“Can it be any more worse experience. After delaying the delivery by a month and miscommunication for full and final payment at last hour, worse was yet to come. Sofa came and has a persistent foul smell. Service engineer promised DFS will fix the issue in record 13 weeks time.
Think twice if you want to buy from DFS.”
“DFS are hiding behind the terms and conditions. They say that, upto 20% will be charged for collecting furniture (L shaped sofa). This is hidden well and truly within the terms and conditions. The couch is, in my opinion, faulty, very soft cushions to sit on and the arms can be felt through the fibre on the couch ends. DFS say, we will get an engineer out to look at this to decide if it's faulty, but we all know that this is always one sided and would not go any further. So, you would end up having to pay the 20% anyway. Disgraceful company, with bad ways of doing business, getting money out of people by being obstinate, stubborn and helpful with returns. I would have bought a different couch with them, but no way would I not only recommend DFS, but would never give them my business.”
“Purchased a two seater Burrell recliner for £685 hard earned pounds. After a couple of months the foam cushioned seats sagged tjat much it caused serious back pain sitting twisted.. Had a service visit and cushions for packed with dirty tatty foam in a way a 5 year old could have done better.. Contacted customer service and was offered £120 as a goodwill to keep the sub standard sofa. Decided the repair was clearly Not good enough to last week's let alone years!. So the £685 originally paid take away £120 goodwill allowed us to spend £565 on a new different one. Well All I can say from a 20 plus year loyal customer, and having spent well in access of £18000 over the years the quality is not there anymore. The foam especially from abroad is sub standard.. My 're choice was the two seater Orka and that's gone back due to again overseas build quality. Now fighting for my money back. Work this out, paid £685 originally, then when we chose another sofa DFS took the £120 off and we had a credit of £565!!. Spent £579 on a new sofa which has now gone back!,and Head office who clearly can not do sums have refunded £390 back..DFS has fraudulently deducted our £120 of the £579 plus a £69 which was for trying to be miss sold this treatment , so already deducted before hence why the original was £685 instead of £754 total including the treatment.. DFS has taken our £120 twice and also the £69!!. So fruadulantly kept £189 of our money!!.. Now getting Trading standards involved.....”
“Whatever you do please do not buy from this company! We purchased a two seater sofa, armchair and footstool, it was delivered to us in July 2021, by the time Christmas came we found the frames on the arms were coming through where there wasn’t enough padding, we went to our local store (Basildon) where they arranged for someone to call round, when the gentleman came, he agreed there was a problem and said her would order new arms with extra padding, he said it would take time due to covid etc, when it got to April we hadn’t heard anything so went over to the store and spoke with ‘Waz’ he said the order hadn’t gone through, we explained we were going on holiday early June and wanted the problem resolved by then, he agreed this wasn’t a problem and said the order would be fast tracked, we left it a couple of weeks and phoned DFS on several occasions where they said we would get a call back but we never did, we then went to the store one evening and spoke with assistant manager ‘Ash’ we said if the problem wasn’t resolved by the time we were going on holiday we wanted to return the furniture and have a full refund, he said this wasn’t possible as we had had it too long, he asked us to leave things with him for a few days, ‘Ash’ then called us offering a full refund or we could choose another suite or we could have the furniture remade with extra padding, we decided on the latter as we really like the suite, well our new suite was delivered on 9th June only to find it as damaged! We called over to the store the following day and spoke with ‘Waz’ who agreed the furniture would be collected, we would get a full refund, we explained the collection needed to be early evening (5ish) as we have to remove our front door to get furniture in or out, ‘Waz’ said this wouldn’t be a problem, we waited until Tuesday morning (12th July) we hadn’t heard about a collection date so called to see what was going on, spoke to ‘Mayu’ who arranged the collection for Friday 15th again I explained about the front door, he said it wasn’t a problem, I then got a text with a time slot of 12.22-15.22! I called them again on 14th and spoke with ‘William’ he said he would speak to the department who arrange delivery/collection and call me back, when it got to Friday morning and I hadn’t heard from them I called yet again and spoke with ‘Peter’ he said there was note to say I had cancelled the collection and would call to re arrange! This really wasn’t the case, honestly total shambles! I then got a call from ‘Jo’ who was in delivery/collections she said she would arrange for collection on Saturday 16th, it would be in the afternoon as the van needed to be empty, she was to call back later with a time slot…..she never did! I rang them again at around 4.20pm and spoke to ‘Isabelle’ who arranged for a call back, ‘Billie’ called to confirm the time slot was 10am-1pm on 16th July, we would get a call 1 hr prior to pick up in case we were out, well we did go out and lucky enough we were back just before 10am as the men turned up to collect the furniture just after 10am, they said they couldn’t call in advance as they hadn’t been given our number!……..yeah it’s finally gone, free at last, just waiting to see how long it takes to get the refund!”
“DO NOT ORDER UNTIL YOU HAVE READ THIS!
M3ZPB3QAF
Ordered a £5K settee some months ago.
