“I absolutely hate my new settees. I regret buying my settees...they are Soooooo uncomfortable...there just so horrible to sit on. They make you feel so hot. I feel sick that I spent the last of my hard earned savings on these rubbish settees,they are not worth the money I paid....there not quality made. I waited ages for these settees only to be soooo disappointed! I feel like I have been robbed!”
“Discussion customer service SETI was still under guarantee they didn't want to know I'd spent £2,000 they are absolutely skunk do not go near DFS to trust pilot reviews are a lie they are”
“Although we had to cancel the sofa 2 days after it was ordered due to a family misunderstanding the deposit was refunded by the store in Milton Keynes”
“This has been, without question, the worst customer service experience I have ever encountered.
After waiting seven weeks for my sofa to be manufactured, DFS arranged a delivery date. They simply didn’t turn up. No delivery, no meaningful communication, and no explanation. In total, three separate delivery dates were arranged, and on every occasion DFS failed to deliver as promised. Between myself and the company, there have now been well over 20 phone calls, countless emails, and hours of my time wasted simply trying to get them to fulfil what should have been a straightforward order.
When a sofa did eventually arrive, it was the wrong one. I then discovered that DFS intended to deliver this same sofa to the customer who had actually ordered it, despite it having been in my home for almost a month. Their solution was reportedly to offer that customer a £50 discount as a “gesture of goodwill”. In my view, once a sofa has been delivered to the wrong home and remained there for nearly a month, it is no longer a brand-new product. I would certainly not be happy receiving what was effectively a second-hand sofa, regardless of any discount.
From there, everything went from bad to worse.
After arranging yet another delivery, the correct sofa finally arrived—but it was stained. Rather than replacing a defective, brand-new sofa, DFS sent an engineer to clean it. Not only did the stains become even worse, but the engineer also managed to cut through the thread securing one of the sofa’s buttons, causing further damage to a sofa that should never have left the warehouse in that condition.
Following this, DFS eventually agreed to refund me. However, even then they failed to turn up to collect the sofa on the agreed date, once again without any notification, explanation or apology. It is astonishing that a company can repeatedly fail to honour appointments while expecting customers to continually rearrange their lives around them.
Perhaps most disappointing has been DFS’s complete failure to deal with my complaint properly. My formal complaint remains unresolved. It has not been properly acknowledged, promised escalations never happened, emails have been ignored, and the company has repeatedly failed to follow its own published complaints procedure. I have had no option but to refer the matter to the Furniture Ombudsman.
What is equally concerning is the apparent attitude towards consumer rights. A refund for supplying faulty and damaged goods is not a gesture of goodwill—it is a legal obligation. Yet throughout this process, DFS has behaved as though resolving issues caused by its own mistakes is an act of generosity rather than complying with its statutory responsibilities.
This isn’t a case of one unfortunate mistake. Mistakes happen. This is a consistent pattern of incompetence, poor communication, broken promises, missed appointments, damaged goods, failure to follow complaints procedures, and a complete disregard for customers’ time.
I have wasted countless hours taking time out of work, making over 20 phone calls, rearranging my schedule around appointments that never happened, repeatedly explaining the same issues to different people, and chasing responses that should have been provided proactively. The wrong sofa was delivered, the replacement arrived damaged, the attempted repair made it worse, and even the agreed resolution has been mishandled.
For a company of DFS’s size and reputation, this level of service is simply unacceptable. I cannot recommend DFS to anyone and would strongly advise potential customers to look elsewhere.”
“Was told delivery would be 16th June.
Have had no calm.,Just been on to customer services who tell us they don’t know when delivery will be and we will have to contact their “ trusted” delivery firm. I only agreed to buy it ( 3 piece suite)
because the salesman told me it would be delivered today.16th.we are elderly, wife is infirm and we have only a kitchen chair to sit on. Deplorable, uncaring behaviour..
Customer services were polite but condescending in my view. Too late to cancel order.”
“Corduroy recliner looked pretty and was comfortable. This only lasted 4 years before gradually flattening out and becoming unsupportive. I was sold a 15 year guarantee which turned out to be worthless as DFS refused to investigate or honour the guarantee. Never again. Appalling service for a large company like this.”
“Do NOT order from here.
We ordered two mattresses, checked they would be delivered to the room of our choice, explained this was up the stairs and in two bedrooms as we have mobility issues. 100% confirmed that this would be the case. The mattresses were bought into the house but the delivery drivers refused to take them upstairs. We spent the night sleeping on the sofa as we weren't able to move them and had to pay the neighbours grandchildren to take them upstairs (£100 total cost to us). Spoke to the delivery company, they said the mattresses should have been taken to the room and they will raise it with DFS. Spoke to DFS they said the mattresses should have been taken to the room. I asked for payment of £100 as reimbursement. They sent me £49 which was the delivery charge but refuse to repay me the final payment. After spending over £1300 with them and not asking for payment to cover inconvenience or the night spent on the sofa, the idea that they won't repay £51 is awful. I have raised it to the ADR and it is in the process of going through but please, please, do NOT order from this company. Awful customer service.”
“Furniture arrived 15 weeks after order as promised but when we sat on the 2 seater settees we realised the 2 sections hadn’t been joined together. Tried to contact customer support. Still waiting for a call back 24 hours later”
“Hands down this is THE worst furniture store ever - they are sweet as anything before you buy and once you paid your money, it's a never ending nightmare. Bought a furniture which was supposed to be made in the UK and turned out to be China, then arrived two weeks late and they blamed strait of Hormoz, staff and in particular the Gateshead store manager are confrontational, aggressive and obnoxious, and once we had the £3000 settee...it was marked. we then had to wait two more weeks for their technician to come out, tried to remove the fault / indentation with his finger and nail and it did not work. he then said he will repair it with steam but we refused repair. as all other people reviewing DFS on this site experienced, they insisted that repairing the sofa with steam is not a repair and they refused to assist. Do NOT believe their promise and statements that they inspect every piece of furniture to ensure customer satisfaction - just like their statement of UK made, all worthless sales talk.”
“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.”
