“Avoid the High Wycombe branch. They employ liars for sales staff. One of the staff Kamil Lesniewski pretended to be a customer and left a fake review on Locaji.co.uk, on February 2023. He's worked there since 2022. I visited recently to look around and I was shocked to see him there as an employee. Salesman like him are ones to stay clear of, because he can lie about whatever he's trying to sell to customers just to get sales commission. The ones in charge at this store encourage conduct like Kamil's and that's bad. It's put me off buying anything from DFS. All the good reviews from other review websites must be from his followers online.”
“I ordered this sofa in the Plymouth store on 20 August 2024 and was told delivery would be the first week in November. After the delivery date was put back on numerous occasions with no explanation, and because DFS do not give customers the ability to actually speak to anyone, I phoned "Customer Service" (now there is a contradiction in itself) to potentially cancel my order. After waiting for 45 minutes for someone to pick up my call, I had a very difficult chat with a very rude Scotsman by the name of Ian, who listened to my issue, but whose response was "Do you want to cancel the order or not? I don't care either way." I decided to keep the order live despite my Husband wanting to cancel. About a week later, we had a phone call from Paul Johnson, the Plymouth store manager. He confirmed the delivery date of 20 December which was 7 weeks late (with no explanation or apology) and 17 weeks from the date of order! He refunded my delivery charge and assured us that he would personally phone us on the day of delivery to make sure that everything was okay. That was quite reassuring, despite the fact that he refused to give me a contact number if there was a problem. Needless to say there were problems on delivery and unsurprisingly there has been no follow up call from Paul Johnson. I sent him two e-mails but he has not even had the courtesy to reply. The problems were that one of the electric recliners did not work, and the sofa was delivered in heavy rain with no protection, so it was very wet when it was brought in. I have just spent nearly an hour with the Online Chat Service, but the only thing on offer was a call back within 48-72 hours. I am a Pensioner with guests arriving for Xmas with no proper seating now. A visit from an After Sales Manager in January rectified the fault, but just 2 days later BOTH of the recliners stopped working! Given all of the problems I have encountered and a total lack of customer service, I have lost all confidence in DFS. There were no apologies or any sign of concern from DFS. They have now collected the Sofa and given a full refund, but I would never buy from them again, nor would I ever recommend them.”
“I do not recommend buying from DFS. I bought a bed and a mattress. The cost of the mattress was around 1400 pounds. Despite the fact that the mattress in the description was perfect, it turned out to be terribly uncomfortable. Back, neck and shoulder pain. After 3 nightmarish nights I contacted the customer service department to return it. It turned out that there is no way to return the mattress to DFS. The contact with the customer service is terrible. Aimed only and exclusively at playing for time. Therefore, think carefully about shopping at DFS. You will lose your money if it turns out that the goods are of low quality. Aldona Lewandowska.”
“Spent over £3000 on 3 and 2 seater leather sofas. Received in November, and within weeks the sofa seats are losing their shape and dipping in the centre of each sofa, something you might expect a few years down the line. Spoke to the manager in Liverpool who said "We can't tell you how to sot on our sofas bug if you're inclined to get comfy with your legs up to the side, then this will cause the leather to stretch and shift", i replied with should we not have been informed of this by the sales team member (who advised and discussed at length with us the best suite to buy for our needs) who knew it was our first purchase of a leather suite? He told me no, it is my responsibility as the customer who should have done my own research into everything. AVOID DFS AT ALL COSTS, They are friendly and fantastic at sales, kerching to them, but after sales is a different story. Devastated i never went to SCS where I purchased our last sofas who were fantastic in every way.”
“AVOID!! AVOID!! AVOID!!
We ordered a Bed back in August last year. We were told it should take 8 weeks to arrive. 16th of October we have the bed booked in to be delivered.
16 hours before our delivery slot we get a call from the delivery company saying they were never sent the bed. With a lot of back and forth with DFS, the manufacturing company and the delivery company, it turns out the bed was sent to the wrong depot and is now lost.
So another bed is made. DFS get in touch to deliver the bed on the 30th of November, we are away on our Honeymoon from the 29th of November until the 2nd of Jan 2025 so we push the delivery back to the 8th of Jan.
We get rid of our bed on the 8th of Jan to make room for the new bed, the bed is delivered and low and behold it is the wrong bed.
The delivery company take the wrong bed away.
At this point we are lost for words, the level of incompetence within this company is outrageous. We are now without a bed to sleep on, and all DFS have to say is "Sorry". No compensation, our situation has never been dealt with as a matter of urgency.
They honestly do not care!!
Yvonne Naughton, who we have been corresponding with this entire time, is completely useless!! She has even encouraged us to cancel the order and walk away. It is honestly such a shame, we ordered our sofas from DFS a few years ago and it was went so smoothly, no issues what so ever. I wonder if that's because the sofas were from the brand JOULES rather than the crappy DFS's own brand.
I look forward to seeing the demise of DFS, I can feel its coming soon.”
