“I would actually give DFS no stars if possible. DO NOT ORDER FROM DFS.
I ordered a sofa on 01 April I was told it would be delivered by 24/6 that date came and went.
Sent update a week later to say it would be delivered 24/06 called customer service told it had been delayed untill 07/ 07, that date came and went. Received another update to say it will be expected delivery 24/06.
Called again told it was now due 13/07
On 15/07 told it was in the warehouse and I would be contact with delivery date in the next couple of day. On 19/07 I received another update to say expected delivery was 24/6. Sent another email. Still waiting now into the 17th week. Worst decision I have made in a long time buying a sofa from this cowboy outfit.”
“What went wrong with our order.....EVERYTHING !!!!!! The absolute worst company I have EVER has the misfortune of dealing with, if I could do minus stars I 100% would. When looking at these reviews contemplating going forward with DFS do yourself a favour and take these comments seriously.
My order was weeks late due to DFS messing up a discount I had been given, they kept telling me I owed the money, I then moved into my house with no beds and the manager of the store I was dealing with advised me to buy camping gear for my family as there was nothing he could do..... bearing in mind this was their error..... anyways long story , everything has arrived and not a month later I have had to report my lounge furniture to the service centre as it was loose and the one arm was not sitting straight, service manager came around quite quickly, surprise surprise and said the furniture had not been assembled correctly and indeed the one arm on the single couch was bent, he would get back to us asap on how to resolve our matter, that was 3 July , 2 messages to the call centre as nothing has happened and the same excuses have been given ....... and now I wait , will this ever be resolved... MOST UNPLEASANT journey I have been on with this company”
“Ordered a new bed & mattress from these. Expected delivery was 9 weeks. I didn’t receive my delivery until 5 months after placing it. After been told they would arrive together, my items didn’t come together so I had to wait even longer for the mattress, at which point my old bed & mattress had already been thrown out so I was left with no mattress to sleep on.”
“Our experience with DFS has been completely awful. Never to be repeated.
We cannot understand how this company can treat their customers in such a way.
We first saw the Loch Levan sofa in the Country Living magazine. It was part of a collection by Country Living and advertised as being made by DFS
We ordered a sofa and chair costing £3,000.
We were told it was being handmade to our order.
On arrival the delivery men were unable to attach the feet of the chair in the correct place and informed us we would have to contact the store at Banbury, Oxon where it was purchased. We then started to look at both pieces of furniture, we were so shocked at the shoddy work, staples hanging out, rip in the underneath fabric, bunched excess material causing the feet of the sofa to be misaligned, threads hanging out of the cushions etc etc, it was very apparent that this furniture was faulty and shockingly finished.
We went to the store the next day to ask for a refund or exchange. The manager was curt, unhelpful and informed us we had no rights under the Consumer Act as we had had this furniture “handmade”, she also informed us that should we exchange or have a refund we would have to pay an additional £1,500
There followed five months of hell, communication with DFS is at best
The worst we have ever encountered in 50 years of marriage. Once DFS has your money they simply could not care less. The CEO declined to answer emails, Country Living was contacted and assured us they would do everything to help us but after they had contacted the CEO we were told DFS was dealing with the complaint, after that “radio silence”!
We contacted the Furniture Ombudsman, complete waste of time, they sent a copy of our complaint and the answer they received from DFS stated that all the faults were not manufacturing faults!! I cannot claim to be brain of Britain but if DFS is the chosen manufacturer of the Country Living Loch Levan furniture as printed in the Country Living magazine then if not their manufacturing faults then who is responsible.
The Ombudsman accepted their statement and told us they could not help us.
This has been a truly dreadful experience, we have been stressed, angry and so disappointed. On no occasion and there were many! Did the managers listen to what we were saying, they talked over you and just kept repeating “we can get the repairs done” this furniture was supposedly brand new, expensive and endorsed by a magazine of a high standard. How wrong we were. We will never deal with DFS again and hope by writing this we can help people to avoid a similar experience.
We say again, how is it possible this company can get away with treating people like this.
Geoff and Dee, Oxfordshire.
,”
“Ordered a sofa set in April, delivery confirmed for 27th June, then changed to 29th June, changed again to the 30th of June and changed again to 5th July. On the delivery day tracked sofas in the tracking link and it said delivery number 5. The sofas never arrived and later on the delivery day I received a phone call to say that our sofas had been water damaged during shipping from Asia and they were so severely damaged that they couldn't be salvaged. Was told I had 2 options, to cancel the order free of charge or re-order and wait another 12 weeks for a new one. Awful experience”
“Sofa arrived and we started having problems with the two seater settee, constantly clunking when using the recliner and moving around on it. Had 3 call outs to try and sort it, to be told it's how the settee was made. Spoke to a manager who talked at me and wouldn't listen to what I was saying. She was rude and her customer service was terrible! She asked if I had asked in store if they made a noise??? I wouldn't have bought it if the answer had been yes, but who asks if a sofa makes a noise. She said there is nothing we can do as the sofa isn't faulty. Would never buy from them again. Bought from DFS Clifton Moor York”
“My mum ordered a sofa and was told be here in 5 weeks sofa arrived 4 days later and didn’t fit in my mums living room delivery people took it back to the store in [ DUNDEE] manager called my mum and was cheeky and told her she has to pay £600 towards it the sofa wasn’t even out the packaging she never even handled it manager sed it was made for her what in 3 days? My mums not allowing me to go to the store to sort it out for her cuz she knows I’ll wring his neck!!! Managers name is Adam I think and it’s Dundee store.”
