“Bought a lot of Sofas from DFS the last sofa I bought I insured and my dog chewed the sofa. I will never buy a sofa from DFS again and have it insured because it’s not worth the paper it’s written on. DFS weren’t bothered and their insurance company was a complete rip off So I’ll advise anyone to stay away from DFS and they’re so called Insurance company It’s quite clear the policy is they’ll take your money but I don’t give a damn about about the customers !!!”
“Order number 51D1L2457
STAY AWAY FROM DFS
Sofa head rest not working bought year July 2023, was told would be repaired in 12 weeks,
Disgusting after sales customer service
STILL WAITING on 8 MAY 2024.”
“I brought protection cover for damages and spillages was promise they will come sort it out anytime its rubbish and false advertising.. they recommend this only to sell another product its not worth buying at all. They are lie and its a scam I would never go back to them”
“First of all I would give no stars if I could.
We bought leather recliner sofa and chair. From Swindon.
We have had to have it restuffed. Recliner doesn't recline properly. We were not told instore that the rise and fall chair is not very comfortable, it was purchased for an elderly person. It's very uncomfortable. Terrible build quality, Terrible customer service. We paid over £3000 for this rubbish. After sitting in it for longer than an hour you can't feel your backside. Long story short dfs won't replace. Once you've bought it they dont want to know. Please think twice before throwing your hard earned money at them. We will never shop with them again and will tell everyone we know to not touch them”
“My experience with Enfield DFS has been less than satisfactory. Despite contacting the sofa company before my warranty period ended, I have not received any resolution to my issue even after following up multiple times since 2023. I found the customer service representative, Fireil to be unhelpful and impolite during our interactions. As a result, I do not recommend purchasing sofas from this vendor, and I hope that my feedback can be used to improve the quality of service provided to customers in the future. You are better off purchasing your sofas elsewhere.”
“STAFF,SELL TO YOU WITH OUT CARE OR LEAVE.FROM VIDEO IN STORE.WHEN COMES, SEAT TO LONG FOR A SHORT BODY.HOW DO KNOW BEFORE YOU TRY.IF IT IS NOT THERE TO SEE. TOLD THEY GIVE US TWO HOURS TO THINK. WELL THATS WHAT THERE JOB IS TO LOOK AFTER CUSTOMER NEEDS. WILL TAKE BACK A COST .WHEN ITS NEARLY £3,000.DO THEY THINK YOUR IN YOUR RIGHT MIND.”
“The nightmare that began in June 2023 finally came to an end on Saturday 30th March 2024 with a 16-minute visit from the big man himself. Andy and his assistant manager [D.F.S Aintree Liverpool] visited my home on the above date and after 10 months of e-mails, telephone calls, numerous visits to the store and four separate upholsterer visits [who all reported back to Andy that the sofa was in perfect condition]. All of the stress, anxiety and upset ended on the above date when Andy and his assistant manager both agreed that the sofa was in poor condition and not fit for purpose and did in fact need to be changed. I was invited back to the store to pick a replacement, I was also advised that because of my chronic back condition, perhaps a recliner would be more suitable? I called into the store and was naïve to think that because of the numerous issues that I had over the past 10 months, I would just pick a sofa, be given a delivery date and that would be the end of the matter but no, it was a bit more complicated than that, D.F.S. added insurance that I did not want [it did not help with my first sofa] they also added a cleaning kit, I did not ask for this either, my outstanding balance to pay was now £265.00??? I asked for the insurance and cleaning kit to be removed and was left with a balance of £73.00??? After 10 months of stress, anxiety, upset, and not being taken seriously or being listened too, I was surprised to be paying anything. Then, the D.F.S. saga took another unexpected turn, whilst ordering a new sofa on Saturday the 30th of March, my partner and I ordered a lamp table on finance [£299.00]. Because it was a bank holiday, we would have to wait until Tuesday 2nd of April to get a decision. We waited until Friday 5th of April for said decision, but heard nothing, no contact whatsoever. We decided to pop into the store to see Andy and he was surprised because he assumed that a decision had been made in regard to the table, my old sofa had been picked up on 2nd of April, we had been told when the new sofa was being delivered. He was then surprised that finance on the table was changed to a cash payment. When my partner and I left the store on the 30th March, we had a balance of £73.00 to pay but when we returned to the store on Friday 5th April, this had jumped up to £548.00 ie the £299.00 for the lamp table, insurance for said table [which we did not want] and the £73.00 balance for the sofa. We canceled the super expensive table, paid the £73.00 balance off the sofa but, we still had no idea when our new sofa would be arriving so, Andy gave me is e-mail address, said that he was in the store until 6pm and promised to get to the bottom of the matter. I am writing this on Saturday 6th April 11.22am and up to date, we have heard nothing. Quick update, Sunday 7th April, I received an email from D.F.S. To let me know that and I quote “Due to each order putting different demands on our delivery service we cannot give a specific delivery time”. They then went on to say that a £799.00 balance was due, this order was a faulty sofa exchange, and I only had a £73.00 balance to pay, and this had been paid in full???? I contacted Andy, manager, D.F.S. store Aintree, Liverpool to ask what was going on and he replied with a very short curt message which I will quote “I’ve just uploaded the order it’s 0 balance now don’t worry” end quote. If you read the two emails below, you will notice some inconsistency’s, bearing in mind it took 10 months to finally be heard. 