“If you want to shop in DFS be very careful, I bought a sofa set and terribly regret it now. I made several complaints but they don't seem to care. They think saying sorry will resolve the issue but that's not always the case. The sofa is not up to its standards. Please please think before buying and before they put you in the trap where you will struggle and get no help.”
“Very Very poor quality. The suits they have on display in the stores are far better quality than the ones they deliver.
I purchased the supreme leather suit costing over 4.5k, the only thing supreme about it is in the name. The 3 seater power recliner is a 2 seater with a 3rd seat bolted on the side, they don't fit together properly, the gap is so big where it joins together that i can fit my arm between them(i'm sure this is unsafe for small children) i called out the DFS service manager and he made a few adjustments and dressed the cushions which didn't really do much as the gap is in the frame. I told him i was still unhappy with it and he just said " well this is how all sofas are made now and the gap is within DFS tolerances".
Purchased the easiglides for the suit costing £75, these are just stuck on the feet with double side tape and have started to come off already.
Oh and the chemical smell of it is horrendous, i've had to have open all my windows and doors now for over a week and the smell is only just starting to dissipate.
This is the 4th suit i've had in just over 20 years and this being the 3rd suit purchased from DFS, the first 2 suits where superbly built and oozed quality.”
“We have purchased 3 suites from dfs over the last few years...the latest problem is the padding roughing up under covers on electric recliner...and mechanism wearing through material. ..the 2 year cover is rubbish...shouldn't expect to keep replacing furniture due bad suites....other problems with last suites force replacement too....they are not cheap suites either....all I was told was....do you want the nAmerican of an upholsterer....no....I just want a suit that lasts...we have no children. ..just my husband and myself. ...so it does not get miss treated....”
“Paul from DFS Nottingham went the extra mile and personally delivered our new chair and footstool in the evening. Fantastic customer service - thank you DFS and thank you very much Paul.”
“I have had 2 sofas from DFS for many years and I was happy with them, so when I wanted to replace one of the sofas for 2 leather wing chairs I bought again from DFS, together with a leather care kit. I was told I would get a £200 discount as I had spent over £3k, but they took the full payment. I have been waiting for the refund for 6 weeks. I have rung them 4 times to chase it. They gave me a delivery slot of 7.47 - 10.47 but they didn't arrive until past 2pm! They didn't have the care kit on the van, and I am still waiting for that. The chairs are lighter than the swatch, but they say it is within tolerance so I can't change them. Will never buy from them again.”
“My first sofa was from DFS and I had it ten years with no problems at all, it was a fabric sofa. This time I went for two leather two seater sofas. They arrived when specified (seems I am lucky there) however, the delivery men scratched my wooden floor! The sofas were also, rocking (they are recliners). One of them also came forward as one got out of the seat...very dangerous! I immediately contacted DFS and a few days later two service engineers arrived to inspect the sofas...they wanted to fix my sofas by propping the sofas up and stablising them with cardboard, I refused this option - they also scratched my wooden floor...at the other end of the sitting room! I then wrote to the CEO of DFS (Tim Stacey) as apparently his priority is customer satisfaction!
Within a few days the manager of the Enfield store in London, called me and arragned to come and inspect my sofas. (I had purchased them at Tottenham Court Road, London). Gerry agreed the sofas were 'not fit for purpose' - which under the sales of goods and services act - items purchased 'must be fit for purpose and last a reasonable amount of time'. It was agreed that DFS would pay to have my floor restored by a French Polisher, and the sofas would be re-ordered.
My new sofas arrived in March. Alas, these were in worse condition than the two they replaced. One was now sturdy but the other one rocking. Both sofa frames are out of alignment - with the back of the arms protruding past back of the frames by at least an inch. The leathe is crumpled with indents and markings and there are gaps up to 2.-3 inches wide between the seats on both sofas! The delivery guys informed their manager and after a few days I was contacted by a manager from Enfield who came to inspect my sofas again. He agreed, there was too many things wrong with the sofa to fix. He said he would be in touch in a few days! A few days later I was told the Upholster Manager of the SE of England would visit me to inspect the sofa. The other day this manager arrives, and declares there is nothing to fix - that after a few months/years of using the sofas the gaps would close! That all these sofas will always be out of alignment. Furthermore, what I was told at point of sale; that these lovely FALCON leather sofas were made of Italian Leather, the kind that does not make you sweat in summer or feel cold in winter - was lies! As they are made in China....when I was disgruntled by this, he said, and I quote, "So what, what is the difference between and Italian cow and a Chinese cow?" Moreover, he told me that everyone except him is a liar and that customers should be told at point of sale that these sofas are made in China and that they will arrive to your home in a state of dispreair! His words, not mine!
