“I purchased two new sofas Dec 2017 the material scratched and puckered two of the zips have broken on the seating cushions the biggest waste of money ever .DFS have offered me two new cushions and to repair where the scratches have occurred. I was told this was dog friendly its not you only have to touch it and it marks .The service manager called it scruffy when he saw it ! That says it all to me never again will i ever buy anything from DFS !!!!! total rubbish”
“I wish I had read all these reviews before I purchased from DFS but alas I didn't. My three seater French connection sofa has been repaired three times now . The repair has failed again and no amount of talking to store manager or their head office has yielded any joy. I even had somebody from the company call me a liar over the phone. I'm sure one more negative review won't cause them any sleepless nights . I only hope it helps somebody else before they part with their hard earned cash.”
“Bought a 3seater and 2 seater 'leather' sofa, worst mistake ever! Saved 2 buy a nice sofa, wish we never went to dfs! Sofa lost colour on headpiece twice in 6months,had new back, same again. They blamed is on the 'natural oils in our hair' and refused to sort it out 2nd time! Colour also came off with their own leather cleaning wipes! Dfs stands for - 'don't f**King start! ' never again!”
“We purchased a sofa and two armchairs from DFS Oldham in November 2017 and took delivery in December 2017(10 months ago). Shortly afterwards the seating area of one of the armchair was so uncomfortablethat you could feel the frame when sitting on it. I telephoned the Oldham branch and a person from the service department attended, he was quite adamant that this was normal and he would not make any attempt to rectify the problem. We persevered with this for a few months and then made a further request for them to inspect the chair. This time a different member of the service department attended and replaced some of the foam in the seating area, which was an improvement. Over recent months the seating has deteriorated to such an extent that I requested another visit from the service department. On the 18th October a person from the service department visited (the same person who visited the first time), again he was quite adamant that he was going to do nothing as he considered that this was normal. I asked him why this particular chair differed from the other chair and indeed the one in the showroom, his reply was that it is probably sat on more, I assume from that remark that the only way to ensure the quality is maintained is not to sit on the chair. To say that I am very disappointed with DFS and the quality of their furniture is an understatement, we are now left with little option but to buy more furniture from a more reputable company that sells quality furniture.”
“Would not recommend buying from DFS - have a read of BBC Watchdog's article and you will understand. Our contract was changed - we were not privy to this information till 15 days after. Customer service have said that my order cannot be cancelled because the contract has been "re written not cancelled". This is apparently how they do business - rewriting contracts without agreement. Customer service claim I have no evidence when I have the original contract with alterations that the salesperson made with his handwriting to reflect what was right. So I soon learned that no evidence was ever going to be sufficient evidence. Aside from this, the salesperson had lied to us to get us to sign the contract. Recommendation: if you find yourself emailing customer service, don't bother. Customer service will just tell you it never happened because it is against DFS' policy - again, have a read of other reviews or even some of the comments on their social media pages. Follow the procedures - write an official letter of complaint and go straight to the Small Claims Court. Don't waste your time emailing back and forth. Time is better spent filling in the application form.”
“Was led to believe I was purchasing a leather three piece only to realise it's two thirds leather look one third leather didn't realise till after it was delivered .the salesman DID NOT POINT THIS OUT TUs”
“Buying the leather sofa from DFS was one of the biggest financial mistakes I have made. Purchased one of their TOP sofas from the ICONICA range (Salone) with the chair, we have spend ~ £3.5k and were led to believe this is their superior range. But it has proven to be total rubbish.
We have had the sofa for just over a year, it is in our 'second' living room and is only used twice per month (no children), so in total it has been sat on around 50 times. That's ALL. Within two weeks of delivery we had to call out DFS as the sofa was making awful loud squeaky sounds and was a great embarrassment to anyone sitting on it. Also one of the corners has sagged and dropped by couple of inches (it was re stuffed but subsequently dropped again and now 'hangs' on the edge). I also showed a huge scar on the leather (15 cm long) on one of the seats in most visible place. The scar looks like a cut underneath and looks like it could rip any time. DFS said leather is a natural material and this happens. But this is clearly a rip or damage during manufacturing process. We can not now sit on one of the seats as it is starting to rip. The sofa is made up of sectionals which are of different heights, we have 4cm height difference between two seats, but again DFS said it is the 'beauty' of their product. Looks cheap and nasty. One year later, which is after approx 50 uses the sofa looks shabby and sagged. The leather is marking each time you sit on it and it already looks 10 years old. It is disgusting quality, should not be allowed to sell. I will not be able to keep the sofa, even before the repayments are finished. I wish I have spend a little bit more and bought from a reputable retailer. Never again. It is completely wasted money. The identical sofa (Salone) on their website or in store looks great, crisp lines, no saggy dropping corners. Beware the delivered product is not the same quality as in store.”
