“Purchased 2 leather sofas after a short time leather saggy
After 3 different men coming out and one padding the seat to make it higher that the next one at the side of it
Went to ombudsman and they ruled in favour of DFS saying they should be given another opportunity to fix it
No thanks I didn't buy to have to keep having repairs done so I paid the £115 court fee and served small claims papers on DFS within a week they collected the sofas and then the following week a full refund was issued including everything I had spent and the court fee
Never again”
“Bought Juan sofa thankfully for the conservatory and from delivery it stank of a garlicky smell. Left for a few weeks to see if it went away and it only got worse.
Rang main number and they sent a technician to spray with deodorant (a month after our phone call). All well for 48 hrs then back to square 1.
Spoke to trading standards and they said I could invoke my right to refuse as it wasn’t fit for purpose.
Long story short DFS insisted that I gave them second chance to fix and tricked me into allowing them to order replacement covers. They then said that as I had ordered the replacement covers they were allowed to fit them. I told Hanley branch manager (Clare) that I would take this to the ombudsman as recommended by trading standards. She said I could take it higher with DFS but they’d only revert to her and she was not prepared to refund us.
Ombudsman backed DFS and we’re just a box ticking exercise. Is there a DFS director on the ombudsman board? Very poor would not recommend at all although so far the new covers seem to have fixed the odour issue but any pleasure in the new sofa is long gone”
“Purchased 2 x Amersham sofas in early May 2023. The smell of them was overwhelming and we were unable to use the room for a full 4 months. DFS took away the sofas and aired them but it made very little difference. Eventually they agreed to replace them. The delivery guys said there were other cases and the independent assessor confirmed that this range had an issue with the fire retardant chemical.
A full 9 months later we have just received the replacements (Feb 24) and a derisory £100 refund which for me is insufficient for 4 months of literally being unable to use a room due to the overwhelming odour, countless emails and calls. I will therefore be posting negative reviews on every platform I can find.
Beware that the website states 8 week delivery. Neither the original order, nor the replacements came in this time frame. Over 11 weeks.”
“Awful customer services, faulty products and they don’t even like to accept liability, also do not know the consumer rights act which allows you to return product. When we showed frustration they threatens to call the police as they didn’t like being you that they add violating the law. Assistant manger didn’t like what was being said so was rude and raising her voice to over speak myself and my partner.
Avoid at all costs!”
“Don't buy DFS SofaCare Insurance - Don't believe what the sales people peddle when selling you this 5 year insurance policy. We were led to believe our sofa cushion's could be refilled within 5 years if they sagged or lost shape... 3 Years in and our sofa cushions have sagged considerably - After spending days trying to resolve with emails and phone calls to DFS and Guardsman, we're NOT covered. SAVE YOUR MONEY, DON'T BUY SOFACARE!”
“Absolutely disgusted with DFS customer service!! We paid them to remove our old sofa a day before delivery of our new one. The removal man said he was on his own so we'd have to help him! We couldn't help so he left! Phoned DFS and they said its nothing to do with them and we should contact removal company and then hung up!! Won't be using DFS again. I'm disgusted!”
“Bought a new sofa from DFS and it’s really uncomfortable. We went back within 10 days of purchasing it. The lady who sold it to us was simply not interested. It’s the most painful sofa I have ever sat on. I dread sitting on it at the end of the day. Not worth the money.”
“Ridiculous service from Slough branch and keep getting threatening messages including a phone call regarding pay the outstanding balance while I paid already but manager of the store didn't bothered to update the database, I went to remind them 4 time and 5th time assistant manager asked me to pay the balance and whatever amount we need to settle we can refund you which was ridiculous. It took 6 week for them to refund or settle the amount but they wanted me to pay again. Will never go to this branch. avoid please”
“Hands down the worst company I have ever dealt with. All they have done is lie and fob me off, I have never known such bad customer service.