Flabberghasted, when he left I called the manager at the Enfield store because I felt like I could never get the lovely FALCON sofa I had dreamt about for two years, as perfectly advertised in their stores and online....I had no choice but to reject the sofas. Which by law I had a right to do. They will collect my sofa next week...which by the way, they just throw away rejected sofas...and will leave me, a disabled woman sofaless! I wrote to the CEO again, but the man who apparently takes customer so seriously, apparently doesn't give a hoot!
I don't suggest anyone buy a leather sofa made in China...from DFS.
I am looking for a place that is honest and that really cares about their custmoers....I suggest you do too.”
“Ordered a sofa 4 weeks ago. Sure visit informed us the sofa won’t fit. No contact from DFS since, despite calling on 4 occasions and leaving messages and once visiting the store and told no one on site can help until the following day. They still have our £350 deposit - would never use them again and still concerned they have our money and we have nothing in return!”
“I ordered a suite which was far more expensive than I wanted - fair play, good sales techniques from the sales staff. I then requested a site survey as I was assured the sofa would fit into my house but I wasn't sure; guys came round to check and confirmed that they couldn't get the sofa into the living room. It took two weeks to get someone out to check the sofa would fit (with two failed appointments) and then after I found out that the sofa wouldn't fit, the company could not be bothered to get back to me - it took me two week and loads of unreturned phone calls to confirm that the order was cancelled and frankly, the lady I dealt with was so rude, as if it was my fault that the sofa wouldn't fit!”
“I've had my sofas for 2yrs I bought the protection plan I made.sure I had the sofas coverd as I went for a light colour and I have kids I was promised in store if anything went.wrong it can be sorted I rang up and explained that my sofas have discoloured and have marks on them the thread work has come up. the company refused to sort it and said nothing.can be done. I will never buy from dfs again”
“Appalling service by Enfield branch! Never return phone calls! Continual mistakes! Constantly saying sorry but never solving the problem! Promise the earth when you are purchasing from them! I would never use them again! And I found d Jerry the manager the rudest of them all!!!”
“Bought £4.5k leather recliner suite 18 months ago.... Stained, badly faded and unbearably uncomfortable and mis-shapen due to poor quality padding. In my opinion, it is poor quality junk.”
“Bought 2 & 3 seat recliners on which the centre of the 3 seater has squashed down so much you can only feel the frame when you sit on them. New interiors were ordered and replaced and within 2 weeks the same thing happened. i was told by a manager of one store and a sales person at another that if a 3 seater has just 2 large cushions, then no one should really sit in the centre. ???!!! Why advertise and price it as a 3 seater then??????
As is my statutory right, now that their attempt at repair has failed, and i cannot find anything im happy to exchange for, i've asked for my money back. they are denying me that right. They cannot deny that! its my right under consumer laws.
im going all out to get my money back and never deal with this company and its smarmy smug managers again. From what i've realised they say all the right things to get you to buy, then wash their hands and go all rogue trader knowing that 9/10 people dont know enough to get what they are entitled to! unfortunately for them, im that 1/10 that does.
thankfully i paid the deposit with my credit card and took out the finance, meaning both credit companies are equally liable to resolve my issue. they've both initiated the section 75 chargeback procedure, through which they will take the money from the company's bank account and refund me. once one of them refunds me, i can halt the action with the other one.
you'd think that if you're paying approx £4k for sofas, they would last for years, not a few months!
Never again!
Avoid them, but if you have to have one of their sofa's, use your credit cards and finance for the extra protection cos you wont get that from DFS”
“Terrible customer service!!!!! Ordered sofa end of January and have had no communication at all until i called them. Told twice by customer service that my sofa will arrive on 15th April now told 15th April or around that time and can't give meba date. Terrible service and the manager who called me had a terrible attitude. What a joke this company is. Avoid buying anything from them go elsewhere!!!!!”
