“Brought my first sofa which I loved, within a month it had broken, they said they could take it and repair but I lost confidence with this sofa so fought for a new one.
Waited and waited just for DFS to cancel the arranged day on the day after waiting in for 6 hours!!!
Decided to cancel the complete order and ask for money back!!!!”
“We just bought a new house and purchased 2 sofas. One from dfs one from "another well known sofa company".
Positives.... the sofa arrived earlier than we expected and the delivery guys were great.
Negatives....you have to pay extra for cushions, despite the sofa being advertised with cushions.
We were asked what legs we wanted for the sofa. Light wood or dark wood (I believe some come with chrome bit not ours). We chose light wood. When it was delivered, only 4 legs were light wood. The ones on the corners. The rest were cheap plastic. You don't get told this. Apparently it was up to me to get on my hands and knees in the showroom to check (this is what I was told when I queried it. Both someone from the store and customer service manager explained I should have checked, not up to them to tell customers). Probably some cost saving exercise. But my advise when offered legs.... 1. Check the showroom ones. 2. Ask the sales person are they all one type or do you get plastic ones included. Ps the sofa we got from the "other well known company" all wooden legs. And this sofa was considerably cheaper.
Another issue. When the legs were fitted. One was wonky. On asking the delivery guy its because part is on the base and part is on the stitching. How to fix this. Well the delivery guy wedged a tatty bit of cardboard between the base and wooden leg to even it out. So now my new expensive sofa from dfs has a bit of cardboard attached to one leg so it sits straight!! On questioning the person at the store and customer service manager their response, this is what we do. So basically tough. Nothing else we can do. So whether you buy a £2000 or designer £10000 sofa this is how they would fix it if needed. I'd say that's pretty poor quality. Paying all that money and a fix it some tatty ripped cardboard attached to one leg.
Customer service manager was rude. Refused to do anything. Basically his attitude was tough thats the way it is. If you are wanting a good quality sofa with good customer service I'd go elsewhere. These guys don't seem to care once they have your money.
Didn't feel the need to tell us we wouldn't get all wooden legs, "not their responsibility". And if the leg sits wonky you'll end up with a piece of tatty cardboard attached to the leg.
There is another sofa company and we had excellent service and love the sofa. And we got more for our money!”
“Hi,
I am Aby Abraham ordered a 3 seater recliner from dfs order no m3zlar09u.
Dfs agreed and send me more than 10 messages mentioning it will be delivered on Monday 18th between 8.15 and 11.15 am.
I am working for nhs, and I took my day off any waited for my delivery. At 11.oo as I didn't receive any orders I call customer centre to confirm the delivery,, and they said it will be definately deliver 18th itself. At 3.30 I receive a phone call that it is not going to deliver on that day.
I ask them to cancel my order, they said that they will inform the cancellation team and do that.
I call dfs today to confirm this as I didn't receive any information, your colleague told me that it is neither cancelled, nor going to deliver. He told me they are not going to get any information before Friday.
If you could have be inform me just one day before the delivery that you are not going to deliver, I could have be go and serve some covid patients in my ward.
I agreed to pay for my delivery, so at least you could have been inform me about the delivery changes.
This should consider as a formal complaint and I am expecting a response ASAP.
Aby”
“AVOID this company absolute cowboys awful experience from start to finish. What i ordered and what was delivered were two different things, i've had no customer service, apology or anything from them just lie after lie and left with a sofa thats not fit for purpse and delivered damaged. Horrible company that will do anything to get a sale on, no aftercare.”
“Quick to take your money off you and make false promises / give wrong information. Horrendous at telling the truth, contacting you and giving you your hard earned money back. Great at pretending they're helping and fobbing you off. Greedy commission based. Still waiting 2 weeks later for a Manager to contact us and a refund!!!”
