“These people just don't care once they have your money and I have serious doubts about their legality. Why is their published customer care email address non existent? Payed for an arm chair on the clear understanding it would be available the following day ...then nothing! no chair, no explanation, useless callback, phone call after 30 minute wait just cut off. Only recourse seems to be reclaiming my money in the small claims court...what a hassle! Don't use these people!”
“Drought two seater sofa and chair from them they were nice and quick take the money we paid for them but when you have a problem they are rubbish customer service you take a long time to get some one to sort it out it is like they just don’t care as I got told I was not the first and would be the last and that was by the manager !”
“Sofa delivered was damaged.Been waiting over 3 months for it to be recovered.Took a day off work to wait in for them to come and recover the whole sofa only to be told when they arrived that they didn’t have time to do it!Disgusting customer service and also had to pay £80 delivery for a sofa we could have picked up ourselves!Even now having trouble getting a refund!Do not use DFS they are a rip off and the quality is disgusting!Issue still not resolved!”
“Awful Service. I have been waiting for a USB socket change on my Sofa from DFS since November 2020. Since this date I have spent a huge amount of time with their customer service team who have advised me there notes on my account are illegible! They are never able to escalate, you can’t speak to a manager, and all they seem to be able to do is get a call back in place……
What exactly is the point of a customer service team that can’t provide customer service??
After losing several holiday days from work and the engineers turning up with wrong or more recently on the 23rd September 2021 no part! That’s right we booked a day off work again to meet an engineer with no part! I complained again to the customer service team who advised the manager from the Measham store would be in touch as this is a service issue they can do nothing. I received no call back and subsequently called them again the next day on the Friday (24th) which again lead to know call back (even though on both occasions I was told it would be same day).
I have even emailed the store directly with the issues advising if a part that is easily fixable cannot be completed I would have to take things further starting with negative reviews. Unfortunately I have received no reply.
We love our sofa, however DFS back end processes and customer service skills is the WORST I have ever experienced and something I would not expect from such a flag ship name. For this reason I will never recommend DFS to family or friends.
Don’t take this risk with these jokers.”
“I ordered an armchair which was delivered with a defect. Apparently, it was only noticeable while assembling.
I asked the guys to take it back but they advised me to keep it and someone would contact me further.
No one called me so far to check on the delivery or to fix / replace the armchair. I have been calling DFS since and multiple times. It's quite a busy line but when I finally got through, they told me a manager would call me back. Still waiting for that call. I have paid for the item in full and prior to delivery and now all I have is a faulty item delivered to my living room.
I'm not impressed with DSF, not a very happy costumer.”
“STAY AWAY from DFS! Damaged product, rude customer service. Completely unprofessional!
They delivered a damaged sofa in July without a care kit. On top of that the sofa came 23cm (half a seat) smaller than expected. Believe it or not but this is a CUSTOM MADE leather product. I reported all this straight at the day of delivery. However, I am chasing since July 21 DFS to re-order a new sofa without any damages and the correct measurements. Initially they were neglecting my emails, it took over a month for them to send an engineer to double check the measurements. The engineer confirmed that the sofa is 23cm smaller and stated that this is far away from any tolerance limits. After waiting for weeks, DFS reported back that this is within tolerance limit of the company.. the sofa is made from real leather and apparently the company tries to make some benefit by releasing smaller sofa. No one informed me during the purchase that the sofa has a tolerance limit over half a seat - if I knew obviously I would have opt out!
To sum up, they are delivering a damage sofa half a seat smaller than expected and then tell me that they will MAYBE offer a "gesture"?!
Absolutely ridiculous!! And all this is happening although I purchased an insurance for the sofa in DFS!!
Stay away from DFS!! I have ordered a custom made dining table from Fishpools and it came at exact measure to the mm! Fishpools is definitely a better choice!!”
“Do not buy from DFS. Wrong colour and rubbish customer service
I regret buying our sofa fro DFS. Be careful as once they have your money they do not care. We brought a sofa, firstly told the the wrong delivery day and sat from 6am -1 in an empty new build. Then it arrived and the pouffe was a DIFFERENT COLOUR to the sofa. Delivery guys said someone will be in touch and it’s been about 2 months now of me calling, emailing and no one has called. I’m disgusted. Wish I read the reviews before. Been told 7 times a manager is going to call. Nothing”
“C**p is the only word for this company, customer service. They are very nice when you buy but after they could not care less. Stay well away from this company go to a local store they may be better. Communicated by live chat email and phone all pointless.
no comeback at all from DFS. If I could I would give NO stars”
“5 times now the due date into the distribution centre ready for delivery has changed, on the same day as the due date. So less than 1 day’s notice each time. 12 weeks delivery was quoted but max 14 weeks. Now 21 weeks. Also lies told by DFS, No 1 was its a shipping container at the docks (made in UK?) 50 years same British Suppliers they say, even on the hold button, when you queue up it tells you how proud they are of being fully British Made. Next it was sat in Doncaster, but on next call they tell us no thats wrong its in Heywood. We offered to collect but guess what that is not possible. Still waiting for the 6th new delivery date. Calling Citizens advice this week to check our right to cancel, which as we can all see on the internet usually ends up in financial threats from DFS to make people pay delivered or not.”
