“There’s just no way they can manage on their own, we just want the sofa delivered before Christmas otherwise they’ll be eating their dinner sitting on the floor.”
A woman has shared her frustration after a sofa delivery got “lost in transit”, leaving her disabled parents facing the prospect of eating their Christmas dinner on the floor.
Samantha Catlow, 34, says she had bought her own sofa from DFS and “had no problems” before deciding to order one for her parents.
Speaking to the Liverpool Echo, Samantha explained that on October 17, she placed an order with DFS for a new sofa and chair parents for her parents Sharon Connor, 51, and Terrence Connor, 57, who are both disabled. The items came to a total of £1,587.
Samantha said: “They have a variety of health issues so I ordered something that would be more comfortable and easier to keep clean.
“I know these things take time. I kept checking online and on December 1 it said the sofa and chair had arrived at the depot, so I booked a delivery for [Monday] December 5.”
In preparation for the delivery, Samantha’s parents forked out £150 to have their old furniture removed the day before as it was “unsuitable”. The charge was higher due to it being a Sunday. However, at almost 6pm on the evening of December 4, Samantha received a phone call from DFS telling her they’d “lost” the sofa and chair.
“It’s totally unacceptable,” explains Samantha. “DFS keep telling me they’ll get someone to call me back, or they’re still trying to find them.”
Samantha said her parents have since managed to borrow a chair off her brother for her dad to sit on, as he can’t sit on the floor for health reasons. However, her mum is left to sit on the floor or the bed: “There’s just no way they can manage on their own, we just want the sofa delivered before Christmas otherwise they’ll be eating their dinner sitting on the floor.
“My mum has been in tears. She is very house-proud. How they can lose something like that is beyond me. I’m flabbergasted.”
Samantha wants compensating for the situation and also wants to raise awareness. She added. “On their adverts, they say ‘delivery before Christmas’. Maybe give it a couple more months.”
A DFS spokesperson said: “We sincerely apologise for any inconvenience caused for the delay to their furniture order. Unfortunately there has been a system failure at our local distribution centre which has impacted our ability to deliver their order within the estimated timeframe given to the customer when they purchased the product.
“We have a team of professionals working hard to rectify the problem and we expect to be able to deliver the furniture within the next 24 hours.”