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Original poster

Terrible purchase and I am struggling to come to terms

190 replies

Smileyoubeauty · 17/05/2021 18:41

Hello wise mumsnetters

I am just looking for a shoulder to cry on.. Moved house 3 months ago and could not afford to buy a sofa. It's a really big deal for us as money is tight after the move etc. Didnt want to buy online as I hurt my back and really wanted to feel the firmness and support.

Our old sofas were leather reclining and lasted 13 years. This time I wanted fabric as little ones much older and I guess I wanted something warmer as well.

Went instore twice to popular furniture store and did my research. The sofa was firm and great and I figured as well that with it being instore and lots of people sitting in it,it would be a good indication of firmness as well.

They were a bit pricey but DH and I guessed that it would be worth it seeing as the last ones lasted 13 years and these ones would not be used as a trampoline as children older.

Got the sofas last week and the sofas sink when you sit in them not anywhere as firm as the ones instore. I have a bad back fell and injured myself so sinking or soft sofas are a definite NO.

Called the store and because I bought instore they cannot change them.Only had them 7 days. Had I bought online would have been able to change and get a refund within 14 days.

I am kicking myself so much and now I am stuck with sofas I cant sit on and still have to pay for. Took 0% interest but deposit paid with c/card. I am so upset with myself for being so stupid and not thinking this purchase through properly. I want to have a little cry as I cannot see the bright side of this at all.

The store have said that all they can do is send someone to have a look at them but basically it's no longer their problem and it's my own fault for not realising what their returns policy was.

I am just so upset - all that money we will have to pay. Can anyone help me with what I can do.

OP posts:
Unsure33 · 17/05/2021 19:45

Don’t feel bad , like I said I have heard of this before so I don’t honk it is your fault . Just tell us who the furniture store is and we can do a bit of digging for you .

Kona84 · 17/05/2021 19:46

You might be covered under section 75 of your credit card.

File a complaint and keep chasing it to the top.

mainsfed · 17/05/2021 19:47

@IFiredUpTheQuattro

I just want to shout out to everyone who goes into that store and warn them not to buy instore and just try them out but order online- you have more protection that way

^ Years ago I did just that over a washing machine I had bought. It leaked from the word go, and 2 mechanic visits later was still no better. The shop tried to squeal out of it saying that my guarantee was almost out of date - note I said almost.

I went and stood on the pavement at their door and suggested to everyone to be careful as what had happened to me could happen to them. Many of them left after hearing my story.

The store manager stuck it an hour before he caved and said I could have a new one. I demanded it be delivered to my house that morning - I would follow in my car - and it had to be fitted and tested to be working by their engineer, else I was staying put at the shop.

I got my washer and it worked well for almost 2 decades.

Don't let them fob you off OP. Any item you buy new HAS to be fit for purpose. SHOUT if you have to.

Love this!

Interested in this thread?

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Home improvement
colouringindoors · 17/05/2021 19:49

OP I'd be tweeting the company requesting a refund/replacement and writing a letter/email to their Chief Exec. You have not received what you paid for, it's as simple as that.

littlepattilou · 17/05/2021 19:51

@Smileyoubeauty I have to echo what other posters have said.

Get onto the credit card company. You will probably have to do it online.

DH bought an item online in February, on his credit card, and it didn't work properly, so he sent it back, (within 3 or 4 days of getting the item.) 2 days later, they confirmed they had received it. When he spoke to them about it (before he sent it back,) they said they'd refund him within 5 working days of receiving the item.

2 weeks later, no refund. When he rang them about it, they said they have to get an independent specialist to verify that it was faulty when he received it (and that he hadn't broken it himself.) Hmm

So DH said 'ummm OK then, but it definitely WAS faulty when I got it.'

2 more weeks later (4 weeks after he sent the item back.) Still nothing. He rang them AGAIN. 'Oh we haven't heard from our 'specialist' yet, they claimed!

So the next day, he rang his credit card company, and they said 'put a complaint in via your online credit card account.' He did so, and explained everything that had happened, and how the company messed him about, and were dragging their feet, and not refunding him.

Result??? 72 hours after he registered the complaint with the credit card company, they refunded the money back to his account.

The day after, the company in question kept phoning him, but DH kept cutting off the call. He didn't want anything to do with them then.

Tell the credit card company everything, about how the company sold you something that was nothing like what you were expecting/what was promised... I am sure they will refund you. Smile

lancashirebornandbred · 17/05/2021 19:51

I agree with everyone else. The product you received is not the one you paid for. They have to replace it.

Oldenoughtobedead · 17/05/2021 19:51

Are they loose cushions or sewn in? If the former then get a large piece of plywood cut to size and put under the cushions. I did this with a DFS sofa about 15 years ago and it is still going strong and so much more comfortable

TheUndoingProject · 17/05/2021 19:52

Name and shame them in social media. Starting here.

