DFSReviews 92

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

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 will never buy from dfs again
I will never buy from dfs again. They absoloutely have no understanding of disability, to the point i will be pursuing my complaint beyond the company because i have not had adequate resosolution from the southampton store, whose manager and team are currently ignoring my emails despite the fact i do not yet have my full order, even though its in the distribution centre. They have caused me immense stress and suffering ignoring basic adaptions required from the very beginning, which basicly is no calls as im partially deaf, email communication only. Beyond that they have then continued to cause issues, making decisions without my consent which have resulted in me having worse treatment because of this need and therefore because of my disability which is in direct breech of the equality act 2010. It is not enough to just accept an email but not reply, that is not an adaption. And because of their decision to take my number off, instead of leave it on with instructions for text only i was not able to get a 3 hour slot or a 30 minute warning when the first half of my delivery was on the way. I now am waiting for the second half but i dont trust they have now given the delivery part my number, ive had no contact, and management 'offer' to organise it, then dont respond. When they do respond they act like i havent confirmed. It is disgusting, it is to make it look like they are doing something whilst actually doing nothing.

The manager thinks that a small refund makes up for discrimination... whilst continuing to discriminate. On top of this ive been sold their sofacare, and guess what, no email only phone number so i cannot use it. The store have not responded to this yet.

I was told i would get an actual appology from the store, i havent and from the staff member who initially ignored my request for no calls, and continued to ignore when he heard the voicemail message stating dont leave messages i cannot access them etc.

Heres some quotes from citizens advice about duty demonstrating they are failing
"Traders and service providers must remove the barriers you face because of your disability so you can access and use their goods and services in the same way, as far as this possible, as someone who's not disabled. The Equality Act 2010 calls this the duty to make reasonable adjustments."

"The duty to make reasonable adjustments in goods and services is anticipatory. This means the trader or service provider mustn't wait for you to ask them to do something. They should consider in advance what they need to do to make their services accessible to all their disabled customers."

"A trader or service provider may have a certain way of doing things, like a policy, rule or practice which makes it more difficult for you to access or use their services. The Equality Act calls these things provisions, criterions and practices. You can ask the trader or service provider to change these things, if it's reasonable to do so.

Examples of rules or polices which you might ask to change include:

Appointment booking systems

How a business communicates with you - in writing, on the phone or online

Application processes - for example, if you want to apply for a bank loan or switch to a new energy provider

A blanket policy - for example, one that disadvantages you if have a learning difficulty."

So i will now be taking this further as per the guidelines on citizens advice

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!

! 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!

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.

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

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.

So went into store and there in the sale section was a 2 seater recliner with Bluetooth speakers built in also a bottom hidden drawer and a hidden hidy hole in the middle with 2 usb and 2 plug sockets. A wireless charging station and 2 cupholders that cool your drinks I looked and fell in love.

I got it delivered to my house and as the delivery driver plugged it in... Nothing... It wasn't working.

The delivery driver checked all the connections then asked if the plug socket he was using worked... Then said he would get a technician to come out and see what was wrong and fix the problem whatever that maybe. He then left with no other information and he had no clue on why it would not be working...

Now I'm a handy guy I thought I'll have a look maybe just a loose wire or something. Now I could see why within seconds there was a split on the wire leading to the control box of about an inch and scorch marks going up the back of it. Thankfully I had not plugged it back in before looking...

I also noticed that the middle upright was loose so thought that needs tightening too or would have if it hadn't got a bolt completely missing.

I went straight to store with the concerns of my new sofa missing parts and also being a complete death trap that at some point had almost set on fire.

I spoke to one of there managers called Jan who was very unhelpful said he could not deal with the issue all he could do was try to get someone out sooner to look at the sofa. It didn't seem to shock him that it was delivered in this way and seemed more concerned about getting me back out the shop than discussing the issue. I left with the promise that someone would phone me back the next day and discuss the issue. Before leaving I asked if it had been tested before leaving the store his response was "only if there is a plug socket nearby".

The manager of the store phoned me 2 days after saying he would get someone out within 2 weeks to look at it but hopefully sooner as he did see this as a serious issue. (Well done for noticing). By the end of the week I got a phone call the head of the call out team was working in that area and could come that day if not tomorrow. I sent him the pictures of the serious electrical issue and the missing bolt he said he should be able to get a new unit and bolt and would be there the following day to fix it.

