DFSReviews 92

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.

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

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.

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.

Mark, a salesman in Milton Keynes, wanted to sell the product so much that he lied about the sizing. My partner and I saw corneas in the store. We ordered corneas with Spaniards only because the seller said they were both the same size. When the product was delivered and unpacked, I saw that the product was different from what I was told to buy. The cornea was supposed to be L-shaped, but it's not. In the store, the manager says that customers lie because Mark has not admitted to the mistake. I'd be happy to elaborate on the subject in an email if I may.

I purchased 2 recliners. When the finally arrived, the smell coming off of them was horrible. The company admitted the bad smell and replaced the recliners. The new ones have the same bad smell about them. The company says they will do nothing about this issue. I will contact a solicitor for a full refund. PLEASE DO NOT BUY FROM THIS COMPANY.

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.

I ordered on line, waited 8 weeks and when the sofa arrived it was not as described, absolutely rock hard and really awful, multiple phone calls later I was charged £150 to send it back, it was only in my house for 3 days! Unethical company, rude and patronising staff and the worst customer service I have ever had.BE WARNED DO NOT USE THEM

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

Absolutely awful service and a complete waste of time. We have had to cancel our order and go else where. We ordered our sofa on the 1st October and was guaranteed it would be with us in 6 weeks. 15 weeks later still no sofa and they could not even give us an update. We had multiple delivery dates moved, being told our order was complete and then not complete due to a foam insert and then more back and forth of it being complete and not compete. On the 15th week we were informed that half of the sofa seems to be lost, we were told we would have an update in 24 hours and they could prioritise and build/ deliver the sofa within a week. How I do not know? They failed to update me and I had to ring twice. Finally got a phone call back 2 days later with no update so we cancelled our order. I'm 8 months pregnant still sitting on a deck chair, I have wasted a days annual leave for one of the delivery dates that didn't happen, we had to cancel Christmas plans with family. We have been completely let down and looking at reviews on other places there are a lot of others in the same situation. I would not recommend or believe what they advertise

Ordered late October with delivery due end of November. I had family visiting and was counting on this being delivered as promised but had to sleep on the floor instead as the sofa arrived right before Christmas.
Wanted to cancel my order but conveniently for DFS finance contract has a 30 days change of mind period, so I was shamelessly told from the store sales person I can't cancel my order as it will impact my credit.
They are charging £99 for delivery, I was promised for it to be removed, nothing happened. They promised to push delivery earlier than intended, it actually arrived later than the last updated ETA. They kept updating the ETA on their system so every time I sent an email to enquire and they just based their replies on the new ETA. Salesperson cheekily added their care kit in the preorder agreement without me knowing right before I signed.
Me and my bright ideas supporting the local store.
Avoid - you'll get better treatment from the Swedes ;)

5months waiting for furniture was given a date and removed my old suite so was sat on the floor for 6 weeks.Now I have been waiting for a repair since the beginning of September.I have found out the leather suite came from China and they have to send to China for the leather to repair it.My whole experience with this firm has been beyond a joke.would not recommend them to anyone.well now it's january and still waiting.grrrr.

I ordered a sofa in april. The sofa came ripped and with damaged recliner sistem from day one. We complaint straight away and after few weeks someone came to have a look. The manager in Oldham promise he will fix the problems and compensate us with 250£ for bringing us a damaged sofa. After this someone came with a wrong sistem and tried to improvise some kind of fixing but failed. The manager don't answer to our emails and you can't get him on the phone in any way. We had to go back to shop and discuss with him.He promised He will make sure the problem will be sorted properly and we will get compensated after. After few appointments cancelled by them, finally someone came before Christmas but without the sistem,and say is not his problem as he doesn't work for DFS and he was not told he needs to bring the part. Manager still refuse to respond email and at the moment we are told that we need to wait for them to call us if they will have anyone to come in weekend. This is after losing few days at work to be home for their appointments.

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.

People be careful with this furniture after 3 years spring broken and damaged top leather. Protection plan not cover this good joke.Waste money. For 2k i could buy much more better sofa. Never buy anything more from you. Scam and Chinese quality

HEDGE END STORE TRIED TO HAVE ME ARRESTED TODAY 26/4/22 ….Please read on. WE HAVE ALL SUFFERED. In recent years / pandemic/ losing love ones and jobs so PLEASE DO NOT BUY OR ORDER from this company. They have just tried to have me arrested under public order breech of the peace. I stood away from the main entrance and politely warned potential customers to steer clear and not shop with this company. I spent a lot of money with this store. I ordered a 2 seater sofa / 3 starter sofa / footstool all in the same colour. It was delivered this morning to which I returned. Different colours.
We all have to look after our pennies so u just wanted to warn people against buying from this company.
I have no furniture to sit on and this has ruined my Xmas as nothing for guest to sit.
I don't know what I am going to do as I needed a refund today so I could buy somewhere else and hope it would be here for Xmas. No money no furniture and then they tried to get me arrested for helping others to save them stress and their money.
Im a nice person and do things for charity and don't deserve to be treated like some kind of criminal.

Do not touch this company with a barge pole. Ordered a sofa November 2021, the salesman placed the order for the wrong coloured sofa. This was not discovered until it was delivered, they argued that it was the correct sofa until it was pointed out that the labels weren't on the back of the samples we were shown and the salesman made a mistake. The correct sofa was delivered in July, almost 9 months later! In October we contacted DFS to inform them that one of the arms was loose and squeaking. DFS sent a service engineer to repair it, he took it apart and put it back together, we tried it but the problem was still there, he tried again but still no success. The service engineer seemed to think that as he had tried we should be happy with it, he had my husband sitting and standing so many times it was laughable. It didn't matter how many times we tried it, the problem was still there, we informed him that we weren't happy and wanted a replacement. He was asked to get a video of the problem, which he did. DFS customer services contacted us and we were informed that the service manager said that it was repaired to HIS satisfaction, it seems they don't care about their customers satisfaction. They will not replace but have offered to take it away and refund us, this is not acceptable as it matches the other sofa in our room. I have had Multi York sofas for 12 years without a problem, you could say you get what you pay for, but, this small 2 seater was over £900, I expect more for that price.

In 2020 we bought a sofa for £3900. At the beginning of 2022 the engine motor broke, to be exact on the 5th of January. It is end of October and nobody came to fix it, it has been more than 10 months since we have a broken sofa in the middle of the living room.

Northampton brach staff absolutely clueless on how to help the customers in this situation, absolutely disgusting how they managed us and how they treated us for the last months. Being bothered that we came to ask for updates, since they couldn't bother to call or email us. Monthly we been to the branch, feeling ignored and treated like losers. After 8 months they paid a good will fee of £150 for making us wait for 8 months still not fixing the issues and making us come to the brach in September and October chasing them for our right as a customer, seeing that we had guarantee which to be honest is useless. Only today thanks to Edmond and Stan i felt that someone tries to help me, after 10 months it is the first time I feel someone actually is trying to move the things for us.

Lady from Northampton brach who says is manager, spoke over us, been rude and unprofessional when we have been passed to her over and over again. Made us feel small and made us regret we chose DFS.

We definitely learned our lesson and will never again buy from DFS. I prefer to try my luck with the competition companies.

Bought furniture from DFS on credit finance, the goods were faulty and returned. Store manager forced us to take a replacement. After 1 year trying to solve the credit note, only got it when i took them to online county court. Within 14 days credit note issued, the creation finance were paid back their money. Got an issue with DFS. Go to court, don't waste time with them.