“I have had a very bad experience so far. Once I received my sofas, I realised there's a problem in the fabric as it makes like a patch once I put my arm on it. I raised my concern and someone from home serve repair came in and saw the issue. I have not heard from DFS for three weeks so far. I sent a few emails for update and no one came back to me.
My reference number is: UAZS01187”
“Can not contact Dfs Llandudno. Absolutely no customer service. Chair leg fell off as soon as we moved it and a hole in foot stool. No cleaning kit delivered which we have paid for. Delivery was not on day, van broken down, delivered next day by two really nice delivery men but phoned first as someone had written cancelled on the order. We ended up sitting on garden chairs and as we ate 80 years old not very comfortable. No one has contacted us to apologise or address these issues. I will have to take matters further. This is rubbish. I am now going to contact director at head office but I will have to write as every phone number is the same and after 30 mins no answer”
“I ordered a sofa when we moved home. Had prior good experiences with DFS and assumed the same would happen again.
After 12 weeks, it arrived. The lads delivering it were lovely but the sofa had a massive hole in the bottom (which they didn't tell me about) and a few scuffs. As they left they informed me the box bit was not on the van, leaving us with half a sofa as we were unable to use the chaise lounge half without the box.
The customer service has been non existent and no one is interested in helping us get it resolved. We have rearranged days for the sofa to be viewed and the 'box' to be delivered, for nothing to happen, spent hours and hours on the phone to be told people will call us back, or it will be resolved soon. This has been going on for 2 weeks and I can honestly say it has been some of the worst customer service that I have EVER experienced.
I will never use DFS again and at this stage, I will just be grateful if someone will come and get this sofa and refund me.”
“Easy to order but extremely poor customer service after that. Delivery dates pushed back for my 2 orders and when eventually it was time to arrange delivery it took over 30 minutes to get through to customer services (all numbers lead you there even if you think you are calling the store). The delivery tracking information didn't work properly as it showed number 12 being delivered when I was number 4. I made 3 calls to customer services and waited 35 minutes or more each time. I was cut off the first time and promised a call back on the second. That never happened. After my supposed delivery time slot had passed my third call did get me a call from the delivery team who arrived 30 minutes later. No explanation or apology. Arm on sofa damaged which prompted a fourth call to DFS and a similar waiting time to get through. 2 days later I received a call back. My second delivery is due today. I received a text yesterday saying DFS had tried to contact me which is a lie. I phoned 3 times and did a Web chat. I waited upwards of 40 minutes to speak to someone each time and even longer on the Web chat. No explanation about why the CDC wanted to contact me. Today the tracking shows my sofa on my second order has been delivered. It has not. Another call to DFS and a long wait to get through led to a firm promise by the person I spoke that he would ring back in 15 minutes. It's been well over an hour and a half and I have no idea if today's delivery is coming. Whilst the people you eventually speak to are nice they do not tell the truth. Complete lack of customer service on DFS part. Overall appalling. If I could give no stars on this review I would.”
“What a disgusting customer service.
Paid £1400 for a double ottoman bed that is “handcrafted” paid for delivery and installation, was refused this at the door and bed was left at front door. Had to assemble myself then the bed has a rip on the base complained last week asked for refund and everyday I am awaiting an imaginary call from management. WARNING DO NOT BUY FROM DFS!!!!!!!!!!!”
“Poor delivery, wrong item delivered , waiting for customer services to pick up the phone must have spend 2 hrs if my life waiting for them to answer the phone ( prior to wrong delivery and then following wrong delivery). Terrible repetitive advertising whilst waiting on hold for someone to pick up. Argument between the delivery driver and the warehouse about who was to blame for the wrong order- it was frankly embarrassing to listen to. No communication about when the correct item would be delivered… then it turns up out of the blue … luckily I was in to accept the delivery.”
“Just before the first lockdown in March last year they where coming out to see my leather 3 seater,2 seater and chair which has gone bald of leather. I took late delivery because of my husbands sudden death but there still coming out to see to it. Customer care, there isn't one. I had to give them 1 star I couldn't go any lower.”
“Delivery today between 1/5 waited in then receive a call from dfs at 455 saying me delivery is still in the docks and won’t be delivered until a months time .Looks like I’ll be sitting on floor for a month as got rid of old sofa terrible service”
“I cannot believe I’ve been sat here reading so many bad reviews of this company and worrying about my furniture. All I can say is there are so many people after compensation I ordered on the 2nd May 2021 and had a estimated delivery of the 16th July my Furniture arrived on the 24th but due to the ongoing pandemic I was expecting much later. The delivery guys were fantastic the furniture is absolutely fantastic. A big up to DFS you deserve it and Thankyou so much and sorry for thinking the worst. You have been fantastic keep it up 👍”
“Horrendous!! DO NOT USE THIS COMPANY!! had a settee delivered 3 months ago with a damaged arm. The settee cost £3000. After speaking to 4 different people and calling customer services 8 times, to be on hold for 45 minutes at a time and then the phone been put down on me after holding all that time, I still have not got my settee fixed! I was told last week the new arm had still not even been ordered by anyone and it might be another 8-12 weeks before it’s even made. After a conversation with the snotty store manager at Sheffield I was told “well we can always come and pick it up!” Great customer service! Absolutely appalling. My husband is now going to have to visit store personally to get answers as all our emails and calls are being ignored! DISGUSTING!”
