“I can't believe what happened to me last Sunday at the DFS store in Grantham !!! And now I will explain what is going on.
On 27/11/21 at the DFS store in Grantham, I ordered a corner sofa bed. With all additional options my order value was £ 1968. When concluding a sale and purchase agreement, I decided to take advantage of the 0% APR offer. Jack Donachie, an employee of the store, prepared the Pre-Contract and all standard documents related to the contract. I also received his assurance that if any problems arose, he or someone in the store would contact me. The assurance WILL CONTACT YOU! is key here! For this purpose, I have left all my contact details. Home address, telephone number and e-mail. The waiting period for my cornersofa was almost 5 months. The assumed delivery date was the end of March or the beginning of April 2022. On Sunday 13/03/22 I went to the store to ask when my furniture will be delivered. To my great surprise and outrage, I heard that I would not receive any corner sofa because the financing of the purchase of 0% Interest Free Credit was not accepted by the bank. Of course, I didn't know anything about it. And here we come back to the key assurance "WE WILL CONTACT YOU"! Because none of the employees of the store HAS NOT CONTACTED ME !!! to inform me about this obstacle in the purchase of the sofa. The conversation with the person serving me was more than annoying! Because this employee irritated me by repeating only one sentence. "We called you." When I asked why for 5 MONTHS none of the employees came up with the idea to write me an e-mail or text message or even a letter with information about the situation, the store manager kept giving me the same stupid answer - "We called you". They called but didn't get through. And for them the matter was settled. I think there are still a few options for contacting the client. Isn't it? But this apparently exceeds the competence and resourcefulness of the store's employees. Or maybe they just don't want to do it? Maybe they don't have enough respect for the client and, at the same time, for the owner of the company who gives them the job? Because they certainly do not care for the interests of their company by behaving so unprofessionally. How many more ignored customers like me? Then, to my arguments that there are at least several ways to pay for the thing that I wanted to buy in the store, the manager replied that he knew about it and that someone had called me. To my question and what now? The manager wonderfully replied that I have to re-order the sofa and wait for it to be delivered for another 3/4 months. He even offered a 10% discount as a compensation. Only that the price of the sofa I wanted to buy has changed and it costs more than when I wanted to order last year. So, in fact, the real reduction would be less than 10%. This cynicism on the part of the employee irritated me very much as well. The waiting time for my sofa to be delivered has practically not changed. And in addition, I have already removed the old corner sofa from the living room because the delivery of a new one should take place in the coming days. So now I will be sitting on the floor in the living room for months. Many thanks to DFS Grantham !!!
I wrote a similar e-mail to the DFS client department. I asked Sir / Madam the same question I asked the store manager in Grantham. And what now? What solution do you propose? Because the responsibility for such an uncomfortable situation for me is undoubtedly due to ignorance and carelessness on the part of your staff.
Let's see what will be the answer of the senior management ???
To be continued ...
Arek”
“We have had problem after problem,sofas stitching coming undone,leather coming off,this has been going on for nearly 5 years,they kept saying let us have another chance,and it kept costing me more money.well not this time,I’ve asked for my money back and typically they are dragging there feet!keep away poor quality poor after service too”
“If I could put no stars I would,We purchased 2 electric sofas from DFS Basildon, Biggest mistake we ever made. Sofas delivered with 2 faults USB ports not working and making noise when reclining up and down,reported faults same day, 6 weeks later still not fixed Customer service no help at all 30 minutes to an hour to get through, No call back from DFS store manager whe promised just 1 lie after another. If you are thinking of buying from DFS try ring Customer services first to see for yourself,now sofa base as all gone soft service manager came to look and said would not recommend DFS to anyone he said just how they are and did nothing, still got all the faults. Totally disgusted”
“Order No: 26ZGE0494
Terrible after sales customer service - Ordered my sofa on 3rd January with a lead time of 7 weeks (which I thought was very reasonable). Paid in full at the time of order. No contact at all from DFS after the initial confirmation email. The original estimated delivery date of 21st February came and went. I've made several phone calls to the customer service department for an update, sometimes I'd get a call back, but nobody seemed to be able to give a straight answer. Eventually received a phone call on 3rd March, 2 days after having to attend the store to chase up my order, in which I was told there had been a delay (but no reason why) and it would now be due mid March with delivery end of March!
Yesterday I received the first update email I've ever received from DFS now saying the estimated delivery date will be 10th April!
