Dfs Furniture 

Repeat customers are responsible for a large proportion of a store's revenue. With this in mind I cannot understand why some DFS staff cannot comprehend the end result of terrible customer service. Loyal customers, their friends and family stop spending their cash at your stores. I think Lord Kirkham seemed to have a measure of this. So, what's gone wrong Mr Baker?
I am another very disappointed customer. Like many others who have taken the time to review their disappointment, I have a story of substandard service. I have encoutered a clear lack of interest in all aspects of resolution to my issues . I was not a difficult customer....I just wanted a bit of ownership to be taken.
It is safe to say, I will never set foot in a DFS furniture store again and have encouraged my family and friends to follow suit, to avoid the distress and ruined Christmas we faced. I wanted to score DFS zero stars, this was not possible. So, my star goes to the lovely chirpy, ever so careful delivery men that made my sofa delivery. Thank you.

After following the sales advisors instructions of turning the cushions i didnt expect this would mean daily . The filling is poor quality and after only 1 yr my sofas look like they r 5 yrs old . Will never buy from them again . I work for m&s and will be buying my next one from them because you pay for what you get although i paid £1000 for 2 sofas i could of got it cheaper at argos . All the adverts showing the way they r made they dont show the quality of the materials which is very substandard

I went into dfs croydon, after xmas to purchase a new sofa. on the day we spent best part of 2 hours looking around various sofa stores, i.e harveys/sofoalogy/fab/scs/oak furniture land. an did not see anything we liked. we finally got into dfs about 6.30pm on the day.
after about a minute of being in store a salesman approached an got underway in discussions on what we wanted etc. nice guy very helpful an friendly. even with a 2 yr old running a mock with all electric recliners! got all details sorted an completed on what we wanted about 7.55pm before closing time. cant fault the salesman routine an service .

unfortunately i received a call the day after, an he had made a mistake on the cushions, an had not added the correct ones. he was happy to hold his hands up an admit his mistake. no problem. only issue was that they want an extra £160 for the privilege of there mistake. (upfront ) seeing as i paid a deposit an took option on the finance for the outstanding, i was only happy to do so if added to finance. but not to be paid outright! which is not an option unless go back in an re do everything. except the stores 1 hr an 20 min drive away. so ive had no option but to get a sofa with the incorrect cushions for 2k of my hard earned. due to a store mistake.

we then phoned just to ENQUIRE if colour change was an option. bearing in mind, factory was closed. over the period (what we was told). an only because we went of a picture as they did not have the correct colour sample in store. ( only slight doubts) but we could not speak to the salesman. only a receptionist. her words, "sorry you are now stuck with it" the Items in question come from abroad. welll... the salesman has told me its all from the uk. (doncaster i beleive) materials/hand crafted etc. why would it now come from abroad... either way, we was told the salesman would call back. an still not heard. anything directly from that store. i made a complaint online an got a call. from there head office. that woman was also no good. tried to tell me everything i wanted to hear. but with no solution except enjoy your wrong sofa. il attempt to have the store manager call you....

im struggling to understand what sort of after sales care these sort of big companies have. they brilliant when you walk in the door. but as soon as ya out an they have your hard earned they don't give to sh**s.

appalled at this. certainly would not get any repeat business out of me nor anyone i know personally. an i hope people take note.
my previous sofa come from harveys, could not fault there service a1 through out an did not hesitate to contact me 2 weeks after purchase to update me, make sure was happy with all the sizes etc.

don't always think the main brand is the right way to go when it comes to sofas.. don't learn the hard way!!! an avoid at all costs.

id be shocked if the sofa arrives in the 2-3 weeks we was promised. an if the recliner arrives in the 10 weeks Guaranteed!!!

Travelled to Eastbourne store to look for a modular sofa to replace our old one. We looked around for 20mins staff were either busy helping other customers or the rest sipping coffee and talking amongst themselves. We tried to get eye contact with the staff drinking coffee...no luck! We were just going to leave then I decided I should just ask one of them for help. I asked a man in a blue shirt and glasses for help. He was extremely rude, cold and unhelpful. We left the store feeling very upset and now I never want to set foot in that store again! This is the worst customer service I have ever experienced!

