DFS

Exellent service from order to delivery
The two persons Craig and Craig on van 16 did a fantastic job of delivering the sofas

Ridiculous service from Slough branch and keep getting threatening messages including a phone call regarding pay the outstanding balance while I paid already but manager of the store didn't bothered to update the database, I went to remind them 4 time and 5th time assistant manager asked me to pay the balance and whatever amount we need to settle we can refund you which was ridiculous. It took 6 week for them to refund or settle the amount but they wanted me to pay again. Will never go to this branch. Avoid please

I purchased a sofa 2 years ago. I reached over mine and rested my hand on the arm. Snap- the arm went in. Made a claim with the accidental damage insurance. Told me I was not covered! I would advise anyone not to take it out, it's a con!

Dreadful customer service. Been complaining since July 2023 but no one is listening.

Been a customer since 1988 but struggling to get anyone to listen to me.

Feeling very neglected and £1,000s out of pocket

Bought 2 sofas at a cost of £2500 within less than 3 months both began to sag,became uncomfortable recliners didnt work,padding was missing both sofas looked years old called out dfs to fix on three times they made a repair to 1 sofa which sagged again with in a month the last time dfs came out they would not repair as its not a makers falut,ever wonder why it takes 8/10 weeks to get your order? Because thats how long it takes to ship this sh*t from china once they have your money they dont a to*s

After long long searching, we have found corner sofa we would enjoy, but after 12 weeks of waiting DFS have failed to deliver it. Today is 17th November, and estimated delivery date is 18th. No one contacted me in regards of delivery. Delivery date have been changed twice so far.
Dfs didn't even explained trouble's they encounter. No information about real delivery date.
Just horrible experience and wasted lots of time.
Have chased for some other experience on facebook, so I'm not an exemption, there are a lot of people, who had same experience and had to cancel their orders.
Your right to choose, but, maybe, my post will help you to decide, what furniture supplier to choose.

AVOID AVOID AVOID! YOU HAVE BEEN WARNED!
Absolutely awful! Ordered 2 sofas online cost over £4700. Within 4 months the recliner failed, told it was a motor. Had to wait over 10 weeks for the part and have it replaced.
At the time told DFS advisor not happy with the sofas, she first of all had the audacity to try give me the third degree about the sofas and then said a store manager will call within 72 hours! 72 days later, STILL NO CALL!
Less than 2 months later, the same recliner making a noise and dipped.
RAISED a section 75 and low and behold they've called me! Only to say they gonna do sweet FA, but we'll send a service manager out!
Like leaches when you go instore, but they don't want to know when things go wrong!
Paying for a BESPOKE sofa that has failed within 4 months and uncomfy like hell! All they do is shove the 2 yr manufacturing warranty down your throat!
AVOID AT ALL COSTS!
IF YOU CONSIDER BUYING FROM DFS, YOU MIGHT AS WELL THROW YOUR MONEY DOWN A DRAIN!

I BOUGHT A SOFA WORTH 7130 EURO FROM DFS LIMERICK IN AUGUST 2023. WITHING 3 WEEKS THE FABRIC HAD WORN OUT. I COULD JOT BELIEVE WHAT HAS HAPPENED. IT IS MARCH 2024 AND IT HAS NOT BEEN FIXED YET.

1.IN THIS EMERGING AND READILY EVOLVING MARKET SPACE WHY ON EARTH DOES ANYONE HAVE TO RING THE UK TO GET A MESSAGE ACCROSS TO DFS IN LIMERICK OR GALWAY OR CORK? I FIND THIS HIGHLY DRACONIAN IN NATURE AND NO ELEMENT OF REASONING IN IT.

2. I FIND DFS POLICIES STIFF AND LACKING IN FLEXIBILITY THAT ATTRACTS AND APPEASE CUSTOMERS. NO ROOM FOR SIMPLE AND LITTLE PERKS THAT GIVES AND GRANT CUSTOMERS GOOD PURCHASING EXPERIENCE.

3. YOU MODUS OPERANDI ARE NOT EXAINED TO CUSTOMERS. I WALK INTO A DFS STORE IN LIMERICK BUY A PRODUCT AND AN ISSUE ENSUES AND A I FIND MYSELF DEALING WITH A MANAGER IN GALWAY. THIS INFORMATION SHOULD HAVE BEEN AT MY FOREKNOWLEDGE BEFORE MAKING THE PURCHASE.

