“I waited 4 months for the sofa which was supposed to take 6 to 8 weeks. It came today without the chair I also ordered. No information about when it will come.
The delivery guys were rude. The were clearly taking the mick out of me. They told me my directions were useless and they just kept turning right (that is what I told them to do). They'd basically gone around the back and needed to be around the front. So I told them go right at the mini, right just before the museam and I'll be there to show you how to get to the right place..
So after they told me my directions were rubbish and had a, laugh about it, they left without saying goodbye or anything. I went out to walk my dog and tjsy started taking the mick again asking me how to get out of the estate. I said why would you ask me? You said my directions were rubbish. They laughed and I walked off. I don't mind banter but there's a time and place and I just thought they were rude. No manners at all. I won't shop with DFS again. Its expensive for average furniture, it takes too long to arrive and the customer service is terrible.”
“Purchased a double mattress for son who at the time was 13 and only 5ft tall, paid £588. Now 3 1/2 years down the line the mattress is useless, DFS refusing to do anything about it. Found out only a 2 yr guarantee, now not surprised as they would not give a longer one as people like me would be asking for an exchange. Got a Marks and Spencer one had for 8 years and still like new, for the same price. Definitely do not buy and mattress from them, go to Marks and guarantee by far better and a lot longer lasting. Worst mattress we have ever purchased and DFS won't do anything about it.”
“Dont order from DFS !
Placed an order for ex display on 1 Feb with promise to get delivery in 2 weeks. It is now 25 March and no news about the delivery.
I have called up customer services 5 times and visited the store 2 times after that , each time store promised a delivery date which they did not stick to and did not also communicate back that they cant deliver in that time.
Also when selling the Sofa they said it was the last piece and will be sent back to warehouse next day if we did not place the order, When we visited the store 2 times later we saw the Sofa and the sale still on it , when we questioned it they said it was another sample not the same one but I am sure it was the same one as it has the same marks we noticed on the other one ! They have lost my trust and my business”
“Such poor service from such a large compnay that give all the talk when u want to buy a sofa in store but not when it’s not been delivered a week and half late and no one can even be bothered to call you back after hours of waiting on hold , then told systems are down , the someone will call back and you never here anything after speaking to over 6 different people ,there tracker online is useless , don’t waste your time with them wish I just went with furniture village who I got my last sofa with”
“Don’t order from DFS
We have been waiting up to nearly 7 months now for our sofa and they want to cancel our order out of no we’re or wait for A Another 3 moths for the sofa they now don’t have the sofa this is so bad since now we don’t have a sofa to sit on .”
“Bought a sofa that was already ready to go and made. its been three weeks and I've paid over £90 for a delivery that still hasn't arrived. ironically the actual store in 5mins away from me so I could have very well arranged my own pickup rather than this bs of having the sofa picked and sent to the distribution centre to then come to me!?!?! ALSO for over THREE WEEKS IT SAYS IN PRODUCTION?!?!?! MY SOFA IS ALREADY READYMADE WTF?!?!”
“I bought a table last November 2021 After promises from the Brent Cross staff that our order will be with us first week of February 2022. I specifically request not delivery that I would go to pick up my order due to DFS abusive delivery charges.
Back to DFS Brent Cross on February, nobody had an idea about my order, after speaking with what it seems was the "manager" she promised me "again" that my order will be at the end of February. No calls from Dfs for a while so I visited the shop again. Now the excuse was some problems with the delivery.
She promised that my order will be on the shop to pick it up in a week so I waited.
More than a week later I receive a call from the Brent Cross branch telling me my order was there. I went next day to get my order and surprisingly my order wasn't there!
No manager at the shop, poor customer service. Nobody knows anything. Dfs taking the money, months of waiting, no items and no money back!. A Totally SCAM! Reported to the Customer Rigths website and Citizens Advice bureau and Ombudsman Association.”
“DFS shame I can't show no stars, they are not really worth my time writing about this terrible company.
PLEASE DO NOT HAND DFS ANY MONEY, THE FURNITURE IS RUBBISH, WHEN IT COLLAPSED AND IT WILL THEY WILL TOTALLY ABANDON YOU. PLEASE SEE ALL FEDBACK ABOUT DFS THEN PURCHASE ELSEWHERE. The 15 year guarantee is a complete load of BS just try and find a number to contact them on which is answered. THERE ISNT ONE.
PLEASE BUY FROM ANYONE BUT DFS. YOU HAVE BEEN WARNED.”
“When the Sofas was ordered, we were told that the seating foam would be hard at first, but would soon soften up - Rubbish, there still as Rock hard as ever after 4 months.
Most uncomfortable, cant sit for more than an hour as it actually starts to hurt !
Went back to their LLandudno branch and tried the same Sofa cushions there ...and they are not the same, they are smaller and much softer.
Also one of the wooden feet was also damaged in transit, told i would quickly get a replacement, That was early December and still nothing. : (”
“I can't believe what happened to me last Sunday at the DFS store in Grantham !!! And now I will explain what is going on.
