I've had a look at the Ektorp and they look quite nice :-)
Well, DFS didn't call me surprise, surprise so I rang them yesterday afternoon. They put me through to the sales person who sold us the sofa and he couldn't understand what he could do to help. I explained that the Customer Care Manager wanted me to speak with him because we weren't told at the point of sale that Chenille does flatten etc......He simply told me that there was nothing he could do and that he would get his Manager to call me, which he hasn't. I rang DFS about 2 hours ago and explained that I was promised a call but it hasn't happened to be told that the showroom is very busy and the Manager can't speak to me but will call me later......................Hmmmm
My husband has spoke to a customer of his who is an upholsterer for a different company and he said that they had they same problems with chenille with the pile crushing, so much so that they don't use it any more because its just not suitable. He also mentioned that like any fabric, it comes in different quality grades and that on a decent quality chenille, the pile will stand back up when brushed in the opposite direction whereas mine doesn't - its just completely flat and shiny. He also mentioned that if we used steam to bring the pile back up as advised by DFS, the fabric would shrink and then we would have a whole new problem, another issue he mentioned was that if the cushion inners are too soft, the pile will crush more so............Pity he can't do a report for us. I have rang a few local upholsterer's who have agreed that I have a problem but are reluctant to provide an independant report as they don't wish to be dragged in....I really could cry at the moment :-(

Oh bless you, I know how upsetting it is. Listening to the telephone conversations you have had and what you have been told by DFS really is like listening to myself two months ago :-(

Nicki xx

I had a Chenille sofa suite for 15 years.  The pile only started to flatten in the last few years ;)   it was very expensive tho - £1500 back in 1982   

Personally I think the way DFS is treating its customers is appalling :(

Hope you all get it sorted out satisfactorily.  

I've got Ektorp two seater leather sofas - had them about three years now, and they are just beginning to show claw marks where the dogs are on and off all day.  Very comfortable, and the support is just as it was when I got them.

I first tested the leather in IKEA in Oslo - my friend Wendy did the "scratch test" and it survived that well, so I came straight home and bought two!

> it was very expensive tho - £1500 back in 1982 <IMG alt="eek" src="/images/eek.gif"/>

The price of suites seems to be falling loads but I feel that it is perhaps quality linked as many of the sofa designs that the chains sell are fashion sofas and as such people change them every few years to match their new decor etc.

I currently have a leather suite that I bought from a local retailer about 8 years ago and it has been used a lot by the dogs and humans and it still looks great.  there are no scratches on it and it started off slouchy and has (in my opinion) got better with age.  I think it cost me around £1800 back then for a 3 and 2 seater but it has definitely paid for itself.  I definitely belief that with sofas you get what you pay for.

I've had a look at the Ektorp and they look quite nice

Ooooohhh I'm not suggesting that everyone has them. :)  Just that as you can get good quality sofas at a reasonable price, there really is no need for companies selling rubbish that isn't fit for purpose at inflated prices. :)  It would appear that this isn't an instance that you get what you pay for, and I'm really sorry. :(

I expect it is quality and quality as my daughter's Next chenille sofas are brilliant. 

I have finally spoke to the Manager after numerous calls and he is calling me back tomorrow to arrange a convenient time to come out and look at them himself. WestCoast, after sitting on your daughters sofa's does the pile crush? If it does, can it be brushed back up? Mine is completely flat and shiny and will not stand back up at all. I'm panicking already because IF we do get refunded, we are going to have to move fast as we won't have anything to sit on.....

WestCoast, after sitting on your daughters sofa's does the pile crush? If it does, can it be brushed back up?
You can see a bum print when you stand up.  When you brush it with your hand, then it comes back up.  Like velvet, the fabric normally doesn't look the same colour all over - there are dark and light areas depending the way that the pile is lying.  But you can brush it with your hand in either direction.  There are no shiny patches!  Their sofas are now 4 years old and honestly look just the same - fabric and cushions - as they day that they were delivered. :)

I'd rather sit on garden chairs for a while than grimace everytime I looked at sofas that I hated for the next few years. :(

> I'd rather sit on garden chairs for a while than grimace everytime I looked at sofas that I hated for the next few years.

