“We had a two two seater settees and a chair recliner very disappointed with them had a service manager out twice telling us the is nothing wrong with the two seater settee only had them 4weeks was told someone would give us a ring not hear from them pay about 1800 pounds for them”
“Very bad customer service still awaiting soafa issue to be resolved from nearly a week ago no one gets back to me or my husband so proberly be taking this matter further to trading standards”
“Worst service you could ever ever ask for. They will lie to your face and justify how they can take all your money and then not deliver until 3 months late...... not 3 months from order but 3 months late...... that is unacceptable when I paid in full
AVOID AVOID AVOID”
“AVOID AVOID AVOID
That's the only advise I can give after having the service manager on visit right now. I am shocked of the lousy service, even after explaining that my daughter fell of the because of too light structure but he wasn't able to see the faults. That's simply miserable.
The prices touch the sky but the quality is as bad as it could be. I am sure you will be able to find a much better quality sofas for same price.
This was at my first and last purchase with DFS”
“Everything went wrong. Damaged sofa on delivery. Sub standard materials and workmanship. Three engineers unable to fix simple broken leg problem. Sofa rejected. No offer of any compensation even though this left our family furniture less got months. Do not use DFS unless you want to waste money and get nothing but really, really bad service.”
“I bought 2 new sofas in July 2018. They looked great. To be clear about the usage, I am a 13 stone man in my 50s that lives on his own. I have a very laid back teenage son with me 2 nights a week and friends round once a week on average. The sofas have a very easy life. However within a year they were knackered with huge dips in certain places and friends would comment about disappearing into the holes. To sit in certain places requires a cushion under one side of your body. DFS idea of customer service was to send someone round with foam and stuff some more under the seat. Predictably this wonder fix lasted about a month before compressing and they then offered to send a man with more foam. Covid lockdown meant he couldn't come. By the time that was over the warranty was nearly up. I reopened correspondence and requested a better solution than another restuffing that would last another month at best. No better solution was offered and as soon as the warranty period was up they stopped replying. Now I have to stuff the sofas with old clothes and duvets to get anything like a comfortable platform and place cushions in dips. Sofas look great but very uncomfortable. The design and quality are clearly appalling and customer service on a par with a very dodgy car salesman. Cowboys. I will never ever purchase from DFS again.”
“I want to complain to the employees of the DFS store in Romford! We applied for a sofa with a deposit of £ 300, the employee assured us that the deposit will be returned immediately upon refusal! we agreed! after we were denied funding we asked for the deposit to be returned to us, but the company told us that we had to wait 3 weeks! that was our last money! today we went to the store on the spot, but the employee would not explain to us why she let us down and instead her colleague was extremely rude and told us that this is the situation! when I asked him my daughter and we where to sleep, he answered he does not know me and regrets! now my daughter is 2 years old and we literally have to sleep on the floor for 3 weeks because they didn't do their job! if they had explained to us that we would wait 3 weeks for our last money, we would have applied for funding without a deposit! extremely unprofessional and arrogant attitude!”
“DFS tried to deliver damaged furniture to our home so all items were rejected before they came off the delivery truck.
When the store was contacted the manager stated consumer protection legislation is overridden by their own policies. The staff I spoke to were rude uncooperative and clearly ill informed. Despite telling them six or seven times I wanted the order cancelled I was told I can’t do that. They intended to clean, repair and dry out the damage to the furniture, that I hadn’t even taken possession of and return it to me.
Despite not wanting furniture that I would now class as seconds there was no room for compromise from them. In my experience of DFS some of their staff are blatant liars. Dfs please feel free to contact me for further detailed information and evidence.
Please avoid this company and spend your hard earned salary somewhere else.”
“Please avoid avoid avoid ,They send ex display used sofa instead of new one and the manager Phil in Llandudno he is big liar ,he doesn’t deliver his promise and the head ever worse ,they say follow them policy,please be very careful if you decide to buy from them check all your items when it’s delivered, make sure they are right otherwise you enter endless circle of lies”
“Settee to big to go through standard door frame, they forced one half in damaging door frames and ripping lining underneath. Left other half outside over night, lucky it didn’t rain , at to pay window fitter to take window FRAME out , then reinstall at our experience . Should have been told not all will fit through standard doors. DFS don’t want to know. Wouldn’t order with them again.”
“£4,500 worth of sofas delivered three weeks ago, the delivery men damaged our new oak flooring in several places whilst putting the furniture together.
At first they denied it, then they told us they would report it and get a call from the manager at Ashford, no call, no apologies, so we had to call them.
Was told no damage was reported but they would sent someone round to have a look in a weeks time.
