“My wife and I purchased a 2 seater Enzo sofa, at DFS Eastbourne, on 6th November 2018, for a half price figure, in a Sale, for £289.
As my wife has back problems, she sat on the sofa, in the store, for about half an hour, while I went shopping and she felt satisfied that the cushions gave adequate support, so we went ahead.
There was a few weeks wait for delivery and a new sofa was finally delivered on 5th December and it seemed OK. However, 2 days later my wife felt the seat part of the cushion was becoming quite soft and appeared to sink quite a lot and not settle in a satisfactory way, when she got up.
We telephoned the company and they sent an inspector to check, on 11th December. Unfortunately, my wife was out at the time, so I tried to explain the problem, which affected her more than me, as I don’t have back problems.
The inspector, advised he would report back to the store and felt an upgrade might be appropriate.
Not having heard back from them, I phoned next day, 13th December and was told the inspector’s report indicated there were no problems. We didn’t agree with this, so went around to the store in the afternoon, to discuss with the assistant sales manager.
We were shown what the upgrade would be like, at an additional charge of £79, but my wife was unable to feel any difference, between that and the original. We had the standard cushion filling, which is apparently 30% density and the upgrade is 36%.
We were still dissatisfied, so asked for sofa to be collected and our money refunded, which they refused.
In view of this, we sent in a complaint to the Furniture Ombudsman and not long after, the manager came to our home and repeated that there was nothing wrong with the sofa, but maybe not suitable for my wife's back problem. As a result of the Ombudsman being involved, we were offered for the sofa to be returned to the store and our money refunded.
However, we found a small firm of upholsterers down the road, who were able to fit a firmer foam into one of the cushions, which has proved satisfactory, at a cost of £60. The matter has now been resolved and we are keeping the sofa, but feel such a large company should have facilities to have a larger range of cushion foam, to meet the needs of different types of customer.”
“Bought recently leather corner sofa for £1600 after 2 years you can feel every wood panel under cushions.Speak with customer service and they can't do nothing with it.So only way is to throw to the skip. DFS sofa last only two years.Sure never gonna buy sofa from DFS again.”
“Bought recently leather corner sofa for £1600 after 2 years you can feel every wood panel under cushions.Speak with customer service and they can't do nothing with it.So only way is to throw to the skip. DFS sofa last only two years.Sure never gonna buy sofa from DFS again.”
“Went to local store (Derry) to look and try out furniture eventually decided to buy the Delamere range. 4 seater, 3 seater, Chair and footstool costing £2663 this was at half price, not cheap now back to full price of over £4000. Furniture was delivered on the 17th November 2018 just around three weeks ago and the cushion seats are going flat as well as the cushions on the pillow back part the arm of furniture are slightly padded and you can feel the wooden frame through it. Contacted local store for manager to tell me l wasn’t looking after the furniture probably that l have to take cushions of the whole furniture everyday to shake them and plump them up to keep them from sagging, to say l am disgusted is an understatement. The mental stress of spending your hard earned money on a suite of furniture that is not fit for purpose after three weeks is awful and for a manager of DFS store to tell you it’s your fault is an absolute joke and not what you would expect of a company who claim to be professional and making furniture for 50years. Very angry and upset customer.”
“Brought a sofa from DFS, within 3 months it started to discolour, looks awful. spoke to DFS showed them pictures, said there was nothing they can do and that discolouration after a few months is normal. But spending £2000 on a sofa to wear like it has done after a few months is ridiculous!! I am shocked at the poor quality sofa I received and the even shocking customer service. Don’t use DFS!!!”
“Waiting 8 weeks for my sofa and was to get delivered on 29 Nov at 15.3. Gets phone call in morning saying van driver was late to work so sofa might be delivered late. I arranged for someone to be there to meet it so I said that's ok. 15.30 came and I get phone call saying driver has broken down (on really I thought) I get another call later saying they will deliver my sofa next Thursday which I said Is totally no good to me. If it was on a van that broke down why can they not just fix van and send it to me. Pure lies I believe.”
“LIES, LIES & more LIES from DFS. History, 1st review 15-8-18 2nd review 29-8-18 3rd review 5-9-18 to which we recieved the DFS reply on 5-11-18 stating they would be more than happy to answer any questions, but again did not have our order details. We gave them a call on 12-11-18 and gave all the order details and was told all our questions from our last review would be answered in full within 48 hours and sent to us. By 23-11-18 we had not recieved anything from DFS so we gave them another call this time to be told, as we had recieved a full refund they had nothing else that they were prepared to say. Typical DFS put one thing in print for all to see trying to make out that they are a caring company but state the opposite out of site. If you take note a large amout of DFS Trustpilot good reviews are made before people have recieved their goods and the bad reviews are after the goods have arrived and the problems started to which DFS try every dirty trick in the book to get out of their responsibility. We have also noticed that only good reviews are given as a verified order ? WHY. Buying from DFS can DAMAGE your HEALTH and WALLET when things go wrong. They can be beat if you stick at them LIKE WE DID.”