1) The usage fee has been wavered. The sofa was not fit for purpose from day one. 2) I have gone out of my way to overrule the engineer's findings and allowed you to pick a new sofa, I disagree, his visit to my home and subsequent findings in regard to the sofas condition are the reason why I was allowed to reselect free of charge. 3) “ One could say you have had use of a sofa free of charge for 10 months”. What a strange thing for a store manager to say. Friday 12th April 2024, I received a message to say that my new sofa was to be delivered on Sunday the 14th of April between 7.06 and 10.06 am. Sunday morning, I was up at 5.30am and waited. 9.01am, a couple of guys arrived to take the faulty sofa away. The new sofa never arrived but after the numerous issues over the past 10 months, sadly I was not at all surprised. Monday morning, I was once again up at 5.30 am and waited. The new sofa arrived just before 12pm and it was all a bit rushed, I had a hospital appointment for 1pm and my partner was out shopping with her daughter and so, I had to call her to ask her to come home which she did. The sofa was installed , the delivery guys left, and I was about to leave for my hospital appointment when my partner called me back because she noticed a very small rip in the left arm. Later on, we had a chat and we both decided that the stress of the past 10 months with D.F.S. all of the numerous issues and problems had taken its toll and we decided to live with it, we both decided to never deal with D.F.S. again.
Mick Blower
Andrew Ashcroft (DFS)
11 Apr 2024, 16:01 BST
Hi Mr Blower
we had this conversation when i visited your home, i wavered a usage fee which we charge all customers , so i allowed you to reselect free of charge, this was due to the situation you described, i will consider this complaint now closed as i have gone put of my way to overrule the engineers findings and to allow you to pick a new sofa with no fee, one could say you have had use of a sofa free of charge for 10 months.
Andrew Ashcroft (DFS)
11 Apr 2024, 14:18 BST
Hi Mr Blower
Your sofa care was refunded and the credit was added to the order, other wise you would of had to pay more toward the new sofa as it was more than £300 more expensive
Andrew
Branch General Manager
DFS Aintree
Andrew Ashcroft (DFS)
11 Apr 2024, 16:01 BST
Hi Mr Blower
we had this conversation when i visited your home, i wavered a usage fee which we charge all customers , so i allowed you to reselect free of charge, this was due to the situation you described, i will consider this complaint now closed as i have gone put of my way to overrule the engineers findings and to allow you to pick a new sofa with no fee, one could say you have had use of a sofa free of charge for 10 months.
Andrew Ashcroft (DFS)
11 Apr 2024, 14:18 BST
Hi Mr Blower
Your sofa care was refunded and the credit was added to the order, other wise you would of had to pay more toward the new sofa as it was more than £300 more expensive
Andrew
Branch General Manager
DFS Aintree
The nightmare that began in June 2023 finally came to an end on Saturday 30th March 2024 with a 16-minute visit from the big man himself. Andy and his assistant manager [D.F.S Aintree Liverpool] visited my home on the above date and after 10 months of e-mails, telephone calls, numerous visits to the store and four separate upholsterer visits [who all reported back to Andy that the sofa was in perfect condition]. All of the stress, anxiety and upset ended on the above date when Andy and his assistant manager both agreed that the sofa was in poor condition and not fit for purpose and did in fact need to be changed. I was invited back to the store to pick a replacement, I was also advised that because of my chronic back condition, perhaps a recliner would be more suitable? I called into the store and was naïve to think that because of the numerous issues that I had over the past 10 months, I would just pick a sofa, be given a delivery date and that would be the end of the matter but no, it was a bit more complicated than that, D.F.S. added insurance that I did not want [it did not help with my first sofa] they also added a cleaning kit, I did not ask for this either, my outstanding balance to pay was now £265.00??? I asked for the insurance and cleaning kit to be removed and was left with a balance of £73.00??? After 10 months of stress, anxiety, upset, and not being taken seriously or being listened too, I was surprised to be paying anything. Then, the D.F.S. saga took another unexpected turn, whilst ordering a new sofa