large scatter cushions which would have cost a couple of hundred pounds to buy. Why not post some pictures on their facebook page, instagram or flikr and send the link to their head office?

 

Nothing to lose..

[Smiler.aw]

[ATTACH=CONFIG]47485[/ATTACH][ATTACH=CONFIG]47482[/ATTACH]

 

[ATTACH=CONFIG]47481[/ATTACH] [ATTACH=CONFIG]47480[/ATTACH]

 

Thank you for your responses. This is my sofa a week old.

[DFS customer service]

We are sorry to learn you are unhappy with your furniture. We would love to see if we can help so please contact us on 01302 330365 and ask for the Customer Service Department.Kind regardsCustomer Service - DFS

[Smiler.aw]

We are sorry to learn you are unhappy with your furniture. We would love to see if we can help so please contact us on 01302 330365 and ask for the Customer Service Department.Kind regardsCustomer Service - DFS

 

 

I have called your customer services dept and they were extremely un helpful and the woman was

quite abrupt. I have sent another letter to Head Office which was signed for on Friday last week, Head Office never respond to my letters.

 

I have printed of the Furniture Ombudsman QQ, Which i am sending of today.

 

I called in the stockport shop yesterday and a manager is coming out Friday. I am sick and tired of saying i reject and have not taken acceptance of the sofa which i did withing the first week and since, this is a disgusting service and i am within my rights to sue. i have informed yourselves and the stockport manager i want this sofa gone by Friday, so he is coming to my house to look at it (3rd visit now only had it a month). The manager has said i can pick another sofa and they cannot cancel the credit agreement we will see about that. If i have to sue to get my consumer rights heard i will do.

[DFS customer service]

I am very sorry to hear that the service we have provided has fallen below our usual high standards.I would like the opportunity to discuss this matter with you.My direct telephone number is 01302 57 33 48.Kind regardsMatthew HowarthCustomer Services - DFS

[ZLD]

I can not believe this I am in dispute with DFS Stockport at the moment over a glee sofa bed we bought in July 2013. We have had 5 replacement mattresses and one new mechanism in this time (less that 6 months). I have sent letters to DFS stockport been in to see them to have abuse thrown at my partner. I have rung the customer service line to be treated disgracefully. I have wrote to the Furniture Ombudsman Trading Standards CAB and now I am in contact with Which to get some advice. They have lied about the product so that we would buy it I am sick to death. I have been told by the manager in store that DFS dont do refunds, that we are being to fussy and Mathew Howarth as far as I am concerned is a jobs worth.