“We purchased two sofas from the Droitwich Branch nearly two years ago.However and although we were thrilled with our purchases an issue developed which gave rise to making contact with the General Manager for assistance and redress. He initially sent out a representative to examine and appraise the condition immediately.
After a brief and civilised approach to resolution by all concerned in this Issue the issue was handled in an extremely fair and honest way by the General Manager Matt Fereday.
He arranged for and rectified the position with expediency in a friendly and totally gentlemanly manner in the shortest possible time.Service delivery was just excellent.
. We have never been dealt with in such a dignified and understanding manner by a company like DFS.
We are therefore totally happy and grateful for the help of this team and have no compunction in recommending DFS to anyone considering purchase from this Company,
Thank you Matt Fereday we appreciate your help in this matter and will be back in the future.
Happy Xmas from us to you.
Ray and Ros Rodden”
“This company have lied about delivery dates to get the order. Lied about delivery even when an sms was sent. A manager offered to lend furniture then never called back. And when eventually my sofa and chair turned up it was like will house furniture. How it was photographed and how it actually was a total mismatch. Spend with this company at your peril.”
“Ordered paid cash damaged when arrived at store had to wait again complained they didn't seem bothered eventually got sofa it was sent out with a fault on it not heard anything from them would not recommend anyone to use Dfs”
“Overall have received great service, we purchased sofas over 4 years ago. We whad. Problem with the frame which broke (not sure how - over the holiday period and had visitors, and noticed one evening it had ‘dropped’ at one end - whereframe was broken). Did an online live chat/message, they passed mobile number over and had a call from the local store within the week. Appointment made for the service manager to call, was just expecting a quick visit to assess the frame and to make further arrangements. But service manager fixed it THERE & THEN in around 1/2 an hour, was really impressed.”
“They ignore your emails after they get the sale, they are not interested in ensuring you are happy with the product. The product quality is actually very poor, the frame might be a sturdy wood frame but the material and foam filling is very poor. The customer service team within the store ignored all my emails asking for help with my sofa fault. It’s false economy shopping here, spend more elsewhere and get a much better quality product and much better after care.”
“Poor Service and Poor Quality.
Later after the Story I will tell you how to deal with DFS' B.S.
DFS state they have been making Sofas for 50 years. You think they would have learnt how to make them by now.
Story
Bought sofa over the phone in January 2018. I was informed it would take 8 weeks and we should check the online tracking tool.
8 weeks gone and tracking tool states we will be receiving our Sofa.
Gone past delivery date. Phoned them to find out it will be another 4 weeks and the online tracking isn't accurate.
Sofa turned up edges squashed and marks on the armrest. Told the marks will go away in 4-8 weeks. Guess what marks still there. Manager will come out checked it and said he will come back. Another couple of weeks go past he comes out with hair dryer and iron. Couldn't get rid of the marks. States he will replace the part.
Few weeks later comes in with a second hand part which is worst then the one on the sofa. Had enough told him him to take it away and provide a refund. Rang head office and all you get is passed around to the manager in store to collection department. Manager is only available on 2 days of the week. Going back and forth and they state can reinstate a fancy word for exchange.
In addition we don't use the sofa and it is already sagging and leather looking older than my old sofa.
A full year approaching and I am now taking them to court because they are the most pathetic company I have ever dealt with.
How to deal with DFS
if you unfortunate enough to buy a sofa from them than follow these rules
1) upon deliver inspect the sofa. Any marks, scuffs sagging. Reject it immediately at the door. Do not let it in your house. Otherwise this is where the problem starts
2) Purchase using a Credit Card so if anything happens you can raise a dispute with your credit card company
3) If your sofa sags and sinks. Report it to them. Law states that products should last a reasonable amount of time.
DFS are enough to give you Mental health problems.”
