“Paid £2k for a sofa which arrived in June with a scratch across one of the seats, I sent numerous emails to DFS but I am still waiting for it to be repaired. Since then, the firmness of the seats, backs, etc has started to fail resulting in the fabric creasing. Our of their service engineers came out 2 weeks ago. Still waiting for something to be done despite contacting them numerous times. Customer service is extremely poor from the service centre and shop were purchased from. Do not buy from this firm, go elsewhere.”
“Do not waste your time! Sofa ordered, contacted a week earlier than original delivery date for delivery, good so far, then day before delivery told won’t be delivered and no idea when! Contacted customer service a couple of weeks later to be given a delivery date. Day off work for delivery, no sofa. Called customer service again told was cancelled. No call, email or text to advise and time off work!!! Made a complaint and was told I would be called by a manager within 72hours. A week later I get a call. All the sorrys to be told they were dates to notify the sofa would be in the depot, which was a total lie as I had an email and text to say delivery date and would be contacted the night before with a 3 hour time slot. Was then told I would definitely be contacted on this date to book delivery. Again no call. Waited till well over the acceptable time to chase. Again all the sorries and excuses. I have now been given another date for a call to advise the sofa is in the warehouse and will be given a date for delivery!! Let’s just say I won’t be holding my breath! Appalling customer service. If on the next occasion I am let down I will cancel my order. No sofa during all this time!!!! No offer of any compensation!! Avoid.”
“Ordered sofa, wrong measurements taken by me. Next day tried to cancel. Got to speak to shop where I bought but you actually can't phone the shop leave message with central no get someone to ring. Joke no one contacted told it would take 5 days to get email to manufacturer which allegedly not in this country. Would not buy from them.”
“Misled me for around nine months, promised to fix or replace parts but never did.
Poor customer relations.
Poor quality of materials.
Poor workmanship.
Too many defects.”
“Sue to illness we bought a sofa from DFS and due to poor quality we were able to get a refund .
Instead of picking up the furniture to return to the warehouse they decided to deliver a totally new sofa ..so had to contact them again ..
Never turned up the first time to collect ..
My husband was dying of Pancreatic Cancer at home .
Once they had the furniture they didn’t refund the money over £2000 .
Numerous phone calls and eventually said it was with their solicitors but hadn’t refunded the whole amount .
Five weeks later after waiting for call back agreed the whole amount had been refunded .
I’m still waiting and apparently they can’t find where the money is ..
I certainly haven’t received it .
Very poor service right from the start .nobody seems to know what they are doing .
Now to refer it to the Financial Ombudsman …
They don’t seem to care about their customers.
Also they wanted to take of£250 per year we had the sofa , but I argued that we had raise the issues before Covid and straight after we were in receipt of the sofa ..
So they agreed to refund the whole amount only problem I haven’t received it yet after over three months …
Be careful…”
“Worst company for quality and customer service!!, even at executive level, as they say you lead from the top!!! The best advise I could say is for your health sake go to a company who knows how to look after customers FURNITURE VILLAGE!!!!!..”
“Follow up, its mind blowing how a company like DFS are allowed to fruadulantly keep customers hard earned monies that customers have worked really hard for?, after two forms of evidence stating differently!!.
My case now looks like it's proceeding and I am more than happly to do so down the County court route to get my money back!!..”
“I would not recommend anybody going to dfs for any furniture at all because the service I have had from start to finish has been absolutely appalling, nobody cares and nobody wants to do anything so i am leaving it in tbe hands of a solicitor at citizens advice. So people out there, don't spend money at dfs, the products they sell are a heap of *hit”
“Can it be any more worse experience. After delaying the delivery by a month and miscommunication for full and final payment at last hour, worse was yet to come. Sofa came and has a persistent foul smell. Service engineer promised DFS will fix the issue in record 13 weeks time.
Think twice if you want to buy from DFS.”
“DFS are hiding behind the terms and conditions. They say that, upto 20% will be charged for collecting furniture (L shaped sofa). This is hidden well and truly within the terms and conditions. The couch is, in my opinion, faulty, very soft cushions to sit on and the arms can be felt through the fibre on the couch ends. DFS say, we will get an engineer out to look at this to decide if it's faulty, but we all know that this is always one sided and would not go any further. So, you would end up having to pay the 20% anyway. Disgraceful company, with bad ways of doing business, getting money out of people by being obstinate, stubborn and helpful with returns. I would have bought a different couch with them, but no way would I not only recommend DFS, but would never give them my business.”
