“Finally found an armchair we liked. It was Joules chair.
Samples weren’t available in store, so ordered online twice, waited over 2 weeks each time. Each time they were completely different colours than had ordered.
Rang online sales, told that if I place the order would get swatches in a couple of days (sales patter?). Still waited 2 weeks and again wrong samples. Rang up to find out what was going on. There was a note on the order to say that the samples were not available.
So instead of telling you that the samples are not in stock they just send a random one out!
Then wanted to speak to a manager as I don’t believe I should be paying to return items if they aren’t suitable if I can’t see swatches.
Have to wait for a manager to call you, you can’t just speak to someone.
They would only offer to reduce the collection cost to £99. I’m not risking it so they’ve lost my order.
Once they have the order, they are not bothered, all sales, no care!”
“Shocking avoid like the plaque unless like me you pay £2000 for a suite the arms go flat within 6 months and then you get someone out from Dfs to look at it to get told you haven’t looked afterwards it properly as you haven’t battered it into shape every night bearing in mind they are fixed arms, unless you have money to waste go elsewhere, I am now in the process of looking for a new sofa as this one looks about 10 years old and it is actually only 6 months old. DISGUSTING”
“DFS- Abysmal customer service
Placed an order for a sofa, mattress, and bed-frame on June 2, expecting a straightforward delivery on June 28. Instead, I was blindsided with a last-minute call claiming the order was incomplete. Weeks of exhausting back-and-forth with countless emails, calls, and chats (totaling over 25 exchanges) finally resulted in a partial delivery on August 7. And the sofa? An infuriating chase that lasted until August 23.
The abysmal customer service was both baffling and insulting. Barbara Walker from the Home Escalations team and her manager displayed a shocking lack of empathy. Their hollow promises of compensation were nothing but empty words. Cheryl Drennan from Central Customer Support was equally dismissive, not even deeming the situation worthy of an apology. The chat support? Consistently misleading and downright deceptive.
The incompetence reached its peak with the DFS Dundee salesperson who not only fed me lies about my order status but, as I later learned, was the root of the entire fiasco due to his sheer negligence.
DFS seems hell-bent on only grabbing your money while providing a post-sale service experience that feels like a masterclass in customer frustration. If there was a rating lower than 1 star, they'd have it. Beware.”
“Leather sofa is peeling Weve had the sofa 2 years now and when contacting DFS they said they can do nothing regarding this problem
What a shambles company quick enough to take your money no after sales at all
Don’t buy”
“have multiple orders with DFS for furniture. However my first piece is a 3seater sofa and was due to be delivered in June. The 3 seater sofa turned up with no feet and no Eaziglides, which I have paid extra money for. Now the delivery man gave me the impression that I just needed to ring DFS and they would arrange for someone to deliver the feet in a few days. How wrong was he. DFS informed me that they were not able to add the feet for 3 months!!!...how ridiculous is that. Their customer service regarding this matter has been appalling as they really do not care that they're leaving me as a customer to have an incomplete sofa. I am also a disabled customer with a wheelchair, so sitting down on a sofa that low is actually painful and extremely uncomfortable for my body, yet I have nothing else and have to sit on a cheap folding chair most of the time. To me, the worst part is that you already have to wait months to receive any DFS sofa, so for them to make such a HUGE mistake is absolutely ridiculous. Anybody can make a mistake, I accept that. Its the fact that they do nothing to correct the mistake and they're such a huge company. My sofa was delivered in June 2023, and when I spoke to them, they said nothing could be done and I wouldn't get the feet until September 2023. How can you expect customers to wait that long??? And its not as if their sofas are cheap, nor have I been offered any money back. When I spoke to them about money back they had the cheek to say it couldn't even be considered until the feet were delivered. They recently told me the feet would be delivered abit earlier -10th August 2023 to be exact, and someone would be coming between 9am-3pm, and knowone at all turned up, or even rang to reschedule or