“DO NOT BUY FROM DFS! I was dubbed out of £1000 for one of their elite products that turned out to be worse than my cheap mattress. The day they delivered the mattress I told them that I am not happy with the order. I phoned in to the call centre and they said they will call me back. I explained to them why I buy online as my job does not allow for me to deal with personal things in the day. I asked them is there no way I can communicate through mail further and was told they would email someone to get into contact with me. They tried to contact me a total of twice within 24hours of my complaint and I answered the second time. I told them I am unhappy and can not talk at that moment as I am at work and I asked if I could call them back later. When I called after 18h00 they said there was no one to help me and they will send a message to get someone to follow up. Again, I asked to please email the correspondence as I can not talk on the phone on the day. I received nothing. The bed base finally arrived 4 days later and I advised the delivery team that I still have not heard anything about the mattress and to top it of parts of the base were missing and I had to wait another week for them to bring the parts and build my bed. I phoned on the day they arrived with the bed again to ask what is happening with the mattress and the call centre lady said she will get them to contact me as she can only help me with the base and not the mattress. I asked her to please get them to send correspondence in writing as I can not tell her what time is best to call except on a weekend and was told she will make a note. Eventually annoyed I phoned on the 19th day when my bed was finally built and said that I am disappointed in their service and I need a plan made with the mattress. They told me sorry you are out of your warrantee and Silent Night will not take the mattress back as we used it. I made it very clear the first day that I can not sleep on the mattress as it has no spinal support as it claims to have, and I can feel the bed slats through the mattress. I understand it is a medium soft mattress, but I am sure you should not feel the bed supports through the bed. I put the mattress up against the wall and it has been waiting since for a replacement that I was willing to pay shipping for as I was made clear I could send it back but would need to pay for shipping. I feel that the product is over priced for terrible quality and I asked for a better firmer mattress where I can at least get some support and instead was delayed and then told sorry we can not help you. Now I am £900 out of pocket and don’t have a mattress to sleep on! This is theft at its best!”
“STAY WELL CLEAR OF DFS. WORST CUSTOMER EXPERIENCE WE HAVE EVER HAD. We ordered two French Connection Zinc sofas from the Glasgow Branch. First call to check progress, told Factory shut for two weeks. Second call, 3 weeks after purchase, told waiting for fabric for scatter cushions. When we said we didn't want scatter cushions. They said OK, we will start of the sofas. Received the sofas very late. Two weeks after install one of the legs gave way, fortunately no-one hurt. They send someone out to repair. 10 days later, leg gives way on other sofa. We tell them we want our money back, they send someone round who checks the sofas to confirm that all the legs are loose, and that no secondary screws have been used, leaving the holes on the side of the leg empty.
There's an ad DFS have been running, a sort of Aardman animation playing up the hand-made in Derbyshire theme. I doubt even Wallace and Gromitt would have been so incompetent. As for French Connection, The DFS website promises says 'The sleek, streamlined shape of every French Connection sofa is the result of years of dedicated experience and skill.' Judging by the quality of customer care and manufacture, DFS couldn't give a FCUK.”
“DFS- BARRETT 2 SEATER POWER RECLINER AND 2 CHAIRS
Delivered in June 2018 - 3 months in and the seating area of the sofa is sagging and misshaped and the fabric cover is stretched and wrinkled on the right hand side, giving it a worn and aged appearance. At first DFS were obliging and the foam in the seating area replaced, this really didnt make much difference, contacting customer services is a joke and in the end a letter was sent to head office and the manager from Milton Keynes visited and one of his comments was that the issue is because we sit in the same place on the sofa causing the problem I couldn't believe what he was saying. It was agreed that bespoke foam would be added to give more support - Im not sure about bespoke foam it was just extra foam added to the sofa.....
My advice do not go to DFS for sofas or chairs if you intended to sit in them !!! They do not appear to grasp the purpose of sofa's or chairs, well the managers don't reading other reviews
I wish I'd read the reviews before entering a DFS store.