“Purchased a two seater Burrell recliner for £685 hard earned pounds. After a couple of months the foam cushioned seats sagged tjat much it caused serious back pain sitting twisted.. Had a service visit and cushions for packed with dirty tatty foam in a way a 5 year old could have done better.. Contacted customer service and was offered £120 as a goodwill to keep the sub standard sofa. Decided the repair was clearly Not good enough to last week's let alone years!. So the £685 originally paid take away £120 goodwill allowed us to spend £565 on a new different one. Well All I can say from a 20 plus year loyal customer, and having spent well in access of £18000 over the years the quality is not there anymore. The foam especially from abroad is sub standard.. My 're choice was the two seater Orka and that's gone back due to again overseas build quality. Now fighting for my money back. Work this out, paid £685 originally, then when we chose another sofa DFS took the £120 off and we had a credit of £565!!. Spent £579 on a new sofa which has now gone back!,and Head office who clearly can not do sums have refunded £390 back..DFS has fraudulently deducted our £120 of the £579 plus a £69 which was for trying to be miss sold this treatment , so already deducted before hence why the original was £685 instead of £754 total including the treatment.. DFS has taken our £120 twice and also the £69!!. So fruadulantly kept £189 of our money!!.. Now getting Trading standards involved.....”
“Whatever you do please do not buy from this company! We purchased a two seater sofa, armchair and footstool, it was delivered to us in July 2021, by the time Christmas came we found the frames on the arms were coming through where there wasn’t enough padding, we went to our local store (Basildon) where they arranged for someone to call round, when the gentleman came, he agreed there was a problem and said her would order new arms with extra padding, he said it would take time due to covid etc, when it got to April we hadn’t heard anything so went over to the store and spoke with ‘Waz’ he said the order hadn’t gone through, we explained we were going on holiday early June and wanted the problem resolved by then, he agreed this wasn’t a problem and said the order would be fast tracked, we left it a couple of weeks and phoned DFS on several occasions where they said we would get a call back but we never did, we then went to the store one evening and spoke with assistant manager ‘Ash’ we said if the problem wasn’t resolved by the time we were going on holiday we wanted to return the furniture and have a full refund, he said this wasn’t possible as we had had it too long, he asked us to leave things with him for a few days, ‘Ash’ then called us offering a full refund or we could choose another suite or we could have the furniture remade with extra padding, we decided on the latter as we really like the suite, well our new suite was delivered on 9th June only to find it as damaged! We called over to the store the following day and spoke with ‘Waz’ who agreed the furniture would be collected, we would get a full refund, we explained the collection needed to be early evening (5ish) as we have to remove our front door to get furniture in or out, ‘Waz’ said this wouldn’t be a problem, we waited until Tuesday morning (12th July) we hadn’t heard about a collection date so called to see what was going on, spoke to ‘Mayu’ who arranged the collection for Friday 15th again I explained about the front door, he said it wasn’t a problem, I then got a text with a time slot of 12.22-15.22! I called them again on 14th and spoke with ‘William’ he said he would speak to the department who arrange delivery/collection and call me back, when it got to Friday morning and I hadn’t heard from them I called yet again and spoke with ‘Peter’ he said there was note to say I had cancelled the collection and would call to re arrange! This really wasn’t the case, honestly total shambles! I then got a call from ‘Jo’ who was in delivery/collections she said she would arrange for collection on Saturday 16th, it would be in the afternoon as the van needed to be empty, she was to call back later with a time slot…..she never did! I rang them again at around 4.20pm and spoke to ‘Isabelle’ who arranged for a call back, ‘Billie’ called to confirm the time slot was 10am-1pm on 16th July, we would get a call 1 hr prior to pick up in case we were out, well we did go out and lucky enough we were back just before 10am as the men turned up to collect the furniture just after 10am, they said they couldn’t call in advance as they hadn’t been given our number!……..yeah it’s finally gone, free at last, just waiting to see how long it takes to get the refund!”
