“The worst customer service you could possibly imagine !!!
My footstool got damaged during delivery so it had to be sent back. I was told someone from DFS would contact me within a week. After one week of waiting I decided to call them. I was told my footstool was being fixed and someone would call me as soon as it was done to arrange delivery. Another week passed and nothing. I called them several times over 2 weeks and every time I was getting a different response: "it has been fixed, waiting to be delivered", "it hasn't been fixed yet but it will be shortly since they have other more urgent jobs to do", "it is somewhere in the warehouse but we cannot locate it".
Please note that once I was on hold for 40 minutes and other time for 15 minutes. Both I had to disconnect as it was aggravating me even more.
When I finally got my item, it was still partly damaged! I sent it back and asked for someone who was in charge of this mess to call me back. They called me back but when I asked to talk to a manager I was told "it won't be possible". A few hours later I got another call saying that the broken part had been ordered and I would get my item by Friday. It was last week. I still haven't received it and again no one even bother to call me....
It's worth mentioning that I have a bad back. This is the reason I purchased this footstool as I was advised by my doctor to have my feet up when sitting on the sofa.
Appalling service DFS !!! Never again !!! Maybe you are the leading upholstery retailer in the UK, but you definitely have one of the worst customer service teams.”
“One star is probably too many
Nearly a month ago I had 2 leather settee recliners delivered, as soon as we went into the room our eyes started to stream and our lips started tingling then feeling like they were burning, I immediately emailed customer er services who told me the local branch would contact me straight away and someone would come out to look at the problem.
No contact was made even after more emails and phone calls, I eventually went into the local store where I was told it was to do with ‘ the packaging’, total rubbish as I know from previous experience that this odour emanates from the foam upholstery, the manager said he had seen this once before and they had taken the suite away to ‘ air out’ which o agreed they would do and he said we they would loan us furniture until the suite was ready to comeback.
I then heard nothing from them, further calls and emails to customer services ensued and eventually a date was set, I had a call from the driver who was en route to me, I as,Ed if he had loan furniture and he said he had no know.edge of any being needed, I phoned the shop manger who said he didn’t have any suitable replacements at that time, I was going away the next day and had a row with the manager on the phone, I admittedly ended the call in frustration. I returned from holiday last night, I have burning lips and streaming eyes again but thank god DFS are supposedly taking the suite away today and providing loan furniture.
I have asked persistently for the chemical data sheet from DFS and they have totally ignored my request, I really need to know what it is we have been exposed to.
The strange thing is that customer service operatives have been really good on the phone but after that nothing seems to happen.
I owned a ventilation company so I know all about ventilating the room when there is an odour like this but it makes no difference.
We have decided to give it a month for them to air out the suite, if it doesn’t work, we shall as, for our money back.”
“Shocking just shocking! Ordered a sofa that unfortunately didn’t fit first time or the second time so after the second time we where told they would remake the sofa into 3 peace’s so it would fit... 3 weeks later after not hearing anything we rang to see what was going on, they told us our sofa was in a warehouse and nothing has been done about making it smaller. Now they are saying it will cost an extra £90 to remake the sofa! They have also left our living room door off the hinges and spilt coffee all up the living room wall!! So after all the trouble we still do not have a sofa just a doorless livingroom, a coffee stain on the wall and an extra £90 to pay!! Shocking DFS!!”
“We bought our sofa just before Christmas 2019 and it was slightly ripped when we received it we got told they would order a new piece of leather to fix it and it would take 12 weeks for a piece of leather to come. It came and we was told they ordered the wrong side we have to now wait a further 12 weeks to get it fixed so we are still waiting. Would most definitely not buy a sofa again from dfs have not even been offered anything off the price of our sofa and if we could have we would have returned it. Not a very happy customer.”
“I love my Sofa and armchair they are so comfortable. They delivery was within the time and the men were really good. They placed it exactly were I wanted it and took all the packing away. So happy thank you.”
“Dfs customer service are awful to deal with, the store managers are even worse i had to ring up so many times as they couldnt be bothered to ring when they said they would, i then get lied to by them. I ordered the owen range and i would NOT recommend them to anyone. So poorly made, quailty is rubbish and so uncomfortable. The only person who was really nice was the man (chris) who came out to try fix the problem.”
“I chose a sofa 2 weeks ago. I had track my order and I must say, delivery was earlier than expected and I've high praise for the delivery guys. Thank you everyone for a Grt service”
“Had a problem with one of my chairs when a scuff mark appeared but wasnt sure how as it had happened? I completed the forms as had taken out the insurance but stated that I thought it might be a fault on the leather. My claim was almost immediately rejected. I did email DFS but they have not even had the courtesy to reply so I would recommend that you do not bother paying for any insurance as it is a complete waste of time as they are not interested in any type of customer service at all.”
“My sales advisor was Donald. Amazing guy who really cares about making his customers happy, took us around every sofa and give the pros and Any cons we may have. Price list, and delivery were full explained. Because of the great service we bought the sofa that day and could not be happier!! Will be going back for sure!”
“Don't be fooled by the sales pitch. You will spend a lot of money on the sofa for it not to be delivered when expected and for it to be delivered when they fancy, not in a time slot you have been told you can make!”
“very good customer service from the delivery men who was very professional and friendly. Experts at sorting the sofa out too. There names was Ant and James. Top service.”
