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

When I was on the phone with the store manager yesterday I asked for their email address just to put my point down in writing and he gave me a generic [email protected] which I have emailed. I’ve sent a photo of it in the room to this, but not convinced anyone from the store will actually see that

No credit I’m afraid, we paid debit card. I’m currently 37 weeks pregnant so it’s stress I could be doing without. I have looked online and I think our best option might be to pay their fee “under protest” and then seek advice or claim through the ombudsman. Apparently DFS are members of The Furniture & Home Improvement Ombudsman. Has anyone had any dealings with the ombudsman before?

I wouldn't pay the fee.

I think it would be harder to recoup it.

Could you just return the whole thing and reorder?

Such a difficult situation as you have no proof. Could you go to the shop and speak to the member of staff that ordered it? See if they remember saying it would configure that way?

I spoke with the original salesperson on the phone yesterday and she says she doesn’t recall me going to the other sofa and pointing out the exact configuration that we wanted and she has ordered what she understood we wanted. So she is denying any mistake her end. I asked if we just return the furniture and we can go elsewhere and get what we want she said there would still be a fee as it’s made to order furniture. When the store manager then called me back later that day (which I had to chase via their call centre) he said the only way I don’t pay anymore is it to just accept it and keep the furniture as is. Which resolves nothings for me.

Could you request CCTV? If it shows you going over to the sofa in the right configuration and making gestures over it, it might back up your claim a little?

You can do this with a SAR.

There should be a way to connect them, even if it is a bracket or wood underneath nailed to each edge, I’d contact a joiner to see if they can come up with a solution as you fight with Dfs/

Yes this is what happened with us too, and MIL when we went back the next day for her to buy one as well. Us and both the sales people signed to say we understood what we were ordering.

I mean, working in your favour is that the way they have done it is absolutely INSANE?! Who on earth would order a sofa with 1 seat on one part of the L and then 3 seats on the long bit - such an odd configuration, surely they can see that? Maybe ask them what number of customers have ever ordered this weird shape of sofa and didn’t they flag that it seems unusual?

We have this as we have a long thin room. So we have 2 seats under the window and four seats down the wall.

Did you pay for even £1 of it on a credit card? That might give you more leverage.

Under consumer rights cant you just return it for full payment?

Not sure if this would cover your situation but may be worth a try - https://www.visa.co.uk/how-you-pay-matters/chargeback-purchase-disputes.html

Op I wouldn’t let this be. Raise it up to head office. With an odd configuration like this it was on the salesperson to make sure that everyone understood 100% how it was to be ordered. Like I mentioned in these incidences a quick drawing on the paperwork is typical.

Only if there is something faulty, which OP can’t prove as she has received what was ordered.

DFS is a shop. They sell sofas.

Thanks for all your suggestions and help. I was supposed to get a call back from the store manager today which hasn’t happened. They don’t seem to do direct store phone numbers so you have to go via their contact centre - which I’ve done and advised the manager was to get in contact but still waiting to hear back. I will ask about CCTV as this will definitely show us walking over to a different part of the showroom and pointing at the other model. Something tells me they’ll say they don’t have access to this as it was back at the start of July 🙄 but you never know! I won’t be letting it go though

I don’t know why people are finding the configuration so odd. It would literally look like this.