4. WITH HOW STIFF AND RIGID YOUR POLICIES ARE AROUND YOUR PRODUCTS ONE WOULD EXPECT NOTHING LESS BUT PERFECTION. BUT THAT EXPECTATION WAS DASHED AS PROVEN BY THE NO FIT FOR PURPOSE LORENZO SOFA I EXPENSIVELY BOUGHT FROM DFS LIMERICK AND IT IS A SHAME. I EXPECTED MORE GIVEN THE DEGREE OF RIGIDITY I ENCOUNTERED OR WITNESSED WITH YOUR SERVICE.

5. IT TOOK ABOUT 8 OR 9 WEEKS TO GET AN UPHOLSTERY CHAP OVER TO ASSESS A SET OF SOFA I BOUGHT. THAT ITSELF IS NOT ACCEPTABLE. IT MEANS AS A CUSTOMER I AM NOT IMPORTANT OR VALUED OR YOU DO NOT APPRECIATE ME AS CUTOMER.

THESE ARE YARD STICKS THAT HAS MADE ME LOST FATE IN DFS AND AND INABILITY TO RESOLVE AN ISSUE IN A WELL AND TIMELY FASHION BY THE MANGER I GALWAY. HE MESSAGED ME SAYING A TECHNICIAN WILL CALL OUT TO MY HOUSE ON ARIL 8. DFS IRELAND IS JOKE.

6. THE MANAGER IN GALWAY DECIDED TO PROCEED TO ORDER A REPLACEMENT COVER FOR THE WORN OUT SOFA SET I BOUGHT LESS THAN 6 MONTHS OF PURCHASE WHEN I CLEARLY TOLD HIM WHAT I WANTED. MY OPINION ON THIS SOFA DID NOT MATTER TO HIM

7 WHEN I TOLD HIM WHAT HAPPENED TO THE 4 SEATER SOFA WILL HAPPEN TO THE OTHER SOFAS HIS RESPONSE WAS THAT WE DONT KNOW THAT YET. I WAS BAFFLED BY THIS. IT TELLS ME HE DOES NOT KNOW HIS PRODUCTS OR HAVE CONFIDENCE IN DFS PRODUCTS. I KNEW THIS PRODUCT BETTER THAN HIM

8 I DEALT WITH A STAFF IN LIMERICK WHO WAS SO UNEMPATHIC TO A DIFFICULT SITUATION DFS HAS PUT ME IN AND HE LACKED CUSTOMER FOCUS CENTERED APPROACH.

THESE ARE MY THOUGHTS SO FAR ON DFS

VERY DISSAPOINTED WITH DFS

I bought the Kent sofa. There's been a revolting smell since it arrived 6 months ago. Iv complained and they are replacing it and the service was excellent in the Gateshead store at the metro centre. They did not agree with me about the smell but nevertheless agreed so change it and were very professional so I'm happy with that. You can't keep the windows and doors open all day.

Bought sofa in May 2022 late delivery didn't get it until Nov 2022.
Faulty fabric and stitching, waited weeks for a store technician which we have had no satisfaction from.
Store manager has said put a false claim in with your extended warranty to get the sofa fixed and this is still understand the 2 year warranty through the manufacture. Gateshead store metro retail park, worst company ever dealt with. Don't want to help at all, all they want is your money.
Do not purchase anything from them really bad customer service and care.

! DO NOT USE DFS!

Apparently the couch we got with 2 defects is acceptable to DFS. The seem to think they don't need to repair it. Even after only owning the product 1 day they think we have no right of return! DO NOT USE DFS!

Two blokes couldn't lift my sofa in my door, because they had to lift it up over the counters. So my 7 stone daughter and I had to do it. I'm a 63 year old granny. Now it's sitting in my sitting room with no legs, because they got in their little trucky and left without drilling the holes. Not impressed. Of course I can't get anyone on the phone either. First and last time I get anything from these jokers.

Mattress is called Boxit Memory 3000 so I ask the salesman if it contained memory foam as I don't want
Memory foam and he assures me that it doesn't.
But when I unbox it at home the label on the mattress(which wasn't i visible in store)
Clearly days memory foam.i immediately ring customer services and email but they have just
Consistently denied being at fault and won't take the mattress back and refund me.
They've even written down a phone call they made to me which is a conversation I have never had with any one

Their sofas are great but won't arrive when they say it will. To find out a status of where your order is will require a 45 minute wait on 'hold' to then be told some lies that they will call you back… they don't!