I have actually done this!!

Had old sofa collected, and thought that the new one was arriving in a couple of days.  There was a hold up, and I had two garden chairs in the living room for several weeks.

You can actually manage without comfort for a little while.

Maybe we should all not go to Crufts in dispute against DFS and their furniture not being of standard or of sufficient health!  Sorry, sorry, I will behave myself now.

The thing is, everyone keeps saying you get what you pay for, but unless you get one of the suites in the "half price sale" (and not all of them are always in the sale) they are not actually cheap.

When you are in a position whereby you cannot just replace the sofa you don't like, you have paid a lot of money for them, or are even paying for them over a number of years because you couldn't afford to pay for them upfront, it is very upsetting, even if it is just a sofa.

Nicki xx

Well, the Manager called at 9.30am this morning and arragnged to come out and veiw after 6pm this evening, he's been and gone and seemed extremely helpful. He said that he could see our problem but again, tried to put it down to the nature of the fabric - I told him that if this was the case then this fabric should not be used for upholstery coverage as it clearly isn't suitable. He asked how we would feel if it was possible to recover the sofas in a suitable fabric with different cushion inners and we said that if this is possible & the outcome would leave us with two durable sofa's that we can enjoy then yes, that would be fine. He left telling me not to worry and that he would ring the manufacturers first thing tomorrow and get back to us as soon as he knows what can be done.........Now Hubby thinks that we will be fobbed off again tomorrow as surely it isn't cost effective to do all that? As far as I'm concerned, the Manager has admitted that we have a problem with the fabric and hopefully we will now get somewhere so fingers crossed.

Oooh fingers crossed for you, obviously a better manager than the one I spoke to at my local branch!

Keep us updated!

Nicki xx

I will & I hope that this will give you the boost to fight your case. x

I bought my sofa from DFS nearly 6 years ago and have to say i've been really pleased with it.  It all started with a bit of trouble.....delivery men from DFS turn up and leave my sofa on my drive while its raining (it wasn't in a waterproof cover) and the sofa is made of both suede and leather.  After the delivery men left I checked over the sofa's (3 seater and chair) and realised the suede was wet.

Phoned DFS and spoke to a really lovely manager who said he would call the delivery men into his office as their behaviour was unacceptable and he got them to return and take the damaged 3 seater and chair back.  Because it was the delivery men's fault DFS then sent me a 3 seater sofa, 2 seater and puffe (sp) at no added cost to me....and 6 years later the sofa is still as comfortable as when it arrived.  It does have a few scratches from cats claws but the dogs sleeping on it haven't marked it at all and I still love it so for me DFS have been very good.

Thats really good, unfortunately it seems that you are in the minority though :-(

Nicki xx

NIGHTMARE tonight :-(  The Manager rang at 6.30ish this evening and said that he is waiting for the manufacturer's to come back with a price for us to have the cushions re stuffed?? WE are expected to pay for the privalige!! He then went on to say that the Manufacturers will do NOTHING about the fabric because they say it is a natural characteristic.....they haven't even seen it! I was speachless and managed to mutter 'but you agreed that we had a problem and promised me that you would sort it' To this he replied - I said that I could see the flat areas but I didn't say that it was a fault with the material............To cut a very long heated conversation short, he basically made me out to be a liar and said that the only thing he could offer us was to sell the sofa for us as a return because I am not happy and give us £799 towards another sofa.............we paid just short of £1400 ten weeks ago. I told him that no way would I accept this and that I would take this matter as far as necassary with Trading standards and the Furniture Ombusman and he simply told me to go ahead, he said that I had, had the full customer service experience and that after three inspections, each 'expert' - (DFS employee) had come to the same conclusion that there is no fault with the fabric. He said he will try once more to speak to someone higher than himself but I really won't hold my breath............My husband is furious, he wasn't home from work when I took the phonecall but was with me last night when the Manager came out and cannot believe that he has gone back on everything that he said and is twisting everything. Hubby is going down to the showroom tomorrow AM. Dear me I am so upset, annoyed and deflated  :-(

Can you get an independant Sofa man to give you a report??????
I think thats what you need.
One that does re eppolstery (sp)
And go and see CAB AND talk to Trading standards
Wrte down everything you remeber about EVERYTHING that was said and WHEN now. it will help.
Good Luck :)

So sorry. :(  When I read about recovering and new cushions, it didn't sound like a cost effective thing to do. :(  I just hoped that they would do it for the sake of customer satisfaction, but they're obviously not worried about that.

