“Sofa arrived and we started having problems with the two seater settee, constantly clunking when using the recliner and moving around on it. Had 3 call outs to try and sort it, to be told it's how the settee was made. Spoke to a manager who talked at me and wouldn't listen to what I was saying. She was rude and her customer service was terrible! She asked if I had asked in store if they made a noise??? I wouldn't have bought it if the answer had been yes, but who asks if a sofa makes a noise. She said there is nothing we can do as the sofa isn't faulty. Would never buy from them again. Bought from DFS Clifton Moor York”
“My mum ordered a sofa and was told be here in 5 weeks sofa arrived 4 days later and didn’t fit in my mums living room delivery people took it back to the store in [ DUNDEE] manager called my mum and was cheeky and told her she has to pay £600 towards it the sofa wasn’t even out the packaging she never even handled it manager sed it was made for her what in 3 days? My mums not allowing me to go to the store to sort it out for her cuz she knows I’ll wring his neck!!! Managers name is Adam I think and it’s Dundee store.”
“The worst experience ever. Received the wrong colour sofa. Wrong size foot stool and damaged in 5 places. There were terrible in sorting my problem say I had to give £200 for the right order. So I just told them keep my deposit and take your sofa as I don’t want to deal with DFS ever again. There is more to my complaint but to long to write.”
“Powerpack was missing, the sofa was delivered 13/06/24, and we still haven't received it, was told it had been delivered Friday and would get it Saturday or Monday, to now be told it was posted out YESTERDAY instead!! My disabled husband cannot sit on it without that reclining, we waited over 3mth for it as it was so I'm fuming!! And those on the 'chat' are absolutely useless!! Will be going to citizens advice as its took its toll on myself and my husbands health, like I haven't got enough to do without chasing you lot up!!!”
“Awful company. They are just interested in your money. I ordered my sofas. First we had a delivery issue. Than they were delivered by cowboys who has no respect for your property. They put furniture together, it did not aligned. They said we'll get call and someone will come and sort it out for us. I received a call few days later and arranged for one of their engineers/technician to come and sort out/rearrange the sofas. I waited all day. No one turned up. Rearranged again and I requested for the morning due to an appointment but the person said no he'll come in the afternoon. I just gave up. #NohopeDFS”
“Not received my order yet placed on the 1st April but already had the delivery date moved backwards twice, no explanation. Now I’ve got to mess around with work so that I’m home for this proposed delivery date, which could still change”
“Can’t believe this we payed a fortune for a leather couch and chairs from DFS Oldham in less then 18 months the arms in the chairs and sofa are flat to the wood . We took out extended warranty that covers 5 years . So I phoned the get them to look at it. They said send photos in so I did . They said because it’s a fixed arm nothing can be done but they would send someone out to look at it, he came and said the shop said it was poorly maintained, I said look around the house does anything look poorly maintained, he said no it’s beautiful, so I said I don’t mind if you cut the back of the arm refill it and patch the hole it’s a recliner you wouldn’t see it . He said no they can get to it from underneath but it’s a long job , I said I don’t care how long it takes them ,your way or mine , but something needs to be done. So he left and said they will contact you within the next 48 hours . I will send in my report. So this man sends a report in saying bad maintenance 🤯🤯🤯🤯they said I should have plumped the arms up after someone had sat in it . (Are you real) I said I have another sofa in the other room 11years old I’ve never plumped those arms up but they are not flat like this one . They say it’s not a design fault it’s poor maintenance WTF . So people what’s my next move . It’s still within the 2 years shop warranty not yet into the insurance extended warranty .”
“On delivery one of the sofas had a big slit in the back of it & the footstool had a broken foot & broken zip with holes in the material of the base.We took delivery on 7th March & it’s now 7th June & we are still chasing them up weekly to be told they are still waiting for parts?”
“There was an argument in the romford store between customer and sales in front of customers in store..also products on sale were of poor quality..we left sharpish.”
“contacted the next day to resolve. We were not. Rang to query the following day. Told it was in hand & we'd be contacted shortly l, we were not. Rang again told contact would be within 72 hours. It wasn't. Rang again to escalate which simply involves the call centre messaging the department that has failed to contact us already. Utter clown show. Each time you phone a different excuse is provided as to why you've not been contacted. Six days since delivery still no further forward.”
“The delivery company for Northern Ireland phoned the day before the delivery date to confirm that the suite would be delivered to our new address. On the delivery day they said that they had to deliver to our old address as they had no record of the new address!!! Subsequently they could not deliver again until 27th June. This is despite the two addresses being only 3 miles apart. It appears you can’t phone directly to the delivery company and the dfs call centre is useless. I asked to cancel the order and they said I have to wait for a phone call from the Derry shop and I can’t phone them as I was not allowed a phone number for them. Both dfs and their delivery company are an absolute disgrace.”
