“Sofa is not even 2 weeks old. had 3 visits to fix creaking in wooden frames, the problem is better but not perfect. and now the middle of the sofa the springs are making a loud squeaking noise, this is supposed to be a brand new sofa. They have refused a replacement and have said this is normal within manufacturer guidelines? Its not even 2 weeks old, im now in process of getting my money bank via my Bank. Wont be buying anything from there again.”
“Had a lovely Owen corner sofa delivered yesterday in Ash grey, great customer service, friendly delivery team and a very comfortable sofa. Very pleased 😊”
“DFS (designed for skip?)ordered sofa last June. First one came damaged and to add insult to injury delivery guy damaged my brand new flooring when he was attatching floor protectors/gliders by scraping metal feet around floor.After several conversations with customer services and having inspection to assess repair the sofa was returned.one of the issues had been the recliner electrics which didn't work,when it was returned after 'repair' it not only came back scratched up and even worse for wear it came back with the electric buttons in the wrong way round .Again I rejected the sofa and again I spoke with customer services,I visited the showroom and spoke with area manager .I was assured I would be compensated for loss of earnings and for the stress it had caused.weeks and weeks passed and in the end I decided I should have a replacement .The area manager turned ..he was rude saying that as the damaged sofa was in my home it was mine and they have no duty to replace it ..basically put up and shut up! Meanwhile I received a letter stating that finance repayments would start which I said was not fair as I have not accepted delivery but DFS said nothing to do with them and I would have been fined if I didn't allow payments to be made so now I was paying for item I wasn't planning on keeping.After 7 months and more heated discussions with rude area manager including him saying that I will accept replacement whatever state it is in and that as I have demanded a replacement I won't be compensated ,we were contacted with an exchange date.Yes the sofa came and it is better than the original one though not perfect however I have been left with damaged floor in my through lounge ,I am out of pocket and stressed by the whole experience.i have written a letter to DFS and sent recorded delivery but they are now ignoring me.i am beyond disappointed when my family have been loyal customers for as long as I can remember and they clearly couldn't care less when they have had your money.”
“I visited dfs in crawley mall in search of sofabed.
I haven't decided as yet, but I want to say thank you to Michael Lindop, he went threw many options/ranges, was very helpful and made my visit to this store a pleasure.”
“After agreeing on a sofa at DFS Kettering my partner and I were subjected to no less than 9 attempts to sell us an insurance against spillage. Beginning to feel uncomfortable I stated I would leave the store if I was asked one more time. The saleswoman, Nicole, burst into tears and walked off. The sale had to be completed by the assistant manager. I have never before been made to feel so awful when making a purchase. Unfortunately, in the heat of the moment, we agreed to the sale. But never again will I enter one of their stores and be made to feel so awful.”
“Ordered a sofa bed via website, failed first 2 delivery dates and DFS didnt even have the decency to even call us it wasnt getting delivered so waited in all day for nothing, we phoned them in the end only to find out.
3rd delivery also failed (not even at local store yet) at least we got told on the day of delivery this time. Now sick and tired of DFS incompetence and broken promises / agreements want to cancel and money back. But no department we can get to via phone is authorised to refund, instead told the refund department will phone us and they dont, now using payment method (paypal) to get our money back from the DFS thief's, after that legal action.
The options for the DFS”
“We are in love with our new sofa's from DFS, the desicion was easy to select this sofa set as they simply were everything we were looking for.
The sofa's are deep and extremely cosy, the fit in exactly with the style of living room we were aiming for.
The only reason for the 4 star rating is because the larger of the tho sofa's couldn't fit into our lounge and the banister had to be dismantled to allow this (not a fault of DFS but of our foolish measurements) however our wall did suffer a rather large hole while the attempts to put the larger sofa in were made. We didn't notice until the delivery men had left so that was a shame.”
“I.'ve started saving for a new suite and I only got this one in November been told by other people waste of time complaining nothing will be done good job it was in the salewouldn.t have paid the full price .”
“I had a horrible time with DFS! We bought 2 sofas they said they would arrive in 3-5 weeks 4 months later I was still waiting. I bought a sofa elsewhere as we had nowhere to sit.
Tried to cancel the order as they had breached the delivery clause in the contract. Turns out their contracts are so dodgily written that they have no duty to deliver... ever!
I spoke many times to their customer services and eventually they guy ended up saying “we’ve got your money now what are you going to do about it “
When the sofas arrived 2 months later one was ripped. We then waited a further 2 months for it to be poorly repaired with not quite matching fabric.
I would rather burn my money than give it to these people.”
“staff have no customer service skills .totally UNPROFESSIONAL .
BULLYING TACTICS ,plus staff do not have any knowledge off the furniture they sell.
never been so disgusted in my life!”
“When you buy in the store they cannot be more helpful but when you have a problem they don't want to know - had our suite for 4 weeks already worn - someone came round and they had no intention of changing it - they are the worst company I have dealt with they are artificial liars - they have no care at all - do not buy from them you will regret it - be warned.”
“I bought a DFS sofa and had it 8 weeks when the armrests collapsed they did come out and fix it but it was cardboard inside! The frames are shoddy and they won't last. I have now got an Indigo sofa which is solid hardwood frame and real leather not the plastic coated stuff you get from DFS which are over priced.”
