I purchased a sofa from dfs it was delivered on Monday 26th April the delivery men called me for directions I was told due to COVID I had to wait in the other room while they installed it which I did they came in threw all the pieces on the floor & basically threw it together then just said there you go mate & left. I went into the lounge to see sofa in the middle of the room I struggled to move it as I have terminal lung disease I then tested it but it didn’t work I immediately called delivery men but they didn’t answer I looked outside the lorry was still there so I struggled to walk out there I can’t breath & it’s very hard to walk any distance I got to the back of the lorry I saw them look at me in wing mirrors & they drove off. I went back in & called dfs sat on hold only to be put through to someone miles away who couldn’t do anything I said I want to reject it but they said I wasn’t allowed & had to have a engineer come to fix it I said I wasn’t happy with this could I speak to someone higher they said they’d get a store manager to call me in the mean time they booked in a engineer for 3 weeks time I said I was unhappy with this but didn’t seem to care just that’s how it is. Days past no call back numerous calls later Caleb Johnson ( manager of slough dfs ) even though I bought from reading he said same I could not reject the sofa & by law I had to let them try to fix it I said I wasn’t happy & 3 weeks was awful to make a disabled person to wait no interest again so the day of the appointment came just before the engineer was due I got a text saying he wasn’t coming no rearrangement so I had to call yet again over a hour on hold I get though to someone in Scotland who couldn’t do anything but rearrange the appointment I said no I wanted it returned but no I then spent the next 6 weeks calling & emailing with no conclusions they agreed to replace it but wouldn’t give a time frame I knew it was just a ploy to wait the 3 weeks for engineer to turn up which he did was here 5mins & said it’s not repairable & that dfs furniture is just cheap rubbish good coming from their representative. I’ve spent well over 10hrs on hold making numerous calls always getting through to someone different from all over the country the trouble is I call reading if they don’t answer in a few rings it’s diverted to whoever is available so you get anyone from anywhere & when you ask to speak to the person your dealing with they can’t & none of them can do anything apart from get call back which rarely happens I eventually spoke to Julia from reading who agreed to swap like for like with a different sofa I asked her to send me a email confirming that but she didn’t I emailed her several times with no acknowledgement it seems they don’t like putting anything in writing I have email Tim Stacey CEO 3-4 times with no reply or acknowledgment he’s received it. I’ve had several calls confirming the new sofa was ordered but would be another 11 weeks I said I was fuming but at least it’s getting sorted last night they called 2 weeks after saying it was ordered to say I had to pay another £300 so they could order it I said absolutely not we agreed like for like but they said no so I said to come collect it I’ve now emailed saying I give them 7 days to collect it & give me a fully refund but I don’t hold my breath to it happening I’m not sure of my legal rights & when they take it I will have nothing to sit on which is a huge issue due to my poor health I don’t have room to store it. Yours mr Adam howlett