“asO NOT BY FROM DFS Worse place to by a sofa it came broken when I called back that said that will call me that never did that really don’t care about there costumers plus it took the sofa 6 months to come”
“Spoke to head office and several managers who advised they would call me back again on the 19th april 2021 and again no one has bothered to prioritise this case and resolve it. Below is the summary of the poor customer service and shocking communication.
I placed an order with DFS on the 14th Feb and was advised the items would be delivered in April. I ended up placing the order with DFS over their other competitors only because of the delivery timescales, DFS were the quickest at the time and suited me better.
The order was done on finance and everything had been approved and accepted. I called several times in Feb, March and April to check the order status of the order and was advised everything was running on time and there were no delays as I booked a date to get rid of my old sofas.
I called earlier on in the week weds 14th April, and requested for a manager to call me as I still had not heard from anyone regarding my delivery and the advisors who I were speaking to did not have much information on what was going on.
72 hours elapsed and a manager still did not call me, I called again and spoke to a Danny who then advised he knew what the issue was. He went onto explain the order had not gone into production as they did not receive full details from the finance company, this was shocking and angered me. Danny tried to push the blame on the finance company however I don't accept that my order is is with DFS and when I have called to check on the order several times this issue should have been picked up by the advisors. DFS have just wasted my time, affected my credit score and left me without any sofas. I will never recommend DFS to anyone and the customer service has been poor especially when a manager cannot call back within the 72 hour period specified by yourselves.
I'm now waiting for someone to call me on the 19th april to discuss a way forward however I should never have ordered from DFS and should have placed my order with SCS.
Danny advised he had spoken to a Rachel from head office however could not promise for her or a manager to call back over the weekend, it would most likely be Monday.
Why this has not been made a priority baffles me clearly DFS do not care about the customers and do not care about losing custom.
I have spoken to DFS head office and again have been waiting for a manager call back yet no one has called me.”
“Have always bought from dfs but this sofa has sunk on 2 of the seats and the recliner chair has tipped my hubby out twice , and to be told that all they will do is pack the sofa when its only 8 months old is absolutely disgraceful and its only been sat on for 4 months as we have been away from home last sofa I buy off dfs”
“Being outraged if an understatement with DFS, we had a delivery after ordering online yesterday and these awful sofas that was not described was delivered, they looked horrible and cheap and wouldn’t last a few months and the colour WOW awful!!
I called straight away and said I’m
Not happy and the lady said that’s ok I’ll get a call back and you could received a replacement so have a good look on the website (that I did) or I would get them collected no trouble so that was all good and we shut the room off so the sofas haven’t even been sat on.
I just received a call stating “ so you want to send your sofas back OK you have to get them to Doncaster or that will be £390 for collection and refund will be given if there is no damage in transit!!”
I was shocked no offer of an exchange, no asking why I was unhappy, no care about why I was unhappy what so ever it was just way the company wants and that’s final!
£390 to be collected and refund only if there is no damage in transit WOW.
I have now received an email telling me how I have to send the sofas back to Doncaster and no mention of collection.
What sort of customer service is this, how can people expect anyone to just have £390 laying around and be ok to loose the £3000 spent on the sofas if someone damages it on deliver!”
“I wish I had read the reviews first. We ordered a 2 seater and 3 seater sofa and again like so many of you our delivery date kept being pushed back. DFS did not once contact us. I kept an eye on the tracking page and the delivery day remained the same right up until I sold our old ones and beyond. Until the day passed and I contacted DFS
Now our sofas are here and safely installed BUT OMG they are so uncomfortable. Our experience is very firm almost rigid cushions. No comfort whatsoever. My husband paid £2000 for these. Really at a loss with a resolution.”
“We paid £670 for a swivel chair that had build issues from the very start and a lying area manager who promised 100% satisfaction or a replacement did neither. We only get repair after repair due to T&C small print. What daylight robbery from a UK company. So will never recommend or return for any products.”
“🤮 DFS consistently lie about my sofa delivery I have been ordered 17 October 2020 I have been told will try before Xmas if not February 8 it's you'll receive because it's 15 weeks I have to call every time and speed approximately 20 minutes they've never contact me and I don't understand dfs such a big retailer and ONLY one AREA MANAGER 😀 they have when I asked for person it's always of from work so no one can help you I been waiting and have been lied to about delivery dates on 4 occasions really very very bad customer service I'll never go again”
“I will never buy from dfs again!! We revived a sofa from them before Christmas it came broken and still is, I have made over 15 calls in last 4 month I spoke to the service dep, the customer service dep, the sales team, and no one is helping me. I have never had to deal with a company like this in my whole life!! DONOT BUY THWRE FURNITURE, my dog even hurt his leg falling through the middle of broken sofa I told them more then once it’s not safe please come abs collect it and all they say to me is.. we are waiting for parts to fix it i told them today I don’t want your parts the sofa is unsafe and unusable if anyone wants a broken sofa it will be at the bottom of my drive by the end of the day!!! Also DFS please don’t replay saying.. any issues please PM me cause I’m not interested the direct debit will be getting canceled today can’t deal with this CRAZY COMPANY ANYMORE!!!!!!”