“Absolute shambles. Wish I would have read the reviews beforehand but going off our first purchase a few years ago where he had no problems, we went back. After spending thousands of pounds we are left we a damaged sofa, scratched brand new flooring, broken sentimental gift smashed into pieces and a very bitter feeling. What was we not left with? Our cleaning kit we have paid for and I am now left to chase this up...avoid. Zero customer care”
“I never usually like to complain but this ended up taking 7months for something to finally get sorted and has left us so upset! We ordered our sofa from DFS back in April...When it finally got delivered, the leather had been badley scuffed and feet significantly scratched. We were so upset & took photos to email DFS and they said someone will be out to see our sofa. After numerous calls back & forth with still no one organizing to come & see our scuffed sofa, unfortunately our sofa got from bad to worse after only having the couch for less than a month. We noticed that the foam inside the couch had slouched, streatching the leather making it look like a 10year old couch as well as the stitching coming undone. I emailed again & ended up having to go into DFS and personally speak to the manager about moving forward with this & what they could do for us, as we were promised that someone was going to come out to see the sofa! Many weeks later they finally sent someone out to have a look at it & possibly look at repairing it. The DFS guy came out & he brought a part he had ordered to fix the scuff & then realized they had actually ordered the wrong part. The head manger came out & said we can repair it for you (which means that we would be paying for a seconds sofa, not a brand new one) & offered no compensation for the run around. We’re so upset & cannot believe that something we had been looking forward to & saving up for had blown up in our faces!”
“THEY ARE THE MOST DISGUSTING COMPANY EVER
There customer service is non existent they never call back when they say or within the same week.
We order a bed and two sofa sets and a corner sofa for another room so a fair bit of stuff, they gave us delivery days so we took the time off of work
They then rang us and said it couldn’t be delivered to our address as THEY had made a mistake
Three weeks later my pregnant wife is still sleeping on a floor as they told us to get rid of outlet old bed on the morning before deciding they couldn’t deliver ??
Numerous phone calls and still they are not helpful or do they want to call us back
As far as I’m concerned these people are trained to treat normal people like animals they disgust me
We want to cancel our whole order with them but they will still look to charge us for cancelling
AGAIN DISGUSTING”
“Took delivery of my 3 seater Venice sofa in December 2017, within a few weeks I found the sofa very uncomfortable to sit on, the foam cushions are of poor quality, I visited Dfs in Speke and complained, service manager visited my home, after inspecting cushions I was told there is absolutely nothing wrong with them, I told this person that even after sitting on cushions even for a short time I could feel the springs underneath, requested another visit different person came out,again in his expert opinion there is absolutely nothing wrong with the foam in cushions, what I found odd was not long after buying this sofa when I looks on the website the Venice range is mo longer there ?, I dont know if I would have a case to to try claiming from my credit card company as I think I may have left it too long, retired from work 6months ago due to ill health after 2 heart attacks and felt unable to deal with the stress of it all,, customer service is disgusting, I paid £998, for this sofa ,I actually avoid my sitting room, cant stand the thought of this piece of furniture that is so uncomfortable, .”
“Recliner sofas arrived in July and the manual handle on one of sofas broke in October. Service manager was booked to come and repair on 2/11/18 between 12pm and 4.30pm. At 4.45pm I rang as not heard from him and was told he would call me back. 2 hrs later and have heard nothing. Not at all pleased. My daughter took day off work. If this is not resolved speedily i will be getting in touch with trading standards. Please be aware”
“I did read the bad reviews before I ordered but I hoped these poor people were just unlucky. I ordered two 2 seater sofas from the Enfield store. We paid extra money per sofa for the higher quality leather which was sold to us on the basis it would be very thick and very high grade. We also obtained a colour swatch of the leather
Delivery guys arrived with our sofas. Carried the first sofa into my house and unwrapped it. I instantly noticed a large blemish mark along the lumbar part of the seat. It looked like a dye-mark. My husband then noticed multiple areas on the leather which had completely cracked all over. We showed the delivery guy who also agreed it was of an inferior quality. We told him we were not accepting the sofas and for him to return them. He signed the receipt as faulty goods and returned to the warehouse with the sofas. DFS sales team not interested - having chased further they advised that the chairs would be filled and re-painted and delivered back to us at our convenience. Needless to say this offer was declined and a full refund requested. Now have had to lodge a dispute with the credit card company with DFS as they have not been in touch to credit the refund. Absolutely shocking. Let this be a warning to anyone who shops at DFS.”
“Bought a 3 piece suite and in less than a year the material started to fray and come apart. Reported it with photos and they took photos also agreeing it was not good, but had to keep chasing them to find out what was happening every step of the way. The product they sold me was unfit for purpose and I should have had an instant refund or the choice of another sofa if I wished. Instead, nothing! God knows why they are so hesitant. The service is atrocious. They are embarrassing themselves by such appalling behavior.”
