DFS  Reviews 

DFS poor customer service and poor quality
After guaranteed Christmas delivery finally got new recliner suite (cost £4000) on 3rd of jan ruined my xmas and new year only to find a recliner chair not working properly making a crunching noise Engineer came on 7th of Feb and could not fix and said parts would take 2 to 3 months to arrive. Contacted DFS end of April and was told it would be May parts were due in.
After numerous calls and emails Phoned customer service on 15th of May and asked for a full refund or replacement suite as it was now four months since I received it was told they would get back to me within 72 hours . They messaged to say parts have been ordered and should arrive soon but cannot guarantee when . I am not happy having a brand new suite repaired and have now no confidence in DFS after waiting so long so I am requesting a refund or replacement Hopefully you can fix this please. Customer service manager said couldn’t get refund until another repair was attempted and would be informed when parts come in engineer finally came out end of May and after 2hours managed to fix it (fingers crossed)
Suite not comfortable I would not recommend DFS to anyone

Bought a sofa from DFS recently keep going wrong the heat pad keeps stop working allowed DFS to repair it 9 times gone again told them no refusing to another repair as it will be 10 times asked for a refund .answer no will just keep.repairing it. Although not fit for purpose as it has a fault decided enough is enough gone to the furniture ombudsman hopefully these will solve the issue fingers crossed but .I .don't think I will use them again as they are a terrible company take your money and pass any problems to someone else don't waste your money .you earn this money to have something nice and when it goes wrong you expect a big company like this to look after the customers they would not like it if it happened to them if DFS would offer a reasonable partial refund I will be happy with that but they haven't so it's staying with the furniture obusman

I had a complaint about my sofa, only just over 12 months old ,cleaned and cared for by the products from dfs ,peeling leather and now left with bald patches ,I made several phone calls but only got to speak to the store people twice from the Bolton store,I felt they had a speel all set up ,no matter what you said it was a cleaning error by me,I feel cheated, but will KEEP FIGHTING MY CORNER.
WE MUST KEEP AT THIS AS ITS NOT FAIR

Worst company especially Mark at rotherham branch have ordered us wrong colour and not admiting fault we are stuck with wrong colour sofa cost me over £3000 ordered in January received now after 15 wks

I placed an order in January 2025 it’s now 10/05/25 and still waiting. We have received many calls and emails promising a delivery date only to get an email after a one ring on the morning of delivery explaining why the delivery won’t happen ( driver sickness - load issues i.e the usual old nonsense ). We have asked them now to not contact us until they actually have our sofa ready for delivery. They usually contact customers and arrange delivery dates based on the “expected” date of arrival to their distribution centre .. imagine if the Post Office or Amazon etc adopted this idiotic policy ?.
We now check the distribution centre online to check on the expected due date, which seems to always be a few days away !.
Luckily we were able to stop family, friends and work colleagues from ordering anything from DFS and I am pleased to say they are now enjoying their new furniture.

We’ve bought DFS sofas for over 30 years with no problems. The sixth sofa (leather recliner) delivered early this year cost £2500 and was so uncomfortable that we developed lower back pain using it. The material was different to the one in the showroom too as it gripped our clothing when we moved around on it. Raised a dissatisfaction complaint via the CEO which led to calls and visits but they would not take it back without us paying them 65% restocking charge. I’d rather give it to charity than do that. They will never receive our custom ever again. They have a customer statement on their group website that says customers are at the heart of everything they do. Complete nonsense. We are now looking elsewhere for a new sofa. Buyer beware.

The dirty shoes of the delivery man have spoiled my carpet, which is a light shade. In addition, a light shade was smashed and now I have to replace it. The delivery man was also very rude and failed to apologise for any of this.am very disappointed.

Sofa took 15 weeks as they told me they sent my first order to another customer so it had to be reordered. New one delivered no brackets to connect sofa together, sofa made up of two different fabrics and recliner doesn’t work.

