We were also happy with the service you (DFS) provided....
Until.......You didn’t help us with our situation and basically called us “Liars”.
We purchased the furniture packages from your company, hoping for it to last at least 3-5yrs (and longer), but when the product started splitting within 6mths we found this unacceptable. With us not living in Spain (holiday usually 5 weeks of the year) the furniture (Sofa, 2 X Chairs and Dining set) were used very little – our next step was to approach yourselves.
This is when we were told by yourself that you weren’t happy to refund / replace the furniture because you couldn’t understand why this had happened and asked us “what exactly we’re we doing on Condado with this furniture?!” I explained that we had done nothing different to anyone else and you then went on to say “No there’s nothing further I’m going to do, take it up with the Manufacturers!” You then gave me their details and said “The furniture didn’t even come with a guarantee but we put 6mths on it (which is expired), so sort it out yourself!.” You also confirmed that we were informed of this when we purchased the furniture (which is totally untrue, because who their right mind would spend 1000 Euro on something with no or very little guarantee? This obviously shows what you thing of the product you supplied to 500 customers!!!!
No wonder you do not deal with this company anymore......
You also told us” I’ve already replaced your parents, so I’m not willing to do this again.... !”
I’m sorry but my parent’s order was a total different order to ours, she was a totally different, separate customer. Surely you should treat all your customers the same???? What happened to the good customer service we received when paying???
So anyway, contacting the manufacturers in China is what I proceeded to do....... But then a few days later you emailed me to say you were happy to give me the 2 chairs that my Mum had returned until we got to the bottom of the replacement issue. We were very grateful to receive these chairs, as we (my husband, 2 little girls and I) had something to sit on during our stay.
I contacted China (manufacturer’s representative) on several occasions, who confirm that the furniture should’ve been replaced as there was an obvious fault and had a 2 years guarantee. I asked her to confirm this in an email, but unfortunately for some unknown reason for the next 6 mths, she was un-contactable. As you can imagine this upset both my husband and I very much... months past and the furniture dropped to pieces before our eyes. We were getting nowhere fast, therefore on our last trip to Spain this summer we approached yourselves in your new store, who again blamed us for doing something to the furniture and was adamant you were not replacing/refunding the furniture as you believed we had ‘done something to it! And confirmed you had, had your own Rattan Furniture for 7 years and had no problems........ Just what we had expected of ours.!!!
So several more months past, countless emails and calls to the representative in China – she eventually answered my call. She confirmed she had received all my emails and didn’t reply because DFS was her customer NOT me. I explained in depth what had happened and she said the furniture should have been replaced / refunded there and then. Then the procedure would have been where DFS would have taken this up with the manufacturers.... But I was absolutely gutted to hear that this would no longer happen because the manufacturers had now gone BUST!!!!
So through no fault of my own.......after trying for months I’m at a dead end where no one is willing to help!!!
Obviously we weren’t happy having to purchase a replacement Sofa package from Leroy Merlin (with a 2year guarantee) costing us yet again. We still have no Dining set as we cannot afford this. We are a young family who are trying to do well for ourselves, building a better life for ourselves but coming across situations like this are just ridiculous!
My husband said it would’ve have been easier to withdraw 1000 Euros from the bank and burn it!!!! Very blunt – but very true indeed.....!
I cannot understand why we have been treated so differently to other people?
P.S Please feel free to come and collect the furniture piled high ready for the waste bin...
Emma + Stuart (A very hurt family)