Our experience with DFS has been completely awful. Never to be repeated. We cannot understand how this company can treat their customers in such a way. We first saw the Loch Levan sofa in the Country Living magazine. It was part of a collection by Country Living and advertised as being made by DFS We ordered a sofa and chair costing £3,000. We were told it was being handmade to our order. On arrival the delivery men were unable to attach the feet of the chair in the correct place and informed us we would have to contact the store at Banbury, Oxon where it was purchased. We then started to look at both pieces of furniture, we were so shocked at the shoddy work, staples hanging out, rip in the underneath fabric, bunched excess material causing the feet of the sofa to be misaligned, threads hanging out of the cushions etc etc, it was very apparent that this furniture was faulty and shockingly finished. We went to the store the next day to ask for a refund or exchange. The manager was curt, unhelpful and informed us we had no rights under the Consumer Act as we had had this furniture “handmade”, she also informed us that should we exchange or have a refund we would have to pay an additional £1,500 There followed five months of hell, communication with DFS is at best The worst we have ever encountered in 50 years of marriage. Once DFS has your money they simply could not care less. The CEO declined to answer emails, Country Living was contacted and assured us they would do everything to help us but after they had contacted the CEO we were told DFS was dealing with the complaint, after that “radio silence”! We contacted the Furniture Ombudsman, complete waste of time, they sent a copy of our complaint and the answer they received from DFS stated that all the faults were not manufacturing faults!! I cannot claim to be brain of Britain but if DFS is the chosen manufacturer of the Country Living Loch Levan furniture as printed in the Country Living magazine then if not their manufacturing faults then who is responsible. The Ombudsman accepted their statement and told us they could not help us. This has been a truly dreadful experience, we have been stressed, angry and so disappointed. On no occasion and there were many! Did the managers listen to what we were saying, they talked over you and just kept repeating “we can get the repairs done” this furniture was supposedly brand new, expensive and endorsed by a magazine of a high standard. How wrong we were. We will never deal with DFS again and hope by writing this we can help people to avoid a similar experience. We say again, how is it possible this company can get away with treating people like this. Geoff and Dee, Oxfordshire. ,