Consumer rights when buying a sofa

Consumer rights when buying a sofa post image

If you have experienced problems buying a sofa or having one upholstered, then you are not alone. Complaints relating to sofas feature significantly in Consumer Direct’s top ten and the problem shows no sign of improving. So what do you need to watch out for and what are your rights?

Cooling off?

Buying a sofa is a big commitment, particularly if you have signed a credit agreement to spread the cost over several years. The first thing to be aware of is that any contract you make in-store will be legally binding from the moment you sign. You cannot simply wander back in the next day and tell them you’ve changed your mind. Cooling off rights only apply where you have bought the item by mail order – over the phone, or via the internet. And even then, it does not apply where sofas have been made to order – which is often the case.

Ordering and delivery

An approximate lead time will be given in your order. Although this is not legally binding, it shouldn’t take much longer than this. If you are experiencing what you would consider to be an unreasonable delay, you can make ‘time of the essence’ by writing to them, requesting they fulfil their contractual obligations within a specific time period (14 days), otherwise you will end the contract and request the return of any sums already paid.

As any sofa retailer will tell you, they cannot be held responsible if the unit is too big for the room, won’t fit through the door or up the stairs. Neither will they be liable for the cost of removing windows etc and are within their rights to charge an additional fee if they have to take it away again. It may seem like an obvious point, but the number of people who do not measure the doorframe in relation to the sofa is quite astonishing. Similarly, those in three-storey homes with a first floor lounge, should make additional allowances for a winding staircase.

Your consumer rights

Any sofa you buy should be of satisfactory quality, fit for the purposes specified and as described. Therefore, if it is described as leather, that’s exactly what it should be. If it described as a particular colour or fabric, it should not differ widely from this. If it a sofa-bed, it should function as a bed as well as a sofa. It should also remain in good condition for a reasonable length of time without sagging, coming apart, or deterioration to the fabric.  Just because you have had the sofa for some time, this does not prevent you from making a complaint on the basis of premature or excessive wear and tear.

If you are making a complaint, the retailer will always be your first and only port of call, and not the manufacturer. Retailers may also try to tell you that there is nothing they can do because you are outside your warranty period, or because you don’t have one. A warranty is irrelevant where quality and durability are concerned, and you have the right to a remedy under Sale of Goods.

The trader’s obligations

If the sofa which has been delivered is damaged, of poor quality, unfit for purpose or not as described, you have the right to reject it and claim a refund. However, where a repair is feasible, you must allow the trader the opportunity to do this in the first instance. The trader must cover the costs of the repair (including collection and re-delivery) and must not take too long.  If a repair cannot be carried out, or has been poorly carried out, if it has taken an unreasonable length of time, or if you have experienced significant inconvenience, you are then within your rights to request a replacement. If neither a repair or a replacement can be effected, you can then ask for a discount on the purchase price or your money back.


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131 comments… add one

  • sarah 17 May, 3:46 pm

    hi
    I have purchased 2 3 seater sofas from SCS they arrived on 27th jan 10 within 1 month we noticed the sofa was sueaking when sat on and rand scs on 1st March to inform them of this. a repairer came out on march 15th and put silicone and wd40 on the spings and said it was fixed! within another 4 weeks both sofas (in the same place) done the same thing again. rang scs again and they came back out on 23rd april. they offered to do the same again and we refused the repair, stating it is a re-occuring fault and we either wanted our money back or both sofa’s replaced. we then received a letter telling us that the sofas were suitable for repair and this was all they were offering and that by law they are allowed to do this. I then rang again on may 10th to be told i was not entiltled to a refund or exchange as they had offered to repair! they stated they would repair by replacing all the springs on both sofas, the repairer came today 17.5.10 without the spings to put wd40 on both sofas!!! i point blank refused this and rang SCS while the repair man was here, they stated they didnt have it down on system for springs to be replaced so i told them the conversation and who i spoke to stating that i had been put on hold by their advisor while he said he rang the repairer to check they had springs in stock! they then told me i couldnt prove this and that legally i had to accept repair, i was then told to put the repair man on phone to advisor and when they had finished talking i was told to write on a form that i was refusing repair again untill i had new springs. i did this but also stated i wanted the sofas replaced or my cash refunded. I now really need to know where i stand regarding this as i dont seem to have any rights according to SCS regarding the sofa’s both being faulty!i am completely fed up and want my money back SCS are a disgrace.

    Reply
    • michelle 13 August, 11:43 am

      i am having the same problem with scs i spent £3000 on a new sofa and within 8 weeks one of the corner sections had broken so they sent someone out to repair it which i was quiet happy with and the repair but now 4 weeks later another section has broken and the stuffing is all sagging etc so i have also refused the repair and told them i dont want a refund i just want a replacement i like the couch i chose hence that is why i picked it but i dont want another repair as i was dont the reason for the first fault was due to being damaged in transit which may have weakened the couch so im not prepared to keep the sofa incase when my warranty runs out im left with a broken sofa i dont think its a lot to ask when buying a sofa that was rather expensive it alot to ask for it to last at least a couple of years never mind only 5 months x

      Reply
  • Sam 5 January, 9:30 pm

    We ordered and paid in full for a suite from suite express. We were advised delivery would be 10 weeks and in some cases up to 13 weeks. This was aug 1st, despite numerous calls we still don’t know when we will receive it and they say they can’t refund all but a deposit. In the small print on the back (thus wasn’t even pointed out to us) it states delivery of upto 35 weeks before order can be cancelled. We don’t want to cancel, we just want the suite. Can anyone help to speed it up?

    Reply
    • Irmgard 25 February, 11:57 pm

      I am having the same problems with suite express. I ordered a dining room suite from their Leicester store which should have been delivered by the end of December 2010. I have been to the store almost every week, have emailed their website http://www.suiteexpress.co.uk and have phoned their Doncaster office. I don’t get any answers and the always absent manager never phones back. My partner and I are intending to drive to their Doncaster office once the new holiday year starts and we intend to stay there until we are either compensated or satisfied that our goods will be delivered in a timely manner. My advise to everyone reading this is not to use this company!

      Reply
  • Neil 25 January, 8:47 pm

    In addition to the above ref credit agreement;
    You CAN refuse delivery of the sofa, and the company CANNOT begin debiting your account until it is delivered. This advice came from my credit card company.
    NEVER use SCS under any circumstances.

    Reply
  • maeve lloyd 13 February, 2:01 pm

    I also have problems with sofa from scs the frame has snapped and is on the floor they want to repair it the cushions a flat and fraying i only had it 10 months now 1 yr on still been told not to sit on it because it could get worse still waiting for a reply.refused repair so they are doing nothing now about it im fed up.

    Reply
    • Willy Villa Shonner 2 January, 4:15 pm

      I am happy to support you and other unhappy ScS customers to get justice done – I bought a ScS Sofa a couple of years ago worth £600 and starting peeling badly last year – I contacted them and they would not take responsibility and kept fobbing me off so after a couple of complaint letters they said it had been my fault as a result of cleaning the sofa (which I did after the peeling occurred) so I am in the process building ScS Sofas complaints profile so ScS sofas wish they hadn’t messed with me.
      This is the ScS Sofas complaints Facebook profile I started so please ‘like’ it and start telling everyone to expose them for what they really are.
      Please visit my ‘SCS Sofas – Complaints’ page on facebook
      https://www.facebook.com/pages/SCS-Sofas-Complaints/265993813434708?v=wall

      Reply
      • jonina 17 July, 10:07 pm

        Hi willy thanks I have bought a sofa from scs and on the second day of having it it has sagged so badly it has made my bum go numb so I am not sure what to do ?

  • Sophie 5 March, 8:47 pm

    We are currently trying to get a refund of deposit from SCS for 2 sofas that we have not even received yet! They ordered the sofas before the finance was accepted – and it has now been declined 3 times. They say we have to pay £1023 by cash within the next 2 weeks and there is no other option! They are a disgrace and once our deposit is returned we will not be dealing with them ever again! Trading Standards are involved and doing all they can but SCS wont even return their calls or letters! Utter disgrace

    Reply
  • Esther 20 April, 9:41 pm

    Had a DFS sofa delivered on 09/04/2011. problems straight away. missing bolts in feet of all sofas(3 seater,2seater and chair)large scratch marks on sofas. lots of cuts, small holes and grazes in the leather on all 3 sofas. have been told this is insect bites and scar tissue from the cows hide!!!!!!!! frame on 1 sofa is damaged very badly and has nails coming thru. same sofa, seats and back do not align up and is not central. single chair looks as though it is years old.2 seater sofa has 2 large dents at the front. was told in showroom that it was sprung frame this is not the case it is fibre and foam filled. suite has been looked at now by 3 people i have been told that leather is a natural material and will fade. dfs want to repair my suite in the back of a car. they will spray all the scuffs and slashes. i am unhappy to do this as i feel i have a very badly damaged sofa. what is the next step

    Reply
  • simon 30 May, 3:08 am

    i bought a refurbished corner group from brighthouse, and after 2 weeks i have noticed large burns on the inside of an arm and on a cushion,the credit agreement says 2nd hand but the description in the shop said refurbished as did the shop attentend, i was not told of these burns and will be paying over £1000 for it, what rights to have on this

    Reply
  • Gary 3 September, 4:42 pm

    My mother recently bought a leather sofa and chair from a high street retailer.

    A couple of days after it was delivered she noticed the leather was excessively creased and some of the cushions were sagging. She called the store who sent technician round (from an external company) to examine it. The technician concluded there were a number of problems and said he would contact the retailer to get a fix.

    After about 10 days she hadn’t heard anything so she called again. The customer service rep said they were going to send an engineer to “steam out the creases and restuff the cushions” (even though she was repeatedly told it was a leather sofa). A few days later someone came round to do the job, saw the sofa and confirmed there was nothing that could be done as it was leather and the cushions were fixed – he said he would report this, and she should wait for a call from customer services. Again, the call never came …

    At this point I took my mum to the store and spoke to the assistant manager. They checked the records and said they would email the 3rd party (who were supposed to be doing the repairs) to chase them up. They did say that the sofa may need to be replaced, but the chair would not (the original technician suggested that both should be replaced as the colours may not match). The next day my mum decided it was all getting too much trouble (She is 86!) and called the store, rejecting the goods and requested the store give a refund.

    The store manager said that as they had offered to repair it she is not entitled to a refund. Is this true? Must she accept that the sofa is repaired or replaced if that is all they offer?

    Reply
  • Joe 27 September, 6:01 pm

    Hi there
    I just bought a sofa from DFS and was suppose to have it delivered today but it didn`t fit trough the door.I’ve been told that they will have to charge me for taking it back and also i’ll have to order a smaller one and as the sofa had already left the store it will have to be sold has a second hand and i’ll have to be charge for the difference between it’s real price and the one it has been sold for(although it’s never been use or unwrapped!). I did check the acsess as told and measured it but as i’m not a expert, i obviously did it wrong. Can they force me to pay all this expenses? Don’t they have any responsability to advice and help costumers?

    Reply
  • amina 1 October, 10:27 am

    hi, i purchased a sofa in store but did not see the goods before purchase. i saw the sofa ion a leaflet and when in store and orderd it. is this still covered by the distance selling regulations?

