“Had a sofa five years old replaced in one year poor quality top of the range Leather sofa flagship in the shop okay if you don’t sit on them never buy again absolute rubbish”
“manager at ruislip very rude will not take back a pre damaged sofa and have been ignoring a rufund and keep sending out a service engineer and have repeatedly done this. I will stop my remaining outstanding payment for the sofa and let them chase me now”
“If I could have given a zero rating for this appalling company I would.
After 2 years 2 months and £4000, I am still having to fight to get redress on my substandard furniture.
First delivery arrived damaged and had to be replaced. Large 4 seater settee creaked from day one, told this was due to it “settling in”. Now having finally had it taken apart, it transpires that the frame has come away from the springs and the centre part of the frame is split. Outcome; we will take it apart in your lounge and screw a length of wood across it to secure it back together. Really!!!
DFS are surprised that I am not happy about this, why would you not accept this, it’s perfectly reasonable as the furniture is past its 2 year guarantee.
Yes, because for the past 2 years you’ve totally ignored my complaints.
My seat cushions flattened after 6 months, despite that the NASA all singing, all dancing cold pressed foam doesn’t require plumping, just turning as they never flatten; That’s how they sell it to you. But when they do flatten and they can’t be plumped, it’s “wear and tear”.
Dreadful quality, appalling customer service and overpriced substandard furniture.”
“Total joke!
Ordered our new sofa, told it would take around 5 weeks. After just 2 weeks we get a text that it’s ready and want to deliver in 3 days!
Panic!! Room not ready!! So we call and delay.
we keep getting text saying book delivery, so after 4 weeks we call to arrange only ti be told our foot stool is in yet but should be!
So our order is ant actually ready!
Day of delivery we get a call at 6.45am to say the will be with us in 15 min, that’s 7am!!
Sub contractors turn up, unload sofa, it’s damaged and missing holes to put centre supports in! “Don’t worry it often happens and they will come and fix it, you won’t be using the sofa for a few day”
Really, new sofa I can’t sit on!! The foot stool came off the van, wrong colour!
So order wrong, goods not fit for purpose!”
“Rated 0 out of 5 stars
DO NOT USE THIS COMPANY!
DO NOT USE THIS COMPANY!
THEY TAKE YOUR MONEY AND THEN TREAT YOU LIKE YOU DONT EXIST!
Purchased a 3 seater electric recliner which apparently they now make by bolting a one seater to a 2 seater. This was not made clear to us when purchasing in store. The sofa is faulty. It is dangerously unstable when reclined, it rocks and twists. My grandson actually got caught in the gap hurting his arm. Have had a service manager attend who proceeded to add a bolt into the metal frame, this in itself admitting there is a fault. When I asked why the bolt wasn't put in at the time of manufacture, I was told they don't add bolts??? Dfs are ignoring my emails. I have said I will accept a replacement of another 2 seater instead. Now reported to the furniture ombudsman and trading standards.”
“Hi
I ordered my sofa from the Warrington store paid in full plus the £99 for delivery and insulation. It arrived one week late and then the delivery guys could not fit my feet as the holes to attach where not there. I have requested a Saturday delivery because I can not take time off for an issue that was not my fault. I have made several phone calls which is actuate joke as I feel I am being interrogated as to why I am making the phone call. Poor after sales communication for a fault that is not mine. I am left with a sette that is to low and does not have the feet that I requested”
“Awful please please read this the customer services forge documents and will not help you stay away from them they should not be trading I've never ever experienced lie after lie they even knocked are wall down please think twice because if you have a problem with your sofa you will not get help”
“I have spent nearly 2 months trying to get a swatch of the fabric re my new sofa. I've spoken to the store I bought it from, Customer Support and another department that sends out swatches to the customer. I have been pushed from pillar to post and promised to get it for weeks! I have now told DFS that I can't accept a delivery in a week or so as I haven't been able to order the new carpet and decorate due to know sample swatch. They have now emailed and said they will send me out a swatch straight away!! I have cancelled my order and am yet to know what they'll say about that!”