Since writing on truste pilot dfs contacted me saying a manager from Brent Cross would contact me they never did solicitors need to set up a No Win No Fee group to compensate all the customers DFS have ripped off there must be a solicitors firm out there

I ordered a chair and a 2 seater electric recliners. Nearly £2000, salesperson tried to sell insurance, rugs and more. Delivery cost £120, asl liked the furniture I went ahead with the sale. Delivery up to 7 weeks or could be sooner by DFS ' trusted partner'. Message arrived from carrier, delivery on 18th April. So I arranged for Salvation Army to pick up my existing furniture. Another message arrived, Delivery now 26thApril, no apology or explanation. I phoned DFS asking to speak to the boss of the Sunderland store. Woman I spoke to refused.I asked for the boss to phone me, again refused. But she said she would contact carrier to bring delivery forward. Now remember this, DFS online site claims QUICK DELIVERY. I found the name of their CEO, Tim Stacey, I asked how I could contact him? No I couldn't contact him. Oh dear, poor service all round. Yet the staff do not appear to care that this leads to less customers.

Absolutely amazing company leather sofas from here are so well made and look fabulous, well made well finished and definitely the best on the market.
The sales team in the Old Trafford store are so helpful & supportive. A huge thank you to the Scottish guy he was lovely & helpful even made us a hot chocolate.
Can’t wait for our new San Antonio sofa’s to arrive looking forward to the heated seats in the winter. 😂😂

Absolutely diabolical service! Ordered a coffee table on 10th March. Delivery was arranged for 15th March. Received a message advising that they were not in stock but that they would contact me shortly with an update. That never happened. I called and the DFS operative put me on hold whilst she ascertained what the issue was. She returned and said that she hadn’t spoken to anybody but would send an email and I would get an update. Again, that didn’t happen. I called again and this time I was transferred, without being advised of what was happening, to the other company. The company advised me that they didn’t understand what the issue was as the table was in stock. It was arranged to be delivered 5th April. I subsequently received an email and text on several occasions confirming the delivery time slot of 7 to 9am. On the morning of, I was ready for the delivery and out of curiosity, I checked the tracking. It said that it was a missed delivery. That was not possible. Within 5 minutes, I received a text confirming that the table was out for delivery. I called DFS, as I was confused. Spoke to Laura who confirmed that the tracking didn’t work, as the van was not in the ownership of DFS. I asked why it was sent as it would frustrate customers. She said she would message the company to ascertain where the table was but that I should expect it on that day. Time lapsed and the table hadn’t arrived, so I called again. This time I spoke to a man. He said he had to check all the vans and locate the table. He eventually said he couldn’t see my details on any of the lists and he would have to speak to the company. When he returned, he confirmed that he hadn’t spoken with anyone, but suddenly knew that the table was being delivered to me!!! It’s now the end of the day and the table not only hasn’t been delivered, but I’ve heard nothing and I can’t check anything.
I have submitted a formal complaint and requested my money back.
I will never use DFS again and am appalled that such a big company has very little care about how they deal with their customers. I would never have expected such a bad service but I am so disappointed. I’ve waited nearly a month for the delivery and they still haven’t been able to deliver.

Purchased a corner suite in 2018, I called them in march 2025 to ask for a furniture expert to come and look at it because the 2 end units had gradually began to sink due to the springs becoming weak , The man came and looked , he stated that it would be done but he would have to go back and contact the company who built it as they had stopped dealing with them , he stated that although we had a 15 warranty with it we would be required to pay for the parts but not for the labour , we said ok that would be fine , he then said he would go back to Cannock and order the parts , as to yet we have heard nothing so I called Cannock to ask approx how long it would take roughly , the manager then came onto the phone and said that they could not get any parts due to them not dealing with the company and that my warranty had expired . This Company DFS is disgusting ! Thy have changed there minds . We do as we showed the technician have a 15year warranty . He tried the seats and said that the springs and foam had gone weak and needed replacing but he could do it on site . As he left he stated he would contact us when he had got the parts due.

a letter for everybody in this country please keep away from the dfs the dodgy furniture store, cheap sofas furniture everything made in the very poor country , these dfs furniture comes to git after a month, and there staff are full of discrimination clowns, they hire clowns too for briefs, kep away you were warned ps this dodgy store should be closed down and the last context there customer service seem to be on very high drugs

I would tell anyone not to buy any furniture from DFS not unless you are happy to get ripped off!

I brought two power chairs with lumber and head support in July 2024 and the they were delivered in October 2024 which were not cheap.

Come February 2025 I noticed that one of the chairs had sunk down on the right side of the chair and left a gap between the arm and the seat cushion and the arm on the second chair developed a big dip.