    Reply
  • gerry 27 October, 10:12 am

    Bought a suite (3+2 seaters) from Instyle. The three was sagging in the middle on delivery. I raised this and the company took it back and fitted “more support”.
    Three years later the support is practically non existent in the middle of the 3 seat with the others sagging a lot. Its unusable as in nobody can sit there without being uncomfortable within minutes,

    Is three years for a £3000 suite a “reasonable length” of time” or should I expected this to last longer
    The company has stated “the cushions are just compressed”.

    Reply
    • kevin 31 May, 3:38 pm

      I totally get were you are coming from! I think scs are a total CON. ! My elderly mother who has copd and is on oxygen went looking in the store and the sales person saw that mum was finding it hard to breath! She told her “I have the perfect suite for you”. Mum didn’t have the energy to look around the big shop and was just not her usual self. So basically the sales rep said “are you comfy on that seat your in”, mum said yes it was the casper Power recliner. The rep told mum that she would sell her it for a sale price of get this £2.500!!! Then we realised after leaving that we didn’t need the 3 seater to be a power recliner! She didn’t say. There was a static option for the 2 and 3 seater now only after 6 months of light use “it’s only me and mum in the house with family visits ” where my mum pits looks SHOCKING!!! It’s all faded and the chenille fabric all flat. This happened within first month I called they sent someone out and the guy said it was natural shading because of the fabric, And left. We’re just so sad as our last sofa was so strong it lasted 10 years and still had good use as it went ty charity shop sooo comfy compared to this junk! We’re scared to properly relax in it. Honestly it looks 5-6 years old a. Least people would NEVER believe it’s only 6 months old.so for £3000 your suite should still look great or at least good depending children pets ect, they just don’t make them like they used to. Poor mum saved a couple years for what is a considerable amount for a 3 piece suite :-( the woman also managed to get a further £270 extended warranty also. And last night mum scraped her arm and noticed 3 blood spots on the arm of her chair. I panicked and used the “complimentary care kit for stains” on the blood but it’s left a big round water Mark so I thought hmmm everything is fine i’ll phone on monday and get it cleaned under our 270 pound warranty….read the insurance guide and it states “cover is only for stains that have not been treated! Omg why weren’t we told that. Really really poor customer care once you leave that SCS. Store and give your life savings to them it’s …see you later don’t bother contacting us for aftersale problems as we won’t help esp if your a vulnerable pensioner with cash in hand! Sorry for the long reply but I’m am totally disgusted at this company. My mother is house bound and wanted to sit in a nice sofa that looked good ( yes looked ok in the shop until a couple months of light use) I would hate to see this casper scs sofa in a house with kids! I would give it a month and it would be destroyed! I don’t think there I. Anything can be done now except to WARN as many people I can about SCS DISGUSTING SALES AND NON EXISTING after sales.
      Again sorry I had to get this out there it’s so bad and mum should be happy and relaxed but is miserable looking a. The fading saggy ect,
      Regards
      Kev

      Reply
  • susan 12 November, 10:50 am

    Hi esther,could you tell me the name of the sofa,is it a biba ,natural hyde ?as i am having some trouble with mine sinking in one corner .they have been out and repaired twice but the problem still exists im so fed up and want a replacement or my money back which they say they cannot do. suzannah

    Reply
    • Willy Villa Shonner 2 January, 4:17 pm

      I am happy to support you and other unhappy ScS customers to get justice done – I bought a ScS Sofa a couple of years ago worth £600 and starting peeling badly last year – I contacted them and they would not take responsibility and kept fobbing me off so after a couple of complaint letters they said it had been my fault as a result of cleaning the sofa (which I did after the peeling occurred) so I am in the process building ScS Sofas complaints profile so ScS sofas wish they hadn’t messed with me.
      This is the ScS Sofas complaints Facebook profile I started so please ‘like’ it and start telling everyone to expose them for what they really are.
      Please visit my facebook ‘SCS Sofas – Complaints’

      Reply
    • susan 27 February, 5:46 pm

      omg!! Hi Suzannah,
      I’m having the same problem with my sofa from dfs, this too is the Biba range, sinking in the corners also sqeaking.. dfs came out to day and offered to refill and replace springs.. but I have refused the repair.. DFS are now telling me I have no choice but to accept the repair…I havent even started paying for the sofa yet : ( not sure what to do, i want them to take the darn thing back.. can’t even sit on it without leaning to one side.. could anyone give me some advice to where i stand.. would be so gratful,

      Reply
  • Willy Villa Shonner 2 January, 4:14 pm

    I bought a ScS Sofa a couple of years ago worth £600 and starting peeling badly last year – I contacted them and they would not take responsibility and kept fobbing me off so after a couple of complaint letters they said it had been my fault as a result of cleaning the sofa (which I did after the peeling occurred) so I am in the process building ScS Sofas complaints profile so ScS sofas wish they hadn’t messed with me.
    This is the ScS Sofas complaints Facebook profile I started so please ‘like’ it and start telling everyone to expose them for what they really are.
    Please visit my ‘SCS Sofas – Complaints’ page on facebook

    Reply
  • Katy 30 January, 8:57 pm

    I really do hope someone can help.
    Last April me and my x partner went to dfs. They had an ex display model and I ended up walking out having signed for it on finance. I had instant buyers remorse. I called the next day to cancel it to be told I couldn’t as I had been in store seen it and signed. The “store manager” was possibly the most obnoxious arrogant unhelpful and rude person I’ve ever spoken too. He said that we would have to take delivery and he would have it left outside the house if needed!! So I went in and funny enough he was ce as pie to my face. I couldn’t of possibly of had that furniture, the relationship oliver

    Reply
  • DFS Customer Services 29 February, 10:59 am

    We are sorry to learn you are unhappy with your furniture. We would love to see if we can help so please contact us on 01302 330365 and ask for the Customer Service Department.

    Kind regards

    Customer Service – DFS

    Reply
    • susan 29 February, 4:10 pm

      Dear DFS,
      I already contacted your store manager and have now had two home visits. Your store manager at maidstone branch was polite and agreed that my sofa had given way and new springs and filling was offered. However,I am not satisfied with the quality of the sofa therefore I have declined the repair.After doing my research I have found the same complaint with regard to the Biba range. I cannot sit at either end of my sofa as the seat dips leaving me sitting lopsided, it also makes loud creaking noises. There is only me and my daughter at home so the sofa has been lightly used. My daughter who is disabled as a result of a RTA has been to see an osteopath twice in the last month or so as a result of backache from the sofa. I feel very disheartened with the whole situation. My life is stressful enough looking after a disabled child. All I want is a comfy sofa to sit on.. The sofa is six months old and I would like to return it! Regards, from a desperate mum

      Reply
      • DFS Customer Services 1 March, 3:42 pm

        Please be assured we are concerned about the issues you have raised and would very much like the opportunity to speak to you regarding this.

        As stated previously if you could please call our Customer Service Department on 01302 330 365 we would be more than happy to speak to you.

        Kind regards

        Customer Service – DFS

      • susan 3 March, 4:49 pm

        Dear Dfs,
        I will take you up on your offer to call customer services,although I doubt anything will be resovled. All i ask that I be allowed to return a sofa that is not fit for its purpose.
        Regards

    • Kealeigh 11 October, 7:56 am

      i have a sofa from dfs the arm is broken and have been told it cant be fixed im still paying for this sofa only problem is its in my mums name. dfs are not helpful

      Reply
  • julier 7 March, 10:10 pm

    bought a 1200.00 sofa from scs, as expected they kept putting the delivery date back which meant we sat on the floor fro 4 months, but when they finally delivered i came home to find my cream sofa was dark brown i could of cried. I have my documentation fromwhen i ordered this clearly stating it was to be creamhow could they make such a big mistake unbelievable. I now have to start the process of sorting this out which i can do without, but one thing is for sure i wont rest until scs either replace this sofa or give me a decent discount for THERE mistakes.

    Reply
  • susan 8 March, 3:24 pm

    UPDATE ON SUSANS AT HOME SOFA..
    I’M STILL REFUSING TO HAVE MY 6 MONTH OLD SOFA REPAIRED, AS I DONT SEE WHY A SOFA SHOULD NEED REPAIRING AFTER SUCH SHORT TIME. I HAVE NOW WRITTEN TO THE COMPLAINTS DEPARTMENT OF DFS AND TO THE CHIEF EXECUTIVE IAN FILBY, AS OF YET, I STILL HAVE HAD NO REPLY, AND ITS BEEN AROUND A WEEK OF SO. I AM NOT A HAPPY DFS CUSTOMER AND WOULD NEVER GO INTO A DFS STORE OR RECOMMEND THEM TO ANYONE. I AM NOW GOING TO CONTACT THE CREDIT COMPANY TO SEE IF THEY CAN BE OF ANY USE. I NEVER THOUGHT A SOFA COULD CAUSE SO MUCH STRESS.. WOULD DO ANYTHING FOR MY OLD COMFY SOFA BACK : (

    Reply
    • DFS Customer Services 9 March, 12:05 pm

      Please can you call me, Customer Service Manager for DFS Furniture to discuss this further on 01302 573440. I would be more then happy to call you straight back as we are currently having difficulties tracing your order details as we do not have your surname or any address details.

      Many thanks

      Kelly Turner
      Customer Service Manager

      Reply
      • Mathew 4 June, 12:24 am

        Hi please see my message at the bottom :)

  • susan 12 March, 5:46 pm

    SUSAN AT HOME UPDATE: MATTER RESOLVED
    DFS HAVE AGREED TO TAKE MY SOFA BACK AND FULL REFUND : )

    Reply
  • Christine 14 March, 7:16 pm

    Hi there, I bought a 3 seater recliner and matching chair recliner from DFS about 4 years ago, it was called the ‘san remo’ but it looks identical to the sofa they’ve now named ‘Apollo’!!! (hmmmm!). The fabric on the sofa has completely worn away to the point that you can see the under stitching. My mother-in-law and one of her sisters has also got the same sofa but neither of theirs have this problem, and they’ve had their sofas alot longer than us. I rang DFS about this problem but because my warranty had ran out the month before they wouldn’t help me at all. The set cost us nearly £2000 (the chair was an electric recliner). we are a normal family, who’d use their sofa exactly the same as any other family. Are DFS sofa’s only built to last 4 years? :-( If i had the choice, I don’t think i’d buy a sofa from DFS again, we’ve wasted alot of money on something that now looks disgusting in our living room, and i dread to think what sort of fire hazard it has now become :-(. I’ll be happy to take a picture for anyone considering buying this sofa as I’d hate for you to be in the same situation as me, because this is what it may look like in 4 years time.

    Reply
  • peter baker 5 April, 3:40 pm

    WE ORDERED A DFS 2 SEATER AND 3 SEATER SOFA, A STORAGE POUFFE PLUS 2 LAMP TABLES 9TH JANUARY 2012 – WE WERE TOLD DELIVERY WAS 14 WEEKS BUT MOST LIKELY SHORTER, I REQUESTED IT NOT BE BEFORE 1 APRIL. I THOUGHT I WOULD RING DFS TODAY JUST TO CHECK ON DELIVERY DATES AND WAS TOLD BY THE GIRL ON THE PHONE (IN A “COULDNT CARE LESS”, BLASE WAY) THAT DELIVERY WOULD NOT BE UNTIL MAY NOW.