C Lokey”
“Terrible experience with their Watford branch. Would not recommend them at all. They seem to have no communication between the staff and head office and their delivery company that cause us to cancel our order and go elsewhere.
Would never suggest or go back to DFS. I’ve had to take them to an ombudsman to get some form of compensation”
“Do not buy a sofa from this company!
We purchased a Long Beach corner unit sofa from DFS which arrived in December 2018. A few months after arrival, we contacted DFS as the seat pads had completely sunk and give no support whatsoever. We have to put folded blankets under the pads to make the sofa tolerable.
DFS sent someone out after my first complaint and replaced some of the pads, which was a waste of time as they have now all sunk too.
For most of the time there are just 2 of us using this sofa, so it’s not exactly taking a beating!
After complaining again, we received another visit earlier this week from a DFS representative who could see the seat pads were inadequate and told us they would have to speak to the manufacturer and revert back to us.
Have we heard back? No.
DFS - Sort this sofa out or refund our money and take the sofa back.
We’ve been patient enough and after paying over £4,000 - I can guarantee you we are not going to make do with this awful quality and completely inadequate sofa.
DO NOT buy a sofa from this company.”
“Sales part of service OK at Bury St Edmunds but do not buy after care as sofa no good after less than a year and extended care plan not worth paper it is written on. If you can purchase elsewhere I would do so as brother-in-law also having issues after a short time of owning furniture”
“If I could have scored less than one star I would. I ordered a chair in july with an approx delivery time of 5 weeks. Because of circumstances I needed to see if I could cancel the order and get a refund; I was told the chair had already been made so a family member said she would have it. After phone calls and visits to the shop when on every occasion I have been told it will be in the store that week the chair is still not here (October) The family member has now gone elsewhere for furniture and I have neither chair nor refund. The manager at the Meteor Center store does not return phone calls as promi sed nor will he come out and speak to us when we go instore. I just want my money back now.”
“Despite telling the operative over the phone that I was concerned about getting a sofa up the stairs, I was reassured, after providing the measurements requested, that it would fit. Delivery man was rude and stated that the operatives do not deliver sofas therefore cannot say if it will fit or not.
Now, several weeks after ordering I still have no sofa.
A call to dfs to ask about this was a waste of time, the operative stated that I would have to wait for a second attempt at delivery before progressing a complaint.
I'll update my review once this second attempt has happened but assuming they all receive the same training and the sofa will be the same size I am at a loss as to why a different delivery driver will be able to get it in!?!
Already wish I had gone elsewhere. Extremely poor customer service and I don't even have my sofa yet!”
“I bought a bed and frame, delivery turned out to be on separate days, got a shop soiled used mattress, wouldn't refund now frame has been returned faulty and won't refund that at all. So they have now been reported to Trading Standards and tomorrow the Furniture Ombudsman. What company is arrogant enough to say they do not have a complaints procedure and does not know consumer rights or retail law.”
“If I could give a zero then that's still generous, customer service is absolutely appalling after sales team dont want to know, the managers are rude and arrogant and he actually put the phone down on me in middle of a conversation, do not purchase from here there absolutely disgusting and sofas dont last more than 3 months with out uprising faults, RYAN from the nottingham branch is so rude and arrogant to the point were I am now going into store this week and there going to wish they sorted this out once and for all”
“We purchased the Dillon Foam Corner Sofa two years ago and unfortunately it has been one of the worst purchases we ever made.
The sofa started sinking after 6 months of use. We are a family of 3 and take care of our furniture in the best possible way.
However no amount of care can rescue the lack of quality provided by DFS. We regret our purchase deeply and will never go back to DFS.
