“I took delivery of a 3 seater and 2 seater sofas on 24/8/2021. Unfortunately the 2 seater sofa seat leather material started to break down rapidly after almost 3years. I contacted customer service repeatedly and was always told there was nothing they could do as it was out of guarantee. I am a pensioner and saved really hard to purchase these sofas thinking this would be my last big purchase and one that would last. As a very last resort I contacted the CEO of the company. Someone came out to inspect the sofa and said he would have to speak to his manager about it. After a couple of days I missed the call but a gentleman left a message saying there was nothing they could do as it was out of guarantee. I'm sorry but I think its appalling that DFS think that getting 3 years out of a sofa is acceptable. It is clearly a fault in the material as my 3 seater is in perfect condition. I would never use or recommend DFS again and am so angry at the whole experience! I have tried to upload photos of the damage but it will not accept the file!!”
“Had the recliner sofa 6 weeks already the seats are starting to sink down there assessor came round and said it's because it's mass produced so basically poor quality at high prices avoid dfs”
“Complaint
My new sofa arrived on 24 August under order no MAZQBL6ZG. There are a number of concerns here which is why I would advise everyone to run from dfs, DO NOT ORDER FROM THEM, it is a high risk!
1. My herringbone pattern flooring has been scratched and chipped from one side of the room to the other where the delivery driver dragged it across the floor, dfs are refusing responsibility for this despite the photo and video evidence!
2. The delivery driver screw the legs into the sofa so tightly, the wood is cracked in almost every single leg.
3. The sofa delivered is a completely different feel to what was tried and tested in the show room, it is less than 2 weeks old, and already looks ready for the tip, it is sunken, bad quality and horrendous filling.
4. A service manager came out to see the sofa, and that was just the style of the sofa apparently, and agreed theyre awful quality.
5. Darren from the returns team, told me I need to pay £160 for a return despite the sofa being of awful quality, and different to the warehouse, and the legs all being damaged upon fitting, not to mention the chips on my brand new flooring which cost £3k!
6. Darren from the returns team then told me I didn’t have the right to return the sofa, as I’d seen it in store.
7. The service has been absolutely shocking and disgusting. I am stuck with a sofa, whoch is not fit for purpose, with all damaged legs, and chipped wooden flooring.
8. BEWARE - run a mile!”
“After only two weeks of use the filling in the sofa went flat and the leather was sagging. DFS sent engineer out to assess the sofa and he implied that as we are retired we sit on the sofa too much! Very rude! Spoke to a manager from the Maidstone branch and she said the sofa had gone like that because we bought one of their cheap leather sofas, again very rude, sofa cost over £1000. We asked for a refund but was denied and the manager said they would come and add more filling. They did come and indeed added more filling but after only two weeks the sofa looked like it was ten years old. The engineer also broke a spring and it protrudes right through the material but he didn't tell us and left it like it. We only realised when the sofa felt even more uncomfortable than usual and kept making clunking noises so we shone a torch underneath the recliner and you can see the broken spring and torn material clearly. Spoke to the Manager in Maidstone again and was again refused a refund. She said the engineer will come and repair the spring and look at the padding in the cushions. What a joke of a company, the worst I have ever dealt with. Patronising and arrogant are just two words I will use to describe all the staff at DFS.”
“The showroom experience was good but it went downhill from there. I bought a Kian 3 seater sofa, which I thought was the same I'd tried in-store. I guess I sat on the velvet type material, which I didn't pay the extra £100 for. I thought I'd get used to the new sofa eventually. I regret buying it, it's so uncomfortable to sit on. I'd review the sofa directly but there doesn't seem to be a way to do it. I spent a small fortune and I've only had it for a few weeks but already I'm thinking about how I can get rid of it/replace it for something more comfortable from a charity shop”
“WRONG dates of delivery / worse service - promised 3 time on delivery but never delivered i am absolutely gutted over a month we paid but nothing been arrive other then false promise ....”