On 27/11/21 at the DFS store in Grantham, I ordered a corner sofa bed. With all additional options my order value was £ 1968. When concluding a sale and purchase agreement, I decided to take advantage of the 0% APR offer. Jack Donachie, an employee of the store, prepared the Pre-Contract and all standard documents related to the contract. I also received his assurance that if any problems arose, he or someone in the store would contact me. The assurance WILL CONTACT YOU! is key here! For this purpose, I have left all my contact details. Home address, telephone number and e-mail. The waiting period for my cornersofa was almost 5 months. The assumed delivery date was the end of March or the beginning of April 2022. On Sunday 13/03/22 I went to the store to ask when my furniture will be delivered. To my great surprise and outrage, I heard that I would not receive any corner sofa because the financing of the purchase of 0% Interest Free Credit was not accepted by the bank. Of course, I didn't know anything about it. And here we come back to the key assurance "WE WILL CONTACT YOU"! Because none of the employees of the store HAS NOT CONTACTED ME !!! to inform me about this obstacle in the purchase of the sofa. The conversation with the person serving me was more than annoying! Because this employee irritated me by repeating only one sentence. "We called you." When I asked why for 5 MONTHS none of the employees came up with the idea to write me an e-mail or text message or even a letter with information about the situation, the store manager kept giving me the same stupid answer - "We called you". They called but didn't get through. And for them the matter was settled. I think there are still a few options for contacting the client. Isn't it? But this apparently exceeds the competence and resourcefulness of the store's employees. Or maybe they just don't want to do it? Maybe they don't have enough respect for the client and, at the same time, for the owner of the company who gives them the job? Because they certainly do not care for the interests of their company by behaving so unprofessionally. How many more ignored customers like me? Then, to my arguments that there are at least several ways to pay for the thing that I wanted to buy in the store, the manager replied that he knew about it and that someone had called me. To my question and what now? The manager wonderfully replied that I have to re-order the sofa and wait for it to be delivered for another 3/4 months. He even offered a 10% discount as a compensation. Only that the price of the sofa I wanted to buy has changed and it costs more than when I wanted to order last year. So, in fact, the real reduction would be less than 10%. This cynicism on the part of the employee irritated me very much as well. The waiting time for my sofa to be delivered has practically not changed. And in addition, I have already removed the old corner sofa from the living room because the delivery of a new one should take place in the coming days. So now I will be sitting on the floor in the living room for months. Many thanks to DFS Grantham !!!
I wrote a similar e-mail to the DFS client department. I asked Sir / Madam the same question I asked the store manager in Grantham. And what now? What solution do you propose? Because the responsibility for such an uncomfortable situation for me is undoubtedly due to ignorance and carelessness on the part of your staff.
Let's see what will be the answer of the senior management ???
To be continued ...
Arek”
“We have had problem after problem,sofas stitching coming undone,leather coming off,this has been going on for nearly 5 years,they kept saying let us have another chance,and it kept costing me more money.well not this time,I’ve asked for my money back and typically they are dragging there feet!keep away poor quality poor after service too”
“If I could put no stars I would,We purchased 2 electric sofas from DFS Basildon, Biggest mistake we ever made. Sofas delivered with 2 faults USB ports not working and making noise when reclining up and down,reported faults same day, 6 weeks later still not fixed Customer service no help at all 30 minutes to an hour to get through, No call back from DFS store manager whe promised just 1 lie after another. If you are thinking of buying from DFS try ring Customer services first to see for yourself,now sofa base as all gone soft service manager came to look and said would not recommend DFS to anyone he said just how they are and did nothing, still got all the faults. Totally disgusted”
“Order No: 26ZGE0494
Terrible after sales customer service - Ordered my sofa on 3rd January with a lead time of 7 weeks (which I thought was very reasonable). Paid in full at the time of order. No contact at all from DFS after the initial confirmation email. The original estimated delivery date of 21st February came and went. I've made several phone calls to the customer service department for an update, sometimes I'd get a call back, but nobody seemed to be able to give a straight answer. Eventually received a phone call on 3rd March, 2 days after having to attend the store to chase up my order, in which I was told there had been a delay (but no reason why) and it would now be due mid March with delivery end of March!
Yesterday I received the first update email I've ever received from DFS now saying the estimated delivery date will be 10th April!
My old sofa is being collected by it's new owners on 14th March (which was giving me plenty of leeway for a delay on the first delivery date), so now I'm going to be without a sofa for nearly a month. And now after reading other reviews I've lost all faith that I'll even get my new sofa around 10th April! This is completely unacceptable and so disappointing given that DFS have had my money for 10 weeks!”
