“Spent over £3000 on 3 and 2 seater leather sofas. Received in November, and within weeks the sofa seats are losing their shape and dipping in the centre of each sofa, something you might expect a few years down the line. Spoke to the manager in Liverpool who said "We can't tell you how to sot on our sofas bug if you're inclined to get comfy with your legs up to the side, then this will cause the leather to stretch and shift", i replied with should we not have been informed of this by the sales team member (who advised and discussed at length with us the best suite to buy for our needs) who knew it was our first purchase of a leather suite? He told me no, it is my responsibility as the customer who should have done my own research into everything. AVOID DFS AT ALL COSTS, They are friendly and fantastic at sales, kerching to them, but after sales is a different story. Devastated i never went to SCS where I purchased our last sofas who were fantastic in every way.”
“AVOID!! AVOID!! AVOID!!
We ordered a Bed back in August last year. We were told it should take 8 weeks to arrive. 16th of October we have the bed booked in to be delivered.
16 hours before our delivery slot we get a call from the delivery company saying they were never sent the bed. With a lot of back and forth with DFS, the manufacturing company and the delivery company, it turns out the bed was sent to the wrong depot and is now lost.
So another bed is made. DFS get in touch to deliver the bed on the 30th of November, we are away on our Honeymoon from the 29th of November until the 2nd of Jan 2025 so we push the delivery back to the 8th of Jan.
We get rid of our bed on the 8th of Jan to make room for the new bed, the bed is delivered and low and behold it is the wrong bed.
The delivery company take the wrong bed away.
At this point we are lost for words, the level of incompetence within this company is outrageous. We are now without a bed to sleep on, and all DFS have to say is "Sorry". No compensation, our situation has never been dealt with as a matter of urgency.
They honestly do not care!!
Yvonne Naughton, who we have been corresponding with this entire time, is completely useless!! She has even encouraged us to cancel the order and walk away. It is honestly such a shame, we ordered our sofas from DFS a few years ago and it was went so smoothly, no issues what so ever. I wonder if that's because the sofas were from the brand JOULES rather than the crappy DFS's own brand.
I look forward to seeing the demise of DFS, I can feel its coming soon.”
“Great in store service but appalling after sales service. Delivery date and time passed with no communication. Spoke to 3 different people who couldn't answer my questions.
I have been left with no confidence that my furniture will be delivered.”
“I bought a sofa from DFS in the summer which arrived in mid September. It cost £1050 for a 2 seater recliner. Within 6 weeks the foam padding in the sofa had completely sunk and lost it's shape. The arm rest sunken and dented, the cushion where you sit, sunken, sagging and misshapen and where your legs go the foam is so pushed in and warped the support has gone flat.
Getting off the sofa and the foam is stuck indented and droopy as if someone is still sitting on it. I'm embarrassed for guests to see the state of it.
I can understand eventual wear and tear that occurs after a few years but I got less then 2 months out of it and it looks like someones hand me down sofa.
Not what you expect from a brand new sofa that cost more then £1000.
Naturally I contacted DFS and sent pictures and they sent someone around to look at it. They told me that it was not a fault, it what happens with foam and that it was just something that happened as part of the "natural lifespan" of the sofa. As if that wasn't enough of a kick in the teeth, they doubled and then trebled down saying they not only would they do nothing to help but that I should have bought leather if I didn't want this to happen.
So it's my fault now then?
After spending over £1000, getting absolutely hung out to dry and then essentially told well, if you didn't want your new sofa to look straight out of a junk shop you should have given us more of your money for leather.
If you're going to make such a low quality product you deem it acceptable to be this sunken and substandard within under 6 weeks it should cost a few hundred not over a thousand.
On top of that customers should be warned in advance about the foam in their sofas, given it has a lifespan less then a fruit fly and that isn't even considered a defect!
I don't want anyone else to make the same mistake I feel like I've been scammed. Avoid at all costs and get a proper sofa from a retailer like sofology”
“Avoid DFS like the plague. We bought the Avery sofas last january (now discontinued) Since we got them we have suffered back problems, neck pains and joint problems as the sofas feel as though they are stuffed with bricks. DFS refused to take them back even though unfit for purpose. In less than a year the cable for the lift mechanism has snapped and had to be repaired. Do yourself a favour and instead of wasting a couple of thousand pounds buy a couple of sacks and stuff them with bricks. Not only will they be more comfortable, they will last longer as well. YOU have been WARNED! Disgusting company selling cheap poorly made goods but charging a fortune. Steer well clear.”
“I would give zero stars if I could, the staff in the chester store were rude and wouldn't tell us the various combination prices until we placed an order. They also said we couldn't
see a particular recliner sofa/chair set we were interested in as they couldn't reach an electrical socket. Poor customer service. Would not recommend them at all. Walk away feeling very disappointed.”
“DFS Supplied a Falcon leather recliner and the seat cushions are too soft stuffed with memory foam I weigh 13 stone and sink right down on the seats DFS Rep came round and put more foam into them still not a good surprise give me back ache, I'm very disappointed with DFS and resent payments going to them every month.”
“Absolute rubbish. If you’re thinking about buying a sofa from these people, buy a sack and fill it full of straw.
You’ll have a much better, longer lasting settee.”
“Very poor quality and bad service don’t buy anything from DFS.I was order 2 big sofa and one big dining table with 4 chairs and 2 carpets and 2 coffee tables I pay more than £6000 but when I received the coffee table it has damaged I paid more than £600 for these table and I wait more than 4 months to arrived and when I contacted the costumer service they didn’t do anything. It’s awful service I am not happy with their items I lost the money I will not buy again from DFS and no body buy from him bad service and bad experience.!”
