“Nice salesman then a catalogue of delays and very rude customer service staff. The tracking facility is a waste of time has been saying waiting signed finance documents for last 8 weeks!! Being shouted at by Katie in head office with one excuse after another for the delay and when I challenged her attitude the fact that she is not allowing me to speak she threatened to terminate the call! Bunch of cowboys !”
“It is a shame you can't give a 0-star review!
I don't think I have ever written a bad review for a company before but the experience with DFS is one I will never forget.
We ordered our sofa 5 months ago, 4 weeks before we were due to move into our first home. Penny the saleswoman in Peterborough DFS was very positive and keen to get a sale. She told us that our sofa would be delivered in approximately 5 weeks, which sounded great! We got it ordered, specifically asked for finance and had a great discussion about whos name the finance would be in etc.. We were so pleased with how simple the process was.
5 weeks passed and there was no sign of a sofa arriving, we contacted the customer service team who repeatedly said 'we did not create coronavirus'... but reassured me that my furniture would be with me in 4 weeks, as I asked to cancel and order with another furniture company who would deliver within 4 weeks.. this happened multiple times. At one point they told us that because our sofa was in Poland it'd take a lot longer to deliver than the UK based manufacturers. For a company that prides themselves on making UK based furniture, this surprised me. After just over 4 months of waiting we had a call to arrange a delivery slot!! This, however, was not as good of news as we had thought, as they told us we needed to pay the ENTIRE balance before delivery.. As I previously mentioned, we'd asked for finance. We were told there was no mention of finance on our file and that we must pay our balance BY THE NEXT DAY, or lose the furniture and full 20% deposit. We were absolutely livid, after buying a new build and me being on a nurse wage, we had planned out our finance payments and were not prepared to fork out a grand at a days notice. After repeatedly talking to the useless customer service team, they did nothing to help us. This was an issue caused by DFS, but they had no interest in resolving it. We ended up having to pay the sofa off in full prior to delivery.
All in all, it has been a very stressful journey with DFS and they have made mistakes, not sorted their mistakes and lied to us. I would never buy with them again and it has been more stressful than actually buying our house!”
“DFS have the worst customer service I have EVER experienced - this is going on over 10 weeks with constant calls, emails, calling the store and customer service without any real response - unless you want to be shouted at over the phone and be refused any help/advise for a sofa DFS got wrong - fee free to shop here. Never again”
“Bought suppose to be leather settees paid £3.500 been complaining about them within a year of having them. Being fobbed off, then 3 years down the line the white so called leather started peeling all over contacted the insurance that I took out with them only to be told I'm not covered it's down to DFS contacted DFS who ignored my letters got a reply finally stating I'm only covered for frame work but warranty for the leather is only covered for 2 years which is ridiculous. I got in touch with trading standards who advised me what to do DFS was still robbing me off so I went to the furniture ombudsman who got the ball rolling finally DFS sent out someone to look at the settes he seemed shock said hes never seen it before he said he would recover the leather. But as soon as he got back to the office showed the photos he took they now want to put some kind of paint on my settees to peel the top layer of my leather I'm not happy with their decision as it's just making the problem an I paid slot of money for them I feel like dropping off the settes to the store and tell the costumers not to buy anything from them they are quick to take your money but dont want to help when you've got a problem I will never buy from them again I'd rather sit on cardboard then give them my money”
“Working for DFS, in my experience I find working for them in Belfast store is very poor, the store manager for DFS, not sofa workshop, not Dwell, not sofology, DFS store manager, I found my experience while working there very difficult, if he doesn't like you he will be very transparent and you will find yourself in a very difficult situation where he will use his bullying tactics to push you out and he will make you feel very uncomfortable in your everyday working environment, I personally found myself in a situation where he decided one day to had chiller talk, meaning out of sight of others and he personally threatened me, very hard to believe that in this day and age that still goes on in the workplace.”