“All they are interested in is getting a sale. I asked if I could change my order - meaning an extra £1K to DFS. This is when I was told no as the order goes straight to China - "this was explained at the point of ordering". At no point when I ordered did he mention China. Total liar. I would NEVER go back to DFS. I shudder to think how long it will take for a sofa I no longer want to be delivered after reading other reviews on this platform.”
“We ordered a sofe and high back chair on 15th May 21. 4 seater delivered on September and still waiting for high back chair. No fire labels. After asking they sent someone in just to stick one on. This should been done in the factory which makes me wonder is it really meeting the requirements of the legislation!!!”
“Ordered 2 sofa sets one for living room one for conservatory oh how I wished I had read reviews before placing order I ordered them on 25th May on the 28th August I was rang by a girl Louise who told be suits where in and would both be delivered on 4th sep only to be rang again on 2nd Sept to be told sorry one of your suits has not arrived I asked could I attend have the other oner as had nothing to sit on was told no as I ordered them together had to be delivered together asked to speak to a manager and was buttoned I repeated this request 4 times each time buttoned when asked to speak yo manager eventually was promised furniture would be in warehouse tues 7th sep and delivered 9th phoned today to be told that won't be happening as it is still being made come on stop lying to people have some respect and tell the truth you are quick enough taking the money never ever again”
“Ordered on 14th May with up to 14 weeks for delivery.Tracked order said 24th August,then 22nd of Sept,now 30th before it comes in only estimated.
Was told in container on way from China.
Never told this when placed order,keep messaging but just get fobbed off by them.
Had we been told where it was made,would never have placed order.
Will be 20 weeks from initial date of order at earliest.”
“I thought DFS would be a reliable company to puchase my £4500 (delivery in 14 weeks) sofa on 10/05/2021 but the delivery date keeps being pushed back - now expected on 30/09/2021. Contacted online customer service who can't guarantee if it will be delayed further. Really disappointed.”
“HI went in to buy sofa chair an footstool today, Paul the Advisor was very helpful, approachable and covered everything. So will give him 10 out of 10. M”
“Absolutely disgusting. I was ‘promised’ a maximum of 10 weeks lead time from my order in early June 21 with a delivery in mid August. Sofa was paid for in full where the online system stated that it would now be delivered in October. After waiting 45 minutes to speak to someone, they advised that the order had not been placed until August, despite me paying over a third prior to then.
I then went into store and was promised that this was an error and that there’s a 2 week delay. It’s been 2 weeks and I have gone into store again where Im told it will he October buy an assist who shrugged his shoulders and said ‘this is happening to everybody’ without a shred of empathy for me having nothing to sit on as this is my first sofa.
The customer care is disgraceful, there is no communication and the only thing that works is the online payment system. I have been promised a call for a temporary sofa however I am currently on day 2/3 waiting for this call and have no expectations of receiving it.
Whilst the sofa’s are nice, along with the charismatic salesman, selling unnecessary items, the customer care after you’ve paid is awful. Following 7 phone calls to the customer help line, I have spent over 3 hours waiting in line, probably to speak to the only customer care member they have.
My advice would be to stay away and shop elsewhere as the false promises becoming draining”
“Customer service is shocking. Delivered with missing items and after fourteen phone calls to resolve had to cancelled order. No one ever rang back or chased up my problems, awful service. Average waiting time on phone was 40 minutes and fogged off every time, will never shop here again.”
“Seating on Sofa seemed to be lopsided. Ok had it for nearly 5 years but should not happen after such a short period of time.
Phoned DFS in June and a Service Manager came on 26th June.
on 22nd July another Service Manager came and replaced foam (which made it a little better) as a gesture of goodwill, but still lopsided. Phoned and explained that I was not happy and think it would need new spring interior which I am happy to pay for.
Received SMS saying they had tried to get in contact with me (which amazingly) I had no missed call . That was 6th August. I returned the call to them and was informed of the cost and said I was happy to proceed. Told I would get a call from repairs to take payment. Great.
Not so great. Still waiting
Have phoned nearly everyday since then to be told "sent e mail to repairs" "somebody will phone today" " Somebody will phone Saturday between the hours of 11.30-12.30" " somebody tried to phone but got no answer????" " have copied Manager on e mail to repairs" the best one yet is they have the wrong mobile number???. Funny they can send SMS to say they have tried to get in contact. Its the same number ???? How much longer will I have to wait to get this resolved???”
“never recived are order they took old order back on the friday was told are new one would be here on the saturday never came rang 12 times over 3 days to be told every time a manager would ring me back day 4 still no phone call nothing to sit on as they took old order back am disabiled and having to sit in my wheelcahair or bed NEVER ORDER FROM THEM AGAIN no respect for customers lies after lie and dont want to no after they have your money 2200.00 they have of mine”
“waiting now for 4 months then given a delivery date then they cancelled it then a delivery agreed for 3 days later for a morning slot then told by delivery driver it would be in afternoon the half an hour later phoned me saying bad news they cant find my sofa at the warrington warehouse so i am left in limbo as to where it is, i will be seeking a total refund and go elsewhere as i will never use dfs again as dfs must stand for daft fecking sofas.”
