“Furniture delivered in July, immediately saw couch was sagging. Complained. Two appointments cancelled by DFS to see item. Finally on 4th October person visited and agreed foam has collapsed. Order replacement foam. Following day noticed couch uneven. Two visits to store ( as DFS do not answer the phone or emails) Finally a visit today and person took couch apart and put back together. When I asked about foam was told 14 to 22 days but was unable to advise if from date of order or when? I stated that as this piece of furniture is defective and they were advised the day after delivery I am entitled to replacement or refund. I was told no, so I will let the ombudsman decide on that. Customers are treated like an inconvenience and constantly given contradictory information by DFS staff. I am now left with no alternative but to take this matter further.”
“I received my suite in March had to phone in May because all the was not fitted proper and now I have found e holes underneath the settee could I have a discount”
“Amateur service from DFS. Originally, the person taking my order on the phone ensured me that the sofa bed we were ordering would reach my living room through my slightly-narrower-than-usual corridor and living room door. After many weeks' wait, guess what? It didn't go through, leaving us in the awful position to find an alternative with little time available.
Next, DFS insisted on organising a second attempt at delivery, despite my protestations that it would not work. Obviously, the second attempt turned out to be a failure, leaving us with some more scratches on the walls.
I then called them to ask for a refund for the sofa and was told that the dedicated office would surely call me to do the refund within 24 to 48 hours. I had this conversation last Saturday morning, it is now the Saturday night of the following week and we are still waiting for the call.
In a couple of words: Avoid them.”
“Worse company to buy furniture from.
there are all polite in the shop taking your money, brilluant customer service there and than blam you don't get your goods when on the month when the furniture should arrive and then they don't want to know, when you phone up customer services just that it will be late and keep me updated which they don't, I have had to do all the phoning to them. I would of put no stars but unfortunately I couldn't
please do not use DFS you will not get your furniture when you when would like it, all you will get is stress
It has been the most stressful time ever and it's still going on”
“I ordered a sofa from DFS in August and was told an estimated delivery of 29 November and definitely before Xmas , I have since received an email stating it will now be 3 February next year. It’s absolutely unacceptable 6 months not 13 weeks as stated on the contract. I wouldn’t shop here again and advise people to shop elsewhere. DFS stands for DREADFUL FOOKING SERVICE. Buyers beware !!!!!”
“Terrible service … I ve never brought a new sofa before so trusted Dfs to deliver the best experience . Ordered in July the sales assistant said it ll be around 3 months give or take .. which was fine . Dfs emailed beginning of October to say it will be in the warehouse 10 days later, now I was told that when you received this email the sofa will arrive around a week later . I was on holiday that week and got rid of my sofa expecting a new sofa when we retuned .. my neighbour was going to let them in ! I m still waiting for the sofa to arrive !! A million phone calls to the worst customer service I have ever received, at first they joked they didn’t know where it was then lied to when it was coming , one girl laughed at me when I said we had nothing to sit on and were living in bed … no one explained where it was , why they sent an email out saying it was or coming in . I asked 3 times to speak to a manager no one phoned back I asked twice to complain no one phoned back … when Dfs did phone to say my sofa maybe coming in at the end of the month they told me they don t offer compensation but they will take off the delivery charge … are you serious £69 !!! We ve had to sit on the floor for 2 months !!!!’and no support from customer service … Dfs you are terrible !!!!”
“There was quite a delay in getting my sofa and chair but well worth the wait. Looks great electric recliners work perfectly. Delivery men were great rang before delivery and put everything together for us, even took away all packaging. My advice is to be patient and hopefully you will be as happy with your delivery as I have been”
“Missing items
After ordering a side in a shop and that being entered wrongly. We’ve then had dates of deliveries given to us and failed on those dates. After a month and a half of waiting from our first delivery date to actually getting it delivered. Our sofa turns up with a chair missing. This is awful service the customer service agents were unhelpful and said they couldn’t do anything. Will never use again!!”
“Avoid this Company like you would your worst enemy. At Senior Managerial level they just simply ignore your emails of complaint. They are incredibly arrogant and consider themselves far more important than there Customers. DFS are simply the worst company that I have ever had dealings with.”
