DFS

I purchased a sofa in 2023, from day one I had issues up to date 20/03/26 I am still having problems

We ordered a sofa on the 26th January. We told the salesman that we wanted it exactly as it was laid out in the showroom which included a console with built in speakers. 3 times my partner asked how much it cost and was repeatedly told £2995. 00. Before the order was placed again my partner asked if it was the layout in the showroom and what the cost was. Again he was told £2995. So he went ahead and purchased the sofa after telling the salesman that he did not want any of the optional extras (insurance and cleaning products). He was told it would be about 3 weeks for delivery which was fine with him as we had a less than year old sofa which he needed to get rid off (bought from DFS). Within a week he had to return to the showroom as they had charged him nearly £400 for the extras that he didn't request so he had that removed. He then received a text about 2 weeks later offering delivery which he had to refuse due to working and apparently the company does not delivery on a Saturday. He was told by the delivery company that there was no point calling that he would have to wait for a new date to be text to him. His sofa finally arrived and from there it went from bad to worse. The console unit was not delivered. He then went back to the shop and spoke to the manager Tom who told him that he did not order it. If we wanted it it would be an extra £500.Mmm he tried tried to inform the manager Tom that he specifically asked for the layout in the showroom but Tom was rude and kept over talking him and was very unreasonable. My partner asked about returning the sofa and was told that there would be a USED charge as the sofa was used. Mmm 1 day old is used no way. My partner then left as to be honest he could of punched him for being so deconsending. He will ever by from them again. Absolutely appalling service

I purchased the Valetta Power Recliner sofas (Order 67ZDE0832) in October 2025 and expected high quality for the price. Within 3 months, the sofa now looks and feels like a 3–4-year-old product — the internal sponge and cushioning compress badly and do not rebound, leaving dents and uneven seating that are not described or shown in any product literature.

When I raised this with DFS:

An inspector said this was normal because the sofa is "soft form" and told me I must dress the sofa every time I sit on it.

The regional General Manager repeated this, effectively dismissing my concerns.

DFS confirmed they would not take action — no repair, replacement, or refund.

Based on my experience, the product quality and post-sale support were far below what was promised — especially considering the cost. I believe this level of degradation in such a short time is unacceptable for a new sofa, and customers deserve better honesty and service at point of sale and afterwards.

I hope this helps other customers understand what I went through before buying.

Below link to see the product from DFS: https://www.dfs.co.uk/valetta/vvt1zirvi?skuid=*******. Attaching present sofa condition too.

Corner suite delivered Feb 2025 by oct the usb stopped working and the sofa developed a deep ridge in the foam causing the fabric above to buckle, they sent an employee out on 5th Nov. This man said the usb broke due to and I quote… 'The use of cheap Amazon charging cables' despite none in use at the time! How insulting! He then proceeded to smooth the excess fabric over the ridge with his hands rendering the ridge virtually invisible and proceed to take photos. Today I discover his report stated NO FAULT WHATSOEVER… I've taken Legal advice and even though I am old and disabled and don't need the distress I intend to fight them all the way on this, what a disgrace and how dare they treat Customers so badly! Shame on You DFS. Please AVOID and find a more reputable sofa company. Me wonders if the employee gets a bonus for writing complaints off so easily?

Avoid this joke of a company at all costs. Failed delivery on 1st attempt, and absolutely destroyed our front door when it didn't fit through. DFS not interested and ignored us, despite 2 letters to the CEO. Delivery company sorted it. Eventually sofa delivered but with different coloured feet.
Fast forward 3 months, replacement feet cant be sent out in the post for some bizarre reason, so guy turns up with them - and they're the wrong colour. Couldn't make it up. So now got another several month wait for more. I would rather sit on a bed of nails than buy from this pathetic company again.

It was going well with DFS until I had a problem. They pretend to be on your side, pretend to help, then backtrack on what they say. They try to make it out as the supplier's fault. When challenged, it became clear that under a year old they had to take back the faulty bed – costing £2,800 – which has clear design faults. It's an electric bed with a motor capable of lifting around 20 stone. But when you calculate the forces on a flimsy wooden frame, made of soft wood and only held with a screw, it's obvious it isn't fit for purpose. I warned DFS about my physical and mental health and that I couldn't cope with repeated call-outs. At that point, they could have told me I was entitled to a refund. Instead, they hid behind the manufacturer and left out the fact that under consumer rights they had the option to take the bed back. I pointed out the bed was unfit for purpose, yet they chose not to inform me of the best option. Now, DFS have told me I must dismantle the bed myself before they collect it, despite being aware of my health conditions. This is unreasonable and discriminatory under the Equality Act 2010. On top of that, the same representative never acknowledged my concerns about the unsafe weight loads, nor offered an apology or recognition. This proves all along they did not have my back and have treated me unfairly. Overall, DFS have caused unnecessary stress, ignored my rights, and failed to act responsibly.

