“MBZKAOUET
Hands down the worst customer service I have ever dealt with. 12-16 week lead times for anything they stock and no staff member is able to tell you where your order is.”
“I wish I had read these reviews before I bought a leather recliner from DFS , long delivery time and then 4 weeks late, not responding to correspondence, vague answers. I’m calling them DFS , approximate, estimate as everything is designed to give them a get out for poor service. Delivery in unmarked van , they took protective packaging off before delivery in the house, could have easily been damaged carrying through doors and I paid £69 for that . Spent £ 1000 on the recliner chair could have thrown in the delivery I will buy from them and hope that the chair is of a much better quality than their customer service. I won’t mess about with them if it isn’t and will head to the courts if necessary to get my money back”
“I haven't even visited a showroom and there's already slippage. I've tried to find out whether I can see in a showroom a style I've seen online, and by and large THEY JUST DON'T KNOW, adding 'But we've got loads of sofas and they're selling fast' (head office sales team who rang me up with that comment but NO assistance). What person purchasing a major piece of furniture, with an eye for how it will fit into existing decor will just breeze into a showroom and buy whatever is there OR buy online, sight unseen? Not me.”
“I wished I had read the BBC ‘Your Money Their Tricks’ before I bought my sofa
I ordered my sofa from you in February and paid for it on 10th March 2020. I have now emails you about 4 times and had 6 telephone conversations.
I managed to find your complaints email and someone did phone back from this recently.
Chronology of information:-
First phone call on 28th May I was informed that my sofa was being shipped and it was half way here so I should receive my sofa at the end of June 2020.
I phoned again on 18th June and was informed it was definitely in one of your warehouses and should be with me either the end of June or beginning of July. This sounded consistent.
I therefore phoned again on 23rd June and I was informed I should be getting my sofa on 22nd July and it was still being shipped - issues due to Covid19.
I therefore found the complaints email and someone rang me back on 2nd July and took details of my complaint and said they would get back to me.
They phoned again today to say that the sofa was still in transit and is being shipped so they are hoping it will be in the distribution centre by 22nd July but they could not give me a definite date and all of this is due to Covid19.
So they are more than able to blame all of the issues onto COVID and I dare say they will still be doing this, this time next year when I still don’t have a sofa! And they are fully aware there is very little I can do about this.
I have read the latest reviews on Trust Pilot most of which are saying the same thing as me.
This company does not have an effective complaints system nor an independent one. I have now emailed Citizens Advice who can either send my complaint to Trading Standards etc.”
“I bought a 3 and 2 seater Jenson leather suite just over 2 years ago. I noticed last month that the sides of the centre cushion had split in several places. The sides were made of vinyl and not leather. When the upholsterer came he said I would have to pay as the 2 year guarantee had expired. I understand that but did not think that after just 2 years with just me using it that it should have happened. My 2 seater one which is also a recliner does not have vinyl but all leather. I honestly thought good customer service would have been to repair free of charge. I think anyone would expect a leather sofa to be in excellent condition after 2 years. If you are buying sofas check if there is vinyl.”
“Nice salesman then a catalogue of delays and very rude customer service staff. The tracking facility is a waste of time has been saying waiting signed finance documents for last 8 weeks!! Being shouted at by Katie in head office with one excuse after another for the delay and when I challenged her attitude the fact that she is not allowing me to speak she threatened to terminate the call! Bunch of cowboys !”
“It is a shame you can't give a 0-star review!
I don't think I have ever written a bad review for a company before but the experience with DFS is one I will never forget.
We ordered our sofa 5 months ago, 4 weeks before we were due to move into our first home. Penny the saleswoman in Peterborough DFS was very positive and keen to get a sale. She told us that our sofa would be delivered in approximately 5 weeks, which sounded great! We got it ordered, specifically asked for finance and had a great discussion about whos name the finance would be in etc.. We were so pleased with how simple the process was.
5 weeks passed and there was no sign of a sofa arriving, we contacted the customer service team who repeatedly said 'we did not create coronavirus'... but reassured me that my furniture would be with me in 4 weeks, as I asked to cancel and order with another furniture company who would deliver within 4 weeks.. this happened multiple times. At one point they told us that because our sofa was in Poland it'd take a lot longer to deliver than the UK based manufacturers. For a company that prides themselves on making UK based furniture, this surprised me. After just over 4 months of waiting we had a call to arrange a delivery slot!! This, however, was not as good of news as we had thought, as they told us we needed to pay the ENTIRE balance before delivery.. As I previously mentioned, we'd asked for finance. We were told there was no mention of finance on our file and that we must pay our balance BY THE NEXT DAY, or lose the furniture and full 20% deposit. We were absolutely livid, after buying a new build and me being on a nurse wage, we had planned out our finance payments and were not prepared to fork out a grand at a days notice. After repeatedly talking to the useless customer service team, they did nothing to help us. This was an issue caused by DFS, but they had no interest in resolving it. We ended up having to pay the sofa off in full prior to delivery.
All in all, it has been a very stressful journey with DFS and they have made mistakes, not sorted their mistakes and lied to us. I would never buy with them again and it has been more stressful than actually buying our house!”