I ordered a 3 seater and 2 seater couch at the beginning of September 2023 for delivery in December. The beginning of December comes and surprisingly we get a delivery date of the 4th and even a 3 hour time slot in which it would be delivered. I got rid of our old couch on the 3rd and arranged to finish work early to make sure I was in when it arrives. On the 4th the time slot they gave me comes and goes with no couch being delivered. I obviously rang Dfs only to be told that they had made a mistake and the couch wasn't going to be delivered until the end of December/beginning of January! Apparently someone had tried to ring me the day before to let us know but didn't think to leave a message or ring back when they couldn't get through?!
All over Christmas we were left without a couch which as a family of 5 was an absolute pain.
THEN (yes it gets worse) on 26th December they messaged and told me our couch was being delivered on the 29th. Sure enough the delivery truck pulls up in the morning and unloads what looked like a 10 year old couch, that had rips along the bottom, cat scratches up the sides and what looked like mould along the back! They had (nearly 4 weeks later!) decided to send a temporary couch and even the delivery driver said he questioned it when he saw it on the truck as it was so dirty and battered and he admitted he wouldn't accept it if it were him!! I obviously refused to accept the couch (which any sane person would, it was that bad) and phoned Dfs straight away. The man I got through to (Dylan) was full of apologies and promised I would get a phone call back the same day and a delivery of our actual couch. He said he couldn't understand why we got sent the temporary couch as apparently our new one is ready to be delivered?! Wasn't holding my breath anyway but 3 hours later, surprise surprise no phone call, I rang back and got a lady this time saying that it can take up to 72 hours for a phone call back and that Dylan shouldn't have told us we would definitely get a call back the same day, not to mention the couch being delivered!!
It is now the 5th Jan and we still have no couch and apparently no one at Dfs can tell us when ours will be delivered!! Honestly angry doesn't cover it. All this company does is lie to you, it's absolutely disgusting, especially for the price you are paying for the couches in the first place! So over a month with no couch and who knows when we are actually getting it!”
“Shocking customer service, honestly do not care about their customers. I done all the chasing for my own sofa. As good as the sofas are, I would highly recommend not purchasing a sofa from them purely on the basis they don’t care about their customers. I’ve never dealt with such shocking customer experience.”
“I bought a sofa in October 2022, it was delivered on the agreed time in feb 2023. The delivery men could not attach 3 of the feet as there was no thread. I realise my mistake now as I should have refused to accept it but the men said someone would pop out in a few days and fix them and they would report, they took a photo. I had still not heard anything the following week so called. They had not called as the photo didn't show any damage, I explained it was balanced on the legs but I could not sit on it or move it as they were not attached, she gave me an appointment in 2 months. When the day came the bright spark told me the problem was there was no thread to screw the legs in, I said that was what he had come out to fix? He said they don't get told what the problem, is but he would need to offer the parts and fix would call me. After calling every two weeks until July to be told the parts were not in yet, I lost it and with help from Martin Lewis website I wrote a letter to head office quoting the relevant law and asking for the sofa to be picked up. I got a call from the local store who could send someone out ASAP (in DFS world this is 3 weeks) the guy attached the legs and fixed a corner which was smashed and admitted the parts story was a lie. I got a 10% refund and after 6 months could sit on the sofa. But when I started sitting on it the cushions collapsed after a couple of months and less than a year on it looks about 10 years old. I cannot face dealing with DFS again and I hate waste but am honestly thinking I might have to get another sofa as it is unuseable.”
“Bought a sofa back in 2020, Grand Designs range, £4500. Delivery was a nightmare and contacted me the day before the due date to suggest that they still hadnt made it and was waiting on the fabric to be delivered before they could commence the build. i contacted the COO on linkedin (the normal customer complaints channel was useless) to express my disappointment and frustration. The communication from the company was then exemplary. A new delivery date was confirmed and it was met. The quality of the sofa has (so far) been fantastic and is my children's favourite toy for making bases/wrestling. So far no marks, tears or any other faults. The pillows have not lost their shape despite being stuffed with a new material (recycled plastic) and having very heavy use. It would be higher but the initial delivery was appalling, but I felt the senior management really wanted to make things better, and I shouldnt really have to escalate to the SMT through Linkedin. But the quality of the sofa has been 10/10.”