My old sofa is being collected by it's new owners on 14th March (which was giving me plenty of leeway for a delay on the first delivery date), so now I'm going to be without a sofa for nearly a month. And now after reading other reviews I've lost all faith that I'll even get my new sofa around 10th April! This is completely unacceptable and so disappointing given that DFS have had my money for 10 weeks!”
“I bought sofa set and foot stool in August 2021. Footstool's frame broke inside like a cheap cupboard. I first contacted to DFS October 2021 and they have send someone to have a look. The lady said they will try to replace the base of the footstool or change the whole thing if they can't find the part. It was going all ok. Than I receive some text messages couple of time saying that they are waiting for the parts. And than it all stopped. I have maybe called them 4 times to get an update and each time I have been told them someone is going to call me in 72 hours. And the last 2 calls I wanted to speak with the manager and manager supposed to call me back in 72 hours. I never received any phone call and I am fed up keep calling them. I bought also extra cover worth more than £250 and to be honest I think that's a waste of money as they have proved that they don't care at all after the sale is done. I cant explaine how disappointed and unhappy I am. I'll never ever shop from DFS and tell all my friends and family to stay away!”
“Avoid avoid avoid!
Sofa quality is terrible. All 3 back cushions on our sofa have issues after only 10 days! DFS won’t help us with this at all. They ignore emails, fob you in the store and if you ever get through on phone they say they will get someone to call you! That’s not true! If I had noticed all the bad reviews on here and on social media I never would have come here. Bad quality and terrible customer service literally as soon as you have paid out right for the sofa!!!! I’m so disappointed and upset”
“Awfull quality dispite what was promised , the seats have sagged after 10 months and as a result my posture has been put out and am under the doctor for pain relief for back muscles .disgraceful.”
“Avoid like the plague!!! Waited 12 weeks for my sofa, to be told the company they get them from are no longer do them. I got told my refund would be with me in no longer than 10 working days. Just spoken to them after the 10 working days and have been told I could have to wait another 10 working days because it could be my banks fault! I don't think so! I'm fuming they have had nearly £1000 of my money which I paid straight away for 14 weeks and still don't admit it's their fault!
Also told they don't have a complaints number and an email is better! I wonder why!”
“there has got to be a way to give them - stars absolute utter clowns, paid 1600 waiting 4 months for a sofa to turn up that creaks everytime you move and you can feel wood digging in through the base to that im being told comfort is subjective and that can be normal one of the worst companies I've ever dealt with.”
“If I could give this company a 0, I would in a heartbeat.
My partner and I were moving into our first home together in September 2021. His parents bought us a corner sofa and a coffee table on August 7th 2021. We were told there would be a 10-week wait on receiving the items and we understood completely. We finally move into the house and are told our coffee table was ready to be delivered on the 28th September 2021 so we booked a delivery day and were excited. The day before the delivery was due I receive an email stating that the coffee table wasn't even in the distribution centre, so they were unable to deliver the coffee table. As the deadline for the estimated amount of time it would take to receive the sofa and the coffee table had been and gone I called up and was told that the items were in quarantine for 48-hours and they would call me back to arrange delivery. I received no call. So, I called them a few days later and after a few attempts of calling them whilst being told that my order was not ready to be delivered, we FINALLY arranged delivery for both items. I asked the employee on the phone and they assured me BOTH items would be delivered on the 16th November 2021.
Now we fast forward to the delivery day we thankfully receive the sofa but on the delivery sheet the coffee table was due to be delivered but was struck through with a pen and the delivery driver couldn't give me an explanation as to why it wasn't on the order. A week later hoping to receive any kinds of updates as to where our coffee table is I call DFS again and they are only able to tell me they have called the suppliers but they haven't picked up, so I am told again that someone will call me. Again, nobody calls me or even attempts to contact me.
Finally, I am able to book delivery for 7th December 2021 for the coffee table after having to call them again. The day comes and goes with no communication from DFS about where my coffee table is as it hadn't been delivered or any kind of apology as to why this has taken so long. So here is the 3rd delivery day and yet again no coffee table. I waited until after the new year to call them again and be told that it was an issue with the supplier and that my case has gone to Case Management and they would be in contact with me. AGAIN NOTHING FROM THEM.
My partner and his step-mother have tried to call them multiple times being told different excuses as to why our coffee table hasn't arrived, yet nothing is being done and all phone calls end with us being told somebody would call my number to sort this out in the next 48-hours. To which, nobody did and nothing happened until we called them. Fast forward to the 1st February 2022 to me calling DFS requesting to put in a formal complaint as this had gone on for months with no explanation or even apology as to why DFS were running us around in circles, only for the caller to hang up on me as I start to explain what has gone on. To then receive a text stating "they have tried" to contact me when no phone call ever came through and my phone history shows they hadn't called me. My partner calls them back as I was furious and we finally arrange delivery and have since received our coffee table.
