“Persevered with our settees for months hoping we would get used to them , but they are so uncomfortable, the foam compresses to feel as hard as rock, what a waste of money.”
“Messed up order and no response on emails or phone
Hate to write a bad review. But my experience with DFS has been pathetic. After totally messing up my order - there are no replies on either emails or phone calls. I have been chasing them for past 4 days both on emails and on phones - sometimes even waiting more than 30 minutes. Some one will pick up the receiver on other end and keep it aside.
Following are the issues I listed in my original email for which I am seeking immediate return and refund of full amount (£1135) I have paid for the order. I have provided full evidence to DFS with photos for each of these 7 issues with the order. I asked the delivery guy to take the order back with him but he refused and said I need to sort it out with Sofa company. You can decide whether you still want to go with this company after reading through the list of issues below.
ISSUE 1: Main sofa reference is hand written (which indicates that you have picked it up from storage and delivered - not created as per the order). There is no QC stamp on the reference confirming what I wrote in bracket here.
ISSUE 2: Corner side of sofa reference is hand written (which indicates that you have picked it up from storage and delivered - not created as per the order). There is no QC stamp on the reference confirming what I wrote in bracket here.
ISSUE 3: Bench is damaged with a cut on the side fabric
ISSUE 4: Bench is damaged with a denting in from the side
ISSUE 5: Bench is damaged with a broken wood or panel from inside
ISSUE 6: The sofa is wrong color (looks Golden). The sofa and the bench were
both ordered for lime color (see the chain of this email). It looks like you have picked the right color for the bench but wrong color for the sofa.
ISSUE 7: The cushions aren't Dual Layer Memory Foam. The order included GBP90 for upgrade to contour comfort. I raised this on email multiple times (see the text below) and was ensured that its part of the order by your customer care team. But it isn't adhered to.
========Text from the email that I wrote on upgrade to contour comfort===============
Hi There
The price charged included an extra £90 for
“Upgrade to Contour Comfort for £90.00
Upgrade to the ultimate sit. Dual Layer Memory Foam cushions respond to your body's contours to provide the ultimate comfort and support.”
But it doesn’t show on the order here in this chain.
Can you please check and correct it?
==============================”
“I have been contacting DFS regarding my sofas. I ordered the sofas in November and i was promised they would be with me by end of March.
I as a customer should not be constantly calling DFS to ask where my purchase is. As a consumer, i expect to be treated in a way that they would like to be treated.
So far DFS has only been avoiding me. I wrote a review previously and they said they will contact me, i habe not yet recieved anything from DFS. i was supposed to be contacted yesterday and today but i have not recieved any contact from DFS.
I am certain DFS does not care about their customer service. Yes their products are cheap however, i would prefer efficiency and good customer service over cheap products.
I know i am not the only one having trouble with this company. And many who have gone through this process i currently am would agree with me.
DFS has poor customer service and as i specified previously, they need to have a process and recieve customer service training when situations like this happens.
I am constantly being told that my delivery will arrive tomorrow. This 'tomorrow' is from 2 weeks ago.
I am now fed up and just want my order cancelled.
I have proof of over 30 calls, webchats and emails i have contacted DFS regarding my concerns and issues i have came across with DFS. however, none of them have been resolved.
As a consumer i should not be going through this much hassle with any company i am purchasing from.”
“Absolutely disgusted with quality of purchase Suite not fit for purpose After a few months the new suite actually looked worse than the suite we replaced This nonsense about rotating where u sit is unbelievable Would anyone really purchase a suite and then not be able to sit where u found it most comfortable? Communication within the company is pathetic DO NOT EVEN CONSIDER DFS FOR A SOFA I wish we hadn't Doesn't deserve the one star but that is the lowest available”
“Service is disgusting I waited 6 months for a sofa then waited in for delivery 3 times nobody calls you back when you request it. Still waiting for a refund that was supposedly issued on 29th March yet again nobody seems to know what they are doing! Will never touch them again and recommend everyone buy their furniture elsewhere.”
“We Purchased our Sofa's from DFS Reading back in December and were promised a delivery date of first week in February latest. We recieved our sofas 2 Months Later! We were annoyed but patient with the delay. When the sofas got here we needed to return one of the items. We spoke to DFS reading on the phone and was told we would need to speak to Teto regarding the refund and that he would give us a call back. We have since called about 20 times and spoke to 20 different advisors and even store managers at different stores. Every single one of them has told us that either Teto has a day off or he is not available right now and promised a call back from him the next day. This is still an on going issue and we will never be ordering from DFS again due to this lack of communication and outrageous customer service. I can't understand why a company employee can't pick up the phone and speak to an unhappy customer once in 3 weeks. I would advise anyone that is looking at ordering sofas to look elsewhere or at least not from the Reading branch.”
