“My mirror was delivered with a crack. I contacted customer services who emailed me back on the 2nd of December stating that their supplier would be in contact to arrange a replacement. I have phoned customer services numerous times to check the status of the replacement and I have been informed that a manager would be in touch to sort out the issue, which hasn’t happened for 2 weeks now. I am now stuck with a mirror that is useless and their customers service agents are not helpful.”
“We ordered ours as in store it was so comfy. When we got it is was so low! You can not fluff the cushions at all and the shape is completely gone, the cushion fillings are so cheap and nasty and don’t fluff up. I complained and they sent out a structural chap and said it’s fine and it’s just that kind of material, to which I argued it’s the same filling as the one I had for 7 years previously and this one does not come close to that quality and he said nothing is to be done because is fine! I’m still not happy and we have had to put non slip rug mat u Dee the seat cushions because it slides out! We hat our sofa. It’s that low my 9 month old climbs it without issue so I imagine it must of been on some kind of platform in store!”
“We have had the worst experience with DFS . We bought a sofa and we had been promised that we would have it by christmas but it is now “lost”. Our sofa was due for delivery on the 23rd December and nothing ever showed, called their customer service line they said they don’t know where it is as it has gone to a private delivery company, on the 24th the sofa was marked as “delivered” and nothing has ever showed, called customer service again and every day since and they said they don’t know where it is, it is lost, they emailed “escalations team” on the 24th,26th and on the 29th after each of our phone calls. And we never heard nothing back, we have been left with nothing to sit on over christmas for our family and with no response from their customer service team. Please avoid this company!!! Terrible service”
“I bought a sofa on December 5th as it was in stock and it would be delivered before Christmas, as my family came from another country to spend the first Christmas with me. But everything went wrong!!! It was the worst Christmas of my life. I have not received the sofa in two delivery attempts. The two days I spent the whole day at home, waiting for a placement or notification and NOTHING!! This is without a doubt the worst company I have ever known. Terrible customer service. It was a nightmare not to get my sofa and not have a place to accommodate my family. DFS, never more...
Another thing, I canceled the purchase of a coffee table 18 days ago and so far I haven't had a refund. Both the sofa and the coffee table I bought with my debit card. I canceled the sofa 3 days ago and if it takes longer than a week for the refund (as I need the money to buy another sofa), my lawyer will resolve this case.”
“Ordered a sofa in August promised it will be delivered by christmas but still waiting have no furniture to sit on over christmas they assured me it would be with me by 8 th Dec as I had no furniture due to a flood so disappointed spoilt my christmas”
“I am disgusted with the service of dfs.
I am a single mum of 2 very autistic children the council refuse to move us and therefore I had to purchase a sofa bed. I called dfs up after 18 months (bed under 5 year warrent) and insured which I did not know I had purchased..
To be told even though I was told the bed was for daily use that because I have used it for daily use they won’t fix the bed issue a refund or a repair!!
How is this fair I was Mia sold a product which both an engineer and customer service agreed my sofa bed isn’t fit for everyday use”
“Abysmal Service!!! Incompetent Company!!!
Ordered a sofa 4 months ago from Birstall(Leeds). Chased 2 weeks after the due date, after a week of chasing every single day I get told that my order has not even been processed. Spoke to an advisor(Jennifer) who was working from home and when I asked to speak to a manager was unable to transfer me to one however all the managers were all on holiday and said someone would call in 48 hours. I had to chase this up and got through to Mark (another advisor) and said 'a manager will call you back within the next 72 hours!'
72 hours later a manager from Bradford called to give no information whatsoever about my order and said since the managers in Leeds are all away he called to let me know that he still can't do anything and that someone from the Leeds branch will call once they are back in.
I paid them £4,000 4 months ago for them to turn around and tell me I won't be getting the sofa I placed an order for because the production had not even began. Ridiculous! Absolutely ridiculous - I had heard mixed reviews before placing this order and I really hope no else has to suffer.
Ordered from Sofology previously who were outstanding and kept me updated regularly so I will be returning to them!”
“We order setter and two chairs on 30th june2021 and are still waiting for it have been told dates then told other dates we know it's been at the docks for months due day it's just come into the docks but we know it's been there for months they don't tell you any thing if I had know I would not have gone there 6 months waiting for setter and chairs not on”
“Please stay away from this DFS store in reading. We were served by a person called “Zee” lied To us regarding delivery time, lied on the order- put the order through as cash payment supposed to finance to reach his personal bonus payment. Gave us his personal mobile number and ignored our texts and calls. Worst service I have experienced. So please think twice before using this store and sales person by the name of ZEE.”
“I'd had my last sofas from Dfs and had no problems, they must have been around 15 yrs old. I decided to buy new ones and was so pleased with the Marlo sofa and chair when they arrived. Love the colour and style. I began to notice though that they just weren't comfy to sit on. It seemed that the back of the seat was overstuffed and I just kept sliding forward leaving a gap at my back. I tried a cushion at my back but still kept sliding forward. One friend placed a cushion under her legs behind her knees to keep her from sliding forward! I now have a back ache which I'm convinced has been caused by the sofa. I contacted Dfs who sent an upholsterer to check it out. He told me there's nothing he can do and it's just the design. I will contact them again but don't hold out much hope after reading reviews on here. I'm thinking of now buying a footstool of the same height as sofa to see if that solves the problem any.”
“Absolutely appalling — customer service don’t give a 💩
We got mis sold our sofa bed at wednesbury branch in July - sofa bed turn up damaged - ended up 100£ of our pocket and still waiting for delivery .
No communication constant chasing up - I worry if there is a GDPR risk because when they say that they are emailing other departs to get in touch so call back( probably selling details ).
When you ask to be out through to complaint they hand you back to the store - no answers no solution just fobbed off - apparently they are the complaint department .
