I purchased a sofa from DFS Droitwich and selected the buy now pay in 12 months. A DFS staff member processed my finance agreement incorrectly and a month later an unexpected payment was taken from my account. I initially called the finance company to see if they could amend from their side, but they confirmed that the finance agreement was created by DFS so it was down to them to make the relevant changes/updates. I went in to store to see if they could help amend the finance agreement and explained the situation, to which they were really unhelpful and said that the person who processed the finance needed to pick this up but was not in store, so I was promised a call back when they returned. This never happened so I called customer service (as there is no direct line in to store) and they were able to request a call back from store on my behalf. When they did call me they were more worried about placing the blame on other departments for the error than actually helping me rectify the issue and said that they will look into this further and see what they could do?! Four weeks have now passed, and the issue is still ongoing. I have escalated the issue to the DFS complaints department twice and all I get is the same automated apology email so my complaint has been ignored and no action has been taken there, I have spent up to 3+ hours on the phone with customer services on hold or trying to get them to help me with no real resolution, I have gone in to store multiple times and have been passed from pillar to post. Today a second payment was taken from my account even though 10 days ago DFS confirmed that a hold was placed on my account and no further payments would be taken. I then called customer service AGAIN and they basically said they couldn’t help me and that it was the stores issue to pick up, 2 hours later I received a call from one of the staff members from the Droitwich branch to see if I had signed my finance document. I was extremely confused as I had gone in to store 9 days ago to sign the document which they should have on their system? So, I questioned why was it taking so long to action, if it had actually been processed and if they knew what was actually going on and was met with the phone being put down on me!!! So with the lack of support from DFS, I called the finance company again today (I didn’t know where else to turn) they confirmed again that they were unable to amend the agreement, however they felt my frustration and acknowledge the seriousness of the issue and have now raised a complaint on my behalf and are now chasing DFS to amend the finance agreement alongside my continued efforts. Due to staff incompetence, they have taken money out of my account without my consent and I am almost £900 out of pocket which has and is causing me considerable stress. No one seems to be concerned, or even care that this has impacted me financially. I am extremely disappointed in how this issue is still being managed by DFS. I understand that human error does occur and I can accept and understand that it does happen, but the lack of communication, urgency and customer service I have received has been extremely poor and on occasion frustrating to say the least. I wanted to put a review on here not to complain but to make others aware that buying a sofa with DFS can seriously affect your cashflow, credit rating and stress levels. So, if you are thinking about purchasing on finance, please, please, please think twice about buying from this company because no one takes any accountability or want to help you, they make you feel like it is your problem, and you are the inconvenience. I hope I can save other people from making the mistake I made and that was buying from DFS which I will not be doing ever again.