on Saturday the 30th of March, my partner and I ordered a lamp table on finance [£299.00]. Because it was a bank holiday, we would have to wait until Tuesday 2nd of April to get a decision. We waited until Friday 5th of April for said decision, but heard nothing, no contact whatsoever. We decided to pop into the store to see Andy and he was surprised because he assumed that a decision had been made in regard to the table, my old sofa had been picked up on 2nd of April, we had been told when the new sofa was being delivered. He was then surprised that finance on the table was changed to a cash payment. When my partner and I left the store on the 30th March, we had a balance of £73.00 to pay but when we returned to the store on Friday 5th April, this had jumped up to £548.00 ie the £299.00 for the lamp table, insurance for said table [which we did not want] and the £73.00 balance for the sofa. We canceled the super expensive table, paid the £73.00 balance off the sofa but, we still had no idea when our new sofa would be arriving so, Andy gave me is e-mail address, said that he was in the store until 6pm and promised to get to the bottom of the matter. I am writing this on Saturday 6th April 11.22am and up to date, we have heard nothing. Quick update, Sunday 7th April, I received an email from D.F.S. To let me know that and I quote “Due to each order putting different demands on our delivery service we cannot give a specific delivery time”. They then went on to say that a £799.00 balance was due, this order was a faulty sofa exchange, and I only had a £73.00 balance to pay, and this had been paid in full???? I contacted Andy, manager, D.F.S. store Aintree, Liverpool to ask what was going on and he replied with a very short curt message which I will quote “I’ve just uploaded the order it’s 0 balance now don’t worry” end quote. If you read the two emails below, you will notice some inconsistency’s, bearing in mind it took 10 months to finally be heard. 1) The usage fee has been wavered. The sofa was not fit for purpose from day one. 2) I have gone out of my way to overrule the engineer's findings and allowed you to pick a new sofa, I disagree, his visit to my home and subsequent findings in regard to the sofas condition are the reason why I was allowed to reselect free of charge. 3) “ One could say you have had use of a sofa free of charge for 10 months”. What a strange thing for a store manager to say. Friday 12th April 2024, I received a message to say that my new sofa was to be delivered on Sunday the 14th of April between 7.06 and 10.06 am. Sunday morning, I was up at 5.30am and waited. 9.01am, a couple of guys arrived to take the faulty sofa away. The new sofa never arrived but after the numerous issues over the past 10 months, sadly I was not at all surprised. Monday morning, I was once again up at 5.30 am and waited. The new sofa arrived just before 12pm and it was all a bit rushed, I had a hospital appointment for 1pm and my partner was out shopping with her daughter and so, I had to call her to ask her to come home which she did. The sofa was installed , the delivery guys left, and I was about to leave for my hospital appointment when my partner called me back because she noticed a very small rip in the left arm. Later on, we had a chat and we both decided that the stress of the past 10 months with D.F.S. all of the numerous issues and problems had taken its toll and we decided to live with it, we both decided to never deal with D.F.S. again.
Mick Blower
Andrew Ashcroft (DFS)
11 Apr 2024, 16:01 BST
Hi Mr Blower
we had this conversation when i visited your home, i wavered a usage fee which we charge all customers , so i allowed you to reselect free of charge, this was due to the situation you described, i will consider this complaint now closed as i have gone put of my way to overrule the engineers findings and to allow you to pick a new sofa with no fee, one could say you have had use of a sofa free of charge for 10 months.
Andrew Ashcroft (DFS)
11 Apr 2024, 14:18 BST
Hi Mr Blower
Your sofa care was refunded and the credit was added to the order, other wise you would of had to pay more toward the new sofa as it was more than £300 more expensive
Andrew
Branch General Manager
DFS Aintree
Andrew Ashcroft (DFS)
11 Apr 2024, 16:01 BST
Hi Mr Blower
we had this conversation when i visited your home, i wavered a usage fee which we charge all customers , so i allowed you to reselect free of charge, this was due to the situation you described, i will consider this complaint now closed as i have gone put of my way to overrule the engineers findings and to allow you to pick a new sofa with no fee, one could say you have had use of a sofa free of charge for 10 months.
Andrew Ashcroft (DFS)
11 Apr 2024, 14:18 BST
Hi Mr Blower
Your sofa care was refunded and the credit was added to the order, other wise you would of had to pay more toward the new sofa as it was more than £300 more expensive
Andrew
Branch General Manager
DFS Aintree”
“My Owen Sofa is broken, sagging and, fraying/pilling. After three customer service visits I’ve been offered a new arm and, told there’s nothing wrong with it if I add self adhesive Velcro and spend five minutes per day on five back cushions reshaping them and, re lining up the seems so 25 minutes every night after use.
