“I want to complain to the employees of the DFS store in Romford! We applied for a sofa with a deposit of £ 300, the employee assured us that the deposit will be returned immediately upon refusal! we agreed! after we were denied funding we asked for the deposit to be returned to us, but the company told us that we had to wait 3 weeks! that was our last money! today we went to the store on the spot, but the employee would not explain to us why she let us down and instead her colleague was extremely rude and told us that this is the situation! when I asked him my daughter and we where to sleep, he answered he does not know me and regrets! now my daughter is 2 years old and we literally have to sleep on the floor for 3 weeks because they didn't do their job! if they had explained to us that we would wait 3 weeks for our last money, we would have applied for funding without a deposit! extremely unprofessional and arrogant attitude!”
“DFS tried to deliver damaged furniture to our home so all items were rejected before they came off the delivery truck.
When the store was contacted the manager stated consumer protection legislation is overridden by their own policies. The staff I spoke to were rude uncooperative and clearly ill informed. Despite telling them six or seven times I wanted the order cancelled I was told I can’t do that. They intended to clean, repair and dry out the damage to the furniture, that I hadn’t even taken possession of and return it to me.
Despite not wanting furniture that I would now class as seconds there was no room for compromise from them. In my experience of DFS some of their staff are blatant liars. Dfs please feel free to contact me for further detailed information and evidence.
Please avoid this company and spend your hard earned salary somewhere else.”
“Please avoid avoid avoid ,They send ex display used sofa instead of new one and the manager Phil in Llandudno he is big liar ,he doesn’t deliver his promise and the head ever worse ,they say follow them policy,please be very careful if you decide to buy from them check all your items when it’s delivered, make sure they are right otherwise you enter endless circle of lies”
“Settee to big to go through standard door frame, they forced one half in damaging door frames and ripping lining underneath. Left other half outside over night, lucky it didn’t rain , at to pay window fitter to take window FRAME out , then reinstall at our experience . Should have been told not all will fit through standard doors. DFS don’t want to know. Wouldn’t order with them again.”
“£4,500 worth of sofas delivered three weeks ago, the delivery men damaged our new oak flooring in several places whilst putting the furniture together.
At first they denied it, then they told us they would report it and get a call from the manager at Ashford, no call, no apologies, so we had to call them.
Was told no damage was reported but they would sent someone round to have a look in a weeks time.
Came round to look and also sort out a crease in the leather headrest.
We were then called in and to our horror, found he had coloured the dents and scratches in with a black pen and wiped a bit of lacquer over it.
The floor cost £1000 & had just been laid, so why did he attempt a repair without asking us? Why would we accept that he tried to make the damage look like wood knots?
I told him this was not good enough, so he said he would get someone to call regarding compensation.
Was then told no manager available for almost a week.
Had a missed call a week later, to be told to call back, called back and told the manager was off for another week, no other staff qualified to deal with our complaint.
Was told we would be called first thing today as a priority... almost midday and no call... phoned four times to be cut off at 5 mins, 22 mins, 8 mins and 25 mins.
We hate leaving bad reviews, but this is not acceptable.
We just want our floor put back to how it was before DFS entered our home, nothing more, nothing less.”
“This company is ridiculously bad. The number of issues I had ordering it in the first place and communicating with them while waiting for the sofa to be delivered should have been a warning sign.
When it did arrive it collapsed within two days and I spent weeks trying to report and resolve with no result. Finally I asked them to take it away and refund me. They collected it but I still haven't had my refund. Wish I had gone elsewhere in the first place.”
“Had nothing but problems for the last 18 months from new and numerous repairs, which haven't worked. Finally came to a verbal agreement with store manager then for him to withdrawn. Now only option is to issue court proceedings. Will never use DFS again or recommend.”
“Customer service is awful. Tracked my sofa it states its been delivered when it hasn't, Customer service are absolutely no help at all. Same generic response from advisers. Its has gone past the time slot that i was given, and still nobody has called or contacted me. Absolutely rubbish!!!”
“Honestly don’t bother! Once your items are delivered no one cares if they are broken and every time you phone you wait for at least half an hour only to be promised a call back that never happens! If you order anything other than sofas, this is outsourced to another supplier that doesn’t even answer the phone to customers or DFS. The products are poorly made and not worth the money!”
“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.”
“Expensive flat packs from DFS. I have a king size bed and 4 bed side tables to put together. The installation and removal of packaging was not offered. See the photo of my £199 bed side table. I have 13 pieces of nuts and bolts and 13 pieces of wood. Be aware that your furniture will arrive as a flat pack and they do not take returns as items are manufactured especially for you!!”
“Went 3 times to DFS to buy a sofa. Second time we have been told that we couldn't order the sofa we chosen because codes weren't on the system. According with the vendor it was a new item therefore it takes longer to sort out. We gave our number to be contacted once the issue would be resolved. Been contacted to go there Friday to order it since it was now on the system. Left Southampton after work(4:30pm), took us 45 minutes to arrive due to horrific traffic and only at point of ordering we have been told that the delivery wait would be 20weeks (January) since it was out of stock. Question: why have we been even asked to go there?
