“DFS are a horrible company to deal with, good in store as they want the sale, (which is fair enough) the nightmare starts after delivery. Our leather furniture started to deteriorate unbelievable creasing and pooling, looked like they were 2 years old, after 10 days. Requested a refund at 20 days, they then send you around departments wasting your time. Eventually you get an "engineer" who says as soon as he walks into the room, that's exactly how it should look unbelievable. Then you will get a manager, from a different branch you bought from concurring with the "engineer" report, he supposedly did a structural assessment. How you do that without touching it i don't know. Saying its "natural softening of the leather" after a couple of weeks lol. Well i want a full refund and i am not going away. Terrible company that sells sub standard quality and horrendous customer services”
“Hello after purchasing the ronan suite I had an issue with one of the chair pieces from only using it for a couple of weeks the chair was very different from all the other suite I complained after three weeks someone from the store came out put a bit of blue stuff round the edges after me complaining a second time it still wasn’t right it was sinking in and fabric loose they finally agreed to replace the foam this still didn’t resolve the problem it’s worse than ever I’ve had the suite just over a year now and still paying for it I would not recommend this suite I’ve had problems from day one give up arguing with them u just get nowhere with the unprofessional people they send out as I said I’ve complained from three weeks of having this suite something was wrong with this piece it’s gone worse very disappointed customer Marie mcnally”
“Bought a sofa in October 2024. The sofa so far (March 2025) has been fine but at time of purchase we asked for fibre interior as my partner is allergic to feathers. The bolsters pillows delivered with the sofa were feather. Told they were complimentary so to replace I would need to pay for new fibre pillows. Paid for fibre pillows in October and they delivered 2 more feather pillows in JANUARY! Have called multiples times, used the online chat and been back to the store in Southampton. Absolutely shocking as no one seems able to rectify their mistake. It’s still ongoing, we have a new born baby and have spent too much time trying to fix their mistake. We spent over £2,000 on this sofa and will definitley never use this company again. Very disappointed”
“Bought two supposedly leather 3 seater settees. They are both showing peeling on the leather within 2 years of light use. The areas aren't even where you sit on them. Contacted DFS and they weren't interested so obviously know o f the problem. It appears tome that they aren't really leather at all- at least not in terms of what most people would expect. They seem to be a thin outer layer poorly stuck to a fabric base- ultra cheap I suppose bt not fit for purpose. You'd expect they are contravening the Sale of Goods act but no-one seems to be challenging them? They certainly won't con me again.”
“I bought a chair in store on the 2nd of January.I have emailed,phoned,complained and even called into the store where I was told it would be resolved and I would receive an email shortly.I’ve been told it’s in the distribution centre but no one seems to know how I’m going to receive it or when.I will never again buy from this company.”
“First time ever bought from DFS Big mistake Had issues with the cushion on my chair from the first week Had a manager out 4 times who said it’s normal for a cover to move around that much and to redress it every day Never heard such rubbish Customer service were good at engaging but no positive outcome Will not accept that a new chair has any fault Don’t even go to the store Always looks so plush They probably spend all day redressing the furniture”
“I purchased an expensive coffee table and 2 sofas . The coffee table had large centre wheels and in the shop we felt despite the wheels the table was heavy and sturdy enough not to move. However on receipt we found that the slightest touch made the table move - this would be a danger when grandkids were in the house with hot drinks on the table. DFs point blank refused to give me a refund or even exchange saying I saw the product prior to purchase and that was their terms when buying in store!! Shocking service- i have purchased my last 3 sofas from there but they have lost a loyal customer all because they refused a refund for a £500 coffee table! Don’t shop at DFs Bham - store manager Sandy doesn’t know what customer service is!”
“DFS are terrible. Don’t get involved. Nice showrooms and reasonable sofa prices. But when they fail to deliver they just that. Then it’s all down hill from there. You’ll get legal jargon, no sofa, and bullied.”