“asO NOT BY FROM DFS Worse place to by a sofa it came broken when I called back that said that will call me that never did that really don’t care about there costumers plus it took the sofa 6 months to come”
“Spoke to head office and several managers who advised they would call me back again on the 19th april 2021 and again no one has bothered to prioritise this case and resolve it. Below is the summary of the poor customer service and shocking communication.
I placed an order with DFS on the 14th Feb and was advised the items would be delivered in April. I ended up placing the order with DFS over their other competitors only because of the delivery timescales, DFS were the quickest at the time and suited me better.
The order was done on finance and everything had been approved and accepted. I called several times in Feb, March and April to check the order status of the order and was advised everything was running on time and there were no delays as I booked a date to get rid of my old sofas.
I called earlier on in the week weds 14th April, and requested for a manager to call me as I still had not heard from anyone regarding my delivery and the advisors who I were speaking to did not have much information on what was going on.
72 hours elapsed and a manager still did not call me, I called again and spoke to a Danny who then advised he knew what the issue was. He went onto explain the order had not gone into production as they did not receive full details from the finance company, this was shocking and angered me. Danny tried to push the blame on the finance company however I don't accept that my order is is with DFS and when I have called to check on the order several times this issue should have been picked up by the advisors. DFS have just wasted my time, affected my credit score and left me without any sofas. I will never recommend DFS to anyone and the customer service has been poor especially when a manager cannot call back within the 72 hour period specified by yourselves.
I'm now waiting for someone to call me on the 19th april to discuss a way forward however I should never have ordered from DFS and should have placed my order with SCS.
Danny advised he had spoken to a Rachel from head office however could not promise for her or a manager to call back over the weekend, it would most likely be Monday.
Why this has not been made a priority baffles me clearly DFS do not care about the customers and do not care about losing custom.
I have spoken to DFS head office and again have been waiting for a manager call back yet no one has called me.”
“Have always bought from dfs but this sofa has sunk on 2 of the seats and the recliner chair has tipped my hubby out twice , and to be told that all they will do is pack the sofa when its only 8 months old is absolutely disgraceful and its only been sat on for 4 months as we have been away from home last sofa I buy off dfs”
“Being outraged if an understatement with DFS, we had a delivery after ordering online yesterday and these awful sofas that was not described was delivered, they looked horrible and cheap and wouldn’t last a few months and the colour WOW awful!!
I called straight away and said I’m
Not happy and the lady said that’s ok I’ll get a call back and you could received a replacement so have a good look on the website (that I did) or I would get them collected no trouble so that was all good and we shut the room off so the sofas haven’t even been sat on.
I just received a call stating “ so you want to send your sofas back OK you have to get them to Doncaster or that will be £390 for collection and refund will be given if there is no damage in transit!!”
I was shocked no offer of an exchange, no asking why I was unhappy, no care about why I was unhappy what so ever it was just way the company wants and that’s final!
£390 to be collected and refund only if there is no damage in transit WOW.
I have now received an email telling me how I have to send the sofas back to Doncaster and no mention of collection.
What sort of customer service is this, how can people expect anyone to just have £390 laying around and be ok to loose the £3000 spent on the sofas if someone damages it on deliver!”
“I wish I had read the reviews first. We ordered a 2 seater and 3 seater sofa and again like so many of you our delivery date kept being pushed back. DFS did not once contact us. I kept an eye on the tracking page and the delivery day remained the same right up until I sold our old ones and beyond. Until the day passed and I contacted DFS
Now our sofas are here and safely installed BUT OMG they are so uncomfortable. Our experience is very firm almost rigid cushions. No comfort whatsoever. My husband paid £2000 for these. Really at a loss with a resolution.”
“We paid £670 for a swivel chair that had build issues from the very start and a lying area manager who promised 100% satisfaction or a replacement did neither. We only get repair after repair due to T&C small print. What daylight robbery from a UK company. So will never recommend or return for any products.”
“🤮 DFS consistently lie about my sofa delivery I have been ordered 17 October 2020 I have been told will try before Xmas if not February 8 it's you'll receive because it's 15 weeks I have to call every time and speed approximately 20 minutes they've never contact me and I don't understand dfs such a big retailer and ONLY one AREA MANAGER 😀 they have when I asked for person it's always of from work so no one can help you I been waiting and have been lied to about delivery dates on 4 occasions really very very bad customer service I'll never go again”
“I will never buy from dfs again!! We revived a sofa from them before Christmas it came broken and still is, I have made over 15 calls in last 4 month I spoke to the service dep, the customer service dep, the sales team, and no one is helping me. I have never had to deal with a company like this in my whole life!! DONOT BUY THWRE FURNITURE, my dog even hurt his leg falling through the middle of broken sofa I told them more then once it’s not safe please come abs collect it and all they say to me is.. we are waiting for parts to fix it i told them today I don’t want your parts the sofa is unsafe and unusable if anyone wants a broken sofa it will be at the bottom of my drive by the end of the day!!! Also DFS please don’t replay saying.. any issues please PM me cause I’m not interested the direct debit will be getting canceled today can’t deal with this CRAZY COMPANY ANYMORE!!!!!!”