I have called them atleast 8 times and still waiting for my sofa 2 months after the promised delivery date with no other communication from DFS. Steer clear of you don't like stress… or sitting down.

ABSOLUTE DISGRACE OF A COMPANY!
I purchased a new couch and swivel chair from your Stirling branch, which went as should! Then the real customer service started!
1. failed delivery with no communication, so left with nowhere to sit for the weekend and told numerous different stories as to why the delivery never happened

2. 2nd delivery, guys horrendous, damaged property and then decided to not even try and get it in the house. So another day with no furniture

3. Day of delivery, guys brilliant and managed to get furniture in the living room with no further delivery, great, however the feet were missing from one of the chairs!

4. fast forward to the 10th feb, 2 service visits for faults with the sofa, supposed workman to repair all damages, and repaint (laughable) if could attach pictures I would

5. Nobody answering emails or even acknowledging that they have received

Hands down the worst company I have ever dealt with. All they have done is lie and fob me off, I have never known such bad customer service.
I ordered a 3 seater and 2 seater couch at the beginning of September 2023 for delivery in December. The beginning of December comes and surprisingly we get a delivery date of the 4th and even a 3 hour time slot in which it would be delivered. I got rid of our old couch on the 3rd and arranged to finish work early to make sure I was in when it arrives. On the 4th the time slot they gave me comes and goes with no couch being delivered. I obviously rang Dfs only to be told that they had made a mistake and the couch wasn't going to be delivered until the end of December/beginning of January! Apparently someone had tried to ring me the day before to let us know but didn't think to leave a message or ring back when they couldn't get through?!
All over Christmas we were left without a couch which as a family of 5 was an absolute pain.
THEN (yes it gets worse) on 26th December they messaged and told me our couch was being delivered on the 29th. Sure enough the delivery truck pulls up in the morning and unloads what looked like a 10 year old couch, that had rips along the bottom, cat scratches up the sides and what looked like mould along the back! They had (nearly 4 weeks later!) decided to send a temporary couch and even the delivery driver said he questioned it when he saw it on the truck as it was so dirty and battered and he admitted he wouldn't accept it if it were him! I obviously refused to accept the couch (which any sane person would, it was that bad) and phoned Dfs straight away. The man I got through to (Dylan) was full of apologies and promised I would get a phone call back the same day and a delivery of our actual couch. He said he couldn't understand why we got sent the temporary couch as apparently our new one is ready to be delivered?! Wasn't holding my breath anyway but 3 hours later, surprise surprise no phone call, I rang back and got a lady this time saying that it can take up to 72 hours for a phone call back and that Dylan shouldn't have told us we would definitely get a call back the same day, not to mention the couch being delivered!
It is now the 5th Jan and we still have no couch and apparently no one at Dfs can tell us when ours will be delivered! Honestly angry doesn't cover it. All this company does is lie to you, it's absolutely disgusting, especially for the price you are paying for the couches in the first place! So over a month with no couch and who knows when we are actually getting it!

I purchased a sofa from the Maidstone store on the 28th September which was a display model because as they said would be a quick delivery. Wow. Never have I experienced such ineptitude across the whole company. Absolutely useless and lies upon lies. You ring the customer services and they are all so sorry for you and will get someone to ring you back …no they just want you off the line and no one will ring you back. I had to go to the Maidstone store today (4th November) to try and sort out where my sofa was and they still couldn't confirm a delivery date. Honestly how they could lose a sofa within their network is a joke as are all their staff and no one can commit to a delivery date …remember this is a sofa from their store so who knows what they are like when you are waiting for one to be made.
"It's out of my control" was the answer I received ….well get someone in control as honestly you lot are a disgrace and I'd be embarrassed to have anyone I dealt with as one of my employees. Poor. Poor. Poor.