“If you want to shop in DFS be very careful, I bought a sofa set and terribly regret it now. I made several complaints but they don't seem to care. They think saying sorry will resolve the issue but that's not always the case. The sofa is not up to its standards. Please please think before buying and before they put you in the trap where you will struggle and get no help.”
“Very Very poor quality. The suits they have on display in the stores are far better quality than the ones they deliver.
I purchased the supreme leather suit costing over 4.5k, the only thing supreme about it is in the name. The 3 seater power recliner is a 2 seater with a 3rd seat bolted on the side, they don't fit together properly, the gap is so big where it joins together that i can fit my arm between them(i'm sure this is unsafe for small children) i called out the DFS service manager and he made a few adjustments and dressed the cushions which didn't really do much as the gap is in the frame. I told him i was still unhappy with it and he just said " well this is how all sofas are made now and the gap is within DFS tolerances".
Purchased the easiglides for the suit costing £75, these are just stuck on the feet with double side tape and have started to come off already.
Oh and the chemical smell of it is horrendous, i've had to have open all my windows and doors now for over a week and the smell is only just starting to dissipate.
This is the 4th suit i've had in just over 20 years and this being the 3rd suit purchased from DFS, the first 2 suits where superbly built and oozed quality.”
“We have purchased 3 suites from dfs over the last few years...the latest problem is the padding roughing up under covers on electric recliner...and mechanism wearing through material. ..the 2 year cover is rubbish...shouldn't expect to keep replacing furniture due bad suites....other problems with last suites force replacement too....they are not cheap suites either....all I was told was....do you want the nAmerican of an upholsterer....no....I just want a suit that lasts...we have no children. ..just my husband and myself. ...so it does not get miss treated....”
“Paul from DFS Nottingham went the extra mile and personally delivered our new chair and footstool in the evening. Fantastic customer service - thank you DFS and thank you very much Paul.”
“I have had 2 sofas from DFS for many years and I was happy with them, so when I wanted to replace one of the sofas for 2 leather wing chairs I bought again from DFS, together with a leather care kit. I was told I would get a £200 discount as I had spent over £3k, but they took the full payment. I have been waiting for the refund for 6 weeks. I have rung them 4 times to chase it. They gave me a delivery slot of 7.47 - 10.47 but they didn't arrive until past 2pm! They didn't have the care kit on the van, and I am still waiting for that. The chairs are lighter than the swatch, but they say it is within tolerance so I can't change them. Will never buy from them again.”
“My first sofa was from DFS and I had it ten years with no problems at all, it was a fabric sofa. This time I went for two leather two seater sofas. They arrived when specified (seems I am lucky there) however, the delivery men scratched my wooden floor! The sofas were also, rocking (they are recliners). One of them also came forward as one got out of the seat...very dangerous! I immediately contacted DFS and a few days later two service engineers arrived to inspect the sofas...they wanted to fix my sofas by propping the sofas up and stablising them with cardboard, I refused this option - they also scratched my wooden floor...at the other end of the sitting room! I then wrote to the CEO of DFS (Tim Stacey) as apparently his priority is customer satisfaction!
Within a few days the manager of the Enfield store in London, called me and arragned to come and inspect my sofas. (I had purchased them at Tottenham Court Road, London). Gerry agreed the sofas were 'not fit for purpose' - which under the sales of goods and services act - items purchased 'must be fit for purpose and last a reasonable amount of time'. It was agreed that DFS would pay to have my floor restored by a French Polisher, and the sofas would be re-ordered.
My new sofas arrived in March. Alas, these were in worse condition than the two they replaced. One was now sturdy but the other one rocking. Both sofa frames are out of alignment - with the back of the arms protruding past back of the frames by at least an inch. The leathe is crumpled with indents and markings and there are gaps up to 2.-3 inches wide between the seats on both sofas! The delivery guys informed their manager and after a few days I was contacted by a manager from Enfield who came to inspect my sofas again. He agreed, there was too many things wrong with the sofa to fix. He said he would be in touch in a few days! A few days later I was told the Upholster Manager of the SE of England would visit me to inspect the sofa. The other day this manager arrives, and declares there is nothing to fix - that after a few months/years of using the sofas the gaps would close! That all these sofas will always be out of alignment. Furthermore, what I was told at point of sale; that these lovely FALCON leather sofas were made of Italian Leather, the kind that does not make you sweat in summer or feel cold in winter - was lies! As they are made in China....when I was disgruntled by this, he said, and I quote, "So what, what is the difference between and Italian cow and a Chinese cow?" Moreover, he told me that everyone except him is a liar and that customers should be told at point of sale that these sofas are made in China and that they will arrive to your home in a state of dispreair! His words, not mine!
Flabberghasted, when he left I called the manager at the Enfield store because I felt like I could never get the lovely FALCON sofa I had dreamt about for two years, as perfectly advertised in their stores and online....I had no choice but to reject the sofas. Which by law I had a right to do. They will collect my sofa next week...which by the way, they just throw away rejected sofas...and will leave me, a disabled woman sofaless! I wrote to the CEO again, but the man who apparently takes customer so seriously, apparently doesn't give a hoot!
I don't suggest anyone buy a leather sofa made in China...from DFS.
I am looking for a place that is honest and that really cares about their custmoers....I suggest you do too.”
