written by Mariabak on 22/09/2014
To who it may concern at dfs head office, this is my Navona power recliner and 2 seater fitted sofa I purchased from you delivered the 27th April 2012 with a five year leather care cover that was paid for on top of the value I paid for my suite and pouffe £2,122. This suite is JUST over 2 years old and never had so many issues with a suite in my life! it is a disgrace and I have been fighting these problems since 4th December 2013 when the first issue with suite was reported (still in warranty) I have had the service manager of DFS Manchester ( [name removed] ) out 3 times since the beginning of 2014 reporting problems of the leather fading like this it has been repaired once already (took weeks for parts to arrive) but continuing to have this issue! I have had them out again with this and they are going to recover my whole recliner chair (10 weeks for parts to arrive!) I am at the end of my tether with chasing this up. Two weeks ago from now I rang the DFS store Manchester to make an appointment to see there store manager (mark) to take a written request and take these photographs in and ask them to exchange my suite for another as I have had enough and I am not in anyway shape or form happy with the navona, [name removed] the store manager happily said he would come out personally to have a look at the problem the next day (Sunday 14th September 2014) witch he arrived at roughly 5:30pm he happily came in to my home and told me that the issue with the couch was our fault, we asked questions and got a lot of excuses! It was our fault and not a manufactures fault as the oil out of our skin was causing the colour to break down reason for the colour fading so in future if buying a leather suite make sure you have your skin tested first, then he asked if anyone in the house hold was on medication as again can come out of the oils in your skin and break down the colour, i then asked why the colour was happening in a place that your body doesn't even touch when sat on the suite or at all for that matter? The reply to that I got from mark was...... It is friction?! Also happening on the two seater between the two seats, we asked a reason why it was doing it there? [name removed] s reply because of the creases?! He then asked us what we used to clean the suite with and as instructed when purchasing the suite (as shown on the sales contract..... Wipe down weekly with a damp cloth) I said a damp cloth, marks reply no you should use leather solutions and warm water? Not what I was instructed to do I'm afraid! But yet this problem is all my own fault not the manufactures. I did everything as instructed when the couch was purchased, this is NOT my fault as DFS should not be selling a suite that will go in this kind of state by apparently your body oils. This suite then is NOT fit for purpose!!! I have been told they won't exchange my suite they will recover the whole thing as it is now on both my recliner and two seater (another 10 weeks waiting for parts) he said really we should pay for the repair as it is out of the 2 year warranty (the problem did start before the warranty was up) but he will do it like....he is doing me a favour? I do NOT want the suite recovering as if this issue happens again I'm not prepared to keep chasing it up to be repaired. I want this dealt with by either exchanging my suite and choosing another to the value of or my money back and I will go else where? I WILL be contacting trading standards and posting this over your sites across Facebook making people aware of this matter! I want this dealing with and resolving. I will not go through Your Manchester store as I am getting NOWHERE and a hell of a lot of excuses.