DFS  Avis 653

Avoid avoid avoid! Ordered a sofa 14 weeks ago was told 4 weeks ago that we would receive a delivery notification which we was told there was a delivery delay. When we enquired about the whereabouts two weeks ago they basically fobbed us off and gave us little to nothing update. We have now waited 14 weeks and was told one section of our sofa is in Doncaster and the other section is somewhere else and waiting shipment which is really concerning and looks like we will be waiting another week or maybe longer at this rate. Customer service is next to nothing they simply want your custom but do not want to update you on their delays. Please please please do not bother with dfs and go to a sofa company that build their sofas in the UK as you will end up waiting 4 months for a sofa that may or may not come in the end.

I would never again recommend purchasing a product through DFS. The after sales service and customer support is just pathetic. They do not put the customer first. From a delivery mix up on there part and then them cancelling orders in error, missing delivery promise dates with no follow up or customer support after spening over £2k is unacceptable. A month after ordering a 7 day turn around couch set it still has not arrived. Save yourself a lot of trouble and purchase elsewhere.

I just don't believe DFS, the other day I received this notification saying
CONGRATS you've just earned a top fan badge and I can join a community of 28 DFS top fans (no thanks)
Well you it goes to show dfs doesn't read the reviews I have given them, we bought a two seater and a three seater sofas which we asked them to be replaced as they showed signs of wear after 4 months. We went into the store in Banbury and I asked which was a better fabric and was assured resilience fabric it was sold to me as a hard wearing and durable fabric that had been tested. Now nearly 3 years later the fabric is disgusting flaking off. After a lot of hassle dfs sent out a guy to look at the sofas. I was told it's wear and tear or possibly chemicals we are using on it or in the house. You buy an insurance for it from Guardsman when you buy it well what a waste of time and money that was, Guardsman didn't even send anybody out and said not covered wear and tear so that was £290 for nothing.
Sent of a message to the ombudsman they sent back we agree with DFS. So now I can join DFS top fans. Please don't buy anything from dfs or buy insurance from guardsman to cover your purchase. They seem to be brain washed that they are not responsible for anything it's your fault

tecnican fixed 4 times now but made it worse only 3 weeks old! dundee manager said it’s not a fault 🧐. both dundee manager and technician said it was the way it was delivered so that’s a fault!!!! even technician says if appears again it will need replaced bud dundee manager says no he’s not even a tecnican!!! review dfs before ordering wish i did the company is a joke. now taking legal action . PLEASE LOOK ELSEWERE!! telling me there’s nothing they can do even tho tecnican said if it happens again the arm will need replaced!!! this company is all over the papers with other customers!!!! wast off £2k wish i could upload pics but no option to do that!!!! Update they came out and replaced arm cover what a mess can’t believe what im seeing also not even a matching color totally shocking! Will try upload pics all they care about is your money!! Been fixed 4 times now what a joke only offering me £1400 credit note asked for replacement and there saying no!!! Next strap legal section 75

Van arrived with no sofa. I have not had a settee to sit on for 3 weeks. I was told now would have to wait till 25th April for new stock to arrive but they would lend me a sofa. After chasing them for the loan I was promised they were suppose to deliver 1st April. I had family arriving for Easter but no sofa arrived. We had to sit on garden chairs. I have now sent them letter cancelling the sofa altogether after the really bad customer service. I am now awaiting there response regarding refund of my deposit but will try charge back if this fails. I have been really shocked by this company and it's standards.

What a let down, went from 5 star service in the showroom to 1 star customer service after delivery. Don’t think it’s unreasonable to expect your new suite to look as good as showroom model, not according to them. Sent out manager to assess. Avoid at all costs.

Used the so called warranty that DFS offered but absolutely useless. Somebody turned and inspected the sofa and blamed the natural oil in the hair as the reason for the early wear on the cushion so warranty not applicable.

I would rather give 0 stars. This is a shocking company to deal with, The customer service is non excisting and when i complained about the state of my sofa the sent one guy out who took the covers of the back and put them back on again, then said the wanted a second opinion another guy came out turned the seat cushions and banged on the other cushions and said nothing wrong it will flatten out....now im left with a sofa and chair that is extremely uncomfortable and they wont do a thing about it. They also had the wring description on the website and were extremely quick to remove it. Just ho somewhere else dont waste your hard earned money on a DFS sofa.

We've only had our sofa gor a year and we've already had it refoamed once but it needs a new interior now and its already been 2 months and we've been informed we have to wait another 2 or 3 months for the parts to arrive. We cant use the sofa so pretty poor standard for a sofa that's not even a year old. Customer service called and offered me a hamper as a gesture of good will but even thay hasn't arrived. Dreadful service and awful furniture. I actually hurt my back sitting in it

Bought 2 sofas 5 weeks ago after being told we would have them between 2-4 weeks, delivery man rang last week he was coming with 1 sofa and No1 had any idea where the second was( 2 the exact same sofas) we wudnt accept just one so now a week later again and no call back when I was told they would call back in 72 hours on Monday, had old sofas out in garage ready for the dump had to bring back inside again awful experience so angry

The girl Maddie who served me was 100% at doing her job in DFS London rd Glasgow.

What a farce with delivery. Was told delivery would be between 9.45 and 11.45. No delivery. Phoned the number and waited ages for someone to speak to me. Some rubbish about not having enough drivers!! Surely if case they should let customers know. Was eventually told delivery would be in afternoon!! I had taken morning to stay in did not expect to spend all day. Delivery arrived at 2.45 in very battered van with hole in side. Delivery drivers had no ID at all on them. Not impressed. After reading reviews seems they tell the same rubbish to everyone. Tried to phone again but phone put down.