“DFS consistently lie about delivery times, in fact they avoid giving you any information on delivery on their website. I am now on month 9 waiting for a sofa and have been lied to about delivery dates on 6 ocassions.”
“We ordered a sofa from DFS back in December and we were quoted a 10 to 11 weeks lead time for manufacturing (including the Christmas holiday period)
Until now, the sofa have not been delivered to us yet and they couldn't even provide a definitive date for delivery.
I received a text to book the delivery for 18th of March, which I did and took a day off to be home and receive the sofa.
However, one day before I was informed that the sofa will not arrive and that is due to arrive at tour warehouse on 23rd of March (date indicated on their website as well). I have been assured that once received in the warehouse the order will be delivered next day.
I have checked the website yesterday(23rd of March) and the delivery date to their warehouse was pushed back to 29th of March. On 23rd of March I contacted the customer support through the web chat and they couldn't give me a reason for the delay nor to confirm a delivery date.
After several complaints, Saturday 27/03 I was called by one person from the customer service team and I have been told that the sofa is "obviously coming from overseas and is delayed because of the ship blocked on the Suez Canal". Incredibly, they are blaming all problems of the world. 2 weeks ago I was told that my sofa is manufactured in Italy (therefore the name) and that the container is stuck somewhere in UK's port.
How come this is blocked on Suez canal now ?
Today 29/03/2021, on advised date that the delivery should arrive in UK I have contacted the customer support team via the web instant message. I have been provided with the same standard response, blaming Covid, brexit and the foam shortage. I have been told that there is another delay of 2-3 weeks, but nothing is for sure. How is this even possible ?
DFS
Can you please take some responsibility and 10 minutes to look into this order and let us know where is the sofa at this point in time. Is it being manufactured, shipped ? And what is the delivery date for the sofa?
Your customer service is beyond any expectations.
Further to your initial excuses that the sofa is delayed due to Brexit, covid and foam shortage (all known at the time of order) you do not want to take any responsibility for this order and you are blaming your supply chain.
I have purchased a sofa from yourselves, not your supply chain. You should ensure this is delivered to us in a timely manner.
When we paid for the sofa on 14th of December, you were glad to take our money. Now, weeks later after the day the sofa was meant to be delivered, you only provide standard responses, without even looking at the problem. Why you are unable to tell us the status of the order?
What are you looking to do to make things right ?
What you are doing is called unfair selling practices, advertising that you can provide a sofa on 10-11 weeks lead time, shorter lead time than your competition. You sell the product and then you don't care.
Your response that the "delivery date is advisory" is unsustainable. You provided a fixed date, not an interval and there is nowhere written that the order can be delayed. Even when there is a delay, companies normally know where their orders are, for how long is delayed, why is delayed and when is expected. They care about their customers and don't treat them like a cash machine.
I will raise this with the furniture ombudsman if I do not receive a satisfactory response in the next 48 hours.
My time is not for free to chase an order you should be looking to fulfill.
So far you failed the delivery on three attempts: 18/03; 23/03 and 29/03. Today, 29/03, you cannot provide a definitive answer to when the sofa will be delivered.
Regards,
Robert”
“we bought a sofa from dfs and upgraded the cushions from fibre to foam for an additional fee of around £180, upon arrival the foam cushions seemed very week and were in no way easy maintenance as described in the add, the seat was also 10cm lower than the add said. after contacting dfs and having 2 separate people round to inspect the sofa, both of witch said it wasn't upto standard and they wouldn't be happy with it themselves then went and wrote a review and said none of this to the store managers. after many very long winded and stressful conversations with the store manager grant of the preston branch, we decided to pay an additional £490 to get a better sofa that was recommended to us only to have it turn up at our house faulty, the delivery drivers spent well over half an hour trying to connect the sofa together to no avail telling us themselves it was faulty and they couldn't do the job they were hear to do.
We decided to reject the sofa on this basis due to the ongoing problems we are having with them and today received a call of another preston manager gemma telling us that they are only willing to refund us £390 of the £490 we payed and that in no way do they consider a sofa that will not link together faulty.
Myself and my wife are now in the process of talking to citizens advice and potentially taking dfs to court to get our money back
Please i cant stress enough how hard this has been on our whole family and how many sleepless nights we have had and would strongly advise people read the reviews before buying a sofa from dfs. We will never be doing it again and i hope you don't!!!!!
I have attached pictures of the poor quality of the sofa and also a conversation had with an online expert about weather or not changing the cushions would affect the height of the seat and as you can see for yourselves i was told it would not change.
after this conversation i was told that if i asked someone they would of told me the seat height would change and that it was my fault for upgrading the cushion!!!!”
