“Yes 365 days from our first complaint to our sofas being returned and getting a FULL refund. DFS tried every trick in the book, but with the help and a visit from an independent furniture ombudsman, DFS finally had to admit they were wrong and our sofas were not fit for purpose.
7-4-17.
We took delivery of 2 DFS three seater Peyton sofas in nubuck brushed leather. After a few weeks(especially on one sofa) the leather had gone all shiny, the foam in the seating had started to collapse and you sank right down in the middle or could not sit straight up at either end. On 8-8-17 we went into the Lincoln store where we had purchased the sofas and reported the condition.
HERE IS A VERY BRIEF OUTLINE OF THE NEXT 12 MONTHS OF HELL. !!!
14-08-17. A visit from DFS service manager who stated he had more than 30yrs experience as a upholstery and all issues were normal and down to usage.
1-9-17. A visit from DFS sales manager who also said it was normal natural wear.
25-9-17. Went in to Lincoln store to see the manager, who was very rude, arrogant and did his best to patronize me saying his staff were right and I would have to accept it.
1-12-17. A visit from Top manager of Brigg and Lincoln stores, at last someone prepared to listen, he admitted the foam had collapsed, leather had gone shiny, and some stitching needed redoing. He would arrange for both sofas to be collected and re-foamed, leather to be treated and the stitching redone.
18-1-18. Sofas collected for repair.
31-1-18. Sofas returned, FOAM not replaced, just bodged. 1hr later sofas picked up again for further work.
15-2-18. Sofas returned again, cushions had lost all dome shape, they looked awful, they were solid and uncomfortable, leather looked the same,but the stitching had be repaired.
4-4-18. 2nd visit from DFS service manager, once again said sofas were ok, there was no problem with them, nothing more could be done.
We then went back to the furniture ombudsman, sent photos, and information.
31-5-18. An independent furniture ombudsman came and the sofas, were given a full inspection.
19-7-18 Received Ombudsmans report agreeing with us, stating it would cost more to repair than it would to replace them, therefore DFS should take the sofas away and give us a full refund, all monies spent including delivery and cleaning kit.
25-7-18. Sofas taken back.!!
1-8-18. Money repaid, only to be £150 short. !!!!
6-8-18. £150 repaid.
END OF SAGA. !!!!!
We have not received any form of apology from DFS.
If anyone has any problems similar keep records of, times, day, dates, names, take photos, write everything down. They will try to undermine you in every way they can to make you give up.
BUY FROM DFS AT YOUR PERIL.
Quality of service
Value For Money”
“Bought 3+2 Maxx leather sofa, delivered to us on 5th July 2018. After 4-5 days we found out the it gets puddles and badly creased. We called and emailed customer service help desk and they sent an engineer to solve our problem. He came after a week and looking at the sofas he said it’s normal, you need to redress sofas everyday before going to bed. Come on that’s not normal, it’s not the first time we got sofas. We have been using leather sofas for ages. We are pensioners and saved money to buy good sofas from a big company like dfs. Now we been sending reminders and online chat also but no solution has been given. Is there anyone who can help us to know what should we do to our sofas look new as it’s only one month old and looks like 2-3 years old.”
“In a nutshell, they do not do what they say they are going to.
We ordered and paid for a coffee table at he beginning of Jan 18, using the store model as our quality guide. The first 3 all had different quality concerns, on each occasion, the fault was very noticeable and should not have been allowed out of the factory, this says al it about their supplier base.
We finally accepted the 4th table in July, which was still not to the shop floor model standard and we only give them a 4th opportunity because we were told that we would receive a rebate, which as of yet we have not and the communication has stopped.
The local store where we bought from is at Teesside Park, Thornaby, Stockton-on-Tees, however, we have also been dealing with Sunderland branch and have been told this is the regional centre that deals with problems. Generally, the communication has been ok at best until we accepted the table, then dried up all together. In the end we went into the store and spoke to our contact who said he would ring back later that day, here I am 2 weeks later still waiting, very disappointing from a market leader and a company that should take customer service very seriously.”
