“Brought one sofa. The bits of gcame away, structure bucked, came out three times did no work. Report independent came out and showed us what they wrote about us!
It was easier to take them to court as they use every underhand dealing possible.”
“Appalling rude customer service. Will never use them again. Im still waiting for a replacement of my faulty sofa 7 months on. 1 seat is completely sunk and I've had the most terrible experience throughout. Topped today with a branch mananger next level rude unprofessional and uncaring. Every time I have to repeat the whole experience why they can't read their notes first and put themselves in the customers shoes is beyond me.”
“Had a really good experience with an employee by the Name of Simone! She's a really knowledgeable and skillful person who had patience with me while I had my child along. Other employees were kind of aggressive, but when it came to Simone, she had a friendly approach with me and my child. Thanks again and hope the next time that I'm at SFO that I will she her again:)”
“I regret ever ordering from such an unprofessional imp any such as DFS ! Ordered a 5K leather sofa in June and was told there might be an”slight delay”’and delivery around September….I thought, ok there’s a slight delay …I can cope with that. Well it’s now October and still no delivery! Can’t get through on phone so
Instead of pressing option 3 for delivery of an order I decided to try option 1 for Sales and placing an order and guess what?? I got through to someone! Wonder why !!! It seems my order is now coming on 23 November !!! The order tracking online is never updated and until two weeks ago stated 23 August !! Wish I had never ordered from these rude bunch of incompetent people! Pack of liars!! I’m thinking of going through claims court. Never go to DFS!!!!! Absolute shambles!!!!”
“Impossible to contact Parkgate branch.We were due to have furniture delivered on our return from holiday.My husband had a heart attack in France and we were delayed.Now home but my branch is just not answering calls.Have hung on so long that battery died on phone!Can’t get into branch due to hospital visiting.Very frustrating.”
“Terrible after sales service. They profess to have an order tracking system but since we ordered a new suite nearly 11 weeks ago nothing has been updated, it's still saying it's in production with an estimated delivery of today which is obviously not going to happen. I've tried calling their different numbers many times and each time I've been on hold over 15 minutes with nobody answering. I emailed them yesterday and received a response with no answers just fobbing me off. Not even had any courtesy contact from them saying delivery is delayed and at the time of write they are nearly already a week late and we still don't have a clue when it's coming. Do yourself a favour and chose another company who are not just interested in closing the sale then forget about their customers. Terrible, terrible service!”
“Ordered 2 sofas 25 May told delivery 12/14 weeks no delivery and told was made in China, in todays world never in my wildest dreams would I order a Sofa made in China, They told me they did not know when it would arrive, contacted Head office told told on boat would contact 9 Oct for delivery 11/12 th Oct as of the 11th Oct no contact, so another bunch of lies.
This is the first time I have trusted someone for this long normally I just issue papers from County Court cost £40 they can't win so all your expenses are paid back, simple online claim which I will make tonight if my calls are not replied to today,
You have more chance of good service from a man with a van selling to you
Do not believe this company”
“Order a pair of recliner sofas. Were late by two months. When they arrived neither of them worked properly. Had countless service calls. The problems could not be fixed. After a year and a half got them replaced. Guess what, these don't work either. Waiting for engineer to come and fix them. Feels like deja vu.”
“After 20 weeks I have still not received my sofa bed DFS customer service is terrible, they could have sorted out this problem 8 weeks ago by reordering the sofa which they lost this is the worst buying experience I have had in my entire life They do not care if the customer suffers”
“These people just don't care once they have your money and I have serious doubts about their legality. Why is their published customer care email address non existent? Payed for an arm chair on the clear understanding it would be available the following day ...then nothing! no chair, no explanation, useless callback, phone call after 30 minute wait just cut off. Only recourse seems to be reclaiming my money in the small claims court...what a hassle! Don't use these people!”
“Drought two seater sofa and chair from them they were nice and quick take the money we paid for them but when you have a problem they are rubbish customer service you take a long time to get some one to sort it out it is like they just don’t care as I got told I was not the first and would be the last and that was by the manager !”
“Sofa delivered was damaged.Been waiting over 3 months for it to be recovered.Took a day off work to wait in for them to come and recover the whole sofa only to be told when they arrived that they didn’t have time to do it!Disgusting customer service and also had to pay £80 delivery for a sofa we could have picked up ourselves!Even now having trouble getting a refund!Do not use DFS they are a rip off and the quality is disgusting!Issue still not resolved!”