“Ordered a wardrobe and 5 drawer narrow 48cm chest from web in June 2020. Delivered correct wardrobe in October but chest was twice the width as stated on description so sent back to depot on same day. Told that the correct chest was being reordered and that should be delivered by Xmas. Then told company in Germany had sent wrong item again. Eventually told that details were wrong on web and the chest was not available. To resolve situation I agreed to two 3drawer chests instead! Currently I am still waiting for delivery. DFS apparently are meant to be calling me today. Just told that they no longer deal with supplier so will not be fulfilling order so I have told them I want a full refund and they can the wardrobe away.”
“Paid over £3000 For my leather sofa witch soon went out of shape Dfs did not honour ther guarantee they wanted me to pay for new iner padding also the metal leg broke which was A manufacturers fault in the casting they Replaced all the legs but they were more Chunky ones I paid good money and sofa looks good but badly made with cheap Materials dfs maidstone are so nice when taking your money but rude and full of excuses when it comes to honouring the guarantee good luck if you buy from dfs”
“Before buying your leather sofa from dfs make sure it's all leather we paid a small fortune. To my amazement it's only 30% leather 1 year later all the cheap pvc is cracking when I spoke to dfs they didn't care the 15 years guarantee is a joke never buy from these sharks.”
“Mattress was 3 years old when I told DFS it had spilt at the seam ( see photo ).
No interest in helping to have the problem rectified as they say the warranty was a mere 2 years only !
How long would you expect a domestic mattress to last ?”
“I ordered a wardrobe from dfs and to say this was a shambles is an understatement. They delivered the wrong size wardrobe and wouldn't swap it for me unless I paid £160 even though I had a valid receipt and the goods were not opened and in the original packaging. I went I to store to resolve the issues and was branded a liar by store staff because apparently i had given the wrong sizes. I will never ever use them again. I advise all people who are thinking of shopping there to think again. If i could give them minus stars i would.”
“Shambles.
Only use DFS is you would like the following.
1) Waiting 4 months for the correct items to be delivered to your house (and i'm estimating at 4 months as it hasn't arrived, so could be longer!)
2) MANAGERS of a DFS store not amending your order from a larger seat to a smaller chair, a couple of days after the order was placed, so he can capitalise on his higher commission, hence leading to a massive delay in you getting the correct items.
3) Same manager not returning your calls on at least 7 different occasions. One of which you were told, "he is on a call but knows you are calling in so he will call you as soon as he hangs up. Should be 15 mins tops". I called them back 3 hours later when i heard nothing out of fear that something had happened to him. It had. He went for lunch.
4) No communication or updates regarding your delivery. The original delivery was due to be in my house on the 11th Dec. No show. called in and told it would be the 17th Dec. No show. Called in and told it would be the 22nd Dec. No use, I'm not here over Christmas, as explained when the sofas were purchased, deliver the 4th Jan please.Wrong items delivered. See above regarding greedy commission. Now today after being told the correct items would be delivered this week, i'm told it will be middle of March.
Shambles.”
“DFS STOCKPORT. The worst customer service I've ever experienced. Salesman, Nicky makes his sales and then refuses accountability afterwards. Spoke to numerous managers, complaints managers. Still nothing has been done. Had to sit on a poor quality sofa for over 4 months. Contacting the furniture ombudsman on Monday. Do not buy from this store.”
“Faulty sofa exchanged for a new one then that one was faulty after 2 months. Changed this fo totally different sofa £500 cheaper. Stalling on giving me my money back been waiting 10 days every time I ring the say it's just been raised and it will be another 10 to 14 days. And I'm still waiting. I have just emailed the CEO but I dont hold much hope”
“We always have our sofas from DFS and all staff friendly until we had sofa delivered and both sofas came with different coloured feet. We rang to explain and we had reply back well you signed for them so tough. We never signed for two different feet so now they are willing to change them after three phone calls were made. The guy that served us very unpleasant on phone which got my husbands back up. If you are buying a sofa from DFS in Cannock ask for Ian as he is a really nice guy and in future we will only deal with himself. I cannot knock the sofas from DFS as always been happy with them.”
