“Ordered our sofas 25 July, promised by the salesman 12-13 weeks but could be sooner.
13 weeks passed 24 October, the tracker has been useless, each time we have contacted customer service a new excuse has been made, from lack of foam (after we had been assured it was on the boat) to "not being able to dock".
Delivery was promised for Friday 20 November, I booked a day off on annual leave, today I received a call to tell me the delivery had been "rescheduled" to the 25th.
We have no faith they will arrive at that point and no faith in DFS at all,the empty promises from the salesman, the unprofessional attitude of customer service.
To rub salt into the wound we received an email from Harry Unis, head of customer service, saying that lockdown would not affect the estimated delivery time, our delivery was already overdue.
I would never recommend this shambles of a company when the head of 'customer service' spouts inane drivel.
Absolutely terrible, shame I can't give zero stars.”
“Purchased a recliner sofa paid in cash very poor quality disappointed in the lack of customer aftercare no interested in trying to resolve the issues I have trying to obtain a refund my daughter and I have had bad experience with this company”
“My snuggled chair arrived with what looks like a cut mark to me, service manager visited today to inform me that it’s not a cut mark at all but part of the pattern of the leather. After disagreeing with him I was told that’s my opinion and that my opinion was wrong.”
“Email saying my delivery would not be affected by the lockdown. Now being told delivery will not be until beginning of December. I ordered 5th September.
Usual claptrap about lockdown and not being able to get materials. Don't sell if you cannot deliver the goods on time.”
“We had a two two seater settees and a chair recliner very disappointed with them had a service manager out twice telling us the is nothing wrong with the two seater settee only had them 4weeks was told someone would give us a ring not hear from them pay about 1800 pounds for them”
“Very bad customer service still awaiting soafa issue to be resolved from nearly a week ago no one gets back to me or my husband so proberly be taking this matter further to trading standards”
“Worst service you could ever ever ask for. They will lie to your face and justify how they can take all your money and then not deliver until 3 months late...... not 3 months from order but 3 months late...... that is unacceptable when I paid in full
AVOID AVOID AVOID”
“AVOID AVOID AVOID
That's the only advise I can give after having the service manager on visit right now. I am shocked of the lousy service, even after explaining that my daughter fell of the because of too light structure but he wasn't able to see the faults. That's simply miserable.
The prices touch the sky but the quality is as bad as it could be. I am sure you will be able to find a much better quality sofas for same price.
This was at my first and last purchase with DFS”
“Everything went wrong. Damaged sofa on delivery. Sub standard materials and workmanship. Three engineers unable to fix simple broken leg problem. Sofa rejected. No offer of any compensation even though this left our family furniture less got months. Do not use DFS unless you want to waste money and get nothing but really, really bad service.”
“I bought 2 new sofas in July 2018. They looked great. To be clear about the usage, I am a 13 stone man in my 50s that lives on his own. I have a very laid back teenage son with me 2 nights a week and friends round once a week on average. The sofas have a very easy life. However within a year they were knackered with huge dips in certain places and friends would comment about disappearing into the holes. To sit in certain places requires a cushion under one side of your body. DFS idea of customer service was to send someone round with foam and stuff some more under the seat. Predictably this wonder fix lasted about a month before compressing and they then offered to send a man with more foam. Covid lockdown meant he couldn't come. By the time that was over the warranty was nearly up. I reopened correspondence and requested a better solution than another restuffing that would last another month at best. No better solution was offered and as soon as the warranty period was up they stopped replying. Now I have to stuff the sofas with old clothes and duvets to get anything like a comfortable platform and place cushions in dips. Sofas look great but very uncomfortable. The design and quality are clearly appalling and customer service on a par with a very dodgy car salesman. Cowboys. I will never ever purchase from DFS again.”
“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!!!”