I would ask them exactly what their guarantee covers. I found that it only covers the parts which cannot go faulty like the wooden frame. Its appears that nothing else is covered. The recliner cable snapped within 3 years of owning my sofa. As I had paid £1800 to purchase the sofa including an additional 5 year guarantee for accidental damage I assumed the recliner cable would be covered. It wasn't. It took me 3 attempts to explain to the store assistants what the recliner cable was. After a bit of head scratching they quoted me a price of £20 for a replacement to fit myself. When I was about to purchase the part they told me the actual cost of the cable was £45. I considered this an extortionate amount and managed to get an exact replacement online for £7. They are happy to sell you the sofa but as soon as anything goes wrong they don't want t know. I will be avoiding them in the future and spending my hard earned cash elsewhere.

DFS are happy to help but only until you sign on the dotted line..there after, good luck..

My sofa has no arm as despite several checks on measurements it will not fit in its space. Now according to DFS it's my problem 😐..I was literally told it's 'not their problem'..

The company have shown no empathy and have made no effort to find a solution. They have taken no responsibility for my problem..

The finance has been set up incorrectly due to their error which I now have to go back to them to sort out. Overall I find the staff rude and to have a don't care attitude to say the least..

Purchased the glow corner leather unit, delivered on the 8/12/2016 3 days later we rang the store as leather had gone all baggy, cushions wrinkled trerrible conditon, store said they would send an upholsterer round, he came and to be honest it looked worse than before he repaired it, he stuffed cushions etc, we contacted creation finance sent pictures and they are now dealing with this, we have been informed manager wiill visit in janruary???? this sofa is not fit for purpose, we have requested to cancel our credit agreement, creation are brilliant and will do this for us, avoid DFS at all costs, furniture is CRAP

I've been a long term customer for over 14 years but this time around after spending a significant amount of money on a new set of sofas the aftercare has been shocking!!

Dfs have treated me really bad... staff are very pleasant when selling the sofas and are very friendly but once dfs have received full payment they no longer want to know!

Had a problem with the sofa fitting into the house this took a further three weeks to sort out which was very emotional for me and when I asked for a refund they said this wasn't possible so this had to be dealt with after me making several phone calls and dealing with a number of members of the management team who were very rude.

After this service received from dfs I will no longer shop at this company and I will never recommend any of my friend of family to ever shop at dfs due to the poor service I have received as I would not wish this service on anyone!

we spent 3200 euros on 2 couches we were given a swatch with the colours of cushions etc the main colour silver/grey colour did not come , that was the colour we painted our sitting room to suit when we rang the store they said they would sell us one for 55 euros then 2 days later 40 euros, awfull customer service, after spending that amount of money in their store DfS limerick

I bought a sofa from DFS . It is very uncomfortable due to the poor quality foam and it's not comfortable to still for a long time and your back starts to hurt.
I would never ever shop again from DFS.

I'm someone Who lIves by myself & wanted Just a nice 2 seater but the equivalent to a 3 seater I found one on the sale at £300 I thought that price was Reasonable for me so I choose my colour & other Things and headed to check when it said final total £360 I was shocked so I called customer service according to them it's standard charge when their warehouse is 20 minutes drive from my Home He then went on to say it's because I got the back Cushions Free I'm Like so you would of been selling me a sofa base without cushions he did not comment I said £60 he said this was a charge to bring the sofa into my home and unwrap it I said they don't need to unwrap I'm decorating he said they still charge £60 on The Day of my delivery all They did was Dump in my Hall way £60 to drive 20 minutes and dump in my hall way is ridiculous my sofa was chosen and had to be handmade but the stitching on my back cushions are poor !