    FIRSTLY, I WAS AMAZED THAT NOBODY HAS EVEN BOTHERED TO CONTACT ME TO RELAY THIS, I HAVE HAD TO RING DFS MYSELF, OTHERWISE I WOULD NOT HAVE HAD ANY IDEA OF THIS.

    SECONDLY, HER ATTITUDE WAS ONE OF BEING BORED OF MY COMPLAINT AND I WAS RATHER DISGUSTED BY THIS. SHE SAID SORRY SEVERAL TIMES BUT WAS VERY BLASE ABOUT IT, I WAS NOT CONVINCED SHE WAS SORRY, MERELY IMAGINED SHE WAS READING IT FROM A PIECE OF PAPER.

    WHEN I SAID TO HER, “BUT YOU CANT GUARANTEE IT WILL BE IN MAY CAN YOU?”, SHE SAID NO SHE COULDNT.

    SO GREAT! I AM BEING HELD BY THE SHORT AND CURLIES WITHOUT ANY CONTROL OVER WHEN MY FURNITURE IS ARRIVING, I AM NOT CONVINCED THEY EVEN CARE, I HAVE NO FURNITURE TO SIT ON AS I GOT RID OF IT IN PREP FOR THE ARRIVAL OF THE NEW ONE.

    THANKS DFS – I SHALL NOT BE SHOPPING WITH YOU AGAIN AND I SHALL MAKE SURE ALL MY FACEBOOK FRIENDS ARE AWARE OF YOUR GREAT SERVICE!

    Reply
  • DFS Customer Services 11 April, 9:18 am

    Good morning

    We do apologise that you have raised concerns with your order and also the service you have received from your local DFS store.

    We would really like to help you and would ask that you please call our Customer Service Department on 01302 573348.

    Kind regards

    Customer Service – DFS

    Reply
  • dan 12 April, 3:50 pm

    I brought a corner group from dfs, there are 5 sections and we only have ever used 2 sections as there is only 2 of us in the house. The sofa is coming up to 19 months old and one of the sections we dont use, whilst cleaning it, i noticed that the arm top was not as firm as the other arm on the part we use. dfs came out and when looked, the wood board on top on the arm frame was split. very strange as this has had no use at all and is clearly unused as the cushions on the 2 seats we use have sunk in and the other 3 seats are still as when delivered. They proposed to glue some cardboard over the split and then glue a split of wood across the cardboard. They say this is an acceptable fix. When i said i dont think so, this must of clearly of been a fault when it was made as we have never used the seat, i was told it could of been but i need to prove it and this was the repair method. My problem is it feels like they are just bodging the arm up and it is not what i paid for as the arm was made with wood and not cardboard. The manager rang and refused to do anything other than this cardboard repair, spoke to customer services at head office who was just rude and told me thats all that would be done and tough if i dont like it. How can they get away with such poor repairs and service. what else can i do about it.

    Reply
  • Ed 15 April, 6:38 pm

    I bought a sofa which shows signs of tearing on the base, presumably from poor construction given strange location, after only 4 months. The seller has requested we pay for an independent inspection of the sofa. If the report confirms faulty construction they have agreed to refund inspection cost and repair. Should i have to pay for the inspection in the first place?

    Reply
  • angela 16 April, 4:03 pm

    hi we have had a dfs three and two seater we had delivered in november after two weeks stiching can loose now the leather is peeling where my husband rests his head when in the recline position we had purchased the insurance to cover damage when i called dfs they said talk to the insurance provider after doing this i was told we were not covered and that the leather has worn as my husband has a shaven head they are due to come and look at it on friday and maybe repair i dont want it repaired as he will have to grow his hair to sit there they also told me to buy a throw to put on it if i wanted to do that i would have kept my old sofa do i have to accept the repair i want to send the sofas back can you help

    Reply
  • angela 16 April, 4:09 pm

    in conversation with trading standards

    Reply
  • dan 16 April, 5:39 pm

    In follow up to the previous post above, I had a second visit from the local store manager who now wanted to totally remove the leather cover to repair the arm, would they ever it get it put back the same way. I have since found out from the manager of the stoke store, that the nice Italian leather sofa we brought ( well thats what the sales advisor Jamie Wetton )told us when we order the sofa is infact inported from China and nothing to do with Italy like we were told. How can DFS expect to get away with poor repairs and lying to customers just to get a sale.

    Reply
  • Rose 17 April, 12:23 pm

    Hi i brought a leather sofa on finace for just under 3000pound from DFS and have had nothing but problems with 1 of the chairs and the sofa i keep getting a white film coming on the chair when the tec came out he told me it was the salt in the leather he cleab it up and put something on it but within a day it was back so i phone up he came out again and this time he was blaming my dog but she does not lay any where near it im getting really fed up now with it is there any thing i can do

    Reply
  • Anita 18 April, 12:42 am

    Please never buy a sofa from dfs. I ordered my sofa a 3 seater and a cuddlier in aug 11. I Was told delivery would be sept, which never happened. After me making several calls the sofas finally turned up 28th oct. In jan I noticed there were springs sticking out the back of the 3 seater and the cuddlier the stitching has come away on both ends. They collected the 3 seater for repair and gave us a lone one. When they returned mine back which was not fixed properly they damaged my front door frame, they did not tell me I had to find if myself. I called the delivery guys back and they just said ” I DONT KNOW” all the time. The store told me to get 2 quotes for the damage, which I got 3 the cheapest quote was £980. Dfs’s insurance are only willing to pay £100 and I have to pay the rest. Which I think is discussing. I am not going to let them get away with this and I am going to fight them all the way.

    Reply
  • Micky 19 April, 3:12 pm

    What happens when your promised a delivery on s sofa by 14 weeks, when it goesnt show and they fail to return your calls, what can you do???? Stressed out to the max

    Reply
  • Anita 21 April, 3:20 am

    Hi Micky, Have you tried to call customer care. The only other option is to go into your nearest store as that is where the delivery will come from. Hope this helps.

    Reply
  • dan 21 April, 6:10 pm

    Well i have enventually spoken with the area manager of DFS today, Adam Hankingson, Still have not resolved the issue, He claims its acceptable that we can not clean the leather with the leather kit they sold us and that we may of wiped the leather to hard to cause the black marks and the hard circle patterns that happened last time we used them. Never have i had this problem with previous leather sofas i have had and cleaned. On the subject of the faulty arm, they will still do a repair but wont guarentee the work. As they need to remove the entire leather from the sofa, mend the arm and then recover it with the leather. He has refused to cover the work with any guarentee, so if they do not refit the leather proberly, it will be on myself to get it fixed again. How can they get away with this and all he can say is take us to court if you are not happy as the judge will rule in our favour. He also said that you do not use the chair so the leather wont move on it.
    The subject of the sales advisor that told us that the sofa was made in italy when actually it was made in china, he basically said that this did not happen and i was lying. Well as i was there and asked this question when i placed the order, i know what was said and as he was not there, how can he say what was said without asking the sales advisor. I said i would go myself and speak with him. When i got to the shop, Adam had rang ahead of me going and told the manager to ring the police if i raised my voice as they did not want a scene in the shop. What does that tell you about them. Jamie Wetton could not recall what he had said despite remembering that we had made a template to get the correct measurements. He sat their quite smuggly and refused to answer the question about why he told me it was made in italy when it was made in china. If you do go to DFS in stoke avoid this sales advisor as he will say anything to get a sale. we would not of paid £3000 for a chines peice of poor quality furniture and would of choosen something else had he of told the truth. I guess the problems will carry on as this is still not resolved. Their customer service is very poor as well as they promise to ring you back and then dont. They seem only too happy to take your money but are not so good when problems arise and how they are sorted out.

    Reply
  • Troy 25 April, 10:00 am

    My complaint is with SCS,signed up and paid in cash for a 3&2 seater leather and a matching chair and footstool,the staff in store were good was a display model and manager gave us the leather cover and delivery off so was happy leaving but then they installed it…….2 months into it i sat on the sofa and was a big crack i put mt hand down back and the support rails had been snapped off,hence making the back sink into the sofa,i called the hotline which was more like a call centre not a customer service line and took a month for them to come out.An arrogant man came out said patronising things such as “do you sit on this often” and get this “have you been bouncing on this”,there is only me and my girlfriend and we work all time.He unpinned it looked underneath said support rail had gone and said he couldnt fix it tok pictures and 3 weeks later got a letter saying that they are not liable as its not a manufacturing problem and its general wear and tear,which i was angry about and said very unhappy with this decision as paid nearly £2000 pounds for this and service i got when they got my money was nothing short of a disgrace,my advice go somewhere there that treats you well after you walk out the door.

    Reply
  • kathleen 25 April, 11:02 pm

    i brought a corner sofa from scs in dec 11 which I am very unhappy with, my cushion started to sag really bad and powder stuff was coming out of them some one come out and looked at them and said they were really bad and should be replaced they said 7-8 weeks for the new ones it has now been about 12 weeks they were supposed to be delivered on the 2nd april but weren’t sent, I had more problems I’ve got a crease on the arm and a wooden bit sticking in the back someone else come to look and said it was were the backing had slipped 22 days later I still hadn’t heard from them I phoned them and they said there was no problems with my sofa !! I’m very upset by this as there clearly is a problem I feel very let down and upset as they are no doing anything and I’ve only had the sofa 4 months :(

    Reply
  • Peter 27 April, 2:52 pm

    We also purchased a Biba chaise setee and arm chair from DFS ( Bolton ) delivered on 17/04/12. We were not happy with the lack of filling in the cushions, and the marks on the leather. A rep came out to hear our complaints and I was also fobbed off with the flea/wart excuse ( the cows used for the display models in store were obviously in a flealess part of the field ), which actually looks like a cat has used it as a scratch pole, and the cushions were down to softer leather ! We were not happy with these excuses and asked for a second opinion, as my wife was at work the fist time someone came she asked if they could come after 4pm when she would be in, unfortunately the reps can only call between 7 and 10 am (can only assume theyre on the golf course by 10.30 ) Customer relations nil out of 10, so she has had to take the morning off work. We havent had the suite 2 weeks yet and it looks like we have had it 2 years. Await with baited breath the same excuses from the next rep to visit. Will let you know how we get on.

    Reply
  • helen james 29 April, 4:15 pm

    i can help i feel so sorry for you all i know exactly how you feel and would help you to get on the right track to solving you problems. i have left comments and 3 pics on the scs complaints site on face book. in 2010 i bought a sette from scs. it broke 3mths after delivery. they came to repair it. it then boke a further 7times. they came to repair few more times because it was a reoccuring fault i refused repair. i was in constant contact with trading standards. in the end i took scs to court it is the only way!!i won. am still having trouble getting the money they have been ordered by the court to pay. no worries though as the court has a process of collecting the money if i dont recive it all by tomorrow(30th april 2012). i wish i could help you all please dont give up its taken me2yrs bt i gt there in the end!i wish you all good luck.

