“We ordered a chair online which in the filtered photos looked great, as it was delivered it was clear the quality was shockingly bad (even got a comment from the delivery team about it) so we requested it was returned as it wasn’t worth £50 let alone the £500 we were being charged for it but we were then told that we had to send it back to somewhere a few hundred miles away and that we would have to either pay £150 to DFS to collect it or to cover the cost of sending it back ourselves (around £190).
It’s so sad to see what company’s like DFS have become and their complete disconnect from the customers and their satisfaction with the product.
We were basically told it’s our problem by the man we spoke to on the phone.
So now I guess we are going to have to give up £150 2 weeks before Christmas to get rid of the thing.
Will definitely be warning friends and family about DFS in the future.”
“I would just like to say that today we had excellent service from the DFS DELIVERY GUYS, keep up the good work.
Cannot say the same about CUSTOMER SERVICE though, not very helpful”
“Shocking customer services from an online purchase. Manager Mike's attitude was appalling. Ordered sofa in June. Check for an update in September to be told it wasn't even processed. Tried to cancel and they were going to charge a 10% cancellation fee and we were told to be grateful as its usually 20% when I asked why we should have to pay this we were asked "why should dfs have to pay it" December and we still don't have a sofa !!”
“Stay well Clear from this lot
My partner and I purchased two different orders in the space of 10 days totalling over £8000. Before we paid any money we were promised we would have all the furniture in or around the 23rd of November. The only thing they could manage is the dinning table before the 23rd bear in mind this was the only piece they had to order in all the other couches were in the shop in Aberdeen. We got some delivered on the 26th.Cut a long story short after 6 phone calls and two more trips into the shop we are still waiting on the final couch as seemingly had to go all the way to Glasgow then Edinburgh and all the way back up the road again which to me makes no sense whatsoever. Phoned up a few times and just getting the run around to be told i will get a phone call in 48 to 72 hrs.
This is no way to treat people!
Ben”
“Ordered couches 28/7/24 was told 8/10 weeks delivery Arrived 20/11 17 weeks later No communication from DFS at all during this period I had to continually phone them Excuses after excuses not their fault distribution’s fault Delayed coming from CHINA Asked to be put through to Head Office but only got as far as Manager from Stirling Scotland store ?? When my couches finally on route to my house I asked for a goodwill gesture after everything to be told it was not their fault it was distribution’s fault But then said they would refund delivery charge WOW I wish I had never choose DFS to buy my Couches from I will never buy from them again and I will never recommend them to anyone Jacqueline Easton”
“In 2023 we purchased a Leather Three pieces suit From D .F .S Bristol , Eighteen Months on and the head support started to pill ,.D.F.S Sent a person out to inspect the chair and to make a Adjustment to the second chair ,said the filling in the recliner had gone flat and would not be replaced . his suggestion wast to put a Throw over the suit
Returning to the main problem with the Leather Pilling He said sorry but there was nothing he could do and advise me to talk with the store .
A senior member that we had to wait 48 hours before a phone call was made to us ,and his answer to us was , The Damage was probably caused by hair product or any medication being taken ,well if Head and shoulders can do thjs what is it doing to my skin.
This person from D.F.S. must of had a Book on excuss from the comedy club ,as I explained so why is there no defect on the arm rest ?.
So all i can say to you is unless you got money to throw away say clear of D.F.S
We will be calling on Trade and standard ,but i won't hold my Breath . Because We expect They hold a room just for D.F.S. Complaints .
The The Guarantee is not worth the paper it's written on , only buy if you are offed a one year free trail .
Bristol ex Customer”
“We purchased 2 sofas a year ago very quickly is was apparent they were really poor quality. We rejected them after 3 months via our consumer rights. They sent a service manager out who said it was our fault they were mishapen and we need to plump them more - for approx 15 mins a day! Long story short after he visited again and realised there was no way of ‘re stuffing’ these saggy sofas as there was no easy zip to get in and out of the inner. The bottom had to be ripped out of one sofa by him. The sofa had more stuffing put in that is now misshapen again. After another complaint and a 7 days notice they have said nothing else will be done. Given their track record it is time they were taken to court which is now our intention.”
“My sofa cushion covers are 2 different colours but Dfs telling me nothing wrong with it had the cushions inside sprayed as smelt of garlic the chaise that clipped on to other part of sofa was broken sofa is just a year old there management at new Malden store very rude so why purchase a sofa care package that ain’t worth it just ripping of customers”
“Where do I start. So I ordered a bed frame. It took 3 weeks to arrive and when
I initally made the order it stated installation included. It came flatpacked and self assembly. Took me nearly 7 hours as the diagrams kept making me build it backwards. Didn't have help as i was told it would be built for me but when i spoke to DFS i was told it never had installation included even though I have the original email and proved it but I was told I would get a call back within 72 hours.
Anyway 7 hours later I discovered the last piece (The middle legs) were missing. Waited until they opened the next day to phone and again i was told by dfs that I would get a call back within 72 hours from the relevant department.