“I have been waiting since May 2021 for my sofa to be delivered and was advised it would be delivered in Aug 2021. It has now been six months and still no sofa. They initially advised Covid was causing the delay. No one ever calls me back as promised. I have been told for the last few weeks that it has not arrived in their depot yet but will arrive on Monday and I would he called on the Tuesday to arrange delivery. This has happened three weeks in a row now and each time they say there is nothing they can do but email the manufacturers. This is an absolute joke, do not order a Sofa from them, there customer service is appalling and no one is willing to take responsibility and give me a delivery date or at least some answers. Worst service I have ever received!”
“6MONTHS NOW & NO GOODS! Stay away from this company & check all sites properly, trust pilot has two DFS reviews!! DFS.ie every review saying same thing, NO GOODS!!!
ABSOLUTELY appalling company!
It is now 8th November sofa ordered 6th July
Friday 5th November i recorded the telephone call, I was advised the sofa has already moved from the manufacturer and will be ready to be delivered one day next week! Meaning week commencing 8th November! The customer service advised she would call me 9th November just to ensure I have a delivery date!! Oh what a farce!! The tracking email has advised it’s now a further month away! 9th December! That over 6 months from date if order!
This is my second poor review and it will continue here and now across all social media until the goods I paid for have been received!
Please please go somewhere else because you will be waiting for a VERY VERY LONG TIME!
So before you decide to give a great review, remember the promise of 12 week is not reality! In fact you could be waiting like me 6 months and more with little or no communication except of a crappy little email telling you “ I’m sorry you sofa is no longer available” until infinity!!!
Reference: WHZJ21473
I think customers need to add their reviews to include 5 stars so that the ever so grateful and happy customers can actually read the true reality of ONE STAR CUSTOMERS! Which incidentally gets buried amongst the DFS buyers!
Be warned!!!
So 6th July! 5th September 9th September, 24th September, 11th October, 18th October, 24th October, 8th November!!
NOW!!!! 9th DECEMBER! Just an email nothing no compensation no apology no explanation nothing!”
“currently witnessing the worst customer service with DFS. Ordered two sofas in May and were delivered in August. One was the incorrect colour. Delivery team were friendly and apologetic and advised they would speak to the HQ to sort it. 3 months later still no clarity on when the new one will be delivered, unanswered phone calls and emails - nobody seems to care. They have taken thousands of pounds from us as a young family. We want to be refunded the money until rectified but nobody seems to care. Worst service I have ever seen.”
“Absolutely AWFUL customer service. I have been waiting for my sofa for 24 weeks. Whilst their website tells me it should arrive this week after chasing over the phone AGAIN I am told they don’t think it will be ready until December. They have never taken the initiative and called me first and their ‘Managers’ each give you different information when the eventually call you back. This is my third sofa from DFS and I cannot believe their lack of interest in the delay. I have been promised Loan furniture only to be told that actually they don’t have any. My delivery date has now been put back 6 times and I highly doubt I’ll even have it by Christmas. Disgusting when the sofa was ordered in MAY! The frustrating thing is when they told me the delay was with a fabric shortage in the colour I chose I said I’d change it and they told me that wasn’t necessary as it wouldn’t be delayed again yet they are still selling the sofa in that colour!!”
“Do not buy from DFS!!! Terrible customer service. Waiting since June for replacement of a defective sofa. Multiple fails from requested call backs (Never Happens). Out and out lie from the Manager from Llandudno when he said the replacement would be manufactured in UK and with us by September. New due date is later in December. Do not buy from these.
They claim they want the order number when answering reviews but still no action. (Order number MAZJ10254) If I could give it a negative number for the review I would. They don't deserve a star. They still want further monies from us before they will issue a refund! Sounds like they are in desperate times.”
“Where to begin……..
We placed our order with DFS on 6th August in the Paisley store and after the time of purchase we were advised a window of October for delivery. Upon checking online after weeks without contact we were advised the estimated date was 19th October so we proceeded to get rid of our old couches assuming they would be delivered on the given date. The 19th October passes and don’t hear anything. The next day I phoned the store to ask when a date would be arranged and advised that it would be the end of October and that I would be called. The week commencing 25th October 2021 I spoke to someone on live chat to ask when a delivery date would be again as this was the last week in October to then be told that there is a new estimated date for delivery week commencing 8th November.