“Dfs really don’t care about you,
I bought a sofa from Stratford as the staff in old Kent road was unwilling to serve me and to busy talking to there friends, so went to Stratford store only to be sent to old Kent road as soon as problems arived, then got sent to the sidcup store to deal with a manger called peter same name as the guy from old Kent road
they may act like they do until they take there money iv waited 9 weeks and a Dameged sofa arived I refused to take it, the manger offers me £100 and they will redeliver but fix the issue with the missing foot, I agreed but as long as it gets delivered in new condition as there was marks on the fabric, the second delivery arrived and the same delivery guy delivered it and they felt bad for me as the sofa was in worse condition than the first delivery, the manger then offers me an extra £50, I have asked for a new sofa to be made and they have refused to make a new sofa for me, these people are complete rubbish, and the mangers come across as smug and in caring, they have gave me two options except the Dameged sofa or get a full refund, they will not make me a new sofa, DFS are worth 500 million and yet they can’t offer me a new sofa or promise me a sofa that’s UnDamaged
Really bad customer service and worst sofa quality iv been 10 weeks now and no were to sit down, if I would have excepted delivery I would not have the option of a full refund, I want to be refund at least £150 for the two days I had wait for these delivery that had to be refused because both times the sifa was in poor condition and Dameged actually looks more like second hand good and how can DFS refuse to make me a new sofa and think I’m going to except a damaged sofa they keep saying there going to fix the sofa I have them two chances and after speaking with peter the manger from sidcup and asking him if I he can garentee a sogmfa in mint condition but he has told me he can’t grentee and sofa in brand new mint condition, that’s undamged, seems as doe he was trying to put the blame on the delivery guys when the sofa was double rapped and came straight from the werhouse, you people are worth ?£££££££ millions yet you can’t offer me a new sofa and wanna deliver me sofa that looks second hand, shame on you people,
If I excepted the delivery I’m pretty certain I wouldn’t be able to get a full refund”
“Purchased 2 leather settees costing thousands of pounds. 4 years later the sides split and cracked and it could be seen that in fact the leather was plastic. When I contacted DFS they confermed that only the seating area was leather and the rest was plastic, they would not comment on why they did not point this out at point of sale. The electric recliner section failed, the settees were staging and the colour had flaked of the leather, yet they would not accept any responsibility, offer no repair or refund and even though we were paying for extended warrenty, they said they only sell the warrenty, they do not get involved in any warranty claims or advice if the extended warranty they sold would cover the faults. Never again will I buy from DFS and I would advice nobody else do either.”
“Bought lime green, 4 seater sofa two for my living room I'm not pleased with sofa it creaks alot and wood inside of it too thin they have two support legs that not level with rest of the sofa had by legs for support it's doing less creaking but not strong structure at all I won't be buying over grand sofa from Dfs ever again they don't admit middle leg support too short would crack in middle when have more people seating, poor make too give one star for colour only thing I like of it”
“Terrible Furniture, Terrible Staff and the worst furniture company on the planet!
The sales staff have no information about their products and are purely there to sell with big promises and commitments... Do not Trust them.
Purchased goods worth £5K from DFS Chelmsford store which are completely poor in quality and no positive support from DFS head office. Hence have to approached a legal claim under Consumer Protection Act 2015.”
“Unless you are willing to buy fake furniture which is made in China and are happy to wait for months for your delivery, avoid this con artist company at all cost. I thought that their furniture was made in Britain or at worst in Europe. It turned out that all is made in China. I have been waiting for a stool to match the sofa (which I waited for for months) since well before Xmas last year. I keep phoning up to track it and they admitted that it is coming from China.
Misleading false advertising..
Don't be tempted by the finance offer either. The furniture is not good quality and the wait is beyond a joke.. 1 star is the lowest allowed else I give them a minus 5..”
“Zero star,if i could give one.One of the worst companies to shop.It takes 2 months to deliver the ordered furniture and no one has a clue when you call for enquires.”
