“We ordered the supreme electric 3 seater sofa and 2 Rise and recline chairs, spent a fortune all matching, when it arrived the arm was flat on the sofa van driver said it was because it was the way it had to be packed in the van, reported to DFS about the arm months later they came out and repacked the arm, then the sofa and the chair recliner stopped working, a gain someone came out and said the straps under both chairs had gone, and parts would have to be ordered from China this was meant to be new furniture, the parts were ordered June 2021 still no parts, we had even paid £250.00 for extra cover, I had, had enough so I got in touch with my credit card company and claimed section 75 as I had paid DFS on my credit card, I explained what had happened and they were fantastic I sent them all information including receipts, they asked me to get a report from a independent company, I had to pay for the report, I got a local family business to do a report on my DFS furniture this was sent off to credit card company, and this local family business maid a top class job of mending the furniture, credit card company paid for all repairs and they credited me the report money, I hope this helps someone as long as you pay some money on your credit card you are covered with section 75. Even if it is just your deposit, if I had known DFS furniture was made in China I would never have shopped there, it took this family business 2 weeks to do TOP CLASS Repairs the furniture looks brand new and this was all done a few weeks ago.”
“Strongly recommend never ordering from DFS.
14 weeks and over £6k later, we are still without any sofas. They have given us the complete run around.
Delivery was delayed with no explanation, we were then told two out of the three sofas would be delivered today. Instead we received only part of the other one that wasn’t due for delivery. They tried to give us half a corner sofa. This was the final straw after weeks of hassle.
Customer service team are laughable. You can’t speak to anybody that knows what is happening, call backs can take 72 hours if they even do call back. The amount of times we have tried to call and find out what is going on with our order is beyond a joke.
Belfast Team themselves seemed lovely when ordering, but it seems they are being misinformed also, and there is no number or email to be able to contact them directly.
The manner in which our order has been dealt with has been completely unacceptable and I can’t stress enough.. do not waste your time with DFS.”
“So i purchased a 2 x sofa from DFS and had it delivered today. Noticed that there where no cushions with the sofa. So i questioned this with customer services who told me that this is a common complaint because people think the cushions come with it and they are separate. The store has called me back and said they are an additional cost. I explained that i did not see any price tag in the store and it was not explained to me they would be an additional charge. Other parts where explained and but nothing about the cushion. I was told by the store that i should have asked the questioned the questions! Even after speaking to the Manager there is nothing they did to resolve this problem which i think is poor customer service when the sales person did not explain this to me at the time of purchase. I bought as i seen it and i seen no price tags at the time. Very poor customer relations from the store”
“Furniture received on time no problem, but found over 20 faults, complained in store twice ,third time ask for engineer to come he said the faults where just how leather is live with it, twisted stitching too tight only been sat on 4 months looks worse than my old leather sofas they were nearly 27 years old made in China but would have it back in a flash dfs such poor was going to say QUALITY BUT THERE IS NONE absolutely rubbish Please don't waste your money go somewhere else. DFS DONT DO IT.”
“I ordered a new bed from DFS on the 23 Dec. The delivery date I got told would be for tomorrow the 21st Jan with a time slot of between 9.15 am and 11.15 am. I thought I would treat myself as my bed is from the council in a furniture pack. So all day today I've been excited about it coming tomorrow. But at about 2 pm today I get a call from the delivery company saying that they had not received my bed so it would not be getting delivered tomorrow. Anyway I ring up DFS and the woman that answered was no help at all all she could say was " the delivery company will be in touch with you when they can deliver it." I said to her well surely you must have a rough idea when it will come would it be days weeks or what. Then all she could say was the delivery company will be in touch when they have it. I says to her your no help at all. I'm just pleased I haven't sent my old bed back to the council or I would be sleeping on the floor. The customer service is terrible”
“I ordered a sofa with DFS....all was going smoothly until I needed to e sign the financial agreement....Due to a fault at the DFS end,I wasn't able to sing....after umpteen e mails to them I was told that someone from their IT department would be in contact....I never heard from anyone...In the meantime I was receiving e mails telling me that unless I signed my e signature then my order would be cancelled!!!! That was all I was trying to do.....Every email I received from DFS was trying to pass the buck to another department of theirs.....I have never experienced such diabolical service from any company.....DO NOT BUT A SOFA FROM DFS I have now cancelled my "order"”
“We brought the oceana sofa and store foot stool, after 1 year the material had bobbled and looked like trash. Made a complaint and a guy came out to review and said we had no case but recommended we buy a debobbler. I asked him if he would buy the sofa and he said no as the material was substandered!!!!