    Reply
  • alison reynolds 1 May, 2:23 pm

    hi brought marble effect top (oaklahoma) coffee table from dfs droitwich store when arrived marble top was discoloured and shot (cracked). I returned table myself in car backto store who gave me showroom table instead. Within about 1 month i noticed bottom of table falling apart looked rotten. I contacted dFS who sent out repairs techinan who said we should glue underneath table offer us £50 back He said table was damp and store should never had given us ex show model as due to length time been there. Next day store rang for refund inwhich i refused and asked full refund. I was not offered any form transport to return the table so once again had to arrange for this heavy table to be returned in my car. As me and my partner lifted the table the marble fell out and smashed into my left big toe. we returned table to store and told manager what happened. He put his hand up and said we do not want to go there do we (how rude and arrogant he was) at time we order another table since have cancelled due to length of time and if table be in a good condition. Hence i went To A & E have not broke my toe but severe tissue bruising (Awiat for my toenail to fall off yet very black and bruise)still awaiting refund yet! Guess we had only ordered another leather sofa from there hope this is ok.
    Dfs need to get there act together and remember without us customers the shop and staff would not have jobs or stay open. Treat customers with respect and would of expected compensation out of this maybe should go down legal route? what do you think

    Reply
  • charlotte manning 15 May, 4:46 pm

    i am in the process of buyin a sofa from scs, we have got a corner group and 2 3 seaters coming. it was due to come in april but i have asked for it to be delayed because we asked for a discount they rufused to have us on finace due to this… now we have to pay all upfront befor it comes is this normal? why cant they just put us on a finacial plan there is not much to pay but i really cant afford it rite now. y do they have to b so duffecalt!!!! please advice me!!!

    Reply
  • Greg 17 May, 9:09 pm

    that is absolute nonsense!! you have rights under the sale of goods. DFS think their selling cars?? when you purchase anything, whether it be a car, a jar of coffee or a sofa, you are covered by the sale of goods act. you shouldnt have to pay a penny, BY LAW. go to another, more expensive retailer. DFS AND SCS are cowboys who use cheap rubbish. Hunters or harveys is your best bet.dear but superior quality. hope you get your sofa soon.

    Reply
  • Mathew 3 June, 8:19 pm

    Hi DFS, I ordered a sofa this weekend and am regretting doing any business with your company, I chose a sofa and a swivel chair from your trophy collection which I liked, everything is fine with the sofa in charcoal combination however with the swivel chair it is not all fine, he offered us some options of soft spring cushions or foam cushioned, I chose the foamed cushioned. However he put it through as a different chair completely as a Dare foam large swivel chair ( which when I went home to show someone I learned it was a different range all together!) When I asked why the price was so high compared to the one I saw, the advisor said the item on was a display model and the one I was ordering would be brand new which would explain the price difference, but it is not the same range of product as the one I picked and DO NOT want it. When I signed the contract I thought it was the same range as the one I picked and Sofa and not at any stage did the advisor say otherwise I thought he was just offering a better type of cushion! I have sent an email and letter to your cheif exec Jon Massey explaining I’d like this order modified at no cost to me. This is bad sales tactis from your advisor, throughout the whole experience I was being hounded/smoothered for a sale by staff are you really struggling so much that you need to hound people for sales? If this does not get resolved to my satisfaction I will come to the store and argue in full view of the customers about how I have been treated and make you look bad and if I have to go to the local media about it.

    Reply
  • nigel 5 June, 4:41 pm

    hi bought a corner suite from FURNITURE VILLAGE and almost from day 1 the clips that hold all 3 pieces together have never worked and keep unclipping. the repair man who has been to our house 7to8 times repairs it but in a weekunclipped again.FURNITURE VILLAGE have now said after lots of complaints we can exchange it for one of the same price but we dont like anything they have Can we just have our money back please.

    Reply
  • Nite 7 June, 12:43 am

    I have also had an ongoing issue with DFS regarding a Biba 2 Seater leather sofa, in natural tan, which I purchasd in May 2011. The sofa began to develop small black spots on one of the cushions, and the entire area of the cushion gradually began to darken over the course of the year. After 3 months of phone calls, visits from both the customer service manager, and store manager, and various emails to the chairman, head office and store…They finally have agreed to replace the sofa. My advice to anyone with the same issue is do not agree to their leather cleaning…it makes it worse, and do not settle for them re covering your sofa, or replacing a cushion as I was offered.

    Reply
  • tracy 14 June, 10:08 pm

    Hi
    took delivery of our DFS Emperor sofa 4 wks ago and we are very disappointed! Apparently it has replaced the New Biba as they were having too many complaints!
    Well we ve had their upholsterer/customer service guy out and also the store manager to view the unsightly markings on the sofa and also the staples that can be felt through the armchair. We have been offered a repair to the chair and a replacement to of the seat cushion section to the sofa. We are very unhappy with this as we feel we should nt have to accept a repair and ultimately should have it replaced with a suite that is of showroom standard. We have been told that the holes as i call them are actually gode marks whatever they are????? and are naturally occuring,the store manger has told us that we should reconsider a different finish on the leather
    as these marks/holes could be on the next sofa! has he no confidence in the product we ve been sold?? we loved the distressed look of the ranch colour hide,all we want is for it not to have holes in it!!!! Help!!

    Reply
  • DEBBIE 21 June, 12:08 pm

    I PURCHASED A SOFA SUITE FROM SCS IN DECEMBER 2011. I CALLED SCS IN JANUARY REGARDING FAULTS WITH MY SUITE, ON THE CUDDLE CHAIR THE ARM WAS DENTED IN TRANSIT AND THE CUSHIONS ON THE SOFA ARE AS FLAT AS A PANCAKE. THE INSPECTOR FROM SCS COME ROUND TO EVALUATE THESE PROBLEMS AND WE WAS ADVISED TO GO AND BUY SPONGE TO GO IN THE SOFA CUSHIONS AND THAT THE CHAIR ARM WAS DAMAGED BY SOMEONES ELBOW NOT IN TRANSIT. WE WAS TOLD THAT SCS HEAD OFFICE WOULD PHONE US WITHIN 7DAYS TO DISCUSS BUT WE NEVER RECEIVED ONE. I CALLED BACK AGAIN IN MAY TO DISCUSS THE PROBLEMS FURTHER AS NO ONE HAD CONTACTED US REGARDING THESE PROBLEMS AND WAS INFORMED THAT THE INSPECTOR WOULD COME BASK AND VISIT US. I ASKED FOR A DIFFERENT INSPECTOR AS THE ONE PREVIOUSLY WAS NOT OF ANY HELP AND THE SAME PERSON CAME BACK MANING WE GOT THE SAME RESULT. WE HAVE NOW GOT A 7MONTH OLD SUITE WITH DENTED ARMS IN THE CHAIR, FLAT CUSHIONS AND ALSO NO SPRINGS IN MAIN SOFA JUST DENTS WHERE THERE MENT TO BE. I HAVE RE CONTACTED THEM ON THE 20TH OF JUNE AND HAVE BEEN TOLD I HAVE GOT TO WAIT TILL THE 3RD OF JULY BEFORE THE SAME BLOKE COMES OUT AGAIN TO TELL ME THE SAME CRAP ALL OVER AGAIN THAT IT IS NOT A MANAFACTURES FAULT AND OUR PROBLEM. WE ARE NOW GOING THROUGH TRADING STANDARDS AND WILL BE TAKING SCS TO COURT IN DUE COURSE.

    Reply
  • geza 22 June, 7:32 pm

    hi.
    i bought a sofa from sofaland,warrington.i paid £200 deposit,the sofa ( corner one ) arrived after 3 weeks and i thought it was the wrong corner,because i had a look at it on the back of the delivery truck,but then i found out it was the correct one,but the delivery guys left,i called them to turn around,cos it might be the right one,they said they won’t…then i called the sofa place to tell them and they said they will deliver it again sometime…i told them i want the deposit back if they couldn’t turn around even though they wre only 10 minutes away from me then.the guy said i will never see the deposit back…how can i get it back? do they have the right to keep my £200 ???

    Reply
  • Jean 18 July, 12:15 am

    I purchased EVELYN sofas from DFS 8 mth ago with extra insurance. One of the sofas had a crunching noise when sat on .Turned out to be a faulty spring , which had apparantly slipped forward and was rubbing against the edge. This was fixed , being worried that this would happen again a few mnth down the line I challenged the repair work, It was said that it wouldnt happen again as the spring had been bent back to hold in place.Also there is only 2 of us in the house and they look more than 8mth,s worth of wear due to the shading which looks like the scotch guard has not been evenly distributed. Ive lost faith in these sofas My husband is terminally ill and I need to be sure that these sofas are of good standard to last me as I doubt I,ll be able to afford a replacement in near future. Where would I stand in requesting a replacement .

    Reply
  • Tracy 19 July, 9:31 pm

    Hi, we have have our new Emporer sofa from DFS delivered 2 weeks ago. 2 days ago my husband got up from the sofa, hand on arm to assit with getting up from the sofa, as you do, and crack! his hand went through the arm! basically the wood under the leather now has a hole in it. Also on the chaise part of the sofa the seat cushion feels as though there is not enough filling in. The leather is also pretty slack around this part and already looks a few years old!

    Anyone else had these problems and if so what was DFS reply. We have a service manager coming to see sofa next week.

    Thank you.

    Reply
  • sheila 31 July, 10:59 pm

    Hi I bought 2 sofas from the CONCERTO range at DFS.
    I have had them one week and after only light use the chenille fabric on my 4 seater is all puckered!!! Cant believe what Im reading as never bought from DFS before.Will be contacting store tomorrow and will update on how I get on.
    Sheila

    Reply
  • N. Thomson. 7 August, 11:55 pm

    Harveys Furniture Store are just as bad in dealing with customer complaints, basically they take your money and are not interested, we were told today to go to Trading Standards. Our suite is only 6 weeks old.

    Reply
  • sheila 13 August, 6:35 pm

    Hi,Here is my update.We bought two sofas from DFS Concerto range and after only ONE week chenille fabric has puckered.I rang the Warrington branch to ask what they would do about this problem.Was told that they would send round their technician/upholsterer to take a look in two weeks time.
    He arrived this morning as arranged.He said that having a new sofa is like breaking in a apair of new shoes!!!!WHAT. That we should expect this fabric to look like this as the sofa settles and softens and that we were to carry on using the sofa for a few more weeks after which he said they would come back and re stretch the fabric!!I pointed out that the sofa is a few weeks old and evidently is faulty just by looking at it its clear to see. He flatly refused to say that there was anything wrong with the sofas even though its blatently obvious there is.He said and I quote “There is nothing wrong with the upholstry”.
    I said I wanted a refund as I felt that the fabric is faulty and stretching it would mean the fabric will not wear as it should .It’s brand new and looks worse than the 10 year old high street sofas we have replaced it with.
    My next step to speak to the branch manager.
    Update to follow.