I am writing to formally express my extreme dissatisfaction with the sofa I purchased and the subsequent aftercare provided by your company. Despite my repeated attempts to resolve these issues, the level of service I have received has been entirely unacceptable.

The sofa delivered has significant issues, and furthermore, your delivery team caused damage to my property without the installation. While the drivers were fully aware of the damage at the time, I understand they have since provided conflicting accounts to your head office. To date, neither the store manager nor your customer service team has taken any responsibility or offered a viable resolution. I have found the process of chasing updates and dealing with incorrect information to be incredibly stressful.

Under the Consumer Rights Act 2015, I believe I am entitled to a full refund given the persistent issues and the failure to rectify the situation. As this request has been refused, I have now formally escalated my complaint to the Furniture and Home Ombudsman for independent review.

It is disappointing that a company of your size has demonstrated such rigid policies and a lack of care for its customers.

Absolutely disgraceful service. I ordered two dining chairs from DFS, one only arrived and that one didn't have bolts with it to attached the seat to the base. So I had no chairs to use. When calling customer service I was told I had to wait up to 3 days for a call back? What? Okay. I waited no call back. I then rang them again to be told I had to wait again. I rang again the next day to be told I was emailed saying they can't provide any bolts, and nothing about my missing chair. Super. I was then told I had to wait again for them to call me back as the people you call can't do anything to actually help You!!!!! All they do is say wait for a call back and we are sorry. Sorry for not being able to do yo job!!

I have still not got this problem resolved even asking for a return and refund seems to be an issue I have to yeah you guessed it wait for a call back for up to 3 days! It's disgraceful.

Quick enough to take your money with no care given afterward. Everyone is useless. As usual.

I ordered & paid in full for 2 sofas, lamp table & dinning room table & chairs, at the time I was satisfied with the sales team & experience. I needed to decorate & carpet the living room before I was ready for delivery which I told the sales assistant, who said no problem we can put a do not deliver before 1st June (15 weeks away) I said that that was plenty of time for me to complete the work mentioned, but what if I complete before that date. No problem he said. Call us & we should be able to bring delivery date forward. I did finish & called to reschedule.I was told that it wasn't their policy to alter dates that has been
ordered to not deliver before date. I wrote email to explain my problem, & was told that they would see what they could do after speaking to the manufacturers as they were making the furniture as per order. If I had wanted the same suite at time of ordering, they would have delivered in 2 weeks & it would have cost me £79.00 less. So I have now heard back from the store manager, who has told me that I will have to wait the full 15 weeks i.e after 1st June. I realise that it was a mistake to pay in full up front & a bigger mistake was to believe the sales man. I now have a newly decorated & carpeted living room & the tatty old suite. I am annoyed to say the least, and I would strongly advise people to take what the sales people say with a PINCH OF SALT
I for one will never use D.F.S again & will advise others of my experience. SHAME ON YOU D.F.S

What was delivered was NOT what was expected. In store customer service was absolutely appalling. Did nothing to resolve the issues. Would NEVER use again.
DO NOT BUY FROM DFS.

Im so angry not only have I been mislead by the salesman ive now been lied to my face by the manager of DFS Norwich store. Im angry with myself for not going back to furniture village where my last one came from with no problem, I saw this sofa and liked the look then when I sat on it it was so comfortable I even mentioned to the salesman it was to get to the point over the next ten minutes he persuaded me to go with the different and more expensive foam filling he said its better as the other has to be plumped up me I don't mind him you have to rotate them me I don't mind it ended where i straight out asked if its as comfortable as this filling he said yes also this is VERY IMPORTANT I asked if he could show me the foam filling he looked round other sofas and said no.
After all his talking i thought it must all hes telling me because why else would he go on about it. My sofa turns up and looked different and no where near comfortable as other but they won't help me because now they have the two seater version with the foam filling and blatantly lieing through their teeth including the MANAGER telling me it was always there and I was shown it can you imagine how outrageous this is and how I feel i can't stress this enough im 100% honest and true full so don't go there because they don't care about you just making money I now know the salesman even make money from selling you the foam filling im not giving up go to the ombudsman

Three pece sweet delivered on the 7th march. Wood cracking every time you sit on it.phoned dfs.they said the would send an engineer out on 24th march. Got an email on the 23rd march saying the appointment had been cancelled. What I phoned there customer service they dint no why they had cancel it.now they say I can't get an appointment till the 9th of April. Shocking service.

Bought a 2 seater and a 3 seater manuel recliner they had to come out twice to fix it how ever the seating a starred it to crease i have only had it 3 months eventually manager came out and tried to say it goes like that.wouldnt return it just fobbing me off they think people are stupid well I refuse so its still on going.

🛑 STAY AWAY FROM DFS BEDS! 🛑
I thought I was buying a good night's sleep, but DFS gave me a nightmare instead.
If you’re looking for a new bed, do yourself a favor and shop anywhere else. The product quality is poor, but the Home Support Team is even worse. They are experts at:
😴 Ignoring emails for days on end.
😴 Giving you the run-around instead of fixing the issue.
😴 Zero accountability once they’ve got your money.
Save your back and your bank account. Don’t let DFS ruin your sleep like they did mine! 🛌❌