“Ordered sofa in September. Happy to wait until December for delivery. Day of delivery arrived. No sofa. No text nor phone call to let me know what was going on. Rang Customer Service numerous times to be told there was a problem with distrubution centre. Waited few days still no sofa..went to my local store and they said exactly the same that there was a problem with distribution centre and couldnt tell me when it was being delivered. I asked for refund..dont think my sofa even existed..had no phone call or text apologising. Awful customer service!!!”
“We ordered our sofa in July 2012, we were told it would be a wait of around 12 weeks… it’s now the 12th of December it’s been 19 weeks we’ve had 2 scheduled delivery dates both days nothing arrived. They then tried to deliver half of the sofa to our old address and said we would have the other half by April 2022.
I was lead to believe that all of the sofas are handmade to order in the uk,, but later found out the sofa we ordered is actually made in Thailand.
The management within this pathetic company is nonexistent, I wouldn’t be surprised if dfs ends up collapsing due to the vast amounts of issues it’s having.
Today we cancelled our order with dfs and have bought a sofa from a reputable and far more reliable company,, I suggest that anyone reading this does the same.”
“Avoid purchasing furniture from DFS, otherwise you will probably be very disappointed. We really regret not studying all the review sites as we now see there are many negative experiences suffered by their customers, largely relating to deliveries.
Initially when choosing the chairs in store on August 25th 2021 we found the process OK. Product suited our needs, price good, and helpful advice from the salesperson Ben. There was also another major factor for placing the order. Although there was a 16 week wait for delivery, we were promised our chairs would arrive before Christmas. Unfortunately we were later to learn that was a hollow promise. On 22nd November we received a tracking message saying the chairs were manufactured, on their way to the distribution centre (7 miles from us) and would be delivered around the 13th December. Great news we mistakingly thought but later found out this was a big DFS lie. Then on the 7th December we were informed our chairs would not be delivered till early January 2022. The excuses given are all the supply chain ones currently being used nationally. However all these factors were occurring when we placed the order. Why DFS, were we not informed of the possibility of a late delivery then? The answer is that once DFS have your payment they just don't care about the customer.
The latest update is that the delivery date has slipped again, that's totally unacceptable. The chairs are not expected now at the distribution centre till the 17th January, so won't be with us till at least the 20th. That will mean a wait of 21 weeks but if the past frustrating experience is anything to go by, we quite expect the date to slip again.
Getting any response or sense from Customer Services is a joke. Harry Yunis, Head of Customer Care, and his pathetic team, should be ashamed of their response to customer's problems. They either don't respond to emails or phone calls, or when they do they are arrogant and unhelpful. The worst customer services I have ever dealt with. In fact I have been advised by the store to communicate with the manager there due to the lack of confidence by the sales people in their customer care colleagues. Not a great advert for the business!
We are just one customer of many that are currently disgusted and angry with DFS's performance. Will never buy from there again. Terrible company!”
“Delivered wrong chaise settee on 04/12/21. No response from emails, calls or webchat. Constantly given the brush off. Chaise at wrong end with damaged cushion. Customer services is a joke. Ordered 28/8/21.”
“Our whole experience with DFS was and unfortunately still is a NIGHTMARE..THE WORST CUSTOMER EXPERIENCE EVER. WAITING 6 MONTHS FOR SOFA, PAID FOR IT AND STILL HAVEN'T RECEIVED MY ORDER. PLEASE READ THE WHOLE STORY. To begin with we have placed our order in store in Westfield White City with Amir on 13th June and was told the waiting time was from 14 to 18 weeks. After receiving a confirmation email we found out the order was placed incorrectly, we couldn't resolve the issue with customer service so had to go to DFS store again..once order was amended the delivery time was extended-this clerical error did cost us extended delivery date.. According to the website our order supposed to be delivered on or around 29/9/21 but the date was changed without any update from the DFS to 4/10/21. Tried to contact customer service to find out what's going on but they either don't answer (unless you have 40min to hold the line) or never call you back! On 22/10/21 they have finally contacted us just informing our order should be expected in store mid Dec! No apologies, nothing... We just moved in to the flat and been already struggling without furniture but waiting 6 months is just taking a p***. Had to go to the store again.. Store manager Johan said its unacceptable that customer service haven't offered us any solutions. He offered a spare sofa which also admitted should be offered to us long time ago.. Sofa arrived 29/10..not without issues of course. We're told they will text 30min before arrival scheduled by 6pm. Delivery came late, no communication again..delivery company was rude to us, only said that's not their fault, my partner after the whole day waiting went out to a local store, delivery driver have called him at 7pm- standing