    Reply
    • Kayleigh 7 June, 11:16 am

      Hi Sheila

      I love the concerto range but was looking at reviews before I purchase
      How did you get on with yours?
      Thanks
      Kayleigh

      Reply
  • dan 17 August, 8:43 pm

    We have had this problem with one of the major furniture retailers the other year when our 3 piece sofa sank and needed new springs. Repair was made and still the same thing. Refused offer of refund but offered another repair and still the same thing.
    I do not bother anymore asking or complaining i just issue them a summons for the small claims court for the case to be dealt with. Its the only way to deal with these retailers these days, they take your money and then cannot be bothered. Yes we won by the way and got a full refund, perhaps they should listen to there customers more but they never do.

    Reply
  • pearl 1 September, 7:27 pm

    katy omg ive just done the exact same thing. what did you do in the end did u have to except the sofa?

    Reply
  • s khan 13 September, 1:03 am

    bought 2 settee’s from COUSIN’S in 1/2006. Had bought a 5yr warranty as well. My wife recently noticed that one of the springs is broken.
    WHAT ARE MY RIGHTS?

    Reply
  • Fran 20 September, 11:19 am

    NEVER BUYING FROM DFS AGAIN!!!

    Had our DFS Sofa delivered yesterday and I stupidly thought to myself wow what a good service as the sofa arrived early! I unfortunately wasnt at home to take delivery as I have very limited time off so when I got home to check the sofa there is a hole in the front of it! The hole once you have seen it and touched the fabric is extremely obvious and seems to go through the framwork that is behind the area.

    I have already had 2 calls to SCS customer service who have said that they have to assess the damage by sending out an upholsterer and see if there really is damage (like I am lieing) and the upholsterer can only come between 9-5pm – like I previously said I cannot be there so apparantly thats my fault and if I cant be there then theres nothing that can be done and I keep the sofa – even though SCS have delivered it with a fault! I asked for the sofa to just be collected and I will buy something else but they said no not without someone coming out to look at it. There is no resolution or alternative to this when I cannot be there though so I dont know what I am supposed to do I can have literally no time off work for the forseeable future so I am now stuck with a brand new sofa with a hole in the front! The worst thing is that I have just moved into a new place and was planning on getting one sofa now and assessing the space and then getting another one to go with the original one. This obviously would have been ordered through SCS so that the sofas matched but now I will never place another order with them again as I dont know how the hole in this one is going to be sorted. They delivered damaged goods and I have to be inconvenienced or put up with it basically. – FUMING

    Reply
  • maria 21 September, 9:07 am

    How long should a sofa bed last? I bought my sofa a bit more than a year ago. The part of the sit of the sofa came apart from the frame so it is not possible to sit on it any more. When I contact the seller a couple of months before a year of purchase they gave me instruction of mailing then pictures of the damage product. They ignore me and kept telling me to send then more picture and then, after a year of purchase, they told me that the item is not under guarantee and they cannot fix it. I thought a sofa bed should last more than a year. Is there anything I can do? I bought it from Amazon but I contact the seller, Bedmaker.

    Reply
    • Margaret Richardson 22 September, 10:31 pm

      I have had a sofa bed from Marks and Spencer for fourteen years and it is as good as new. It was about thirteen hundred pounds but worth every penny

      Reply
  • Graeme 22 September, 4:54 pm

    Ordered a corner suite on wednesday … but by saturday we concluded it was far too big for our living room.
    So on saturday we asked to cancel the suite and get anther smaller one.
    DFS say of course you can cancel your credit agreement but the suite you ordered will still come and still need paid for.
    3 days after signing and we are stuck in a contract with no way out. In 10 weeks time we get a suite that wont fit in our room.

    Anyone want a nice corner suite ?

    Reply
  • angelicghost 23 September, 3:22 pm

    I have just managed to successfully get a refund from ScS, well i hope they make a full refund tomorrow when they uplift my sofa. I have had an 8 month battle with them, my sofa was showing signs of sagging within 2 weeks of purchase and then other faults became apparent within months of delivery. I allowed a couple of repairs to start with then insisted i wasn’t happy with the quality and wanted refunding. I have had to fight all the way, i think they just got fed up of me in the end, but perseverence is the answer people, don’t let up on them and quote the sale of goods act 1979(as amended) in every correspondence if it applies to you.

    Reply
  • stefanie smiles 17 October, 3:37 pm

    I bought 1600 pound suite forms dfs in august within 1 week stitching came away and when it was delivered had blue mark on arm of chair guy came out said he would order new parts in to fix I was happy with this however 3 month on and we had to travel to local store as now stitching coming away on puffy and chair , guy was out today to fix it I said I don’t want it fixed want a different suite as this is problem as all 3 products we bought stitching came away he said he would ring his manager , manger came on didn’t listen to one word I said he just kept saying we can’t do anything but fix it this is what we do this is law I again try to explain this is not law as you have sold me faulty products but again he cut me off and just kept saying same thing then he threaten me as said if I don’t accept repair then I loose a claim against him which I would in his words ?/? I would lose my guarantee and pay FOR IT TO BE FIXED????? So I was forced to accept this I am very unhappy and will never use them again I have bought 3 sofas in last 6 years from them never again feel so let down by them and for the manger to speak to me the way he did disgusting i will be tell ing everone i know about this

    Reply
  • Linda 25 October, 7:18 pm

    Avoid M&S sofas at all cost

    We took delivery of a lge sofa, chair and footstool in May 2012 , within weeks the cushion inners had started to sag particularly on one side of the sofa and before you ask NO I am NOT a large lady ( 10st at the most) We also noticed that one arm cushion on the sofa had developed into a ‘pyramid’ and one chair arm cushion had a large ridge running across it . Phoned them and had to send one cushion back for ‘testing’ which M&S agreed was faulty and replaced them. However within weeks they had also sagged. Phoned again and they said they would send out FIRA to look at the problems. The inspector decided the suite wad fine yet he did not even sit on it but agreed that the arm cushions and seat cushions were not up to standard. The cheeky sods sent me new inners for the arm cushions BUT as I am not an upholsterer and no one came to fit them what did they want me to do with them !!!

    Finally 5 1/2 months they agreed to give a full refund and £50 ‘compensation’ in the form of gift vouchers ( joke)considering I never want to step into another M&S store I know where I would like to tell them to put their insult

    Reply
  • Dawn 1 November, 2:47 am

    I recently purchased a sofa online through Sofaland. A week after delivery I noticed the end section of my 3 seater recliner was sitting about an inch lower than the other 2 seat cushions (it came in two sections). I complained to them, they ignored my first 3 messages but eventually I got them on the phone. They wouldn’t send anyone out to look at it and just told me to send in some photos which I did. Once again they did not respond and I had to chase them. After looking at the pics they decided it was not a manufacturers fault and couldn’t replace it. How they could tell this from a phone photo I have no idea. They said they could send an independent engineer to look at it but there would be a charge to me of £50.00! It would be refunded if it was found to be a fault. Since the customer service I had received so far was dire, I had no faith in them and I felt it was only going to go one way. Basically they would not do anything – the sofa is only 2 weeks old! As it stands the sofa looks cheap and ill made. I feel extremely disappointed and also annoyed at their poor customer service. I would urge people to never use this cowboy outfit! I have just wasted £400.00 on an uncomfortable, badly made, cheap looking and tacky lump of junk.

    Reply
  • Dusky 1 November, 12:54 pm

    I had a 6 month battle with SCS resulting in me receiving a new sofa. First Sofa had numerous problems from sagging,dipping faulty material. This sofa is of a better quality but 1 back cushion has started sagging and the creaking is driving me mad! SCS customer service is shocking!! £25 worth of calls to the 0845 number serveral upholsters later wrong part order, people not turning up on the right days etc etc
    In the end i spoke to citizens advise who gave me a sample letter to amend and send to SCS and to copy in the credit company……..result in 2 weeks new sofa ordered (i wanted a refund but i settled for this)
    I have today been back on to the store whom fobbed me off saying they cant deal with these matter any more and gave me a switch board number 0191 514 6000 but i kept getting cut off!! I have now emiled them via there website.
    I WILL NEVER BUY FROM THESE AGAIN!!!!

    Reply
  • Lee 2 November, 12:21 am

    Did you actually purchase this from SCS or DFS, you seem to be a little confused??

    Reply
  • hugh 2 November, 11:13 pm

    just ordered 3 seater and 2 seater in the dazzle collection with pouffe ordered last sunday tried to cancel but they wont let us unless i give them £600 do you fancy a swap what was your outcome any luck

    Reply
  • Paula sutton 14 November, 7:23 pm

    Just bought a sofa from dfs it came today and I hate it.. Paid nearly 1500 for it from the taboo range… It looks cheap and quality looks awful… Any ideas in what should I do

    Reply
  • Joanna 2 December, 9:11 pm

    Hi, we bought our 3 seat sofa and electric chair in March 2009 paid £2042. Electric chair stop working!!! Can someone tell me how many years of guarantee DFS gives for their products?

    Reply
  • David Baker 3 December, 2:07 pm

    we brought a sofa18/02/20011 and under the first year we had it repaired aprox 6 times to the point we was told it can not be repaired anymore.after going to harveys to get a replacement was told that if we choice another sofa we would be charged £500 for useage of our sofa.so we was forced to have the same sofa.the second sofa was delivered to us on the 16/02/2012, and about june of this year had to call to have this sofa repaired as the stitching came undone,which was repaired . on noivember of 20012 had more problems where they sent another repairer whom stated that all the padding become flat,and other problems he found,he told us that he will put more padding in the sofa butit will only last about 6 weeks,he stated if harveys found out what he said he would be sacked..we are so disappointed with the sofa and wish to get our money back and the only way we can do thios is to take harveys to the small claims court,we are desperateto do this as harveys as not been helpful from the first time of having problems have not been any help at all.please help we have not got any money to replace our sofa. kind regardes David Baker

    Reply
  • Ruby Turley 8 December, 9:39 am

    we purchased a modular lounge from Harvey Norman on Interest Free. We had it for about 6 months and the fabric was absolutely terrible, pilled an awful amount, faded and the cushion foam was sinking. We asked to get it fixed, they took it away and “shaved it” and “replaced” the foam. We inspected it but didn’t accept it as it would have just done it again in another 6 months time. This was a long process, we were without a couch for about 4-5 months, while we had a newborn too! they told us it would only take afew weeks. So they decided we could choose a replacement. It was a little more in cost, but they gave us a $500 discount and we paid the $300. So weeks later our new one finally arrives, it was all plump and fluffy, very nice. First time we sat on it, you can feel the wood frame under the cushion. The cushions have all flattens and gone lumpy, even though iv followed the care instructions/rotated the cushions every few days. I’m so unhappy, I wont be buying anything from Harvey Norman again. I just wonder if there is anything more we can do. Can we complain about our current lounge? Either get it “fixed” or get a refund on our interest card?

