“Why when we have the patience to wait for 20 weeks, after paying in full well in advance, should we receive woefully inadequate product with faults that your engineer is unable to rectify (in the pathetic 20mins you alocatted him, after we waited 3 weeks), and needed to rebook for a "substantial" time slot, do you not have the courtesy to reply to our messages on your PM's that you have read but not acted upon? Stephanie Thomas is awaiting a response, but the outcome is now somewhat irrelevant as we are already pursuing it through American Express who thankfully we used to pay via as the goods are not as contract, faulty and a far lower quality than those that were ordered. We spent £3000 and the quality is akin to something you would get for £400 delivered new off marketplace. The foam is nowhere near the same grade as we can feel the entire frame and you "service managers" don't return calls and you have to wait for an hour on hold to be told they cant contact he people you need to speak to. If you are waiting for an order from this company I would strongly recommend you do everything you can to recoup your money as as pleasant as all the people we have dealt with our ultimately we are left with a Smart Price sofa that's incredibly noisy and they are not even trying to resolve the issue, just ignoring communication.”
“A scumbag, scamming operation. Impossible to get through to anyone, but I made some inroads that may help others.
If you call 01229 828 568, you will (eventually, keep ringing) get through to the DFS supplier. Tell them you're calling from the DFS store you bought the sofa from (pretend you are an employee there chasing a customer's order). They will ask for you 'acknowledgement number' but just say it's not showing up and give them your Order Number. Then, they will be able to tell you exactly where your sofa is and when it will be loaded onto the shipment. No one else in DFS will give you this info.
Hope that helps. DFS won't like that this info is out there, but then they should have behaved themselves.
NB: DFS PR automatically responds with bull*** when anyone posts a negative review, so do ignore that. Just more of their soft soap rubbish. I ordered this sofa in mid August!
FYI: If that doesn't work, Tim Stacey the CEO's contact details are:
01302 573200
tim.stacey AT dfs.co.uk
And if you wanted to leave a message on his Linkedin:
/tim-stacey-478643a3/”
“NIGHTMARE EXPERIENCE WITH DFS
Me and my husband purchased a corner sofa last year in May in Dfs Tottenham Court Road.
We did visit twice their shop. The first time they suggested us to go back in few days so we could use their 50% sale... but when we went back we found out we couldn’t because they didn’t have discount for all the sofas... anyway...
When we chose the sofa, they asked us to choose which pillows we wanted to go for, soft, medium or firm.
At the beginning we thought the salesman was very knowledgeable and gave us all the information we wanted but unfortunately it was all lies.
He was lying about everything!.
We chose firm pillows because we have back issue, we even tried the sofa with firm pillows.
Very happy we signed the contract and paid some extra to have an additional protection for our sofa.
When we received the sofa after 4/6 weeks, the sofa was totally different! The pillows were very soft and not firm, the sofa didn’t have any protective layer that we paid for... we started to complain from the first day but for Dfs there was no issue. Apparently the salesman got fired or left after few days ... he was lying to people and we are one of his victims... yesterday finally an engineer came and dfs will not take any action to satisfy us... We tried to ask to change the pillows as we have back problems, to change the sofa (paying a difference if there is), anything! But there is nothing that we can do was their answer!
Do you think is this fair? Not for me after 2k sofa...”
“I’ve ordered sofa end of July to be delivered in October but couple days before initial delivery date it has changed to be delivered one month later . I phoned the Store to check as I need it for Christmas and I still had time to get one elsewhere instead if I couldn’t have it by than but I was promised that it will be delivered by the end of November but in worst scenario definitely before Christmas .I just received an email yesterday (3 days before delivery date) that my sofa will(or will not) be delivered to the Store on 25/12 which means I was lied to as it won’t be in my house for Christmas and now I can't even get one somewhere else as there is only 4 weeks left till Christmas.
Order 37ZBT6197”
“They delivered a sofa to my address and the rude drivers snapped at me when I opened the door for not moving the JUNK mail out of the way. When putting in my sofa, he knocked over lamp and it my laptop with a crash. NO APOLOGIES AND THEY WERE NOT WEARING MASKS when I scurried to check if it was ok. When I complained the store manager tried to give a free £30 sofa kit, which I didn't feel was appropriate at all. I called again to challenge this and the person whom I spoke to did not record the incident forcing me to call again the following the day. I spoke to someone on Saturday through their social media whom after emphasising that they were not wearing their masks refunded me their delivery charge. Exhausting and disgusting that they would put a vulnerable person and their property at risk.”
“Ordered our sofas 25 July, promised by the salesman 12-13 weeks but could be sooner.
13 weeks passed 24 October, the tracker has been useless, each time we have contacted customer service a new excuse has been made, from lack of foam (after we had been assured it was on the boat) to "not being able to dock".
Delivery was promised for Friday 20 November, I booked a day off on annual leave, today I received a call to tell me the delivery had been "rescheduled" to the 25th.
We have no faith they will arrive at that point and no faith in DFS at all,the empty promises from the salesman, the unprofessional attitude of customer service.
To rub salt into the wound we received an email from Harry Unis, head of customer service, saying that lockdown would not affect the estimated delivery time, our delivery was already overdue.
I would never recommend this shambles of a company when the head of 'customer service' spouts inane drivel.
Absolutely terrible, shame I can't give zero stars.”
“Purchased a recliner sofa paid in cash very poor quality disappointed in the lack of customer aftercare no interested in trying to resolve the issues I have trying to obtain a refund my daughter and I have had bad experience with this company”
“My snuggled chair arrived with what looks like a cut mark to me, service manager visited today to inform me that it’s not a cut mark at all but part of the pattern of the leather. After disagreeing with him I was told that’s my opinion and that my opinion was wrong.”
“Email saying my delivery would not be affected by the lockdown. Now being told delivery will not be until beginning of December. I ordered 5th September.
Usual claptrap about lockdown and not being able to get materials. Don't sell if you cannot deliver the goods on time.”
“Love my new corner sofa thanks for all your help delivery was great was very professionly set up the sofa and took away all the wrapping recommend dfs great products”
“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.”
