“GREAT AFTERCARE - I have had numerous sofas from DFS over the years and I have always found them good quality, albeit the aftercare can and has let them down. I must say though the aftercare has worked excellently on my recent purchase
I purchased a circular chair online, as it perfectly matched the sofa I had bought from them 2 years ago and as I needed an additional chair and my original sofa has been discontinued, I was thrilled to realise I could order a chair which matched. I quickly ordered this chair online, for delivery for Christmas, as I had found a match for my older sofa. I must say though I was a tad hasty in ordering the chair and hadn't realised it was a swivel chair :(
The chair arrived and it matched my old sofa to a tee, but with it being a "swivel" chair I found that when getting yourself out of the chair, which is a large circular shape it tipped forward because the chair only has the swivel mechanism underneath and no legs, understandably so the chair swivels. I called the aftercare department who sent a service man round to view this issue, I told him he could take the chair back as I couldn't have a chair which tipped every time you get out of it, but would have feet placed on the sofa.......miraculously he had a set of matching feet, to match my original sofa and took the swivel mechanism off and replaced with feet, which to be honest is what I thought I had ordered in the first place, I didn't want a swivel chair. Now the chair is sturdy, usable and isn't a safety hazard.
Very long winded I know, but they have solved my problem, free of charge as I have only had the chair a few days and now I have a chair which doesn't tip over - CAUTION BE CAREFUL THOUGH IF ORDERING A SWIVEL CHAIR, THEY MAY BE CLASSED AS SAFE BUT DO NOT FEEL IT AT ALL”
“1 star is being generous.
Purchased leather suit at approx £4000, within a short time colour began to rub of a chair & splitting down both arms.
Chair is now fit for tip.
DFS will repair chair for £320 & that is a good will gesture as the suite is over 6 months old ( at this point approx 24 months).
Please avoid.”
“Just bought a three seater and two seater Aniesha sofas in grey. Sofas seem ok so far apart from threads hanging off seam lines. We bought the Gaurdsman protection policy where they state that your sofas will be sprayed with a protection spray, so that liquids split on the material will just form a bubble droplet as shown on the example card in store. When I did the water droplet test at home on my new sofas, the water just soaked straight into the material so I didn’t believe that my sofas had been sprayed. I phoned the store straight away and they insisted that they had been sprayed but didn’t provide me with any proof and I was made to feel stupid for even asking. Why show customers the sample cards with two sides, one protected and the other untreated with Guardsman spray, when they don’t spray the sofas! Here’s a photo of the test I did against the test card they gave me. It’s miss leading saying they spray your sofa for £193 then get the insurance policy thrown in for free. Just hope the policy works if we get any problems!”
“Ordered 2 seater and 3 seater recliner in leather in July. Was delivered September. Immediately delivery men had left I noticed the cushion on one side of the 3 seater was higher than the other when assembled. Also legs were missing for 2 seater. Rang the store the same day,another delivery team arrived next day with missing legs and adjusted 3 seater. Didn't look any better and I said so to be told "thats the best you will get!"before we had a chance to take complaint further the recliner mechanism on one side malfunctioned. Another visit from an"expert"confirmed mechanism was twisted and would have to order part which could take 12 weeks to arrive!the sofas only took 9 weeks to make!but we were assured someone would ring regularly to keep us updated. This was on September 25th. Not a word from them so on November 1st my husband rang,they gave alsorts of ridiculous excuses why they hadn't rang.An email was sent off to head office andwe recieved a call the next day after I explained I was unhappy about the time it was taking to get a part,and in the meantime we can't use recliner. The person from head office said the part wasn't arriving in store until the end of November!but would chase it up and try to get it earlier but in the meantime would keep us updated every few days as to the progress. At the time of writing this review we have not heard ONE WORD from head office. Complaints are falling on deaf ears. All we can do now is just wait for the part to arrive but I will never buy from dfs ever again. Couldn't fault the service in store (metro centre gateshead)but once they have your money they're not interested. After sales customer service is a disgrace”
“Don’t buy from DFS!!!!!!
-Mis sold a sofa with the stain protection, was told liquid would sit on top of the surface like a puddle for you then to clean, it won’t soak in. Spilt water and it absorbed it straight away. Apparently I’ve misunderstood the product, made to feel like an idiot. I was then told by the Barnstaple manager that it could be due to me having dyslexic as it took a while to sell the sofa to me and I’ve mis understood the product! Funnily enough when I’ve asked for all phone calls they aren’t recorded at local stores!
-Arrived with no packaging and was just on the dirty floor of the delivery truck cushions everywhere. Apparently that’s how second hand sofas arrive with no packing I was told by a lady at the call centre, this wasn’t second hand, they had no answer and just said well that shouldn’t of arrived like that we can’t do anything about that!
-Fabric already baggy after 2 weeks of use, to be told that will happen to our sofas and is normal, ( I just weigh 8 stone!)
-I’ve spent numerous hours chasing DFS after being told many times that I will be called back and promised a date needless to say this didn’t happen.
-Sofa also arrived damaged and ripped on the underside by the delivery men. I tried returning it within a week to be told they can’t do anything as I brought it in store!