Upon hearing this date change I was not happy, Mainly for the fact I had to go chasing this and there was no contact with myself or my wife. I went into the Paisley store the same night to complain in person and ended up speaking to the manager on shift which went absolutely nowhere. He proceeded to make it up on the spot saying that our couch might be ready or it might not be ready which was not helpful at all. He also advised that it could be another 4 weeks minimum and when we asked why this is the only answer we got was “It could be the worst case scenario” but we weren’t believing him. He then said the ball is in our court, which it clearly wasn’t which we also mentioned to him as weren’t getting a straight answer. He asked us to give him 48 hours and he would call us with an update which I said no and want a call the next day with an update. He agreed to the manager on shift the next day will call us with what is happening.
I get a call from the assistant manager on shift the next morning as promised but with no further update. I then expressed my anger and frustration to her and she agreed to chase this up for me and the on shift manager that day. A few hours pass and get a call from the manager on shift with yet again no update other than what we have been told. Once again I express my anger and frustration and said I just want to know where we’re at. He then said from the looks of things our couch wasn’t in production yet and the date of 8th November meant that it will start to go into production which I was livid about. I then asked why no one could tell us this and he apologised and advised he would call me with more information at the end of the week. I refused to wait that long for an update and requested I be called each day with an update so we know where we are as ideally, we would have been running 3 weeks over our waiting time. He agreed to call us each day with an update.
We get an update call from another assistant manager the next day with yet again no further update and no information. I once again expressed my frustration and the assistant manager said the same manager from the day before would be in later and he could look into this further. The manager phones me later on in the day with, yet again, the same information but this time saying it’s due for delivery 8/11 and no longer in production but couldn’t confirm this. I once again tell him that I am not up for being messed about and he then apologised and then said that I was harassing him in asking for a call each day with an update which had me furious. I then said it’s not harassment as we had handed our money over for couches that we still don’t have and all we want is to know where the process is at but all he could tell me was that it was harassment I was causing him. We go back and forth with each other and he then says to me “if you’re not willing to listen to me I will hang up this call.” This again got more angrier that we were in limbo and no one at DFS was willing or able to tell us where our order is at. He then threatened me by saying “any more harassment off you I will cancel your order, goodbye.”
As you can imagine this didn’t help my stress levels. My wife, after requesting call from the complaints department on the same day, was informed by someone at the complaint centre to advise of the current situation and what had happened previously. The person she spoke to was more informative about the process than what anyone in the store had told us and advised that there was a delay in all orders and apologised for not being told of this and went on to confirm that it was still to go into production and will be starting on the week commencing 8th November which we said okay to.
After sitting on it for under a week and finding another supplier whose couches we liked, were much cheaper and got delivered later in the week (they actually did!), we then decided to cancel the order with DFS which even that was a hassle. We went back down to the Paisley store on the 2nd November to cancel which the manager on shift last night started by saying he’d need to check if the couches were in production and he couldn’t check it until the next day before he cancelled which had us furious. We refused to wait and ended up saying to him how we were advised we could cancel any time with the first manager we spoke to and how the other store manager threatened to cancel our order. He then went away and emerged 5 minutes later with a change of tone and miraculously saying it was fine and it was cancelled. We got confirmation via email it was cancelled. All we have to do now is wait and see if they refund us in time.”
“Terrible service. I wish I had never bought a Vinson 2 seat recliner.
It stopped working within a week. I am still waiting for it to be repaired. (3 months later). DFS support is rubbish.
Ill never recommend DFS to anyone.”
“Appalling customer service, I have never experienced anything like it, stay away from dfs
Delivery didn’t turn up, no communication and when I eventually got through to speak to someone, they promised a manager would call me back and still waiting”
“Absolutely diabolical customer service! Ordered my sofa back at the start of June and still have not recieved my sofa. It is now 8 weeks late, making it 20 weeks from order and date being changed 4 times, and no one actually cares. Have been passed from pillar to post but no one can give me answers, including management. Arranged for delivery last week but driver was unable to deliver due to running out of time. Although was initially told driver had broken down. There is no sense of urgency to get my sofa delivered, even though we have told them several times we are without a sofa after being asked to make sure our house if accessible and free of obstacles. DO NOT BUY FROM THIS COMPANY!”
