A woman who paid £1,600 for a DFS sofa says a couch “looks abused” has turned up on her doorstep – and workers told her to fix it herself.
Gemma Carmichael immediately told the company about the model Sanctuary that had come to her Manchester wrong house.
But she claims that bosses at the Trafford Park branch flatly refused her request for the furniture to be returned – and she will have to pay monthly to keep it.
One staff member even told her to scrape the fabric with a razor after she complained it was “fluffy,” she said.
Gemma, 25, is the company’s third customer. She waited 14 weeks for the sofa to arrive, but when it was finally turned on, it “didn’t look like” the model in the showroom.
“It’s a different color and the material has sunk in. The fabric itself floats,” she told The Sun Online.
“Honestly, it looks like a completely different sofa.”
Gemma complained immediately, but was told the couch was not defective and could not be returned
“One worker even told me the best way to handle fabric is to buy a razor and scrape the lint off by hand,” she says.
“When I asked who would be responsible if it was wrong, they said it was me. I was stolen.”
Gemma believes she ordered a design with foam inside. However, the incoming fixtures are made of polyester.
“That’s why it looks so sunken,” she said.
“I argued endlessly with them. When I asked to buy foam, they said it was another £350 and I would be responsible for the cost.”
And she said that it looks like the sofa has been used before.
“I was in, I had four workers, and they said there was nothing they could do,” she said.
“Looks like I’ve had it for years. It looks like it’s been abused. It’s an old sofa.
That’s not what I wanted and I think the way I was treated was horrible
“I got in and got off to a really big start, but the manager told me that if I wanted to go any further, I would have to seek legal advice.
“All I want is a replacement. I just want to go in and pick up a new sofa that looks like it’s in the showroom.
“It wasn’t what I wanted and I think the way I was treated was horrible. It felt like they wouldn’t play.”
After being contacted by The Sun Online, a DFS spokesperson said: “At DFS, we are committed to providing our customers with the highest quality products.
“We had previously arranged for one of our experienced service managers to come to the hotel to assess the sofa.
‘FEEL LIKE THEY DON’T MISS’
“Although we found no manufacturing defects with the sofa at the time, out of concern for Ms. Carmichael we have arranged an additional service manager visit this week to provide a new upholstery, which will fill the cushions she is not satisfied with.
“As a gesture of goodwill on this occasion, we will be making these adjustments free of charge.
“Miss Carmichael accepted our offer and we are delighted to be able to work with the client to find a solution.”
Another company customer spoke of his anger in September after waiting nearly 4 months for delivery – only for the wrong sofa to pop up.
Liam Connell ordered a three-seat sofa, chair and stool in May, and was told it would be available 11 weeks later.
However, the puzzle pieces didn’t reach customers until September 1 – a month later than expected for 58-year-old Liam.
And when they turned up, the order was wrong, and Liam was given two identical right chairs rather than a full sofa.
When flagging the mistake, he was told he would have to return all or keep both pieces – although he pulled his own couch to make space.
https://www.thesun.co.uk/money/17035036/new-dfs-sofa-complaint-sunken-abused/ My new £1,600 sofa arrives bobbing and sunken like it’s been used for years