Property News · April 11, 2017

It was DFS customer service that didn’t measure up


We agreed a restock fee, but when the sofa didn’t fit and we needed help it ignored usWe read the case you covered in June 2016 whereby a furniture retailer’s promise of a “restock” charge at an agreed amount was rescinded after the furniture didn’t fit into the house. In January we bought a sofa from the Tottenham Court Road branch of DFS in London. It was agreed with the assistant sales manager that a restock fee of £90, paid in the form of a deposit, would be retained by DFS should the sofa need to be returned. We were moving into a new house and didn’t have the measurements on us, so were willing to take this risk. The sofa was delivered but it didn’t fit. We waited for five days while DFS retained the sofa and money with no communication, then we filed a complaint on its website which it ignored. When I finally got through to the salesman I was assured the restock option was available. Over the next few days we received a confusing string of offers regarding various restock fees or the requirement to buy a new sofa, etc. We eventually agreed to a restock fee of 20%, or £80, only to find out the store manager had increased it to 40% (£158). Continue reading…

Source : theguardian.com
Read more…It was DFS customer service that didn’t measure up

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