“Was let down by fab sofas going into liquidation and taking a £470 deposit and no sofas. Went looking again as I needed new sofas. Went into DFS and had a look around spoke to a salesperson and explained my situation so the salesperson spoke to his manager and gave me 10% off on top of the sale price. So saved most of the £470 deposit I lost. Thanks DFS store in Ayr Scotland.”
“This is our 5th sofa from DFS and I'd never had a problem,but with our new sofa there were a couple of marks,I phoned customer service and they sent a service manager out to view,he agreed with the problems and has arranged replacement parts straight away,can't fault there service”
“Absolutely disgraceful service. Shocking delivery team who were too busy complaining about being late and the lorry being loaded incorrectly. Couldn't get the sofa through the door and in their haste damaged it. They were then advised to cut it open at the bottom and dismantle it - when it was ripped open with a blunt Stanley knife it was clear that it didn't unbolt. Customer Service, or lack of, weren't interested at all and even their complaints team weren't interested. I wouldn't recommend DFS to anyone - don't waste your time and money on such abysmal service.”
“Customer service is extremely pathetic, appalling. They do not value the custom and more interested in making complaints worse instead of resolving it for customers. Bought sofa that did not arrive in agreed time frame. Called customer service to find out whereabouts and was said “ I DONT KNOW”. I was then told that I will get a call from HDS NEXT WEEK AND DELIVERY OF FURNITURE. Waited again and called after 3 days. I was told that no calls were promised and sofa can only be delivered next week. I refused to that and asked for manager. I was told that manager cannot come on phone and the phone cannot be transferred. Asked to be transferred to customer services and was told “ THERE IS NOT ONE”. That was a shock. Manager called Tony calls later backing up his staff in extremely rude manner and asks, you can cancel your order and you have to let me know now.
This is how DFS treats customers and finds easy way out by cancelling orders and simply walks away after giving inconvenience to the customers.
I need to know that I booked time off at work after spenking to call centre, who is responsible for the waste of time and holiday that was not required and on top inconvenience. In the evening I received email from delivery company informing me of delivery date that DFS fixed on my behalf without even consulting me and asking if that was convenient or if anyone will be available to accept that delivery. So imposed delivery and who is going to pay for the time off that I will have to take as I wasted day off already.
This is utter disgrace and DFS should be proud of so called customer service.”
“Worst Customer Service & Worst at delivery of your furniture on time
Customer Service and delivery of your products is the points that DFS is very weak at. I have been promised my sofa and coffee tables would be delivered in 5 weeks , now its past 5 weeks , they tell me half of my furniture is ready in another week and also finance company (Barclays) needed extra document from them and they just sent and waiting for authorisation code.
After ordering for so many customers , how can DFS not know what documents to send over and when to ask finance company for authorisation code, shouldn't be that hard to arrange, only reminders on the system 10 days before delivery of product to distribution center, to remind them to ask for authorisation code!
I am completely disappointed at their service and how they can't be on time !”
“I bought bed electric ottoman delivery came and they don't know how to put it together electric thing not working and mattress is dirty and delivery man left bed half finish and I am sleeping on sofa 1 week since delivary nothung done yet I had bad experience very unprofessional delivery guy said they never put bed together before”
“We are very pleased with our new sofa purchase. The ordering was easy and delivery prompt with polite drivers. The only gripe would be the floor protectors they charge you £30 for. Total rubbish and fell off after 2 weeks. We brought some from a diy shop in the end for £5 and they are still on 5 months later.”
“Appalling customer service and incompetent staff! Avoid the Tottenham Court Road store and DFS at all costs. Conflicting site survey, delayed delivery, poor communication all round, and finally wrong order delivered. When complaining to the store manager he was agressive and patronising. He told me it was “pointless” and a “waste (of) my time” to complain to head office, it turns out that he was right!”