“They called to tell me my furniture is ready for delivery and old furniture can be taken away. Vehicle arrived fo collection of furniture but no delivery of new. Told by DFS it was a mistake furniture is not ready have no furniture house with disabled people crawling around floor on floor it get in and out of loaned furniture. 6 weeks now still no furniture”
“Bought our sofa approximately 8 months ago. Paid extra to upgrade cushion filling and even with turning them they are left with a dip as though a hippo had sat on it. We have bought from DFS for 30yrs bit will no longer after this Maybe they have changed suppliers for the filling to save money, if they have, it hasn't worked! Someone came out to look which was a waste of time as we got a phone message the next day saying basically they do soften with use as it states on the paperwork, but not to that extent & that quickly Every phone number we tried no one answers & it would have been nice to maybe have the money refunded which we paid out for the "superior" filling but i won't hold my breath!”
“Poor quality sofa, absolutely disgraceful looks 10 years old and like a child has made it. Someone has been to inspect today and is trying to pass off as acceptable. Marks and defects in the fabric. Looks dirty. Apparently it is up to the manager at he the Bolton store to decide it’s fate. Going to trading standards. This sofa was £1300 😡 I have included the website picture of what it is supposed to look like. Absolute false advertising”
“This is the worst company I ever had to deal with in the entire UK. The customer service is the worst you will ever see. They do not care about their client one bit. They will ignore you and disrespect you for a £1!
What is shocking, the more you spend the more they will charge you for return delivery if there is something wrong with your order! That's right, if you spend £100 they will only charge you a tenner but if you spend £4000 they will charge you £400!!! Instead of going extra mile for clients that spend thousands with them, they prefer to rip you off instead. So there we are, spend your money elsewhere if you want to get its worth. Want to buy a bed? Sure thing but they don't stock most of them in stores so in 90% of the time you will have to order online without seeing it first. £2000 bed not fit for purpose? No problem you can return it for £200!! and only get the remaining as store credit so its not like you would spend those £2000 elsewhere anyway but now you have yourself down to £1800 hoping the next bed will be at least acceptable because you have no way to see it before anyway! Also they will not care about how you feel or what you say. The managers are so much worse than regular customer service staff although these aren't great either. Is the furniture nice? Yeah its not too bad but for this price you can get sooo much more and better quality for sure. Trust me I now know.. On top of that if you go elsewhere they will respect your consumer rights without charging you 10% of your order to use them. Can you return in your own transportation? No:) They have the right to sc...ew you over written down in their T&C. Avoid at all costs unless you like to be disappointed and waste your money. I recently went to their store to compare the quality to the store I purchased my new corner sofa from. Oh my god what a difference! We paid £1900 on offer and to get anywhere near such good look and quality in DFS we would have to pay £4000! For the price of £2000 there was nothing acceptable and definitely nowhere near the quality and looks of sofa we bought. Not that I would ever order anything again from them, not to mention the staff that work there are terrible but just so you know. AVOID AVOID AVOID!”
“Awful customer service. Cuddler armchair I've ordered and yet to receive has been reduced by £190 and they won't refund the difference even though they have for other customers. Wouldn't even waive the delivery charge as a gesture of goodwill. Feels like a slap in the face and I do not feel like a valued customer. I do not recommend dfs and will tell my friends the same. Just hope they manage to deliver it on time after they've told me numerous times its on schedule.”
“Ordered a 3000 pound leather settee paid in full settee got delivered on time then 3 days later went into my bank account only to find out they have charged me twice and have taken 6000 pound out of my bank account rang them up and they said it is definitely them that took the money out but they don’t know how it has happened they must of charged me twice by accident and we’ll put the money back in your account in the next 21 days that’s how bad dfs is let’s see what happens next counting the days and checking my bank account on a daily basis on day 7 and the money still isn’t in what a joke stay away from dfs you have been WARNED”
“Sofa arrived with side cushion missing, finally picked cushion up a month later to find its the wrong shade. We waited weeks to get sofa then weeks to get cushion now have a sofa that don't match not happy ,but sure they will fill me with lies again”
“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.”