“Everything went wrong!
1. Delivered in a wrong address! 1 day off gone.
2. Forgot to deliver our foot stool! 2. day off!
3. Delivered a wrong foot stool! 3. day off!
No money back!!!”
“Ordered country patch sofa and wing chair at the Huddersfield store 18/8/2018 . Almost £1300 taken from bank account immediately!! Could not track progress of the order but had email from delivery firm HDS confirming delivery 31/8/18 and also said driver would make contact with a time slot day before . No contact made yesterday so I rang HDS 9am this morning when they opened to be told they had tried to collect furniture on Tuesday 28/8/18 to be told no furniture there . Called GHOST furniture. They immediately emailed dfs to inform them but they couldn’t be bothered to let a couple of 75 year olds know . I rang dfs who informed me they were aware but was up to the Huddersfield store to let me know . Unfortunately the poor store manager’s assistant was on holiday this week which I strongly advised him was not our problem . Having received the most insincere apology from him ever I requested an immediate refund of our money which they had taken fraudulently - we have paid for furniture that doesn’t exist !! We are outraged that we have to wait 10- 14 days to get our money back so we then can purchase some new furniture . In the meantime we have to sit on garden chairs . Well done DFS AVOID AT ALL COSTS . Will wait and see how long the refund takes and if any sort of compensation is offered . Won’t hold my breath .”
“Ordered the sofa in new Malden store three weeks before moving in to new address. Agreed with salesman that sofa would be delivered on the 28/07/2018.
Received an email from DFS the day before advising that issue with part of the sofa and would be unable to deliver on the 28/07/2018 as agreed.
Waited a further three weeks with me having to chase DFS at least four times via phone each time I was advised that the sofa would be delivered
shortly.
Sofa was finally delivered 3 weeks after agreed date , when delivered the delivery man asked if the sofa was ex - display as the feet were scuffed and was not factory wrapped I advised that the sofa was brought brand new and was advised to contact complaints team.
spoke to a lady called Laura Midgeley and Becky in the complaints department at head office and New Malden Branch manager Tahira was offered my delivery fee back and was told in no uncertain terms there is nothing further they could do for me.
Overall being the first time using DFS I would never use them again and suggest anyone looking for a sofa to look elsewhere.
The customer service was extremely poor, they do not call customers back when they say they will.
An all round really poor experience.”
“Just disgusted with the sofa I have just bought 'Crosby' keep having to push seat cushions back as I feel I am falling over edge. Spoken to Dfs and they say nothing wrong with it and that they have not had any complaints about this sofa. It has no substance or strength to it thus no support. Would love to hear from anyone who has purchased this Crosby sofa and get their views. Also supposed to be 4 seater but you would be lucky to get 3 people on it.”
“Bought a sofa which took nearly 9 weeks was damaged by dfs when stored in their delivery van, service manager comes out to inspect the sofa and the whole of the middle part of the sofa and the back of one side of the sofa will be replaced, another 9 weeks!!
We was also told the Porto sofa was made in Italy on purchase, when in fact the sofas are from China!!!
Very disappointed with our first new sofa!”
“12 months from 1st complaint to sofas taken back and getting a full refund.DFS they will fight like tigers lie through their teeth not return your calls try to patronize you they know every trick in the book and more.After 4 visits plus sofas returned twice many letters/emails, photos, visits to stores, phone calls and sofas returned twice for repair after only 4 months after purchase. Finally after a visit and inspection by the furniture onbudsman they had to admit defeat and we were right all along. All this took from the 1st compaint to getting every penny back 11months 3weeks and 4days. They will try to grind you down dont let them, keep at them you can win.DFS LINOLN STORE 08-08-2017 to 05-08-2018.They arnt like this when you go in the store with money to spend they are very nice and friendly people then very JEKLE & HYDE. So may I sugest befofe you write a review wait till you have had your goods for a while. END OF A VERY TRUE STORY but a yery shortened version.”
“Yes 365 days from our first complaint to our sofas being returned and getting a FULL refund. DFS tried every trick in the book, but with the help and a visit from an independent furniture ombudsman, DFS finally had to admit they were wrong and our sofas were not fit for purpose.
7-4-17.
