DFS help needed asap please ** SETTLED**

[theGobbyOne]

Right guys
My mum has bought a leather suite from this place and paid £2000 cash for it. It was delivered last week and is damaged both the attachments and the leather are badly scuffed and the handles on the chairs(they recline with foot rest thingy)
are badly damaged. She rang DFS and was told a manager would come to see it..He has been and said he would send someone to repair it mum said get lost I want a new suite. The manger then said that he would have to speak to his manager and see what he said so they have rung her today and said the area manager will call her on Friday with an appointment to visit her this Monday. This will be 14 days since delivery. I told her to demand a full refund and tell them to take it back and that she will go else where........I think they just using stalling tactics but really appreciate some feedback about what I can tell the area manager when they ring to arrange appt on Friday...........Any ideas or letter templates would be very much appreciated. I know she is protected under consumer law but not sure which bits to quote etc etc.
Thanks

[WendyB]

Re: DFS help needed asap please

It has to be fit for purpose which obviously it isn't if it's damaged, but I can't remember where this is in what standard or whatever. I should think Cet would know though.

did she sign for it when it got there, and when did she notice the damage? I think it needs to get put in writing to them, not just sorted over the phone. Can you email a complaint to their customer services? And the shop direct?

[Happyolddog]

Re: DFS help needed asap please

The Supply of goods act 1994 states that the buyer has a right of rejection and can ask for their money back or the supply of replacement goods within a reasonable time frame, if the goods supplied are damaged.

[theGobbyOne]

Re: DFS help needed asap please

The Supply of goods act 1994 states that the buyer has a right of rejection and can ask for their money back or the supply of replacement goods within a reasonable time frame, if the goods supplied are damaged.

Well me would think that 10 days is a reasonable time frame wouldnt you???

[Happyolddog]

Re: DFS help needed asap please

Details in this link.
http://www.berr.gov.uk/files/file25486.pdf

[Guest]

Re: DFS help needed asap please

Well me would think that 10 days is a reasonable time frame wouldnt you???

The consumer does have a short time in which to reject the goods and claim a full refund. A "reasonable time" is not defined in law, but in this case 10 days is perfectly reasonable. Therefore, your Mum does not have to accept a repair because she has yet to legally accept the goods and as she has acted within a reasonable amount of time she should be entitled to a full refund.

It is important to note here that an acceptance of the delivery, even with a signature on a delivery note for example does not void the right to reject goods, you are still allowed a reasonable amount of time to examine the goods. Your Mum would only lose this right if she spotted a fault and still accepted the goods.

Goods are rejected under the Sale and Supply of Goods Act 1994, although there is other relevant and related legislation such as Sale of Goods Act 1979, Supply of Goods and Services Act 1982 and The Sale and Supply of Goods to Consumers Regulations 2002.

Wherever goods are bought they must "conform to contract". This means they must be as described, fit for purpose and of satisfactory quality (i.e. not inherently faulty at the time of sale). Goods are of satisfactory quality if they reach the standard that a reasonable person would regard as satisfactory, taking into account the price and any description. Aspects of quality include fitness for purpose, freedom from minor defects, appearance and finish, durability and safety.

Do not let her get fobbed off, she should receive a brand new suite and some compensation for her trouble.

[theGobbyOne]

Re: DFS help needed asap please

Well guys...I went to my mums today to see this suite and tbh the defects are very very minor......However the manager came and I have to admit the customer service after care is second to none............He gave my mum 2 options and offered to send someone in to cover the blemishes and replace a recliner handle on site and also chuck a few hundred quid in for her trouble.If she is not happy with repair they will replace the whole suite and also a five year guarantee chucked in which basically means that if there are any defects or scuffs on the suite for next 5 yrs they will come and repair on site and the manager said that even if she has repair and accepts the few hundred quid she can still reject the goods at any time in future and said he would clarify this in writing so there could be no misundertandings..........Like I said he was very polite and didnt even try to fob my mum off and tbh I
am amazed!!!!!!!!!!!! Just wanted to thank you lot for your advice(especially Cet for equipping me with the right acts if I had needed them)
xxx

[Tools]

Re: DFS help needed asap please ** SETTLED**

Well done Rosie, chalked this one up as **SETTLED**, any different let us know.

[Happyolddog]

Re: DFS help needed asap please ** SETTLED**

Hey Gobby, Cet goes on a lot, I did point out the laws protecting your mums rights, ok, but I didn't go on like he does. I am a man of few words, till the drinks are bought. I am very happy for your mum and if she fancies a night out soon, tell her my name and address.

Best wishes,
Hod..Liam.. xx

[enaid]

Re: DFS help needed asap please ** SETTLED**

Love a happy ending, well done Gobby. Enaid xx

[Amethyst]

Re: DFS help needed asap please ** SETTLED**

Nice to hear some good service without a big fight.

Shame about the initial delays dealing with your mums problems with the suite thought so seven out of ten lol.

Let us know how the rest turns out, just so we know its not all hot air

xxxxxxx

[theGobbyOne]

Re: DFS help needed asap please ** SETTLED**

Hi peeps.............Mum chose the brand new suite option............They offered her £200 and a repair so she said make it £300 and its a done deal guy said couldnt go above £200 so new suite is on order and she keeps the old one to sit on in the meantime............Mum drives a hard bargain...pmsl

[scottishlass]

Re: DFS help needed asap please ** SETTLED**

Great news Gobby and well done to your Mum