“DFS consistently lie about delivery times, in fact they avoid giving you any information on delivery on their website. I am now on month 9 waiting for a sofa and have been lied to about delivery dates on 6 ocassions.”
“We ordered a sofa from DFS back in December and we were quoted a 10 to 11 weeks lead time for manufacturing (including the Christmas holiday period)
Until now, the sofa have not been delivered to us yet and they couldn't even provide a definitive date for delivery.
I received a text to book the delivery for 18th of March, which I did and took a day off to be home and receive the sofa.
However, one day before I was informed that the sofa will not arrive and that is due to arrive at tour warehouse on 23rd of March (date indicated on their website as well). I have been assured that once received in the warehouse the order will be delivered next day.
I have checked the website yesterday(23rd of March) and the delivery date to their warehouse was pushed back to 29th of March. On 23rd of March I contacted the customer support through the web chat and they couldn't give me a reason for the delay nor to confirm a delivery date.
After several complaints, Saturday 27/03 I was called by one person from the customer service team and I have been told that the sofa is "obviously coming from overseas and is delayed because of the ship blocked on the Suez Canal". Incredibly, they are blaming all problems of the world. 2 weeks ago I was told that my sofa is manufactured in Italy (therefore the name) and that the container is stuck somewhere in UK's port.
How come this is blocked on Suez canal now ?
Today 29/03/2021, on advised date that the delivery should arrive in UK I have contacted the customer support team via the web instant message. I have been provided with the same standard response, blaming Covid, brexit and the foam shortage. I have been told that there is another delay of 2-3 weeks, but nothing is for sure. How is this even possible ?
DFS
Can you please take some responsibility and 10 minutes to look into this order and let us know where is the sofa at this point in time. Is it being manufactured, shipped ? And what is the delivery date for the sofa?
Your customer service is beyond any expectations.
Further to your initial excuses that the sofa is delayed due to Brexit, covid and foam shortage (all known at the time of order) you do not want to take any responsibility for this order and you are blaming your supply chain.
I have purchased a sofa from yourselves, not your supply chain. You should ensure this is delivered to us in a timely manner.
When we paid for the sofa on 14th of December, you were glad to take our money. Now, weeks later after the day the sofa was meant to be delivered, you only provide standard responses, without even looking at the problem. Why you are unable to tell us the status of the order?
What are you looking to do to make things right ?
What you are doing is called unfair selling practices, advertising that you can provide a sofa on 10-11 weeks lead time, shorter lead time than your competition. You sell the product and then you don't care.
Your response that the "delivery date is advisory" is unsustainable. You provided a fixed date, not an interval and there is nowhere written that the order can be delayed. Even when there is a delay, companies normally know where their orders are, for how long is delayed, why is delayed and when is expected. They care about their customers and don't treat them like a cash machine.
I will raise this with the furniture ombudsman if I do not receive a satisfactory response in the next 48 hours.
My time is not for free to chase an order you should be looking to fulfill.
So far you failed the delivery on three attempts: 18/03; 23/03 and 29/03. Today, 29/03, you cannot provide a definitive answer to when the sofa will be delivered.
Regards,
Robert”
“we bought a sofa from dfs and upgraded the cushions from fibre to foam for an additional fee of around £180, upon arrival the foam cushions seemed very week and were in no way easy maintenance as described in the add, the seat was also 10cm lower than the add said. after contacting dfs and having 2 separate people round to inspect the sofa, both of witch said it wasn't upto standard and they wouldn't be happy with it themselves then went and wrote a review and said none of this to the store managers. after many very long winded and stressful conversations with the store manager grant of the preston branch, we decided to pay an additional £490 to get a better sofa that was recommended to us only to have it turn up at our house faulty, the delivery drivers spent well over half an hour trying to connect the sofa together to no avail telling us themselves it was faulty and they couldn't do the job they were hear to do.
We decided to reject the sofa on this basis due to the ongoing problems we are having with them and today received a call of another preston manager gemma telling us that they are only willing to refund us £390 of the £490 we payed and that in no way do they consider a sofa that will not link together faulty.