Spent 2 grand on a piece of furniture that we now have to cover with throws as it looks so bad . absolutely disgusting customer service will never buy there again. Went to DFS as thought they were reputable but save your money and get one of the internet for a couple of hundred quid, we wish we did”
“It has been 11 months and 11 days since I placed our order M1ZWB1TGY but STILL no bed and sleeping on the floor nearly a year later. The original head board that has been clogging our bedroom which you couldn't be bothered to collect at my convenience for so long has pulled the new carpet away from the wall and we have lost all hope in ever getting our bed to sleep on. No one speaks to us and we have lost faith. DFS, do you think is is exceptable for us to be living like this? Do you think it is exceptable for a company to treat someone like this? Sad times. Please do us the courtesy and DON'T leave is your generic answer to this review. It is getting very annoying. Why is leaving zero stars not possible?”
“I would like to express my disappointment and frustration with DFS, at the fact that my young family and I have been left without a sofa over the festive period. This is an important time of year to spend with family and friends, and due to the incompetence of DFS and their delivery service, my family have had to reschedule plans for new years because we have been left without a sofa and nowhere to sit.
My new sofa which was ordered back at the end of October this year, was scheduled for delivery yesterday (29.12.22) and I was only informed on the 28.12.22 at 2pm, once my old sofa was collected that morning at 10.30am that I was not going to receive my new sofa as planned on 29.12.22 with no real explanation or a new delivery date. This is totally unacceptable.
After a phone call with Cheryl, from your customer service team, we were told that DFS was actually made aware that the supplier had a foam delivery delay before my new sofa was due to be delivered and before my old sofa was due to be collected. Why was I not made aware of this as a customer, before my old sofa was picked up?
On the 15/12/2022 I was sent an email with an update on my order that the sofa will be delivered to store on the 22/12/2022.
On the 22/12/2022, DFS called me to book in a time slot for my new sofa to be delivered and my old sofa to be collected.
I booked a collection date for clearabee for the 28/12/2022 and my delivery date with DFS for 29/12/2022.
Around 10:30 on the 28/12/2022 clearabee came and collected my old sofa.
Around 14:00 I recieved a phone call from DFS saying that my new sofa has not been delivered to the warehouse and therefore will not be delivered to me on the 29/12/2022 with no other planned delivery date
I understand that it was the week of christmas; however, there were 4 working days in that time of booking the time slots and the sofa to be delivered to be told that:
My new sofa had still not been delivered to the warehouse and therefore I should amend/cancel my clearabee colection of the old sofa.
DFS knew that there was an issue for the supplier for foam at the start of November and therefore I should've been made aware this on the 22/12/2022 when your customer service team rang me, just incase the new sofa could not be delivered.
This is a huge inconvenience for myself and my young family this time of the year in our first brand new home together, so much so we have had to reschedule our plans to host celebrations at ours this new years eve as there is nowhere to sit.
I am still yet to recieve my furniture after 10 days of agreed delivery date and I have only been contacted by DFS once on 03/01/2023 to tell me the furniture will be delivered to the warehouse on 04/01/2023. I rang to equire if my furniture has arrived to be told it will be the next day.”
“Ordered late October with delivery due end of November. I had family visiting and was counting on this being delivered as promised but had to sleep on the floor instead as the sofa arrived right before Christmas.
Wanted to cancel my order but conveniently for DFS finance contract has a 30 days change of mind period, so I was shamelessly told from the store sales person I can't cancel my order as it will impact my credit.
They are charging £99 for delivery, I was promised for it to be removed, nothing happened. They promised to push delivery earlier than intended, it actually arrived later than the last updated ETA. They kept updating the ETA on their system so every time I sent an email to enquire and they just based their replies on the new ETA. Salesperson cheekily added their care kit in the preorder agreement without me knowing right before I signed.
Me and my bright ideas supporting the local store.