Came round to look and also sort out a crease in the leather headrest.
We were then called in and to our horror, found he had coloured the dents and scratches in with a black pen and wiped a bit of lacquer over it.
The floor cost £1000 & had just been laid, so why did he attempt a repair without asking us? Why would we accept that he tried to make the damage look like wood knots?
I told him this was not good enough, so he said he would get someone to call regarding compensation.
Was then told no manager available for almost a week.
Had a missed call a week later, to be told to call back, called back and told the manager was off for another week, no other staff qualified to deal with our complaint.
Was told we would be called first thing today as a priority... almost midday and no call... phoned four times to be cut off at 5 mins, 22 mins, 8 mins and 25 mins.
We hate leaving bad reviews, but this is not acceptable.
We just want our floor put back to how it was before DFS entered our home, nothing more, nothing less.”
“This company is ridiculously bad. The number of issues I had ordering it in the first place and communicating with them while waiting for the sofa to be delivered should have been a warning sign.
When it did arrive it collapsed within two days and I spent weeks trying to report and resolve with no result. Finally I asked them to take it away and refund me. They collected it but I still haven't had my refund. Wish I had gone elsewhere in the first place.”
“Had nothing but problems for the last 18 months from new and numerous repairs, which haven't worked. Finally came to a verbal agreement with store manager then for him to withdrawn. Now only option is to issue court proceedings. Will never use DFS again or recommend.”
“Customer service is awful. Tracked my sofa it states its been delivered when it hasn't, Customer service are absolutely no help at all. Same generic response from advisers. Its has gone past the time slot that i was given, and still nobody has called or contacted me. Absolutely rubbish!!!”
“Honestly don’t bother! Once your items are delivered no one cares if they are broken and every time you phone you wait for at least half an hour only to be promised a call back that never happens! If you order anything other than sofas, this is outsourced to another supplier that doesn’t even answer the phone to customers or DFS. The products are poorly made and not worth the money!”
“Last June I bought a new sofa and footstool online from DFS. When it arrived, it turned out there was a warehouse mix up and the footstool was not there. I waited another week and when the footstool arrived, I realised that the colour was completely different to the one that was displayed on the online image. I sent DFS an email saying I wanted to return the item and I also requested a phonecall back. I was told someone would call me back within 60 minutes. I did not receive an email or a call back. I emailed and requested a call back the next day, no response. I did the same thing on the third day and still got no response. On the fourth day I rang the local store here in Dublin who contacted the web manager and assured me someone would call me back within 24 hours. The next day I got a missed call and was asked to phone back on an 0800 number. When I dialled the number, I got a disconnected tone. I don't think the number was accessible form Ireland. I finally spoke to the web manager on Sunday, 6 days after I had initially tried repeatedly to make contact. I was then told, they would collect the footstool but that I would be charged 20% of the cost of the item to go towards the cost of returning the footstool. I was very angry at this point. I explained that this was not made clear on their website, that it was not my fault the footstool was not the colour that was shown on screen plus I had wasted so much time during the week trying to contact them. It fell on deaf ears. The web manager refused point blank to take any of this into consideration. Their customer service is non-existant and while the ladies I spoke to on the phone in store in Dublin were both really helpful, the web manager showed me little understanding, whereby I felt bullied into accepting the charges. I would not recommend using DFS- from the start their service was abysmal and their returns charges are not made clear on their website, which in my opinion, is hidden into the terms and conditions in a way is bound to deceive their customers.”
“Expensive flat packs from DFS. I have a king size bed and 4 bed side tables to put together. The installation and removal of packaging was not offered. See the photo of my £199 bed side table. I have 13 pieces of nuts and bolts and 13 pieces of wood. Be aware that your furniture will arrive as a flat pack and they do not take returns as items are manufactured especially for you!!”
“Went 3 times to DFS to buy a sofa. Second time we have been told that we couldn't order the sofa we chosen because codes weren't on the system. According with the vendor it was a new item therefore it takes longer to sort out. We gave our number to be contacted once the issue would be resolved. Been contacted to go there Friday to order it since it was now on the system. Left Southampton after work(4:30pm), took us 45 minutes to arrive due to horrific traffic and only at point of ordering we have been told that the delivery wait would be 20weeks (January) since it was out of stock. Question: why have we been even asked to go there?
After this we have been asked if there was any other that we liked in the shop since others may not have such a delay in delivery. Really!!! Why have we been asked to go there in the first instance if the product was not available and why couldn't we order it online?! It sounds more that they did on purpose so we would by something else. Disgusting and disrespectful!”