“The worst experience ever. Received the wrong colour sofa. Wrong size foot stool and damaged in 5 places. There were terrible in sorting my problem say I had to give £200 for the right order. So I just told them keep my deposit and take your sofa as I don’t want to deal with DFS ever again. There is more to my complaint but to long to write.”
“Powerpack was missing, the sofa was delivered 13/06/24, and we still haven't received it, was told it had been delivered Friday and would get it Saturday or Monday, to now be told it was posted out YESTERDAY instead!! My disabled husband cannot sit on it without that reclining, we waited over 3mth for it as it was so I'm fuming!! And those on the 'chat' are absolutely useless!! Will be going to citizens advice as its took its toll on myself and my husbands health, like I haven't got enough to do without chasing you lot up!!!”
“Awful company. They are just interested in your money. I ordered my sofas. First we had a delivery issue. Than they were delivered by cowboys who has no respect for your property. They put furniture together, it did not aligned. They said we'll get call and someone will come and sort it out for us. I received a call few days later and arranged for one of their engineers/technician to come and sort out/rearrange the sofas. I waited all day. No one turned up. Rearranged again and I requested for the morning due to an appointment but the person said no he'll come in the afternoon. I just gave up. #NohopeDFS”
“Not received my order yet placed on the 1st April but already had the delivery date moved backwards twice, no explanation. Now I’ve got to mess around with work so that I’m home for this proposed delivery date, which could still change”
“Can’t believe this we payed a fortune for a leather couch and chairs from DFS Oldham in less then 18 months the arms in the chairs and sofa are flat to the wood . We took out extended warranty that covers 5 years . So I phoned the get them to look at it. They said send photos in so I did . They said because it’s a fixed arm nothing can be done but they would send someone out to look at it, he came and said the shop said it was poorly maintained, I said look around the house does anything look poorly maintained, he said no it’s beautiful, so I said I don’t mind if you cut the back of the arm refill it and patch the hole it’s a recliner you wouldn’t see it . He said no they can get to it from underneath but it’s a long job , I said I don’t care how long it takes them ,your way or mine , but something needs to be done. So he left and said they will contact you within the next 48 hours . I will send in my report. So this man sends a report in saying bad maintenance 🤯🤯🤯🤯they said I should have plumped the arms up after someone had sat in it . (Are you real) I said I have another sofa in the other room 11years old I’ve never plumped those arms up but they are not flat like this one . They say it’s not a design fault it’s poor maintenance WTF . So people what’s my next move . It’s still within the 2 years shop warranty not yet into the insurance extended warranty .”
“On delivery one of the sofas had a big slit in the back of it & the footstool had a broken foot & broken zip with holes in the material of the base.We took delivery on 7th March & it’s now 7th June & we are still chasing them up weekly to be told they are still waiting for parts?”
“There was an argument in the romford store between customer and sales in front of customers in store..also products on sale were of poor quality..we left sharpish.”
“contacted the next day to resolve. We were not. Rang to query the following day. Told it was in hand & we'd be contacted shortly l, we were not. Rang again told contact would be within 72 hours. It wasn't. Rang again to escalate which simply involves the call centre messaging the department that has failed to contact us already. Utter clown show. Each time you phone a different excuse is provided as to why you've not been contacted. Six days since delivery still no further forward.”
“The delivery company for Northern Ireland phoned the day before the delivery date to confirm that the suite would be delivered to our new address. On the delivery day they said that they had to deliver to our old address as they had no record of the new address!!! Subsequently they could not deliver again until 27th June. This is despite the two addresses being only 3 miles apart. It appears you can’t phone directly to the delivery company and the dfs call centre is useless. I asked to cancel the order and they said I have to wait for a phone call from the Derry shop and I can’t phone them as I was not allowed a phone number for them. Both dfs and their delivery company are an absolute disgrace.”
“We have bought a sofa set, and we were very happy until we put the armchair by the wall. Armchair caused a huge damage on walls. I contacted company that this a structural fault, they sent an engineer and he just took pictures without even touching armchair. Obviously metals on top back of armchair inserted wrongly and seems very sharp even if covered by fabric. I tried to explain to customer service team but they went by their engineer's( I felt he was racist as well) comment. Now, I will report the company to ombudsmans. This us a total joke if you bumb into back of chair it can cut your body, it is like a blade and cuts your body, they think sticking out blades are normal and don't consider this structural fault and they refused to repair or exchange I because it's over 90 days period. Absolutely horrendous and disgusting they are blaming my very fragile walls that walls caused the damage to armchair, but if my walls caused damage why there are huge scars on my walls? they told me I shouldn't have leaned to the walls, I don't get it why I can't lean my sofa to walls? should I lean my sofa to bed to sky or what? Absolutely rubbish customer service, ready to blame customers, because I didn't report on time they are taking easy ways to avoid cost. I am very unhappy and will do my best to prove it's a structural mistake from day one. if my child bumb into armchair it will cut her body and they still think my walls crated blades from armchair? what kind of walls creates blades from an armchair? why this blades are not placed inner side, even if you put 10 layers of fabric, blades will cut them but they still want to blame customer for this mistake? is there any other way I can report this issue, if anyone knows please advise me so I can look for my rights and other naive people like me wouldn't suffer ?”