This company is shameful - don’t waste your money and time!!”
“We bought a suit from DSF a few years ago, in Under six month one arm if a chair began to fade badly. Out came a member of staff to view the problem who, keeping a straight face, informed us that the material was reacting to medication we are on 😅
Ho dear please excuse us for being old.
This excuse was used by the company in a UK Court of law and judgement went against DFS. Clearly staff still try to hoodwink elderly clients who are taking medication with this tactic, so do yourselves a favour, avoid the hassle and shop elsewhere.”
“I previously wrote a 1 star review a month ago as I hadn't had my sofa for 4 months and they sent me email and text to say it would be delivered next day and advised to clear room which I did by taking sofa to tip. Day of arrival never arrived so I had no Sofa. They said it was in china even though they pride themselves on them being handmade in the UK. Lies. Month 5 and still no sofa and sitting on bean bags finally arrived nearly 5 months after order. Sofa is L shaped sofa paid £3k for it and has come in 2 different colours as they join together. One half of my Sofa is silver/grey the other half brown. The sofa is now useless. How can they get this so wrong. To make it worse im having to phone them to sort out as no one has bothered to get in touch with me to say what they are going to do. This is the worst company I have ever dealt with. I got told by the Preston Depot manager 1st time its not DFS fault if sofa doesn't arrive from abroad, it definitely is their responsibility that they told me mine was arriving next day so chucked old one out and it doesnt arrive. Im expecting for DFS to tell me it isnt their fault again and I have to wait another 5 months for my sofa. Absolutely disgusting service and no responses. Do not buy from these cowboys. Just got through and have been told customer service arent available to speak to as they are busy so I have to leave my number and they will call back upto 48 hours later. This is a total joke as theyve delivered the wrong sofa and need to sort it immediately and let me speak to someone. I have also noticed DFS are using 2 different links for reviews on trust pilot. When you do a google search one link shows above 4 stars and the other 1 stars so click on both when looking for reviews. I cannot believe that after receiving the wrong sofa I have to wait 48 hours to speak to customer services. Disgusting!!! After the 1st review which is below this review I was offered no form of compensation only a few words of its not DFS fault your sofa hasn't arrived!!! And now this!!!”
“Purchased an in stock item from Taunton store, delivery address less than 1 mile away, DFS website said item being made?! still waiting after 2 weeks for delivery. I would suggest if you expect delivery before Christmas Santa will be more reliable. Tried to contact them, no reply, service terrible.”
“Please avoid DFS not the furniture that was displayed in the showroom. What a scam. the delivery me were fine but the furniture is of poor quality. The material marks as a scratch as soon as you touch it. Please please do not buy from them.”
“Ordered sofa in September. Happy to wait until December for delivery. Day of delivery arrived. No sofa. No text nor phone call to let me know what was going on. Rang Customer Service numerous times to be told there was a problem with distrubution centre. Waited few days still no sofa..went to my local store and they said exactly the same that there was a problem with distribution centre and couldnt tell me when it was being delivered. I asked for refund..dont think my sofa even existed..had no phone call or text apologising. Awful customer service!!!”
“We ordered our sofa in July 2012, we were told it would be a wait of around 12 weeks… it’s now the 12th of December it’s been 19 weeks we’ve had 2 scheduled delivery dates both days nothing arrived. They then tried to deliver half of the sofa to our old address and said we would have the other half by April 2022.
I was lead to believe that all of the sofas are handmade to order in the uk,, but later found out the sofa we ordered is actually made in Thailand.
The management within this pathetic company is nonexistent, I wouldn’t be surprised if dfs ends up collapsing due to the vast amounts of issues it’s having.
Today we cancelled our order with dfs and have bought a sofa from a reputable and far more reliable company,, I suggest that anyone reading this does the same.”
“Avoid purchasing furniture from DFS, otherwise you will probably be very disappointed. We really regret not studying all the review sites as we now see there are many negative experiences suffered by their customers, largely relating to deliveries.
Initially when choosing the chairs in store on August 25th 2021 we found the process OK. Product suited our needs, price good, and helpful advice from the salesperson Ben. There was also another major factor for placing the order. Although there was a 16 week wait for delivery, we were promised our chairs would arrive before Christmas. Unfortunately we were later to learn that was a hollow promise. On 22nd November we received a tracking message saying the chairs were manufactured, on their way to the distribution centre (7 miles from us) and would be delivered around the 13th December. Great news we mistakingly thought but later found out this was a big DFS lie. Then on the 7th December we were informed our chairs would not be delivered till early January 2022. The excuses given are all the supply chain ones currently being used nationally. However all these factors were occurring when we placed the order. Why DFS, were we not informed of the possibility of a late delivery then? The answer is that once DFS have your payment they just don't care about the customer.
The latest update is that the delivery date has slipped again, that's totally unacceptable. The chairs are not expected now at the distribution centre till the 17th January, so won't be with us till at least the 20th. That will mean a wait of 21 weeks but if the past frustrating experience is anything to go by, we quite expect the date to slip again.
Getting any response or sense from Customer Services is a joke. Harry Yunis, Head of Customer Care, and his pathetic team, should be ashamed of their response to customer's problems. They either don't respond to emails or phone calls, or when they do they are arrogant and unhelpful. The worst customer services I have ever dealt with. In fact I have been advised by the store to communicate with the manager there due to the lack of confidence by the sales people in their customer care colleagues. Not a great advert for the business!
We are just one customer of many that are currently disgusted and angry with DFS's performance. Will never buy from there again. Terrible company!”
“Delivered wrong chaise settee on 04/12/21. No response from emails, calls or webchat. Constantly given the brush off. Chaise at wrong end with damaged cushion. Customer services is a joke. Ordered 28/8/21.”
