“Ordered a sofa through Poole branch under finance. Great expirance in store but that is as good as it got. Got confirmation that the finance was approved. Then got a delivery date for Tuesday 11th June. Tuesday came a went no delivery so I rang them. They said they are still waiting for release code from finance company. This all came about from a paperwork issue from store not paperwork not filled in correctly. Now 2 days passed, had to ring Hitachi finance to get the release code my self. Passed this on to DFS
Fully booked for delivery for the rest of the week now so have to wait another week but been on a list for express delivery on Saturday or monday but delivery will only happen if someone cancels their delivery. This is not acceptable DFS. Considering it was a paperwork issue on your behalf I would expect you to get a delivery space available sooner.
Fingers crossed I receive my sofa Monday”
“The aftersales service from Dfs is appalling. Ours arrived with a recliner not working it took a week to get them to send a so called engineer. Appointment was made from 2pm to 5pm. He arrived at 1.30pm so neither my wife or i was there. My 78 year old mother in law let him in. Apparently He straightened a bent bar then left before 2pm. So we had no chance to check if it was repaied. Absolutely no difference. Still doesnt work properly and ca not get Dfs to answer the phone after 2 days of ringing. Very poor”
“The aftersales service from Dfs is appalling. Ours arrived with a recliner not working it took a week to get them to send a so called engineer. Appointment was made from 2pm to 5pm. He arrived at 1.30pm so neither my wife or i was there. My 78 year old mother in law let him in. Apparently He straightened a bent bar then left before 2pm. So we had no chance to check if it was repaied. Absolutely no difference. Still doesnt work properly and ca not get Dfs to answer the phone after 2 days of ringing. Very poor”
“BOUGHT A 2+3 SEATER LEATHER RECLINER IT IS THE WORST QUALITY EVER WITHIN A YEAR THE LEATHER IS STARTING TO FADE AND SCRATING IN PLACES DFS CUSTOMER SERVICE IS VERY POOR. STAY AWAY FROM THEM.”
“Had more or less chosen Presley 2 seaters x 2. Then asked salesman about the leather. I was shown another better qualiry leather I could upgrade to on another suite for extra cost. I was happy with this. However he then tried to dissuade me from buying Presley and to have this more expensive sofa. He said the Presley and others in the sale weren't very good quality and that was why they were in the sale. Would not buy from these con merchants. Salesmen? Call them what you will.”
“Everything went bad, firstly I was completely miss sold the sofa, I was told it was wearhouse stock and I was told that I would have it WITHIN 3 weeks as it's in there wearhouse ready to go. 3 weeks later I get someone to give them a call for me as I was at work and couldn't do so, the lady on the phone said she cannot understand why I havent recieved it yet and she said she would give them a call back that day with a date. To then not get called back and when ring them back I get spoken to like absolute rubbish by a lady on the phone who basically tells me it will be 12 weeks and coming across like I would have been told that which I NEVER to then put the man on the phone who was rude also, there manners and tone of voice was absuluty in acceptable he then in 2 hours calls me back to apologise and says that it's completely wrong the way the lady spoken to me but doesn't acknowledge the way he done and advised me to complain about her! He also said he would call me back in half hour and give me a date when the sofa could be delivered and said he will get it for the following week for me to not receive a call AGAIN had to go into store to get a refund! I would honestly go to oak furniture village there staff where friendly the sofa was better and I had it delivered 3 days later!”
“Talked into taking out insurance, was told if anything went wrong it would be put right without question. I purchased a leather two seater and after two and a half years we noticed the leather fading at one spot. We clean and nourished the settee as per instructions and always tested the DFS cleaner and nourisher on a small spot on the back. Started to clean the spot gently and to our astonishment the colour started to come out of the suite, it seemed to roll off, it never happened anywhere else. I contacted the insurance and got the usual grilling but nothing I did was at fault, I complied with all the cleaning requirements. It was then ignored for about six weeks so I phoned the insurance company again and had to go through the grilling again. A few weeks went brand by now I was fed up with the process so they was phoned again, a thirty minute grilling later they said that it was not an accident so I was not covered it was down to a manufacturing fault. I now turned to DFS, explained the whole process again only to be told I must had got something rubbed into it off of my clothes, full stop. NEVER AGAIN WILL I SHOP WITH THIS COMPANY, THEY ARE CON MERCHANTS.”
“We have just finished paying (over 4 years interest free) credit for the worst suite we have had in 49 years of marriage. I would not recommend DFS to anyone. We had trouble from the beginning with noisy recliners. We did get a part refund on one of the recliners because I don't think they knew how to solve it plus we didn't want two in the first place but we were told by the salesman that the two seater wasn't made in fixed style when in fact it was. They are all still noisy although customer engineer said it would wear off. Single chair padding sunk at one side. Their reply was that my husband sat in the same place all the time. He sat in the same place with all our suites and the problem did not occur. The only good thing about it is the leather which is still looking good but workmanship and customer serviceterrible”
“Worst company i had a bad experience with milton keynes store and store manager James. cancel my order and they promise me to refund my money back and nothing happen and they kept £1000. i am 64 years old cant do anything right now. please do not visit”
“Ive orderd a corner sofa about half way through February. Still have not received my sofas. They were suppose to be delivered 10/05/19 as my boyfriend took the day off work specially for the case. I had been told that it would take only 6 weeks and no longer than 6 weeks. But currently still waiting for them. Had a phone call on the 10th saying the could not deliver as the van would not get down to the house. Yes i do live in a awkward location. But they didnt even bother to knock to let me know the sofas wernet gonna be delivered. But called me an hour later to let me know. So now i am currently sitting in the living room on a mattress still waiting for the sofas to arrive. They told me they would call me before 5pm on the 10th and currently still waiting for a reply on a next delivery date. The customer service was awful. They think that saying sorry would solve the issue. Cant give me a approximate date even. Would not recommend.”
