Moneywise helps a reader with a defective sofa.
I spent £3,500 on DFS furniture, but it proved to be very poor quality. The seat height was two inches higher than the one in the showroom (quite an issue when you are on the short side) and now, after three months, the colour has faded badly on the back although I was assured this would not happen, especially on this leather suite.
We have contacted DFS several times and are completely fed up with its excuses. A service manager came to see it and promised me faithfully he would contact me the following day, but he didn’t. Can you help?
MC/Hereford
It really doesn’t sound as if you’ve been treated very well, and I put that point to DFS. After my intervention, the firm responded quickly and allowed you to replace the suite.
A DFS spokesperson said: “At DFS, we take customer service extremely seriously. We visited the customer to view the sofa concerned and found that there was no fault with the product; as all our products are hand made to order, dimensions can vary slightly, and any colour fade was due to exposure to direct sunlight.
“However, as a gesture of goodwill, we have agreed that the customer can select another product for a small reselection fee. The matter has now been resolved to the customer’s satisfaction.”
OUTCOME: DFS replaces £3,500 leather suite
Simon Read is a money writer and broadcaster. He was the last personal finance editor at The Independent and is an expert on BBC1’s Right On The Money.
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