So furious with DFS any body know my consumer rights.....

[mum2sam]

We brought a £2000 settee about 2yrs ago from DFS.We were also sold a insurance policy for cleaning and repair which cost another £100 this was to cover us for 5yrs.When we were sold the sette we were told how to care for it etc and that if we did spill anything we had to wipe it down with a damp cloth.We were also told if it couldnt be cleaned or if we tore it they would replace the fabric although we would have to pay for the material.

Anyway we have just put in for our first claim as ds was sick all over it. I wiped it down with the damp cloth but it still left a big stain. After filling in loads of forms we finally had someone to come out to look at the stain who said that it looked like a water mark.I explained that I had wiped down the stain with the damp cloth as told by the salesman and he said that DFS are a load of rubbish and that you shouldnt do that unless you wipe the whole cushion down so you dont see the tide mark.He said he couldnt do anything except replace the cover.

Any way after a few wks we eventually heard back from the cleaning company saying that they would no longer pursue our claim as the stain had been removed but because we had cleaned it we had left the water mark which cannot be removed.

We phoned DFS and they said to take it in to have a look as they have people who can take a look at it or have the cover replaced. Just recieved a phone call from the manager to say they can not replace it as they dont keep the material in stock anymore and theres not alot they can do. I cannot believe it. What should we do? We are still paying for the settee on hp and have another year to go. Anybody know where I stand?

[CountessDracula]

Tell them you have a friend who does the consumer column on a daily paper and that you will refer it to that.

(MY sil has done this she works for the Express so can get these things in.)

[meowmix]

Ring their PR dept, there'll be a number on their website and make a big fuss about talking to the Express and the Mail about it. Tell them you know they're interested in these stories. Tell them you WILL make contact with Watchdog if you aren't happy as well as File on Four. Be a pain.

I always ring the head of PR rather than customer services. Scandal moves them faster

[SoupDragon]

Or "if you cant help me I'm sure Watchdog can"

[mum2sam]

If im still paying for the settee then am im able to stop making payments until its resolved?

[meowmix]

Hmmm tricky - might give them grounds for ignoring you/taking action against tbh. Call the Consumer Rights Assoc (if it still exists) and ask.

[heavenis]

You shouldn't stop making payments because the credit you have will be with a credit company and not DFS themselves.

[LIZS]

Agree don't stop the payments. Surely they have to give you a whole new set of covers of the same price/quality category. Speak to their Head Office.

[wannaBe1974]

Firstly, definitely don't stop making the payments, you actually owe the money to the credit company and they have nothing to do with DFS - DFS have already had their money. Stopping making the payments could jeperdise your credit rating and could only make things worse.

Secondly, while I know that the desire to shout and threaten is very high, generally, companies do not pay much attention to the threat of Watchdog. Reality is, that large organizations like DFS are reported in the media all the time, and Watchdog has hundreds of thousands of emails and phone calls every week, and they only ever cover a handful of the complaints. Unless you are one of several hundred complainants with the same complaint, DFS know that Watchdog, or any other newspaper, are unlikely to even cover the story.

I know that you're furious, and understandably so, but generally the best way to get good customer service is to be calm, and give DFS a chance to sort out the problem.

Now, DFS did originally say that they would replace the cover didn't they? but then it transpired that they no longer stocked that material. That's unfortunate, and really that's not DFS's fault, as they can't be made to stock every type of material that they've ever sold, lines do get discontinued. What I would suggest is that you speak to a manager, and say that whilst you understand that they no longer stock that type of material, because they did offer to replace the cover, you feel that you are entitled to a replacement, and that you think it would be appropriate for them to re-cover the whole suite in a new material.

[mum2sam]

Yeah i did think about that after. The thing is we acted on DFS advice and wiped the settee with a damp cloth hence it left a watermark which now means the insurance company will not act upon it. The sales man also said the material could be replaced if it couldnt be sorted when he sold it to us. And now they are refusing to accept responsibility for it yet it was sold under false pretences.Its just a complete con.

[mum2sam]

What happens then if we had ripped the settee because thats meant to be covered in our insurance policy and yet they havent got the material to repair it.