He came replaced the unit but had the wrong bolt so would find one to replace which would come in the post or someone could come to fit it and everything should be working now he also made a call to the store manager explaining about the scorch marks and the dangerous equipment that was delivered.He said that the store manager wanted to speak to me about this further. Now it was working except when the right seat was reclined and unreclined it was noticeable that the seat dragged back under with it showing that the seat was collapsing.

Now the next phone call was from another technician saying that he was coming to fix the bolt we mentioned about the collapsing seat and he could look at this while he was here. When he arrived he put in an unmatched bolt and said the seat needs puffing out from time to time.

This proceeded another trip to store where the store manager looked at the second technicians report and the collapsing seat didn't even get a mention with a follow up it wasn't like that when it was here... I replied with it didn't recline while it was here as you have already said it wasn't tested... I got a few erms before a yes I guess your right.

Now at the end of my tether said I am now at the stage it needs returning.

He didn't even acknowledge this and said if they could not fix this they had another one in the back and would switch them out. But to give him time to do a full investigation and would be back in touch with us on Monday or Tuesday (it was Friday at this point)

The manager rang back on Thursday and rang my wife assuming so he didn't speak to me...

On ringing back my wife told him she had also had enough and wanted it returned with no substitute. He stated if he could fix all the problems DFS would give a 30% payment back for the issues we have had. My wife refused and said she just wanted it gone.

Now I am of a mind that 30% isn't enough to cover possibly killing my self or my family in fact I'm of a mind that no price can be put on this...

For anyone reading this I would say if you value your life and the life's of your loved ones don't get a sofa from DFS.

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.

Ordered a bed from there in June got delivered this morning missing almost everything bolts,washers, brackets,legs rails and slats

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.

I bought new sofas and arm chair which arrived after 3 weeks with a cut in the 2 seater sofa and a damage at the back of the armchair. When contacted them to report that in the morning of the following day, they refused a return and insist for engineer visit to decide whether to repair or replace the items. Engineer told us the armchair needs to be sent back and replaced. When I contacted them after couple days, they refused to replace the chair and insist to send another engineer to confirm the first engineer report. Many rude and unpleasant calls from the same person every couple of days until the 14 days of return finished and now they are telling me either ti repair or keep it like that. Is it scamming? Is it robbing off people's money? I am shocked and disappointed. I will have to escalate this as far as I can until I have this sorted. My advise to anyone who is thinking of buying from Dfs is not to buy as their customer service is the worst ever and if you have an issue, they will not ever do the right thing but the cheapest option for them.

Please stay away from this company.
Was given a delivery date,but obviously no sofa delivered.
After ringing to inquire I was told that they going to reschedule delivery.
Now I have asked for my money back.
Friends did warn me not to deal with DFS.
I'll give my Money to a small business.
Total disrespect.

Once again DFS have come up trumps and true to form, have FAILED TO DELIVER.
Spoke with them on Friday 28th July regarding an ongoing issue with my order.
Order place 27th May 2023 - remains outstanding despite numerous emails, telephone calls, even escalating via Resolver to the CEO.
They simply don't care
I have just contacted them after they failed to contact me as confirmed, and have asked for my money back, guess what, they can't do that without an email to god and his son.
DFS, completely untrustworthy, lacking in customer service, stray so far from the truth, take your money and give you nothing in return.
Next stop Trading Standards
Order Number: TAZVBCQ61

Left with a very badly damaged sofa. One year later still not resolved despite many hours spent on the phone and waiting for their repair man. Awful experience, never again!

Terrible aftercare
Didn't want to give any stars. When I bought my buck leather I expected 2 care kits to come as was told I would get one with my 3 piece suite and I paid additional for another. They never came and it took over 5 months to get one kit after numerous calls and emails. It was leaking and damaged. I phoned again only to be told they would send 2 undamaged kits out. NEVER got these. Anyway after 2 more months we came to use the 1 damaged 1 only to find it was for a FABRIC 3 PC suite and not Buck Leather which stains easily if use wrong thing on it. Rang again today only to be told nonchalantly and without customer care that I will only get 1 and I had to send proof of the wrong kit which they they clearly didn't believe me. I have never ever experienced such bad aftercare as this. They dont listen even when you are clearly upset as exhausted and fed up.with having to contact them a lot over 7 months time. Some of the staff at the beginning were quite nice but nothing was done. NEVER Again which is a shame as their furniture I like. I will also tell my friends and family about this awful experience which could have been so easily resolved!

@DFS what kind of clown show are you? Get told on 12th july i'd be 7-14 working days on a refund. 1st August and i've got 0. Go into paisley branch and the "manager" now increases the time? Not good enough. Just a huge list of let downs, disasters and lies from the company