DFS - Leather Sofa Purchases (DFS)

Member Name: twism06

Product:	DFS
Date:	04/09/06 (8131 review reads)
Rating:

Advantages: Range, Price promos

Disadvantages: Lead Time, Poor product knowledge, Shambolic after sales services from store.

I have purchased Leather suites twice from DFS using their interest free for 1 year schemes. The first suite I bought gave me a good 6/7 years of use, although at the end it did look rather downtrodden. (Not helped by a few years of children jumping up and down on it.)

The first suite was bought during DFS's annual Xmas/New Year promotion and the second during one of their summer promotions.

The Purchase of the first was straightforward i.e. ordered in store, wait 6-8 weeks and then delivered.

The second Purchase was far from straightforward, my husband and I visited the DFS store in Enfield (London) and after some time testing and measuring various suites selected a suite that we were happy with, I even videoed the display model on my phone for prosperity.

The display suite was in a formation that I didn’t want so I checked with the sales assistant and he confirmed it was available in the format I wanted (3 seater with 3 seat cushions and 2 seater with 2 seat cushions) and so the deal was done.

Agreements were completed; credit check performed and estimated delivery time given (standard 6-8 weeks).

Happy, we were the proud new owners of a new leather suite off we went.

A week or so before delivery, DFS called to say that the suite was ready and could be delivered. Given that this was ahead of schedule we were pleased.

The day of delivery and the suite arrived whilst I was at work. I asked my husband to check that the arrangement was as expected. To my disappointment, the three seater had been delivered with two seat cushions. (I should explain that to me this was not acceptable as to me it means if there are three people on the sofa, one will always be sitting over the crack between the two seat cushions.) and this was not what I had ordered.

I immediately phone the store to query this and find out how they intended to resolve this issue and so began a series of back and forth phone calls between myself, the store and ultimately the DFS Head Office Customer Services manager.

In brief I had to keep both my old suite and the new suite in my property until DFS delivered a second new suite that I had subsequently returned to the store to chose.
This happened because the store manager refused to arrange pick up of the suite until I had selected another. He in fact wanted me to use the first new suite. I personally couldn’t see the merit in this as I had retained my old suite pending delivery of the first one and as goodwill on my part I couldn’t see the point of unwrapping the new suite to use it for six weeks and then return it.

The whole saga culminated in me complaining to the Customer services manager on a number of matter but mostly at being held to ransom by having to choose another suite before pick up arrangements (which never happened) were made and at the audacity of DFS in expecting me to pay them £150 extra because the second new suite I had chosen was more expensive than the first.

My interactions with the CS Manager resulted in the extra £150 being waved which given all the to and fro was the least they could do.

As it stands the new suite has been in place just under a year. I took insurance on it at the time of purchase and have not yet had call to use it. The interior does not seem to be constructed too robustly as I can already see evidence of movement underneath. (Recently had room replastered and suite was upended)

Conclusion:-
DFS seems to have more longevity than other Leather Sofa retailers i.e. not gone bust (part of the reason I have used them twice) but extra care should be taken by buyers to ensure that they are aware of all the small print and understand the terms under which they are buying.

It may be that the scale of the operation means that “the right hand does not know what the left hand is doing”

It is unlikely that I will use DFS for a third purchase.

Tip:-
Document all your interactions in such situations, especially telephone calls.

Include dates, times, name of contact and their designation and always include a brief summary of the conversation and any expected outcomes. (I believe this helped me to put a comprehensive case to the CS Manager who would have been hard placed/faced to refute the mismanagement of my custom.)

Summary: Caveat Emptor - Buyer beware. Do your research thouroughly before purchase.