DFSReviews 92

If I could have given a zero rating for this appalling company I would.

After 2 years 2 months and £4000, I am still having to fight to get redress on my substandard furniture.

First delivery arrived damaged and had to be replaced. Large 4 seater settee creaked from day one, told this was due to it "settling in". Now having finally had it taken apart, it transpires that the frame has come away from the springs and the centre part of the frame is split. Outcome; we will take it apart in your lounge and screw a length of wood across it to secure it back together. Really!

DFS are surprised that I am not happy about this, why would you not accept this, it's perfectly reasonable as the furniture is past its 2 year guarantee.

Yes, because for the past 2 years you've totally ignored my complaints.

My seat cushions flattened after 6 months, despite that the NASA all singing, all dancing cold pressed foam doesn't require plumping, just turning as they never flatten; That's how they sell it to you. But when they do flatten and they can't be plumped, it's "wear and tear".

Dreadful quality, appalling customer service and overpriced substandard furniture.

Brought our suite 6 months ago it's been
Faulty the day it arrived with broken feet &
Very bad clonking when you sit down on it
Also when getting up it sounds so bad
You think it's going to break customer
Service is appalling no one seems to be
Bothered the last guy that came out and
Looked at us and just laughed and said I
Don't know why they've sent me out
Again! They have sold us faulty goods &
It's a nitemare trying to sort it out there
Aftercare is disgusting, it's really not good
For my mental health on there head be it if
They tip me over the edge! I truly don't
Recommend buying from dfs spend that
Little bit more & get a proper decent
Customer service else where.
I've read there reply and as for calling that
Number do you not think we have tried no
One will respond we have wrote emailed &
Called with no joy now taking it to the
Omnibus/ trading standards
DFS are the worst company whatever you
Do don't order from them if there's a
Problem with your suite the after care is
Appalling they just don't want to know 7
Months later still broken feet from the day
It was delivered absolutely disgusting

DFS can't make a simple chair …

DFS can't make a simple chair then replace it twice and still can't get it right, infact the replacement chairs have been worse than the first one, nothing like what was advertised on the shop floor! And they are now refusing to help and say I have to go legal... the store manager at Northampton branch, Tina? Is rude. They have taken my money and now not prepared to help me. They falsely advertise their furniture, what you see on the shopfloor and pay for is not what you receive and then when they replace it, it is no better, they then refuse to refund you and advise you to go legal! Lee Childs the Branch manager was not atall helpful and would not provide me with his managers details to escalate this matter, he said he is not prepared to do that and not prepared to refund the chair as they have already replaced it twice! Like that was my fault? Really? Yes and the replacement chairs have been disgraceful they can't even make furniture! I have been told I'm left with a chair that cost me 400 pounds that won't last another year, the advice that they have given me is. Go legal Mrs Curry? AVOID AVOID AVOID a year of stress and upset DFS have caused me. SCS are much better hands down no problem there! And. Don't reply with call customer service, as that's not the answer as Lee Childs the Branch Manager is not even prepared to help!
Disgusting service and furniture that won't last two seconds the way is made! COWBOYS! They take your money and run! Go SCS 100 % great service there!

The 2nd picture below DFS made the base fine. This is how it should look, the first picture is how mine looks! The base has totally collapsed after 2 months. They said nothing they can do and claim this is perfectly made... they are thieves!

Can it be any more worse experience. After delaying the delivery by a month and miscommunication for full and final payment at last hour, worse was yet to come. Sofa came and has a persistent foul smell. Service engineer promised DFS will fix the issue in record 13 weeks time.
Think twice if you want to buy from DFS.

15wks since I ordered.
DFS just cancelled my delivery date for the 4th time!
Customer Service SHOCKING!
No new delivery date because they don't actually know!
Apparently all dates are 'estimates' though!
But hey, only 6wks late and still nothing but lies after lies!
Don't be fooled by the showroom blurb, once they have your order they DO NOT CARE about their customers.