Myself and my wife are now in the process of talking to citizens advice and potentially taking dfs to court to get our money back
Please i cant stress enough how hard this has been on our whole family and how many sleepless nights we have had and would strongly advise people read the reviews before buying a sofa from dfs. We will never be doing it again and i hope you don't!!!!!
I have attached pictures of the poor quality of the sofa and also a conversation had with an online expert about weather or not changing the cushions would affect the height of the seat and as you can see for yourselves i was told it would not change.
after this conversation i was told that if i asked someone they would of told me the seat height would change and that it was my fault for upgrading the cushion!!!!”
“Uncertain delivery date. Right up to date. Then slips
They can never say when sofa will be delivered. Even up to two days before. Then all of a sudden it’s delayed by 3 weeks but even that’s not certain. Surely they have much better processes that they know the status of each sofa. If not, why not. Why is this not transparent to customers. Shocking service
Update: 23 March
Sofa should have been delivered yesterday but the date keeps slipping. First week of April then second week. I find it amazing that such a large company has such poor manufacturing, stock and delivery processes. They should be ashamed. No idea why they’re still in business. This has absolutely nothing to do with COVID. Order D9ZL02811”
“Description of the 3 pieces suite said leather. Actually it's bonded leather and began sagging from day one and their staff members have said it's normal. Now awaiting reply from CEO prior to taking action!”
“received corner sofa and chair waited 4 months for delivery called service manager out after ten days to look at chair arm as was hole due to lack of padding to rectify it he got long needle to poke the filling about inside then said had to puff it up every day to make it look nice next asked him to look at corner sofa as one of the cushions was twisted was told that something had been rested on it in transit said he could pad it out he did so told not to sit on it for a few hours to let it settle needless to say 3 days later now can t sit on it as too much padding at the back of seat cushion throws you forward and 2 inch higher than rest of sofa cushions lovely job now leather stretching out of all proportion thanks dfs after reading other reviews seems like all the after care is about fobbing you off and not much help”
“Bought two Barret sofas in September 2020 had them delivered 10 December 2020 three weeks later noticed the seats were sagging and the material was baggy then the material on the back was sagging also January phone customer service they took a message I had no reply so phoned every week then on February 19, I had an email telling me not to get in touch again as some one will contact me so phoned again and was told the manager was playing hard ball, then on march 10 a service manager came out and said he could pad them up and they would be ok these sofas are three months old and have no stuffing in them like sitting in a hole you go down when you sit on them gives me hip and back pain also there is s a piece of wood on the foot recliner that hurts your calf after sitting for twenty minutes , the manager told me I bought the wrong sofas but you don't know what they like when you buy them ,I won't have them padded up like they suggested I want them gone they want 250 pounds to take them back and I can order two others from them,they are not fit for purpose after three months the material is all creased and pleated DFS ignores you took a long time for them to respond to my phone calls beware buying from DFS”
“Worst aftercare service I have ever experienced.
I contacted them about the inner cushion of my leather sofa where the padding had come loose making the seat uneven and uncomfortable to sit on.
I email and call and don't get a response. I have to chase them. They first sent out a service manager (during lockdown) to insect it, even though I sent photos clearly showing the fault. I waited at least 6 weeks for a new inner cushion (not the outer leather cushion, the inner padding!) to be ordered in. They then sent another service manager to my house, with the wrong cushion!!!
So the whole thing started again and it's now March. I raised this in Aug 2020, 7 months ago.
I now need the outer cushion to be replaced as the lack of support has damaged the leather making big crease marks in it, not to mention having to sit on an uncomfortable, uneven cushion every evening.
I told them about this on my last email, sent photos to show the damage only to be told to wait for a service manager to come and inspect it. It will then take another 6-8 weeks for the cushion to come, if they decide to approve it.
The whole experience has made me hate my sofa and has put me off shopping with DFS ever again. It's a shame because the in-store service when i bought it was great.”
“Personally I would not give you 1 star . We have been waiting for our sofa for 5 months now and still awaiting for a confirmed date Whilst I understand the current climate . But I would of expected some communication from you . We did phone up last week to be told “ There is a pandemic on you know” This crises will not last for ever and there will be some company’s who will come out stronger and upon your recent performance I doubt if you will . When you line opens at 11am this morning I will be cancelling my order”
“The worst furniture company ever. It took them 5 months to get my sofa from the ordering date until it reached my house, then the delivery guys lost a part that took DFS 10 weeks to replace. Within the 5 months I was given 3 different estimated delivery dates, all cancelled last minute, losing me money in the process, as I had company booked to pick up my old sofas, which I had then to cancel. Not recommended at all.”