“Awful Service. I have been waiting for a USB socket change on my Sofa from DFS since November 2020. Since this date I have spent a huge amount of time with their customer service team who have advised me there notes on my account are illegible! They are never able to escalate, you can’t speak to a manager, and all they seem to be able to do is get a call back in place……
What exactly is the point of a customer service team that can’t provide customer service??
After losing several holiday days from work and the engineers turning up with wrong or more recently on the 23rd September 2021 no part! That’s right we booked a day off work again to meet an engineer with no part! I complained again to the customer service team who advised the manager from the Measham store would be in touch as this is a service issue they can do nothing. I received no call back and subsequently called them again the next day on the Friday (24th) which again lead to know call back (even though on both occasions I was told it would be same day).
I have even emailed the store directly with the issues advising if a part that is easily fixable cannot be completed I would have to take things further starting with negative reviews. Unfortunately I have received no reply.
We love our sofa, however DFS back end processes and customer service skills is the WORST I have ever experienced and something I would not expect from such a flag ship name. For this reason I will never recommend DFS to family or friends.
Don’t take this risk with these jokers.”
“I ordered an armchair which was delivered with a defect. Apparently, it was only noticeable while assembling.
I asked the guys to take it back but they advised me to keep it and someone would contact me further.
No one called me so far to check on the delivery or to fix / replace the armchair. I have been calling DFS since and multiple times. It's quite a busy line but when I finally got through, they told me a manager would call me back. Still waiting for that call. I have paid for the item in full and prior to delivery and now all I have is a faulty item delivered to my living room.
I'm not impressed with DSF, not a very happy costumer.”
“STAY AWAY from DFS! Damaged product, rude customer service. Completely unprofessional!
They delivered a damaged sofa in July without a care kit. On top of that the sofa came 23cm (half a seat) smaller than expected. Believe it or not but this is a CUSTOM MADE leather product. I reported all this straight at the day of delivery. However, I am chasing since July 21 DFS to re-order a new sofa without any damages and the correct measurements. Initially they were neglecting my emails, it took over a month for them to send an engineer to double check the measurements. The engineer confirmed that the sofa is 23cm smaller and stated that this is far away from any tolerance limits. After waiting for weeks, DFS reported back that this is within tolerance limit of the company.. the sofa is made from real leather and apparently the company tries to make some benefit by releasing smaller sofa. No one informed me during the purchase that the sofa has a tolerance limit over half a seat - if I knew obviously I would have opt out!
To sum up, they are delivering a damage sofa half a seat smaller than expected and then tell me that they will MAYBE offer a "gesture"?!
Absolutely ridiculous!! And all this is happening although I purchased an insurance for the sofa in DFS!!
Stay away from DFS!! I have ordered a custom made dining table from Fishpools and it came at exact measure to the mm! Fishpools is definitely a better choice!!”
“Do not buy from DFS. Wrong colour and rubbish customer service
I regret buying our sofa fro DFS. Be careful as once they have your money they do not care. We brought a sofa, firstly told the the wrong delivery day and sat from 6am -1 in an empty new build. Then it arrived and the pouffe was a DIFFERENT COLOUR to the sofa. Delivery guys said someone will be in touch and it’s been about 2 months now of me calling, emailing and no one has called. I’m disgusted. Wish I read the reviews before. Been told 7 times a manager is going to call. Nothing”
“C**p is the only word for this company, customer service. They are very nice when you buy but after they could not care less. Stay well away from this company go to a local store they may be better. Communicated by live chat email and phone all pointless.
no comeback at all from DFS. If I could I would give NO stars”
“5 times now the due date into the distribution centre ready for delivery has changed, on the same day as the due date. So less than 1 day’s notice each time. 12 weeks delivery was quoted but max 14 weeks. Now 21 weeks. Also lies told by DFS, No 1 was its a shipping container at the docks (made in UK?) 50 years same British Suppliers they say, even on the hold button, when you queue up it tells you how proud they are of being fully British Made. Next it was sat in Doncaster, but on next call they tell us no thats wrong its in Heywood. We offered to collect but guess what that is not possible. Still waiting for the 6th new delivery date. Calling Citizens advice this week to check our right to cancel, which as we can all see on the internet usually ends up in financial threats from DFS to make people pay delivered or not.”
“All they are interested in is getting a sale. I asked if I could change my order - meaning an extra £1K to DFS. This is when I was told no as the order goes straight to China - "this was explained at the point of ordering". At no point when I ordered did he mention China. Total liar. I would NEVER go back to DFS. I shudder to think how long it will take for a sofa I no longer want to be delivered after reading other reviews on this platform.”
