“Poor Service and Poor Quality.
Later after the Story I will tell you how to deal with DFS' B.S.
DFS state they have been making Sofas for 50 years. You think they would have learnt how to make them by now.
Story
Bought sofa over the phone in January 2018. I was informed it would take 8 weeks and we should check the online tracking tool.
8 weeks gone and tracking tool states we will be receiving our Sofa.
Gone past delivery date. Phoned them to find out it will be another 4 weeks and the online tracking isn't accurate.
Sofa turned up edges squashed and marks on the armrest. Told the marks will go away in 4-8 weeks. Guess what marks still there. Manager will come out checked it and said he will come back. Another couple of weeks go past he comes out with hair dryer and iron. Couldn't get rid of the marks. States he will replace the part.
Few weeks later comes in with a second hand part which is worst then the one on the sofa. Had enough told him him to take it away and provide a refund. Rang head office and all you get is passed around to the manager in store to collection department. Manager is only available on 2 days of the week. Going back and forth and they state can reinstate a fancy word for exchange.
In addition we don't use the sofa and it is already sagging and leather looking older than my old sofa.
A full year approaching and I am now taking them to court because they are the most pathetic company I have ever dealt with.
How to deal with DFS
if you unfortunate enough to buy a sofa from them than follow these rules
1) upon deliver inspect the sofa. Any marks, scuffs sagging. Reject it immediately at the door. Do not let it in your house. Otherwise this is where the problem starts
2) Purchase using a Credit Card so if anything happens you can raise a dispute with your credit card company
3) If your sofa sags and sinks. Report it to them. Law states that products should last a reasonable amount of time.
DFS are enough to give you Mental health problems.”
“Absolute shambles. Wish I would have read the reviews beforehand but going off our first purchase a few years ago where he had no problems, we went back. After spending thousands of pounds we are left we a damaged sofa, scratched brand new flooring, broken sentimental gift smashed into pieces and a very bitter feeling. What was we not left with? Our cleaning kit we have paid for and I am now left to chase this up...avoid. Zero customer care”
“I never usually like to complain but this ended up taking 7months for something to finally get sorted and has left us so upset! We ordered our sofa from DFS back in April...When it finally got delivered, the leather had been badley scuffed and feet significantly scratched. We were so upset & took photos to email DFS and they said someone will be out to see our sofa. After numerous calls back & forth with still no one organizing to come & see our scuffed sofa, unfortunately our sofa got from bad to worse after only having the couch for less than a month. We noticed that the foam inside the couch had slouched, streatching the leather making it look like a 10year old couch as well as the stitching coming undone. I emailed again & ended up having to go into DFS and personally speak to the manager about moving forward with this & what they could do for us, as we were promised that someone was going to come out to see the sofa! Many weeks later they finally sent someone out to have a look at it & possibly look at repairing it. The DFS guy came out & he brought a part he had ordered to fix the scuff & then realized they had actually ordered the wrong part. The head manger came out & said we can repair it for you (which means that we would be paying for a seconds sofa, not a brand new one) & offered no compensation for the run around. We’re so upset & cannot believe that something we had been looking forward to & saving up for had blown up in our faces!”
“THEY ARE THE MOST DISGUSTING COMPANY EVER
There customer service is non existent they never call back when they say or within the same week.
We order a bed and two sofa sets and a corner sofa for another room so a fair bit of stuff, they gave us delivery days so we took the time off of work
They then rang us and said it couldn’t be delivered to our address as THEY had made a mistake
Three weeks later my pregnant wife is still sleeping on a floor as they told us to get rid of outlet old bed on the morning before deciding they couldn’t deliver ??
Numerous phone calls and still they are not helpful or do they want to call us back
As far as I’m concerned these people are trained to treat normal people like animals they disgust me
We want to cancel our whole order with them but they will still look to charge us for cancelling
AGAIN DISGUSTING”
“Took delivery of my 3 seater Venice sofa in December 2017, within a few weeks I found the sofa very uncomfortable to sit on, the foam cushions are of poor quality, I visited Dfs in Speke and complained, service manager visited my home, after inspecting cushions I was told there is absolutely nothing wrong with them, I told this person that even after sitting on cushions even for a short time I could feel the springs underneath, requested another visit different person came out,again in his expert opinion there is absolutely nothing wrong with the foam in cushions, what I found odd was not long after buying this sofa when I looks on the website the Venice range is mo longer there ?, I dont know if I would have a case to to try claiming from my credit card company as I think I may have left it too long, retired from work 6months ago due to ill health after 2 heart attacks and felt unable to deal with the stress of it all,, customer service is disgusting, I paid £998, for this sofa ,I actually avoid my sitting room, cant stand the thought of this piece of furniture that is so uncomfortable, .”
“Recliner sofas arrived in July and the manual handle on one of sofas broke in October. Service manager was booked to come and repair on 2/11/18 between 12pm and 4.30pm. At 4.45pm I rang as not heard from him and was told he would call me back. 2 hrs later and have heard nothing. Not at all pleased. My daughter took day off work. If this is not resolved speedily i will be getting in touch with trading standards. Please be aware”
“I did read the bad reviews before I ordered but I hoped these poor people were just unlucky. I ordered two 2 seater sofas from the Enfield store. We paid extra money per sofa for the higher quality leather which was sold to us on the basis it would be very thick and very high grade. We also obtained a colour swatch of the leather
Delivery guys arrived with our sofas. Carried the first sofa into my house and unwrapped it. I instantly noticed a large blemish mark along the lumbar part of the seat. It looked like a dye-mark. My husband then noticed multiple areas on the leather which had completely cracked all over. We showed the delivery guy who also agreed it was of an inferior quality. We told him we were not accepting the sofas and for him to return them. He signed the receipt as faulty goods and returned to the warehouse with the sofas. DFS sales team not interested - having chased further they advised that the chairs would be filled and re-painted and delivered back to us at our convenience. Needless to say this offer was declined and a full refund requested. Now have had to lodge a dispute with the credit card company with DFS as they have not been in touch to credit the refund. Absolutely shocking. Let this be a warning to anyone who shops at DFS.”
“Bought a 3 piece suite and in less than a year the material started to fray and come apart. Reported it with photos and they took photos also agreeing it was not good, but had to keep chasing them to find out what was happening every step of the way. The product they sold me was unfit for purpose and I should have had an instant refund or the choice of another sofa if I wished. Instead, nothing! God knows why they are so hesitant. The service is atrocious. They are embarrassing themselves by such appalling behavior.”
“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.”