After a very short period of time, the material on the sofa began to stretch unnaturally in the place where you sit and the headrest and armrest. Apart from the fact that it stretched, it also became thinner and lost its elasticity. Additionally, the sponge began to collapse. I reported the defect to DFS, the engineer came and said that nothing could be done because the changes were just too small, but that we should observe what was happening and report it. That's what I did. After a few more months, the material wore through and holes appeared, which quickly began to get bigger and bigger. After just over a year, the sofa looks worse than a 10-year-old piece of furniture, as can be seen in the photos. As suggested by the first engineer, I reported the matter to dfs again. This time they sent a different engineer whose visit to me lasted less than 2 minutes. Despite saying that he was not the one making the decisions, after less than an hour he called me and said that I had done the damage myself and he knew nothing about the previous defect report and the only solution was to report it to the insurer. How stupid! Why would I damage my expensive sofa? Additionally, this engineer encouraged me to lie so that only the insurer would take care of it, and not DFS. I reported it to dfs and people from the headquarters talked to me differently than from Manchester. People from the headquarters only informed about the next steps in a nice way, and people from Manchester... there are no words for their rudeness. I was called by Fabio, who didn't even dare to give his full name, but his title was branch manager. He started by saying that the 2-year deadline had already passed and that nothing could be done. But the problem was reported before 2 years anyway. When I asked him if he had seen the photos, it looked like he had just opened them and after a few seconds he had a ready answer that he couldn't do anything about it because it was my fault that the material had stretched so much that holes had formed and the seams had come loose. His answers were aimed at not taking responsibility for the poor quality of the sofa. During the conversation, he treated me with disrespect and snub, and I could hear irony and lack of interest in what I was saying in his voice. In addition, he said that what I reported the first time was something different and had no connection with the current problem. This is a lie because I reported exactly the same thing, except that there were no holes before. Now Fabio is trying to catch my words, taking advantage of the fact that English is not my first language and I may have problems with clearly articulating sentences. This is DISCRIMINATORY! And what's funniest in the conversation, he confirmed that he has many sofas with problems in front of him. So something is going on and I'm glad that I'm not the only one reporting factory defects in furniture. If I knew that my old 10-year-old sofa would look better than a new sofa from DFS after less than two years, I would not have gone shopping there.

The company charged us £4,000 over 14 weeks ago and have failed to deliver the sofa they promised. Their staff and managers lie constantly. Do mot trust this company. We have still not received a refund.

This is one of the worst companies I have dealt with. I had problems with delivery, problems assembling my bed frame, problems with my mattress. They do not care, their customer service is horrible and they will always get back to you saying: there is nothing we can do to help.

If you want a great delivery service, costumer service, great furniture. Then DO NOT buy from them.

Absolutely terrible service. An hour to get through to their customer service only to be told I would get a call back each time. 3rd time was on hold for 40 minutes and the guy hung up on me. Bought a sofa on the basis it germts delivered for Christmas. I've had no update and can't speak to them. Their service is terrible and now on a mission to cancel my sofa all together.

Buying experience was ok but sales guy was smarmy, trying to pressure sell insurance, eventually told him he was losing the sale so he back off. Was promised delivery in April and would be notified a few weeks beforehand. Received a text early March to confirm solfas were being delivered in about a week (we were out of the country), could not get a hold of anyone. Had to get rid of current sofas after confirming date again. Received a couple of text updates confirming including they would call an hour before. App showed delivery was still on track, the time came and went, called call centre, guy spoke with warehouse and advised he was told if it was on vehicle it would be delivered. It wasn't, received a call to say they had run out of time and I would hear in a few days! Luckily the store is not too far, drove done and spoke to manager, he was apologetic and said they have "horrendous issues" with sub contracted drivers, assured me I would get a call the next day and hopefully delivery that day, agreed to refund the £100 delivery fee. Sure enough at 6.55m I had a missed call, rang back but it goes through call centre and this was closed! Eventually got someone after 8, delivery confirmed and I was again told they would call 1 hr before turning up, just after 9 they arrived (no phone call), again a sub contract team but this guy knew his stuff, advised he was not asked to call me prior to delivery, they are given 20 mins per delivery but he was in the house about 50 minutes putting everything together, hence what they constantly run out of time. Still awaiting refund on delivery fee, ran CC and advised it can take up to 21 days! The sofas are decent bit the whole process is a mess, app does not work, chat facility on web site is an embarrassment and getting through to anyone requires patience. Typical of how companies work nowadays, easy to take your cash, hard to get a hold of to resolve issues with store staff claiming they cannot help and to ring call centre. Email to CEO went unanswered.

DFS did not deliver on time, 18 months later still no easi glides or leather kits that I paid for. They accept no responsibility and do not tell the truth.
Took out finance thru novuna personal finance via DFS they would not help and took DFS side although I paid £3000 for sofa and the other items. Crooks and liars