DFS
reviews and complaints

The soffa we just ordered was such good quality stylish and unbelievable value for money. We needed it quickly as we had purchased a Sofa from Made.com that we were really disapointed with. However Dfs were able to identify a sofa available for immediate delivery.

Thanks Dfs much appreciated may be you can advise Made.com how to look after their customers

I've used DFS twice to buy furniture and have found the company to be easy and stress free to deal with. From the intial phone purchase through to the delivery guys the staff are polite and friendly. The sofas I've bought have been good quality and carefully delivered. Plus the company offers the chance to pay for your furniture interest free for up to 4 yrs if you need to... that's great service. I'd have no hesitation in using them again.

AVOID AVOID AVOID! YOU HAVE BEEN WARNED!

Absolutely awful! Ordered 2 sofas online cost over £4700. Within 4 months the recliner failed, told it was a motor. Had to wait over 10 weeks for the part and have it replaced.

At the time told DFS advisor not happy with the sofas, she first of all had the audacity to try give me the third degree about the sofas and then said a store manager will call within 72 hours! 72 days later, STILL NO CALL!

Less than 2 months later, the same recliner making a noise and dipped.

RAISED a section 75 and low and behold they've called me! Only to say they gonna do sweet FA, but we'll send a service manager out!

Like leaches when you go instore, but they don't want to know when things go wrong!

Paying for a BESPOKE sofa that has failed within 4 months and uncomfy like hell! All they do is shove the 2 yr manufacturing warranty down your throat!

AVOID AT ALL COSTS!

IF YOU CONSIDER BUYING FROM DFS, YOU MIGHT AS WELL THROW YOUR MONEY DOWN A DRAIN!

Don't buy DFS SofaCare Insurance - Don't believe what the sales people peddle when selling you this 5 year insurance policy. We were led to believe our sofa cushion's could be refilled within 5 years if they sagged or lost shape... 3 Years in and our sofa cushions have sagged considerably - After spending days trying to resolve with emails and phone calls to DFS and Guardsman, we're NOT covered. SAVE YOUR MONEY, DON'T BUY SOFACARE!

I do not recommend DFS for anyone! My experience was the worst and all I get from customer service,

If you are not happy with your purchase you can get another opinion or you can sell you sofa privately! I will be going to ombudsman for sure! But just wanted to make people aware that DFS is the worst company that you can go with!

Date of experience: 14 October 2023

The ongoing saga continues...

DFS took payment almost instantaneously for an item ordered on the 27th May 2023 which has never materialised, (pardon the pun), and now to that I have cancelled the item and requested my money back they tell me it will take up to 21 DAYS' to refund to my account...

Maybe it will take the same length of time as the invisible item to arrive if previous experience is anything to go by.

I their email DFS has the audacity to say "we are sorry that the cushion took longer than expected, should you consider changing your mind I would be happy to reduce the cost by 50%".

Took longer than expected, it NEVER arrived - FACT;

Happy to reduce the cost what an outright joke, if it wasn't so laughable it would border on insulting.

I would like to 'thank' DFS for Absolutely NOTHING!

I would suggest and recommend to everyone I know, to shop elsewhere, Furniture Village springs to mind

So, after waiting what seemed like forever, I finally received my brand spanking new sofa bed from DFS (dfs.co.uk). With high hopes, I unwrapped the cushions and was immediately disappointed to see that they were of very low quality. In just a few short days they already started to look like they had been around for a few years. I was also less than impressed with the mattress. I definitely wouldn't offer it to anyone in my family to sleep on even for just one night. There was little to no cushioning inside which made it extremely uncomfortable.

To add insult to injury, when I tried to get in touch with DFS customer service in Milton Keynes about my grievances, I was put on hold and left waiting for ages. In fact, when I called back minutes after a missed call from them, there was no one there to answer the phone. What kind of customer service is that?

To cut a long story short, I wouldn't recommend DFS to anyone. The experience was terrible from start to finish, and I wouldn't take one of their sofas for free if they offered it to me. Save yourself the money and the stress and go elsewhere where you can get good quality and decent customer service.

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.

So, we got ourselves a sofa bed from DFS (dfs.co.uk) a few months back through the internet. But because of COVID, we weren't able to have any visitors around for a while, so we never got to use our new purchase until about a month ago when we tried it out for the very first time. But, it turned out that the sofa bed was really uncomfortable, which was disappointing, and we had to go out and buy a blow-up bed for the weekend instead.