“Was told on store when purchasing couch I could change the delivery address as we were currently looking at a new home so just put any address down , now trying to change it seems like the biggest hassle ever and I’m now moved in to new place couchless and being told they don’t know when the couch will now be sent out or even if they have accepted my new address yet. Staff instore clearly just tell lies to boost their sales , bloody joke”
“I bought a leather sofa a couple of years ago. Granted it was not the most expensive but the leather quality was appalling. Wore away where I sit the most after just 6 months. Someone came out and did a botched repair. Customer services did not want to know. I had a lot on so I didnt take it further. Sofa was dumped a few months later. Im in the market for a new sofa and that reminded me to write a review. I would not buy from DFS ever again.”
“Absolutely disgusting customer service! Not in any rush to sort out out problem at all. Not only did they change the delivery date due to their mess up on delivery address details and having to take a SECOND day off work the sofa then arrived with a massive pull in the material. They then arranged someone to come and sort it a week later which now they have called to say that someone cannot come out until next week now! We can’t enjoy our sofa due to this and we didn’t want a sofa with a pull in the material in the first place and expect it to of been sorting right away as it arrived like this! I’m absolutely disgusted”
“The worst customer service you could possibly imagine !!!
My footstool got damaged during delivery so it had to be sent back. I was told someone from DFS would contact me within a week. After one week of waiting I decided to call them. I was told my footstool was being fixed and someone would call me as soon as it was done to arrange delivery. Another week passed and nothing. I called them several times over 2 weeks and every time I was getting a different response: "it has been fixed, waiting to be delivered", "it hasn't been fixed yet but it will be shortly since they have other more urgent jobs to do", "it is somewhere in the warehouse but we cannot locate it".
Please note that once I was on hold for 40 minutes and other time for 15 minutes. Both I had to disconnect as it was aggravating me even more.
When I finally got my item, it was still partly damaged! I sent it back and asked for someone who was in charge of this mess to call me back. They called me back but when I asked to talk to a manager I was told "it won't be possible". A few hours later I got another call saying that the broken part had been ordered and I would get my item by Friday. It was last week. I still haven't received it and again no one even bother to call me....
It's worth mentioning that I have a bad back. This is the reason I purchased this footstool as I was advised by my doctor to have my feet up when sitting on the sofa.
Appalling service DFS !!! Never again !!! Maybe you are the leading upholstery retailer in the UK, but you definitely have one of the worst customer service teams.”
“One star is probably too many
Nearly a month ago I had 2 leather settee recliners delivered, as soon as we went into the room our eyes started to stream and our lips started tingling then feeling like they were burning, I immediately emailed customer er services who told me the local branch would contact me straight away and someone would come out to look at the problem.
No contact was made even after more emails and phone calls, I eventually went into the local store where I was told it was to do with ‘ the packaging’, total rubbish as I know from previous experience that this odour emanates from the foam upholstery, the manager said he had seen this once before and they had taken the suite away to ‘ air out’ which o agreed they would do and he said we they would loan us furniture until the suite was ready to comeback.
I then heard nothing from them, further calls and emails to customer services ensued and eventually a date was set, I had a call from the driver who was en route to me, I as,Ed if he had loan furniture and he said he had no know.edge of any being needed, I phoned the shop manger who said he didn’t have any suitable replacements at that time, I was going away the next day and had a row with the manager on the phone, I admittedly ended the call in frustration. I returned from holiday last night, I have burning lips and streaming eyes again but thank god DFS are supposedly taking the suite away today and providing loan furniture.
I have asked persistently for the chemical data sheet from DFS and they have totally ignored my request, I really need to know what it is we have been exposed to.
The strange thing is that customer service operatives have been really good on the phone but after that nothing seems to happen.
I owned a ventilation company so I know all about ventilating the room when there is an odour like this but it makes no difference.
We have decided to give it a month for them to air out the suite, if it doesn’t work, we shall as, for our money back.”
“Shocking just shocking! Ordered a sofa that unfortunately didn’t fit first time or the second time so after the second time we where told they would remake the sofa into 3 peace’s so it would fit... 3 weeks later after not hearing anything we rang to see what was going on, they told us our sofa was in a warehouse and nothing has been done about making it smaller. Now they are saying it will cost an extra £90 to remake the sofa! They have also left our living room door off the hinges and spilt coffee all up the living room wall!! So after all the trouble we still do not have a sofa just a doorless livingroom, a coffee stain on the wall and an extra £90 to pay!! Shocking DFS!!”
“We bought our sofa just before Christmas 2019 and it was slightly ripped when we received it we got told they would order a new piece of leather to fix it and it would take 12 weeks for a piece of leather to come. It came and we was told they ordered the wrong side we have to now wait a further 12 weeks to get it fixed so we are still waiting. Would most definitely not buy a sofa again from dfs have not even been offered anything off the price of our sofa and if we could have we would have returned it. Not a very happy customer.”
“I love my Sofa and armchair they are so comfortable. They delivery was within the time and the men were really good. They placed it exactly were I wanted it and took all the packing away. So happy thank you.”