“I bought the globe sofa in May in charcoal, by August it had gone really bobbly. DFS sent someone out and said nothing was wrong and it was just wear and tear. I complained again, they sent another person out who left me a bobble off machine, after 2 months he expects me to waste my time doing this every few months, absolutely disgraceful. They wont do anything else for me after only having the sofa for 6 months. Their customer service department is awful and complaints procedure non existent. I will never buy a sofa from DFS again, under no circumstance by the GLOBE SOFA IN CHARCOAL, it looks about 5 years old after 2 months. Why use such a unpractical material that goes bobbly on something that is used in a home more than most things. Extremely frustrated and let down by DFS. 1 star is being kind.”
“I’m fuming.🤬bought a new three seater and 2 seater from DFS before Christmas (delivered 11/12). They’re recliners and nothing lines up. The seams on the front of the seats are off by an inch and the backs sit one forward one back. The tops of the backs are uneven too. The 3 seater also arrived with 2 dirty marks and the delivery guy wrote a report on the delivery form saying someone would come out and look at it. Because there was such a big gap between the seats the delivery guy checked he’d put the sofas together properly and when I pointed out that they didn’t line up he said we should report that too when someone came out. After hearing nothing we contacted DFS after new year and we’re told nothing had been reported, but they’d get the rugby manager to come out. An upholsterer came out. He said he couldn’t line the suite up how we would like and if we got another one it would be the same. He said it was usual with recliners and I told him this was our 6th Set of recliners and we’d never had anything this bad before. We then got a call from the Coventry manager Who also told us that these sofas wouldn’t line up because of the type of recliners they were, then a visit from the Rugby manager who told us the discrepancies were normal for recliners and within the normal parameters. He took photos and went back to discuss with the area manager. Just had a call to say they’re doing nothing about it and the unevenness Is acceptable. I said if I had been told at time of ordering to expect uneven furniture I wouldn’t have ordered it and as we paid cash I can’t even stop payments. I’m not happy at all and will be speaking to the office of fair trading in hope that they can get something done. I’d advise people not to buy from them if this is the service they offer.😡”
“Bought top of the range italian calf leather sofas cost 4k, within 2 years the seats had sagged , DFS said they couldent get a replacement and sent somone out to put new foam in , 6 month later worse than ever . the leathers paper thin and started to produce small tears Poor quality product which ahs just left me felt ripped off . forget their guarantees and sales pitches once they have your money they really dont give a stuff. Beware!”
“Disappointed, DFS is basically an army of salesmen/women trying to sell you pretty much anything but then once you receive your furniture, the customer helpline is pretty much nonexistent.
We bought a sofa in their shop back in March 2019,and upon reception on may 2019, the delivery man told us a part from the sofa was missing. 7 months later and after we came back physically to the shop twice and send emails complaints, the missing part was never sent...and or our emails were ignored.
On another note, we asked DFS the Guardsmen protection on our sofa, but looking at how one of the cushion looks today while just doing normal use, we wonder if that has ever been applied.
We now have to buy another sofa for the house (sofa bed this time), and we will definitely not consider a DFS sofa.
Thanks”
“Basildon dfs!
Very bad customer service, we bought 4 dining chairs, should be delivered 5of December, or around.
We didn't get 5of December, so I wait for a week more, no delivery, no call, and tracker still showing 5of December, so I call ask where is my chairs, they said they dont know, but they spoke with supplier, and supplier will contact me for delivery. I wait for one more week, no delivery, no call, no emails, nothing. So I call again, they said they dont know what is going on, they will contact supplier and they will let me know, so I wait one more week, dfs didn't contact me. So I went in the shop to ask what is going with my order. So one guy check for me and told me company where is my chairs is closed till 2nd of January, his will set call back when they will open. So we wait again...
2nd of january that guy call me to let me know company is closed till 6 of january.... and they promise delivery for free.
Finally they left me a voice message, and they said may order will be in the shop 9 of January, and I need come and pick it up. I was so angry I call them back, explain all situation, and that they promise delivery for free, women on the phone said she didn't know, she said she will fix it.
So 9 of december I got a voice message again, and they said your order is in the shop, you can come and collect. I was so upset with this company, I didn't bother call them back, we just went in the shop to pick our chairs.
Plus we order on November because they promise delivery before Christmas, and I got all my family for Chtistmas dinner. So you can guess where we was sitting...
Very very big disappointment....”