“Hurendous quality, the seat cushions have completely collapsed after 3 years of use, the back cussions have completely gone out of shape even after giving them a good shake every other day, the wooden frame was creaking so I had the DFS handyman come out only for him to use a staple gun to fix it and it did it again a couple of days later so I called DFS and had the staple gun man come out again this time he added more wood to the broken frame and used a whole box of staples and nails. while he was here I mentioned about the cushions and he said they're not covered at all by the warranty!! Absolutely mental, who on earth buys a sofa to sit on the frame?? And what's crazy is I paid for the extra warranty. which I now wish I didn't. I will NEVER buy a sofa from these commission based wish app sofa cowboys ever again there sofas are rubbish.”
“DFS are an terrible company.
The crew delivered sofas and put mud all over my carpet and left sofa in middle of room and told me get a couple of “burly lads” to move it ! Customer Service are a joke they said they aren’t allowed to wear foot protectors as against Health & Safety? Also they just build they do not put where you want it to go ? Customer Service disgusting”
“I purchased a sofa from the Maidstone store on the 28th September which was a display model because as they said would be a quick delivery. Wow. Never have I experienced such ineptitude across the whole company. Absolutely useless and lies upon lies. You ring the customer services and they are all so sorry for you and will get someone to ring you back …no they just want you off the line and no one will ring you back. I had to go to the Maidstone store today (4th November) to try and sort out where my sofa was and they still couldn’t confirm a delivery date. Honestly how they could lose a sofa within their network is a joke as are all their staff and no one can commit to a delivery date …remember this is a sofa from their store so who knows what they are like when you are waiting for one to be made.
“It’s out of my control” was the answer I received ….well get someone in control as honestly you lot are a disgrace and I’d be embarrassed to have anyone I dealt with as one of my employees. Poor. Poor. Poor.”
“Simply a horrible experience. I bought two recliners ,during delivery the electric battery was not delivered ,however , after waiting for two weeks I received it, after two months only the sofa started to show color variation at several places , service engineer was not friendly at all and that's the most polite word to describe his behavior claiming it is not material issue, so whom issue or fault is it? I didnt pay +3,000 for such faulty material”
“Quite literally the worst experience with any retail company ever!
3 weeks after order we were contacted to say the configuration of the sofa we had ordered is in fact incompatible (after being explicitly wrongly advised by sales agent that it was compatible) - Orka Sofa with recliner & extension piece. Reluctantly we opted to progress without the extension piece but DFS wouldn't expedite the order so again 6 week lead time. After a further 8 weeks the sofa still wasn't delivered, but when it was finally delivered, it didn't come in sections (again advised by sales rep that it had) so wouldn't only fit through a double door or take a window of house out. We had decorated our living room to match the navy blue velvet sofa & sold our previous sofa once delivery was confirmed so we now have no sofa in living room, and DFS don't appear to care in the slightest. Post sales Customer Service is non existent, despite what they promise you. Its all lies! STAY AWAY FROM DFS if you value your time & sanity, please!”
“The sofas I chose were perfect, unfortunately, when they delivered the sofas to my home, they first destroyed the floor, then it turned out that nothing fit, the drawer did not open from the first day, the hinges on the lid were broken. Consultants ignore your complaints, sweep them under the rug and don't care about your complaints. They make you wait 4 months for parts!!
if you have a choice, buy somewhere else DFS is the worst store!”
“You just won't deliver sofa despite us buying it in clearance as we needed sofa badly for my brother with disabilities he now sitting on floor while no one in your company proactive or cares enough to deliver it.I spent all day in house today awaiting for sofa to be delivered Despite the fact of me checking this morning to see if it was out for delivery.
I was told it was yet when I called at 17.05 I was told it had not been.put on van cause someone forgot to load it.Do you actualy have my sofa or is all a big lie”
