“The worst service we've ever experienced!
They couldn't get it any more wrong, from start to finish!
When we initially placed our order we selected electronic paperwork, so they sent us our paperwork in the post.
The paperwork they sent us was completely wrong and had to be re-sent another 4 times!!
Not only was it wrong, we paid half the amount upfront which they deposited back to us because they thought we had done it wrong!!
Their website says "track order" which is absolutely pointless with very basic information! Not useful for tracking your order.
They send you text messages saying they've tried calling but no phone call, so it's down to us to call them.
We book a date to have our delivery, we're told to expect a phone call the day before for a more accurate time slot. No phone call and no delivery on the day. We call them to find out where it was noand was informed it's been delayed and will be delivered on a day we're both at work. Where was our phone call to let us know???!!!
Absolute joke!! If we hadn't given away half our old sofa to someone else. I would have cancelled this order and went else where!!
Never again DFS, YOU ARE RUBBISH!!!!!! And I will telling everyone else I know not to bother ordering from you!!!”
“No interest in serving us. 2 groups of customers in the store for 10 mins and 2 members of staff in the locked glass office who remained there for the duration. No meet and greet, and no one to offer help or to answer questions in the Tunbridge Wells store
Cannot understand how bad sales reviews have been listed as we couldn't even make a purchase in the first place!!!
Walked out and went elsewhere locally where we were welcomed and had our questions answered. Happy to make a purchase elsewhere where we were wanted and welcomed.”
“What a scam !
Went in 3 weeks ago to buy 2 sofas. A Lockton at £679 and a Vinson at £1479. Asked for discount but refused and told to come back in 3 weeks when sale on. So back in there today.
Lockton has doubled in price to £1400.
The Vinson has £120 off.
So now 2 sofas will now actually cost £600 more than if I had purchased 3 weeks ago ! Good sale that is.....NOT.
DFS are basically crooks (in my humble opinion) if they think that is good sale ethics by doubling the price of a sofa that 3 weeks earlier WAS NOT IN A SALE, BUT NOW IS. Crazy”
“Would rate minus if I could
Purchased a leather sofa online during Covid lockdown had leather sofa's for years no problems and nothing on item/product description suggested I would have to raise any concerns
Day or two after delivery noted what looked like a graze mark on the seat of sofa but also looked like an attempted repair. Contacted CS guy came out to tell me nothing wrong with it its the natural hide of the leather. Disputed this requested a management call as there was no mention of hide issues on purchasing online or during a telephone conversation with a consultant. Paid cash not even on never never pay not happy offered £100 compo. Dont this so.... #consumerlaw #mis-sold”
“I purchased a sofa from dfs it was delivered on Monday 26th April the delivery men called me for directions I was told due to COVID I had to wait in the other room while they installed it which I did they came in threw all the pieces on the floor & basically threw it together then just said there you go mate & left. I went into the lounge to see sofa in the middle of the room I struggled to move it as I have terminal lung disease I then tested it but it didn’t work I immediately called delivery men but they didn’t answer I looked outside the lorry was still there so I struggled to walk out there I can’t breath & it’s very hard to walk any distance I got to the back of the lorry I saw them look at me in wing mirrors & they drove off. I went back in & called dfs sat on hold only to be put through to someone miles away who couldn’t do anything I said I want to reject it but they said I wasn’t allowed & had to have a engineer come to fix it I said I wasn’t happy with this could I speak to someone higher they said they’d get a store manager to call me in the mean time they booked in a engineer for 3 weeks time I said I was unhappy with this but didn’t seem to care just that’s how it is. Days past no call back numerous calls later Caleb Johnson ( manager of slough dfs ) even though I bought from reading he said same I could not reject the sofa & by law I had to let them try to fix it I said I wasn’t happy & 3 weeks was awful to make a disabled person to wait no interest again so the day of the appointment came just before