“Order number:
TBZKBKZZI
Order date:
17/06/2024
Yesterday we received a corner sofa bed, assuming that it would also be possible to sleep on it. The first thing that caught my eye was the discrepancy in the levels of the cushions, the different levels of the sofa legs, huge gaps at the joints of the parts of the sofa. But the worst was yet to come! It was impossible to sleep on this sofa bed! Its extensions are not connected in any way during installation, like a bed. The parts (poufs) move apart under you when you go to sleep and you fall onto the floor! In one night I fell/fell into the gaps between the cushions onto the floor twice! The quality of the sofa is very poor, the fabric is loose and unreliable. The padding of the pouf cushions is too soft and does not hold its shape. I really regret not reading the reviews here before making this purchase. Now I have to go through hell to get my money back and send this ugly sofa back to the seller.”
“I would never buy again at D.FS. had troubles with fabric and no help at all to help .. highly disappointed.. as if they couldn't care less .. after sales was terrible. Couldn't put minus 1 star, would have.”
“So bad. The delivery takes nearly two months. The links sent to the website to track flat out don't work going to 404 errors. When you figure out a working link the website crashes unable to take payments or check your order.”
“An awful way to treat customers who spend a lot of money, and with assumed trust with the retailer, there should be serious questions regarding the credibility of DFS.
I was close to making a purchase, but having read the reviews, I went to Glasswells in Ipswich. Paying more, but quality service.!!”
“Was promised delivery of my sofa on the 18/07/24. Wrote to them to see if it was still on track to be told that they don't know when it will be delivered and they will ring when they are ready for delivery. No updates since my correspondence and when tracking my order still has original delivery date as above. Very disappointed with the level of service received so far.”
“Do not deal with DFS Cork store Ireland! Absolutely awful customer service and they are lying about delivery dates. Ordered furniture in Apr 24 and whilst the lady we dealt with in the store was nice, she hadn’t a clue what she was doing! We double checked the order delivery address and I stressed I’d need delivery in early July 24.
I signed the necessary documents and was told I’d get an email with the details.
A few days later I still hadn’t received an email so I rang customer service as you can no longer ring directly to the store. I eventually got a call back from the lady in the store who called out the email address I’d provided (which was correct). She claimed she had sent the email to that address so it was I had given her wrong information. She was quite smart about it and said she would send it again.
Long story short she had input my email address incorrectly and sent all my personal details to the wrong person. GDPR issue but she just giggled and said don’t worry it’s just your order details and your name address and post code!
Long story short I received an email in June that my delivery was scheduled for the 24th of June. I’m still waiting.
I rang customer service and was advised someone in the store by the name of Rachel had chanced the address on my order a few days ago to another address however, I’ve never lived at said address nor did I request this change.
Still waiting for a call back from the manager in store and will not have furniture now until the 1st of August!
Stay away from these guys!!! Mad to sell to you but I regret the day I parted with my money!
Awful awful awful service!!!”
“I stayed with the same make of relyner sofa even though I'd had problems previously with fixed base cushions sinking.
What a mistake .....
This time a manual recliner pull has snapped...twice.
As these awful sofas are made in CHINA, been told 8 weeks for.replacement part
Add to this.. part of the wooden frame sticks in my ribs, both sides. They've tried to bodge it by putting more padding over the offending parts of the frame...but for an over £1000 sofa....it's scandalous.
They have failed to send my extra insurance documents which I have asked for on numerous occasions.
Avoid like the plague.”
“I would actually give DFS no stars if possible. DO NOT ORDER FROM DFS.
I ordered a sofa on 01 April I was told it would be delivered by 24/6 that date came and went.
Sent update a week later to say it would be delivered 24/06 called customer service told it had been delayed untill 07/ 07, that date came and went. Received another update to say it will be expected delivery 24/06.
Called again told it was now due 13/07
On 15/07 told it was in the warehouse and I would be contact with delivery date in the next couple of day. On 19/07 I received another update to say expected delivery was 24/6. Sent another email. Still waiting now into the 17th week. Worst decision I have made in a long time buying a sofa from this cowboy outfit.”