I am absolutely appalled at my experience with DFS and feel compelled to warn others before they make the same mistake I did. I purchased a San Antonio Option A 2-Corner-2 Power Corner Sofa in black leather from DFS Glasgow (Furniture Park, London Road) for a total of £3,646.00 — order number MAZDB4YFU, delivered on 31 May 2025. This sofa was advertised as being made with "Super Club" leather — described on the DFS website as "a stronger, thicker leather that resists creasing and stays looking its best for longer." What I received couldn't be further from the truth: The leather arrived severely wrinkled, sagging, and full of creases — worse than a 10-year-old second-hand piece. The sofa doesn't form a 90° L-shape, like it's supposed to — instead it sits at an awkward and ugly 110° angle, ruining the look and comfort. The seating is uneven, with the middle section visibly sinking downward where the modular pieces connect — a sign of structural failure. This was all immediately reported on the day of delivery, and I went to the store to show photos to manager Anthony, who admitted the creases might be from factory compression but told me to wait a few weeks. He even suggested they could "add fibre" to fix it. Why would I accept patch-up work on a brand-new luxury sofa? Since then, DFS has sent two technicians, both of whom dismissed my concerns as "normal" without even acknowledging the clear mismatch between what I received and what was shown in their own showroom (I have photo comparisons). I went back to the store multiple times and spoke to another manager, Tony Hall, who was difficult and defensive, but eventually arranged a second inspection — again, to no result. Most shockingly, on 29 June 2025, I visited the store again to try and resolve this once and for all. Tony Hall told me straight to my face that he wasn't going to do anything further and that "if I wasn't happy, I could go find my rights." I was stunned. After spending nearly four grand with DFS, that's how I'm treated? The entire process has been nothing short of exhausting, stressful, and insulting. I have wasted countless hours chasing DFS for what is clearly a defective and misrepresented product. Their own advertising claims do not match reality, and their customer service is dismissive, cold, and obstructive. I am now escalating this through: DFS Head Office and the CEO escalation email Consumer Scotland Trading Standards The Furniture & Home Improvement Ombudsman And I've also instructed my solicitor to begin preparing legal action I strongly urge potential customers to think twice before shopping with DFS. If something goes wrong, they will do everything they can to deny, deflect, and ignore you — even when you have clear evidence. DFS has lost a customer for life — and I will make sure as many people as possible know what they put me through.

I bought a DFS sofa online recently and being unable to test it, after a week or so of using it, I developed terrible sciatica which was unbelievably painful. After 6 weeks of agony, days off work and buying a new mattress for my bed, a specialist said it was the fault of the dogs as it was too low down for someone of my height. There were no warnings on their website and I assumed that all sofas were compatible with everyone. Not as far as DFS are concerned and their lack of warning had left me with a, hopefully, temporary disability which has cost me a lot of lost work days. They literally mocked me when I raised this issue and refused any responsibility. They are crooks and have ruined something that should have been a happy occasion but has turned into a nightmare leaving me a virtual cripple. I've added 5" riders to make it bearable to sit on. They don't care about their customers and are driven by greed not customer care. I've been a customer with them for 20 years but no more and I'll tell everyone possible not to buy there. I will be reporting them to the furniture ombudsman in due course to start my fight back against them. When a company feels it's ok to mock the disabled then you know there's something wrong with it. Rotten to the core is a compliment.

There's a Facebook group (complaints or unhappy customer service. DFS). I visited the High Wycombe branch recently and made sure to stay clear of salesmen like Kamil Lesniewski. They don't have the best staff. Irene Tyuleneva is another one that comes to mind. On another review site (Trustpilot), she's been described as rude and only acts nice when there's a possible sale to get commission. She boasts about the amount of sales she makes online and treats it like a competition between herself and Kamil Lesniewski. It worries me that she's been dishonest for Kamil Lesniewski. Irene Tyuleneva knows Kamil outside of work and knew about the review Kamil wrote on Locaji.co.uk (February 2023), pretending to be a customer even though he's worked at DFS since 2022. What else does Irene lie about for Kamil? It seems the management don't care about what their staff are like as people. Kamil should work on his acting skills, next time he uploads a video online pretending to be a woman. Irene should spend less time on her phone, instead of thinking of the next video to upload. Very untrustworhty staff that seem happy to sell anything poor quality, for the sake of targets and promotion. Most of the positive reviews for Irene Tyuleneva, Kamil Lesniewski and the High Wycombe branch come from paid shoppers and internet followers. Don't be fooled. Kamil, Irene and ones with social media are kept on because of the attention it brings to the branch.