the engineer was due I got a text saying he wasn’t coming no rearrangement so I had to call yet again over a hour on hold I get though to someone in Scotland who couldn’t do anything but rearrange the appointment I said no I wanted it returned but no I then spent the next 6 weeks calling & emailing with no conclusions they agreed to replace it but wouldn’t give a time frame I knew it was just a ploy to wait the 3 weeks for engineer to turn up which he did was here 5mins & said it’s not repairable & that dfs furniture is just cheap rubbish good coming from their representative. I’ve spent well over 10hrs on hold making numerous calls always getting through to someone different from all over the country the trouble is I call reading if they don’t answer in a few rings it’s diverted to whoever is available so you get anyone from anywhere & when you ask to speak to the person your dealing with they can’t & none of them can do anything apart from get call back which rarely happens I eventually spoke to Julia from reading who agreed to swap like for like with a different sofa I asked her to send me a email confirming that but she didn’t I emailed her several times with no acknowledgement it seems they don’t like putting anything in writing I have email Tim Stacey CEO 3-4 times with no reply or acknowledgment he’s received it. I’ve had several calls confirming the new sofa was ordered but would be another 11 weeks I said I was fuming but at least it’s getting sorted last night they called 2 weeks after saying it was ordered to say I had to pay another £300 so they could order it I said absolutely not we agreed like for like but they said no so I said to come collect it I’ve now emailed saying I give them 7 days to collect it & give me a fully refund but I don’t hold my breath to it happening I’m not sure of my legal rights & when they take it I will have nothing to sit on which is a huge issue due to my poor health I don’t have room to store it.
Yours mr Adam howlett”
“On DFS leather sofa leather on headrest has failed and side has split in less than 4 years with light use. Told by DFS that warranty is only 2 years so tough luck. would expect a leather sofa to last longer than 4 years but obviously to great an expectation for DFS products.”
“IF any DFS staff see these reviews. The order number is: M3ZGAUJ0N
The management team via web services very clearly struggle to face up to the issues that their own company cause. I intended only to add insurance to my order, which was delayed by DFS by 3 weeks. Which then cancelled the delivery of my sofa and caused a huge delay in delivery (god knows how insurance can cause those delays). I gave them the benefit of doubt and chased to re-organise the delivery which i have now been chasing for 2 weeks, i have made 3 complaints (the people i have spoken to have been great, however DFS processes very clearly hold them back).
DFS simply refuse to put you through to any management level staff, the only way they can offer escalation is by an email to the relevant team to ask them to call me that, in my case, has disappeared into the stratesphere every time.
Today i then mention that if they cannot resolve the issue on the phone, that i would like to cancel as I'm certain another company would be happy to accept my business. Yet again, an email has to be sent with a promise of a call back for the 4th time.
I am now having to make a data subject access request for the recordings which conveniently for DFS, im told not all calls are recorded.
Absolutely diabolical.”
“I recently gave a good review for DFS only to find that 6 days later we had a major family crisis and asked Craig there manager if we could cancel and he came up with every excuse under the sun not to do it , his boss would have to decide , his boss was off sick and nobody else in the company could give permission , would have to wait another 5 days till his boss comes back , the sofa was ordered on a sixteen week delivery basis yet 5 days after order apparently it’s on its way and can’t be cancelled , DONT THINK I WILL BE USING DFS AGAIN😡”
“Absolutely appalling company had a broken sofa delivered 10 weeks ago countless calls & emails getting nowhere even though they have agreed the sofa is not fit for purpose quality is rubbish customer service even worse dear god stay away this company is terrible”
“Order was delivered without any bolts, so there is still an unmade chair in a box in my front room and despite calling numerous times, no one knows how to sort this out. Appalling, disorganized service.”