The showroom sofa we decided to purchase was of much better quality. What was eventually delivered to our house was by no means the same product. The sofa is way lower then the product we chose in store and the quality is appalling. After siting on it for a few minutes you sink so deep into the sofa, we barely manage to get up from it. All the zippers of the cushions broke and the inside material is coming out. The fabric attracts all the dust and no amount of cleaning is helping. After complaining to DFS they sent a consultant to our house to check the product.
As a matter of fact, it was a laughable experience. The consultant sat on each spot on the sofa for about 30 seconds and confirmed nothing is wrong with the sofa. How can you come to a conclusion after 30 seconds? Try sitting on it for an hour and see how it feels. Both my husband and I have been suffering from back pain since purchasing this sofa.
If you are looking for quality, avoid DFS.”
“We purchased the Dillon Foam Corner Sofa two years ago and unfortunately it has been one of the worst purchases we ever made.
The sofa started sinking after 6 months of use. We are a family of 3 and take care of our furniture in the best possible way.
However no amount of care can rescue the lack of quality provided by DFS. We regret our purchase deeply and will never go back to DFS.
The showroom sofa we decided to purchase was of much better quality. What was eventually delivered to our house was by no means the same product. The sofa is way lower then the product we chose in store and the quality is appalling. After siting on it for a few minutes you sink so deep into the sofa, we barely manage to get up from it. All the zippers of the cushions broke and the inside material is coming out. The fabric attracts all the dust and no amount of cleaning is helping. After complaining to DFS they sent a consultant to our house to check the product.
As a matter of fact, it was a laughable experience. The consultant sat on each spot on the sofa for about 30 seconds and confirmed nothing is wrong with the sofa. How can you come to a conclusion after 30 seconds? Try sitting on it for an hour and see how it feels. Both my husband and I have been suffering from back pain since purchasing this sofa.
If you are looking for quality, avoid DFS.”
“Purchased red leather suite and after a couple of years the leather is peeling and worn. DFS uninterested as it's out of warranty. Don't purchase a suite from them if you want it to last”
“Never buy sofa from this place. I paid £3800. They delivered damaged sofa which I refused to accept. Then real pain starts from there to deal with bunch of incompetent people in customer service and the store. I am still waiting from last 2 months to get refund.”
“Bought 2 leather settees, the dye is coming out so it looks awful, the stitching is coming apart. Phoned dfs quoted the 15 year guarantee plus the extra 5 year warranty I bought. Dfs response. Nothing is covered so we won’t do anything. Cheap badly made rubbish with very deceiving advertising on their so called warranty. Be warned DFS are rubbish don’t waste your hard earned cash on these cowboys”
“Sofa seat cushions wore out after 3 years. Could not claim on insurance as it was not “accidental” damage and customer service say I have to pay for new ones as they don’t cover wear and tear past 2years. Clearly products are not built to last and customer service team and not interested in driving customer loyalty. Absolutely disgusted with how I have been treated. Would not recommend buying from DFS to anyone.”
“Getting charge £55 for sofa gliders . DFS know you can buy them on Amazon for £6.99 . Got my £55 back refunded . It will take 21 days to get back into my account . They’re only happy when they’re ripping you off”
“Absolute joke, sofa is the wrong colour from what we ordered. All customer service say is that everyone sees different colours. This doesnt make any sense as we would still be describing the same colour”
“Ordered a corner double recliner we have had it 3 yrs, already had someone from dfs to look at it last year, told was perfectly ok and was not that interested. It was the worst thing i have purchased, feel springs through cushions, padding all gone and recliners still don't close correctly. For what i paid and the claims dfs made would not be expecting to be sending to the rubbish tip. Would never recoccomend dfs.”
“Complete farce..... Sales rep ordered the wrong table so we waited months for the correct one, we received calls on 2 occasions telling us the table has arrived only for the appointment to be cancelled. When it arrived it was damaged so waiting another month. the correct table finally arrived but one of the chairs was damaged but they wouldn't accept responsibility because we didn't point it out there and then. if it wasn't for the 4 years interest free option they would have zero business. First and last time i will be using DFS”