[MerylJane]

Mum to Sam! I've just joined mumsnet after seeing your problem with dfs! I also have similar problems. My son was also sick on my £800 chair. They were most unhelpful in store and rather rude. About 2 months after delivery a 6/7" rip appeared "IN THE STITCHING" of the £1000 chaise sofa! We paid £200 for year insurance, they guarantee your sofa for 5 years in the insurance and the salesmen gives you all the spiel guaranteeing it for ten! Before you've even finish paying for the blinking thing, they've wiped their hands of you. I think we should go to watchdog and expose dfs! Xx

[StarkyTheDirewolf]

"MerylJane* this is a zombie thread. It's from 2006. Start a new thread and I'm sure people will be able to help you.

[Palomb]

This thread is 9 and a half years old! I would hope the ops sofa is long gone.

[CalleighDoodle]

My sofa is more than 12 years old and in near perfect condition. Or maybe thats what i tell myself because im too poor to replace it.

[goodnightdarthvader1]

Old thread that shouldn't be in relationships.

DV
DV
He's cheating on me
Should I get back with an ex?
DV
Sofa company are ripping me off

Yeah, ok.

[kerbs]

It was about a dodgy relationship with a sofa though.

[whatdoIget]

LTB

[CalleighDoodle]

My relationship with my sofa has lasted way longer than my marriage.

That was supposed to be a lighthearted comment but, as it is true, it now just looks a little sad.

[whatdoIget]

Mine has too, and I don't even really like the sofa

[CalleighDoodle]

Well at keast i like the sofa more than my exh so a good trade

[tenthirtythree]

Contact the Insurance Ombudsman to see if they can intervene using this link,www.financial-ombudsman.org.uk/publications/first-annual-report/resolving-insurance-related-disputes.htm

If you get no joy there visit Citizens Advice. Your sofa appears not to meet one of the criteria of the Sale of Goods Act ie fit for purpose and you may also have leverage over DFS as the sofa is financed under credit.
I am not current on consumer law so check with CA-you can ring them.

[Elisajane123]

Dfs area waste of space, few months ago I purchased a leather suite costing £4000 but after sitting in it my 82year old husband and myself have both broken out in itchy skin rashes . I I am aware that all there leather furniture is made in China , and a few years ago there were lots of complaints about this problem and if turned out to be the little bags they put inside the furniture filled with a chemical to prevent the leather from getting mould and damp.
It was said it was banned but I don't believe this is the case now . They probably thought after the outrage about it it would be safe to use again
However on contacting dfs I received a phone call from a manager from a store. Most unhelpful man and said in all the 30 odd years he has worked for them he's never heard of it happening , and that is a lie as it was in all the papers on watchdog on tv and social media
What I was wondering was have any other folks out there suffered the same thing, and can you tell me how the best way is to get some help as a further email I wrote to head office was completely ignored .

[Elisajane123]

I emailed head office for a second time to complain again and they did not even have the decency to return my email ignorant people don't even respond to there customers

[DianaPrincessOfThemyscira]

Elisa - this thread is over ten years old, you’d be better off reposting elsewhere.

The Chat section would be better suited.

[jennyster]

Both my Husband and myself have broken out in terrible itchy rashes since we purchased DFS sofas in May of last year. I think you are right in thinking the same product that was banned , last time, is now being used again! Not only do we have this problem, but the sofas are of extremely poor quality. The backs and cushions have virtually no filling in them. The filling that is inside, has now separated and formed unsightly clumps. I reported this to DFS and they sent a Sales Advisor. His lines were well rehearsed and he began saying it was normal...Leather stretches etc. etc. I had been reading some of the complaints online, concerning the terrible after-care service provided by this company. Most customers were saying that their Sofas had begun to sink, and become uncomfortable. The response from DFS was always the same. Same spiel as we were given. I was told that I couldn't have a replacement, and I would certainly not receive a refund, or, any other recompense for any of the complaints I had, as, it was "normal" for leather furniture to look like this after very little wear! I so wish that I had discovered these reviews before I made my purchase. I only found them when I was curious to see if anyone else had been as unfortunate as I had been. The reviews were all concerning DFS, poor quality and unhelpful response to complaints! I'm also keen to know if anyone else has experienced this. In the mean time, NEVER be tempted to buy furniture from DFS! PS I will be continuing to pursue this issue, I'm determined to get a satisfactory result if it takes 10 years!