“Supposed to deliver sofa this saturday 11th December - been on order for 3 months, had a message left 10th December stating sofa not even in depot and they would call again when it arrives. Happy to take full payment when requested, also happy to mess people around. Only answer you get from call centre when asked why tell us lies is an i really don't care less 'I'm sorry about that' - well I'm sorry that we dealt with you - think twice on any future purchases!!”
“Very disappointed with dfs as my recliners was booked for service engineer and to date still haven’t turned up.
I have got my op on Wednesday and dfs have not taken in consideration that o need this . I had to wait fir over a month and no one turned up or email . Even after confirming appointment on 3rd December and engineer should have come on 4th.”
“I ordered my sofa in Aug 2021, it is now December 2021 and I'm still sat on the floor without a sofa. Delivery came last Friday, but it wouldn't fit through the door, despite the website saying parts will be removed and rebuilt inside. That's why I ordered with them. The website now states that delivery was successful even though the sofa went back to the warehouse. Shocking customer service, no one can advise next steps, they're rude and practically horizontal in their "don't gave a damn" approach and interrupted me on several occasions. I've paid a grand for a sofa which I never received and they don't want to issue me with a refund as "it's not part of the process" yet can't advise what the process is either as they don't know and their bosses "aren't picking up the phone". Trading standards here I come! One star is too many, would put less if I could! I wish I read the reviews on here before I ordered with DFS. Never again!”
“Yet again today another call from DFS informing me that my delivery in two days won't be happening, this will be the second time.
The amount of lies told at the time of selling you a new Sofa would give Boris a run for his money,
DFS are not in possession of a large chunk of my money that I want back, but don't expect customer service just to be able yo cancel and refund...an email has to be sent to another dept for them to phone me, I won't hold my breath I will probably die waiting.
Avoid DFS at all costs I wish I had gone with my gut instinct 3 months ago so I only have myself to blame for this.”
“I have bought sofas last 2 years ago and I had nothing but trouble the leather is peeling off.. I have been try to get them replaced ever since because I wasn't happy with my sofas every time I call them out they just sand them down.. and only for Dfs to tell me I have to pay to get the seats replaced. And am still paying for them not happy at all”
“Your Company is not fit for purpose.
My sofa scheduled for delivery today Monday 6th Dec ( 3 weeks overdue ) has beeìn rescheduled, due to being sent to the wrong distribution centre. We were informed this morning, having removed our old sofa last night, we are now sitting on a wooden floor. Further to numerous phone calls to your useless call centre Ascencos ( a total of 3 hours waiting time) who promised resolution Re a loan sofa, reimbursement of delivery charges and a call back from a manager that was never forthcoming, i am now seeking legal advice from my solicitor, due to DFS breach of contract, for compensation. I will also highlight these failing on all social media platforms available to me, highlighting the failure, non communications and basic incopancies of your company. It is a disgrace and as to how you have remained in business for 5 decades. is a mystery”
“AVOID! awful customer service, ordered my sofa in august and didn't get it until December. kept ringing customer service and all they said was that they'd write an email to the CDC as the lost my sofa! kept saying they'd call me back but didn't hear from them again. had to go to the CDC myself to find the sofa otherwise i'd still be waiting for it now! please avoid them!”
“My ordeal started on 18/04/21 when I purchased 2 sofas from the store. As promised they arrived 1/05/21(within your 7 week approx delivery time). Unfortunately as you can see by attached they were damaged, with drag holes and Velcro missing. Driver took photo’s and sent complaint that day(Also informed us we were the only customer that morning to receive damaged goods). Did not receive call from Swansea as promised, so I rang customer services and emailed Alex. Eventually had call back and was promised replacement sofa’s in 7 weeks!!! .After 7 weeks no sign of the sofas and no updates on deliveries. I made numerous phone call’s to customer services again!!! I spoke to store manager Shane who stated it was down to COVID that I hadn’t had the sofas (why is this delay not mention at point of sale). Shane always promises to call you with updates but doesn’t always follow through. I Had phone call from a woman from DFS stating my sofas were then due on 23 July 2021, my husband took time off work but nothing arrived. I Phoned DFS again, Shane promised compensation if I still went ahead with order. I Again promised to call on Wednesday 25th 2021 -needless to say he didn’t call back!!! . I Phoned customer services and spoke to Ryan on 27/08/21(who is excellent and very supportive). He told me my sofas were due today (yet we have had no call to confirm this- now 18 weeks later?????). As I have been through enough stress, I told Ryan I had no trust or faith in the store to deliver. I certainly would not want to go through this process again!!!! Ryan has put on record that I would like a refund/compensation and call back today to confirm this is going ahead. Could you explain why we have to wait 21 days for a refund, when we have paid in full and you have had a money since 18/04/21. Especially when we are in receipt of damaged goods.