“Great in store service but appalling after sales service. Delivery date and time passed with no communication. Spoke to 3 different people who couldn't answer my questions.
I have been left with no confidence that my furniture will be delivered.”
“DFS was the best platform when I started investing, well something came up with a fake investment company I file complaint against this company for so long now, I was battling with depression and frustrated until I came across a recommendation about a recovery expert called Mrs Oliver who came from my rescue Olivercompanyexpert 505 @ g mail com who helped me resolve and retrieve everything I have lost in cryptocurrency, she can also help you recover whatever you have lost in crypto. you can visit Mrs Oliver on WhatsApp. +44 - 74- 38- 68- 72- 36”
“I bought a sofa from DFS in the summer which arrived in mid September. It cost £1050 for a 2 seater recliner. Within 6 weeks the foam padding in the sofa had completely sunk and lost it's shape. The arm rest sunken and dented, the cushion where you sit, sunken, sagging and misshapen and where your legs go the foam is so pushed in and warped the support has gone flat.
Getting off the sofa and the foam is stuck indented and droopy as if someone is still sitting on it. I'm embarrassed for guests to see the state of it.
I can understand eventual wear and tear that occurs after a few years but I got less then 2 months out of it and it looks like someones hand me down sofa.
Not what you expect from a brand new sofa that cost more then £1000.
Naturally I contacted DFS and sent pictures and they sent someone around to look at it. They told me that it was not a fault, it what happens with foam and that it was just something that happened as part of the "natural lifespan" of the sofa. As if that wasn't enough of a kick in the teeth, they doubled and then trebled down saying they not only would they do nothing to help but that I should have bought leather if I didn't want this to happen.
So it's my fault now then?
After spending over £1000, getting absolutely hung out to dry and then essentially told well, if you didn't want your new sofa to look straight out of a junk shop you should have given us more of your money for leather.
If you're going to make such a low quality product you deem it acceptable to be this sunken and substandard within under 6 weeks it should cost a few hundred not over a thousand.
On top of that customers should be warned in advance about the foam in their sofas, given it has a lifespan less then a fruit fly and that isn't even considered a defect!
I don't want anyone else to make the same mistake I feel like I've been scammed. Avoid at all costs and get a proper sofa from a retailer like sofology”
“Avoid DFS like the plague. We bought the Avery sofas last january (now discontinued) Since we got them we have suffered back problems, neck pains and joint problems as the sofas feel as though they are stuffed with bricks. DFS refused to take them back even though unfit for purpose. In less than a year the cable for the lift mechanism has snapped and had to be repaired. Do yourself a favour and instead of wasting a couple of thousand pounds buy a couple of sacks and stuff them with bricks. Not only will they be more comfortable, they will last longer as well. YOU have been WARNED! Disgusting company selling cheap poorly made goods but charging a fortune. Steer well clear.”
“I would give zero stars if I could, the staff in the chester store were rude and wouldn't tell us the various combination prices until we placed an order. They also said we couldn't
see a particular recliner sofa/chair set we were interested in as they couldn't reach an electrical socket. Poor customer service. Would not recommend them at all. Walk away feeling very disappointed.”
“DFS Supplied a Falcon leather recliner and the seat cushions are too soft stuffed with memory foam I weigh 13 stone and sink right down on the seats DFS Rep came round and put more foam into them still not a good surprise give me back ache, I'm very disappointed with DFS and resent payments going to them every month.”
“Absolute rubbish. If you’re thinking about buying a sofa from these people, buy a sack and fill it full of straw.
You’ll have a much better, longer lasting settee.”
“WE brought a new 3seater and 2 seater sofa. very good but don't buy their easy gliders. £66.99 For 24 .online same exact ones £9.90 for 24 .total rip off.”
“Very poor quality and bad service don’t buy anything from DFS.I was order 2 big sofa and one big dining table with 4 chairs and 2 carpets and 2 coffee tables I pay more than £6000 but when I received the coffee table it has damaged I paid more than £600 for these table and I wait more than 4 months to arrived and when I contacted the costumer service they didn’t do anything. It’s awful service I am not happy with their items I lost the money I will not buy again from DFS and no body buy from him bad service and bad experience.!”
“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!”
“Bought a corner sofa, it was the wrong side wrong colour , they said I had to pay £750 to make a new one , the colour I wanted they had in the warehouse, still had to pay £750? Asked why as they had one in the warehouse. Throughout all this process I had to go in the derby store 7 times as there is no way of contacting them, if they ring you it’s no caller ID, if you email it’s comes back postmaster no delivered?
Poor customer service, the store manager lied saying the sofa in the warehouse will be delivered at the week end , week half later delivered , again had to go in to the store. Offered a Christmas hamper will come with the new soda .. no hamper .. what am trying to say is they want your custom money and want you out the store, I asked for my £750 as not had a new sofa but nothing , no communication.
I have been so stressed throughout this awful process”
