Mid Jan 2011, I ordered in-store DFS 2 leather sofas; their brochure & web site said DFS had 3 UK factories making sofas exclusively for them and the salesman I dealt with emphasised only this source. True, but cleverly worded. After signing the contract (legally binding in-store), whilst still sitting on the sofa - the cushions seemed suddenly to melt away as a reaction to the foam reaching a certain body heat temperature. Suddenly there was no support in the cushions. The salesman said this was only due to it being a display sofa - 'many bums had been sitting on it'.
Now earlier, I had purchased Argos sofas with a label 'made in China' which had the same effect - but I had easily sent them back at 30 days with no quibble. After 4 days of worrying about my DFS purchase I rang to try to cancel explaining my worry with the foam cushions - but was told 'your order has now gone off to Asia!' Asia??? So it was not being 'craftsmen built in the UK'!! Several letters and phone calls were exchanged with DFS (non would give me a H/O contact name) - and they remained adamant & forceful. I contacted the Advertising Standards Authority - who discovered, and advised me, that less than half of DFS sofas are made in the UK - over half are made in Europe and the Far East! Because of this involvement, DFS have now amended their website to say that 'almost half DFS sofas are made in the UK' and have agreed to state this in forthcoming brochures - but they seem reluctant to advertise where the rest are made? I also took this case to the Furniture Ombudsman (from advise in another forum). Just after the three month delivery time had passed (April 2011) TFO advised me that DFS had cancelled the contract and I received this in writing from Matthew Howarth Customer Service Manager at DFS H/O in Doncaster.
If a different, fit for the purpose foam/or better support material/ or pocket springing was used in the cushions, I think the problem could be solved.
Ta