“I bought sofa set and foot stool in August 2021. Footstool's frame broke inside like a cheap cupboard. I first contacted to DFS October 2021 and they have send someone to have a look. The lady said they will try to replace the base of the footstool or change the whole thing if they can't find the part. It was going all ok. Than I receive some text messages couple of time saying that they are waiting for the parts. And than it all stopped. I have maybe called them 4 times to get an update and each time I have been told them someone is going to call me in 72 hours. And the last 2 calls I wanted to speak with the manager and manager supposed to call me back in 72 hours. I never received any phone call and I am fed up keep calling them. I bought also extra cover worth more than £250 and to be honest I think that's a waste of money as they have proved that they don't care at all after the sale is done. I cant explaine how disappointed and unhappy I am. I'll never ever shop from DFS and tell all my friends and family to stay away!”
“Avoid avoid avoid!
Sofa quality is terrible. All 3 back cushions on our sofa have issues after only 10 days! DFS won’t help us with this at all. They ignore emails, fob you in the store and if you ever get through on phone they say they will get someone to call you! That’s not true! If I had noticed all the bad reviews on here and on social media I never would have come here. Bad quality and terrible customer service literally as soon as you have paid out right for the sofa!!!! I’m so disappointed and upset”
“Awfull quality dispite what was promised , the seats have sagged after 10 months and as a result my posture has been put out and am under the doctor for pain relief for back muscles .disgraceful.”
“Avoid like the plague!!! Waited 12 weeks for my sofa, to be told the company they get them from are no longer do them. I got told my refund would be with me in no longer than 10 working days. Just spoken to them after the 10 working days and have been told I could have to wait another 10 working days because it could be my banks fault! I don't think so! I'm fuming they have had nearly £1000 of my money which I paid straight away for 14 weeks and still don't admit it's their fault!
Also told they don't have a complaints number and an email is better! I wonder why!”
“there has got to be a way to give them - stars absolute utter clowns, paid 1600 waiting 4 months for a sofa to turn up that creaks everytime you move and you can feel wood digging in through the base to that im being told comfort is subjective and that can be normal one of the worst companies I've ever dealt with.”
“If I could give this company a 0, I would in a heartbeat.
My partner and I were moving into our first home together in September 2021. His parents bought us a corner sofa and a coffee table on August 7th 2021. We were told there would be a 10-week wait on receiving the items and we understood completely. We finally move into the house and are told our coffee table was ready to be delivered on the 28th September 2021 so we booked a delivery day and were excited. The day before the delivery was due I receive an email stating that the coffee table wasn't even in the distribution centre, so they were unable to deliver the coffee table. As the deadline for the estimated amount of time it would take to receive the sofa and the coffee table had been and gone I called up and was told that the items were in quarantine for 48-hours and they would call me back to arrange delivery. I received no call. So, I called them a few days later and after a few attempts of calling them whilst being told that my order was not ready to be delivered, we FINALLY arranged delivery for both items. I asked the employee on the phone and they assured me BOTH items would be delivered on the 16th November 2021.
Now we fast forward to the delivery day we thankfully receive the sofa but on the delivery sheet the coffee table was due to be delivered but was struck through with a pen and the delivery driver couldn't give me an explanation as to why it wasn't on the order. A week later hoping to receive any kinds of updates as to where our coffee table is I call DFS again and they are only able to tell me they have called the suppliers but they haven't picked up, so I am told again that someone will call me. Again, nobody calls me or even attempts to contact me.
Finally, I am able to book delivery for 7th December 2021 for the coffee table after having to call them again. The day comes and goes with no communication from DFS about where my coffee table is as it hadn't been delivered or any kind of apology as to why this has taken so long. So here is the 3rd delivery day and yet again no coffee table. I waited until after the new year to call them again and be told that it was an issue with the supplier and that my case has gone to Case Management and they would be in contact with me. AGAIN NOTHING FROM THEM.
My partner and his step-mother have tried to call them multiple times being told different excuses as to why our coffee table hasn't arrived, yet nothing is being done and all phone calls end with us being told somebody would call my number to sort this out in the next 48-hours. To which, nobody did and nothing happened until we called them. Fast forward to the 1st February 2022 to me calling DFS requesting to put in a formal complaint as this had gone on for months with no explanation or even apology as to why DFS were running us around in circles, only for the caller to hang up on me as I start to explain what has gone on. To then receive a text stating "they have tried" to contact me when no phone call ever came through and my phone history shows they hadn't called me. My partner calls them back as I was furious and we finally arrange delivery and have since received our coffee table.
I am beyond stunned by the complete disregard for customer service and lack of care around orders that have taken unnecessary amounts of time. My family and I will NEVER be going back to DFS after this poor service and maltreatment by the staff. If you want decent quality customer service then you're better off going ANYWHERE else.”
“Can anyone who has put a review on about DFS advise me if they have had problems with their San Antonio fixed headrest sofas.
Sofas got delivered and they scratched all my new wooden flooring, after few days noticed sofas starting to make a clunking noise, went to shop in Aberdeen and they said we will send out upholsterer, he then proceeded to tell us the noise was due to our wooden floor and advised us to put on furniture castors, he never bothered to check and see if the sofas had been correctly assembled, armrests of sofa appear to be very loose and I’m not happy at all with the quality, paying £3200 for sofas you would expect them to be better quality. Very poor customer service”