“I can not stress enough, how much I would avoid this company. The branch manager at Northampton has put me in tears today, the attitude is very poor and when you ask to escalate it they won’t. I fear I have no choice now but to get legal support”
“I've ordered a sideboard cabinet in January. DFS delivered at my home address. The cabinet was fully damaged when I opened the boxes. Contacted the DFS costumer service and asked this to be replaced. They promised me to redeliver everything again. We'll, its been nearly 2 months, took days off work to wait for delivery and they never showed up at my home address. When I contact costumer service, they promise to call me back or they hang up the phone on me. It's disgusting the way they treat costumers. I will never buy anything from DFS ever again”
“I recently purchased very expensive, high end sofa from DFS. I tried same sofa model several times, in several shops before making a purchase to ensure it's the perfect one. However, when the sofa was delivered to me, it had it's headrest misaligned which causes problems to my neck. I reported this issue, DFS sent technician for the formality. Although, the technician could see the problem, he just ignored it and refused to admit and report it the company. I have even purchased the insurance from them to fix any issue but they don't cover that, stating there is nothing wrong with the sofa. I am stuck with this expensive sofa which is causing me neck pain every time I sit on it”
“Shocking company. Our sofa was supposed to be delivered 2 weeks ago. Delivery company didn’t turn up (nor did they notify us of this) had to wait 2 days to speak to customer service team. They then Re arranged delivery for today - surprise surprise no show again. 3 weeks express sofa.. now on week 7 with nothing. Manager offers £30 good will gesture as apparently dfs don’t offer compensation, yet I have paid £130 for a delivery that just doesn’t deliver. I will never order from this shabby so called company ever again.”
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“Avoid the High Wycombe branch. They employ liars for sales staff. One of the staff Kamil Lesniewski pretended to be a customer and left a fake review on Locaji.co.uk, on February 2023. He's worked there since 2022. I visited recently to look around and I was shocked to see him there as an employee. Salesman like him are ones to stay clear of, because he can lie about whatever he's trying to sell to customers just to get sales commission. The ones in charge at this store encourage conduct like Kamil's and that's bad. It's put me off buying anything from DFS. All the good reviews from other review websites must be from his followers online.”
“I ordered this sofa in the Plymouth store on 20 August 2024 and was told delivery would be the first week in November. After the delivery date was put back on numerous occasions with no explanation, and because DFS do not give customers the ability to actually speak to anyone, I phoned "Customer Service" (now there is a contradiction in itself) to potentially cancel my order. After waiting for 45 minutes for someone to pick up my call, I had a very difficult chat with a very rude Scotsman by the name of Ian, who listened to my issue, but whose response was "Do you want to cancel the order or not? I don't care either way." I decided to keep the order live despite my Husband wanting to cancel. About a week later, we had a phone call from Paul Johnson, the Plymouth store manager. He confirmed the delivery date of 20 December which was 7 weeks late (with no explanation or apology) and 17 weeks from the date of order! He refunded my delivery charge and assured us that he would personally phone us on the day of delivery to make sure that everything was okay. That was quite reassuring, despite the fact that he refused to give me a contact number if there was a problem. Needless to say there were problems on delivery and unsurprisingly there has been no follow up call from Paul Johnson. I sent him two e-mails but he has not even had the courtesy to reply. The problems were that one of the electric recliners did not work, and the sofa was delivered in heavy rain with no protection, so it was very wet when it was brought in. I have just spent nearly an hour with the Online Chat Service, but the only thing on offer was a call back within 48-72 hours. I am a Pensioner with guests arriving for Xmas with no proper seating now. A visit from an After Sales Manager in January rectified the fault, but just 2 days later BOTH of the recliners stopped working! Given all of the problems I have encountered and a total lack of customer service, I have lost all confidence in DFS. There were no apologies or any sign of concern from DFS. They have now collected the Sofa and given a full refund, but I would never buy from them again, nor would I ever recommend them.”
“I do not recommend buying from DFS. I bought a bed and a mattress. The cost of the mattress was around 1400 pounds. Despite the fact that the mattress in the description was perfect, it turned out to be terribly uncomfortable. Back, neck and shoulder pain. After 3 nightmarish nights I contacted the customer service department to return it. It turned out that there is no way to return the mattress to DFS. The contact with the customer service is terrible. Aimed only and exclusively at playing for time. Therefore, think carefully about shopping at DFS. You will lose your money if it turns out that the goods are of low quality. Aldona Lewandowska.”