Delivery date confirmed
The afternoon before delivery received an email stating not being delivered and had no idea when.
Rang got told have no idea when its going to be delivered. I registered a complaint and was told 72 hours later would get a call. Four weeks later, nothing.
Rang got told in stock and waiting to go on system but would ring back the same day. No callback.
Rang got told not in stock and to ring back at the end of July for an update.
Explained that we have no settee and sitting on borrowed chairs whilst wait. Wife pregnant and just wants to sit on settee. They didn't care.
Registered four complaints and not one call back.
Customer service have not got a clue so dont waste your time chasing either be patient and hope you get your order or cancel your order.”
“We order our sofa and chair on 17th April. Notified 2nd July that the furniture was coming into the Distribution Centre. Then we were told there was a delay… countless calls later and finding it extremely hard to get an accurate report of what was happening, we went to the store. You cannot phone them direct. After 11 weeks of waiting we were told that they could not tell us when the fabric we had ordered would be arriving and so they cancelled the order.
Our salesperson, Linda, was nothing but helpful. We asked if we could change the fabric and we assumed that our furniture was made and it would simply be a case of covering with different fabric and the delivery wouldn’t be held up for too long. We were told that would not be possible and we had to completely reorder.
We have completely lost faith in DFS and will never order from them again. We understand the problems with delivery and fabric shortages at the moment but at no time were we kept informed within a reasonable timeframe. Awful awful awful. The ⭐️ is for Linda. Nothing for the company at all.
Let’s see how long we are kept waiting for our £200 deposit to be returned….”
“The best piece of advice I can offer to anyone living in the UK is to never, ever order anything with dfs. Believe me, you do not want to waste your time, money or energy with this company. They delivered a completely damaged bed side table. Had to chase them 2 weeks to pick it up and another 4 weeks for the refund. Sent countless emails and made countless phone calls about the „custom made“ sofa that I waited for since 3 months (vs 7 weeks promised). Finally today the told me that they „accidentally“ sold it to someone else. I am 38 years old and lived in several counties. Never in my life have I experienced anything this disastrous!!!!!”
“If I rated dfs , it would have have no stars..poor service, quibbles, 15 yr guarantee is laughable..it won't last 3..
Seat squabs collapsed...no recommendations at all..looking to save for proper furniture..DO NOT EVEN VISIT THE STORE...”
“I have experienced terrible service from DFS, the issue is still not resolved.
My Sofas were delivered 24th June, for the 2 piece sofa the cables (Power lead, extension splitter was missing). During the delivery, a service ticket was raised for the missing cables. Was told easy fix, someone will contact you. No one contacted me, I had to chase DFS on a number occasions. Alway promised some sort of confirmation email, phone follow up, again no one every contacted me.
Finally told, it would be posted to me, June 29th. Instead, no communication, 2 people turned up morning of June 29th. Never informed me, they said they rang an hour before, but some notice a day before would have been nice.
They brought the wrong cable, they apologised and said their manager would call me. Again waiting no one contacted me. So had to chase DFS again.
Customer service said, they have updated the notes and someone should reach out. Also said they would call me at 1pm on Saturday 2nd July. Incase no one has reach outed out.
Again no one contacted me, so chased again on online chat on Monday 4th July. They updated the ticket, maybe they needed to order a new part from supplier, so it went from plenty of cables to order the part from supplier. Then again same story, 72 hours someone will contact me.
So then I rang again and spoke to customer service. Explained to them its going around in circle, no one ever contacts me and another 72 hours from the previous 72 hours. But they did try and help ,the best they could and updated the ticket and said they send an email to the manager at the local service store.
The hunt of the missing cable continues, today Monday 4th July, which was presented to me as an easy fix, initially i.e. Just a cables, we have plenty in the warehouse etc.
Now I have to wait up to 10 weeks. Basically DFS have said "we have ordered replacement cables for yourself which can take up to 10 weeks to arrive."
So now I have to wait an additional 10 weeks, which is unacceptable”
“It has taken almost 10months of phone calls, e mails and letters to get a decent suite. In desperation I wrote to Mr Tim Spacey CEO and he didn't even have the courtesy to reply and acknowledge my letter, says a lot about what he thinks of customers.
The first suite had so many faults DFS replaced it. The second suite came with different coloured legs and other faults occurred within a few weeks.
Phil the manager from Llandudno helped and got Mike one of service managers out who almost rebuilt the whole suite. Thanks to him I think I have more confidence that the furniture will be alright now. Twice I was let down on delivery and so much stress I have had. I have bought furniture in the past from DFS with no issues but I would certainly not buy again as standards have gone down and one phone no for the whole company means you are waiting for ages to get to speak to someone This has cost me time and money and not even an apology. Stock control is rubbish if this is how they let furniture out of the factory. In future I will buy from a local trusted company who will value my custom”
“I purchased a sofa from DFS Droitwich and selected the buy now pay in 12 months. A DFS staff member processed my finance agreement incorrectly and a month later an unexpected payment was taken from my account.