Delivered short on cables for my 2 seater sofa, DFS store manager at Ruislip sorted it out, sourced from somewhere else ahead of the 10weeks estimate and got them hand delivered by a Service Manager, great service.

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.

I purchased a sofa from DFS Droitwich and selected the buy now pay in 12 months. A DFS staff member processed my finance agreement incorrectly and a month later an unexpected payment was taken from my account.

I initially called the finance company to see if they could amend from their side, but they confirmed that the finance agreement was created by DFS so it was down to them to make the relevant changes/updates.

I went in to store to see if they could help amend the finance agreement and explained the situation, to which they were really unhelpful and said that the person who processed the finance needed to pick this up but was not in store, so I was promised a call back when they returned. This never happened so I called customer service (as there is no direct line in to store) and they were able to request a call back from store on my behalf. When they did call me they were more worried about placing the blame on other departments for the error than actually helping me rectify the issue and said that they will look into this further and see what they could do?!

Four weeks have now passed, and the issue is still ongoing. I have escalated the issue to the DFS complaints department twice and all I get is the same automated apology email so my complaint has been ignored and no action has been taken there, I have spent up to 3+ hours on the phone with customer services on hold or trying to get them to help me with no real resolution, I have gone in to store multiple times and have been passed from pillar to post.

Today a second payment was taken from my account even though 10 days ago DFS confirmed that a hold was placed on my account and no further payments would be taken. I then called customer service AGAIN and they basically said they couldn't help me and that it was the stores issue to pick up, 2 hours later I received a call from one of the staff members from the Droitwich branch to see if I had signed my finance document. I was extremely confused as I had gone in to store 9 days ago to sign the document which they should have on their system? So, I questioned why was it taking so long to action, if it had actually been processed and if they knew what was actually going on and was met with the phone being put down on me!

So with the lack of support from DFS, I called the finance company again today (I didn't know where else to turn) they confirmed again that they were unable to amend the agreement, however they felt my frustration and acknowledge the seriousness of the issue and have now raised a complaint on my behalf and are now chasing DFS to amend the finance agreement alongside my continued efforts.

Due to staff incompetence, they have taken money out of my account without my consent and I am almost £900 out of pocket which has and is causing me considerable stress. No one seems to be concerned, or even care that this has impacted me financially.

I am extremely disappointed in how this issue is still being managed by DFS. I understand that human error does occur and I can accept and understand that it does happen, but the lack of communication, urgency and customer service I have received has been extremely poor and on occasion frustrating to say the least.

I wanted to put a review on here not to complain but to make others aware that buying a sofa with DFS can seriously affect your cashflow, credit rating and stress levels. So, if you are thinking about purchasing on finance, please, please, please think twice about buying from this company because no one takes any accountability or want to help you, they make you feel like it is your problem, and you are the inconvenience.

I hope I can save other people from making the mistake I made and that was buying from DFS which I will not be doing ever again.

Their supplier lied.

There are no chairs. They are not making the chairs.

7 months. And now a manager cannot be bothered to call. I've been a perfect customer, patient, friendly.

That's finished. I am not waiting any longer.

The worst experience I have ever had with any company!
I purchased a sofa from them which I received 12 months ago. Within two day the sofa started showing signs of faults - the leather was stretching on all of the seats and in parts on the body.
I contacted them straight away and they said they would send someone round to have a look, that took months and when the independant inspector came he said the quality was dreadful.
After tens of phone calls, DFS agreed to exchange at which point we decided to go for a different sofa which we ordered in the October so this process took six months!
We received the new sofa three weeks ago and this process also took six months!
Twelve months to replace a faulty sofa and now they won't give me a refund for the faulty one they took away!
After several phone calls with promises that someone will contact us no one has!
I will be reporting them to trading standards and possibly reporting there theft to the police if I don't hear back very soon!

Was meant to be delivered today, didn't hear anything from them so called to be told its not even been made yet, apparently waiting for material from Spain, had 12 weeks to get material already, would have been nice to be called and told there was a delay instead of no communication and no update on the tracker, now telling us to wait another month. Terrible service.

