Posted 1 December 2017
Help! Faulty sofa delivered by dfs.
I am writing with regards to a sofa i purchased from dfs.
I have received my sofa
today 01/12/2017. The sofa arrived and hubby signed for it and overlooked all the imperfections! I am absolutely horrifield with the sofa. The sofa has many flaws such as severe creases on the arm rest and the
headrest. Also the headrests are uneven in size, one higher than other, one big and one short in width. The legs of the sofa are hanging in mid air rather than resting on the floor, providing no support.
I have waited patiently for this sofa that i fell in love with at the dfs store and unfortunelty dfs has delivered me something far from this.
Out of frustration I went to the store and took a good luck at the one on the shop floor. I cannot tell you in words how perfect it is, no creases, and all headrests alighned etc, absolutely no faults even though its been in the showroom for a long period and people are trying it everyday!Ironically my brand new sofa looks worn and used whereby i paid for a brand new one. I want a replacement, how do i go about this please? What are my rights? Any advice will be appreciated, TIA
I have received my sofa
today 01/12/2017. The sofa arrived and hubby signed for it and overlooked all the imperfections! I am absolutely horrifield with the sofa. The sofa has many flaws such as severe creases on the arm rest and the
headrest. Also the headrests are uneven in size, one higher than other, one big and one short in width. The legs of the sofa are hanging in mid air rather than resting on the floor, providing no support.
I have waited patiently for this sofa that i fell in love with at the dfs store and unfortunelty dfs has delivered me something far from this.
Out of frustration I went to the store and took a good luck at the one on the shop floor. I cannot tell you in words how perfect it is, no creases, and all headrests alighned etc, absolutely no faults even though its been in the showroom for a long period and people are trying it everyday!Ironically my brand new sofa looks worn and used whereby i paid for a brand new one. I want a replacement, how do i go about this please? What are my rights? Any advice will be appreciated, TIA
Community Updates
23 Comments
sorted byFrom viewing the photos, your furniture has not been checked before delivery ( as per normal)
The creasing if left for approx 6 weeks will rectify itself, visit from dfs service will take 15 mins.
The foot not touching is only for support if fatties sit on it ( im not PC friendly) The foot can be unscrewed and left floating above the floor, should have been done by delivery team.
Headrest are on ratchets and the lhf side is crushed slightly heat gun will revive.
Although it should have been delivered in perfect condition it hasn't, The rights of the customer in reference to furniture, it used to be You had to let dfs attempt a repair, since 2015 you do not have to allow or accept any repairs and all dfs staff know this.
The cards are all held by you!
You have to decide what you want, if you accept the service call it will all be rectified within 30 minutes,
If you want a replacement your new suite could be in a worse condition.
If you go for replacement KEEP the suite you have until new one arrives, the one they will try to give you has been in every Pikey house and wil be covered in stains smells and anything else.
ME, i would accept the service visit with compensation, no compo no fix.
All the cards are with you, you have control do not be bullied.
Well its either as rtmlk says or the new anti-grav leg mod
Once it's settled in the leather facing will start to peel and all the other problems will be forgotten...... (no, seriously....)
For reference, if you pay a minimum of £100 on a credit card, under Section 75, you can claim against the Credit Card company. Let me know how you get on
The issue I can foresee is getting your £800 cash back.
We were going to get a sofa from dfs. It seemed like a good price until the salesman explained that we really 'needed' the best quality foam, the stain guard treatment, the extended warranty, also that the cushions need turning every month so they keep their shape etc etc etc. We walked out, went to Next where everything was included, the cushions don't need turning and the customer service is brilliant. It was actually cheaper than dfs. Happy days.
Legs suspended in mid air isn't fine. It's a very shoddy build.
Get them to come fix it. By what this guy says the arms an easy fix with the heatgun. The head rests by the sound of it are adjustable as is the leg it just needs screwing down
Thers no harm in letting them attempt a fix first if your still not happy demand a new one
I sometimes quite like when things arent right as they fix it in the end and u get a bit of compo lol
I did a PPI claim through the resolver app (its free) and got a cheque within 14 days of filling in a form!!! (edited)
why? just get it fixed if possible, get a partial refund and enjoy it
you run the risk of being without a nice looking sofa for Christmas, I'd say it would fix itself anyway in time but obviously that's not the point which I understand
Hi, no we paid £800 cash and due to pay the rest on finance next year
To be honest, I don't want a refund i just want a replacement, but a quick search on google says they try to fobb people off with a repair and that's the last thing i want! How would they get the creases out of that arm anyway!
We agreed to let them attempt to rectify the issues first and replace if we weren't satisfied. (I also recorded the phone call as proof of this arangement just in case!)
In fairness to DFS the customer service was really good and the guy who came out to rectify the issues was very very good. He spent a couple of hours sorting all the issues and even pointed out a couple we hadn't seen and sorted them as well.
What do you think i should do, I can't get over the legs in mid air! What is the purpose of that? The headrests annoy me as it sticks its so noticeable, one is slightly bigger than other, i just feel they haven't lived up to the expectations i had. I looked at the pic again and all their legs are resting comfortably on the floor lol
The problems we had with it, from a creaking wobbling frame to fabric that looked old and shabby after ten months. And I can't even begin to tell you how appallingly we were treated. We were fobbed off and visited by a threatening employee and the best offer we ever had was a stain removal kit to be sent to us - apparently that's what our £200 paid for.
Highly distressing and as I was ill, impossible to deal with. Nothing was ever done about it.
Since then I've read very many similar stories from people who were sucked in by this company.
i seriously hope you are able to take them to the cleaners - they deserve it. But they're as slippery as hell and in our experience the people they employ to come and look at your sofa issues are banned breed dogs, so be prepared!
Good luck, may DFS rot in hell.