“It has taken almost 10months of phone calls, e mails and letters to get a decent suite. In desperation I wrote to Mr Tim Spacey CEO and he didn't even have the courtesy to reply and acknowledge my letter, says a lot about what he thinks of customers.
The first suite had so many faults DFS replaced it. The second suite came with different coloured legs and other faults occurred within a few weeks.
Phil the manager from Llandudno helped and got Mike one of service managers out who almost rebuilt the whole suite. Thanks to him I think I have more confidence that the furniture will be alright now. Twice I was let down on delivery and so much stress I have had. I have bought furniture in the past from DFS with no issues but I would certainly not buy again as standards have gone down and one phone no for the whole company means you are waiting for ages to get to speak to someone This has cost me time and money and not even an apology. Stock control is rubbish if this is how they let furniture out of the factory. In future I will buy from a local trusted company who will value my custom”
“I purchased a sofa from DFS Droitwich and selected the buy now pay in 12 months. A DFS staff member processed my finance agreement incorrectly and a month later an unexpected payment was taken from my account.
I initially called the finance company to see if they could amend from their side, but they confirmed that the finance agreement was created by DFS so it was down to them to make the relevant changes/updates.
I went in to store to see if they could help amend the finance agreement and explained the situation, to which they were really unhelpful and said that the person who processed the finance needed to pick this up but was not in store, so I was promised a call back when they returned. This never happened so I called customer service (as there is no direct line in to store) and they were able to request a call back from store on my behalf. When they did call me they were more worried about placing the blame on other departments for the error than actually helping me rectify the issue and said that they will look into this further and see what they could do?!
Four weeks have now passed, and the issue is still ongoing. I have escalated the issue to the DFS complaints department twice and all I get is the same automated apology email so my complaint has been ignored and no action has been taken there, I have spent up to 3+ hours on the phone with customer services on hold or trying to get them to help me with no real resolution, I have gone in to store multiple times and have been passed from pillar to post.
Today a second payment was taken from my account even though 10 days ago DFS confirmed that a hold was placed on my account and no further payments would be taken. I then called customer service AGAIN and they basically said they couldn’t help me and that it was the stores issue to pick up, 2 hours later I received a call from one of the staff members from the Droitwich branch to see if I had signed my finance document. I was extremely confused as I had gone in to store 9 days ago to sign the document which they should have on their system? So, I questioned why was it taking so long to action, if it had actually been processed and if they knew what was actually going on and was met with the phone being put down on me!!!
So with the lack of support from DFS, I called the finance company again today (I didn’t know where else to turn) they confirmed again that they were unable to amend the agreement, however they felt my frustration and acknowledge the seriousness of the issue and have now raised a complaint on my behalf and are now chasing DFS to amend the finance agreement alongside my continued efforts.
Due to staff incompetence, they have taken money out of my account without my consent and I am almost £900 out of pocket which has and is causing me considerable stress. No one seems to be concerned, or even care that this has impacted me financially.
I am extremely disappointed in how this issue is still being managed by DFS. I understand that human error does occur and I can accept and understand that it does happen, but the lack of communication, urgency and customer service I have received has been extremely poor and on occasion frustrating to say the least.
I wanted to put a review on here not to complain but to make others aware that buying a sofa with DFS can seriously affect your cashflow, credit rating and stress levels. So, if you are thinking about purchasing on finance, please, please, please think twice about buying from this company because no one takes any accountability or want to help you, they make you feel like it is your problem, and you are the inconvenience.
I hope I can save other people from making the mistake I made and that was buying from DFS which I will not be doing ever again.”
“We ordered 3 piece suite at beginning of January it was delivered in May the cost was £2800 when it was delivered there was a power pack missing so as it’s power plus we cannot recline one of the chairs been promised the missing pack since we received the three piece still waiting all the staff you speak to are all working from home the Crawley branch doesn’t even have a manager and if you ask who is in charge it’s a manager that also works at the Croydon branch if you ask to be put through to him they are told they aren’t allowed to give out the phone number they can only email them to pass your enquiry on and that they will be in contact with you within 72 hours ,we have now been informed that it’s going to take another 6 to 8 weeks to get one of these packs absolutely disgusting the aftersales is appalling they just want your money so I would never recommend them when I told them is very frustrating to have to keep phoning I was told well the answer is don’t call us we will let you know when we have it in stock disgraceful !”
“Order is now 6 weeks overdue because it’s stuck in a warehouse!!!!!
Excuse after excuse from DFS just want my money back and never deal with these cowboys again absolutely shambles”
“2 sofas delivered 1 with wrong legs both sofas so badly made obviously no quality control sent of 2 emails with photos no reply and manager supposed to call that never happened, this is the 6th week a manager is supposed to call tomorrow between 8am to 8pm watch this space”
“Shocking customer service. Can't get hold of anyone to tell us when our order will be delivered. Don't respond to emails, never call back. Had 2 deliveries cancel last minute which cost us days of annual leave. I'm sure the sofas are fine but the company are horrible to deal with.”