it is now December 3rd 2021 the furniture was collected on November 13th ...still no refund”
“Where do I start?? Useless aftercare, ignorant serviceman who came to check out the issue of the sofa (was abrupt and snotty with our questions which he didnt answer) contacted them on the 15th July about leather discolouration and heard nothing then kept contacting DFS on the following dates - 9 August, 31 August, 13 October, 18 October, 19 October, 28 October, 2 November, 10 November, 12 November, 29 November!!! Guess what - still no resolution even though the Manager from the Oldham branch came to our home to view the leather lounge suite discolouration only to say both he and the manufacturers thinks the dogs coats oils is taking the colour off the leather????
What the actual f**k! Funny how its only certain panels that is losing its colour.
Time to take them to small claims”
“I actually wish there was a minus score as they don’t even deserve the 1 you have to give!! 2 days waiting in for a sofa to be delivered that never arrived. Hours and I mean hours on hold on the phone trying to speak to someone and still get nowhere! Chose to buy from DFS as never had a problem with them before but never again now. Glad I didn’t receive the Vinson sofa after reading all these reviews order is now cancelled. For your own sanity steer clear!!!”
“Absolutely terrible service, wrong sofas delivered and then have to wait 24 hours for a call back, have already got rid of my old sofa, so nothing to sit on 🤬”
“Furniture delivered in July, immediately saw couch was sagging. Complained. Two appointments cancelled by DFS to see item. Finally on 4th October person visited and agreed foam has collapsed. Order replacement foam. Following day noticed couch uneven. Two visits to store ( as DFS do not answer the phone or emails) Finally a visit today and person took couch apart and put back together. When I asked about foam was told 14 to 22 days but was unable to advise if from date of order or when? I stated that as this piece of furniture is defective and they were advised the day after delivery I am entitled to replacement or refund. I was told no, so I will let the ombudsman decide on that. Customers are treated like an inconvenience and constantly given contradictory information by DFS staff. I am now left with no alternative but to take this matter further.”
“I received my suite in March had to phone in May because all the was not fitted proper and now I have found e holes underneath the settee could I have a discount”
“Amateur service from DFS. Originally, the person taking my order on the phone ensured me that the sofa bed we were ordering would reach my living room through my slightly-narrower-than-usual corridor and living room door. After many weeks' wait, guess what? It didn't go through, leaving us in the awful position to find an alternative with little time available.
Next, DFS insisted on organising a second attempt at delivery, despite my protestations that it would not work. Obviously, the second attempt turned out to be a failure, leaving us with some more scratches on the walls.
I then called them to ask for a refund for the sofa and was told that the dedicated office would surely call me to do the refund within 24 to 48 hours. I had this conversation last Saturday morning, it is now the Saturday night of the following week and we are still waiting for the call.
In a couple of words: Avoid them.”
“Worse company to buy furniture from.
there are all polite in the shop taking your money, brilluant customer service there and than blam you don't get your goods when on the month when the furniture should arrive and then they don't want to know, when you phone up customer services just that it will be late and keep me updated which they don't, I have had to do all the phoning to them. I would of put no stars but unfortunately I couldn't
please do not use DFS you will not get your furniture when you when would like it, all you will get is stress
It has been the most stressful time ever and it's still going on”
“I ordered a sofa from DFS in August and was told an estimated delivery of 29 November and definitely before Xmas , I have since received an email stating it will now be 3 February next year. It’s absolutely unacceptable 6 months not 13 weeks as stated on the contract. I wouldn’t shop here again and advise people to shop elsewhere. DFS stands for DREADFUL FOOKING SERVICE. Buyers beware !!!!!”
“Terrible service … I ve never brought a new sofa before so trusted Dfs to deliver the best experience . Ordered in July the sales assistant said it ll be around 3 months give or take .. which was fine . Dfs emailed beginning of October to say it will be in the warehouse 10 days later, now I was told that when you received this email the sofa will arrive around a week later . I was on holiday that week and got rid of my sofa expecting a new sofa when we retuned .. my neighbour was going to let them in ! I m still waiting for the sofa to arrive !! A million phone calls to the worst customer service I have ever received, at first they joked they didn’t know where it was then lied to when it was coming , one girl laughed at me when I said we had nothing to sit on and were living in bed … no one explained where it was , why they sent an email out saying it was or coming in . I asked 3 times to speak to a manager no one phoned back I asked twice to complain no one phoned back … when Dfs did phone to say my sofa maybe coming in at the end of the month they told me they don t offer compensation but they will take off the delivery charge … are you serious £69 !!! We ve had to sit on the floor for 2 months !!!!’and no support from customer service … Dfs you are terrible !!!!”
