“I thought DFS would be a reliable company to puchase my £4500 (delivery in 14 weeks) sofa on 10/05/2021 but the delivery date keeps being pushed back - now expected on 30/09/2021. Contacted online customer service who can't guarantee if it will be delayed further. Really disappointed.”
“HI went in to buy sofa chair an footstool today, Paul the Advisor was very helpful, approachable and covered everything. So will give him 10 out of 10. M”
“Absolutely disgusting. I was ‘promised’ a maximum of 10 weeks lead time from my order in early June 21 with a delivery in mid August. Sofa was paid for in full where the online system stated that it would now be delivered in October. After waiting 45 minutes to speak to someone, they advised that the order had not been placed until August, despite me paying over a third prior to then.
I then went into store and was promised that this was an error and that there’s a 2 week delay. It’s been 2 weeks and I have gone into store again where Im told it will he October buy an assist who shrugged his shoulders and said ‘this is happening to everybody’ without a shred of empathy for me having nothing to sit on as this is my first sofa.
The customer care is disgraceful, there is no communication and the only thing that works is the online payment system. I have been promised a call for a temporary sofa however I am currently on day 2/3 waiting for this call and have no expectations of receiving it.
Whilst the sofa’s are nice, along with the charismatic salesman, selling unnecessary items, the customer care after you’ve paid is awful. Following 7 phone calls to the customer help line, I have spent over 3 hours waiting in line, probably to speak to the only customer care member they have.
My advice would be to stay away and shop elsewhere as the false promises becoming draining”
“Customer service is shocking. Delivered with missing items and after fourteen phone calls to resolve had to cancelled order. No one ever rang back or chased up my problems, awful service. Average waiting time on phone was 40 minutes and fogged off every time, will never shop here again.”
“Seating on Sofa seemed to be lopsided. Ok had it for nearly 5 years but should not happen after such a short period of time.
Phoned DFS in June and a Service Manager came on 26th June.
on 22nd July another Service Manager came and replaced foam (which made it a little better) as a gesture of goodwill, but still lopsided. Phoned and explained that I was not happy and think it would need new spring interior which I am happy to pay for.
Received SMS saying they had tried to get in contact with me (which amazingly) I had no missed call . That was 6th August. I returned the call to them and was informed of the cost and said I was happy to proceed. Told I would get a call from repairs to take payment. Great.
Not so great. Still waiting
Have phoned nearly everyday since then to be told "sent e mail to repairs" "somebody will phone today" " Somebody will phone Saturday between the hours of 11.30-12.30" " somebody tried to phone but got no answer????" " have copied Manager on e mail to repairs" the best one yet is they have the wrong mobile number???. Funny they can send SMS to say they have tried to get in contact. Its the same number ???? How much longer will I have to wait to get this resolved???”
“never recived are order they took old order back on the friday was told are new one would be here on the saturday never came rang 12 times over 3 days to be told every time a manager would ring me back day 4 still no phone call nothing to sit on as they took old order back am disabiled and having to sit in my wheelcahair or bed NEVER ORDER FROM THEM AGAIN no respect for customers lies after lie and dont want to no after they have your money 2200.00 they have of mine”
“waiting now for 4 months then given a delivery date then they cancelled it then a delivery agreed for 3 days later for a morning slot then told by delivery driver it would be in afternoon the half an hour later phoned me saying bad news they cant find my sofa at the warrington warehouse so i am left in limbo as to where it is, i will be seeking a total refund and go elsewhere as i will never use dfs again as dfs must stand for daft fecking sofas.”