To try and resolve the problem, DFS sent out an upholsterer to take a look at the sofa bed. He said that the sofa wasn't damaged and there was nothing he could do to improve on it. He also remarked that most sofa beds are not fit for purpose due to their structure, and that people should really try them out in their own homes for a few months before making a final decision.

Since then, I contacted DFS and spoke to Paul, the manager of the Carcroft branch. However, he said that we were outside of the 28-day return period, so there was nothing that they could do to help us.

I would really appreciate some legal advice on this matter. Please let me know where I stand legally with this situation.

Got our new sofas sorted with DFS on 25th of July. The sales dude promised that it will take about 12 to 13 weeks to arrive but also mentioned it might be quicker.
Fast forward three months, Tracker tool that they gave us were completely useless. The numerous times we ended up calling customer service only resulted in them spewing out a bunch of different excuses. First, they said that there was a shortage of foam, then they announced that the shipment went missing, and last week they blamed it on not being able to dock.
Then it was promised that the sofas will get delivered by Friday, the 20th of November. But guess what? They had to "reschedule" for the 25th. How convenient, huh? I had to take annual leave to make sure I was home to be waiting for these sofas that haven't turned up yet on the "due date".
I don't even trust if the furniture will arrive at all, to be honest. They haven't given me any reason to believe that they can pull off a successful delivery. Their empty promises from the sales team and their unprofessional attitude towards customer service only blew me away. As if it couldn't get worse, I even received an email from Harry Unis who is the 'head' of customer service, insinuating that lockdown will not be affecting any estimated delivery dates despite the fact that our delivery date was already overdue at that point.
I would not recommend this shambolic company to anyone, especially when their Head of 'customer service' talks about rubbish that makes no sense. They are ridiculously terrible — don't waste your time with them!

I just received a suite from DFS (dfs.co.uk) and I'm sorry to say but it came in with a lot of bad seams and large scratches. According to the sales of goods act 2015, damaged furniture on delivery are legally to be refunded or repaired if the customer agrees. So, I followed the law and did what I was supposed to do. I asked for collection and a refund, but it turned out to be a big hassle. I made around 30 phone calls but was regularly put on hold after 20 minutes of waiting for an answer and then cut off. I wrote over 20 emails but got no response. I was so fed up that I even put in a cash claim back with my bank card provider. Now, I'm taking legal court action through trading standards. They've told me that they regularly have these cases from DFS UK and Ireland, which is so disappointing.

They are ignorant liars and couldn't care less about their customers who pay cash for their dreadful products. I'm disabled and on borrowed time but they just do not give a damn. From May 2021 to November 2021 and still fighting with them, it's been a long journey. I will have to show emails and photos of damage to our front door frame and new floor which was just a couple of weeks before delivery. Their so-called easy glide came off and destroyed the new floor which will cost 500 euro to repair and front door frame 1000 euro. But that's not even it, we spent 3000 euros on the suite.

It's just awful how they take advantage of their customers and don't care about the consequences. I wouldn't want anyone else to go through this kind of trauma. So, if you're thinking of buying from them, be warned and remember, you're not alone with these cowboys.

I recently ordered a super king sized bed and mattress from DFS (dfs.co.uk), and was told that it would take up to 8 weeks to be delivered. Personally, I thought this was a bit too long, but as my wife really loved the look of it, we decided to go ahead with the purchase.

When the mattress arrived, I found it super alright. The mattress was so comfortable that it seems like a good investment despite its hefty price tag. However, we still hadn't received the bed by the promised delivery date.

Then, I received a text message from a company with a strange name and a telephone number to call. I gave them a ring and informed them that I could only accept the bed on Fridays as I refuse to take time off work for such things. But, the girl on the other end of the line told me that delivering on Fridays was not part of their policy and would take weeks before this could happen.

I was very disappointed and frustrated with the situation. I had to call the suppliers and courier company myself to find out what was happening to my order. But, after all this time, still, there was no bed in sight. It has been approaching nine weeks now since I ordered the bed.

I hoped that DFS would show some sympathy and give some assistance, given the absence of the bed after all this waiting. Unfortunately, nobody got back to me, leaving me feeling neglected and more irritated.

To be honest, I'm utterly disappointed with the whole process so far. I'm not happy with DFS's service, and I need them to prioritize resolving the issue with urgency. You get me?