“What DFS HIDE about leather sofas
Hi
We had two sofas delivered and within two hours reported a problem to DFS/sofa had scratch marks on the front of one of the sofas. Took about 10 days for a service rep to visit and he said they were natural markings. One being two foot in length. I queried this at the time saying if these marks were all over the sofas would this be acceptable and he said YES. He said he would send report to manufacturer and in a weeks time he would ring me with the outcome. He also said depending on the result, that would be the end of the matter ( a veiled threat) In other words if they agreed with him we were stuck with the sofas. I asked for a report about this meeting,the service manager refused saying it would not be possible. Service Manager also said we would have been advised about such marks by the sales staff/we spoke to three different sales staff and no one mentioned about scratch marks on the sofas being two foot long as acceptable. So beware if you have two foot long scratch marks all over(everywhere) on your sofas that's ok according to DFS. I sent an email about the meeting to DFS Hedge End store basically complaining about what was said. Store manager ignored my email but said he needed to visit to examine the sofas himself. I refused, saying one visit should be enough. I asked for the manufacturers report. This I found out afterwards was never sent, even though the service mgr pointed to his phone and said it was sent ? It was a lie. The store manager also told me he was waiting for this report, but that was a lie also. The Area Sales Manager has advised us it was never their intention to mislead or lie. He offered us a hamper as some kind of goodwill gesture. We did not accept this as felt it was not appropriate to the situation we found ourselves in. We have since had the sofas removed as we had quoted the Consumers rights act 2015.
The only time I got a proper response from the store manager about my emails was once the sofas had been picked up. This was the same for the area sales manager. Which I said at the time to them was very strange. DFS at no stage denied anything we said was untrue. DFS only seemed to want to communicate with us once the sofas had been removed.
The inspection by the service manager was orchestrated to get a desired result in favour of DFS, but was actually a sham from start to finish. DFS were not at all bothered about our concerns. We are now waiting to hear back from BBC Watchdog regarding this complaint as DFS are now ignoring our emails.”
“My wife and I purchased a 2 seater Enzo sofa, at DFS Eastbourne, on 6th November 2018, for a half price figure, in a Sale, for £289.
As my wife has back problems, she sat on the sofa, in the store, for about half an hour, while I went shopping and she felt satisfied that the cushions gave adequate support, so we went ahead.
There was a few weeks wait for delivery and a new sofa was finally delivered on 5th December and it seemed OK. However, 2 days later my wife felt the seat part of the cushion was becoming quite soft and appeared to sink quite a lot and not settle in a satisfactory way, when she got up.
We telephoned the company and they sent an inspector to check, on 11th December. Unfortunately, my wife was out at the time, so I tried to explain the problem, which affected her more than me, as I don’t have back problems.
The inspector, advised he would report back to the store and felt an upgrade might be appropriate.
Not having heard back from them, I phoned next day, 13th December and was told the inspector’s report indicated there were no problems. We didn’t agree with this, so went around to the store in the afternoon, to discuss with the assistant sales manager.
We were shown what the upgrade would be like, at an additional charge of £79, but my wife was unable to feel any difference, between that and the original. We had the standard cushion filling, which is apparently 30% density and the upgrade is 36%.
We were still dissatisfied, so asked for sofa to be collected and our money refunded, which they refused.
In view of this, we sent in a complaint to the Furniture Ombudsman and not long after, the manager came to our home and repeated that there was nothing wrong with the sofa, but maybe not suitable for my wife's back problem. As a result of the Ombudsman being involved, we were offered for the sofa to be returned to the store and our money refunded.
However, we found a small firm of upholsterers down the road, who were able to fit a firmer foam into one of the cushions, which has proved satisfactory, at a cost of £60. The matter has now been resolved and we are keeping the sofa, but feel such a large company should have facilities to have a larger range of cushion foam, to meet the needs of different types of customer.”
“Bought recently leather corner sofa for £1600 after 2 years you can feel every wood panel under cushions.Speak with customer service and they can't do nothing with it.So only way is to throw to the skip. DFS sofa last only two years.Sure never gonna buy sofa from DFS again.”
“Bought recently leather corner sofa for £1600 after 2 years you can feel every wood panel under cushions.Speak with customer service and they can't do nothing with it.So only way is to throw to the skip. DFS sofa last only two years.Sure never gonna buy sofa from DFS again.”
“Went to local store (Derry) to look and try out furniture eventually decided to buy the Delamere range. 4 seater, 3 seater, Chair and footstool costing £2663 this was at half price, not cheap now back to full price of over £4000. Furniture was delivered on the 17th November 2018 just around three weeks ago and the cushion seats are going flat as well as the cushions on the pillow back part the arm of furniture are slightly padded and you can feel the wooden frame through it. Contacted local store for manager to tell me l wasn’t looking after the furniture probably that l have to take cushions of the whole furniture everyday to shake them and plump them up to keep them from sagging, to say l am disgusted is an understatement. The mental stress of spending your hard earned money on a suite of furniture that is not fit for purpose after three weeks is awful and for a manager of DFS store to tell you it’s your fault is an absolute joke and not what you would expect of a company who claim to be professional and making furniture for 50years. Very angry and upset customer.”
“Brought a sofa from DFS, within 3 months it started to discolour, looks awful. spoke to DFS showed them pictures, said there was nothing they can do and that discolouration after a few months is normal. But spending £2000 on a sofa to wear like it has done after a few months is ridiculous!! I am shocked at the poor quality sofa I received and the even shocking customer service. Don’t use DFS!!!”