Bluntness100 · 17/05/2021 19:54

@Oldenoughtobedead

Are they loose cushions or sewn in? If the former then get a large piece of plywood cut to size and put under the cushions. I did this with a DFS sofa about 15 years ago and it is still going strong and so much more comfortable
She doesn’t need to do this. She’s protected under section 75 via her credit card and entitled to a refund.
CallMeCleo · 17/05/2021 19:55

Stick to your guns -- insist that the sofa cushions on the display one are NOT the same as the ones you received.

If you get nowhere, bottom line is, get something done about one little bit, the bit you sit on.

littlepattilou · 17/05/2021 19:56

What @Bluntness100 said, the OP doesn't need to spend money to try to improve or FIX this item. She is entitled to a refund.

FlippingFlipFlip · 17/05/2021 19:56

In my experience, customers who shout loudest tend to get what they want. Really they dont have to give you a refund or an exchange, but if you keep pushing they might....i would also let them send someone over to assess it as there may well be an issue with the springs, and I would definitely get them to confirm you have the same seat interiors as the one on display. Dont give up if you aren't happy, that's what they are hoping you will do

littlepattilou · 17/05/2021 19:58

@FlippingFlipFlip

Really they don't have to give you a refund or an exchange, but if you keep pushing they might...

They really DO have to give a refund or exchange if it's faulty.

And as has been said, if @Smileyoubeauty contacts the credit card company, they will ensure she is given a refund.

3AndStopping · 17/05/2021 19:59

If you bought from DFS there is a fb page with some terrible experiences, you’re not alone. Maybe try to search it? Lots of good advice on there.

Iamaperwinkle · 17/05/2021 20:00

I contact them back and say you are going to trading standards -goods not as seen / tried/ and expected -they are in breach of contract. A GP letter will help as well.

I'd really start complaining.

TatianaBis · 17/05/2021 20:00

Check out the instore model and if they have different cushions and this was not flagged in store you have good grounds for complaint.

If the credit card route doesn’t work, write to the CEO and CC head of customer relations.

Mention the importance of firm cushions due to back injury.

You could also try one of the consumer columns in the Guardian/Times.

On the plus side if all else fails, it’s not actually that hard to get new firmer cushions.

FlippingFlipFlip · 17/05/2021 20:00

Yes if it is faulty, hence allowing someone to come and look at it....if there's nothing wrong with it, then they don't

YouKnowItsTrue · 17/05/2021 20:00

Ok is it maybe from Duff Fucking Sofas or Sinkology?

Iamaperwinkle · 17/05/2021 20:02

I had a huge problem with my sofas 10 years ago and after many many moaning -got a full refund and they left me the sofas!

I'd phone -ask for the email of the CEO and email them -companies house is good -go straight to the top. I did with my very large company. Eventually got an email back from the secretary to the CEO and a full refund and flowers and got to keep my sofas.

They are faulty as they are not fit for purpose!

ittakes2 · 17/05/2021 20:03

You need to ask what the inside cushions were made of in the store and what your's are made of at home. I suspect the store had hard foam where you were given the cheaper squishy stuff. We like the cheaper squishy stuff! but it does lose its shape quickly. If you have been misold you should have an arguement - it might be simply a case of them changing the cushion inserts.

bellie710 · 17/05/2021 20:05

We got sofas about 6 years ago from DFS, same problem cushions were so soft and almost on the floor when you sat down. They came out to us 2 times and the foam that was in the cushions was the cheap one not what we had ordered. Just keep harassing them.

HaveringWavering · 17/05/2021 20:06

Right. STOP beating yourself up about this.
You went to the shop. You had a specific requirement for firmness due to your injury.
You tested out the sofa to make sure that it satisfies this requirement.
You ordered a sofa THE SAME AS THE ONE THAT YOU TRIED. They sent you something different. The difference was not a minor, unimportant thing.
You have not received what you paid for. The goods are not as described. They are just changing their arms.

The difference in protection when you buy online is that you have 14 days to return the goods for a refund without giving any reason ie just because you have changed your mind. This is not a “changed my mind” situation, it is a “goods not fit for purpose” /mis-described situation.

NB if they one in their showroom had special upgraded foam filling that cost extra then they had to bring to your attention that the one you ordered would not have this. You would not be expected just to know this.

Invisimamma · 17/05/2021 20:12

Is it DFS? When we bought our sofa there we had to pay extra for the firm cushions. The sales person explained this to us at the time though and we opted for the upgrade (I think it was around £300). They haven't gone saggy yet, had it 3 yrs. My friend has the same sofa without the firm cushions and it's really lumpy and saggy.

We also got a recliner and the mechanism broke, they sent someone out to repair it. It broke again and they never returned our calls or emails.

mushroom3 · 17/05/2021 20:13

Contact your credit card company, they are not as the ones in store and not fit for purpose as not like the ones in store. They may help you as you have guarantees with the card if you use it for at least £100 even if it was just a deposit

mushroom3 · 17/05/2021 20:16

It covers you for the whole value of the item, not just the deposit

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