“Absolutely disgusting customer service, they will gladly take your money however any changes to circumstances they don't want to acknowledge. It's been a week, we have tried to cancel an order only to never get through on numerous phone calls and managed to speak to customer service once and to be told the same with no helpful advice. We have been to the Exeter store several times to be told it would be sorted and a week later still Nothing. Can anybody advise us how to fully cancel this order ourselves as Dfs clearly doesn't want to know, obviously as they will loose their commission.”
“Appalling experience, ordered a couch and chair last Saturday, on Sunday discovered chair wouldn't be suitable Rang the store a number Of times on Monday to amend the order and got no response, diverted to customer service who promised follow up but nothing happened. Tried ringing again Tuesday morning and got same result. Went to store Tuesday morning and spoke to a sales assistant then the store manager and got one obstacle after another, eventually and reluctantly manager agreed to get the chair cancelled and promised confirmation e Email and amended order. As of today Saturday, 1 week later, after 3 emails to DFS nothing has been done and email request for contact ignored so today we cancelled the complete order. We have wasted too much time dealing with this company and have absolutely no faith that we could possibly have a good outcome by proceeding with the order.”
“We ordered our corner sofa back on 14.4.2021..due for delivery last Wednesday.. 11th August.. They didn't even bother contacting us... We could only contact them via email, to be told somebody should have phoned us.!!!... Checked on the tracking which we were advised to do.. Now.. Delivery is after 1st Sept.!!!.. Our suite is over 1699.00...we now are looking to cancel and get a refund on deposit. Buy beware..!!!!”
“After much deliberation I sprung for a sofa with DFS (my first ever brand new!). What a waste of money! It looks OK but is so uncomfortable it's pretty much unusable; if I didn't have 3 years payments left on it, it would be on the kerb free to anyone unlucky enough to take it. I will never use this firm again & warn others to beware.”
“We spent a long time sourcing a sofa as we stared looking during lockdown but did not want to order a sofa until we sat in it, sorry to say this this has not made our experience any better. Sofa very poorly made, customer services poor and there so called upholstery expects that visit are just as poor. The sofa arrived with the cushions out of shape and lumpy. First upholster that visited told us that we need to massage the seats and even leave the cushion covers open to let more air to the cushions…. After another wait a second upholster visited, he said that the first guy was talking rubbish and that a seat cushion needed replacing, some 7 weeks later we are still chasing DFS for the replacement seat. We have also has a spring that has become detached for inside the sofa and is sticking through the lining of the underneath of the sofa. We have offered to give the sofa back to DFS as long as they put it in there showroom, surprisingly they have turned our offer down. I’m sure there aim is to prolong the issues for as long as they can so the customer looses the will the live and just put up with the very poorly made sofa. I expect we will be in the same position in 6 months time. Our sofa from Next which is around 6 years old still looks the same as when we brought it and most importantly just as comfortable.
I have also found is amazing how many people that I talk to when when walking the dog have also had the same experience, one of them even gave there sofa to there kids and and went a brought a new one, off course from a different company.
It’s our first time buying a sofa from DFS and it will certainly be out last.”
“I wish I could give zero stars.
Just don't order from DFS.
They are very quick to take your money but after that you will have multiple delivery dates cancelled last minute without any communication and no sofa.
We ordered our sofa 1/05/2021 it's now 7/8/2021 no sofa, poor communication and delivery dates are still being cancelled last minute. At this point we wonder if this sofa exist.”
“I have had a very bad experience so far. Once I received my sofas, I realised there's a problem in the fabric as it makes like a patch once I put my arm on it. I raised my concern and someone from home serve repair came in and saw the issue. I have not heard from DFS for three weeks so far. I sent a few emails for update and no one came back to me.
My reference number is: UAZS01187”
“Can not contact Dfs Llandudno. Absolutely no customer service. Chair leg fell off as soon as we moved it and a hole in foot stool. No cleaning kit delivered which we have paid for. Delivery was not on day, van broken down, delivered next day by two really nice delivery men but phoned first as someone had written cancelled on the order. We ended up sitting on garden chairs and as we ate 80 years old not very comfortable. No one has contacted us to apologise or address these issues. I will have to take matters further. This is rubbish. I am now going to contact director at head office but I will have to write as every phone number is the same and after 30 mins no answer”
“I ordered a sofa when we moved home. Had prior good experiences with DFS and assumed the same would happen again.
After 12 weeks, it arrived. The lads delivering it were lovely but the sofa had a massive hole in the bottom (which they didn't tell me about) and a few scuffs. As they left they informed me the box bit was not on the van, leaving us with half a sofa as we were unable to use the chaise lounge half without the box.
The customer service has been non existent and no one is interested in helping us get it resolved. We have rearranged days for the sofa to be viewed and the 'box' to be delivered, for nothing to happen, spent hours and hours on the phone to be told people will call us back, or it will be resolved soon. This has been going on for 2 weeks and I can honestly say it has been some of the worst customer service that I have EVER experienced.
I will never use DFS again and at this stage, I will just be grateful if someone will come and get this sofa and refund me.”