“DFS have the worst customer service I have EVER experienced - this is going on over 10 weeks with constant calls, emails, calling the store and customer service without any real response - unless you want to be shouted at over the phone and be refused any help/advise for a sofa DFS got wrong - fee free to shop here. Never again”
“Bought suppose to be leather settees paid £3.500 been complaining about them within a year of having them. Being fobbed off, then 3 years down the line the white so called leather started peeling all over contacted the insurance that I took out with them only to be told I'm not covered it's down to DFS contacted DFS who ignored my letters got a reply finally stating I'm only covered for frame work but warranty for the leather is only covered for 2 years which is ridiculous. I got in touch with trading standards who advised me what to do DFS was still robbing me off so I went to the furniture ombudsman who got the ball rolling finally DFS sent out someone to look at the settes he seemed shock said hes never seen it before he said he would recover the leather. But as soon as he got back to the office showed the photos he took they now want to put some kind of paint on my settees to peel the top layer of my leather I'm not happy with their decision as it's just making the problem an I paid slot of money for them I feel like dropping off the settes to the store and tell the costumers not to buy anything from them they are quick to take your money but dont want to help when you've got a problem I will never buy from them again I'd rather sit on cardboard then give them my money”
“Working for DFS, in my experience I find working for them in Belfast store is very poor, the store manager for DFS, not sofa workshop, not Dwell, not sofology, DFS store manager, I found my experience while working there very difficult, if he doesn't like you he will be very transparent and you will find yourself in a very difficult situation where he will use his bullying tactics to push you out and he will make you feel very uncomfortable in your everyday working environment, I personally found myself in a situation where he decided one day to had chiller talk, meaning out of sight of others and he personally threatened me, very hard to believe that in this day and age that still goes on in the workplace.”
“Ordered a wardrobe and 5 drawer narrow 48cm chest from web in June 2020. Delivered correct wardrobe in October but chest was twice the width as stated on description so sent back to depot on same day. Told that the correct chest was being reordered and that should be delivered by Xmas. Then told company in Germany had sent wrong item again. Eventually told that details were wrong on web and the chest was not available. To resolve situation I agreed to two 3drawer chests instead! Currently I am still waiting for delivery. DFS apparently are meant to be calling me today. Just told that they no longer deal with supplier so will not be fulfilling order so I have told them I want a full refund and they can the wardrobe away.”
“Paid over £3000 For my leather sofa witch soon went out of shape Dfs did not honour ther guarantee they wanted me to pay for new iner padding also the metal leg broke which was A manufacturers fault in the casting they Replaced all the legs but they were more Chunky ones I paid good money and sofa looks good but badly made with cheap Materials dfs maidstone are so nice when taking your money but rude and full of excuses when it comes to honouring the guarantee good luck if you buy from dfs”
“Before buying your leather sofa from dfs make sure it's all leather we paid a small fortune. To my amazement it's only 30% leather 1 year later all the cheap pvc is cracking when I spoke to dfs they didn't care the 15 years guarantee is a joke never buy from these sharks.”
“Mattress was 3 years old when I told DFS it had spilt at the seam ( see photo ).
No interest in helping to have the problem rectified as they say the warranty was a mere 2 years only !
How long would you expect a domestic mattress to last ?”
“I ordered a wardrobe from dfs and to say this was a shambles is an understatement. They delivered the wrong size wardrobe and wouldn't swap it for me unless I paid £160 even though I had a valid receipt and the goods were not opened and in the original packaging. I went I to store to resolve the issues and was branded a liar by store staff because apparently i had given the wrong sizes. I will never ever use them again. I advise all people who are thinking of shopping there to think again. If i could give them minus stars i would.”
“Shambles.
Only use DFS is you would like the following.
1) Waiting 4 months for the correct items to be delivered to your house (and i'm estimating at 4 months as it hasn't arrived, so could be longer!)
2) MANAGERS of a DFS store not amending your order from a larger seat to a smaller chair, a couple of days after the order was placed, so he can capitalise on his higher commission, hence leading to a massive delay in you getting the correct items.
3) Same manager not returning your calls on at least 7 different occasions. One of which you were told, "he is on a call but knows you are calling in so he will call you as soon as he hangs up. Should be 15 mins tops". I called them back 3 hours later when i heard nothing out of fear that something had happened to him. It had. He went for lunch.
4) No communication or updates regarding your delivery. The original delivery was due to be in my house on the 11th Dec. No show. called in and told it would be the 17th Dec. No show. Called in and told it would be the 22nd Dec. No use, I'm not here over Christmas, as explained when the sofas were purchased, deliver the 4th Jan please.Wrong items delivered. See above regarding greedy commission. Now today after being told the correct items would be delivered this week, i'm told it will be middle of March.
Shambles.”
“DFS STOCKPORT. The worst customer service I've ever experienced. Salesman, Nicky makes his sales and then refuses accountability afterwards. Spoke to numerous managers, complaints managers. Still nothing has been done. Had to sit on a poor quality sofa for over 4 months. Contacting the furniture ombudsman on Monday. Do not buy from this store.”
“Faulty sofa exchanged for a new one then that one was faulty after 2 months. Changed this fo totally different sofa £500 cheaper. Stalling on giving me my money back been waiting 10 days every time I ring the say it's just been raised and it will be another 10 to 14 days. And I'm still waiting. I have just emailed the CEO but I dont hold much hope”
“We always have our sofas from DFS and all staff friendly until we had sofa delivered and both sofas came with different coloured feet. We rang to explain and we had reply back well you signed for them so tough. We never signed for two different feet so now they are willing to change them after three phone calls were made. The guy that served us very unpleasant on phone which got my husbands back up. If you are buying a sofa from DFS in Cannock ask for Ian as he is a really nice guy and in future we will only deal with himself. I cannot knock the sofas from DFS as always been happy with them.”
