“Where to begin……..
We placed our order with DFS on 6th August in the Paisley store and after the time of purchase we were advised a window of October for delivery. Upon checking online after weeks without contact we were advised the estimated date was 19th October so we proceeded to get rid of our old couches assuming they would be delivered on the given date. The 19th October passes and don’t hear anything. The next day I phoned the store to ask when a date would be arranged and advised that it would be the end of October and that I would be called. The week commencing 25th October 2021 I spoke to someone on live chat to ask when a delivery date would be again as this was the last week in October to then be told that there is a new estimated date for delivery week commencing 8th November.
Upon hearing this date change I was not happy, Mainly for the fact I had to go chasing this and there was no contact with myself or my wife. I went into the Paisley store the same night to complain in person and ended up speaking to the manager on shift which went absolutely nowhere. He proceeded to make it up on the spot saying that our couch might be ready or it might not be ready which was not helpful at all. He also advised that it could be another 4 weeks minimum and when we asked why this is the only answer we got was “It could be the worst case scenario” but we weren’t believing him. He then said the ball is in our court, which it clearly wasn’t which we also mentioned to him as weren’t getting a straight answer. He asked us to give him 48 hours and he would call us with an update which I said no and want a call the next day with an update. He agreed to the manager on shift the next day will call us with what is happening.
I get a call from the assistant manager on shift the next morning as promised but with no further update. I then expressed my anger and frustration to her and she agreed to chase this up for me and the on shift manager that day. A few hours pass and get a call from the manager on shift with yet again no update other than what we have been told. Once again I express my anger and frustration and said I just want to know where we’re at. He then said from the looks of things our couch wasn’t in production yet and the date of 8th November meant that it will start to go into production which I was livid about. I then asked why no one could tell us this and he apologised and advised he would call me with more information at the end of the week. I refused to wait that long for an update and requested I be called each day with an update so we know where we are as ideally, we would have been running 3 weeks over our waiting time. He agreed to call us each day with an update.
We get an update call from another assistant manager the next day with yet again no further update and no information. I once again expressed my frustration and the assistant manager said the same manager from the day before would be in later and he could look into this further. The manager phones me later on in the day with, yet again, the same information but this time saying it’s due for delivery 8/11 and no longer in production but couldn’t confirm this. I once again tell him that I am not up for being messed about and he then apologised and then said that I was harassing him in asking for a call each day with an update which had me furious. I then said it’s not harassment as we had handed our money over for couches that we still don’t have and all we want is to know where the process is at but all he could tell me was that it was harassment I was causing him. We go back and forth with each other and he then says to me “if you’re not willing to listen to me I will hang up this call.” This again got more angrier that we were in limbo and no one at DFS was willing or able to tell us where our order is at. He then threatened me by saying “any more harassment off you I will cancel your order, goodbye.”
As you can imagine this didn’t help my stress levels. My wife, after requesting call from the complaints department on the same day, was informed by someone at the complaint centre to advise of the current situation and what had happened previously. The person she spoke to was more informative about the process than what anyone in the store had told us and advised that there was a delay in all orders and apologised for not being told of this and went on to confirm that it was still to go into production and will be starting on the week commencing 8th November which we said okay to.
After sitting on it for under a week and finding another supplier whose couches we liked, were much cheaper and got delivered later in the week (they actually did!), we then decided to cancel the order with DFS which even that was a hassle. We went back down to the Paisley store on the 2nd November to cancel which the manager on shift last night started by saying he’d need to check if the couches were in production and he couldn’t check it until the next day before he cancelled which had us furious. We refused to wait and ended up saying to him how we were advised we could cancel any time with the first manager we spoke to and how the other store manager threatened to cancel our order. He then went away and emerged 5 minutes later with a change of tone and miraculously saying it was fine and it was cancelled. We got confirmation via email it was cancelled. All we have to do now is wait and see if they refund us in time.”
“Terrible service. I wish I had never bought a Vinson 2 seat recliner.
It stopped working within a week. I am still waiting for it to be repaired. (3 months later). DFS support is rubbish.
Ill never recommend DFS to anyone.”
“Appalling customer service, I have never experienced anything like it, stay away from dfs
Delivery didn’t turn up, no communication and when I eventually got through to speak to someone, they promised a manager would call me back and still waiting”
“Absolutely diabolical customer service! Ordered my sofa back at the start of June and still have not recieved my sofa. It is now 8 weeks late, making it 20 weeks from order and date being changed 4 times, and no one actually cares. Have been passed from pillar to post but no one can give me answers, including management. Arranged for delivery last week but driver was unable to deliver due to running out of time. Although was initially told driver had broken down. There is no sense of urgency to get my sofa delivered, even though we have told them several times we are without a sofa after being asked to make sure our house if accessible and free of obstacles. DO NOT BUY FROM THIS COMPANY!”
“Brought one sofa. The bits of gcame away, structure bucked, came out three times did no work. Report independent came out and showed us what they wrote about us!
It was easier to take them to court as they use every underhand dealing possible.”
“Appalling rude customer service. Will never use them again. Im still waiting for a replacement of my faulty sofa 7 months on. 1 seat is completely sunk and I've had the most terrible experience throughout. Topped today with a branch mananger next level rude unprofessional and uncaring. Every time I have to repeat the whole experience why they can't read their notes first and put themselves in the customers shoes is beyond me.”