    Reply
  • Ashleigh 8 December, 6:39 pm

    I recently ordered a corner suit from scs I paid 700 deposit when my load sofa came I was told my suit would not fit through the door. I went back to scs and explained they said I couldn’t have my deposit back but assured me that they would get it in. They said a man who works for there company can rebuild the corner piece in my home. So I beloved this and paid a further 2050 pounds. My suit was supposed to arrive yesterday and fails to come. Today I was told the corner piece can not be rebuilt…. This means I may loose 2750. I am really upset that the sales man lied to me to get my money and I wondered if anyone had any advice for me who should I contact

    Reply
  • gemma 13 December, 1:02 pm

    we bought a 2+3 seater brown/mocha (quantos dreams) from scs for £2569 feb 2010 by march 2011 it had all started to peel we complained and they wasn’t interested even though we took out a 5 year guardsman policy we contacted them and they wasnt interested either … now another year on out sofa looks about 5 years old its got patches of orange were its peeling, im so ashamed of it, it really does make it look years older than it is and as time gfoes by it justgets worse, im ashamed for people to see it as it looks awfull and im disgusted in scs will not be recomending them to anybody i just dont know ewhat to do with it it looks ready for the tip and its only 2 years old…. :(

    Reply
  • sarah 27 December, 11:41 pm

    we brought a corner sofa and swivel chair from 123 sofas online when it came the sofa was a different colour and material from the chair we rang the company while the deliver men was still here and they promised to send a new chair to match the sofa we took pictures and emailed them so they could see the difference and they sait it would be sorted, a month later they delivered the new chair but it was still a different material so we rang again and they told us to give a cover from the sofa to the deliver man so they could match it up. This was in september i emailed them in november to see where my covers were and the reply was they have been lost in the warehouse so where do i stand now and what can i do now my sofa has a cover missing and it looks stupid and the chair is a different material. any ideas please

    Reply
  • Mo 11 January, 8:50 pm

    I’ve Ordered oreo aspen white 3,2 and 1 seater sofas at DFS in FEB’12 and was delivered after six weeks. after few weeks it started to peel where we rest the arms, cusions sagging and was very uncomfortable to sit. after couple of months entire area of the cusions gradually began to darken. I rang the customer services where she advised for the darkening of the cusions there will only be a one off stain removal
    even though I bought 5 year stain cover. she advised me not to wear any colour fast clothing and even jeans I have to check the label whether it’s colour fast. For the other issue they are going to send someone out to have a look. Please advise me on what I have to do when the guy comes. I am not happy with their quality and the comfort of the sofas. I paid £2500

    Reply
  • Julie 19 January, 2:04 am

    Bought dazzle range from dfs had it only a month and the leather is sagging on the arms. Were we sit is badly creased. Nothing is lined up puffee is also out of line. Leather feels totally different to the one in the shop ours feels much thinner quality. Waiting for rep to come out they have cancelled once already. Soo disappointed.

    Reply
  • terry 20 January, 7:39 pm

    Hi just thought it may be of interest that when we purchase any item on Finance the item belongs to the Finance Company until we have made the final payment.While we make the payments we are only HIRING the item until all monies have been paid then we become the owners.(Hence the term HIRE PURCHASE) Just write to the Finance Company under THE SUPPLY OF GOODS ACT stating that the goods they have purchased on your behalf are unsatisfactory, unfit for purpose etc. We did after having been messed about by the shop.Two days after doing so we received a call from the shops head office.We are being refunded and goods are being taken away. Obviously the FINANCE CO.are not prepared be messed about by these shops that they finance

    Reply
  • teri 6 February, 8:20 pm

    We ordered two dazzle three seater sofas in november and they were delivered today.. When we ordered it over the phone we said we wanted the sofas in WHITE, we were informed that would cost extra as there was only magnolia and oatmeal in the standard colours. This we did, we even said we had a norton sofa from dfs in WHITE in our conservatory. Not once did the sales consultant on the phone inform us about the different shades of WHITE. We were very adamant we wanted white and not a shade any different. When we got the paperwork we signed it and returned it and waited for our sofa (even though it has xmas delivery we got it today obviously guaranteed for xmas 2013…!! ) today it arrived and straight away when it was unpacked i said ‘that ain’t white’….. It’s cream, not off white cream..! i said to the delivery driver what should we do he said ring customer services… in fairness he had already rung them when i rung them… The chap on the phone informed me that it’s ‘pearl white’ but as i said if anyone can come into my lounge and tell me when on earth its white in any shade they are welcome.. i’ve told them bluntly i don’t want it as its not as described but i’m waiting back for a phone call tomorrow morning..! you can see my WHITE sofa in the conservatory and trust me this ‘dazzle sofa’ is no where near white. I have a WHITE sideboard in my lounge and that looks like simon cowells teeth compared to this ‘CREAM’ sofa that i have been sent. No doubt dfs will come up with some loop hole, as i said to the sales manager tony this afternoon even with the tape evidence (as they are going to listen to the telephone call) will it at any point have my husband asking for an off white sofa..! we also got no swatch sent to us now i come to think of it. Why didn’t the sales advisor inform us of the various shades of white..

    anyone got any advise as to my rights on this…. as its not pearl white its cream..!

    Reply
  • nannag 18 February, 7:32 pm

    I bought a 3piece suite and paid cash for it today can i get my money back as my hubby is complaining that the backs are not deep enough for him to rest his head on

    Reply
  • anna 20 March, 11:17 pm

    I had made a 2 seater and 3 seater. Overall price was £2600 and since purchasing last year (2012) I have had nothing but problems with them. They fabric is not at all wearable and they are out of shape. I have complained numerous times to the upholsterers and after 3 attempts of correcting them (sending them back, having cushions re-filled etc) I am still not happy with them and just want to send them back and receive a refund so I can go elsewhere and buy a decent sofa. Could someone please inform me of where I stand on this matter? I’d be very grateful for any information. Many thanks A.

    Reply
  • Ketan Patel 24 April, 6:00 pm

    I bought a sofa from DFS Ruislip which was delivered today. I asked for red and white combination. White cushioning and red trim. I got the opposite. The delivery guys left it here and even called the store for me. I was told the mananger was not in and would deal with it tomorrow. After over two months of waiting they got it wrong. I purchased it in store and was specific about the sofa the sales guys got it wrong on the order. What can I now do, if it doesnt get resolved tomorrow Im going to talk to the credit guys and stop the payments. Whats the point of interest free for a year is half the year is wasted waiting.

    Reply
  • Ketan Patel 25 April, 11:38 am

    I got a call today in which the sales man told me he doesnt remember but the contract states the colour combination correctly. I told him he wrote it wrong as we had a lengthy conversation about what we wanted.
    I am still waiting for a call from the general manager who is in meetings

    Reply
    • Ketan Patel 11 June, 8:44 am

      DFS exchanged the sofa’s for the correct ones without any hassle or complaints once I went down to the store and asked to speak to the manager. I am waiting on delivery at the moment. They did tell me the management has changed and its now a much better company from a customer service perpective.

      Reply
  • Chris 11 May, 7:12 pm

    My partner began an order online with ScS and as she wanted to take the finance option she had to complete the order over the phone. After she had been through a credit check she asked the adviser what the dimensions of the sofa were to make sure it would fit through our door. It turned out, even with the legs off the sofa was too big, so my partner explained to the adviser she no longer wished to proceed with the order, his reply was “too late now”.

    Is the the case?

    Also, my partner received the sales and finance agreement today and the sales agreement (in the customer signature section), has been signed by the advisor with ScS Online. Is this correct procedure? Surely wouldnt my partner need to check the order was correct before it was signed and confirmed as correct?

    Would really appreciate some feedback on this. In the mean time I’m suggesting she doesn’t sign the finance agreement or return the sales agreement. I’m also writing a letter to their head office and we will be contacting the manager Monday morning to (unlikely) sort this out.

    Reply
  • Rob. 28 May, 7:25 pm

    Bought a sofa from dfs,delivered in october 2012,things went wrong within 5 minutes after delivery men had left.Complained to manager of store,he must have come bottom of class at charm school,no satifaction at all from him,he told my wife and i that “dfs do not give refunds under ANY circumstances”,manager’s words not mine.We have not been offered any sort of solution,the store manager is arrogant and and very bad mannered if you DARE to complain.AVOID THIS COMPANY LIKE YOU WOULD AVOID THE PLAGUE.I have photograph’s of this sofa to back up my story and still he does not care.

    Reply
  • Victoria 23 June, 9:54 pm

    I bought the Ferrucci 2 seater and single seater last year from CSL, it broke after just 4 weeks!! It had sunk to the point you could almost be sat a foot lower than everyone else on the couch! They refused to refund me saying they can fix it. The guy came and put cable ties on the break, what an absolute flaming joke. THEY CALL THIS A FIX!!!!!! SERIOUSLY????? They refused completely to help further even when i said ok just replace it like for like instead because that ‘repair’ you call it is a joke. They refused like for like totally. I had to shut up and put up but was reasured id 100% have no more problem with it….. several months down the line it broke again NO SUPRISE this time they said oh wel fix it again. What like the last fix yeh right! I kicked off again as this was beyond a joke now! They were funny about doing anything other than a bodge job ‘fix’ finally after weeks of calls and hastle they have agreed to replace it with something else or a credit note for more crappy furniture as they admitted they couldn’t fix it! For 4 months ive been back and forth no end to the store and they have nothing suitable the store have warned me off going for 5 or 6 couches now admitting they are faulty designs. That really puts faith in me getting another couch from them. So as per my consumer rights i have insisted on a full refund. This morning i have a girl call me totally rude and talking over me saying i cant have a refund right now as they have been reasonable. Oh yes putting me off couches bodging a repair job oh thats reasonable?? I asked to esculate for a refund and now they want to charge a usage charge. What an absolute joke!!!! There was no usage charge when they offered a credit note funny how ones appeared now its a refund. TOTAL COWBOYS

    Reply
  • andy 25 July, 12:07 pm

    sorry for all your complaints, but i run an independant and if i had as many as listed above i would be out of business … My advise is forget the big retailers as they are only salesman and have no idea on how they even make sofas .. one to one service is the way ..
    It really gets to me when customers pay out thousands of pounds of there hard earned money, to be treated like idiots …

    Reply
  • alibro 2 August, 11:08 am

    I bought a suite from SCS in October 2012, by January 2013 it was sagging at the back and a foot was broken on the footstool. After ringing customer services, A guy came out, checked the wrong cushion, but at least fixed the footstool. by the time i rang back to arrange again, a small tear had appeared in the cushion cover as when you sit on it and it sinks it strains the material. I rang back and then was told that they would not do anything with the tear as I hadnt rang 7 days after delivery, the customer service rep stated that repairs would only be done then as on the delivery note! I said that was completely false as the legal document is your invoice from sale, not the delivery!! The settee is not fit for the purpose in which i bought it! We ended up arguing over this until another lady came on the phone and arranged for another appointment with the upholsterer. Another guy came out a couple of weeks ago, my dad was there. He said that it needed further support under the cushion, got my dad to sign a form (without telling him what he was signing!). I got a letter saying there was nothing wrong with the setee a week later. I then rang customer services at SCS who are VERY poor, and asked where the report was, i had to ask for this. I recieved the report last week which does state the upholster saying it needs bolstering which would alleviate the problem. Now SCS customer services after ringing them today say this isnt, and i quote ‘a manufacturing issue’ and that he only suggested that to help me…so there is something wrong then…’no there isnt anything wrong he just suggested to help with my percieved issue’…it was then apparently referred to another upholsterer for advice and as a ‘good will’ gesture to me(even thought there is apparently no manufacturing issue) and he suggested putting a bolster cushion on top would move around and cause more discomfort. So i then asked her so what are you going to do as a good will gesture and she replied ‘nothing’!! Meanwhile another tear appeared in the cushion and its getting worse!! I have complained via email also, and said that i will get an independent report from the furniture ombudsman (yes there is one and you can find on google) and also i have sent my complaint to Trading Standards as they are building a case also (they dont take single cases but do build a case if they get enough complaints). I have already sought legal advice and will be taking SCS to the smalls claim court for a full refund, a refund of the independent report (cost of £125) and compensation for the hassle since January…all over a cushion they could have replaced for a few quid…DO NOT GO TO SCS!!! That’s my advice!