I initially called the finance company to see if they could amend from their side, but they confirmed that the finance agreement was created by DFS so it was down to them to make the relevant changes/updates.
I went in to store to see if they could help amend the finance agreement and explained the situation, to which they were really unhelpful and said that the person who processed the finance needed to pick this up but was not in store, so I was promised a call back when they returned. This never happened so I called customer service (as there is no direct line in to store) and they were able to request a call back from store on my behalf. When they did call me they were more worried about placing the blame on other departments for the error than actually helping me rectify the issue and said that they will look into this further and see what they could do?!
Four weeks have now passed, and the issue is still ongoing. I have escalated the issue to the DFS complaints department twice and all I get is the same automated apology email so my complaint has been ignored and no action has been taken there, I have spent up to 3+ hours on the phone with customer services on hold or trying to get them to help me with no real resolution, I have gone in to store multiple times and have been passed from pillar to post.
Today a second payment was taken from my account even though 10 days ago DFS confirmed that a hold was placed on my account and no further payments would be taken. I then called customer service AGAIN and they basically said they couldn’t help me and that it was the stores issue to pick up, 2 hours later I received a call from one of the staff members from the Droitwich branch to see if I had signed my finance document. I was extremely confused as I had gone in to store 9 days ago to sign the document which they should have on their system? So, I questioned why was it taking so long to action, if it had actually been processed and if they knew what was actually going on and was met with the phone being put down on me!!!
So with the lack of support from DFS, I called the finance company again today (I didn’t know where else to turn) they confirmed again that they were unable to amend the agreement, however they felt my frustration and acknowledge the seriousness of the issue and have now raised a complaint on my behalf and are now chasing DFS to amend the finance agreement alongside my continued efforts.
Due to staff incompetence, they have taken money out of my account without my consent and I am almost £900 out of pocket which has and is causing me considerable stress. No one seems to be concerned, or even care that this has impacted me financially.
I am extremely disappointed in how this issue is still being managed by DFS. I understand that human error does occur and I can accept and understand that it does happen, but the lack of communication, urgency and customer service I have received has been extremely poor and on occasion frustrating to say the least.
I wanted to put a review on here not to complain but to make others aware that buying a sofa with DFS can seriously affect your cashflow, credit rating and stress levels. So, if you are thinking about purchasing on finance, please, please, please think twice about buying from this company because no one takes any accountability or want to help you, they make you feel like it is your problem, and you are the inconvenience.
I hope I can save other people from making the mistake I made and that was buying from DFS which I will not be doing ever again.”
“We ordered 3 piece suite at beginning of January it was delivered in May the cost was £2800 when it was delivered there was a power pack missing so as it’s power plus we cannot recline one of the chairs been promised the missing pack since we received the three piece still waiting all the staff you speak to are all working from home the Crawley branch doesn’t even have a manager and if you ask who is in charge it’s a manager that also works at the Croydon branch if you ask to be put through to him they are told they aren’t allowed to give out the phone number they can only email them to pass your enquiry on and that they will be in contact with you within 72 hours ,we have now been informed that it’s going to take another 6 to 8 weeks to get one of these packs absolutely disgusting the aftersales is appalling they just want your money so I would never recommend them when I told them is very frustrating to have to keep phoning I was told well the answer is don’t call us we will let you know when we have it in stock disgraceful !”
“Order is now 6 weeks overdue because it’s stuck in a warehouse!!!!!
Excuse after excuse from DFS just want my money back and never deal with these cowboys again absolutely shambles”
“2 sofas delivered 1 with wrong legs both sofas so badly made obviously no quality control sent of 2 emails with photos no reply and manager supposed to call that never happened, this is the 6th week a manager is supposed to call tomorrow between 8am to 8pm watch this space”
“Shocking customer service. Can't get hold of anyone to tell us when our order will be delivered. Don't respond to emails, never call back. Had 2 deliveries cancel last minute which cost us days of annual leave. I'm sure the sofas are fine but the company are horrible to deal with.”
“Buyer beware ,now 6 months on and no sifa.Dates given of delivery were untrue, just to fob us off . Now going through Ombudsman to resolve issue and claim refund. BUYER BEWARE,DO NOT BUY FROM THIS COMPANY. Wish i had read revires before using this company. They give false promises and dates and do not contact the customer unless you make contact with them.”
“‼️DO NOT BUY FROM DFS‼️
I was waiting 4 months for my sofa to be delivered…. Faulty🤬 The worst Customer Service ever👎🏻👎🏻👎🏻 Nobody is responding to the emails. Every time I call them I was dealing with different person to hear the same story: “Someone will get back to you “… no one did. I’ve been promised a compensation and refund of delivery costs… nothing happened. There is 14 days to return the sofa, but the repair has been booked for next month… I’m very disappointed. DFS doesn’t care about their Clients. I have reported them 😡 #dfs #dfssofa #customerservice #badquality #furniture #waistoftime #ukcompany”