Getting a new sofa is an exciting time, but the experience can be both good and not so good. We visited a DFS store and found the service we received to be ok, not necessarily great, just ok. However, the salesperson who assisted us was friendly and helpful once we finally found someone to assist us. We waited for two months for the sofa to be constructed and delivered.

The real problems started when we had to organize the delivery of our sofa. We were quite disappointed with the phone call we made to DFS to arrange delivery – the person who we spoke to sounded quite rehearsed and artificial. They dictated that we had no choice as to delivery date and it would be "all day Sunday." This statement proved quite ambiguous because the delivery time could be from 8am-6pm, which was not convenient for us. They did promise that we would receive a text message the night before advising us of the three-hour delivery window, but in actual fact, this text message never arrived. To our annoyance and frustration, the delivery team arrived at 8am sharp on Sunday, which was the earliest time possible.

The way in which the delivery of the sofa was handled was very poor. The delivery guys arrived in a hired van, and they appeared to have collided with every obstacle in their path, including the garden gate and the garden wall just to make an unfavourable start. The list of obstacles seemed endless, including the step at the door, the door frame, the wall, and even the internal doors. Looking at these concerning mishaps, we feared the worst, thinking the sofa must surely have some damage, but to our amazement, it seemed to be ok once they removed the plastic and cardboard wrapping.

We were very unhappy with the delivery charges from DFS, which came in at a whopping ?75, and we didn't feel like we got our money’s worth from the service. The manner of the person who handled the delivery slots was pushy, which put us off. Additionally, the all-day Sunday delivery slot was unfair to their customers. However, the biggest issue was the unskilled way in which the delivery was handled. Regrettably, we would not consider ordering from DFS again, as their delivery experience was quite poor.

So, I jus wanted to share my thoughts abt DFS furniture sto in Brentford, Londn. Back in Octobr 2020, I ordered a sofa from them and tbh, I wuz pretty happy wid the delivery service and all that jazz. However, by the time Novembr rolled around, I noticed that some of the leather on the sofa was faulty. I contacted the Brentford branch and they sent someone over to inspect it. They told me that it wuz covered under warranty and that they would fix it or replace it if necessary.

They came back and tried to fix it a few days later but it didn't seem to work as the fault came back. So, In Jan 2021, I contacted DFS again and that's when the problems started. It's now been almost 6 months and I have exchanged several emails with them since then but all they do is ask for my order number or for pictures of the fault, which I have sent several times already. They don't even have the decency to confirm that they have received it or give me any update on the next steps.

I have to constantly ring them up and all they seem to do is ask me to resend the same information over and over again. Honestly, I think the Brentford branch is absolute rubbish and I would never recommend them to anyone.

To make matters worse, the sofa I paid ?5000 for is now faulty and they are doing absolutely nothing to help me. I didn't pay so much money just to use a faulty product for a year and who knows how much longer. I have contacted them for 4 days straight and they keep promising to call me back but they never do. I even paid for a third party extended warranty but thanks to their terrible customer service, it's completely useless.

In conclusion, I would advise everyone to avoid DFS as they just don't seem to care about their customers once they have taken your money. There are plenty of other good furniture stores out there that actually care about their customers and provide good service.

I would like to share my experience with DFS, an online furniture store. On February 14th, I placed an order with DFS and was informed that my items would be delivered in April. I chose DFS over other competitors because of their quick delivery time, which suited me better.

The order was made on finance, and everything had been approved and accepted. I called several times between February, March, and April to check the order status and was told that everything was running on time, allowing me to schedule a date to dispose of my old sofas.

However, my experience with DFS customer service was not a satisfactory one. On April 14th, I requested a manager to call me as I had not heard from anyone regarding my delivery. I called repeatedly and waited for 72 hours, but still, no one called me. I had to call again and speak to a staff member named Danny who informed me that my order had not gone into production because the finance company had not provided full details. This was shocking and frustrating.

Danny tried to push the blame on the finance company for the delay, but I believe that as a customer, this issue should have been picked up by DFS staff. I had wasted my time and affected my credit score, all for nothing. DFS has left me without any sofas, and I would never recommend this company to anyone. Their customer service was poor, and I was disappointed that a manager could not call back within the 72-hour period specified by DFS.