I am beyond stunned by the complete disregard for customer service and lack of care around orders that have taken unnecessary amounts of time. My family and I will NEVER be going back to DFS after this poor service and maltreatment by the staff. If you want decent quality customer service then you're better off going ANYWHERE else.”
“Can anyone who has put a review on about DFS advise me if they have had problems with their San Antonio fixed headrest sofas.
Sofas got delivered and they scratched all my new wooden flooring, after few days noticed sofas starting to make a clunking noise, went to shop in Aberdeen and they said we will send out upholsterer, he then proceeded to tell us the noise was due to our wooden floor and advised us to put on furniture castors, he never bothered to check and see if the sofas had been correctly assembled, armrests of sofa appear to be very loose and I’m not happy at all with the quality, paying £3200 for sofas you would expect them to be better quality. Very poor customer service”
“PLEASE AVOID! We ordered our sofa's in November 2021 with a delivery date of 2 March 2022. We got a call on 4 February from DFS to say our sofa was no longer in production and were offered a measly 10% discount. Wouldn't order from them again. Absolute time wasters. Was told this never happens... However if this was their top seller I'm sure we're not the only ones who have been let down.”
“Only giving 1 star as I cannot leave any lower.
Please be aware that all the 5-star reviews below have not had to endure the excruciating customer services with DFS.
My experience starts in 2018 when DFS destroyed my hardwood floor in 3 rooms whilst delivering items to my home. This pantomime continued until 2019 with numerous correspondence with Harry Yunis- Head of Customer Services where the true extent of their negligence was never taken seriously.
I had to organise 2x quotes for the floor to be repaired and Harry begrudgingly accepted the quote and covered the cost for the repairs. However, this did not cover the cost of sourcing the quotes, organising the repair, or the stress endured- cheers Harry.
Now in 2022 whilst ordering replacement seat pads for the sofa delivered in 2018 I have waited 8 months for the replacement pads. I have emailed Harry numerous times to no avail. A true example of why you shouldn't buy from DFS is the person leading by example as Head of Customer Services.
I had a failed attempt of delivering my replacement pads yesterday, however, I refused delivery of 4 replacement seat pads for a corner sofa for an address 20 miles away from myself on the grounds that this was not my order. Imagine if I had taken that delivery then there would be another person to add to the DFS list of unfortunate events.
I have emailed Harry since the failed delivery. the emails have gone ignored and Harry has no interest in dealing with yet another failing from DFS.
Trust me, do not believe the 5-star reviews. Please read the negative reviews as these reviews depict a true reflection of DFS as a company. Honestly, someone could write a comedy based around the service received from DFS.”
“All I can say is don’t bother the company does not comply with the consumer rights act 2015 just offer repair after repair to same fault when really they should offer a replacement after first failed repair. Don’t care how the customer is inconvenience spending hours on the phone time in waiting for engineer then don’t even bother going in store to complain because we couldn’t believe what we where told by the manger that all stitching comes apart after two years and we should keep siting in different seats but he will do us a big fat favour and replace the fabric on one side but if it doesn’t match the other side off the sofa we will have to pay for that side to be replaced unbelievable”
“We bought Freya Sofa and in longer than 8 months it is disappointing to see that it’s completely faded(pictures attached). We contacted the customer care and even pursued the Head Quarter UK office for 2 months asking for a reasonable answer for this to happen and all they came up with - “It happened because we kept the Sofa in the living room and it received lot of sunlight through the French window.” It is very appalling to see the reasoning they provided as:
1. Netherlands receive hardly 140 days of sunlight and it was even less in 2021 which their sofa couldn’t withstand.
2. The 100% polyester material should not get discoloured at this rate. This was even pointed out to us by the third party inspection guy who came to check the sofa.
3. My bed is entirely made of Polyester and receives the same amount of sunlight but it is still completely intact.
4. Blue colour is the last material to get discoloured always.
5. My Carpet, Drapes, Blinds and my Plaids are all still completely intact. Not sure what quality they claim and what they sell.
Really dismayed to see their reasoning as such big company never mentioned in their terms and conditions that we are not supposed to keep the sofa in the living room after buying this expensive Sofa.