How about a newspaper?  Ask a reporter to come round?  Might get the quickest solution.........

Thing is Lea, so far no independant upholsterer's will actually put their name to a report - they have given me their opinion but don't wish to get dragged in. The furniture ombudsman will help here but it will probably take forever...........

Your sofa is out of the 4-5 week 'right of rejection' period but surely it is not fit for purpose - i.e. it must be as described. It must be of satisfactory quality, sufficiently durable, free from any defects.  You have been following the manufacturers instructions but your sofa is still not right so I think you would be entitled to a replacement or a refund - but it is up to the retailer to prove there is nothing wrong.  I would ask them to use an independent upholsterer as if they use their own bods, well I think we can guess what the outcome would be ;).  After six months it is up to the customer to prove something is wrong.
The government's guidelines say: "Goods are of satisfactory quality if they reach the standard that a reasonable person would regard as satisfactory, taking into account the price and any description."
I know this has been repeated by others but please please don't give in as a sofa should last more than 2 months!!  I wish you the best of luck and hope you get it all sorted out soon.

We bought 2 x 3 seater leather settees from SCS, from the minute we had them there has been a problem with them, the centre seat is fine, but each of the outside seat cushions slope, so you sit on an angle.  We called SCS back out, they turned the whole thing upside down and packed it out with foam padding, and said any more problems to ring them.  We called them again as this didn't help, they sent out an outside company who took pictures etc. and the result was apparently 'natural wear and tear' and they wouldn't do anything to help.  We spoke to trading standards and they said SCS always win, as we are a family of 6, they said they will blame us and say we were too heavy handed with it.  The settees weigh over 25 stone EACH and are huge, cost £3000 each sofa, really expected them to last longer than the 3 months.

After months of complaining and writing letters, still no further on, so we've given up.  ONE THINGS FOR SURE WE WILL NEVER BUY FROM SCS AGAIN!!

Oh how awful, again this is what they told me, that it is the natural fibres (or something along those lines) of the sofa.

I had a similar thing with one of the guys that came out, said everything we wanted to hear when he came, then denied it later on.

Seems that DFS' idea of customer service training for their staff is a script of rubbish!

Nicki xx

Today, Husband went into the store, told the Manager what he thought of him and that we would persue the matter as far as necassary - Manager said 'go ahead'..........then, by the time we got home, the manager was on the phone asking us to come down and choose a new sofa as a 'good will gesture'???
We have been down but I didn't choose anything as I really don't know what I want.

> We have been down but I didn't choose anything as I really don't know what I want.

I may have missed this at the beginning but is it just the fabric that is the problem?  Are you keeping the same design of sofa but need a different cover?

I'd suggest getting the terms in writing: the store will give you a new sofa, covered in a fabric of your choice, to a value of XX.  Make sure they also explain/include exactly how long the offer is open for and what will happen to your existing, unwanted sofa.  Also get confirmation that you can continue to use your current furniture with 'no strings or conditions' until your new one is ready.

Then...  take your time.  Have a good look around, ask for a bit of feedback on here re type and weight of fabric, get a sample of the fabric available and get it checked by another upholsterer too.  Don't be rushed, as long as you have the offer and terms in writing you can choose at leisure.

Well done for not giving in and give your OH a big hug.  Gotta love that man!!

I'm going back tomorrow. We have been told that we can keep our sofa until the new one is delivered and they are giving us full invoice value back. I really, really like one sofa which is half leather, half fabric - great fabric too, really thick cord/weave type and its also got foam seating rather than the crazy plump every day cushions......but its cream & no other colour would match our decor.

This is it: http://www.dfs.co.uk/sofas/leather-fabric/quantum/200/2888/0

I have also been looking at their leather sofa's but I'm worried about quality.