“Easy to order but extremely poor customer service after that. Delivery dates pushed back for my 2 orders and when eventually it was time to arrange delivery it took over 30 minutes to get through to customer services (all numbers lead you there even if you think you are calling the store). The delivery tracking information didn't work properly as it showed number 12 being delivered when I was number 4. I made 3 calls to customer services and waited 35 minutes or more each time. I was cut off the first time and promised a call back on the second. That never happened. After my supposed delivery time slot had passed my third call did get me a call from the delivery team who arrived 30 minutes later. No explanation or apology. Arm on sofa damaged which prompted a fourth call to DFS and a similar waiting time to get through. 2 days later I received a call back. My second delivery is due today. I received a text yesterday saying DFS had tried to contact me which is a lie. I phoned 3 times and did a Web chat. I waited upwards of 40 minutes to speak to someone each time and even longer on the Web chat. No explanation about why the CDC wanted to contact me. Today the tracking shows my sofa on my second order has been delivered. It has not. Another call to DFS and a long wait to get through led to a firm promise by the person I spoke that he would ring back in 15 minutes. It's been well over an hour and a half and I have no idea if today's delivery is coming. Whilst the people you eventually speak to are nice they do not tell the truth. Complete lack of customer service on DFS part. Overall appalling. If I could give no stars on this review I would.”
“What a disgusting customer service.
Paid £1400 for a double ottoman bed that is “handcrafted” paid for delivery and installation, was refused this at the door and bed was left at front door. Had to assemble myself then the bed has a rip on the base complained last week asked for refund and everyday I am awaiting an imaginary call from management. WARNING DO NOT BUY FROM DFS!!!!!!!!!!!”
“Poor delivery, wrong item delivered , waiting for customer services to pick up the phone must have spend 2 hrs if my life waiting for them to answer the phone ( prior to wrong delivery and then following wrong delivery). Terrible repetitive advertising whilst waiting on hold for someone to pick up. Argument between the delivery driver and the warehouse about who was to blame for the wrong order- it was frankly embarrassing to listen to. No communication about when the correct item would be delivered… then it turns up out of the blue … luckily I was in to accept the delivery.”
“Just before the first lockdown in March last year they where coming out to see my leather 3 seater,2 seater and chair which has gone bald of leather. I took late delivery because of my husbands sudden death but there still coming out to see to it. Customer care, there isn't one. I had to give them 1 star I couldn't go any lower.”
“Delivery today between 1/5 waited in then receive a call from dfs at 455 saying me delivery is still in the docks and won’t be delivered until a months time .Looks like I’ll be sitting on floor for a month as got rid of old sofa terrible service”
“Horrendous!! DO NOT USE THIS COMPANY!! had a settee delivered 3 months ago with a damaged arm. The settee cost £3000. After speaking to 4 different people and calling customer services 8 times, to be on hold for 45 minutes at a time and then the phone been put down on me after holding all that time, I still have not got my settee fixed! I was told last week the new arm had still not even been ordered by anyone and it might be another 8-12 weeks before it’s even made. After a conversation with the snotty store manager at Sheffield I was told “well we can always come and pick it up!” Great customer service! Absolutely appalling. My husband is now going to have to visit store personally to get answers as all our emails and calls are being ignored! DISGUSTING!”
“I've ordered a sofa on 08/03/2021 and paid in full. The delivery date was set to 23/05/2021, so after 2.5 months.
Close to that date it got postponed to 19/06/2021, so nearly a month longer.
On 17th I've received 2 calls from DFS telling me that they've made a mistake and have delivered the sofa to the wrong distribution center, and that it will take up to 2 weeks to resolve it.
Since then I've contacted them a few times and they kept postponing the delivery date.
Now, after more than a month after their own mess up and 4.5 months since the order date, they still keep postponing it.
I'm requesting a full refund. Companies like this should not exist.”
“Delivery date and time slot cacelled after months waiting. Customer services keep you on hold for ages and a inexperienced assistant could only say But i don't understand what went wrong. Would not give suppliers number to me as against dfs policy. So I've lost a days pay waiting for delivery that didn't arrive but they don't care. I went to dfs and spoke to manager who didn't look shocked. Must happen all the time.
Just have to wait for new delivery date. A month more to wait. Appalling. Would never recommend DFS (delay furniture store)”
“We purchased a sofa bed a few months ago over the internet and due to COVID we could not have any visitors stay over so the sofa bed was not used until about a month ago.
When we tried out the sofa bed for the first time we found the sofa bed not to be fit for purpose as it is so uncomfortable and due to this we had to go out and purchase a blow-up bed for the weekend.
DFS have sent an upholsterer out to have a look at the sofa bed and he advised as the sofa bed is not damaged there is nothing he can do but he did admit that most sofa bed's are not fit for purpose due to the structure of them and that you should really be able to trial them in your home for a few months.
I have contacted DFS and spoke to Paul the manager of the Carcroft branch since the visit and he has advised that the purchase is out of the 28 day's period so there is nothing he can do or will do.”
“I never get that bad experience with costume service like DFS. Total ignore to your calls or emails. Messing with delivery times and dates, left me sitting on the floor for more than a month because of that.No friends or family can come because no where to sit. I still waiting for delivery even don't know when is arriving. And all they blaming corona...My advice never have business with DFS.”