“Had a really good experience with an employee by the Name of Simone! She's a really knowledgeable and skillful person who had patience with me while I had my child along. Other employees were kind of aggressive, but when it came to Simone, she had a friendly approach with me and my child. Thanks again and hope the next time that I'm at SFO that I will she her again:)”
“I regret ever ordering from such an unprofessional imp any such as DFS ! Ordered a 5K leather sofa in June and was told there might be an”slight delay”’and delivery around September….I thought, ok there’s a slight delay …I can cope with that. Well it’s now October and still no delivery! Can’t get through on phone so
Instead of pressing option 3 for delivery of an order I decided to try option 1 for Sales and placing an order and guess what?? I got through to someone! Wonder why !!! It seems my order is now coming on 23 November !!! The order tracking online is never updated and until two weeks ago stated 23 August !! Wish I had never ordered from these rude bunch of incompetent people! Pack of liars!! I’m thinking of going through claims court. Never go to DFS!!!!! Absolute shambles!!!!”
“Impossible to contact Parkgate branch.We were due to have furniture delivered on our return from holiday.My husband had a heart attack in France and we were delayed.Now home but my branch is just not answering calls.Have hung on so long that battery died on phone!Can’t get into branch due to hospital visiting.Very frustrating.”
“Terrible after sales service. They profess to have an order tracking system but since we ordered a new suite nearly 11 weeks ago nothing has been updated, it's still saying it's in production with an estimated delivery of today which is obviously not going to happen. I've tried calling their different numbers many times and each time I've been on hold over 15 minutes with nobody answering. I emailed them yesterday and received a response with no answers just fobbing me off. Not even had any courtesy contact from them saying delivery is delayed and at the time of write they are nearly already a week late and we still don't have a clue when it's coming. Do yourself a favour and chose another company who are not just interested in closing the sale then forget about their customers. Terrible, terrible service!”
“Ordered 2 sofas 25 May told delivery 12/14 weeks no delivery and told was made in China, in todays world never in my wildest dreams would I order a Sofa made in China, They told me they did not know when it would arrive, contacted Head office told told on boat would contact 9 Oct for delivery 11/12 th Oct as of the 11th Oct no contact, so another bunch of lies.
This is the first time I have trusted someone for this long normally I just issue papers from County Court cost £40 they can't win so all your expenses are paid back, simple online claim which I will make tonight if my calls are not replied to today,
You have more chance of good service from a man with a van selling to you
Do not believe this company”
“Order a pair of recliner sofas. Were late by two months. When they arrived neither of them worked properly. Had countless service calls. The problems could not be fixed. After a year and a half got them replaced. Guess what, these don't work either. Waiting for engineer to come and fix them. Feels like deja vu.”
“After 20 weeks I have still not received my sofa bed DFS customer service is terrible, they could have sorted out this problem 8 weeks ago by reordering the sofa which they lost this is the worst buying experience I have had in my entire life They do not care if the customer suffers”
“These people just don't care once they have your money and I have serious doubts about their legality. Why is their published customer care email address non existent? Payed for an arm chair on the clear understanding it would be available the following day ...then nothing! no chair, no explanation, useless callback, phone call after 30 minute wait just cut off. Only recourse seems to be reclaiming my money in the small claims court...what a hassle! Don't use these people!”
“Drought two seater sofa and chair from them they were nice and quick take the money we paid for them but when you have a problem they are rubbish customer service you take a long time to get some one to sort it out it is like they just don’t care as I got told I was not the first and would be the last and that was by the manager !”
“Sofa delivered was damaged.Been waiting over 3 months for it to be recovered.Took a day off work to wait in for them to come and recover the whole sofa only to be told when they arrived that they didn’t have time to do it!Disgusting customer service and also had to pay £80 delivery for a sofa we could have picked up ourselves!Even now having trouble getting a refund!Do not use DFS they are a rip off and the quality is disgusting!Issue still not resolved!”
“Awful Service. I have been waiting for a USB socket change on my Sofa from DFS since November 2020. Since this date I have spent a huge amount of time with their customer service team who have advised me there notes on my account are illegible! They are never able to escalate, you can’t speak to a manager, and all they seem to be able to do is get a call back in place……
What exactly is the point of a customer service team that can’t provide customer service??
After losing several holiday days from work and the engineers turning up with wrong or more recently on the 23rd September 2021 no part! That’s right we booked a day off work again to meet an engineer with no part! I complained again to the customer service team who advised the manager from the Measham store would be in touch as this is a service issue they can do nothing. I received no call back and subsequently called them again the next day on the Friday (24th) which again lead to know call back (even though on both occasions I was told it would be same day).
I have even emailed the store directly with the issues advising if a part that is easily fixable cannot be completed I would have to take things further starting with negative reviews. Unfortunately I have received no reply.
We love our sofa, however DFS back end processes and customer service skills is the WORST I have ever experienced and something I would not expect from such a flag ship name. For this reason I will never recommend DFS to family or friends.
Don’t take this risk with these jokers.”
“I ordered an armchair which was delivered with a defect. Apparently, it was only noticeable while assembling.
I asked the guys to take it back but they advised me to keep it and someone would contact me further.
No one called me so far to check on the delivery or to fix / replace the armchair. I have been calling DFS since and multiple times. It's quite a busy line but when I finally got through, they told me a manager would call me back. Still waiting for that call. I have paid for the item in full and prior to delivery and now all I have is a faulty item delivered to my living room.
I'm not impressed with DSF, not a very happy costumer.”
