My ordeal started on 18/04/21 when I purchased 2 sofas from the store. As promised they arrived 1/05/21(within your 7 week approx delivery time). Unfortunately as you can see by attached they were damaged, with drag holes and Velcro missing. Driver took photo’s and sent complaint that day(Also informed us we were the only customer that morning to receive damaged goods). Did not receive call from Swansea as promised, so I rang customer services and emailed Alex. Eventually had call back and was promised replacement sofa’s in 7 weeks!!! .After 7 weeks no sign of the sofas and no updates on deliveries. I made numerous phone call’s to customer services again!!! I spoke to store manager Shane who stated it was down to COVID that I hadn’t had the sofas (why is this delay not mention at point of sale). Shane always promises to call you with updates but doesn’t always follow through. I Had phone call from a woman from DFS stating my sofas were then due on 23 July 2021, my husband took time off work but nothing arrived. I Phoned DFS again, Shane promised compensation if I still went ahead with order. I Again promised to call on Wednesday 25th 2021 -needless to say he didn’t call back!!! . I Phoned customer services and spoke to Ryan on 27/08/21(who is excellent and very supportive). He told me my sofas were due today (yet we have had no call to confirm this- now 18 weeks later?????). As I have been through enough stress, I told Ryan I had no trust or faith in the store to deliver. I certainly would not want to go through this process again!!!! Ryan has put on record that I would like a refund/compensation and call back today to confirm this is going ahead. Could you explain why we have to wait 21 days for a refund, when we have paid in full and you have had a money since 18/04/21. Especially when we are in receipt of damaged goods. it is now December 3rd 2021 the furniture was collected on November 13th ...still no refund