“Absolutely disgusting had finton sofa and armchair a year complained 6 days after delivery as cushion on armchair had sagged then the sofa went as well a year if complaints which included the finance people and the ombudsman I have been told it’s normal and called puddling !! Absolutely disgusting customer service appalling and we are stuck with year old furniture that looks awful !”
“Bought a new sofa, waited a while for it to arrive then when it did, instructions to fit the feet etc are poor, no pre drilled holes visible, so with out having to rip open the bottom of the sofa there is no way of finding the holes for the feet..
Poor workmanship really, not that difficult to pre drill a few holes and then clearly mark ok the sofa where they are
Rang customer service about as much help as a chocolate teapot and apparently someone will call me back within 72hrs? Looks like I will sitting on the floor for a couple of nights
Not what I would expect when you buy a brand new sofa.”
“photo one good side. photo 2 bad side. tecnican fixed twice but made it worse only 3 weeks old! dundee manager said it’s not a fault 🧐. both dundee manager and technician said it was the way it was delivered so that’s a fault!!!! review dfs before ordering wish i did the company is a joke. now taking legal action . PLEASE LOOK ELSEWERE!! telling me there’s nothing they can do even tho tecnican said if it happens again the arm will need replaced!!! this company is all over the papers with other customers!!!! wast off £2k. Updated just had new arm cover replaced what a mess not even a matching color totally unacceptable! Next step legal section 75 all they care about is your money”
“I brought a leather suite from the in May 2025. It was delivered in August 2026. A few weeks are delivered we notice that the support was going in the arms. In February 6 months after delivery I reported this to the branch I brought it from. I was reassured on 2 separate occasions by the staff at the store that i wasn't to worry as covered by the 2 year guarantee. I was told that the arms would be reshuffle or replaced. In reality when the service engineer came to visit it was completely different. He was there for less than 5 mins and said it wasn't covered under the guarantee as it was our fault that we placed our arms of the armrests. Apparently wear and tear. I escalated my complaint but it was still met with this response. The manager at the Nottingham store who the complaint was escalated to was actually quite rude. The service engineer basically told me I was at fault because I had purchased a leather suite and paid extra for a better quality leather as it creased easier. Seeing as my complaint wasn't about the creases but lack of stuffing showed how little he cared. He told me to dig my fingers into the arms and pull up the stuffing until you hear it rip as this pulls the wadding back uk. He did this and it made no difference. I cant do that as the leather is thick and eventually it will damage the leather. He said after 2 years I should claim against Guardsman as they will come out and fix it. I got the impression he was passing the buck. I will never by from DFS again which is a shame has we have always done past. There guarantee is totally worthless”
“I purchased sofas from DFS over a year ago the back cushions are already going flat. I don’t even use the sofas much as these were for guests. The fibre used it’s very poor. I don’t recommend DFS and regret purchasing these sofas.”
“I have had issues since day one 2023 and up to date [20th May 2026] they are still not resolved. I have had 8 technicians in my home, holes in the fabric, motor on the recliner failing and the frame collapsing numerous times. Today [see above date] a lady names Sue T from head office sent me an absurd e-mail which suggested that, the frame that is constantly collapsing is being sat on too often ??? My stress levels are through the roof”
“In January 2026 we visited DFS Gateshead store and bought a sofa worth £2,500 (approx). we were given a delivery date of around 25th March. on 8 March, we recieved an email saying it will be delayed to April as their orders have a lead time of 12-14 weeks MINIMUM. that would mean never ending deadline...other retailers (who have identical product) I am not allowed to mentioned guaranteed their delivery date but we opted for DFS due to previous relationship and faster delivery date. Went through their online chat who was useless and asked us to write to the company, wrote to the company and they sent an email saying speak to the chatline if you need anything, promised a call back within 24-48 hours that never happened ... and after all that, they were surprised how upset we are. shocking post sale service...just when it matters”
“I have always purchased my sofas from dfs, but on this occasion it will be the last time I ever do! I never assumed they were this bad until I had a slight issue and the manager was so rude and utterly unhelpful! Be careful when buying cos if it’s not straight forward and you have an issue they bite like a crocodile!”
“Terrible service. We were told not to bother scoring if the service was below an 8 as it is considered as negative feedback but surely all feedback should be considered. Store member was pushy for additional extras like it wasn’t enough we were spending £2,300 on the sofa plus the £130 delivery. Sofa was promised on 2 delivery days and failed to turn up. Days off work wasted. When complained got offered a ‘luxury’ hamper with 8 bottles of beer but the box had 12 holes. Quite frankly an insult. Complained again about the delivery and they took over a month to reply and responded when chased with no further outcome. Poor service will not be using again.”