“DO NOT ORDER UNTIL YOU HAVE READ THIS!
M3ZPB3QAF
Ordered a £5K settee some months ago.
Delivery date confirmed
The afternoon before delivery received an email stating not being delivered and had no idea when.
Rang got told have no idea when its going to be delivered. I registered a complaint and was told 72 hours later would get a call. Four weeks later, nothing.
Rang got told in stock and waiting to go on system but would ring back the same day. No callback.
Rang got told not in stock and to ring back at the end of July for an update.
Explained that we have no settee and sitting on borrowed chairs whilst wait. Wife pregnant and just wants to sit on settee. They didn't care.
Registered four complaints and not one call back.
Customer service have not got a clue so dont waste your time chasing either be patient and hope you get your order or cancel your order.”
“We order our sofa and chair on 17th April. Notified 2nd July that the furniture was coming into the Distribution Centre. Then we were told there was a delay… countless calls later and finding it extremely hard to get an accurate report of what was happening, we went to the store. You cannot phone them direct. After 11 weeks of waiting we were told that they could not tell us when the fabric we had ordered would be arriving and so they cancelled the order.
Our salesperson, Linda, was nothing but helpful. We asked if we could change the fabric and we assumed that our furniture was made and it would simply be a case of covering with different fabric and the delivery wouldn’t be held up for too long. We were told that would not be possible and we had to completely reorder.
We have completely lost faith in DFS and will never order from them again. We understand the problems with delivery and fabric shortages at the moment but at no time were we kept informed within a reasonable timeframe. Awful awful awful. The ⭐️ is for Linda. Nothing for the company at all.
Let’s see how long we are kept waiting for our £200 deposit to be returned….”
“The best piece of advice I can offer to anyone living in the UK is to never, ever order anything with dfs. Believe me, you do not want to waste your time, money or energy with this company. They delivered a completely damaged bed side table. Had to chase them 2 weeks to pick it up and another 4 weeks for the refund. Sent countless emails and made countless phone calls about the „custom made“ sofa that I waited for since 3 months (vs 7 weeks promised). Finally today the told me that they „accidentally“ sold it to someone else. I am 38 years old and lived in several counties. Never in my life have I experienced anything this disastrous!!!!!”
“If I rated dfs , it would have have no stars..poor service, quibbles, 15 yr guarantee is laughable..it won't last 3..
Seat squabs collapsed...no recommendations at all..looking to save for proper furniture..DO NOT EVEN VISIT THE STORE...”
“I have experienced terrible service from DFS, the issue is still not resolved.
My Sofas were delivered 24th June, for the 2 piece sofa the cables (Power lead, extension splitter was missing). During the delivery, a service ticket was raised for the missing cables. Was told easy fix, someone will contact you. No one contacted me, I had to chase DFS on a number occasions. Alway promised some sort of confirmation email, phone follow up, again no one every contacted me.
Finally told, it would be posted to me, June 29th. Instead, no communication, 2 people turned up morning of June 29th. Never informed me, they said they rang an hour before, but some notice a day before would have been nice.
They brought the wrong cable, they apologised and said their manager would call me. Again waiting no one contacted me. So had to chase DFS again.
Customer service said, they have updated the notes and someone should reach out. Also said they would call me at 1pm on Saturday 2nd July. Incase no one has reach outed out.
Again no one contacted me, so chased again on online chat on Monday 4th July. They updated the ticket, maybe they needed to order a new part from supplier, so it went from plenty of cables to order the part from supplier. Then again same story, 72 hours someone will contact me.
So then I rang again and spoke to customer service. Explained to them its going around in circle, no one ever contacts me and another 72 hours from the previous 72 hours. But they did try and help ,the best they could and updated the ticket and said they send an email to the manager at the local service store.
The hunt of the missing cable continues, today Monday 4th July, which was presented to me as an easy fix, initially i.e. Just a cables, we have plenty in the warehouse etc.
Now I have to wait up to 10 weeks. Basically DFS have said "we have ordered replacement cables for yourself which can take up to 10 weeks to arrive."
So now I have to wait an additional 10 weeks, which is unacceptable”