apologise for not turning up. I was here all day and didn't leave my house, and once again DFS's customer care is sooo poor that they have said absolutely nothing to me. I ordered this Sofa in April 2023 and here I am in Aug 23 still waiting for a complete sofa with no explanation, no compensation, no refund, no customer care, no urgency to correct things and no turning up with my sofa feet. I am utterly disgusted with all the treatment I have received from DFS, and I haven't even included how horrific my experience has been to order my pieces of furniture because of the sales person who took my order to begin with. It has been a shambles and I am now no closer to knowing what is going on with sofa. If I were you I would forget buying from DFS, their sofas are overpriced, nothing special and their services and customer care are poor. I never write reviews, even with bad experiences but I've never received a shopping experience worse than this, and I'm traumatised- especially when you're spending thousands of pounds on furniture, it's just totally unacceptable!!! Shop locally and get a better experience. I wouldn't recommend them to anyone. No one cares, once they have ur order ur just another order in their system. 4 months after my order date and I still have no complete sofa or Eaziglides and don't no when my sofa will be complete or if I will get any money back. I dread thinking about how my experience will go with my other 2 pieces of furniture which are due to be delivered the end of this month (August 23). Let's see how that goes. You have been warned though and my advice would be to go and spend thousands of pounds elsewhere where you are treated well, and they're reliable and actually deliver your furniture correctly!!! Don't bother with DFS!! They're a big company that fail to do their job well!!”
“They totally screwed up and order and will take 4 to 6 weeks to look at sorting out the problems they caused and in the meantime my house looks like they storeroom.”
“Please stay away from this company .
Was given a delivery date,but obviously no sofa delivered.
After ringing to inquire I was told that they going to reschedule delivery.
Now I have asked for my money back .
Friends did warn me not to deal with DFS.
I'll give my Money to a small business.
Total disrespect.”
“Once again DFS have come up trumps and true to form, have FAILED TO DELIVER.
Spoke with them on Friday 28th July regarding an ongoing issue with my order.
Order place 27th May 2023 - remains outstanding despite numerous emails, telephone calls, even escalating via Resolver to the CEO.
They simply don't care
I have just contacted them after they failed to contact me as confirmed, and have asked for my money back, guess what, they can't do that without an email to god and his son.
DFS, completely untrustworthy, lacking in customer service, stray so far from the truth, take your money and give you nothing in return.
Next stop Trading Standards
Order Number: TAZVBCQ61”
“Omg I searched for an hour was 1 staff on duty but busy with someone. I was there sir at least 45 minutes and had 0 customer service was willing to buy my sofa but ended up walking out as there was no sales people at all”
“Faulty sofa 2300 pound in cash, still under manufacture but store manager at Gateshead merit centre said put a claim in with the extended warranty company basically he’ told me put a false claim in which have now do he was just laughing at me iv got cancer and just want sit down when I have treatment every day and the sofa is not fit for purpose very poor will never use again they just want your money.”
“Paid over £4000 for sofa and chair. Waited over 26 weeks for it. They arrived wet and stained.
Dfs said they’d order another set. Took another 12 weeks.
Mechanism for recliner was faulty and had to be replaced within weeks.
Service engineer said the cushion inserts were soft and looked like they had been there for years.
New inserts were ordered and replaced.
Leg fell off the sofa and engineer said it hadn’t been screwed in properly!
Mechanism failed yet again. Waited two months for part.
Engineer turned up to replace but came without the part!
All this time trying to get their after sales service was complete waste of time.
Leather is just awful. Independent service person came and said that the leather was not fit for purpose.
No help from dfs what so ever.
Not sure why they have a 15yr warranty .
Not worth paper it’s printed on.
Avoid at all costs.
Still not resolved.”
“I purchase sofa 1st of May - today is 1st of June - I chased order and I was advised that my sofa was lost in transit and they do not know then I will receive it or if I will receive it at all.