There's a Facebook group (complaints or unhappy customer service. DFS) and the High Wycombe branch should be said about too. When I visited the store, I made sure not to buy anything.They don't have the best staff. Irene Tyuleneva is one that comes to mind. On another review site (Trustpilot), she's been described as rude and only acts nice when there's a possible sale to get commission. She boasts about the amount of sales she makes online and treats it like a competition between herself and Kamil Lesniewski. Kamil's obsession for most of January 2025, was completing the 100 push-ups a day challenge for Cancer Research UK. Remembering returning customers and being friendly is all a front, just to get the next sale. It's worrying she's been dishonest for Kamil Lesniewski. Irene Tyuleneva knows Kamil outside of work and knew about the review Kamil wrote on Locaji.co.uk, pretending to be a customer (February 2023), even though Kamil's worked at DFS since 2022. What else does Irene lie about for Kamil? Maybe she should spend less time on her phone thinking the next video to upload. Very untrustworhty staff that seem happy to sell anything poor quality, for the sake of targets and promotion. Most of the positive reviews for Irene Tyuleneva, Kamil Lesniewski and the High Wycombe branch come from paid shoppers and followers. Don't be fooled.

There's a Facebook group (complaints or unhappy customer service. DFS) and the High Wycombe branch should be said about too. They don't have the best staff. Irene Tyuleneva is one that comes to mind. On another review site (Trustpilot), she's been described as rude and only acts nice when there's a possible sale to get commission. She boasts about the amount of sales she makes online and treats it like a competition between herself and Kamil Lesniewski. It worries me that she's been dishonest for Kamil Lesniewski. Irene Tyuleneva knows Kamil outside of work and knew about the review Kamil wrote on Locaji.co.uk, pretending to be a customer (from February 2023). What else does Irene lie about for Kamil? Maybe she should spend less time on her phone, thinking of the next video to upload and be an honest employee.

Outrageous customer service. The salesman in the store was AMAZING, but I have been promised delivery before Christmas, which never happened. The bed frame came very late so when I put the mattress on top it was very high. Tried my best to get in touch with the company, and spoke to 'senior manager' today. Absolutely lack of profesionalism. I have been told that the delivery was late due to ' red sea's fault ', and that mattresses are NEVER to be returned. Not what the salesman said. And the managers reply was " do you have written proof? No ". Told him how the plastic the mattress came in was very dirty so I had to take it off to try it on, and I got told I should have just whipe the plastic with a clean cloth.
Really really bad customer service I will try my best and pay all this off and sell it after and NEVER order from this company again. I will tell everyone to stay away from this company and their products. No worth the stress, hastle, or money.

My partner and I purchased two different orders in the space of 10 days totalling over £8000. Before we paid any money we were promised we would have all the furniture in or around the 23rd of November. The only thing they could manage is the dinning table before the 23rd bear in mind this was the only piece they had to order in all the other couches were in the shop in Aberdeen. We got some delivered on the 26th.Cut a long story short after 6 phone calls and two more trips into the shop we are still waiting on the final couch as seemingly had to go all the way to Glasgow then Edinburgh and all the way back up the road again which to me makes no sense whatsoever. Phoned up a few times and just getting the run around to be told i will get a phone call in 48 to 72 hrs.
This is no way to treat people!

Ben

Order number:
TBZKBKZZI
Order date:
17/06/2024
Yesterday we received a corner sofa bed, assuming that it would also be possible to sleep on it. The first thing that caught my eye was the discrepancy in the levels of the cushions, the different levels of the sofa legs, huge gaps at the joints of the parts of the sofa. But the worst was yet to come! It was impossible to sleep on this sofa bed! Its extensions are not connected in any way during installation, like a bed. The parts (poufs) move apart under you when you go to sleep and you fall onto the floor! In one night I fell/fell into the gaps between the cushions onto the floor twice! The quality of the sofa is very poor, the fabric is loose and unreliable. The padding of the pouf cushions is too soft and does not hold its shape. I really regret not reading the reviews here before making this purchase. Now I have to go through hell to get my money back and send this ugly sofa back to the seller.

Ordered a suite on 24 January was told delivery would be 10 weeks. Then told it would be 3rd of may, then told it would be 16th of may. This is 16 weeks after ordering. Tried to cancel, couldn't cancel because we had to wait for a call from the store. Store didn't call, rang call centre back, they terminated the call because I was recording it. The service is atrocious, staff don't call back. I paid cash for this suite back in January where the salesperson was very nice but, once they had my money, no one wants to speak to me. Please don't believe anything they say because once they have your money, there is no care.

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

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!

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

Don't buy DFS SofaCare Insurance - Don't believe what the sales people peddle when selling you this 5 year insurance policy. We were led to believe our sofa cushion's could be refilled within 5 years if they sagged or lost shape... 3 Years in and our sofa cushions have sagged considerably - After spending days trying to resolve with emails and phone calls to DFS and Guardsman, we're NOT covered. SAVE YOUR MONEY, DON'T BUY SOFACARE!

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