“I payed for 2 man delivery and instalation and was shocked when the delivery team refused to assemble the very heavy ceramic dining table and left the very large box lying on the floor. I made a complaint and after weeks of no contact I asked for an update on my complaint. I then had the salesman ring me to say that I hadn't paid for installation. I think if you check on my invoice you will find that I did.. Yet another unhappy customer.”
“Terrible QC. They should’ve caught all this before delivering but here we are. We have an appointment with the engineer on 1st August. Will update the review when a resolution is reached. I’m not sure how they’ll fix this without replacing the affected units.”
“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.”
“I faced a tough situation when my account got blocked following a withdrawal request. I was concerned about losing my investment. Thankfully, Mrs. Mercy and her team provided excellent support. They kept me informed, worked fast, and helped me recover my money without any issues.”
“I faced a tough situation when my account got blocked following a withdrawal request. I was concerned about losing my investment. Thankfully, Mrs. Mercy and her team provided excellent support. They kept me informed, worked fast, and helped me recover my money without any issues.”
“Bought 2 leather sofas from Hanley branch,March 2023.recently the leather has started to peel on one sofa sent letter to branch 2weeks ago no reply or acknowledge ment so contacted customer service.was told guarantee had run out nothing more they can do.do I have any rights.the sofa in question gets very little use as we are in our law seventies.”
“Their sofas and chairs are pleasing to the eyes, but the quality of materials, inner frames and craftsmanship is very poor, cheap. They charge too high a price for rubbish.”
“Went back to the store on 15th June to contest the information they had received from the service team re the seats on the sofa . Again they said there was no fault , I showed them the latest photographs I had taken of the problem but assistant in the shop said there was nothing they could do . I received an email this morning from DFS after I had put the review on Trust pilot saying how sorry they were that I was unhappy . They continued to say no fault was found and apologised for any inconvenience this may cause . What a farce . This is the second review I have done because of the condition of the sofa seats and still no resolution has been forthcoming.”
“Took delivery of our sofa and chair in march 25 , after three days cushions on sofa started rippling after sitting on them . Contacted shop and customer service regarding the problem . Showed photographs of the fault Had inserts replaced after several phone calls and visits to the shop. The problem was worse , had another visit from triage team who informed me that this was normal and just keep turning the cushions . I have to do this everyday . Had another visit today and was told there was no problem, he wasn’t interested in anything I had to say about the sofa and couldn’t wait to leave . Terrible quality and customer care not interested .”
“Appalling after sales.
Placing the order instore was great no issues. However after they took my money, its been nothing but unprofessional, lies, appalling service, misleading information, no return of calls, late delivery by 3 days impacting on work, don't care attitude, customer services a waste of time, the list is endless. DFS don't care once they have your money. Avoid.”
“Bought 2 Arrio sofas, a matching chair and ottoman a few years ago. Loved them they Fit my room and style perfectly. However Upon delivery I could tell the build quality wasn't great and with in a short time both sofas developed structural problems with the frames. However DFS were quick to fix these problems as they cropped up on 3 separate occasions and My experience with DFS customer service has been nothing short of outstanding. From the reps in store (Poole) ensuring delivery within a tight time frame so that I had furniture in time for family visiting from Australia to see my new home, to the customer care team over the phone when problems started showing and the engineers who visited my house 3 times over the past 3 years to fix the problems. Every person in the chain was pleasent, friendly and helpful and got the job done.
3 years in, the cushions are starting to sag but the fabric and frames (following the repairs) are still as good as the day I bought them so I will look into replacing the foam pads/ inserts before too long for a better quality, firmer foam which should greatly extend the life of my sofas.
My overall thoughts of DFS: I love the product but Quality isn't great and it would be very unlikely that I would buy from them again, But I have nothing negative to say about the Customer service which for me has been nothing but excellent.”
“Did not say at any time , did they say , the cost at delivery £129
Need to be transparent about this charge
Three of my family have bought sofas and didn’t no about the charge. Very disappointed ☹️”
“I ordered the Patterdale corner sofa in green last year which I received in December and the wrong cushions had been delivered which I found out after raising a complaint about the end cushion being so high you couldn't sit on it,and also the huge gaps that you fall into when you sit on any part of the sofa. They said they would order replacement cushions which arrived in March but they were the same,if not worse. They guy who came to fit them kept kicking off at me as well that he couldn't find anywhere to park and that they should have booked 2 people and not one for the job ,when none of that has anything to do with me anyway. He eventually came with the new cushions but they were even worse than the first ones where I showed him you can't sit on it without tilting over and the reason I bought it is because I thought it would help my back problems but as you can't sit upright anywhere on the sofa without falling into gaps or tilting over,my back is now worse. The Enfield store called me and I said I was still not happy with it,and she advised I allow time to let the sofa cushions settle so I agreed to that as I do like the colour and didn't want the aggravation of waiting months for another sofa. After the few weeks of waiting for the sofa to settle in,it never did and now it's much worse as the padding is now all ridged and sticking out, and the end cushion is just doing it's own thing and toppling off the end and sticking up into the air. I now sit in a deck chair because of my back and have emailed them 3 times since March to please take it back as I can't use it despite their advice to let it settle..Now they just ignore me and don't reply. It's cost over 2k to have sofa I can't use and I just bought my son a second hand one for £80 which I can sit on comfortably. I would advise anyone to think twice and read reviews before buying from DFS. My last 2 sofa from them lasted me 14 years and stayed comfortable. I only got rid of them for a decor change and they were getting old. Something has happened to the standards of DFS and they are not the same as they used to be. Think twice before buying from them..Sorry DFS you really let me down on this one. I'm ready when you are,to take the sofa back..”
“We ordered two sofas in February and paid in full. We were told the would be delivered within 5 weeks. They have been delayed 4 times now with no explanation as to why. They have taken our money but not delivered the goods.
Complained on numerous occasions to Customer Services but all they say is “there is nothing they can do” - that is when they actually reply to our complaints….
Never buying from them again.
Still waiting for our Sofas”
“I purchased my sofa almost 2 years ago when I purchased the sofa I was told that there is 15 year warranty on the sofa.
No info was given regarding cushions that the warranty is only for 2 years.
My sofa cushions have sunk and when we sit our back hurts.
I called and someone came to check and now I have been told that nothing could be done as it is a normal wear and tear.
Extremely disappointed and angry with the way my issue was handled and the lack of customer care.”
“Shocking !
False promises lead to an expensive order.
Lovely salespersons in Tunbridge Wells on 13 th February...telling us we could have our sofas within the month, which met with our house move timescales.
Should have been 20th March, but we actually asked for a few days later to complete a renovation
Well that date came, and an email told us 10th April (today)....
...and today we get another email telling us 10th May !!
3 months!! We have nothing to sit on in our beautifully restored house, and no faith that date will produce any furniture now !
These products are not cheap. And I could have something bespoke made far quicker...or find a competitor that did quicker than 3 months (hopefully!)
Save your money and don't believe the promises in store
Go elsewhere”