“We have bought a sofa set, and we were very happy until we put the armchair by the wall. Armchair caused a huge damage on walls. I contacted company that this a structural fault, they sent an engineer and he just took pictures without even touching armchair. Obviously metals on top back of armchair inserted wrongly and seems very sharp even if covered by fabric. I tried to explain to customer service team but they went by their engineer's( I felt he was racist as well) comment. Now, I will report the company to ombudsmans. This us a total joke if you bumb into back of chair it can cut your body, it is like a blade and cuts your body, they think sticking out blades are normal and don't consider this structural fault and they refused to repair or exchange I because it's over 90 days period. Absolutely horrendous and disgusting they are blaming my very fragile walls that walls caused the damage to armchair, but if my walls caused damage why there are huge scars on my walls? they told me I shouldn't have leaned to the walls, I don't get it why I can't lean my sofa to walls? should I lean my sofa to bed to sky or what? Absolutely rubbish customer service, ready to blame customers, because I didn't report on time they are taking easy ways to avoid cost. I am very unhappy and will do my best to prove it's a structural mistake from day one. if my child bumb into armchair it will cut her body and they still think my walls crated blades from armchair? what kind of walls creates blades from an armchair? why this blades are not placed inner side, even if you put 10 layers of fabric, blades will cut them but they still want to blame customer for this mistake? is there any other way I can report this issue, if anyone knows please advise me so I can look for my rights and other naive people like me wouldn't suffer ?”
“DO NOT BUY FROM THIS COMPANY PAID IN FULL FOR A SOFA WAS TOLD IT WOULD TAKE 10--11 WEEKS. FIRST DELIVERY WAS BOOKED, AND I GOT RID OF MY OLS SOFA THE NEXT DAY I GOT AN EMAIL TELLING ME IT WAS CANCELLED, THE SECOND DELIVERY DATE I HAVE SAT IN ALL DAY NOT TURNED UP I AT TO CALL CUSTOMER SERVICE THE GUY SOUNDED LIKE HE WAS WORKING FROM HOME COULD HEAR CHILDREN AND A DOG BARKING, AND HE SOUNDED LIKE HE HAD HAD A FEW DRINKS, HE'S ATTITUDE WAS SO I CANNOT BE BOTHERED, NO COMMUNICATION FROM THE DELIVERY MEN I WOULD NOT GIVE 1 STAR IT'S ONLY THAT YOU HAVE TO PUT A STAR IN TO DO A REVIEW. DISCUSTED BY THIS COMPANY I AM 61 AND HAVE NOTHING TO SIT ON WANT A FULL REFUND. SO DON'T BUY FROM THEM GO SOME WHERE ELSE.”
“We ordered a sofa chair and footstool from DFS in February 2023 delivered and by June 2023 the settee collapsed? Rang dfs we will send out an engineer, who told us that we have to give him a chance to repair it ? Which he spent 3 hours at our house with a few off cuts of wood from the boot of his car, I reminded him that it was 3 months old. We are not happy with it costing us £2;635 not very well built. When stripped back there was 1 screw holding either side of the main cross member which you sit on, appalling workmanship. 3 so called experts later telling me there was nothing wrong we went thru the furniture ombudsman and they dismissed the case in favour of dfs without even looking at the problem. When I looked into the ombudsmen a bit deeper they have the same guy on both boards and it’s the furniture companies that pays there wages ? There customer support or relations is non exsistent. 😡🤬😡🤬”
“Delivery promised on 28th, then told it was a provisional date, failed to communicate it could not be delivered, then when chased, DFS blame the courier, the courier appear to show complete disrespect, manager of Hanley store, says they have no control over the delivery albeit, the sofa was purchased with 1 week express delivery, told by courier 10 days on they cannot give date, they don’t know when they will be in the area, when I said 1 wk, 1 month, 1 yr, nothing, until I mentioned going to the press having caused my mums stress 80 yrs old, no sofa as hers was collected for the promised delivery”
“Worse service ever, I suggest not to buy anything in this company, they delivery a broken sofa (I’m paying for something new) they didn’t want to change because it has a solution for them which I found that you paying for something 2nd hand and it would be cheaper. it’s already more than 7 months waiting for them to come and fix it and today it’s the time they telling me they do not work over the weekend and first time they didn’t show up second time they supposed to send a text message the day before which I didn’t get so I suppose they were not coming (all that in a weekend days) of course I’m not going to miss my job because they now don’t work weekends. This is so frustrating paying for a sofa which isn’t even new. And also they sale the cleaning of sofa insurance which is not a cleaning of the sofa (and the company they do the job told me they always sell to people like that and they tired to tell people that is not a cleaning service) this is too much. Please do not buy anything from this company otherwise they wouldn’t change or let you return the item.”
“DO NOT BUY FROM DFS.... seriously save the money. They will not get your order to you on time and they lie when they say they give you a delivery slot I have wasted numerous hours and days waiting for them to deliver my order - distribution centre was 30mins away but apparently it has been12 hours since the allocated delivery time, and still no sign of them. the only guarantee DFS will give is to take your money and waste your time and keep you waiting for as long as possible to get the delivery to you.”
