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A family who got rid of their old sofa to make way for a new one, fear they'll be spending Christmas on the floor.
Samantha Catlow, 34, says her disabled parents were dealt a crushing blow by DFS when their £1,587 furniture failed to turn up on December 5, the ECHO reports.
The family from Greasby, on the Wirral in Merseyside, were stunned when the night before the expected delivery, the sofa giant called to say that their order had been "lost in transit".
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On October 17, she placed an order with DFS for a new sofa and chair 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.
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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.
She said: "It's totally unacceptable. 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.
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Samantha said: "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."
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A DFS spokesperson told the ECHO: "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."
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