“Insurance is a waste of money. Called Guardsman, their insurers out and fresh pet scratches are not covered. This was not explained to me when I was sold the insurance. Also pretty shoddy leather. Will not be fooled by this lot again but £1000 out of pocket. Grrr!”
“Ordered sofa on a 14 day delivery to be more than 2 weeks from ordering still no sofa and 4 different delivery dates given and changed!!! To be told there is nothing they can do but wait untill it is made. Not acceptable”
“Awful company. We bought sofas in September 2017. We paid to have the sofas treated against stains. We paid for Guardsman cover, which we were told would cover us for any accidents or stains. In December, we realised that there had been some dye transfer from cushions on the sofas. We contacted Guardsman, only to be told that we weren't covered. We contacted DFS and they don't want to know. We don't believe that the sofas were treated against stains, or why would they stain so easily. We were also missold the Guardsman protection, as we were told we were covered for stains and we aren't. Awful, awful. New sofas that are completely ruined. Even though we paid for things to cover against these problems, DFS say that won't do anything (apart from to replace the affected fabric, at only a fraction less than we paid for the two sofas in total).”
“Terrible,terrible experience.I placed my order in October2017 and promised to deliver by Christmas2017.They also advertised if you buy now it is guranteed delivery before christmas.Guess what,when i got my delivery? End of February2018 after lot of phone calls.My question is that,why customer has to go through that,when he or she paying for it.Their system & service is DISGUSTING.NEVER will buy anythig again. By the way i was given £50.00 as a goodwill gesture which is peanuts compare to £2500.00 and three months later delivery.”
“Received a text about my order and a telephone number to call back on. But I didn’t have any missed calls... I rang them after work and was on hold for quite some time, only to eventually be told their offices are now closed. Bravo! If your closed don’t let people into the queuing system and answer all calls that make it in before heading home.”
“Terrible experience with DFS that still hasn't been resolved 2 months later. I ordered a sofa bed, armchair and footstool and a king size bed frame with a mattress. I had problems with both the sofa bed and the bed frame. The sofa bed had stained cushions covered in watermarks. Turns out there was a leak on the delivery van and many items of furniture got wet, still after their 4 point inspection they still delivered me filthy goods. Ive had a sofa bed here for over 2 months that I've not been able to use because it hasn't got the cushions and DFS have still after 2 months failed to replace them for me. My bed frame arrived and was put together so shoddily that i could move the frame back and fourth with one finger (the bed should be solid). Service manager came out twice, on the second visit he was shocked at how this item was put together. Vital parts hadn't even been tightened, the bed could have collapsed and the safety of it was completely compromised. The service manager tried his best and had to use his OWN parts to repair a brand new bed. Needless to say it doesn't feel brand new, especially because parts were added that are not manufacturer parts. I had the displeasure of dealing with one of the rudest, arrogant, unprofessional and ignorant store managers I've ever had to deal with in my life called Chris from the Morden branch that after 5 weeks of dealing with me still didn't have a clue regarding my issues (i had sent photographic evidence to him 5 weeks earlier and called the store every week). This ultimately resulting in me insisting on dealing with an area manager from head office, only to be contacted by the same rude manager and told "area managers don't deal with customers and they are not going to do anything that i can do better" (this is after 5 weeks of having to deal with his terrible team and STILL not getting anything resolved). But he had a point because i was contacted by an area manager called Isaac who sounded very sympathetic and said he would get the issue resolved. This was over 3 weeks ago and i haven't heard from him or anyone else since. I am now going to have to get some legal advice. DFS have caused me a great deal of distress and they don't care. They do not have a dedicated team to del with customer complaints, you will always be passed from pillar to post. The only genuine help and concern I received was from a weekend member of staff at the Morden branch called Jade who is an asset to this shoddy company. Avoid DFS like the plague, after years of loyal custom they have treated me like rubbish and goodness knows when my issues with be resolves. All that excitement of buying new furniture has gone out the window and I'm just filled with regret.”