After this we have been asked if there was any other that we liked in the shop since others may not have such a delay in delivery. Really!!! Why have we been asked to go there in the first instance if the product was not available and why couldn't we order it online?! It sounds more that they did on purpose so we would by something else. Disgusting and disrespectful!”
“Ordered many items from DFS on the 6th of July. NONE of the items have arrived yet. The clearance sofa and 2 chairs was meant to arrive within 2 - 4 weeks, it is 6 weeks tomorrow and I still have no idea WHEN the clearance items due within 2 - 4 weeks and ordered on the 6th of July will arrive. This is shocking considering the total value of the order was nearly £3000!!”
“This is with regards my order 3636L2938.
I have placed the order 3 months earlier and till now i haven’t received any conformation for my order. I am calling your customer service and this is worst customer service I have ever faced in my life.
I want you to update me regarding my order or refund the amount. Take it seriously Don’t play with your customers.
Kind Regards,
Athar Iqbal”
“I got my fabric sofa delivered at the end of November 2019 and within 3 moths it was covered in "bobble", the kind you get when clothes are worn, I finally got someone out to look at it several weeks ago an was told it was "pilling" and to google the meaning of it and that the "pilling" was caused by sitting on the sofa and that there was no manufacturing fault??? Sorry I thought you were meant to sit on a sofa! It is only myself and my husband who are in the house and therefore there isn't a lot of traffic on it. DFS aren't interested in the least and just fobbed my off. I have now contacted the furniture ombudsman regarding this as I think it's a disgrace to be sold a sofa and not be told that the material does this, funnily enough the sofa in the shop was made of leather and not material as they would have been frightened to let anyone sit on it. Do not buy anything from this shop.”
“Sofa delivered damaged... great start. Repaired by technician... broke same day... new recliner handle ordered.... 3 months later fitted... yep! Broke same day. £2000 for a sofa that was delivered not fit for purpose. Shocking and totally disappointed.”
“We originally ordered on the 15 of March. Because of covid waited until 26th of June for delivery. Holes for legs drilled in wrong place. Second delivery waited in all day Tuesday 21st of july slot between 1 and 4 didnt arrive no phone call. Message to track order changed at 4 to sorry your delivery is not going ahead. Chased waited 1 hour 15 minutes for answer of phone. The person could not contact dispatch closed at 5 o'clock. Called next day as no one still had not called to apologise or inform us what had happened. Waited 1 hour 30 minutes for phone to answer.Told nothing on system would need to chase would call back. Called another number after a while waited another hour and some to be given a head office number. Called head office again to be told would get back to me. Still no one called back. Husband chased and Lee store manager from Northampton called back and said they have gone missing and that it would be reported that they had spoken. Still nothing the next day so Husband chased today 23rd of July and Emma from Sheffield store said it was on the system and that has a priority action call to be made from the manager of wycombe store. Guess what no phone call. My husband went into the store but the manager had just left. WTF. What kind of company has DFS become. Gone back to the good old days. Let's see if the manager calls tomorrow. I'm looking forward to hearing the excuses.”
“The customer service of DFS is extremely bad.
Placed an order for sofas on 29.02.2020 at Romford showroom and beginning of a journey of bad experience. At the time of placing the order I have informed that the entrance of the house is narrow. But the sales person Mohammad confirmed to process the order.
As we were little worried we had to visit the showroom again to be reconfirmed that the delivery will not be an issue. The store Manager advised there will be no issue with delivery and explained that the sofas can be can be takes as pieces and be fitted inside the house.
We can understand the production and delivery was hampered by Covid-19 situation. During this time no phone was answered to give us an expected delivery time. Had to email couple of times, no one bothers to response, though automated email suggested response time within 48 working hours.
On 15.07.2020 DFS made an attempt to deliver the materials but failed, the furniture can not be taken through main entrance or through neighbor's side entrance. I had to visit the store as no phone call was transferred to Romford showroom; we were assured that the furniture will certainly be delivered within a few days. Furniture will be dismantlement at depot and then a fitter will fit them at home.
Another failed attempt today. The delivery man told the entrance is not wide enough to deliver the materials. Was requesting him to use side entrance of our neighbor, but he denied to do so. In addition to that he has advised us to collect a written confirmation from the neighbor that they are allowing us to do so and then send to him, though no contact details was given.
I have tried a number of times, but no call was respondent.
Could anyone suggest what to do?”
“Great styles online, but I couldn't find any to view before I ordered. I was persistent with enquiries, and then got a call from Sales Central, with a guy essentially saying I must be mad to want to view particular styles: 'We've got loads of sofas in stores ...' or I could order my style choice sight-unseen! Sorry. -- Not the way I spend my money OR take chances on what I live with.”