“People be warned please steer well clear of DFS absolutely shocking company to deal with when something goes wrong and it will,sofas made in china,cannot get spare parts,cracking leather sofa only 4 months old,seat cushions slanting to one side,sofa wooden frame broken inside,head back rest peeling off leather,leather colouring coming off, we took extra warranty out which cost us money they did not honour the warranty so upsetting I will never buy from DFS again a total waste of £3500 sofa and chair,people you have been warned.”
“I reported damaged items on 02/02/2026, day I received the goods, and still haven’t received any response. The drawers of the TENO TV cabinet arrived damaged, and the cabinet itself has minor chips.
Unfortunately, this isn’t an isolated issue. Previously, I had problems with Stowen sofas, where the sets were not aligned properly. This was reported and inspected, but nothing was resolved. I was told the issue wasn’t a fault because the sofa is handmade, which feels like an excuse rather than a solution.
After getting nowhere, I raised a Section 75 claim, and was then threatened with breaching my contract, which I found very concerning.
Overall, the lack of accountability, poor communication, and unresolved faults have made this a very frustrating experience.
I should have learned my lesson the first time. I would not recommend purchasing from here.
I wish id read reviews before purchasing.”
“Absolutely awfull furniture not as you see in the store! Poor quality made in China again not what your told.
Numerous faults reported within 30 days so rejected as per Consumer Rights Act 2015! Only to be lied to and ignored by DFS and Finance Company avoid at all costs.
Order number 22Y4Q1266.
I think you will find the lovely Julie L from Customer Service is the one you need to liase with absolutely a disgrace from your Customer Service.
All you care about is taking hard earned cash once you have it your not interested.
Please anyone reading this review check out Facebook over 5000 people having the same issues.”
“Omg it's been absolutely disgusting first they send someone out shortly out to see the sofa after we complain who had no intentions to listen to my wife so she askec him to leave. The backs of the sofas continue to move and are ridiculously uncomfortable so after he review someone got back to asking to ring this number so she did they again sent BRAD out Christmas eve obviously to humour us saying the back off the sofa wasn't clipped in right so he turned both sofas and stated oh they wasnt clipped so he put them together I must of admit I did hear a clipping sound. Once turned over no shock to us they still move again he humours us asking my husband to move the back of the sofas whilst he videos the movement made a big song and dance about that he would take this back to the store we brought it from and show the manager there and someone will get back to my wife in the new year. Since then my family have come over Christmas and have had to sit on this extremely uncomfortable sofa and obviously the back as worsened which we did say to BRAD. So we haven't heard anything so my wife calls them the lady at the call centre informs me that BRAD had written resolved on his call out notes so there you go DFS total load of lies you have told us and had no intention of connect us its disgraceful. Well you have to send someone else out know as the back as worsened greatly.
7 January 2026
Unprompted review
Edit
Del”
“We bought a sofa and chose the filling based on the fact it was comfy and the lady said it only needs plumping every week when we got it we thought it was amazing till we had to plump the seat cushions up at least twice a day otherwise you feel like you are sat on the floor, I contacted them to be told its another £2000 roughly to change the filling this is after buying a £3000 sofa, o asked for someone to come look at it, he walked in looked at it amd said nothing he can do. He didnt even sit on it. NOT HAPPY do not recommend, so unhelpful, now we sit upstairs of an evening as its comfier. We shouldn't have to do this after spending the money on a sofa”
“If I had a choice I would like to give 0 🌟,
We ordered a leather sofa while a go we received similar but not the one we choosed in store, delivery came earlier than expected date, doesn't look bad, but not comfortable to seat as the one in store,few years later started fading from brown to orange. When we asked them they said nothing they can do, because the insurance was expired .
We will never recommend this company @ all!”