“Extremely disappointed with the poor customer service from DFS. As loyal customers who have previously purchased two three sofas, we expected much better. The sofa we purchased was, for some reason, immediately discontinued after purchase—and it was definitely not a limited edition. Despite this, DFS refused to recall it, likely because it would cost them money. The sofa is so poorly made that we stopped using it altogether as it caused back problems for our entire family. We even had to buy a temporary sofa to replace it.
Shahid, the New Malden manager, ignored our complaint and failed to deliver on his promises. When escalated to Darren, the area manager, things only got worse—he showed no empathy, refused to apologise, and only acted after we mentioned our rights under the Consumer Rights Act. Darren promised to call back within minutes to book an appointment for engineer for the faulty sofa but never did. We also requested an email summary of our conversation, which hasn’t been received.
This complaint has dragged on for years, with both managers showing no accountability. Terrible service—avoid DFS!”
“Bought a corner sofa, it was the wrong side wrong colour , they said I had to pay £750 to make a new one , the colour I wanted they had in the warehouse, still had to pay £750? Asked why as they had one in the warehouse. Throughout all this process I had to go in the derby store 7 times as there is no way of contacting them, if they ring you it’s no caller ID, if you email it’s comes back postmaster no delivered?
Poor customer service, the store manager lied saying the sofa in the warehouse will be delivered at the week end , week half later delivered , again had to go in to the store. Offered a Christmas hamper will come with the new soda .. no hamper .. what am trying to say is they want your custom money and want you out the store, I asked for my £750 as not had a new sofa but nothing , no communication.
I have been so stressed throughout this awful process”
“Purchased a £3000 corner
The long beach corner sofa and swivel chair, two years ago large cushions to soft and you can feel wooden frame underneath
When sitting down or laying on sofa poor quality, have had dfa out twice over past two years and will call then out again , poor quality total cost £3250”
“Poor quality. Made a complaint within weeks of delivery, to head office, customer services and store manager. No one cares. Very dismissive attitude, as far as they concerned, there's nothing wrong and I have no reason to complain. Paid extra for foam fill, was told how much better they are, no plumping, great bounce back etc. All BS. They're awful, flattened within weeks and uncomfortable after about half an hr of sitting. Can't flip cushions to even wear either, as they aren't fully upholstered on reverse. Terrible quality, terrible service. Avoid!”
“We ordered a chair online which in the filtered photos looked great, as it was delivered it was clear the quality was shockingly bad (even got a comment from the delivery team about it) so we requested it was returned as it wasn’t worth £50 let alone the £500 we were being charged for it but we were then told that we had to send it back to somewhere a few hundred miles away and that we would have to either pay £150 to DFS to collect it or to cover the cost of sending it back ourselves (around £190).
It’s so sad to see what company’s like DFS have become and their complete disconnect from the customers and their satisfaction with the product.
We were basically told it’s our problem by the man we spoke to on the phone.
So now I guess we are going to have to give up £150 2 weeks before Christmas to get rid of the thing.
Will definitely be warning friends and family about DFS in the future.”
“Shocking customer services from an online purchase. Manager Mike's attitude was appalling. Ordered sofa in June. Check for an update in September to be told it wasn't even processed. Tried to cancel and they were going to charge a 10% cancellation fee and we were told to be grateful as its usually 20% when I asked why we should have to pay this we were asked "why should dfs have to pay it" December and we still don't have a sofa !!”
“Stay well Clear from this lot
My partner and I purchased two different orders in the space of 10 days totalling over £8000. Before we paid any money we were promised we would have all the furniture in or around the 23rd of November. The only thing they could manage is the dinning table before the 23rd bear in mind this was the only piece they had to order in all the other couches were in the shop in Aberdeen. We got some delivered on the 26th.Cut a long story short after 6 phone calls and two more trips into the shop we are still waiting on the final couch as seemingly had to go all the way to Glasgow then Edinburgh and all the way back up the road again which to me makes no sense whatsoever. Phoned up a few times and just getting the run around to be told i will get a phone call in 48 to 72 hrs.
This is no way to treat people!
Ben”
“Ordered couches 28/7/24 was told 8/10 weeks delivery Arrived 20/11 17 weeks later No communication from DFS at all during this period I had to continually phone them Excuses after excuses not their fault distribution’s fault Delayed coming from CHINA Asked to be put through to Head Office but only got as far as Manager from Stirling Scotland store ?? When my couches finally on route to my house I asked for a goodwill gesture after everything to be told it was not their fault it was distribution’s fault But then said they would refund delivery charge WOW I wish I had never choose DFS to buy my Couches from I will never buy from them again and I will never recommend them to anyone Jacqueline Easton”
“In 2023 we purchased a Leather Three pieces suit From D .F .S Bristol , Eighteen Months on and the head support started to pill ,.D.F.S Sent a person out to inspect the chair and to make a Adjustment to the second chair ,said the filling in the recliner had gone flat and would not be replaced . his suggestion wast to put a Throw over the suit
Returning to the main problem with the Leather Pilling He said sorry but there was nothing he could do and advise me to talk with the store .
A senior member that we had to wait 48 hours before a phone call was made to us ,and his answer to us was , The Damage was probably caused by hair product or any medication being taken ,well if Head and shoulders can do thjs what is it doing to my skin.
This person from D.F.S. must of had a Book on excuss from the comedy club ,as I explained so why is there no defect on the arm rest ?.
So all i can say to you is unless you got money to throw away say clear of D.F.S
We will be calling on Trade and standard ,but i won't hold my Breath . Because We expect They hold a room just for D.F.S. Complaints .
The The Guarantee is not worth the paper it's written on , only buy if you are offed a one year free trail .
Bristol ex Customer”