I am now waiting for a call back from DFS on April 19th to discuss my order and a way forward, but honestly, this experience has left a bad taste in my mouth. It baffles me why this wasn’t made a priority as it has affected me greatly, and it seems like DFS does not care about their customers or losing our business.

Despite my poor experience with DFS, I still hope that they would improve their customer service, and their delivery timescales in the future. It would be nice to know that my comments have been taken on board, but as of now, I am still waiting for that call back.

DfS is a Company I have heard of due to their adverts on the telly. I finally decided to give them a try and I was really disappointed. The sofa I ordered for my daughter was supposed to be delivered on a Saturday between 1 pm and 5 pm. I waited all day long and no one showed up. No notification or anything! I ended up calling customer services and their computer system was not giving them any information on the delivery. The advisor apologized but said that they couldn't deliver until the next available slot which was on Thursday. What? This was just too much! I had work and could not stay home to wait for them. Luckily, my daughter wasn't heartbroken but I was definitely frustrated. These people are so unreliable and disorganised. I will be visiting them the next few days to give them a piece of my mind. This whole experience was a complete joke!

You know, if you're looking to save some dough, you might wanna steer clear of DFS. Personally, I ain't too impressed with the quality of the leather they use - it's cheap stuff, ya know? And don't even get me started on their guarantees - they ain't worth squat! I mean, I had this one sofa from 'em and wouldn't ya know it, the darn thing started peelin' after just three years. Now, I ain't no expert or nothin', but I've had other leather sofas before (none from DFS, mind you) and they lasted me a good fifteen years without hardly a scratch on 'em! And let me tell ya, their customer service ain't nothin' to write home about either. Seems like every time I call 'em up, the folks on the other end of the line are readin' from some sorta script or somethin'.

Wow, I gotta say, I had a really weird experience with DFS. I wanted to get a new sofa, so I went on their website and ordered one. I was super excited and even started decorating my living room in preparation for its arrival. But then, after waiting for 10 long weeks, I got an email saying that my sofa would be delayed by another month. Can you believe it? I was so disappointed!

But, as if that wasn't bad enough, a few days later I received another email saying that DFS had "accidentally cancelled my order"! What a nightmare! So now I was back to square one. I mean, what am I supposed to do with a half-decorated living room and no sofa? It was a total disaster.

The only good thing about all of this was that DFS offered me a 10% discount on a new sofa, but honestly, that's not enough to make up for all the trouble they caused me. I mean, who knows how long it'll take for them to deliver the new one? And what if they mess up again?

All in all, I really don't know how DFS stays in business with all the mistakes they make. It's just bizarre and dreadful. I wouldn't recommend them to anyone.

This is my second suite from DFS and unfortunately it has arrived faulty, just like the previous one. It's disappointing to pay a premium price and receive a poor quality product. I learned that all the products are (D)irect (F)rom (S)hanghia. I have noticed that the padding is sagging in a matter of days and the electrical recliners seem to never work properly. My attempts to contact the manager have been unsuccessful, as it seems like he is hiding behind one of their settees. It would have been nice to receive a response after expressing my concerns. I suggest saving your money and shopping elsewhere for better quality items.

Honestly, DFS ain't worth your time. Once your gear gets to you, nobody gives a toss if it's trashed. And don't even bother ringing them - you'll spend at least thirty minutes on hold before they promise to call you back (spoiler alert: they never do). If you order anything other than a sofa, it goes to some other supplier who ain't even bothered answering the phone to anyone - DFS included. It's all toss, really - spend your hard-earned dosh elsewhere.

I went to DFS Norwich to get myself a corner sofa and armchair. All in all, I liked the process of buying it in the shop. The staff were friendly, and they helped me out. But when they delivered it, I found that one part was ripped. Oh dear, what a kerfuffle!

I tried to get in contact with the shop for over a week, but they didn't get back to me. Can you believe it? They then said that I had to keep the damaged part of the sofa! I was like, no way, I'm not paying for something that's not tip-top. Then they said I could accept it if they gave me some compensation, but they wouldn't tell me how much. I mean, come on, tell me the figure!

In the end, they took back the good piece of the sofa, and they said it would be sent back to the factory. Okay, that sounds good, I guess. But now they're not telling me when it's going to be delivered. Ugh, I just want my sofa!

Overall, I liked the shopping experience at DFS Norwich, but the delivery drama was a bit of a letdown. Hopefully, they sort out the delivery soon, and I can enjoy my sofa and armchair without any more fuss.