“I would give zero stars if I could, the staff in the chester store were rude and wouldn't tell us the various combination prices until we placed an order. They also said we couldn't
see a particular recliner sofa/chair set we were interested in as they couldn't reach an electrical socket. Poor customer service. Would not recommend them at all. Walk away feeling very disappointed.”
“DFS Supplied a Falcon leather recliner and the seat cushions are too soft stuffed with memory foam I weigh 13 stone and sink right down on the seats DFS Rep came round and put more foam into them still not a good surprise give me back ache, I'm very disappointed with DFS and resent payments going to them every month.”
“Absolute rubbish. If you’re thinking about buying a sofa from these people, buy a sack and fill it full of straw.
You’ll have a much better, longer lasting settee.”
“WE brought a new 3seater and 2 seater sofa. very good but don't buy their easy gliders. £66.99 For 24 .online same exact ones £9.90 for 24 .total rip off.”
“Very poor quality and bad service don’t buy anything from DFS.I was order 2 big sofa and one big dining table with 4 chairs and 2 carpets and 2 coffee tables I pay more than £6000 but when I received the coffee table it has damaged I paid more than £600 for these table and I wait more than 4 months to arrived and when I contacted the costumer service they didn’t do anything. It’s awful service I am not happy with their items I lost the money I will not buy again from DFS and no body buy from him bad service and bad experience.!”
“Extremely disappointed with the poor customer service from DFS. As loyal customers who have previously purchased two three sofas, we expected much better. The sofa we purchased was, for some reason, immediately discontinued after purchase—and it was definitely not a limited edition. Despite this, DFS refused to recall it, likely because it would cost them money. The sofa is so poorly made that we stopped using it altogether as it caused back problems for our entire family. We even had to buy a temporary sofa to replace it.
Shahid, the New Malden manager, ignored our complaint and failed to deliver on his promises. When escalated to Darren, the area manager, things only got worse—he showed no empathy, refused to apologise, and only acted after we mentioned our rights under the Consumer Rights Act. Darren promised to call back within minutes to book an appointment for engineer for the faulty sofa but never did. We also requested an email summary of our conversation, which hasn’t been received.
This complaint has dragged on for years, with both managers showing no accountability. Terrible service—avoid DFS!”
“Bought a corner sofa, it was the wrong side wrong colour , they said I had to pay £750 to make a new one , the colour I wanted they had in the warehouse, still had to pay £750? Asked why as they had one in the warehouse. Throughout all this process I had to go in the derby store 7 times as there is no way of contacting them, if they ring you it’s no caller ID, if you email it’s comes back postmaster no delivered?
Poor customer service, the store manager lied saying the sofa in the warehouse will be delivered at the week end , week half later delivered , again had to go in to the store. Offered a Christmas hamper will come with the new soda .. no hamper .. what am trying to say is they want your custom money and want you out the store, I asked for my £750 as not had a new sofa but nothing , no communication.
I have been so stressed throughout this awful process”
“Purchased a £3000 corner
The long beach corner sofa and swivel chair, two years ago large cushions to soft and you can feel wooden frame underneath
When sitting down or laying on sofa poor quality, have had dfa out twice over past two years and will call then out again , poor quality total cost £3250”
“Poor quality. Made a complaint within weeks of delivery, to head office, customer services and store manager. No one cares. Very dismissive attitude, as far as they concerned, there's nothing wrong and I have no reason to complain. Paid extra for foam fill, was told how much better they are, no plumping, great bounce back etc. All BS. They're awful, flattened within weeks and uncomfortable after about half an hr of sitting. Can't flip cushions to even wear either, as they aren't fully upholstered on reverse. Terrible quality, terrible service. Avoid!”
“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”
