Help! Faulty sofa delivered by dfs.

23
Found 1st Dec 2017
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
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I am an upholstery service manager not at DFS!!!
From 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.
23 Comments

Hi, sorry to hear about your Sofa troubles. By any chance did you pay on a credit card?

Original Poster

gurdy201412 m ago

Hi, sorry to hear about your Sofa troubles. By any chance did you pay on a …Hi, sorry to hear about your Sofa troubles. By any chance did you pay on a credit card?


Hi, no we paid £800 cash and due to pay the rest on finance next year

£800... and the rest on finance? jeezz that's bonkers money

I've got a contact at DFS who might be able to help you or at least point you in the right direction. If you'd like his number pm me

You need to contact DFS customer service asap and explain it to them. You may not be entitled to a refund but definitely a replacement. I empathize with your stressful situation, call DFS!

Original Poster

ciaozammer5 m ago

You need to contact DFS customer service asap and explain it to them. You …You need to contact DFS customer service asap and explain it to them. You may not be entitled to a refund but definitely a replacement. I empathize with your stressful situation, call DFS!


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 had some minor creases on one arm of our sofa and they came out to repair it, they used a heat gun to warm the leather and straighten it, it did work to be fair. In saying that if I was in your position and with all the issues you have I would be demanding a replacement.

Looks fine to me, just needs to 'settle in'.

I can imagine it probably feels quite stressful, however, lets give DFS the benefit of the doubt. Speak to the sales person you dealt with, contact the finance company (as they have a financial interest in this item) and remember positivity breeds positivity. Based on the above comments it maybe easily fixed.
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

Get everything in writing...every complaint and reply. That way if you have to get legal advice you are fully armed. The person who says you may not get a refund is partly correct, they will definitely try to not give you a refund. They will tell you it's a 'bespoke' piece of furniture but your rights remain the same, it has to be suitable for the job (I can't remember the exact phrase, I'm sure someone here will provide it).
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.

Oh the troubles my sister had with them, good luck. Replacement was promised in 6 weeks but took 2-3months. They even said if they can pick up the sofa and provide a different one untill the replacement arrives. Yeah they didn't want their new sofa to become used, less money for them and what they give is one less than half the cost that has been places.

Shengis10 h, 45 m ago

Looks fine to me, just needs to 'settle in'.


Legs suspended in mid air isn't fine. It's a very shoddy build.

I am an upholstery service manager not at DFS!!!
From 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.

We had some similar issues with a new sofa from DFS. Mine also had some loose stitching and some issues with the frame in the armrest.

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.

Original Poster

rtmlk1 h, 14 m ago

I am an upholstery service manager not at DFS!!!From viewing the photos, …I am an upholstery service manager not at DFS!!!From 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.


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
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EHSAAN1632 m ago

What do you think i should do, I can't get over the legs in mid air! What …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 [Image]


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

Find head office number because I would be sending it back with the price you are paying. Do not except repair. As it should be new and just made to order as they state

We bought a very expensive sofa from DFS six years ago. Paid in full when ordered. We took their extra care plan at an additional cost of about £200.

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.

hopefully you bought it in a DFS sale, as they don't happen very often

chocci3 h, 13 m ago

Legs suspended in mid air isn't fine. It's a very shoddy build.



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....)

Download the resolver app and get in touch with DFS through it. You should have a 14 day cooling off period for any purchase, failing that it should be under manufacturers warranty. You can also argue that you weren’t able to fully inspect it whilst the drivers were there.

I did a PPI claim through the resolver app (its free) and got a cheque within 14 days of filling in a form!!!
Edited by: "cmdr_elito" 2nd Dec 2017

Original Poster

Thank you everyone for all your advice, i have been told someone is going to be coming out to have a look at it, i just hope i am able to decline a repair and demand a replacement 😬

EHSAAN161 h, 8 m ago

Thank you everyone for all your advice, i have been told someone is going …Thank you everyone for all your advice, i have been told someone is going to be coming out to have a look at it, i just hope i am able to decline a repair and demand a replacement 😬


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
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