Bought the Toward corner sofa £1500 after asking the sales person to confirm that it WAS a modular sofa.....The esquire is listed as a 2+C+2 but is 'modular'. He confirmed this so we signed for it.. 11 weeks later they deliver a broken 2 corner 2.....NOT a modular corner sofa....Store manager in the Cambridge branch was very rude and abrupt just wanting to state.....'you got what was ordered'.....Yes dickweed I got what you ordered...Not what I was sold....BIG....BIG difference, also it is now broken as well........Service manager coming to look at it....Can he show qualifications in this industry ???? NO he probably cant......Avoid this shower of sh1t...they will tell you black is white if it gets a sale....UPDATE....Had a call from head office....Guess what ????...Yep they are passing it back to the store and refuse to do anything about it..Now have pic's of what we were shown....A 'modular' sofa, also listed as a 2+C+2......( sales rep helped me take it appart for pic's as well).....Mupets... Trading Standards been informed, Watchdog been informed, Finance company putting hold on finance...Next step may have to be TFO if not resolved this next week..Have enough proof now

My experience is shocking! I had a service manager visit my home from Enfield branch, he assaulted me in my own home. Head office is useless with help, I'm stuck with unsatisfactory goods only after months of purchase! ! Whatever you do don't shop from here, there are many stores that offer great products as well as great customer service

We bought two sofas a chair and a footstool from DFS in Stoke Upon Trent - It was the suite actually in the store. When we bought it we queried with the sales assistant whether it being a display item made any difference in regard to warranties etc. He assured us it did not as it was a new suite. Thus satisfied, we oredered it. Upon delivery it was dmamged by the delivery men, who scratched the top of the three seater and tore the leather on the back. The damage was so severe that they actually damamged the door frame. Apparently the sofa should have had protective wrapping - Which it did not, and the sofa actually comes easily apart if it won't fit !!
However, we took the philosophical route - Accidents do happen, we telephoned the store as soon as the delivery men had left and explained. We also took photographs. The store told us they would have to come out and see it - they offered ridiculous dates - We insisted that they came out sooner - Eventually they agreed a day - If you are expecting any form of decent customer service - Forget it!! We had to fight for an a.m. visit.
They agreed it was damaged, but refused to replace it and would only repair it, stating that as it was "ex-display" it had attracted a discount. We argued this saying that they had damaged it, they should replace it. We then got them to search for another ex display to replace it - They found one, but refused to split the set it was in and said the leather would be from a different batch and so wouldn't match ours - Really - Well then how was the repair going to match?? That too would have been from a different batch!
They also tried to force us to take a credit note!! They initially told my husband that they would note refund - I called them and insisted on a refund - Suite sent back and a new one ordered from a different company - Avoid this company at all costs!!!

My Email To Customer Services-

'We are buying a £6k sofa so expect the level of service to be 10/10. We made an order and just found out on Saturday our finance was refused due to electoral role data. We accept this and are happy to pay cash. 1. Online it was showing that the order finance has been approved and the sofa is being delivered. Why has this misinformation been given to us giving us false hopes? 2. We were repeatedly called during the day by the sales representative. A female. She was desperate for a payment of £200. She called my son continuously all day at least 5-6 times asking for payment. He replied that it was his day off so he will try and provide them at a later stage. Why was she calling on a Saturday? Why not wait until Monday. Saturday is a day off for most people. 3. She tried to call him from the office number but he was busy as we had guests over. She then very slyly called from private number. He did not pick up as he was busy with family. Why was she so sly in the way she made her phone calls calling from a blocked number?. Why not be patient and wait until Monday? 4. She then called me from private number. I had many guests over and thought it was some family member. When i picked up the phone she demanded the credit card details. I was in the middle of cooking for the family and serving and my son was very angered that this lady is called at 7Pm on Saturday for credit card details. Why was she calling so late and why didn't she just wait until Monday? Was this £200 that she required something life or death? No! I am disappointed to say the least. If this is not dealt with i will be posting honest reviews online and cancelling my order to reflect my experience and posting on my social media.'

Spoke to Hannah at customer service. She had not even spoken to the sales woman involved. Completely defended the action of the sales woman without having even spoken with her.

I can not believe she has the audacity to speak in the way she did.

I would avoid these guys at all costs. We will be cancelling the order.

