I have always been a happy and returning customer of DFS, but unfortunately, this recent experience has been deeply upsetting and disappointing, particularly due to the poor customer service. During the delivery of my new sofa, my front door was damaged. I didn’t notice the damage immediately, as I was inside the house while the delivery was taking place (I wasn't standing guard at the door). However, I discovered the damage shortly after the delivery team left and took clear photos within hours. I contacted DFS right away. Customer service called to apologise and offered me £25 in compensation, which I found both insulting and unreasonable. My composite front door is only a year old, and £25 wouldn’t even begin to cover the cost of a repaint, let alone a proper repair to restore it to its original condition. I want to be clear; I didn’t fabricate this claim for compensation. I don’t want money; I simply want DFS to take responsibility and fix the damage caused by their delivery team. I was later told that an "investigation" had been conducted and that DFS would not accept liability. What investigation? Did it consist solely of asking the two delivery men whether they caused any damage, potentially putting them at risk of disciplinary action and naturally leading them to deny responsibility? To make matters worse, I’ve twice asked for my complaint to be escalated and was promised a response within 72 hours. No one has followed up. After spending several thousand pounds on this purchase, I’m now left dealing with the stress and cost of repairing damage that DFS refuses to acknowledge. This experience has made me lose all trust in a company I previously recommended to friends and family. To anyone purchasing from DFS, make sure you thoroughly inspect your property before signing anything, because if something goes wrong, you may well be ignored, dismissed, and left footing the bill yourself. Shocking treatment of a loyal customer & absolutely appalling.