I was told my sofa was Uk quality workmanship but, it was actually made abroad.
When the repair upholstery representative opened the bottom zi discovered most of it is poor untreated soft wood and chip board. Because the back wasn’t fixed correctly it bends in out out like lose hard board. Still not to worry “there’s nothing wrong with it”.”
“I would give no stars, terrible customer support. The settee collapsed on the front bar within 3 months and then the arguments start, we need to repair it ? What about the 15 year guarantee? We can come out and repair it as many times as we want ? Go thru furniture ombudsman it turns out a director from dfs is on the board of the ombudsman? The furniture company pays the ombudsman’s wages ? Never again, build quality 0 😡🤬”
“Terrible company. Have waited 7 weeks for dining chairs that should of been delivered within a week. Have contacted the company 5 times and every time I have been told that they aren't sure when the delivery will be and just to keep waiting! Will be cancelling my order and won't be using this company again.”
“Avoid like the plague!
Poor workmanship, lies from service engineers and a dismissive arrogant attitude from shop staff. They are not interested in aftercare. After delivery any customer care is dropped like a hot potato. For my sanity I have gave up fighting with them- I am stuck paying for a second rate shoddy sofa for another 2 years. It's a learning curve. All they do is send out 'service engineers' (not sure why they are called engineers they are clueless and one even told us he had told his daughter and son in law to stay away from dfs!) who tell you what you want to hear on the visit then do their report when they leave and say there is nothing wrong, you are sitting on the sofa wrong etc etc.”
“Bought a new sofa. On delivery one sofa was missing a base plate, it was also missing a power pack for the recliner. On another 3 seater with 2 recliners one recliner would not work and one side really loose. When you sat on it the whole seat fell off the main chassis of the sofa.
Spoke to customer service who were ok but not brilliant could only get someone out for nearly 2 weeks. This is very poor when on a new suite we had 4 problems.
They have still not confirmed when they do get here they will have all bits to complete our problems.”
“Bought extending dining room table and 6 chairs from DFS 11 months ago. Three of the chairs have developed a tear on the back so they sent out a technician to inspect them he decided it had been caused by constantly using the same area to pull the chair to sit down. The second issue was that one chair had dropped in height and was sprained the technician said it was due to someone sitting on it that was too heavy. Unless you weigh every visitor and insist they will the chair to move I suggest not getting this or any other piece of furniture from them. Their customer service managers are void of making any decisions other than the robotic answer of you are not insured for accidental damaged but you could take out the extra warranty for 15 years but again not covered for accidental damage. I strongly advise customers to think twice before buying anything from this company”
“Had sofa delivered on 29 march noticed fault phoned up straight away told they would sent inspector he came had sofa 11 ndays developed another fault told nothing wrong had to get trading standards involved but DFS don't seem to be bothered about the consumer rights keep away from this at all costs I will probably see them in court”
“service very poor after purchased my sofa was told 14 day delivery and made several phone calls and only to be told the supplier will contact me it's now 5weeks haven't received my goods no communication or any update about delays l will never ever purchase anything with dfs”
“On the 21st February 2024 visited the Maidstone Branch met a very nice sales person and decided to purchase a sofa chair foot stall from the advertised range, we also decided to purchase 6 chairs dinning table & a television unit, deliver predicted 15th March
15th March arrives sofa chair foot stall arrived furniture missing,
After calling to inform the customer services ( now eight times ) visit to the store we are still no nearer getting a delivery date.
Two weeks ago the items we require went into sale, will decent savings, as I said to the lovely customer service people what is the point of attracting more sales when you cannot deliver the back orders
We are pensioners our house is in terrible mess having to eat off a cardboard box and a couple of patio chairs
Please don't be to harsh on the dales people who work at the company there doing there best
Hope it gets resolve soon”
“DFS need to spend less money on TV adverts and more on their customers care and quality of sofas
Mine was made in Poland and after a few weeks it was not wearing well given I love alone however, after having 3 different men sent by DFS a complaint that was viewed by the ombudsman and went in their favour I issued small claims court papers and was given a full refund the following week so that was £115 court fee well spent and it was refunded by DFS
I don't know who made their sofas 15 yrs ago however,they need to review the standards of the manufacturer and change quickly
I ended up going to lebus in Scunthorpe and have to say they were fab less than half the price of DFS delivery was the same day”
“Please save yourself a lot of stress and order somewhere else. Never experienced such terrible customer service. Are chairs arrived damaged twice the manger could simply not understand why we declined are second delivery when the chair looked like it had just been collected from the local council recycling centre. Even with photo evidence. Support small businesses the service is so much better and if you have a problem you get to speak with a person face to face not some person in a call centre reading from I am so sorry script.”