in front of the block saying if he won't turn up in 10min they will go... We went to store again.. Johan said how sorry he was, that delivery company's behaviour was unacceptable and offered us a discount. Finally December - sofa arrived to the warehouse, called customer service (another 40min on hold), asked 3x if the delivery arrive if we pay less according to the discount given by Johan as the website haven't been updated with the discount amount and also asked to be transferred to the store manager but they wouldn't let us speak to him. Customer service have put me on hold instead (another few min holding the line...why not!) , they spoken to Johan themselves and confirmed the discount amount again on the phone and said the delivery will arrive once we pay and not to worry if the website will show there is still outstanding balance...so we paid. Next day we got the text confirming delivery scheduled for 9/12/21 by 9.40am. Of course delivery never arrived.. Called the customer service after 10am to find out where is a delivery and was told the order was rejected as we haven't paid the full amount! (Never received a cancellation message) My partner explained AGAIN we had a discount and they just said the store manager haven't entered the discount to zero our balance... Went to store on the same day....Johan wasn't there and supposed to call us today at 10am to arrange a delivery. It's 4pm and have a guess.. He haven't called, we have no money and no furniture at home! Xmas is coming as looks like we have no furniture to invite friends and family over... THE WORST CUSTOMER EXPERIENCE EVER. The lady who was with Amir told us not to worry and enjoy our weekend as everything will be delt with.. Just imagine how we are enjoying this weekend 2 weeks before Xmas looking at our EMPTY LIVING ROOM!!!
Unfortunately have no time to go to store and no money to pay for the parking in Westfield again... We emailed Amir this morning - as always he used the standard DFS tactic - NO RESPONSE. DFS in few words - No accountability, lack of communication and lack of professionalism! We had to chase up everything every single time! 'We cannot do anything' heard that from customer service, Amir, delivery driver and Johan. DO NOT RECOMMEND!!!!”
“I ordered my furniture back in June and fully paid for this late October.
On Saturday the 4/12/21 I received part of my furniture which I have been left feeling disappointed .
I have phoned and spoken to a member of staff at customer service, who explained that the other part of my order is on a container.
I would like to ask where is my furniture coming from as I was under the impression that all DFS furniture is made in the UK?
Please can you let me know when the rest of my furniture will be arriving I am feeling extremely frustrated by this and will respond by taking my complaint further in guidance with ethical policies and procedures after all I have paid in full for my goods.
Kind regards
Mrs Sayer I ordered my furniture back in June and fully paid for this late October.
On Saturday the 4/12/21 I received part of my furniture which I have been left feeling disappointed .
I have phoned and spoken to a member of staff at customer service, who explained that the other part of my order is on a container.
I would like to ask where is my furniture coming from as I was under the impression that all DFS furniture is made in the UK?
Please can you let me know when the rest of my furniture will be arriving I am feeling extremely frustrated by this and will respond by taking my complaint further in guidance with ethical policies and procedures after all I have paid in full for my goods.
2 complaints by email 3 phone calls and no one has got back to me.
Now going to head office and CEO.”
“Supposed to deliver sofa this saturday 11th December - been on order for 3 months, had a message left 10th December stating sofa not even in depot and they would call again when it arrives. Happy to take full payment when requested, also happy to mess people around. Only answer you get from call centre when asked why tell us lies is an i really don't care less 'I'm sorry about that' - well I'm sorry that we dealt with you - think twice on any future purchases!!”
“Very disappointed with dfs as my recliners was booked for service engineer and to date still haven’t turned up.
I have got my op on Wednesday and dfs have not taken in consideration that o need this . I had to wait fir over a month and no one turned up or email . Even after confirming appointment on 3rd December and engineer should have come on 4th.”
“I ordered my sofa in Aug 2021, it is now December 2021 and I'm still sat on the floor without a sofa. Delivery came last Friday, but it wouldn't fit through the door, despite the website saying parts will be removed and rebuilt inside. That's why I ordered with them. The website now states that delivery was successful even though the sofa went back to the warehouse. Shocking customer service, no one can advise next steps, they're rude and practically horizontal in their "don't gave a damn" approach and interrupted me on several occasions. I've paid a grand for a sofa which I never received and they don't want to issue me with a refund as "it's not part of the process" yet can't advise what the process is either as they don't know and their bosses "aren't picking up the phone". Trading standards here I come! One star is too many, would put less if I could! I wish I read the reviews on here before I ordered with DFS. Never again!”
“Yet again today another call from DFS informing me that my delivery in two days won't be happening, this will be the second time.
