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Original poster

AIBU with the colour of these sofas?

20 replies

Moniq123 · 19/12/2023 20:05

Hi all,

Ordered sofas on DFS. They were delivered and the colour was off. I ordered a cream colour and what I received was a slightly gray/beige colour and I don't like it. The company have a no refund/exchange policy and from others online, it's a nightmare to have them exchanged/refunded. This is their policy:

Right to cancel - Cooling Off Period. Where you purchased Products* exclusively via our Website or Websales and have not seen them in a store prior to purchase, then you are entitled to change your mind and cancel your Contract up to 14 days after delivery.

You will be entitled to a full refund of the price paid for the Products plus standard delivery costs; however, we are entitled to reduce the amount of any refund to reflect any reduction in the value caused by you or if you have failed to take reasonable care when handling the Products, and express delivery charges above the standard rate will not be refunded.

  • Your rights to cancel during the Cooling Off Period excludes:

i) Bespoke items custom made to your specification.

Unsure if this counts as a "bespoke" item as I had the feet customised to a chrome silver. (It was an option available on the website). Also worried if they say "well the colour can vary depending on material used" as they do say that quite a bit from other threads I've read.

AIBU with the colour of these sofas?
AIBU with the colour of these sofas?
OP posts:
Falalalalaa · 19/12/2023 20:06

They are not the same colour.

Post publicly on Twitter/Facebook with the photos you’ve shared here

ginoohginoginelli · 19/12/2023 20:12

Absolutely not the same colour. Name and shame on Twitter and go to trading standards. Did you pay by credit card? If so you may also have some protection through that.

HesDeadBenYouCanStopNow · 19/12/2023 20:12

Look at the website, it's clearly the oatmeal colour not the cream combination. Definitely complain strongly and reject

Interested in this thread?

Then you might like threads about this subject:

Home improvement
kimchio · 19/12/2023 20:14

That's not the same sofa

TheCave · 19/12/2023 20:14

On the assumption you ordered online: if the silver feet was a standard option for you to select (e.g. let's say you were offered 2 standard options, black or silver feet) then the exception from the cooling off right doesn't apply and you can notify them of cancellation within 14 days of delivery. They might charge you a collection fee though - see if there is anything about that on their website.

If they argue, quote this guidance to them - search "personalised" for the relevant section.

www.google.com/url?sa=t&source=web&rct=j&opi=89978449&url=assets.publishing.service.gov.uk/media/5a817b92ed915d74e33fe73a/bis-13-1368-consumer-contracts-information-cancellation-and-additional-payments-regulations-guidance.pdf&ved=2ahUKEwj917e2p5yDAxVEhf0HHYmPBuIQFnoECBIQAQ&usg=AOvVaw3LjuNKHhIbNcehUySqPhfd

Original poster
Moniq123 · 19/12/2023 20:31

TheCave · 19/12/2023 20:14

On the assumption you ordered online: if the silver feet was a standard option for you to select (e.g. let's say you were offered 2 standard options, black or silver feet) then the exception from the cooling off right doesn't apply and you can notify them of cancellation within 14 days of delivery. They might charge you a collection fee though - see if there is anything about that on their website.

If they argue, quote this guidance to them - search "personalised" for the relevant section.

www.google.com/url?sa=t&source=web&rct=j&opi=89978449&url=assets.publishing.service.gov.uk/media/5a817b92ed915d74e33fe73a/bis-13-1368-consumer-contracts-information-cancellation-and-additional-payments-regulations-guidance.pdf&ved=2ahUKEwj917e2p5yDAxVEhf0HHYmPBuIQFnoECBIQAQ&usg=AOvVaw3LjuNKHhIbNcehUySqPhfd

Thankyou
The collection fee is 20% of the total order. That's £740 for them to collect the sofas, it's not a small amount. I hope they can waiver that fee considering it's not the same colour so an oversight on their part?

OP posts:
Original poster
Moniq123 · 19/12/2023 20:32

HesDeadBenYouCanStopNow · 19/12/2023 20:12

Look at the website, it's clearly the oatmeal colour not the cream combination. Definitely complain strongly and reject

It does look a lot like the oatmeal colour! I've had a look on their social media where they've posted a picture of the oatmeal colour and it's just a tad bit of a darker shade than the one I have (could be down to lighting???) but it does look a lot like oatmeal!

OP posts:
Mammillaria · 19/12/2023 20:36

They are completely different colours!

Talipesmum · 19/12/2023 20:38

Can you get fabric swatches sent to you of the two colours? Then you’d know for sure what they did.

eeeex · 19/12/2023 20:40

I would argue that they have sent you the wrong colour!