Avoid - you'll get better treatment from the Swedes ;)”
“My sofa was supposed to deliver on 9th Nov they brought wrong sofa which we didnt accept, after that no communucation, i called customer service on dialy basis and only response was 'we will send your msg to store', then someone told me that your sofa has been located and delivery is booked again, on delivery date got msg that your sofa is still missing and we cannot say when will it be located. Moved house, so no sofa to sit, cannot invite anyone during holidays. All customer service say is we totally understand, what a load of rubbish !
If everyone is having this kind of service and DFS doesn't care, where can we complain?”
“After telling us a delivery slot we heard nothing. (They later told us the delivery text notification was sent in error). No sofa arrived. We chased for weeks and the delivery for was passed to two separate companies. No information. We were without furniture the whole time - and this is after telling dfs that we have a disabled child who cannot sit in the floor. Awful customer service. No information. I was shocked by how poorly we were treated. They genuinely didn’t care.”
“After complaining to DFS over a problem with my suite, a man came and said there was nothing wrong with it. After a bit altercation with the shop, another gentleman came today. Paul was his name, he was polite, respectful and saw the problem straight away. It was sorted out. Well done Paul a credit to your firm.”
“5 years protection plan is fake.Waste money definitely not recommend this company. People better find different insurance Very disappointed Fake insurance. never use again.Spring in sofa broken after 3 years and is not protected by insurance .Spring make hole on top also not protected JOKE”
“❌ Please DO NOT order from DFS!!! Save yourself the stress! ❌
We got rid of our old sofas the day before the new sofas were due to be delivered. Overall I have now taken 4 days off work for delivery slots (self-employed so not been earning) that have been booked in & promised over the phone. Only for each time to be a no show!! How can a sofa just not turn up? 4 times? With no explanation whatsoever just ‘I’m really sorry for your inconvenience’ or ‘we can’t get hold of the warehouse’. I have now lost 4 days pay at the worst possible time of year and am facing a Christmas with no where for my family to sit. Including my 96 year old disabled Grandfather who will now have to sit uncomfortably on a dining chair.
Really disheartened to see that I am just another dissatisfied customer in the same boat as others 😢 I have never experienced such bad service. What an absolute joke of a company!!
The two recliners cost over £4000 so to say it is unacceptable is a massive understatement. I also have a 9 week old baby girl that I cannot sit and relax with in my own home.
Overall the experience has caused me a great deal of stress, anger and inconvenience. Yes they are only sofas but for such a big company you would expect so much better.”
“Appalling customer service.
I ordered a sofa at the end of July and was promised that the sofa was going to be delivered to me in 9 weeks, but it kept getting delayed. I chased up DFS many times, but I kept receiving different information on dates. I asked for the order to be cancelled, but the store never bothered to contact me back.
I've sent numerous emails to DFS Longwell Green store and their staff, with no response. I was even promised a call back from the store manager, but I never received anything from him either.
No reassurance, no apology.
It wasn't until I logged a complaint against the store, as it was almost going to be sent to the head of customer service, that the store emailed me with a confirmation that the order has been cancelled and a very basic "sorry".
DO NOT BUY FROM THEM.”
“Ordered sofa ,2 chairs,2 footstools,new bedframe,mattress and ottoman storage.
I placed the order on the 30th of March 2022.
I live in France and on the paper it said approximately 14 weeks before delivery.
Mid July I received a phonecall from the transport company,they told me they had good news and bad news.
The sofa,chairs and footstool were ready for delivery,but the bed and ottoman storage weren’t ready and somehow they had lost the mattress somewhere.
But I was told they were dealing with it…
It is the 7th of December today, still no bedframe,ottoman storage or mattress.
When you call or email,you get the same spiel constantly,we are so sorry,we are right on top of it,we are dealing with it etc etc
I wish I had looked up reviews before buying of them.”
“Everything. Wrong part of settee delivered. Told it would be replaced if they took half of our settee away. Been told lies about where our furniture is. Told 6 weeks ago it was in a warehouse in England and would be delivered. England just a long way from Scotland. Spoken to various people in (customer service) and now told it arrived to a warehouse in Manchester on 22 November. Been promised call backs! Ha Ha
WOUD NEVER DEAL WITH THEM AGAIN Object to being fobbed off with lies”