I got a leather one 3 years ago and it still looks brand new.  All the cushions have kept their shape and there are no scratches on the leather.  I just wipe it over with a slightly damp cloth regularly and it still looks good.  It is brown though, I don't know how the cream ones keep colour-wise.

> I have also been looking at their leather sofa's but I'm worried about quality

Ours is DFS - bought app 7 years ago.  I wouldn't buy from them again for a bunch of reasons but I've no real complaints about our actual sofa.  Except it's way to heavy to be very practical - takes a few burly men to move it...  and one of the seat adjuster thingies got broken.

It's chocolate leather and it's been fine, although it's not used by the dogs.  My observation about the leather is that it's probably not very thick, also I don't think the colour goes all the way through.  Good quality dyed leather can stand a few scratches as the colour is the same.  Cheaper leather shows white through any scratches as the colour is applied rather than dyed I think.  Anyway ask DFS for a sample of leather to see what it's like.  It's worth remembering that cream leather can 'yellow' with age.

I like the style of the Quantum one you gave but can't quite see what is half and half.  Are the seat cushions fabric?  Might be handy if they can be removed for cleaning.  Also, if they aren't attached to the sofa you could always get extra covers made if necessary.

Yes the Quantum has fabric seat cushions. We can keep it looking good with the use of throws - we do this now anyway. Dogs don't go up and the children are 11 & 17 so not 'young'. I really like that one and when we next change our colour scheme, we would only need to add new scatter cushions to match.

> I really like that one and when we next change our colour scheme, we would only need to add new scatter cushions to match.

Sounds like a plan!

A hint from a sofa buying friend.  Take a book or your iPod, tell the staff you'll be a while, take your shoes off and sit and read for half an hour in your usual sitting position.  It's amazing what a difference it can make.  She reckons never spend less that 15 mins per sofa and preferably longer.  :)

I know you really like it, but please dont get the cream one.  I had a friend that had a sofa that was cream fabric and looked very similar to that.  Every single mark stayed on it (she didnt have dogs or children) and even a fairly new pair of jeans left a blue mark and it was VERY difficult to clean without that leaving marks on it as well.  She was 'oh Im really careful with my furniture' when she got it, 6 months later it started to look quite grubby. Then you will be in exactly the same position you are in now, where you really dont like the sofa because of the way it has worn.

There will be something out there that you like.

Quick update. Spent all afternoon at the store on Thursday and sat on loads of possible sofa's, I eventually narrowed it down between two and in the end decided on sofa's that I would never normally give a second look, but they are so very comfortable, a great sitting position and easy to get up from (with my hips) and most importantly, they are very sturdy and seem extremely well made - I had them in every position, checking underneath and everywhere.

http://www.dfs.co.uk/sofas/leather/optima/159/2845/0/all

I have gone for 3 & 2 seater with the main part in stone colour and the contrast in oyster (took some wallpaper to make sure it will match) and these colours will be easy to work around when it comes to redecorating which won't be for a while as it was only done this summer. I know its not everyone's cup of tea - I never dreamt that I would go for something so modern with metal legs - the picture doesn't do it any justice and it does look far better in real life.

I was given the balance to pay as it is slightly more expensive than the last one and they have refunded us fully. The Manager ran through everything - that it would be 10-12 weeks for delivery and to use our existing sofa's as normal in the mean time and they will be taken by the delivery men on reciept of the new sofa's, the only part which has left me a little uncomfortable is the fact that he didn't give me any paperwork - I did ask for written conformation of the order and exchange to which he said he would go away and sort and then pop it in the post - maybe its not as straightforward as a normal invoice and he needs someone higher to sign it off??...........if nothing has arrived by Wednesday, I shall send my Husband in to sort it.
**Edited to add - new 'service reselection' invoice has arrived this morning so now all I have to do is wait :-) **

Phew, it sounds like a result!
Glad it has worked out and hope you dont have to wait to long for it to arrive.

Karen  :)

Thanks Karen, I am looking forward to recieving the new one but I'm not too anxious now I know that we don't have to put up with this one for too long. It just goes to show though that if you stand your ground and don't give in, its worth it in the end.

So glad you've finally got this sorted.

Is this the type of company that we want representing Crufts then?