Mum’s disgust as ‘new’ sofa arrives ‘covered in pet hair’

A Cornwall woman says she is “disgusted” after waiting two months for a sofa which arrived “covered in pet hair” and scuffed up this week.

Sian Breakwell, 30, of Camborne, has been in conversation for months with sofa giant DFS and claims the furniture brand lied about where the sofa came from and that she is yet to receive an apology for the blunder.

The mum-of-one said she has been waiting “a long time” for the arrival of the sofa after the first one that she ordered didn’t fit in her new property. She ordered the current one as the “faster option” instead of waiting another two months for a brand new one to be made and delivered.

She paid £1,280 instead of £1,500 because it was supposed to be an ex-display item, but what turned up on Wednesday (May 5) she says was far worse than what she could have expected and not worth the discount.

Sian said: “We initially ordered online back when the store wasn’t open and that one didn’t fit so then we went back into the store and that is when we decided to go for an ex-display as it was the faster option.”

DFS has admitted to an error – saying its “stock system mistakenly logged the sofa as ‘pristine’ condition” and apologised.

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Sian, who works as a delivery driver, and her partner Jamie Williams, 42, a mental health worker, wanted a particular sofa but it was only available in store in the colour red.

She says the manager offered them to have another ex-display sofa in that style that was due to come in, in grey, from the warehouse soon – so they went for it.

But the couple, who share their home with son Riley, 2, are convinced they were lied to and that it actually came straight from somebody’s house because when it was delivered it was scuffed, faded and covered in hair.

“So it turns up and there was hair everywhere,” she explained. “We don’t know if it was dog hair or cat hair. There’s also marks on it and it’s damaged and there are crumbs and things in between the cushions.”

Horrified at her ‘new’ sofa, she then lodged a complaint with photos and claims the store manager then admitted it was previously with another customer in their home, but only for four days.

When she asked for a new sofa from the company she claims she was told the only options were to wait for an upholsterer to come out in two and a half weeks, or to pay £300 difference for a brand new sofa that will be sent out in 14 weeks’ time.

It’s now been two days and she says she doesn’t want her toddler to be in the room with it, even after disinfecting and hoovering the sofa.

“I just thought this sofa shouldn’t even be here with us with all the Covid restrictions,” she added. “Surely it shouldn’t go from household to household straight away.

“We’re not willing to pay £300 for a new sofa, we were fine with an ex-display, we just didn’t want it coming from someone else’s home in this state.”

She continued: “It looks worn, faded and it looks like it’s been sat on for a lot longer than four days. It’s in such a state and I just think it is absolutely disgusting for a big brand like that.

“I don’t mind waiting now because I’m just sick of it. I just want them to send me a new sofa but I also just don’t want to give them anymore money and I just want to go somewhere else. It’s a big company and it’s just out of order.”

An image of the faded dye and pet hair from Sian's DFS sofa
An image of the faded dye and pet hair from Sian’s DFS sofa

A DFS spokesman said: “Ms Breakwell’s original sofa choice failed to fit on delivery and so we offered an alternative product, which unfortunately was not available for Ms Breakwell to view in store. As our sofas are handmade, offering ex-display or exchange models enable customers to receive their replacement sofa more quickly. Customers are aware their products are not brand new and therefore receive a discount on the original price.

“When offering customers exchanged sofas, we ensure that Covid protocols are closely followed. This sofa was in quarantine for at least four weeks before being delivered to Ms Breakwell.

“In this instance our stock system mistakenly logged the sofa as ‘pristine’ condition which led to the sofa being delivered directly from one of our warehouses before it had been checked. We completely understand Ms Breakwell’s disappointment and have sincerely apologised for this error.

“We immediately offered to make her a brand new version of the same product. We are awaiting Ms Breakwell’s response and are hopeful of a resolution.”

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