Last June I bought a new sofa and footstool online from DFS. When it arrived, it turned out there was a warehouse mix up and the footstool was not there. I waited another week and when the footstool arrived, I realised that the colour was completely different to the one that was displayed on the online image. I sent DFS an email saying I wanted to return the item and I also requested a phonecall back. I was told someone would call me back within 60 minutes. I did not receive an email or a call back. I emailed and requested a call back the next day, no response. I did the same thing on the third day and still got no response. On the fourth day I rang the local store here in Dublin who contacted the web manager and assured me someone would call me back within 24 hours. The next day I got a missed call and was asked to phone back on an 0800 number. When I dialled the number, I got a disconnected tone. I don't think the number was accessible form Ireland. I finally spoke to the web manager on Sunday, 6 days after I had initially tried repeatedly to make contact. I was then told, they would collect the footstool but that I would be charged 20% of the cost of the item to go towards the cost of returning the footstool. I was very angry at this point. I explained that this was not made clear on their website, that it was not my fault the footstool was not the colour that was shown on screen plus I had wasted so much time during the week trying to contact them. It fell on deaf ears. The web manager refused point blank to take any of this into consideration. Their customer service is non-existant and while the ladies I spoke to on the phone in store in Dublin were both really helpful, the web manager showed me little understanding, whereby I felt bullied into accepting the charges. I would not recommend using DFS- from the start their service was abysmal and their returns charges are not made clear on their website, which in my opinion, is hidden into the terms and conditions in a way is bound to deceive their customers.