“Brand new sofa , 4 cussions 2 of which are so soft and dip in middle, been told to plump everyday, they look and feel used,been filled by a so called upholstery service manager !! My 18mobth old daughter could do a better stitching , which DFS think is acceptable!! Customer services are absolute appauling don't care about customers being happy,”
“We purchased a corner suite which looked fine, in store.
We placed our order online and received the product which was inferior in quality from day one but the company refused to replace it. They were very difficult to deal with & I will never use DFS again - disgraceful service.”
“Paid £2k for a sofa which arrived in June with a scratch across one of the seats, I sent numerous emails to DFS but I am still waiting for it to be repaired. Since then, the firmness of the seats, backs, etc has started to fail resulting in the fabric creasing. Our of their service engineers came out 2 weeks ago. Still waiting for something to be done despite contacting them numerous times. Customer service is extremely poor from the service centre and shop were purchased from. Do not buy from this firm, go elsewhere.”
“Do not waste your time! Sofa ordered, contacted a week earlier than original delivery date for delivery, good so far, then day before delivery told won’t be delivered and no idea when! Contacted customer service a couple of weeks later to be given a delivery date. Day off work for delivery, no sofa. Called customer service again told was cancelled. No call, email or text to advise and time off work!!! Made a complaint and was told I would be called by a manager within 72hours. A week later I get a call. All the sorrys to be told they were dates to notify the sofa would be in the depot, which was a total lie as I had an email and text to say delivery date and would be contacted the night before with a 3 hour time slot. Was then told I would definitely be contacted on this date to book delivery. Again no call. Waited till well over the acceptable time to chase. Again all the sorries and excuses. I have now been given another date for a call to advise the sofa is in the warehouse and will be given a date for delivery!! Let’s just say I won’t be holding my breath! Appalling customer service. If on the next occasion I am let down I will cancel my order. No sofa during all this time!!!! No offer of any compensation!! Avoid.”
“Ordered sofa, wrong measurements taken by me. Next day tried to cancel. Got to speak to shop where I bought but you actually can't phone the shop leave message with central no get someone to ring. Joke no one contacted told it would take 5 days to get email to manufacturer which allegedly not in this country. Would not buy from them.”
“Misled me for around nine months, promised to fix or replace parts but never did.
Poor customer relations.
Poor quality of materials.
Poor workmanship.
Too many defects.”
“Sue to illness we bought a sofa from DFS and due to poor quality we were able to get a refund .
Instead of picking up the furniture to return to the warehouse they decided to deliver a totally new sofa ..so had to contact them again ..
Never turned up the first time to collect ..
My husband was dying of Pancreatic Cancer at home .
Once they had the furniture they didn’t refund the money over £2000 .
Numerous phone calls and eventually said it was with their solicitors but hadn’t refunded the whole amount .
Five weeks later after waiting for call back agreed the whole amount had been refunded .
I’m still waiting and apparently they can’t find where the money is ..
I certainly haven’t received it .
Very poor service right from the start .nobody seems to know what they are doing .
Now to refer it to the Financial Ombudsman …
They don’t seem to care about their customers.
Also they wanted to take of£250 per year we had the sofa , but I argued that we had raise the issues before Covid and straight after we were in receipt of the sofa ..
So they agreed to refund the whole amount only problem I haven’t received it yet after over three months …
Be careful…”
“Worst company for quality and customer service!!, even at executive level, as they say you lead from the top!!! The best advise I could say is for your health sake go to a company who knows how to look after customers FURNITURE VILLAGE!!!!!..”
“Follow up, its mind blowing how a company like DFS are allowed to fruadulantly keep customers hard earned monies that customers have worked really hard for?, after two forms of evidence stating differently!!.
My case now looks like it's proceeding and I am more than happly to do so down the County court route to get my money back!!..”
“I would not recommend anybody going to dfs for any furniture at all because the service I have had from start to finish has been absolutely appalling, nobody cares and nobody wants to do anything so i am leaving it in tbe hands of a solicitor at citizens advice. So people out there, don't spend money at dfs, the products they sell are a heap of *hit”