“I wish I had read these reviews before ordering! I placed my order for a DFS sofa on 20 April and was given a delivery date of first week in June. I have tracked the order online today and it seems the delivery date has been pushed back by 3 weeks - no reference to me the customer. At the time of ordering I was unable to see a fabric swatch, the salesman assured me however, that he would arrange for one to be sent to me - but he clearly didn't because 6/7 weeks on it has still not arrived! What little confidence I had, is diminishing and I am contemplating cancelling my order after speaking with my partner.”
“They wont deliver in a timely manner, good customer experience is not a thing they thrive to offer, they will not keep you updated on changes or any other details and you will have to chase them up for goods that you have paid for.
i have had an awful experience paid for a sofa given the date for delivery which they didn't keep given another with a three hour slot (7am-10am Saturday) that we sat around waiting for all day and it did not happen. we phoned up 3 times and we were assured the delivery would be made before the end of the day but that also did not happen.
After phoning over 4times no clear details of the whereabouts of our sofa and an expected delivery date or time was issued. We had to go in to the store (Paisley branch) where they said they had no details they could give us and we should wait for a new delivery time frame to be issued within the new week.
At this point the best decision for me was to cancel the whole order as we were bounced around a lot with no honesty from neither the sales representatives or the customer advisors over the customer helpline.
Hopefully we shall get our refund back and not have to chase them around for that too.
My advice is that if you intend to get good customer experience and kept agreements between the store and you when receiving your furniture that you have fully paid for and in a timely manner DFS IS NOT THE WAY TO GO especially with how fast they take your money”
“DFS is a AWFUL COMPANY I have made lots of calls over the last three weeks asking for an update on my order, the reply from Costumer Services is “I will get a Manager to call you back” after 10 or more phone calls STILL WAITING FOR MANAGER TO CALL BACK .”
“Had a sofa thats boobles loads looks awful. Complianed so many times and no help in resolving the state of the sofa. All this money and the sofa needs to be binned. Not what i paid this money for. Save your money and buy else where. Was told this just happens sometimes and i can pay to have it recovered? Because ive not paid enough for a new sofa that shouldnt look like this. Getting anyone to truly listen and not just talk over me is impossible. The sofa is ridiculous and was just over 1500 pounds.”
“The viewing and purchase, delivery etc went well. The issue is with all their products, even the most expensive, is the durability. After a few years they look dreadful, with significant wear even with normal use. Never expect them to last beyond the interest free period even if you pay £3000 plus.”
“Sadly couldn't give zero stars. Ordered furniture in October 2020 for delivery in march 2021. Sadly the order was never processed. Phoned me in February to inform me. Re Ordered but once again it wasn't processed. This time no one let me know. Multiple phone calls got me nowhere. Staff were uncaring and basically useless. Emailed head office which got me no further. Cancelled the order third week in April and received proper service elsewhere. Bought and delivered in 9 days. Stay clear of DFS.”
“Awful service. Sofa arrived damaged. I told DFS I was rejecting it. I was told I couldn't return as faulty until they'd sent out a service manager which took 3 weeks to arrange. No communication from DFS since the service manager visited. Chased them on 3 seperate occassions and was told I'd get a call within 24 hours each time but, this didn't happen. Finally got a call today which I missed by minutes as was working and they hadn't given me a call back time. Called straight back and was told I'd have to wait another 24-48 hours and there was nothing they could do I would just have to wait until someone calls me again. I have a damaged sofa which is still wrapped up as it was when delievered and have no idea if I can use it as I don't want them to state that I have 'accepted' it. It's just been sitting there for a month and I am stuck in limbo. Awful service, I've had to raise a s75 dispute with my credit card provider to get a refund.”
“Really dissatisfied with our sofas after time they have collapsed where we sit and are not comfortable at all. Upon complaint lots of excuses to blame us. I’m making a charge back claim on credit card as items are not fit for purpose and have not lasted the expected time. Definitely don’t buy a sofa fro dfs. Poor quality for the price.”
“Friendly salesman. Built rapport very quickly, and with no pressure.
Clear explanation of the product and service.
This is the third time that we have used DFS and have received the same high level of service each time.”