“Paid nearly thousand pounds for the worse corner suite ive ever bought after 2 months the seating cushions went flat its so awful to sit on and because of coivid you could only come out by june he agreed they were flat was told i will get a phone call for a price of 4 memory p
Foam cushions nevet came i had to phone and i ordered them at a cost of £16 0 and told 4-6wks but now its 12wks for 4 pieces of foam after numerous calls to you and promises of a call back nothing its digusting im having to wait so long its a total joke ive had to buy a new corner suite and that taking less time than 4 pieces of foam i will never buy another suite from you after this i feel well riped off my suite isnt even 1 year old and its ready to be dumped im so disgusted with the after care i would of liked my money bk but no so i had to buy anothr one not happy at all”
“Ordered 2 sofas for different addresses. Ist sofa delivered on day but outside delivery time slot and only after my 2 phone calls of complaint. Took over 25 minutes to get through each time and did not get promised call back. Fault with sofa so had to call again about that. Another 25 minutes listening to DFS automated hold where it keeps saying how wonderful it is, before actually speaking to someone. I am now waiting for a service visit. 2nd sofa did not arrive despite calling twice the day before, requesting a call by via the online form and also engaging in a web chat. I called because I'd received a text saying DFS CDC had tried to contact me. That was a lie as I had no missed calls on any of the numbers I'd given to DFS. I was told during each call and chat that delivery was on track but that someone would call me. No-one did. The sofa didn't arrive and no-one from DFS bothered to contact me to tell me. I made yet another call to DFS to cancel the order and sent an email of complaint. 2 days later I received a call from the store where I ordered the sofas. It turned out the sofa hadn't arrived from Poland which is why it hadn't been delivered. I agreed another delivery date for 2 days later and asked for compensation too given the appalling DFS customer service and the number of calls I had had to make. I was told the store manager would deal with my written complaint and compensation would be discussed. I have heard nothing since. DFS customer service is appalling and lying seems to be ingrained.
Be aware too that eaziglides are no use on carpet. Mine fell off after 2 days. DFS won't send replacements but want me to wait for a call from a service manager within 48 hours. Why can't they just send replacements? Definitely feel I was misled about benefit of eaziglides on carpet.
DFS is fine when things go right but appalling when they do not. I shall not be buying from DFS again nor their related companies Sofology and Dwell.”
“Absolutely disgusting customer service, they will gladly take your money however any changes to circumstances they don't want to acknowledge. It's been a week, we have tried to cancel an order only to never get through on numerous phone calls and managed to speak to customer service once and to be told the same with no helpful advice. We have been to the Exeter store several times to be told it would be sorted and a week later still Nothing. Can anybody advise us how to fully cancel this order ourselves as Dfs clearly doesn't want to know, obviously as they will loose their commission.”
“Appalling experience, ordered a couch and chair last Saturday, on Sunday discovered chair wouldn't be suitable Rang the store a number Of times on Monday to amend the order and got no response, diverted to customer service who promised follow up but nothing happened. Tried ringing again Tuesday morning and got same result. Went to store Tuesday morning and spoke to a sales assistant then the store manager and got one obstacle after another, eventually and reluctantly manager agreed to get the chair cancelled and promised confirmation e Email and amended order. As of today Saturday, 1 week later, after 3 emails to DFS nothing has been done and email request for contact ignored so today we cancelled the complete order. We have wasted too much time dealing with this company and have absolutely no faith that we could possibly have a good outcome by proceeding with the order.”
“We ordered our corner sofa back on 14.4.2021..due for delivery last Wednesday.. 11th August.. They didn't even bother contacting us... We could only contact them via email, to be told somebody should have phoned us.!!!... Checked on the tracking which we were advised to do.. Now.. Delivery is after 1st Sept.!!!.. Our suite is over 1699.00...we now are looking to cancel and get a refund on deposit. Buy beware..!!!!”
“After much deliberation I sprung for a sofa with DFS (my first ever brand new!). What a waste of money! It looks OK but is so uncomfortable it's pretty much unusable; if I didn't have 3 years payments left on it, it would be on the kerb free to anyone unlucky enough to take it. I will never use this firm again & warn others to beware.”