“I've ordered a sofa on 08/03/2021 and paid in full. The delivery date was set to 23/05/2021, so after 2.5 months.
Close to that date it got postponed to 19/06/2021, so nearly a month longer.
On 17th I've received 2 calls from DFS telling me that they've made a mistake and have delivered the sofa to the wrong distribution center, and that it will take up to 2 weeks to resolve it.
Since then I've contacted them a few times and they kept postponing the delivery date.
Now, after more than a month after their own mess up and 4.5 months since the order date, they still keep postponing it.
I'm requesting a full refund. Companies like this should not exist.”
“Delivery date and time slot cacelled after months waiting. Customer services keep you on hold for ages and a inexperienced assistant could only say But i don't understand what went wrong. Would not give suppliers number to me as against dfs policy. So I've lost a days pay waiting for delivery that didn't arrive but they don't care. I went to dfs and spoke to manager who didn't look shocked. Must happen all the time.
Just have to wait for new delivery date. A month more to wait. Appalling. Would never recommend DFS (delay furniture store)”
“We purchased a sofa bed a few months ago over the internet and due to COVID we could not have any visitors stay over so the sofa bed was not used until about a month ago.
When we tried out the sofa bed for the first time we found the sofa bed not to be fit for purpose as it is so uncomfortable and due to this we had to go out and purchase a blow-up bed for the weekend.
DFS have sent an upholsterer out to have a look at the sofa bed and he advised as the sofa bed is not damaged there is nothing he can do but he did admit that most sofa bed's are not fit for purpose due to the structure of them and that you should really be able to trial them in your home for a few months.
I have contacted DFS and spoke to Paul the manager of the Carcroft branch since the visit and he has advised that the purchase is out of the 28 day's period so there is nothing he can do or will do.”
“I never get that bad experience with costume service like DFS. Total ignore to your calls or emails. Messing with delivery times and dates, left me sitting on the floor for more than a month because of that.No friends or family can come because no where to sit. I still waiting for delivery even don't know when is arriving. And all they blaming corona...My advice never have business with DFS.”
“The delivery arrangement is appalling .You are unable to make contact with DFS delivery team. Kept me all day in the house for delivery without turning up for the delivery. Sales team vey helpful but bad delivery system , will not recommend to anyone.”
“We have just ordered a sofa with DFS, told the Basildon DFS showroom that the sofa would not fit through the front door, but instead would need to go through the back (via our neighbour's with full permission). DFS assured us that this was not an issue. After 2 months of waiting, our old sofa was taken away (via DFS and collection), and the new sofa arrived. The delivery team refused delivery stating that they needed to be told in writing, to their head office, about the back garden situation. They then left. We were also told that someone on the delivery team will try to take off the arms of our brand-new couch - which we did not agree to, as we worry about damage. None of this was on their terms and conditions via email that we were sent, nor were we notified at any point.
After waiting almost 25 minutes on hold with DFS, the most I was told was that an email had been sent. I also just tried to call the Basildon showroom at 5:45 on a Tuesday and was told that they were closed (though their voicemail and website said 8pm).
Absolutely shocking service for such a large purchase, and I have very little faith - please reconsider using DFS for a new couch purchase due to their faulty delivery system.”
“Brought sofa in April,on the 26 June told our sofa had arrived in warehouse.we were told it would be delivered ,on the 2 July. Then we received another phone call,saying we have the opportunity to have it earlier on the 30th June.we were delighted .we promptly disposed of our sofa,ready for the new one.two days before delivery received another phone call,! Informing us that our due delivery date is the 2nd august.we told the lady on the other end of the line about the different dates we have been told.without saying we were lying,she said that it was very doubtful DRs had called us,but if they had she did not know why they had called us telling us these dates.if we were not satisfied call head office.we were calling on and off for days.but did not get through.so went back to store were we brought it.again told don’t know why they told you this!it’s due for delivery 2 august.but would get someone from head office to call you.one week and still waiting.no calls. Fingers crossed will..be deliverd 2nd august.such bad business practice. Got to big to care about its customers.very disappointed.”
“Furniture delivery date changed twice, can not contact DFS as no one answers the phones and your put on hold indefinitely, asked for a call back guaranteed 24hr, no call back. Need information on delivery with regards removal of old furniture. extremely poor customer contact service.”