We took delivery of 2 DFS three seater Peyton sofas in nubuck brushed leather. After a few weeks(especially on one sofa) the leather had gone all shiny, the foam in the seating had started to collapse and you sank right down in the middle or could not sit straight up at either end. On 8-8-17 we went into the Lincoln store where we had purchased the sofas and reported the condition.
HERE IS A VERY BRIEF OUTLINE OF THE NEXT 12 MONTHS OF HELL. !!!
14-08-17. A visit from DFS service manager who stated he had more than 30yrs experience as a upholstery and all issues were normal and down to usage.
1-9-17. A visit from DFS sales manager who also said it was normal natural wear.
25-9-17. Went in to Lincoln store to see the manager, who was very rude, arrogant and did his best to patronize me saying his staff were right and I would have to accept it.
1-12-17. A visit from Top manager of Brigg and Lincoln stores, at last someone prepared to listen, he admitted the foam had collapsed, leather had gone shiny, and some stitching needed redoing. He would arrange for both sofas to be collected and re-foamed, leather to be treated and the stitching redone.
18-1-18. Sofas collected for repair.
31-1-18. Sofas returned, FOAM not replaced, just bodged. 1hr later sofas picked up again for further work.
15-2-18. Sofas returned again, cushions had lost all dome shape, they looked awful, they were solid and uncomfortable, leather looked the same,but the stitching had be repaired.
4-4-18. 2nd visit from DFS service manager, once again said sofas were ok, there was no problem with them, nothing more could be done.
We then went back to the furniture ombudsman, sent photos, and information.
31-5-18. An independent furniture ombudsman came and the sofas, were given a full inspection.
19-7-18 Received Ombudsmans report agreeing with us, stating it would cost more to repair than it would to replace them, therefore DFS should take the sofas away and give us a full refund, all monies spent including delivery and cleaning kit.
25-7-18. Sofas taken back.!!
1-8-18. Money repaid, only to be £150 short. !!!!
6-8-18. £150 repaid.
END OF SAGA. !!!!!
We have not received any form of apology from DFS.
If anyone has any problems similar keep records of, times, day, dates, names, take photos, write everything down. They will try to undermine you in every way they can to make you give up.
BUY FROM DFS AT YOUR PERIL.
Quality of service
Value For Money”
“Bought 3+2 Maxx leather sofa, delivered to us on 5th July 2018. After 4-5 days we found out the it gets puddles and badly creased. We called and emailed customer service help desk and they sent an engineer to solve our problem. He came after a week and looking at the sofas he said it’s normal, you need to redress sofas everyday before going to bed. Come on that’s not normal, it’s not the first time we got sofas. We have been using leather sofas for ages. We are pensioners and saved money to buy good sofas from a big company like dfs. Now we been sending reminders and online chat also but no solution has been given. Is there anyone who can help us to know what should we do to our sofas look new as it’s only one month old and looks like 2-3 years old.”
“Absolutely disgraceful service. Shocking delivery team who were too busy complaining about being late and the lorry being loaded incorrectly. Couldn't get the sofa through the door and in their haste damaged it. They were then advised to cut it open at the bottom and dismantle it - when it was ripped open with a blunt Stanley knife it was clear that it didn't unbolt. Customer Service, or lack of, weren't interested at all and even their complaints team weren't interested. I wouldn't recommend DFS to anyone - don't waste your time and money on such abysmal service.”
“Customer service is extremely pathetic, appalling. They do not value the custom and more interested in making complaints worse instead of resolving it for customers. Bought sofa that did not arrive in agreed time frame. Called customer service to find out whereabouts and was said “ I DONT KNOW”. I was then told that I will get a call from HDS NEXT WEEK AND DELIVERY OF FURNITURE. Waited again and called after 3 days. I was told that no calls were promised and sofa can only be delivered next week. I refused to that and asked for manager. I was told that manager cannot come on phone and the phone cannot be transferred. Asked to be transferred to customer services and was told “ THERE IS NOT ONE”. That was a shock. Manager called Tony calls later backing up his staff in extremely rude manner and asks, you can cancel your order and you have to let me know now.
This is how DFS treats customers and finds easy way out by cancelling orders and simply walks away after giving inconvenience to the customers.
I need to know that I booked time off at work after spenking to call centre, who is responsible for the waste of time and holiday that was not required and on top inconvenience. In the evening I received email from delivery company informing me of delivery date that DFS fixed on my behalf without even consulting me and asking if that was convenient or if anyone will be available to accept that delivery. So imposed delivery and who is going to pay for the time off that I will have to take as I wasted day off already.
This is utter disgrace and DFS should be proud of so called customer service.”
