“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”
“Stay clear of dfs, the whole experience is awful.
We ordered our sofa on 26 October after visiting the Bristol store and being advised by 3-4 sales people that delivery was 6 or less weeks, guaranteed Christmas delivery etc, etc. To be honest the experience in the downstairs sales area was uncomfortable.
We were given at date of 7 December yet only days before this was delayed with no apology or explanation. When my husband contacted he was told we could still cancel our order!
We eventually got a delivery date of 18 December. After waiting in for the afternoon, weekend before Christmas the delivery men arrived with the sofa, covered in mould. They said there is something different everyday, so many faults. The sofa had to go back.
We then spent time reporting it on the phone and was told it could be 72 hours before we got a reply. So I went on social media to send the photos of what we received and explained our situation. Later that evening a very patronising man phoned from dfs Bristol and although he apologised for the mould he was not empathetic to our situation. He blamed the mould on manufacturers wrapping it while wet and said we would have to wait 6-8 weeks for another to be made. He felt that was satisfactory. When I asked about how we would be compensated for this situation, he asked what i felt we should be compensated!! His only offer was to refund the delivery fee. So he feels it's ok to order a sofa in October after being told 6 weeks or less, guaranteed Christmas delivery and possibly not receive it until February. He basically told me I was lying about the time frames we were told in store. He said that would only be a lead time! (So tell people that, stop lying to make sales. Put customers first)
Since that time I have posted my experience on social media where dfs have restricted what I can write on my own posts. Again not interested in the true customer experience.”
“⭐ 1 Star Review
I am extremely disappointed with DFS and their delivery service.
I was promised that my sofa would be delivered before Christmas, which was a key reason for my purchase. Trusting this assurance, I got rid of my old sofa to make space for the new one. Weeks later, I am still receiving constant emails with changing delivery dates, none of which are actually honoured.
I have health issues and children, and as a result of DFS’s failure to deliver as promised, my family and I are currently having to sit on the floor in our own home. This situation is completely unacceptable and has caused significant distress.
Every time I contact customer services, I am told that the delivery lorry is “full”. This is not my problem, and it does not justify repeated delays. There is also no transparency whatsoever regarding how deliveries are prioritised — it genuinely feels as though my order is considered less important than others.
This experience has been incredibly frustrating and has completely damaged my trust in DFS. I would not recommend DFS to anyone who expects reliability, honesty and basic customer care.”
“Just want to warn people not to buy the Lawson 3 Seater Power Recliner from DFS. I hope no one has to go through what I've just been through.
The sofa I received is nothing like the one I tested in-store. The back cushions are flat, hard, and offer none of the neck support the showroom model had. It’s genuinely uncomfortable and painful to sit on. I tried the display version several times before buying, and what was delivered feels like a completely different product.
On top of that, the sections were visibly misaligned when assembled. For a high-priced power recliner, this is nowhere near acceptable.
Because it fails to match the showroom sample and isn’t of satisfactory quality, I’m exercising my rights under the Consumer Rights Act 2015. An inspection was been arranged, and I’ve made it clear the issues were there from the moment of delivery.
DFS refused to take the sofa back despite the misalignment, lack of support, and the fact I have a spinal condition and specifically chose the showroom model for comfort. They suggested “batting the cushions,” even though they’re fixed and can’t be adjusted. I’m now stuck with an unusable, rock-hard sofa, and they showed no empathy whatsoever. Truly awful customer service.”
“Bought corner suite fen 2925 from metro centre…no issues till Oct 25 when usb broke & sofa developed a deep ridge in the foam causing the fabric to crease above it. They sent out an employee who blamed the faulty usb on my use of as he said ‘cheap charging cables from Amazon’ even though he never saw one! Then he smoothed the fabric with his hands hiding the ridge and took photos. He then submitted a report stating NO FAULT! I’ve sought advice and know my rights so will fight for a new foam cushion…. I am old and disabled so SHAME ON THIS DISHONEST COMPANY. How dare they treat customers so disrespectfully. AVOID AVOID AVOID.”
“Shocking experience in furnishing our first house with DFS, we were giving wrong delivery dates , poor contact with the customer service team , reports raised and they never followed up . We ordered 2 power recliner sofas and we asked particularly how they will be brought up the apartment and the sales person in the showroom informed us that the sofas get assembled in the apartment , the sofas turned up today in one piece and could not fit neither in the lift or the stairs given that our apartment is in a relatively new building ,
Very disappointed with the misinformation given , the delivery companies they use who sets a slot for delivery which is often non-amendable or changeable and DFS overall customer service that never follows up any complains even after we visited the store and spoke to the guys there.
At one point DFS told us that the sofa isn’t available while the delivery company assigned us a delivery date , we have a lot bought a bed from DFS which the delivery company informed us that they deliver only 2 days a week at the time suitable to them when they are in the area
In a nutshell the product seemed good, the sales team are doing good job sadly they don’t have enough information about the product and the delivery challenges … and the after sales and customer service is shocking , now we will have to rerun this after waiting for almost a month and restart a sofa shopping again”
“Our experience with DFS has been exhausting and deeply disappointing.
We purchased a San Mateo sofa before Christmas 2024, and it arrived damaged. Despite repeated promises — including a refund offer that was later withdrawn — we were left for months without usable seating. We continued paying finance instalments for a sofa that wasn’t fit for purpose, while DFS stalled, deflected, and refused to escalate the matter, even after explaining that there was a disabled person in the household. It ultimately took the Furniture & Home Improvement Ombudsman and our finance provider (who were excellent and recognised DFS hadn’t upheld their own contract) to bring the ordeal to an end”
“Went to DFS Shrewsbury as we have been a loyal customer for many years
Saw Helen and processed the order for a sofa and footstool and then be told there would be a extra £129 delivery charge and we live one mile away. She said I'll speak with the manager and get it wavered but came back and said he wouldn't do anything
He didn't have the manners to come over and explain. Poor poor service and we left unimpressed and didn't place the order”
“I purchased a sofa from DFS (value £4,572) in April 2025. From the day of delivery, the sofa was faulty and unfit for use. Despite repeated attempts to have the matter resolved, it took almost five months before the repairs were finally carried out.
Being left without the proper use of a major household item for nearly half a year caused significant inconvenience and frustration. Under the Consumer Rights Act, repairs must be completed within a reasonable time and without causing substantial inconvenience — five months is neither reasonable nor acceptable.
When I raised this with DFS, instead of offering fair compensation, they offered just £148.82 as a “goodwill gesture” or to collect the sofa for a refund. Neither option reflects the serious loss of use or the distress caused.
I calculated fair compensation of £2,055 (based on loss of use and inconvenience), which is in line with similar Ombudsman rulings. DFS has refused to consider this and has dismissed my complaint with a “full and final” offer far below what is reasonable.
In short:
Faulty sofa delivered.
Nearly five months delay in getting it repaired.
Poor customer service throughout.
Compensation offer that does not come close to addressing the inconvenience suffered.
I will now be escalating my case to the Furniture & Home Improvement Ombudsman and, if necessary, the Small Claims Court.
I would strongly urge others to think carefully before purchasing from DFS, as my experience has been extremely disappointing.”
