DFS Furniture - Belfast Reviews 

We cannot praise Sean highly enough, he was so helpful, knowledgeable and explained the whole ordering process. From we went through the doors he was friendly and professional. Cannot wait to take delivery of out new suite!

Had another great experience with DFS and especially Thomas from the boucher road branch. We dealt with him years ago when we bought our corner sofa and recently contacted them to add the footstool. Thomas couldn't of been more helpful, he was friendly and made the process easy
Would still recommend them 4yrs on

Sean was very helpful and was able to assist us our purchase

Robin was very helpful throughout the process if i didnt understand he explained it slowly very happy with the customer service thank you Robin patricia mc callion

I had a wonderful experience when visiting DFS on the Boucher road in Belfast.
I had called on 2 occasions and both times looked after by a lovely lady called Anne.
She was so helpful and pleasant and couldn't do enough for me.
I bought a lovely corner sofa which I am looking forward to being delivered to my home.
Thank you DFS.

We received fantastic service from Anne at the DFS Boucher Road store. She was warm, approachable and very knowledgeable, and she patiently guided us through the different options until we found the right sofa for our new home. We never felt pressured or rushed, and she made the whole process straightforward and enjoyable. Thank you, Anne, for making our visit such a positive experience!

Sophie was very helpful to us and friendly nothing was to much thank you looking forward to receiving our new furniture thank you

Very friendly staff and very informative

Very professional staff, Connor dealt with us, just the right amount of small talk and met all our needs.

The sales man Sean.

Great customer service ,great choices

Ciara was very helpful and knowledgeable. She was also very patient with me and helped guide me through the credit process

Staff very helpful

THE GOOD!

We have recently moved to Northern Ireland from UK mainland. Prior to moving, we'd visited our local DFS several times and had decided on the Ada range. Looks absolutely amazing, very modern and exactly the look we were going for. We liked the fact that it looked beautiful and was incredibly supportive and comfortable. PERFECT!

Once we'd moved from UK mainland, we visited the Belfast store. We were greeted by Eva, very helpful member of staff. We already knew what we wanted and tried out the Ada chaise and chairs in store, very comfortable. We immediately placed an order for the large chaise sofa and 2 matching single chairs. Eva discussed furniture insurance, delivery time frame of up to 10 weeks etc! Eva could not have been more helpful, we were very happy with the instore service we received.

THE BAD!

Furniture was delivered in a timely manner. Two very polite delivery men unpacked the furniture with care and took away all packaging.
After they had gone, we tried out the chaise sofa. Straight away we could see that it did not feel the same as it did in both the stores, we'd previously visited. The foot end of the chaise dipped, as did the head end. It was incredibly uncomfortable. It was like comparing peas and carrots. I could not believe how different the store one was, compared to what we received.
We visited the Belfast store within 24 hours. We sat on the Ada chaise, this confirmed that the furniture we had received, was substandard and not of equal quality. We spoke to Thomas and explained the situation, he was very kind and empathised with us. He organised an engineer to visit us the following week.
Once we got home we decided to reject the furniture and requested a full refund. We sent an email to customer services immediately. We also contacted our credit card company. They advised that DFS need to be allowed to put things right and to allow the engineer to inspect the furniture. At this point then if required, they would refund us and take the matter up with DFS directly.

After 10 days, the engineer arrived. He was horrified when he saw the state of the workmanship, cushions, twisted, lumps and bumps, chaise dipping and seats puddling. The sofa looked like it was 2 years old and had been made by the apprentice. For £4,500k we expected better. The engineer took pictures and said a full report would be made within 72 hours!

THE UGLY!

Jonny, the assistant Belfast store manager contacted us. We were taken aback by his arrogant attitude, no apology, no update on the report. He said he would send over an email with our options. We received the email within a few minutes. Our options were: reject and get a refund, replace or fix. He requested that we confirm quickly and he'd deal with it. Again, no apology.

We decided to rejected the furniture and requested a full refund.
After 3 days, we'd not heard anything from Jonny, so contacted customer services. They advised that they would request that the store contact us.
Jonny contacted us later that day. Again no apology for the inconvenience caused to us. He stated that he had referred the matter to the area manager for a full refund.

We believe rightly or wrongly, that the customer experience when purchasing is excellent. Once there is an issue, you become a problem that they don't really want to deal with!

The final issue, was trying to get the furniture removed. We had managed to secure new furniture elsewhere, which was being delivered within 10 days. It took several phone calls to customer services, who advised us that the store manager would contact us later that day. He did not. We ended up escalating the situation the following day, with customer services. Finally, Jonny called and said that the removal team would be in touch, after a failed pick up and further calls to customer services and the threat we would visit the store and talk to the manager in person, finally, after this escalation, the furniture was eventually removed. This caused us so much unnecessary stress.

The whole point to this very long saga is that not once did Jonny apologise, he was arrogant in his approach and we feel he needs to take lessons from his sale staff who were excellent and very helpful.

As my husband stated to Jonny.....'Communication is always Key!'

Staff gave sufficient time to wander and test out what we were looking for. I think the staff members name was Thomas, but he was brilliant. Diplomatic, realistic, humorous. He had the sofa we were looking for, and gave us brilliant reassurance.

Lynn was extremely friendly and helpful. She took her time and explained everything even with our 3 year old interrupting her asking for baby shark on her iPad! Purchase went smoothly and we can’t wait for our new sofa to arrive. Thanks

Eva was fantastic. Really informative, helpful and friendly. Made the whole process very easy. First class service and brilliant customer service!

We were made to feel relaxed no pressure into picking anything. Everything was explained right down to how to look after the furniture. Sarah was very pleasant and was able to answer our questions