DFS won't issue refund for Foot-stool that fails to match height
of "matching" suite.
We have just purchased a new 3-piece suite from DFS (5 May 2001).
We decided to also purchase a matching foot-stool. When the suite
was delivered we discovered to our amazement,
that the height of the foot-stool is actually higher that the
height of the seat of any of the sofa chairs. The result
is that when you use the foot-stool, your legs are raised.
We phoned the DFS store and there followed much defensive arugument
from the DFS store manager on the phone, "...
but surely you knew what you were buying" and "...everybody
tries out the foot-stools in the store before buying."
This, we told him is nonsense. Nobody comes in from the street
into a furniture store and puts their dirty shoes onto a leather
upholstered foot-stool. Yes, we sat in the chairs, and saw the
matching foot-stool, and just took it for granted that it would
be made to a proper design.
After a lot of persuation, DFS agreed to send an upholsterer to
the house, to see the foot-stool. So, the upholsterer appears.
After looking at the foot-stool for one minute, he too starts
to defend DFS in a most ferrocious and defensive manner! "This
the way they all are" and "Well, you saw what you were
buying in the store" and "There aren`t any faults that
I can find in the foot-stool." After a lot of persuasion,
he agreed to take the foot-stool away with him, because he seemed
to think that there might be a way of reducing the height at the
legs of the foot-stool.
So, a week goes by and we hear nothing. Eventually, after two
weeks, we get a phone call from the store. The foot-stool cannot
now be altered to reduce the height! We
argued for the fact that the design of this foot-stool must be
flawed. We don`t know of any foot-stool or pufee that is higher
than the seat you`re sitting in. But that fell on deaf ears, and
up went the ferrociously (and rude at times) defensive response
from the DFS manager.
WE have said to DFS not to bring the foot-stool back, because
we will not accept delivery.We have asked for a refund on the
foot-stool (the stool alone costs £199). They
will not give us a refund.
We are very happy with the suite and we will be keeping that.
Now, can anybody help us with some advice? Where do we stand?
We argue the following:
1. It is not reasonable to asume that prospective customers
come in off the street and put their feet up on a foot-stool in
a furniture store. And we took it for granted that the height
of the stool would be alright.
2. A foot-stool that has a height, that is heigher than
the seat has to be a flawed design. No other foot-stool is designed
in ths way.
3. What are our rights regarding a refund? The suite, including
the foot-stool has been fully paid for, no monies owing on it.
Any help at all would be appreciated.
DFS Complaints: Link1|Link2|Link3|Link4
A right of reply letter has been issued to the DFS Store. Please
let us hear your comments. Have you had similar experiences with
DFS or is this simply a one off?2 September 2001
update 24 September 2001
A result at last:
"The good news is that they conceded to adjust the height of
the foot-stool. When I phoned them, shortly after your web posting
on your site and your letter to them, their attitide changed dramatically,
I quote the DFS manager at the Slough store: "We didn`t think
you would go that far, I`m sure we can help you out and settle this
matter". They have now shortened the legs by 2 inches, and
the foot-stool is at last usable. Even at this late stage, when
they had agreed to do something about it, DFS still had to be chased
numerous times on the phone, and were most un-responsive.
I`d like to thank you for helping us out. It`s obvious to us that
your web site`s presence is very effective.Well done! B ALSINA."