Faulty sofa DFS

[kawasaki]

My parents bought a sofa in store and after the delivery they noticed that the 2 seater was not fitted with recliners. I checked the order form and they should be power recliners.

Emailed the retailer and their head office 8 days ago and received no reply so I emailed them yesterday stating that I was disappointed that they never acknowledged my email and that i was rejecting the sofa under the consumers rights act 2015. I stated that I want communication through email only.

That seemed to get their attention and they phoned within hours. I answered and asked if they could keep communication through email only and they said no, if you dont speak to us on the telephone then we cant help. They advised that thats what was ordered but I have the original order form stating that it was a power recliner.

I want to communication through email so that I can keep everything that being said.

Is keeping contact through email an ok way to deal with things? I just dont trust them.

[echat11]

It shouldn't be an issue. If it has to be by telephone, take names, times and what was said.

If it was paid for by Credit Card start a Section 75 claim.
These can be done online or by phone.

If it was paid by Debit Card start a Chargeback claim.
These can be done online or by phone.

You have your evidence, the order form.

[kawasaki]

Update from my end:

I'v

I sent emails to their complaints department, the branch as well as a few other emails, asking for updates and a resolution but they have been ignored.

I then sent a. Email yesterday giving them a deadline to offer a solution or I will reject the sofas but again no answer.

As the deadline is approaching, how doing deal with enforcing the consumer rights act 2015.

I will also contact the bank to try and do a charge back as the deposit was paid via debit card.

IDo I give them a realistic time to pick up the sofas etc... and what do I do if they don't reply to that?

Yh hanks

[echat11]

Write a Formal Letter of Complaint, mark it as such. Explain what's happened, how they have let you down and what you want them to do

Email the complaint to:

Tim Stacey
Chief Executive
DFS
tim.stacey@dfs.co.uk

Update the thread when you get a response.

The chargeback has to be carried out within 120 days.

You can go to Court to enforce your Consumer rights, it's not a quick process, so try everything else first.

[Pezza54]

With chargeback a customer can only recover the amount paid on the card, not the full cost of the goods. That is the disadvantage when paying by debit card instead of credit card

I had a similar problem when I ordered fully assembled furniture and they delivered the item flat packed. I was offered £5 refund until I spoke to a senior manager who arranged for the item to be replaced. I had to provide photos of the box containing the flat packed furniture.

What did your parents say? Did they want and believed they had ordered a sofa with power recliners?
Have they used the sofa?

Are you able to tell from the order form and DFS website whether the amount they paid was for a standard sofa or one with power recliners?

[Pezza54]

If DFS maintain they delivered what was ordered and the order states power recliners, you should take and send photos of the sofa to prove that it hasn't got power recliners

[kawasaki]

Thanks everyone
Yes we have the order form that states both sofas were recliners. Also have an email from them admitting their error.

[kawasaki]

Regarding payment method. Yes the deposit was paid via debit card and the Ret via bank transfer.