DFS says sofa order was correct, but configuration is not

[LittleAdvicePlease]

Got a sofa delivered today and after it was put together I said to the delivery guys it was the wrong configuration. Should be 2 seats, corner, then 2 seat so basically two equal sides. It’s built as a 4 and then 2 “L” shape. They told me they’d mark it as “damaged” but I need to take it up with DFS.

I called their customer services straight away and was told the original sales person at the store would phone me. Which she did, although she is saying that what I am describing as what I thought I was getting, would never be possible with the parts orderer. I’ve said I’m no sofa expert so not sure what parts join together / move etc but I had clearly stated I wanted it equal lengths and even showed her another sofa from a different range that had the configuration I wanted. She’s denying all knowledge of this.

its been escalated to the store manager who’s basically saying I owe them 30% of the original order value (over £500) for it to be rectified as what was ordered is what has been delivered and they are saying it’s my error. I don’t believe it is and don’t believe I should be paying to correct their staff members error.

I know it comes down to my word against theirs now. I’m awaiting a call back tomorrow but I just don’t feel like I should be paying any more money, I haven’t changed my mind, it’s simply not what I requested.

does anyone have any advice? TIA

surely you have some confirmation email or proof of purchase which states what you ordered?

I do and that matches what has been delivered, however the way the salesperson told me it would be built up (where the sections join together to give the shape I wanted) is not even possible with what’s been ordered

How many separate pieces are there? What is the name of the range it’s from?

It’s the heydon sofa, I’ve got a right hand facing 2 seat corner and a single seat with no arms. I was led to believe the single seat would slot into the shorter side of the corner to make it equal in length each side. I must have expressed that I wanted it equal about 3-4 times and was told yes, that would work

this is where I was led to believe the single seat would be attached

So where were they proposing to attach it?

I wasn’t sure where the connectors for the corner were but was told the single seat would attach at the arrow in the photo. There is no join there though, so it is impossible to add the extra seat here. The range comes in so many different options and parts. I asked for an equal corner (3x3) and assumed the salesperson knew which parts could detach and interlink

So how have they built it? Where have they put the extra piece?

Ask them if they record their phone calls. So a Subject Access Request for all information and communication connected to your name, including any phone recordings.

Is the single seat currently in between the corner and the two seats? I can see why you’d think that could be switched either side.

Me trying to work out what “DFS” stands for…. Darling Father Son? Darling Fishing Stool? Darling Fiancés Son? Ohhhhhh, Darling F**king Sofa 🤣

The extra seat has gone into the already longer side. So it’s now 4 seats by 2 seats. Apparently that’s the only join on the corner unit, so the only place for it to go.

unfortunately it was ordered in store therefore no phone records. It’s just my word v theirs

Are there any photos online or any advertising to show it could have been like you wanted ?

The sales assistant should have ordered 1 seat corner unit, 1- 2 seat unit with arm on left hand side and 1- 2 seat unit with arm on right hand side.
So 3 separate items (or you could have had 5 separate pieces if you wanted but it would look a bit different, with more joints).

It seems that they have ordered 2 items.

Not sure if you have any way around this however because even though they didn't order what you wanted I assume you ordered in store not online and it's your word against the salesperson.

If there’s no written or phone record of this, I don’t know how you can prove what you ordered. That sales person won’t back down now.

Does the sofa even fit in your room as it is or will it have to be changed?

Hmm, so they delivered what’s on the order and there’s no record that that configuration is incorrect. Unless the sales person admits their mistake, they are going to assume you have changed your mind as there is no error on their part, as far as they are concerned. Can you use what they have delivered? Put a single matching chair on the shorter side?

does it even come in a corner only section or is the corner always attached to one seat?

have you got your original paperwork that you got in store? Often salespeople will draw/ mark the configuration on this or make a note of it. If you don’t have it a copy will be available in store (I used to work in dfs).

unfortunately not. After the salesperson picked what bits to order there wasn’t a mock up shown or anything that would show how it would look once built. I’m just going by their “expertise”

Yes this is what should have been ordered

It fits if we remove the extra seat, just doesn’t look like how I wanted and obviously then there’s a piece that we can’t use

Yes I have the original paperwork but there are no notes or drawings on it sadly

I'm really surprised they made a mistake as when we bought a sofa from DFS a few months ago they went overkill on checking what we wanted. The initial salesman went over twice everything in detail and then another woman came over and went through the whole order again (type, size, colour, seat filling etc etc) so there was no confusion. Husband and I were rolling our eyes by the end! Did your store not do this?

Stand your ground, and escalate up the chain until it’s resolved. The fact you immediately called and flagged the issue is evidence that there is an error. Why would you call otherwise? Take excellent notes. Who you spoke to, what was said, date, time etc. keep your trail.
Tell them that if the product you were sold is not available, then they should collect the sofa at their own expense and issue a full refund.
Did you pay on credit? Any kind of credit? If so, your final point of escalation is a section 75 claim.
Essentially you’ve been missold your sofa. As a lay person you depended on the expertise of the salesperson to order the correct parts using their skills and knowledge of the product. I wouldn’t back down on this, it’s going to be a case of who blinks first.

Theyve clearly fucked up, the woman thought that's where the split was. They're out of order for not rectifying it as soon as possible. Have you seen them a picture of the sofa in place? The fact you've ordered an extra piece shows you intended on making your own configuration. And clearly if it doesn't fit the space you wouldn't be ordering that configuration.

The salesperson told me the sections she would order for the configuration that we wanted. I had shown her on another model that was out that had the layout we wanted. I trusted that what she said was correct. So that was then confirmed by another member of staff, but they didn’t ask me or confirm that it would give 3x3 but they equally didn’t say it could only give 4x2. They just confirmed what the first person had ordered, which I didn’t feel the need to query as she had reassured this was correct.