“Buyer beware ,now 6 months on and no sifa.Dates given of delivery were untrue, just to fob us off . Now going through Ombudsman to resolve issue and claim refund. BUYER BEWARE,DO NOT BUY FROM THIS COMPANY. Wish i had read revires before using this company. They give false promises and dates and do not contact the customer unless you make contact with them.”
“‼️DO NOT BUY FROM DFS‼️
I was waiting 4 months for my sofa to be delivered…. Faulty🤬 The worst Customer Service ever👎🏻👎🏻👎🏻 Nobody is responding to the emails. Every time I call them I was dealing with different person to hear the same story: “Someone will get back to you “… no one did. I’ve been promised a compensation and refund of delivery costs… nothing happened. There is 14 days to return the sofa, but the repair has been booked for next month… I’m very disappointed. DFS doesn’t care about their Clients. I have reported them 😡 #dfs #dfssofa #customerservice #badquality #furniture #waistoftime #ukcompany”
“on the 12 November 2021 I ordered two power recliner Vinson settees i was told it would be a twelve week delivery. After about 30 phone calls and as many lies i have been told 27th July 2022, they are the biggest liars i have ever come across if it does indeed arrive on the date now they suggest 27/7/2022 that will be 9 1/2 months totally unexceptable”
“Maybe this company are too big and customers are only like a cow to be milked
I had a 14 weeks delivery date for a sofa
Passed that date i called in the store to see what was happening…soon after a got a delivery date of the sofa to the store 10/05/22
I waited one day..meantime i have disposed of half of my corner sofa(thinking that the replacement would arrive shortly)
I called in to the store on the 12/05/22
They checked my order and it was supposed to be in their warehouse..but it wasn’t
The salesman said they would contact the main office and let me know the following day
The following day after 4.00pm I didn’t expect anyone to call me I went out for some shopping
Go back home and on my phone where a few missed calls..i go on the tracking of my order and it said the sofa was still in production
Later on the evening i was given an option to select a delivery date
I have chosen the 17/05/22 and it did specify that the balance had to be paid before delivery ..so i was thinking to go and settle it on Sunday the 15/05/22
The day before around 11.00am I received a phone call asking for settlement within onr hour or else they would cancel the delivery slot…because I’m not a gentleman I told the agent where to go😡😡and hung up the phone
Today I called in the store to pay the balance and check if the delivery was still scheduled for tomorrow..the salesman said there was nothing booked and it would be a few days before they could arrange one
I just told him to cancel the order and he seemed to be the happiest man on land..not a single question why I wanted to cancel it..not to least bit of an effort to find out if there was a way they could made up with their failure on the bad service given to me
But I’m glad to get ready of them
Bad company to deal with”
“We order a sofa month ago they change the delivery date two times when the delivery man arrived was so quick he didn’t do a good job and left me with a broken sofa!
They damaged my wall when they bring the sofa in!!
The customer service is useless!!
They don’t help you i had to take days off for delivery and then for someone to come to fix the sofa!!
Never buy for them!!!”
“Ordered a footstool in January.Due to be delivered end of April.First booked delivery,the day before they notified us it had been sent to the wrong warehouse.Today took the afternoon off for delivery between 2 and 4pm.Nothing rang at 4.30pm to be told it's on its way.Nothing.Rang again at 5.30 to be told delivery had been rejected,by what or who.We don't want the footstool anymore as we will just look at it and think of the stress it has caused,so let's hope we get a refund,otherwise there will be more on this site and anywhere else I can complain to.”
“So disappointed with the sofa I bought! Customer service are a disgrace too! Do not buy from this company. I will never look their way again!!!! Sofa leg broke after day two, stitching on the arm is fraying after day 3 the sofa itself looks like it is a few years old, quality of leather is appauling, it's sagging all over. Had this sofa for a week and it took them two weeks to address my problem and spike to me Asia I were a fool. Just keep trying to fob me off. It will not work DFS as I am not letting this go! I paid £1700 in total for a piece of rubbish!!!!”
“I feel sad because I purchased a sofa bed for a few year ago and now sofa bed arm is broken and bed frames and metal snap and damage done !!! I can’t remember if I have insurance cover ?”
“Absolutely disgraceful customer care and the worst experience ever. Purchased a sofa 8 months ago. Delivered 4 months ago with a faulty motor for the recliner and have been waiting for over 4 months for a new motor with no sign of anything. Trouble customer service with false promises and total lies. Zero help, zero truth and zero customer service. Never ever will even visit any DFS Stores in my life.”
“I don’t normally do this but this company is a disgrace. My order is now 3 months overdue (been waiting since beginning of August) and there’s still no sign of delivery🧐 Shocking customer service and lies.. Such an awful experience.”
“Had sofa’s less than a year when the seat went and we were nearly sitting on the floor. They came and repaired one side but now other side now gone have contacted them twice and said they would put me on to the right department but still nothing after three months . Their customer service is useless and their furniture rubbish quality. Do not waste your money and buy anything from them. Wish I hadn’t !!”