3 days later still no calls. I contact them again. Then informed that it was escalated and I would receive a call back Within 72 hours. It has been over 2 weeks. Recieved 2 emails from the manufacturer - one saying that the piece would be sent in 3 weeks and the other in one week.
I have had no bed to sleep on.
This is not good enough. I have been lied to throughout and I don't want anyone to have to go through this.
This needs to be resolved and no i do not need the final piece. I have no use for the bedframe. I need my money back.
Absolutely shocking customer service. WORST EXPERIENCE. I have been forced to write this review as I have had no help from them what so ever.”
“Taking delivery of our suite and footstool in February of 2024 on delivery the suite was damaged during transit we ask delivery driver to return it to DFS they were unwilling to do so!!!!! and reffed us to the office. An upholsterer came to repair the damage,but not too our satisfaction during the eight months since we have taken delivery of the suite it's obvious that the workmanship and leather used is of very poor quality. After raising our complaints with DFS.Another upholsterer came inspected and concluded it was normal were for the suite to be like that, WOULD NOT ADVISE ANYONE TO BUY FROM DFS BOLTON!!!!!”
“Bought a red leather corner settee. Bonded leather flaking off everywhere. Supposed to be a 10 Yr guarantee, DFS don't want to know. DO NOT BUY BONDED LEATHER SETTEE'S FROM THIS AWFUL/LYING COMPANY”
“Appalling customer service. Once a sale is complete they have zero interest in rectifying any faults or replacing a poor quality item. Avoid like the plague!”
“We bought our sofa and chair for Xmas 2023 6 weeks after delivery I complained that one half of my sofa was good the other half seemed to have no support it’s like sitting on 20 year old sofa one side and a new sofa on the other 3 times they have come out and say can’t agree even thou they agree the sofa could have been made in one part of the factory and the other on a different part of the factory the chair has sunken and the creaks every time you move again they say there is nothing wrong with it ,we spent over £2.000 pounds on this load of rubbish it’s embarrassing when people are hear ,my last sofa was 14 years old and my grandson still has it in his house my new sofa is really uncomfortable and gives a bad back , e very aware before you buy from them”
“The staff in store and after care /repair service were very friendly and as helpful as possible. However, the workmanship and quality of my two sofas is, in my opinion, pretty poor and very disappointing. I certainly would not recommend DFS to any of my friends and acquaintances.”
“Went to dfs Hedge End to buy a sofa on Saturday the one I picked they had two in stock in two different warehouses somewhere around the country which they said I will get a call / email from the delivery team. On Sunday I received a text saying my sofa will be delivered on Thursday so I booked a unpaid day off from work. Got a text message from dfs on Tuesday saying the delivery will be with me between 12.48 -15.48 I was happy with the service from day one but on Wednesday just before 1 o'clock I got a call from dfs saying your delivery has been cancelled due to it shouldn't of been sold to me and that the store I ordered it from will be in touch to arrange another one. I said the reason why I ordered it was because you had two in stock. And what am I going to sit on and I've taken the time off work so now I'm £200 down on my wages aswell for no reason she wasn't interested and said the store a be in contact. They've not been as yet Not a good service
I only ordered it from them because of the quicker delivery I was going to order from a different company what was 2 weeks delivery
That backfired on me I don't think I'll use them again and I don't think I'll recommend them aswell”
“Rated 1 out of 5 stars
I bought a 2x3 seater and 1x1 seater…
I bought a 2x3 seater and 1x1 seater recliner sofa set.The one we choose in showroom was different than one we received.when l made a complaint they said they sent me the pictures of the one l received by email so l should have notified them if it was wrong order. When we received the sofa one of the power pack(with split head or double head)missing and delivery man put in notes said l will receive soon.02/09/2024 received sofa today is 19/10/2024 l only received single power pack which is not good because l need double head. I called them several times but still haven’t received (this is banbury branch by the way) never ever buy anything from them and if anyone ask me l will not recommend this company very friendly liars.
Date of experience: 02 September 2024”
“Sagging cushions after few months paid early 800 for a 4 seater. ARM. Rest worn BOUGHT EARLY. 2023. DO NOT. UY FRI. THESE DFS ASTHERE OT MADE IN ENGLAND
PROPABLY CHINAGOING TO GET A PROPER SOFZ THAT WILL LAST ICE ONE MADE IN ENGLAND. CHESNUT LEATHER”
“Bought table and chairs saying estimated 6 weeks. It's been 14 weeks now it's ridiculous. I am still waiting for a call back it usually takes up to 72 hours. It's been a week. I want to cancel. But my wife insists I should be patient 😐”
“19/06/23 Bought brand new sofa with stool costs £3000, got it delivered but the stool leg broken. Asked for refund not given!! They said get it fixed soon.
Waited 1 month, no response, called back and guy said got no updates with supplier, waiting for part.
Waited 2 month, no response and they are predicting to repair by 3rd of November.
5 months of waiting to get stool fixed!!!ridicules. Very bad services, no apologies nothing…
never ever shop again. Wasted my money and time with DFS!! Hope you all find better sofa shop than DFS.”