It has been 11 months and 11 days since I placed our order M1ZWB1TGY but STILL no bed and sleeping on the floor nearly a year later. The original head board that has been clogging our bedroom which you couldn't be bothered to collect at my convenience for so long has pulled the new carpet away from the wall and we have lost all hope in ever getting our bed to sleep on. No one speaks to us and we have lost faith. DFS, do you think is is exceptable for us to be living like this? Do you think it is exceptable for a company to treat someone like this? Sad times. Please do us the courtesy and DON'T leave is your generic answer to this review. It is getting very annoying. Why is leaving zero stars not possible?

If you want value for money goes elsewhere. The leather is cheap, the guarantees are non existent Andy sofa started peeling after 3 years. I have had leather sofas before (not from DFS) and these lasted 15 years without a mark. Customer service is non existent and everyone has the same script.

Absolutely terrible customer services!

I understand that there are problems with the supply of goods at the moment due to the pandemic but over 20 weeks for a sofa is unacceptable especially due to the time of year and the fact we ordered this specifically after being told that if we ordered it then we would have it well before Christmas.

We feel like we have been drastically mislead by your sales person, Steven at Cannock, obviously just so that he can make the sale and gain the commission, not caring about whether what they are saying is true or not.

We have not had any contact from DFS to let us know of any delays and have only heard from them when we have called them ourselves regarding the order. We still do not have a date for delivery although their online tracking system is now saying after 17th Janaury 2022! We ordered in early September 2021.

Had a suite delivered with a lot of bad seems and large scratches, no under law ie sales of goods act 2015 damaged furniture on delivery are legally to be refunded,, repaired if customer agrees,, we asked for collection and refund about 30 phone calls, regular put on hold after 20 mins waiting for an answer then cut off, 20 plus emails, we have now put in a cash claim back with our bank card provider, and are taking legal court action through trading standards who tell me they regular have these cases from dfs uk and ireland,,, THERE IGNORANT LIARS AND COULDN'T CARE LESS ABOUT THERE CUSTOMERS WHO PAY CASH FOR THERE DREADFUL PRODUCTS. I am disables and on borrowed time and they just do not give a dam,, from may 2021 to november 2021 and still fighting them, I WILL SHOW EMAILS AND PHOTOS OF DAMAGE TO OUR FRONT DOOR FRAME AND NEW DOOD FLOOR JUST COUPLE WEEKS BEFORE DELIVERY, THERE SO CALLED EASY GLIDE CAME FF AND DESTROYRF THE NEW FLOOR 500 EURO TO REPAIR, FRONT DOOR FRAME 1000 EURO,,, 3000 for the suite,,,, kin hell wehave been conned by this dreadful company,,,,, so you have been warnes and were very much not alone with these cow boys

Awful Service. I have been waiting for a USB socket change on my Sofa from DFS since November 2020. Since this date I have spent a huge amount of time with their customer service team who have advised me there notes on my account are illegible! They are never able to escalate, you can't speak to a manager, and all they seem to be able to do is get a call back in place……
What exactly is the point of a customer service team that can't provide customer service?
After losing several holiday days from work and the engineers turning up with wrong or more recently on the 23rd September 2021 no part! That's right we booked a day off work again to meet an engineer with no part! I complained again to the customer service team who advised the manager from the Measham store would be in touch as this is a service issue they can do nothing. I received no call back and subsequently called them again the next day on the Friday (24th) which again lead to know call back (even though on both occasions I was told it would be same day).
I have even emailed the store directly with the issues advising if a part that is easily fixable cannot be completed I would have to take things further starting with negative reviews. Unfortunately I have received no reply.
We love our sofa, however DFS back end processes and customer service skills is the WORST I have ever experienced and something I would not expect from such a flag ship name. For this reason I will never recommend DFS to family or friends.
Don't take this risk with these jokers.