“Poor quality sofa, absolutely disgraceful looks 10 years old and like a child has made it. Someone has been to inspect today and is trying to pass off as acceptable. Marks and defects in the fabric. Looks dirty. Apparently it is up to the manager at he the Bolton store to decide it’s fate. Going to trading standards. This sofa was £1300 😡 I have included the website picture of what it is supposed to look like. Absolute false advertising”
“I purchased my 3 seater and 2 seater set from DFS Eastbourne in Feb '18. To look at, they are lovely sofa's, they cost sooooo much money and I genuinely thought I was buying quality when I sat on them in the showroom. We paid extra for the upgraded seat filling, and after 16 months, the seat pads are absolutely flat, and the sofa is incredibly uncomfortable. The sofa has an easy life, only sat on for around 3 hrs a day. Kills my back to sit on it, so I sit on a bean bag most nights. I would most definitely never buy from DFS again. The quality is just NOT there for the price you pay”
“This is the worst company I ever had to deal with in the entire UK. The customer service is the worst you will ever see. They do not care about their client one bit. They will ignore you and disrespect you for a £1!
What is shocking, the more you spend the more they will charge you for return delivery if there is something wrong with your order! That's right, if you spend £100 they will only charge you a tenner but if you spend £4000 they will charge you £400!!! Instead of going extra mile for clients that spend thousands with them, they prefer to rip you off instead. So there we are, spend your money elsewhere if you want to get its worth. Want to buy a bed? Sure thing but they don't stock most of them in stores so in 90% of the time you will have to order online without seeing it first. £2000 bed not fit for purpose? No problem you can return it for £200!! and only get the remaining as store credit so its not like you would spend those £2000 elsewhere anyway but now you have yourself down to £1800 hoping the next bed will be at least acceptable because you have no way to see it before anyway! Also they will not care about how you feel or what you say. The managers are so much worse than regular customer service staff although these aren't great either. Is the furniture nice? Yeah its not too bad but for this price you can get sooo much more and better quality for sure. Trust me I now know.. On top of that if you go elsewhere they will respect your consumer rights without charging you 10% of your order to use them. Can you return in your own transportation? No:) They have the right to sc...ew you over written down in their T&C. Avoid at all costs unless you like to be disappointed and waste your money. I recently went to their store to compare the quality to the store I purchased my new corner sofa from. Oh my god what a difference! We paid £1900 on offer and to get anywhere near such good look and quality in DFS we would have to pay £4000! For the price of £2000 there was nothing acceptable and definitely nowhere near the quality and looks of sofa we bought. Not that I would ever order anything again from them, not to mention the staff that work there are terrible but just so you know. AVOID AVOID AVOID!”
“Awful customer service. Cuddler armchair I've ordered and yet to receive has been reduced by £190 and they won't refund the difference even though they have for other customers. Wouldn't even waive the delivery charge as a gesture of goodwill. Feels like a slap in the face and I do not feel like a valued customer. I do not recommend dfs and will tell my friends the same. Just hope they manage to deliver it on time after they've told me numerous times its on schedule.”
“Ordered a 3000 pound leather settee paid in full settee got delivered on time then 3 days later went into my bank account only to find out they have charged me twice and have taken 6000 pound out of my bank account rang them up and they said it is definitely them that took the money out but they don’t know how it has happened they must of charged me twice by accident and we’ll put the money back in your account in the next 21 days that’s how bad dfs is let’s see what happens next counting the days and checking my bank account on a daily basis on day 7 and the money still isn’t in what a joke stay away from dfs you have been WARNED”
“I store they were very good. I ordered in mid Aug and was told 10 weeks delivery. In Sept I tried to cancel as I lost my job and couldn't afford it also found out I was to be a grandma and the sofa was velvet so not good with a little one.The delivery date was extended and extended and I finally received it mid Dec. There is no getting out of the contract as they say your sofa is bespoke ( just like the one Instore). I love my sofa however I would never order from them again. The wait is too long, the sofa is overpriced and customer care after sales is very bad.”
“Hi bought sofa from dfs 3 seater under 200 cm perfect for my small room love it so one year later went to shop to replace my recliners so ordered to arm Chaires from Same range you would think similar
No the armchairs are enormous and the most uncomfortable chairs the range is CAMDON BE VERY CAREFUL DFS GREAT WHEN SPENDING NOT HELPFUL IF YOU MAKE A MISTAKE”
“Sofa arrived with side cushion missing, finally picked cushion up a month later to find its the wrong shade. We waited weeks to get sofa then weeks to get cushion now have a sofa that don't match not happy ,but sure they will fill me with lies again”
“Why when we have the patience to wait for 20 weeks, after paying in full well in advance, should we receive woefully inadequate product with faults that your engineer is unable to rectify (in the pathetic 20mins you alocatted him, after we waited 3 weeks), and needed to rebook for a "substantial" time slot, do you not have the courtesy to reply to our messages on your PM's that you have read but not acted upon? Stephanie Thomas is awaiting a response, but the outcome is now somewhat irrelevant as we are already pursuing it through American Express who thankfully we used to pay via as the goods are not as contract, faulty and a far lower quality than those that were ordered. We spent £3000 and the quality is akin to something you would get for £400 delivered new off marketplace. The foam is nowhere near the same grade as we can feel the entire frame and you "service managers" don't return calls and you have to wait for an hour on hold to be told they cant contact he people you need to speak to. If you are waiting for an order from this company I would strongly recommend you do everything you can to recoup your money as as pleasant as all the people we have dealt with our ultimately we are left with a Smart Price sofa that's incredibly noisy and they are not even trying to resolve the issue, just ignoring communication.”