    Reply
  • caroline 17 August, 12:06 pm

    hi, not sure where i stand? we went down to the sofa company in torquay to have a look at the settees that were advertised online. we found the perfect settee with a high back that we wanted but the colour cream was only available in real leather so we were advised to go with the white which was bonded leather and cost less but was just as good so we did. we changed our minds from 3+2 to just a 3 seater we had an extra cost of returns of £90 fine no problem. They then didnt deliver on day they said which was naughty but when it did come it wasnt the tall back it was a shorter one. we phoned them up and they said we could return it but it would be at our cost not theres. i think they should have told us that the settee we were ordering was a lower back but didnt. is this fair that we should have to pay to get it returned? please help

    Reply
  • roy 24 August, 8:38 pm

    Hi I have a 18 month old cuddle chair from FWHome stores. The spring mounting are breaking. The store has said as we are outside our 12 guarantee period they only willing to cover 50% of repair cost. I would expect it to last at least 5 if not 10 years or more and as such expect them to repair it for free. Am I expecting too much?

    Reply
  • Alf 27 September, 7:55 pm

    Hi

    I paid for hand made chesterfields sofa in full from a family run business in Leigh, they promised 3 weeks delivery which they missed, after the first 3 weeks i was given another delivery date which as another 3 weeks, that past and now they have given me another 3 weeks delivery date which is this tuesday coming. I have no faith they will meet this delivery date.

    I paid in full over the phone…I do not have any records of confirmations of the first 2 delivery dates as it was done over the phone, mobile phone. I finally got this current delivery date through email so this is the only one I have on record.

    What are my rights if they fail this delivery date? I feel powerless at present…

    pls help

    Reply
  • Hana 15 October, 4:51 pm

    Hi I’m having the same problem with dfs, my sofas are suppose to be deeply padded and they are hardly padded and sagging already after 5 weeks, dfs are saying it’s my fault for not plumping them
    Enough – it’s a new sofa!!! I shouldn’t have to plump them!!
    I was wondering what the out come of your situation was

    Reply
  • susan white 22 November, 7:43 pm

    I have ordered two sofas from a furniture store, one has scatterback cushions and the other a classic back. i ordered the scatter back with two aubergine coloured cushions and one sofa coloured cusion. they are now saying they will only supply it with two sofa coloured cusions and one aubergine one. I don’t want it like this. when i was in the shop they gave me the option of colours and the colour choice is clearly written on the invoice. I have paid a deposit. For four days now I have been telling them i dont want it unless it is in my choice of colours. I am now made to feel that i am trying to ‘con’ them. when i ask for my money back they just say they will inform their manager and someone will get in touch. They don’t!

    Reply
  • Victoria 28 November, 5:53 pm

    Hi I brought a 3 seater and 2 seater manual recliner sofas from dfs about a month ago, now the both chairs have gone lumpy and looks horrible, a man from dfs came today and told me all chairs go the same and nothing can be done about.well I’m really mad because if they had said that before I brought them I would never had brought them they look discusting and I don’t want them can I get a refund

    Reply
  • Mrs s white 5 December, 6:09 pm

    I have just bought a sofa From DFS and within 1 week it started to tear so they sent out a repairer who repaired the sofa, now not even a month on the other side has started to tear so again I called the store and asked for them to just replace the sofa and was told the store manager had to come out to see what he thinks( another day off work while I wait for him to come) so I have just phoned customer services to ask if this is their procedure only for a very sarcastic and totally unsypethetic lady to tell me that the store manager is very busy and I have to wait until he comes out before I can escalate this problem into a claim.!!!!!! DFS are Useless I shall never use them again.

    Reply
  • Paul lloyd 26 December, 1:05 pm

    Just purchased two 2 seater settees from DFS
    Savoy range got delivery last Friday.
    Over the weekend my wife and i bad back ache I also got pins and needles in my legs.phoned DFS up they sent a service manager in
    who said cushions could be made firmer to stop us sinking,or sliding off settee.
    They then told me I would need to hit the back seat cushions,to stop them sagging.
    We do not want this settee can I get a full refund

    Reply
  • Martin 26 February, 12:07 pm

    Hello i have bought an corner sofa on 23.11.2013. Signed the contract as i ll pay monthly and soda will arrive in between 10th-12th week from the date was told i ll be contacted by seller to arrange delivery..2days after 12th week(i supose to have that sofa already) 14.2.2014 i have decided to call seller to ask about my sofa because nobody calls me or no sign of trying to contact me about delivery or so. I was told that the sofa just arrived this morning to the store(a few days after i supose to have it at home already) so ok i asked to arrange delivery date and i was told it will arrive 26.2.2014 but on 25.2.2014 i will receive a phone call or a text to confirm it. It is 26.2.2014 and again no sign of any activity from seller.. So according to contract he failed on 4 points. What can i do please? What are my rights please?

    Reply
  • roz 16 March, 10:18 pm

    What if the retailer has closed down

    Reply
  • kevin 31 May, 4:07 pm

    BEWARE SCS are a total CON. ! My elderly mother who has copd (a progressive lung disease) and is on oxygen went looking in the store and the sales person saw that mum was finding it hard to breath! She told her “I have the perfect suite for you”. Mum didn’t have the energy to look around the big shop and was just not her usual self. So basically the sales rep said “are you comfy on that seat your in”, mum said yes it was the casper Power recliner. The rep told mum that she would sell her it for a sale price of …get this £2.500!!! Then we realised after leaving that we didn’t need the 3 seater to be a power recliner! She didn’t tell us There was a static option for the 2 and 3 seater, I would have been more than happy without the power recliner 3 seater which I hardly switch on anyway for an extra £900!! now only after 6 months of light use “it’s only me and mum in the house with family visits ” where my mum sits looks SHOCKING!!! It’s all faded and the chenille fabric all flat. This happened within first month, I called they sent someone out and the guy said it was natural shading because of the fabric, And left. We’re just so sad as our last sofa was so strong it lasted 10 years and still had good use as it went ty charity shop sooo comfy compared to this junk! We’re scared to properly relax in it. Honestly it looks 5-6 years old atLeast.! people would NEVER believe it’s 6 month old, they just don’t make them like they used to. Poor mum saved a couple years for what is a considerable amount for a 3 piece suite :-( the woman also managed to get a further £270 extended warranty also. And last night mum scraped her arm and noticed 3 blood spots on the arm of her chair. I panicked and used the “complimentary care kit for stains” on the blood but it’s left a big round water Mark so I thought hmmm everything is fine i’ll phone on monday and get it cleaned under our 270 pound warranty….read the insurance guide and it states “cover is only for stains that have not been treated! Omg why weren’t we told that. When given the free care kit that if we used it it would basically void our warranty! Really really poor customer care once you leave that SCS. Store and give your life savings to them it’s …see you later don’t bother contacting us for aftersale problems as we won’t help esp if your a vulnerable pensioner with cash in hand! but I’m am totally disgusted at this company. My mother is house bound and wanted to sit in a nice sofa that looked good ( yes looked ok in the shop until a couple months of light use) I would hate to see this casper scs sofa in a house with kids! I would give it a month and it would be destroyed! I dont’ think there I. Anything can be done now except to WARN as many people I can about SCS DISGUSTING SALES AND NON EXISTING after sales.
    Again sorry I had to get this out there it’s so bad and mum should be happy and relaxed but is miserable looking at The faded, starting to sag also where we both sit sofa.
    Regards from one angry guy!

    Reply
    • Willy Villa Shonner 27 July, 7:53 pm

      SCS Sofas are a bunch of crooks that take your money and if anything goes wrong they do not give a S**T.

      Reply
  • JOSEPH WARBURTON 14 June, 7:27 pm

    we bought two leather sofas from sofa land in Warrington we looked and sat on every sofa they had in the showroom and chose the roma range as it was very comfortable,
    the delivery of the sofas were delayed for four weeks and we received them on the 13/6/2014,
    upon sitting on them we initially thought they delivered the wrong sofa’s as the ones we received were extremely firm not at all comfortable,
    we went to the shop within an hour of taking delivery of them and sat on the same sofa in the shop it was luxurious and very comfortable,
    we approached the sales man and questioned him over this and he said it was because a lot of people had sat on the one in the shop ? what a load of rubbish,
    I was told to email my complaint to sofaland.com and await what they say,
    what I would like to know is where do we stand on this as they are the same range of sofa but significantly different in comfort also the padding in the arms is not enough and are saggy.
    please advise.

    Reply
  • Naomi Lewis 23 June, 10:07 am

    Had 3 piece suite d3livered damaged do I have to except repair

    Reply
  • Joan faulkner 7 July, 9:35 am

    I made a cash purchase for vantage leather suite in January of this year from sofa works Manchester,we are pensioners and there is only us two who live here.days after delivery sagging on the large sofa appeared we told them and tey sent someone round, he banged the cusions abd tucked it to the back of the suite and it looked ok, untill it was sat on and it was back to sagging,the report came back there was nothing wrong with suite now after 5 months my suite looks years old I’m really upset because im now left with a older looking suite than my previous one. Can you help

    Reply
  • Teresa Jones 21 July, 1:06 pm

    I bought a 3seater, 2seater & Snuggler chair. Evelyn design from dfs on June 2013, I paid £220 for 5 year stain cover the salesman said if the arms get stained they will come out and clean the sofa. I telephoned today and was told that is not in the terms only thinks like wine stains and only the stain would be covered.

    I feel like I’ve been coned out of £220.

    Not happy and would never use dfs again.

    Reply
  • Wayne 25 July, 6:58 pm

    Hi Dfs had a sofa delivered to big and u gave me the advice when we brought it not very happy talking to the manager to morrow hope it will get sorted just read up on My rites so hope we can sort it

    Reply
  • mark carter 28 July, 5:00 pm

    My parents who are in there 90s bought a 3 piece suite from Normans furniture store in Great Yarmouth but after 11 months of use the cushions were sinking in on the arm chair and all the stuffing was going flat and out of shape in all the back cushions. After several attempts at them sending people round and sending them new cushions which were not correct size they gradually sunk in again as it is the springs that have gone under the chair. My dad can barely get out of it once seated. The owner of Normans came round after months of waiting to try and get it sorted out by a third party, he said my mother needed to open all the cushions and pump them up every night (which would be a bit difficult for her as shes 92 years of age ) by this time my mum was fed up with it and wanted them to take the suite away. He then told her she could go into the store and choose another one. Had a bit of surprise though as I took her into the store to choose another one which was slightly more money which she didn’t mind paying but he then went on to say he would be deducting another £550 off the refund of £1600 for the faulty suite for the use of it for 10 months. Surely the suite should be sent back to the manufactures and a full refund given.

