DFS Furniture - Birmingham Avis 

We recently purchased two furniture sets from DFS after moving house. Balle was very patient, friendly, and gave us great advice throughout the process. We’re looking forward to receiving our furniture in 8–12 weeks. Thanks again, for the excellent service!

RE: Order number 45D1R4780
I recently purchased two sofas from DFS, and what should have been a happy moment turned into one of the most frustrating customer experiences I’ve ever had. I was genuinely excited for my new furniture — but that excitement disappeared the moment I saw one of the sofas. It looked used, worn, and dirty, as if it had already lived in someone else’s home before arriving in mine. I felt shocked, disappointed, and honestly heartbroken that something brand‑new could arrive in such a state.

When the inspector came to examine it, the experience became even worse. He spent barely two minutes — literally two minutes — looking at the sofa before saying he couldn’t see any issues. The speed, the dismissiveness, the complete lack of care… it felt like my concerns didn’t matter at all. I stood there feeling invisible, like I was being brushed off without even being given a fair chance to explain.

Then came the store manager. Instead of understanding or offering any real help, I was told they would not replace the sofa. The tone was cold, rude, and completely lacking empathy. There was no apology, no effort to reassure me, no attempt to make things right. Just a blunt refusal. The whole interaction made me feel disrespected and utterly let down.

This wasn’t just a product problem — it was a painful customer service experience. I expected professionalism, care, and basic respect, but what I received was dismissiveness, inconsideration, and a complete lack of responsibility. I walked away feeling upset, unheard, and extremely disappointed with DFS.
I have added order no let see what you got..

Sandra the sales person was extremely patient and most helpful. Nothing too much trouble

Staff were warm and very receptive to the fact that we had to change our minds from shopping around. Sandra please keep up the great job. It was nice transacting with you

The lady who sold us the sofa was very helpful & explained everything in detail thank you

Great customer service from Jimmy and another worker forgot to take a note of his name. But overall a great experience.

Met by Sandra who took us through the whole process, start to finish.
Very professional and pleasant

Excellent service and very friendly

I recently visited the DFS Birmingham branch and had a fantastic experience, thanks to Bal.

Buying a sofa when you have specific requirements - like needing a hard-wearing fabric that won't crease, durable cushion interiors, and getting the exact right back height to fit beneath wall panelling can be overwhelming. Bal was absolute perfection from start to finish.

He was incredibly knowledgeable about the range, patient while I explored my options, and efficient without ever making me feel rushed.

His expertise and practical advice completely sealed my decision to go with the Tennesse in the Delaware fabric. It offers the exact hard wearing, vintage leather aesthetic and low profile height I was looking for.

If you are visiting the Birmingham store, I couldn't recommend asking for Bal enough. Outstanding customer service.

Kiran is such a lovely and caring guy. He helped us all through to design my living room with a beautiful set of sofa

Excellent service and quality of items. Extremely knowledgeable salesperson

Kev from the Birmingham store gave great service.

Was served by Shaun, excellent customer service

Jimmy provided me great and knowledgeable assistance and advise for the best choices i had available.

Calm atmosphere, my order was explained to me in detail and the paperwork was easy to understand. The staff were helpful and friendly, it pays to see the colour first hand as on line you don't see exactly the shade you require. After viewing the colour catalogue at DFS I had to alter my choice of scheme.

No pressure selling. Helpful staff member (Jimmy) gave detailed information and how the order process works

No hard sell. Excellent details given and very efficient. Staff very polite and professional.

Lovely lady very helpful.Explained all details carefully.Made buying a pleasant experience

Excellent customer service