“A scumbag, scamming operation. Impossible to get through to anyone, but I made some inroads that may help others.
If you call 01229 828 568, you will (eventually, keep ringing) get through to the DFS supplier. Tell them you're calling from the DFS store you bought the sofa from (pretend you are an employee there chasing a customer's order). They will ask for you 'acknowledgement number' but just say it's not showing up and give them your Order Number. Then, they will be able to tell you exactly where your sofa is and when it will be loaded onto the shipment. No one else in DFS will give you this info.
Hope that helps. DFS won't like that this info is out there, but then they should have behaved themselves.
NB: DFS PR automatically responds with bull*** when anyone posts a negative review, so do ignore that. Just more of their soft soap rubbish. I ordered this sofa in mid August!
FYI: If that doesn't work, Tim Stacey the CEO's contact details are:
01302 573200
tim.stacey AT dfs.co.uk
And if you wanted to leave a message on his Linkedin:
/tim-stacey-478643a3/”
“NIGHTMARE EXPERIENCE WITH DFS
Me and my husband purchased a corner sofa last year in May in Dfs Tottenham Court Road.
We did visit twice their shop. The first time they suggested us to go back in few days so we could use their 50% sale... but when we went back we found out we couldn’t because they didn’t have discount for all the sofas... anyway...
When we chose the sofa, they asked us to choose which pillows we wanted to go for, soft, medium or firm.
At the beginning we thought the salesman was very knowledgeable and gave us all the information we wanted but unfortunately it was all lies.
He was lying about everything!.
We chose firm pillows because we have back issue, we even tried the sofa with firm pillows.
Very happy we signed the contract and paid some extra to have an additional protection for our sofa.
When we received the sofa after 4/6 weeks, the sofa was totally different! The pillows were very soft and not firm, the sofa didn’t have any protective layer that we paid for... we started to complain from the first day but for Dfs there was no issue. Apparently the salesman got fired or left after few days ... he was lying to people and we are one of his victims... yesterday finally an engineer came and dfs will not take any action to satisfy us... We tried to ask to change the pillows as we have back problems, to change the sofa (paying a difference if there is), anything! But there is nothing that we can do was their answer!
Do you think is this fair? Not for me after 2k sofa...”
“I’ve ordered sofa end of July to be delivered in October but couple days before initial delivery date it has changed to be delivered one month later . I phoned the Store to check as I need it for Christmas and I still had time to get one elsewhere instead if I couldn’t have it by than but I was promised that it will be delivered by the end of November but in worst scenario definitely before Christmas .I just received an email yesterday (3 days before delivery date) that my sofa will(or will not) be delivered to the Store on 25/12 which means I was lied to as it won’t be in my house for Christmas and now I can't even get one somewhere else as there is only 4 weeks left till Christmas.
Order 37ZBT6197”
“They delivered a sofa to my address and the rude drivers snapped at me when I opened the door for not moving the JUNK mail out of the way. When putting in my sofa, he knocked over lamp and it my laptop with a crash. NO APOLOGIES AND THEY WERE NOT WEARING MASKS when I scurried to check if it was ok. When I complained the store manager tried to give a free £30 sofa kit, which I didn't feel was appropriate at all. I called again to challenge this and the person whom I spoke to did not record the incident forcing me to call again the following the day. I spoke to someone on Saturday through their social media whom after emphasising that they were not wearing their masks refunded me their delivery charge. Exhausting and disgusting that they would put a vulnerable person and their property at risk.”
“Ordered our sofas 25 July, promised by the salesman 12-13 weeks but could be sooner.
13 weeks passed 24 October, the tracker has been useless, each time we have contacted customer service a new excuse has been made, from lack of foam (after we had been assured it was on the boat) to "not being able to dock".
Delivery was promised for Friday 20 November, I booked a day off on annual leave, today I received a call to tell me the delivery had been "rescheduled" to the 25th.
We have no faith they will arrive at that point and no faith in DFS at all,the empty promises from the salesman, the unprofessional attitude of customer service.
To rub salt into the wound we received an email from Harry Unis, head of customer service, saying that lockdown would not affect the estimated delivery time, our delivery was already overdue.
I would never recommend this shambles of a company when the head of 'customer service' spouts inane drivel.
Absolutely terrible, shame I can't give zero stars.”
“Purchased a recliner sofa paid in cash very poor quality disappointed in the lack of customer aftercare no interested in trying to resolve the issues I have trying to obtain a refund my daughter and I have had bad experience with this company”
“My snuggled chair arrived with what looks like a cut mark to me, service manager visited today to inform me that it’s not a cut mark at all but part of the pattern of the leather. After disagreeing with him I was told that’s my opinion and that my opinion was wrong.”
