Raw Deal: We solve the problem of a DFS sofa made in the wrong leather

Janette Morrison with her new sofa thank to Raw Deal (Chris Austin / DC Thomson)

Last year, Janette, from Strathaven, ordered a three-seater black leather couch plus chair, along with a two-seater brown leather couch, at a cost of £1,300 from DFS in Glasgow.

When the items were delivered on May 21, the brown sofa was as per order, however, the same couldn’t be said of the black sofa and chair.

The leather grain was not what she had ordered.

The delivery people told Janette that this happened sometimes and she should phone the salesman. She was also told that she’d probably be allowed to keep the furniture while the correct ones were re-ordered.

Janette phoned DFS the following day but the salesman was unavailable. She asked to speak to a manager.

However, she was less than impressed when he told her they just had to make the suite in whatever leather they were supplied with.

Janette asked for the suite to be returned. He retorted that this would not happen but he would send out a service engineer to check things out.

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Only after writing to DFS and following calls to their customer service department did a service engineer arrive on June 26. He said he would report back to the manager.

Janette received a phone call to tell her that she had received what was on the order contract.

On checking the order, it did say: ‘black leather 3 & 1’ – so it was OK to sign.

However, what Janette did not know was the salesman had not written the correct sample information on the order. So as far as DFS was concerned she had received what she ordered.

At the end of the year, with no progress having been made, Janette wrote to Raw Deal telling us she remembered we had helped to resolve Keith reader Eunice Farren’s suite problem last year and would we look into her woes also?

We contacted DFS and very soon they came up trumps for Janette.

A spokesperson told us: “As a business we set ourselves the highest standards and believe in delivering the best possible service and experience for our customers.

“We have since been back to visit Ms Morrison and have identified the issue with the leather grain on the sofa.

“We’re pleased to have found a solution to Ms Morrison’s satisfaction and apologise for any inconvenience caused while getting this issue resolved.”

A delighted Janette said: “I cannot believe it. The DFS manager visited me on January 6 to inspect the suite and phoned back to let me know that I can have either a credit note or order a new suite.

“I opted to for a new suite and this has indeed been ordered.

“This wouldn’t have happened without you. Thanks a million.”

Do you have a problem?

Email your address and daytime/mobile number to rawdeal@sundaypost.com or write to Raw Deal, Suite 6, Skypark, 8 Elliot Place, Glasgow, G3 8EP (please include SAE).

Briefly outline the problem and how you would like it resolved. Include contact details of the other party and any customer ref/order numbers. By requesting Raw Deal’s assistance you agree for your name, location and a photo to be published.