Absolutly Shocking Service From Hannah Customer Service

Purchase from dfs April 2015 put in a complaint about bad quality on both corner sofa and swivel chair December 2015 even went to trading standards and ombudsman dfs wouldn't entertain any of use even insurance that dfs gave me agreed that it was poor quality paid a lot of money for this anyway I am left with a sofa that I put throws over cause it is an eye sore to look at and in the end they said if I give them between £270-£290 they will then repair the sofa would not recommend buying from dfs again

Bought a sofa from DFS in the summer. Had it delivered but seat cushions were odd sizes and didn't match. Requested new ones eventually in November they came to the house with replacement ones. Very rude guy no customer service skills, tried to put existing covers on new cushions and was dragging them all over the floor trying to make them fit! Even tried to turn away so I couldn't see! I told him they were no good and he kept huffing and puffing, no apology at all. Spoke to DFS who have said they'll order some more but it's been 6 months in total with a wonky sofa - not acceptable. Refused To give any money off due to faulty sofa too. I do plan on taking this matter further. Terrible customer service they've had the money they don't give a monkeys!

I purchased my 2 1/2 grand sofa in september from the Gateshead store... having looked at this for some time - I thought i'd make the plunge and invest in a sofa that will last the distance... and this beauty was the one.

I went to the store in September and met a young sales assistant who told me about some wear and tear, how real leather staines easy etc... the sale itself was a breeze. - Even got free delivery.

October arrives... and after some moaning by the delivery men about delivery to an awkwardly shaped upstairs flat (and had to have the door kitchen door removed!) It came, was put together and oh happy days.

Now we all know that leather stretches when hot, and seats deflate and re-inflate depending on how long you sit/get off them. we know to sit on each seat to ensure even wear.

It's now December, I have had my sofa a few weeks and well... the quality is horrific - quite simply the stuffing is naff... hardly any. You can't sit on one seat as it squashes un evenly tipping you into the seam of the two seats. The leather is stretched and you're almost in the fetal position with you knees coming up. It's terrible for my posture and ailments... quite simply can't sit on it.

This is not the sofa I sat on in the store, which was firm, and trust me over the many visits to try before buying.... the filling in the show room was in abundance and made to quality.

Tried to contact the manager on numerous occasions... never called back.

Had someone out today to have a look at my sofa as not happy with one of the seat cushions as it is all worn and shiny and the arms have not got much padding and you can feel the wood. I was told that the seat is due to the cut of leather and they can't do anything about it, which I've never experienced before and I've bought really cheap sofas in the past not expensive like this one. I was told that the arms are like the way they are because I don't plump them up and it is normal to feel the frame on them. I found him very very patronising as he repeated himself about 7 times regarding the plumping up which really a annoyed me. Can't believe I was stupid enough to firstly by a sofa from here and secondly paid extra for insurance for the privilege of them not caring less and blaming everything on the salesman!

Bought sofa from Sunderland store albeit an ex display model was told if I took the spray protection I would get a discount even offered a demonstration of how this worked. So went ahead with deal. Was told by Dan sales man that this would be sprayed in next couple of days and then delivered. After sitting on deck chairs for 9'days the sofa was delivered. After the delivery guy left we noticed a huge rip in arm of chair the underneath was also ripped and a leg was damaged. The leg I knew about and had been promised this would be changed before delivery. Anyway obviously due to the serious damage to arm we immediately contacted the store to cut a long story short dan admitted he knew the sofa was badly damaged before it left the shop and that it should have been repaired and that we should NEVER have know about it. Huh? I then asked if it had been sprayed as I had paid the extra £199 for this as surely if it had, the damage would have been picked up then dan admitted no it had not been sprayed either after I had paid for it. So agreed refund of the £199 and someone would be out to repair it ASAP HAHAHA after several calls to Dfs customer service I am still waiting for my refund and repairs, baring in mind it is now the 27th November and the refund was supposed to be raised straight away on the 3rd November better still Dfs customer service tell me that the refund takes between 10-14 WORKING DAYS I paid cash in full with debit card. Now according to Dfs customer service it is for my own protection that they hold onto my money for so long and that i was not paying for my sofa to be sprayed but for an insurance on it phaaaa jokers! PLEASE PLEASE PLEASE stay away from this company they have no morals or business ethics. Yes I will be taking this up with the furniture ombudsman whilst I wait as they hang onto my money "for my own protection" and we sit on a damaged sofa in time for Christmas. Nice one! DFS I think NOT