Don’t buy from DFS if you want to be lied to, spoken to in an extremely rude manor by the local branch and to have to live with a faulty product!!!!”
“Don’t buy from DFS!!!!!!
-Mis sold a sofa with the stain protection, was told liquid would sit on top of the surface like a puddle for you then to clean, it won’t soak in. Spilt water and it absorbed it straight away. Apparently I’ve misunderstood the product, made to feel like an idiot. I was then told by the Barnstaple manager that it could be due to me having dyslexic as it took a while to sell the sofa to me and I’ve mis understood the product! Funnily enough when I’ve asked for all phone calls they aren’t recorded at local stores!
-Arrived with no packaging and was just on the dirty floor of the delivery truck cushions everywhere. Apparently that’s how second hand sofas arrive with no packing I was told by a lady at the call centre, this wasn’t second hand, they had no answer and just said well that shouldn’t of arrived like that we can’t do anything about that!
-Fabric already baggy after 2 weeks of use, to be told that will happen to our sofas and is normal, ( I just weigh 8 stone!)
-I’ve spent numerous hours chasing DFS after being told many times that I will be called back and promised a date needless to say this didn’t happen.
-Sofa also arrived damaged and ripped on the underside by the delivery men. I tried returning it within a week to be told they can’t do anything as I brought it in store!
Don’t buy from DFS if you want to be lied to, spoken to in an extremely rude manor by the local branch and to have to live with a faulty product!!!!”
“Bought a leather sofa and just after 12 months old all the colour began peeling off and a very thin coat it was too. Would not buy from here again. Had 1 before from scs a lot better quality had it 10 years and only through change I bought this rubbish. Time for the tip I think.”
“DFS claim in their adverts that "quality managers check and double check every single detail. Nothing leaves our factory without the seal of approval" I can only say that their seal of approval must be "thats a good suite it has the wrong legs fitted, the wrong foam has been used, the width of the covers all vary" perfect it meets our quality standards!!!! This is reinforced when the the "expert" who has 30 years in the industry looked at the suite and tried to argue that these faults are within their acceptable tolerances. In fact the area manager for the NW said that these are all minor faults - so having 3 faults on one suite is acceptable in his eyes. He also said that I should judge a company on how well it sorts out your problems. Now over 6 weeks on, still not received replacements so can only say that my judgement of DFS is "dont believe anything they put in their adverts and what they say to you"”
“I wouldn’t even give one star. My experience has been so disappointing. The amount of money spent with DFS and I received the wrong item which was later discovered that it was the salesperson who did not explain that the sofa we were sitting on in the store was not the one we would receive. The sofa arrived with a dent in, this was repaired but I was still very disappointed about receiving a sofa I didn’t vision receiving. It was a lot of money and I am still upset by it now. I received a formal back not cushion back, I ordered the large footstool with the material patterns of all of the cushions I believed I was going to receive. Now I have a footstool that does not match. A few months down the line and I have not received any cushions that I believed they might of because I was led to believe I was getting that style sofa. I was asked to buy them! The sofa cost a lot of money I am a single mum and I saved and struggled to be able to buy the sofa and it was been such an upsetting experience. I have had the sofa a few months now and there are bobbles appearing which only shows it’s bad material. So disappointing. I contacted customer service and yes they repaired the dent but they did not do anything to make me feel any better about the disappointment of being tricked into ordering what I now know to be the formal back which is Also more expensive.”
“DO NOT BUY FROM DFS! I was dubbed out of £1000 for one of their elite products that turned out to be worse than my cheap mattress. The day they delivered the mattress I told them that I am not happy with the order. I phoned in to the call centre and they said they will call me back. I explained to them why I buy online as my job does not allow for me to deal with personal things in the day. I asked them is there no way I can communicate through mail further and was told they would email someone to get into contact with me. They tried to contact me a total of twice within 24hours of my complaint and I answered the second time. I told them I am unhappy and can not talk at that moment as I am at work and I asked if I could call them back later. When I called after 18h00 they said there was no one to help me and they will send a message to get someone to follow up. Again, I asked to please email the correspondence as I can not talk on the phone on the day. I received nothing. The bed base finally arrived 4 days later and I advised the delivery team that I still have not heard anything about the mattress and to top it of parts of the base were missing and I had to wait another week for them to bring the parts and build my bed. I phoned on the day they arrived with the bed again to ask what is happening with the mattress and the call centre lady said she will get them to contact me as she can only help me with the base and not the mattress. I asked her to please get them to send correspondence in writing as I can not tell her what time is best to call except on a weekend and was told she will make a note. Eventually annoyed I phoned on the 19th day when my bed was finally built and said that I am disappointed in their service and I need a plan made with the mattress. They told me sorry you are out of your warrantee and Silent Night will not take the mattress back as we used it. I made it very clear the first day that I can not sleep on the mattress as it has no spinal support as it claims to have, and I can feel the bed slats through the mattress. I understand it is a medium soft mattress, but I am sure you should not feel the bed supports through the bed. I put the mattress up against the wall and it has been waiting since for a replacement that I was willing to pay shipping for as I was made clear I could send it back but would need to pay for shipping. I feel that the product is over priced for terrible quality and I asked for a better firmer mattress where I can at least get some support and instead was delayed and then told sorry we can not help you. Now I am £900 out of pocket and don’t have a mattress to sleep on! This is theft at its best!”