“What went wrong with our order.....EVERYTHING !!!!!! The absolute worst company I have EVER has the misfortune of dealing with, if I could do minus stars I 100% would. When looking at these reviews contemplating going forward with DFS do yourself a favour and take these comments seriously.
My order was weeks late due to DFS messing up a discount I had been given, they kept telling me I owed the money, I then moved into my house with no beds and the manager of the store I was dealing with advised me to buy camping gear for my family as there was nothing he could do..... bearing in mind this was their error..... anyways long story , everything has arrived and not a month later I have had to report my lounge furniture to the service centre as it was loose and the one arm was not sitting straight, service manager came around quite quickly, surprise surprise and said the furniture had not been assembled correctly and indeed the one arm on the single couch was bent, he would get back to us asap on how to resolve our matter, that was 3 July , 2 messages to the call centre as nothing has happened and the same excuses have been given ....... and now I wait , will this ever be resolved... MOST UNPLEASANT journey I have been on with this company”
“Ordered a new bed & mattress from these. Expected delivery was 9 weeks. I didn’t receive my delivery until 5 months after placing it. After been told they would arrive together, my items didn’t come together so I had to wait even longer for the mattress, at which point my old bed & mattress had already been thrown out so I was left with no mattress to sleep on.”
“Our experience with DFS has been completely awful. Never to be repeated.
We cannot understand how this company can treat their customers in such a way.
We first saw the Loch Levan sofa in the Country Living magazine. It was part of a collection by Country Living and advertised as being made by DFS
We ordered a sofa and chair costing £3,000.
We were told it was being handmade to our order.
On arrival the delivery men were unable to attach the feet of the chair in the correct place and informed us we would have to contact the store at Banbury, Oxon where it was purchased. We then started to look at both pieces of furniture, we were so shocked at the shoddy work, staples hanging out, rip in the underneath fabric, bunched excess material causing the feet of the sofa to be misaligned, threads hanging out of the cushions etc etc, it was very apparent that this furniture was faulty and shockingly finished.
We went to the store the next day to ask for a refund or exchange. The manager was curt, unhelpful and informed us we had no rights under the Consumer Act as we had had this furniture “handmade”, she also informed us that should we exchange or have a refund we would have to pay an additional £1,500
There followed five months of hell, communication with DFS is at best
The worst we have ever encountered in 50 years of marriage. Once DFS has your money they simply could not care less. The CEO declined to answer emails, Country Living was contacted and assured us they would do everything to help us but after they had contacted the CEO we were told DFS was dealing with the complaint, after that “radio silence”!
We contacted the Furniture Ombudsman, complete waste of time, they sent a copy of our complaint and the answer they received from DFS stated that all the faults were not manufacturing faults!! I cannot claim to be brain of Britain but if DFS is the chosen manufacturer of the Country Living Loch Levan furniture as printed in the Country Living magazine then if not their manufacturing faults then who is responsible.
The Ombudsman accepted their statement and told us they could not help us.
This has been a truly dreadful experience, we have been stressed, angry and so disappointed. On no occasion and there were many! Did the managers listen to what we were saying, they talked over you and just kept repeating “we can get the repairs done” this furniture was supposedly brand new, expensive and endorsed by a magazine of a high standard. How wrong we were. We will never deal with DFS again and hope by writing this we can help people to avoid a similar experience.
We say again, how is it possible this company can get away with treating people like this.
Geoff and Dee, Oxfordshire.
,”
“Ordered a sofa set in April, delivery confirmed for 27th June, then changed to 29th June, changed again to the 30th of June and changed again to 5th July. On the delivery day tracked sofas in the tracking link and it said delivery number 5. The sofas never arrived and later on the delivery day I received a phone call to say that our sofas had been water damaged during shipping from Asia and they were so severely damaged that they couldn't be salvaged. Was told I had 2 options, to cancel the order free of charge or re-order and wait another 12 weeks for a new one. Awful experience”