So please watch out before you buy from them or don’t keep in the living room😊😊 Currently, the Sofa is even worse than the pictures even though it’s Winters😊😊. Make your money worth atleast.”
“Not very often am i one to complain about a service but dfs is definitely one that has lost it's company value.
We ordered our dining table and chairs in July 2021, September 2021 i was notified that my items were in the delivery stages October 2021, November 2021, December 2021 still no sign of our items arriving. I spent endless times writing emails, calling customer services and was informed they would deal with my complaint seriously. January 2022 i received a phone call and organised my delivery and i was so grateful that i would finally see my items that was previously purchased in July 2021, so at this stage we Sold our table and chairs excitedly awaiting delivery, there is absolute no credit to be given here because they didn't even show on monday 24th January 2022 and to my horror another phone call to customer service to be informed it was booked in their end but not with the delivery centre was reassured my item has been organised for another delivery for Friday 28th January 2022 and have sent four requests for the call back service however i feel they are waiting for me to take a happy pill at this stage because again i was let down on delivery and so angry with how muggy DFS have been throughout my whole purchase.
For anyone who is even thinking about buying anything just save yourself the heartache AVOID and go elsewhere.
This company DFS is literally all fur coat and no knickers.”
“Awful awful company to deal with once they have your money. The constant lies from all DFS employees is atrocious. Have been without a sofa for over 2 months now. This is due to a faulty frame that has broken. It is unusable. Have had 2 service engineers out and blantently lied to my face saying they were only there for 20mins and couldn’t fix it. The 2nd one even promised me a loan sofa. Three weeks later I’ve been into the Glasgow store multiple times and been lied to each time. Have emailed the store as well as the CEO and the CEOs personal assistant. All forms of communication has been ignored.
They are seasoned professional liars and promise you call backs the next day- I’m still waiting to hear back from them.
I’ve never come across such a bad company for customer service”
“We are completely disappointed of the outcome of our sofa simply because the salesman could not keep a promise! We went to DFS in Southampton and found a sofa we fell in love with. We made an agreement that one of the optional extras would not be payed for and would be cleared off the account before Christmas along with a phone call confirming it has been cleared, we made sure this was all in writing along with being on there system so we did not fall into any trap. Anyway after Christmas still no phone call and still saying we owe outstanding balance. After phone multiple phone calls with customer service trying to get the agreement sorted plus even on there system it says we are not to pay outstanding balance. We then had an email from the salesman explaining that he can’t make the agreement happen due to change of system which I found unacceptable. We then went back to customer service and they reassured us that we are not to pay outstanding balance and we could book our delivery date without getting penalised. Come delivery day and we get a phone call from the driver saying he on route but cannot go any further until the outstanding balance is cleared!! We explained our situation to the driver but he told us we have to go to customer service to rectify the issue, customer service put us through to the store where the salesman was not in so we ask the manager if he could override the situation in which he responded with cannot help as the salesman your dealing with is not in. SO we was left with an horrible ultimatum pay the outstanding balance or have no sofa. As we have no sofa we was force into a corner where we payed the outstanding balance just so we could our sofa. The stress and tears this has caused us simply because the salesman cannot keep a promise neither could the Southampton store. We thank you customer service and delivery drivers for being so helpful but this have left a very nasty scar and Experience and would never recommend Southampton DFS to anyone. We have been assured that we have a reimbursement for the outstanding balance but still had no contact from the store or customer service.”
“I ordered a dining table and 6 chairs. Wrong colour chairs. Missing top of the table. Received the chair that two did not match.
Would highly recommend not to purchase anything from DFS. Customer service is non existent.”
“Ordered sofa on 3 Jan. Was going to pay cash but was talked into their 0% finance having been assured 5 times that it was only a ‘SOFT’ search and everyone was accepted. However 3 days later I received an email saying my finance had been declined. The finance company made 3 further ‘HARD’ searches and sent more emails advising that my finance had been declined. All these searches showed on my credit rating and as such reduced my rating substantially. It is illegal to carry out a hard search on a persons credit rating without permission and I shall be submitting a complaint to the CFPB about this. At no point did DFS contact me. I made 3 calls to them to find out what the situation was regarding my order but no-one could help. Finally I was advised that my order had been cancelled but I have yet to receive written confirmation that this is the case. I have telephoned several times and emailed twice for someone to call me but had no response. I am appalled by the lack of contact and updates from DFS. Dreadful customer service. They may be busy but so am I and I have wasted hours trying to contact them”
