Extremely disappointed with the poor customer service from DFS. As loyal customers who have previously purchased two three sofas, we expected much better. The sofa we purchased was, for some reason, immediately discontinued after purchase—and it was definitely not a limited edition. Despite this, DFS refused to recall it, likely because it would cost them money. The sofa is so poorly made that we stopped using it altogether as it caused back problems for our entire family. We even had to buy a temporary sofa to replace it. Shahid, the New Malden manager, ignored our complaint and failed to deliver on his promises. When escalated to Darren, the area manager, things only got worse—he showed no empathy, refused to apologise, and only acted after we mentioned our rights under the Consumer Rights Act. Darren promised to call back within minutes to book an appointment for engineer for the faulty sofa but never did. We also requested an email summary of our conversation, which hasn’t been received. This complaint has dragged on for years, with both managers showing no accountability. Terrible service—avoid DFS!