The amount of lies told at the time of selling you a new Sofa would give Boris a run for his money,
DFS are not in possession of a large chunk of my money that I want back, but don't expect customer service just to be able yo cancel and refund...an email has to be sent to another dept for them to phone me, I won't hold my breath I will probably die waiting.
Avoid DFS at all costs I wish I had gone with my gut instinct 3 months ago so I only have myself to blame for this.”
“I have bought sofas last 2 years ago and I had nothing but trouble the leather is peeling off.. I have been try to get them replaced ever since because I wasn't happy with my sofas every time I call them out they just sand them down.. and only for Dfs to tell me I have to pay to get the seats replaced. And am still paying for them not happy at all”
“Your Company is not fit for purpose.
My sofa scheduled for delivery today Monday 6th Dec ( 3 weeks overdue ) has beeìn rescheduled, due to being sent to the wrong distribution centre. We were informed this morning, having removed our old sofa last night, we are now sitting on a wooden floor. Further to numerous phone calls to your useless call centre Ascencos ( a total of 3 hours waiting time) who promised resolution Re a loan sofa, reimbursement of delivery charges and a call back from a manager that was never forthcoming, i am now seeking legal advice from my solicitor, due to DFS breach of contract, for compensation. I will also highlight these failing on all social media platforms available to me, highlighting the failure, non communications and basic incopancies of your company. It is a disgrace and as to how you have remained in business for 5 decades. is a mystery”
“AVOID! awful customer service, ordered my sofa in august and didn't get it until December. kept ringing customer service and all they said was that they'd write an email to the CDC as the lost my sofa! kept saying they'd call me back but didn't hear from them again. had to go to the CDC myself to find the sofa otherwise i'd still be waiting for it now! please avoid them!”
“My ordeal started on 18/04/21 when I purchased 2 sofas from the store. As promised they arrived 1/05/21(within your 7 week approx delivery time). Unfortunately as you can see by attached they were damaged, with drag holes and Velcro missing. Driver took photo’s and sent complaint that day(Also informed us we were the only customer that morning to receive damaged goods). Did not receive call from Swansea as promised, so I rang customer services and emailed Alex. Eventually had call back and was promised replacement sofa’s in 7 weeks!!! .After 7 weeks no sign of the sofas and no updates on deliveries. I made numerous phone call’s to customer services again!!! I spoke to store manager Shane who stated it was down to COVID that I hadn’t had the sofas (why is this delay not mention at point of sale). Shane always promises to call you with updates but doesn’t always follow through. I Had phone call from a woman from DFS stating my sofas were then due on 23 July 2021, my husband took time off work but nothing arrived. I Phoned DFS again, Shane promised compensation if I still went ahead with order. I Again promised to call on Wednesday 25th 2021 -needless to say he didn’t call back!!! . I Phoned customer services and spoke to Ryan on 27/08/21(who is excellent and very supportive). He told me my sofas were due today (yet we have had no call to confirm this- now 18 weeks later?????). As I have been through enough stress, I told Ryan I had no trust or faith in the store to deliver. I certainly would not want to go through this process again!!!! Ryan has put on record that I would like a refund/compensation and call back today to confirm this is going ahead. Could you explain why we have to wait 21 days for a refund, when we have paid in full and you have had a money since 18/04/21. Especially when we are in receipt of damaged goods.
it is now December 3rd 2021 the furniture was collected on November 13th ...still no refund”
“Where do I start?? Useless aftercare, ignorant serviceman who came to check out the issue of the sofa (was abrupt and snotty with our questions which he didnt answer) contacted them on the 15th July about leather discolouration and heard nothing then kept contacting DFS on the following dates - 9 August, 31 August, 13 October, 18 October, 19 October, 28 October, 2 November, 10 November, 12 November, 29 November!!! Guess what - still no resolution even though the Manager from the Oldham branch came to our home to view the leather lounge suite discolouration only to say both he and the manufacturers thinks the dogs coats oils is taking the colour off the leather????
What the actual f**k! Funny how its only certain panels that is losing its colour.
Time to take them to small claims”
“I actually wish there was a minus score as they don’t even deserve the 1 you have to give!! 2 days waiting in for a sofa to be delivered that never arrived. Hours and I mean hours on hold on the phone trying to speak to someone and still get nowhere! Chose to buy from DFS as never had a problem with them before but never again now. Glad I didn’t receive the Vinson sofa after reading all these reviews order is now cancelled. For your own sanity steer clear!!!”
“Absolutely terrible service, wrong sofas delivered and then have to wait 24 hours for a call back, have already got rid of my old sofa, so nothing to sit on 🤬”