    Reply
  • Tammy 29 July, 4:38 am

    I purchased a leather couch and 2 leather rocker recliners 2 years ago from G.W. After a year and a half it started peeling, I have been contacting them for 6mos and getting a run around leaving messages and not receiving a call back. I paid for the extra accident warranty and when I talked to the warranty company they said it doesn’t cover peeling but if it had a hole poked in it or tear they would fix it. I explained to them that its been kept covered and I also purchased the cleaning and conditioning kit the store recommend and used it as directed. And it just started peeling and continues to peel. They told me to contact the store there wasn’t anything they could do. So I got back in touch with the store and they said the only thing they could do was send someone out to look at it to see if it could be fixed but i would have to pay $50 dollars up front and if it couldn’t be fixed they would refund my money and there would be nothing else they could do. And if it could be fixed then I would have to pay for all repairs and the 50 dollar service call and there was nothing I could do because the 1 year. manufacturers warranty ran out! I am very upset and was wondering would it help to contact the manufacturing company that made the furniture or am I stuck with this furniture that is peeling away? any help would be appreciated. Thankyou Tammy

    Reply
  • william livingstone 6 August, 9:31 am

    SCS have been messing me about for months,faulty material on a single chair –3 times they have arranged to recover it and allways an excuse -cant make it to your house till 9pm,have wrong material on van and the latest is we were not in when he came -although we are retired and dont go out ,-,we are fed up and want the whole suite taken away and refunded but cant get any joy from this company ,,a very bad buy and we have only had it 11 months ,we also took out the extra insurance for £ hundreds

    Reply
  • hugh rossi 7 August, 7:00 am

    bought six piece linea black leather corner unit from dfs last year after a month complained that cushions were sagging was paid a visit and told to plump up my cushions every day to prevent this , two months later cushion tops started to flake was paid another visit suite was treated and looked good for about a month was paid another visit in march and told I would need cushion top replaced repair carried out in house as flaking had got worse ,…heres the best part my corner unit is black gloss finish leather the replacement cover was a black matt finish which took the good look off the unit , complained again and paid another visit where he proceeded to buff matt finish and tried to polish up was told to leave a few months to see if it went as shiny as other cushions ..which it didn’t had another visit yesterday and asked for suite to be replaced with new one , was told this wasn’t company policy , I then asked for a part refund was told this also wasn’t company policy I feel dfs are giving out the wrong kind of message if they are going to continue selling suites to customers , ive now put it in the hands of hitachi the loan company ,and sunday mail judge lets see what happens next…my message to you is if you are buying suite go anywhere but dfs.

    Reply
    • hugh 8 August, 4:45 pm

      bought 6 part black gloss leather corner group (linea } from DFS cushions started to sag and wrinkle badly after 1 month asked dfs to explain and was told we need to plump up our cushions on a daily basis,
      after 6 months leather on seat cushions started to flake and peel ,dfs paid visit to house and buffed and polished cushions , looked great.
      after two weeks cushion started to flake even worse dfs polished again after flaking again dfs returned and said they would replace leather on cushion i agreed to this on the basis of if we werent happy with repair we could have corner group replaced.
      dfs came to visit again and made repair in house whilst i was at work when i came home i blew a fuse they had replaced cushion cover on my glossy suite with a matt black leather after calming down i phoned dfs who said would return in two weeks to see if leather had turned shiny on this visit my wife complained strongly about the matt finish leather on a gloss suite they then proceeded to buff and polish cushion and left,
      after about month the cushion had returned to an awful matt finish which stands out against the rest of unit which is gloss finish we got dfs up to the house this week pointed out the defects and asked for replacement corner group or refund or rebate of some sort but was told this was not company policy , i then informed them i was going to complain to HITACHI the loan company about them ( DFS ) not adhering to consumers rights when selling furniture to the public on behalf of loan company ( HITACHI ) and tarnishing their good name. lets hope they have better way in dealing with their customers hugh rossi 8 aug 2014

      Reply
  • hazel pickering 22 August, 3:32 pm

    Any one had problems with Belgium furniture manufacturers ROM? Bought a corner sofa from them in July 2010 for £1245 (of hard earned cash) and in Oct 2013 2 seams had come unstitched. They say they ‘we, as a manufacturer, are only obliged to provide a guarantee period of 24 month from the date of the first utilization. This is defined by the European and British law. All complaints that are reported after the 2 years cannot be treated free of charge.’ Told them that a sofa should last much longer than it has, but they won’t budge – shame customer relations/goodwill counts for nothing . Repair going to cost approx. £300 – so don’t think I’ll bother. Might as well take it to the tip – money down the drain as far as I’m concerned. How can companies get away with selling shoddy goods like this?

    Reply
  • paul bingham 24 August, 2:44 pm

    hello
    well we had ordered a leather sofa for £1800-00 from furniture village. we had the sofa delivered alittle while ago. the next day. I contacted them, saying there was damage. they sent someone to see and log what was wrong. there was black spots and what looks like a gash. also on the arm was marks which the company say they will sort out by repair. but not the otherf marks, as they say it is the norm ????
    how do we stand please

    Reply
  • Debbi Mason 30 August, 1:29 am

    Hi there
    I brought a sofa and two chairs from Hampshire barn interior, and they turned up with a crack around one of the arms on one chair, dirty hand print and marks on cream fabric and a chunk taken out of one of the back legs of the sofa. I’ve complained and 1st they said that would replace it or send out the stuff for me to repair.. That I should wipe off the marks and the crack around the arm of the chair is the join. I 1st ask them if they can collect and deliver me a new one the same day as collection.
    Their reply to that was they have no more (but still advertising on their site) so I ask if they can send me the stuff to repair as I would like to keep the sofa and they then told me that they do not have anything they can send me to repair
    That I should re wrap the sofa and return to them at my cost and then they will issues me a refund the price of the sofa
    I am a single mum that has saved a long time to be able to afford the item.. And can not afford to spend more money wrapping and returning at my cost.. As the sofa and one of the chairs did not reach me in perfect condition as stated in the description
    Can you please advice
    Many thanks

    Regards
    Debbi

    Reply
    • Andrew Longmuir 6 September, 9:44 pm

      Debbie , you as the customer has the right to ask for a replacement or a full refund if the item has arrived damaged and they can’t replace it for the exact one you bought. It sounds like they buy discontinued stock and only have 1 item of a particular sofa. They have to by law , fix, replace or refund you in full if they won’t help. The best option would to get a full refund and buy elsewhere, they will definitely collect the sofa then at there cost or you could end up with the money and a sofa. Check on there terms and conditions to see if there is anything regarding returns …good luck .

      Reply
  • trucker 6 September, 11:18 pm

    Hi.Debbie. There are a couple way’s to solve this.Firstly how did you pay,if you paid by credit card contact your credit card company for help,if you paid by debit card you can claim your money back by what is called “chargeback” but you have a limited time to apply,about 3 month’s,if you bought on finance the finance company should sort it and DON’T be fobbed off with any of these,be strong and determined. Best of luck.

    Reply
  • Hilary Allman 13 September, 8:34 pm

    We have just purchased a pearl coloured leather corner unit from World of Sofas. When installed we noticed that the units that were against one wall looked mushroom coloured, the others looked pearl. The shop manager came out and moved the various bits around, and demonstrated that the units were the same colour…that is, the units against the wall looked pearl when moved 90 degrees. However, a corner unit is a corner unit and we have to have the pieces at right angles to each other….so half the unit looks mushroom, half pearl. We have looked in different lights, in artificial lights, in full sun, with the curtains drawn….but still the units down one side look a different colour.
    Does anyone else have experience of this and can anyone advise us of our rights?

    Reply
  • Julie 17 September, 10:03 am

    We purchased a three seater sofa and a single , all recliners apart from the middle seat on the sofa, we purchased from AHF Furnishings. After several weeks it was delivered and in my absence it was signed for by my 16 year old son. When I returned home I noticed a slight tear on the middle seat of the sofa. I immediately called AHF who promised to send a technician to look. A week later and several telephone calls to them a technician arrived and his report suggested a repair , a new cover to the seat. This was back in the first week of July 2014 and to date 17/09/14, and several more calls to both the Peterborough service centre and Kings Lynn branch we are no further forward. The annoying point to all this is the fact that they have started to take money out of our bank account. I am really frustrated and annoyed by this situation. False promises all the way.

    Reply
  • Sarah deegan 17 September, 9:14 pm

    Hi
    I have ordered a sofa from sofaworks. I wanted a grey pillow back 4 seater sofa with matching cuddler chair. I also wanted foam seats. When I placed the order the sales rep did everything on the lap top I just agreed. I had the colour swatches on my knee and she said charcoal is the colour I picked. I never checked if that was the correct name for the colour neither did she. The sofa has come and it’s black not grey. I been in store and the offered to change free of charge. A week later they are refusing to change the colour and said I have to pay an extra 30%. I’m not paying for a mistake I never made. I been back to store and another member of staff told me the swatch was charcoal. Easy mistake to make, I’m suppose to be enjoying my furniture but I’m not I have been stressed out over it and still don’t no who is liable to pay the extra. Can’t I cancel the order and get a full refund

    Reply
  • Veronica Kelly 18 September, 3:19 pm

    Hi I got a leather sofa 3 years at the end of the month I have had part replaced 3 times now I have had to recover a another unit. What is my rights on repairs /replacement I paid over 900 for it they saidtit was only a warranty on that

    Reply
  • Gill Winch 10 October, 8:05 pm

    Purchased a sofa from furniture village .Not happy with the quality of the material. Reported this to the manager when sofa was 3 months old. After inspection from the manager he refused to do anything. Please help.

    Reply
  • Mrs s maloney 24 October, 8:26 pm

    I ordered 2×2 sweaters and an armchair from DFS the dazzle I really liked the suit when I saw it in the showroom. It was in white however it was on a platform. I ordered the colour truffle and couldn’t wait for its arrival.once the delivery came I was quite shocked the quality of the two seaters were very different from the showroom and from the armchair. The padding in arms of the armchair was far thicker and the cushions were firmer. The two seater cushions after just two weeks and probably 8 hours maximum sitting time have started to sag in the middle. I informed the showroom and got a call from the service manager who told me he would be coming the next day and that he himself had the dazzle and he loved it. I told him I thought it was very low to sit on due to the showroom suite being on a platform and told him about the defects On the two seaters.
    Once he came out he started bashing the arms of the settees saying I should be plumping them all the time although the armchiair cushions don’t need plumping at all . I told him my husband had been in hospital since the suit had been delivered so just me in the house and since my leg was in full plaster cast I had been sitting in another room as this suite was too low for me to get up from so it was not being used. He then tried to flatten the armchair arms down and said there was nothing wrong with the suit. I have complained to the shop and am waiting for the next service manager to come out but due to his curt telephone manner I have just experienced when I answered the phone to accept the appointment I am not holding out much hope and expect I will have to go through my solicitor.

    Reply