For 30 years, we had only bought sofas from DFS. We ordered our sixth sofa last year from the Measham store. When it was delivered, the leather was markedly different than the one in the store. It would not let you ‘slide around’. Your clothes were gripped and rode up your back when reclining. Furthermore, it was very uncomfortable creating lower back pain. We raised the issue but after two visits they simply declared it was not faulty (which we never claimed) so they would take no action. Two emails to the CEO meant nothing with no shift in their position. I raised a complaint with the ombudsman who took three months to eventually side with DFS - who I’m sure pay for their existence along with other furniture stores. We will never buy from DFS again. They have lost all our future business which could be many thousands of pounds. This is simply a bad business result. On their website it states that the customer is at the heart of their business. Poppycock.