“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.”
“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”
