I had a positive in-store experience when purchasing a sofa from DFS Poole, but unfortunately, everything that followed has been nothing short of a nightmare. When the sofa arrived March, it came with two visible stains, a broken storage compartment lever, a cracked footstool, and the wrong care kit (leather instead of fabric). It was clear the delivery team hadn’t checked the items properly before assembly. I reported this to the store immediately, and to their credit, they arranged for a technician to come out that same week. He did an excellent job removing the stains, ordered a replacement lever, and arranged for a new footstool. He also mentioned we might be eligible for a partial refund – which we appreciated – but unfortunately, he didn't bring the correct care kit. Weeks passed, and we still hadn’t received the care kit, meaning we avoided using the sofa in fear of damaging it. The technician returned with the new lever and footstool (again, appreciated), but still no care kit. Despite several follow-ups, it wasn’t until a month after delivery that the care kit was finally posted out, only after I escalated the issue again and mentioned a refund. During the next phase of communication, I spoke to two different members of staff at the store, none of whom would put me through to a manager – which was extremely frustrating. One assistant offered a hamper valued at well over £100 (I was told multiple times) as a goodwill gesture, which I declined (I didn’t feel a hamper made up for the hassle). Eventually, I was able to speak with the manager, who initially offered a £60 refund, which I found wholly inadequate given the issues. I proposed a 10% refund (roughly £200 on a £2,000 sofa) or at the very least, the footstool (which arrived broken) free of charge at that was valued at around £300. After further discussion, the manager increased the offer to £120 refund on our finance, which I reluctantly accepted just to move forward.However, the situation got even worse from there. Despite being told the refund would be processed within 10 working days, nothing appeared on our finance or card. I contacted DFS customer service, who said someone from the store would get back to me – they never did. I chased again, and was told the refund hadn’t even been processed and it would now take 21 days. At this point, it was already over a month since my conversation with the manager (15 May). Eventually, on 12 July, I was told the refund had finally been processed and should be returned within 7 working days – over two months after agreeing to it. The manager later emailed me claiming she thought I was chasing a card refund (which I never requested), adding to the confusion. This entire experience has been frustrating, confusing, and incredibly time-consuming. I've received conflicting information from every department I’ve spoken with. The lack of internal communication and accountability has been shocking – and this is still unresolved as of now. I have all dates, names, and an email trail to support everything in this review. For a company as well-established as DFS, this level of service is simply unacceptable.