“Excellent service DFS if all companies were like you the world would be a better place, so thanks. Just taken deliver of a 3 seater Ash Grey sofa and it is beautiful, no hassle, kept informed, delivered on time, unpacked so can't fault them. Well done.”
“STAY WELL CLEAR OF DFS. WORST CUSTOMER EXPERIENCE WE HAVE EVER HAD. We ordered two French Connection Zinc sofas from the Glasgow Branch. First call to check progress, told Factory shut for two weeks. Second call, 3 weeks after purchase, told waiting for fabric for scatter cushions. When we said we didn't want scatter cushions. They said OK, we will start of the sofas. Received the sofas very late. Two weeks after install one of the legs gave way, fortunately no-one hurt. They send someone out to repair. 10 days later, leg gives way on other sofa. We tell them we want our money back, they send someone round who checks the sofas to confirm that all the legs are loose, and that no secondary screws have been used, leaving the holes on the side of the leg empty.
There's an ad DFS have been running, a sort of Aardman animation playing up the hand-made in Derbyshire theme. I doubt even Wallace and Gromitt would have been so incompetent. As for French Connection, The DFS website promises says 'The sleek, streamlined shape of every French Connection sofa is the result of years of dedicated experience and skill.' Judging by the quality of customer care and manufacture, DFS couldn't give a FCUK.”
“DFS- BARRETT 2 SEATER POWER RECLINER AND 2 CHAIRS
Delivered in June 2018 - 3 months in and the seating area of the sofa is sagging and misshaped and the fabric cover is stretched and wrinkled on the right hand side, giving it a worn and aged appearance. At first DFS were obliging and the foam in the seating area replaced, this really didnt make much difference, contacting customer services is a joke and in the end a letter was sent to head office and the manager from Milton Keynes visited and one of his comments was that the issue is because we sit in the same place on the sofa causing the problem I couldn't believe what he was saying. It was agreed that bespoke foam would be added to give more support - Im not sure about bespoke foam it was just extra foam added to the sofa.....
My advice do not go to DFS for sofas or chairs if you intended to sit in them !!! They do not appear to grasp the purpose of sofa's or chairs, well the managers don't reading other reviews
I wish I'd read the reviews before entering a DFS store.
C Lokey”
“Terrible experience with their Watford branch. Would not recommend them at all. They seem to have no communication between the staff and head office and their delivery company that cause us to cancel our order and go elsewhere.
Would never suggest or go back to DFS. I’ve had to take them to an ombudsman to get some form of compensation”
“Do not buy a sofa from this company!
We purchased a Long Beach corner unit sofa from DFS which arrived in December 2018. A few months after arrival, we contacted DFS as the seat pads had completely sunk and give no support whatsoever. We have to put folded blankets under the pads to make the sofa tolerable.
DFS sent someone out after my first complaint and replaced some of the pads, which was a waste of time as they have now all sunk too.
For most of the time there are just 2 of us using this sofa, so it’s not exactly taking a beating!
After complaining again, we received another visit earlier this week from a DFS representative who could see the seat pads were inadequate and told us they would have to speak to the manufacturer and revert back to us.
Have we heard back? No.
DFS - Sort this sofa out or refund our money and take the sofa back.
We’ve been patient enough and after paying over £4,000 - I can guarantee you we are not going to make do with this awful quality and completely inadequate sofa.
DO NOT buy a sofa from this company.”
“Sales part of service OK at Bury St Edmunds but do not buy after care as sofa no good after less than a year and extended care plan not worth paper it is written on. If you can purchase elsewhere I would do so as brother-in-law also having issues after a short time of owning furniture”
“If I could have scored less than one star I would. I ordered a chair in july with an approx delivery time of 5 weeks. Because of circumstances I needed to see if I could cancel the order and get a refund; I was told the chair had already been made so a family member said she would have it. After phone calls and visits to the shop when on every occasion I have been told it will be in the store that week the chair is still not here (October) The family member has now gone elsewhere for furniture and I have neither chair nor refund. The manager at the Meteor Center store does not return phone calls as promi sed nor will he come out and speak to us when we go instore. I just want my money back now.”
“Despite telling the operative over the phone that I was concerned about getting a sofa up the stairs, I was reassured, after providing the measurements requested, that it would fit. Delivery man was rude and stated that the operatives do not deliver sofas therefore cannot say if it will fit or not.
Now, several weeks after ordering I still have no sofa.
A call to dfs to ask about this was a waste of time, the operative stated that I would have to wait for a second attempt at delivery before progressing a complaint.
I'll update my review once this second attempt has happened but assuming they all receive the same training and the sofa will be the same size I am at a loss as to why a different delivery driver will be able to get it in!?!
Already wish I had gone elsewhere. Extremely poor customer service and I don't even have my sofa yet!”