Customer services are useless - no clear information, no updates.
I asked to speak with manager and I was not allowed
After 5 weeks - I have no furniture and no money”
“The cost of delivery it's outrageous a £100 on top of paying a over a £1000 when I am only 15 MIT's from bury . I got a sofar from Argos 4 months ago it cost £10 delivery with 2men .on you web site say a small delivery charge I don't call £100 a small amount on top”
“I ordered a £4000 suite and coffee table in October last year and as of today I have still not received all the parts. there was a promise that it would be delivered by Xmas and the suite arrived, the coffee table had been promised to me a couple of weeks before that but I suggested they all come together as it would save time and transport costs, it didn't arrive.
Fast forward to 2023 I had to contact DFS again to ask where the table was and they had lost it. Finally at the end of January the store manager from Aintree, Andy, called me apologised for the service and offered a refund of the delivery charge and a £100 goodwill. This I accepted and thought it be sorted. The coffee table arrived at the end of February. T
The suite is uncomfortable and has no lumber support so another employee said in that circumstance an exchange can be done. Today Andy has called me to say that will not be happening and that we should buy a cushion to support our back, He further re-iterated he can exchange suites when he sees fit.
After 15 years of using this company it is utterly disappointing that customer service is not served; use this company at your peril.”
“DFS charged us £4,000 for a sofa and 14 weeks later they still have not delivered. The staff and managers will lie to you to make the sale, and they will not follow up with you when you don’t receive your sofa. They still have not refunded us.”
“Mark, a salesman in Milton Keynes, wanted to sell the product so much that he lied about the sizing. My partner and I saw corneas in the store. we ordered corneas with Spaniards only because the seller said they were both the same size. When the product was delivered and unpacked, I saw that the product was different from what I was told to buy. The cornea was supposed to be L-shaped, but it's not. In the store, the manager says that customers lie because Mark has not admitted to the mistake. I'd be happy to elaborate on the subject in an email if I may.”
“Don't buy from DFS, i had my Sofas delivered today, 3 seater faulty i have been told i will have to wait a month before service man can come to look at it, then how long will i have to wait for it to be repaired? SO I WANT FULL REFUND, take away at DFS cost.
NOT HAPPY”
“As is the case normally, sales part was fine, took delivery of sofas in February.
Contacted the company immediately regarding numerous marks on the sofa that are more than just compression marks. Furthermore, the usb ports and wireless charging devices don't work either. I had one visit from an engineer after the initial call who just came to tell me that he'd get someone out to sort it.
Since then, I've made numerous calls but I'm still waiting to have sofas as they should be.
Have emailed a complaint but only got the auto response acknowledging receipt. I've always had to ring up myself to get any kind of contact, I've asked for callbacks but to no avail.
Sort them or take them back please.”
“DFS left my Father, who recently had a Stroke, with nothing to sit on for a week.
After a failed delivery attempt to a downstairs disabled access flat (with no obstacles), of a sofa that at the time of purchase in the Hanley store, had no requirements for larger than usual access, they have left my Dad with nothing to sit on and essentially bed bound.
He’s made multiple calls to customer services and visited the store twice. Was promised that the item would be reloaded onto the system for redeliver ASAP and temporary seating would be delivered the next day.
3 days later, multiple calls to the customer service line and a revisit to the Hanley store, and he’s only just had a redelivery date of next Thursday, and still no temporary seating.
I have been away for a few days so completely unaware of the situation my Dads been in, but having realised I called DFS myself and got nowhere, other than annoyed listening to “DFS goes the extra mile for their customers” messages whilst on hold!
I was told by the customer service team they have no authority at all to help, they can’t give the stores direct telephone number out, and they couldn’t get hold of the Hanley Stores Manger, who has sole discretion on dealing with this situation.
If this is how they treat someone in my Dad’s position recovering from a Stroke I dread to think how they treat everyone else…absolutely appalling.”