“My sofas arrived and the delivery men immediately told me they wouldn’t fit Into the living room. No attempt was made to even try and get them in. I was left with 2 options. Take the sofas away and I ‘choose new ones’ (I’d already waited 11 weeks for these ones) or leave them fully boxed up in the middle of my house/garage. They said we would need to have the sofas dismantled to fit them in. Not willing to have the sofas taken away, we had no choice but to accept them so we were left with one in the kitchen and one in the garage. We found it hard to believe they would not fit, so we unboxed the first sofa (they were both 3 seaters) and manoeuvred it into the living room ourselves. So it was absolutely possible and took less than 10 minutes to move once unboxed. The delivery men just couldn’t be bothered. When I reported this back to DFS it seems the delivery men lied on the paperwork and wrote that I was ‘going to find another entrance into the room’. I have no idea what this is supposed to mean, as it was never something that was discussed and isn’t even an option. Apparently a £5 ‘gesture of goodwill’ is the best offer. Considering I paid £129 for delivery which wasn’t completed, as well as £45 for a care kit which also wasn’t received, I’ll be escalating this further.”
“If I could give no stars I would, terrible experience from DFS Blanchardstown didn't receive what I ordered want to get an engineer out to change the item, item doesn't look new reckon given a display model told by UK my item hadn't arrived must have gotten display model. Given wrong colour I am so upset the treatment of the store I just want a refund as I actually don't want that item in my house anymore. Avoid this company the after dales service is terrible”
“Don’t buy from Dfs. Only had my Sophia sofa 3 days and the swivel chair seat is moving off every time I sit on it. And overhangs. went into store to reject it as I’m within my 30 days and they refused.”
“Shocking service from DFS.
We purchased a corner sofa from the Shrewsbury store in April 2025. The day before the arrival of our new sofa we had our old sofa taken away to allow the new sofa to be fitted into our lounge. On the due date the delivery driver got out of the vehicle and said straight away this sofa will not go through the doorway it is a common fault with this design and many have been returned.
We went to see the manger who immediately highlighted it was our fault this had happened. During the sale however we were not made aware of any design fault and that our house should have a double doorway the get the sofa into our house. Yes we measured that it would fit in our lounge but not to go through the doorway. The manager said we made you aware of this detail in the paperwork we sent you. I clearly remember the sales person saying are you sure this is what you want as once the order is placed it cannot be altered. Our paperwork came through 2 days later. The manager then wanted us to take our window out, absolutely not, ok you will have to pay an administrative fee for the sofa to be changed to the new design. Again I was not going to pay anything. DFS did waive this charge and we awaited the new design to be delivered. This did arrive in October but the one backrest would not fit and the arm on the one side had a large stain over it. The sofa was left with us in pieces and the new parts had to be ordered. We were promised these would arrive before Christmas. We were then phoned to be advised this would not be possible and delivery would take place on 30th December.
So a sofa in pieces in our lounge with guests coming for Christmas. We can no longer keep giving this company numerous chances to sort out this matter and we are currently waiting for the sofa to be collected and taken away. Store manager very rude and not even an apology about the length of time this has taken.”
“I visited the store with measurements of the area where I required a sofa to fit. The store manager recommended a particular sofa, explaining it was modular and could be delivered with the seats positioned to fit the space.
The delivery company attempted to place the sofa in my home, causing damage to my property. The sofa was too large, I refused delivery. The delivery personnel were unhappy with my decision and attempted to persuade me to accept it, promising DFS would replace the sofa within a week. I remained firm and refused delivery. They removed the sofa without due care and attention, causing further damage to my property.
I contacted customer services immediately as the sofa was not fit for purpose. I was informed a store representative would contact me within 72 hours. I visited the store and spoke with the assistant manager, who stated the manager had made at least five similar errors in recent months due to limited product knowledge.
The assistant manager assured me that he would acknowledge her error by reducing the cost of the reorder. I accepted and waited for his invoice. I was surprised to discover his acknowledgement was free delivery (£129).
I immediately emailed a formal complaint to customer services and cc’d the CEO.
I received an AI-generated response from the store manager informing me there had been an oversight and misunderstanding when placing the order and she would offer a further £200 as a goodwill gesture. I declined this offer as it would not compensate for the damage to my property, inconvenience, cost of a temporary sofa or the stress I experienced. Nor did she provide a written apology for her error.
Initially, I hoped to resolve this matter amicably and made a counteroffer of compensation. However, she refused. We had reached an impasse and her lack of professionalism and accountability forced me to retract my counteroffer.
The matter was referred to her manager, who appeared to understand my perspective. However, refused to increase compensation to include costs of repairs, reimbursement for temporary sofa or recognition for inconvenience / stress inflicted.
This matter is now with the Furniture & Home Improvement Ombudsman and litigation case preparation is in progress.
I strongly advise against dealing with this company if you expect accountability, professionalism, respect or to be regarded as a valued customer”