“We spent a long time sourcing a sofa as we stared looking during lockdown but did not want to order a sofa until we sat in it, sorry to say this this has not made our experience any better. Sofa very poorly made, customer services poor and there so called upholstery expects that visit are just as poor. The sofa arrived with the cushions out of shape and lumpy. First upholster that visited told us that we need to massage the seats and even leave the cushion covers open to let more air to the cushions…. After another wait a second upholster visited, he said that the first guy was talking rubbish and that a seat cushion needed replacing, some 7 weeks later we are still chasing DFS for the replacement seat. We have also has a spring that has become detached for inside the sofa and is sticking through the lining of the underneath of the sofa. We have offered to give the sofa back to DFS as long as they put it in there showroom, surprisingly they have turned our offer down. I’m sure there aim is to prolong the issues for as long as they can so the customer looses the will the live and just put up with the very poorly made sofa. I expect we will be in the same position in 6 months time. Our sofa from Next which is around 6 years old still looks the same as when we brought it and most importantly just as comfortable.
I have also found is amazing how many people that I talk to when when walking the dog have also had the same experience, one of them even gave there sofa to there kids and and went a brought a new one, off course from a different company.
It’s our first time buying a sofa from DFS and it will certainly be out last.”
“I wish I could give zero stars.
Just don't order from DFS.
They are very quick to take your money but after that you will have multiple delivery dates cancelled last minute without any communication and no sofa.
We ordered our sofa 1/05/2021 it's now 7/8/2021 no sofa, poor communication and delivery dates are still being cancelled last minute. At this point we wonder if this sofa exist.”
“I have had a very bad experience so far. Once I received my sofas, I realised there's a problem in the fabric as it makes like a patch once I put my arm on it. I raised my concern and someone from home serve repair came in and saw the issue. I have not heard from DFS for three weeks so far. I sent a few emails for update and no one came back to me.
My reference number is: UAZS01187”
“Can not contact Dfs Llandudno. Absolutely no customer service. Chair leg fell off as soon as we moved it and a hole in foot stool. No cleaning kit delivered which we have paid for. Delivery was not on day, van broken down, delivered next day by two really nice delivery men but phoned first as someone had written cancelled on the order. We ended up sitting on garden chairs and as we ate 80 years old not very comfortable. No one has contacted us to apologise or address these issues. I will have to take matters further. This is rubbish. I am now going to contact director at head office but I will have to write as every phone number is the same and after 30 mins no answer”
“I ordered a sofa when we moved home. Had prior good experiences with DFS and assumed the same would happen again.
After 12 weeks, it arrived. The lads delivering it were lovely but the sofa had a massive hole in the bottom (which they didn't tell me about) and a few scuffs. As they left they informed me the box bit was not on the van, leaving us with half a sofa as we were unable to use the chaise lounge half without the box.
The customer service has been non existent and no one is interested in helping us get it resolved. We have rearranged days for the sofa to be viewed and the 'box' to be delivered, for nothing to happen, spent hours and hours on the phone to be told people will call us back, or it will be resolved soon. This has been going on for 2 weeks and I can honestly say it has been some of the worst customer service that I have EVER experienced.
I will never use DFS again and at this stage, I will just be grateful if someone will come and get this sofa and refund me.”
“Easy to order but extremely poor customer service after that. Delivery dates pushed back for my 2 orders and when eventually it was time to arrange delivery it took over 30 minutes to get through to customer services (all numbers lead you there even if you think you are calling the store). The delivery tracking information didn't work properly as it showed number 12 being delivered when I was number 4. I made 3 calls to customer services and waited 35 minutes or more each time. I was cut off the first time and promised a call back on the second. That never happened. After my supposed delivery time slot had passed my third call did get me a call from the delivery team who arrived 30 minutes later. No explanation or apology. Arm on sofa damaged which prompted a fourth call to DFS and a similar waiting time to get through. 2 days later I received a call back. My second delivery is due today. I received a text yesterday saying DFS had tried to contact me which is a lie. I phoned 3 times and did a Web chat. I waited upwards of 40 minutes to speak to someone each time and even longer on the Web chat. No explanation about why the CDC wanted to contact me. Today the tracking shows my sofa on my second order has been delivered. It has not. Another call to DFS and a long wait to get through led to a firm promise by the person I spoke that he would ring back in 15 minutes. It's been well over an hour and a half and I have no idea if today's delivery is coming. Whilst the people you eventually speak to are nice they do not tell the truth. Complete lack of customer service on DFS part. Overall appalling. If I could give no stars on this review I would.”