GrannyAchingsShepherdsHut · 19/12/2023 20:41

eeeex · 19/12/2023 20:40

I would argue that they have sent you the wrong colour!

I would too - I'd be saying they appear to have sent you oatmeal instead of cream!

TheCave · 19/12/2023 20:42

I would challenge them on that fee. In a change of mind situation (the cooling off right), they can charge you the "cost" of return. Indeed their T&Cs say this:

"DFS recognises that many customers do not have the means to return Products themselves, and so we can arrange collection during normal business hours (Monday to Friday). A charge of up to 20% of the price of the furniture will be made to cover the cost of collecting the items. This charge is calculated according to the number of items to be returned, the availability of a delivery vehicle, your location and complexity of removal. We may also charge you for any usage of the Product prior to collection by us so you should try not to use the Product whilst it is in your possession."

So ask them what the actual cost of collection is . They can't just charge you 20% if the cost is lower.

FY I've seen other retailers charge costs around the £50 mark.

And yes if you are arguing that the item is not as described you shouldn't have to pay a fee. Problem is that it's not obvious here (you are arguing over a neutral shade rather than e.g. it being so obviously wrong) - if they had sent you a bright red sofa you would have an easy win here. Is there anything in the documents they sent / printed on labels in the sofa which refers to the colour?

TiptoeTess · 19/12/2023 20:45

Definitely don’t say you don’t like it- just say they’ve sent you the wrong colour. Are there any labels inside the cushions??

lemonyfox · 19/12/2023 20:48

Agree with @HesDeadBenYouCanStopNow this is definitely the oatmeal combination colour, not the one you ordered (screenshot attached)

AIBU with the colour of these sofas?
Inyourwildestdreams · 19/12/2023 20:48

I really don’t think that’s the same colour at all. As already suggested - can you order fabric swatches? Or do you have a store nearby? I’d be marching in there with one of the cushions and comparing it to the fabric sample book 😅

Original poster
Moniq123 · 19/12/2023 20:53

TheCave · 19/12/2023 20:42

I would challenge them on that fee. In a change of mind situation (the cooling off right), they can charge you the "cost" of return. Indeed their T&Cs say this:

"DFS recognises that many customers do not have the means to return Products themselves, and so we can arrange collection during normal business hours (Monday to Friday). A charge of up to 20% of the price of the furniture will be made to cover the cost of collecting the items. This charge is calculated according to the number of items to be returned, the availability of a delivery vehicle, your location and complexity of removal. We may also charge you for any usage of the Product prior to collection by us so you should try not to use the Product whilst it is in your possession."

So ask them what the actual cost of collection is . They can't just charge you 20% if the cost is lower.

FY I've seen other retailers charge costs around the £50 mark.

And yes if you are arguing that the item is not as described you shouldn't have to pay a fee. Problem is that it's not obvious here (you are arguing over a neutral shade rather than e.g. it being so obviously wrong) - if they had sent you a bright red sofa you would have an easy win here. Is there anything in the documents they sent / printed on labels in the sofa which refers to the colour?

So the confirmation email I've got says cream. There's nowhere on the sofa that says what colour it is - there appears to be a fabric swatch under the cushion of the sofa that matches the colour of the sofa. I'll be going to DFS tomorrow to have a look at the swatches. We went off by the colour online to be fair (wish I'd gone to the shop now).

OP posts:
Original poster
Moniq123 · 27/12/2023 21:54

Hi all,

just wanted to give an update that they have agreed to return the sofas and cancel the contract with a full refund and no need to pay the 20% pick up fee. I sent them an email quoting my rights with the law etc, which was followed up by a call from a manager at DFS asking whether I wanted a full refund or exchange. So happy with the outcome.

Thankyou all x

OP posts:
Talipesmum · 27/12/2023 23:32

That’s great news! Hope you find something else you like better.

Mammillaria · 28/12/2023 19:15

Moniq123 · 27/12/2023 21:54

Hi all,

just wanted to give an update that they have agreed to return the sofas and cancel the contract with a full refund and no need to pay the 20% pick up fee. I sent them an email quoting my rights with the law etc, which was followed up by a call from a manager at DFS asking whether I wanted a full refund or exchange. So happy with the outcome.

Thankyou all x

Thanks for the update! I'm glad you got it sorted and hope you find something more suitable.

HesDeadBenYouCanStopNow · 28/12/2023 23:53

Really pleased for you, the right outcome 😀

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