“In dispute with DFS, as ordered 2 sofas before we moved, they tried to deliver them to our new address even though we told them we did not have a moving date yet. Then DFS phoned and told us they had no where to store the sofas so they could be sold on or delivered to our old address, it was agreed the sofas could be delivered to our old address, but couldn’t fit them through the front door so taken back. Finally delivered to our new home, but scuffs at the back of sofa where they tried to get it through door. Somebody came out to deal with the scuffs, and then Guardsman was called out as marks on the arms, he stated that he was not going to touch the sofas as all the hard wearing areas, on the seats and arms, the colour was coming off. The sofas were not sealed properly, no fire ticket or batch number labels attached. We called DFS and they asked for photos, sent these and still in dispute when/if replacement sofas will be ordered. DFS at Eastbourne are sending out somebody next Tuesday, but situation is getting worse, all the colour is coming off both sofas”
“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 .”
“Really happy with the service I got. From Beverley ward who I purchased from. The delivery men that put it together nice too see happy guys that take pride in their work. Well done mark and dean braintree area.”
“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.”
“In a nutshell, they do not do what they say they are going to.
We ordered and paid for a coffee table at he beginning of Jan 18, using the store model as our quality guide. The first 3 all had different quality concerns, on each occasion, the fault was very noticeable and should not have been allowed out of the factory, this says al it about their supplier base.
We finally accepted the 4th table in July, which was still not to the shop floor model standard and we only give them a 4th opportunity because we were told that we would receive a rebate, which as of yet we have not and the communication has stopped.
The local store where we bought from is at Teesside Park, Thornaby, Stockton-on-Tees, however, we have also been dealing with Sunderland branch and have been told this is the regional centre that deals with problems. Generally, the communication has been ok at best until we accepted the table, then dried up all together. In the end we went into the store and spoke to our contact who said he would ring back later that day, here I am 2 weeks later still waiting, very disappointing from a market leader and a company that should take customer service very seriously.”
“Was let down by fab sofas going into liquidation and taking a £470 deposit and no sofas. Went looking again as I needed new sofas. Went into DFS and had a look around spoke to a salesperson and explained my situation so the salesperson spoke to his manager and gave me 10% off on top of the sale price. So saved most of the £470 deposit I lost. Thanks DFS store in Ayr Scotland.”
“This is our 5th sofa from DFS and I'd never had a problem,but with our new sofa there were a couple of marks,I phoned customer service and they sent a service manager out to view,he agreed with the problems and has arranged replacement parts straight away,can't fault there service”
“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.”
“Worst Customer Service & Worst at delivery of your furniture on time
Customer Service and delivery of your products is the points that DFS is very weak at. I have been promised my sofa and coffee tables would be delivered in 5 weeks , now its past 5 weeks , they tell me half of my furniture is ready in another week and also finance company (Barclays) needed extra document from them and they just sent and waiting for authorisation code.
After ordering for so many customers , how can DFS not know what documents to send over and when to ask finance company for authorisation code, shouldn't be that hard to arrange, only reminders on the system 10 days before delivery of product to distribution center, to remind them to ask for authorisation code!
I am completely disappointed at their service and how they can't be on time !”
“I bought bed electric ottoman delivery came and they don't know how to put it together electric thing not working and mattress is dirty and delivery man left bed half finish and I am sleeping on sofa 1 week since delivary nothung done yet I had bad experience very unprofessional delivery guy said they never put bed together before”