I contacted DFS who said a service manager out to look at the chairs and he stated that it was softening of the seats!

I stated that if it was softening of the chairs it would be equally of the same on the rest of the chairs, he then stated that he can get the inners replaced at there cost!

I stated that I did not agree and at being only four months old and for the amount the chairs cost me they are quite clearly not fit for purpose.

DFS did not want to take the chairs back, so I went to the Furniture Ombudsman to make a complaint (the ombudsman still haven't had a response from DFS)

Then DFS came back to me to say that they will take the chairs back for a refund, but only if I pay a usage fee of £800.00!

I stated that the was no way I was going to pay £800.00 for four month usage fee.

Then DFS came back to me to say that the best they can do is £618.00 usage fee as far as they are concern there are nothing wrong with the chairs and I have only a short period to pay this usage fee. Then once I do that they will then collect the chairs and cancel my finance agreement!

I totally disagreed with this and I emailed their manager Tom at their store at DFS Cribbs and asked why do I have to pay for a usage fee charge and his replied was:

We would be looking to sell these 2nd hand after new interiors and professional clean at about £695, the

parts and cleaning costs. Your contribution towards this of £618 from yourselves would cover a single chair

and not the charges and reductions of both.

So I responded well if you are having to replace the inners of the chairs to sell on the 2nd hand market then there is quite clearly a fault!

Then he never replied after that!

I even emailed DFS CEO's Nick Smith & Tim Stacey with no response either!

I feel that DFS are quite clearly a company to avoid at all costs they have no morals and they lie to their customers too!

We recently purchased a ‘Dallas’ range 3 seater electric recliner. Whilst in store it appeared to be what we wanted. It wasn’t exactly sink into comfortable, but the sales chap pointed out that with it being of a leather type material it would give and get better with wear.

After a few days of using it, we wanted to return it, but they don’t take returns purchased in store, and even if ordered on line, they charge for it to be returned.

Now after 2 months this so uncomfortable settee is cause me back pain and calf pain, even sciatica, I cannot sit on it long before my bum goes numb.

It is a terrible settee almost like sitting on a board.
We are stuck with a settee which is far less comfortable than my old sofa bed, at a cost of £1700.
Don’t buy one of these, as nice as the look, they are terrible.

Got a sofa back 2020 , sofa came in Broken and I didn't accepted the sofa and sent sofa back. DFS Store Manager Carrickmines told me that the sofa would be charged and I had no choice just accept the sofa , even damaged as he would get sorted. Called few times DFS in that time, and obviously they never came due Covid time. Store Manager was really rude when called me once, possibly couldn't deal with customers complaint as it was Sofa faulty, even the deliver driver saw and said that they would need to fix. After a long months , came one man to see the sofa and fixed for the time being. Last year sofa came with the same problem and got worse. I basically cant use my sofa for months now, Paid around 5K for the sofa set and there is a problem since day one. Last year DFS said that they were waiting for a part coming from UK, would take maximum 8 weeks. I called DFS today and still nothing. I think I will have to go to court with them as this is 5 years. Not recommended at all.

A thousand quid for a pile of chipboard and cheap foam, very badly put together, filled cushions that didn't fit the sofa and deformed after two weeks, a swivel chair that collapsed because the base was fixed with only two of the five bolts that were supposed to be there. I put the whole lot in the skip after four months. I've made bonfires out of better quality 'furniture' than this garbage.

If I could give 0 stars I would, the whole ordeal has been error after error after error and customer service leaves a lot
To be desired! Finally this morning I received a refund for the order fiasco that started back in September last year, I have lost track of the number of phone calls Ive had to make, the number of times I’ve had to repeat myself despite sending emails too, and the number of times one of the workers has had to apologise for things not being done! I was sent a table which was clearly broken and wrapped in two pieces so was broken before it left the warehouse! The chairs were damaged during transit, and I’ve had numerous we’ll send someone out to fix it promises …. Then having chased and chased offered a small dis point to keep the table as it was delivered! Ummm ‘no, come and collect it then please’ which they did and then kept calling to arrange collection, despite it showing on the system they had it back. Honestly never known such poor service will never shop at DFS again.

Went into the store and saw a sofa that looked crème; really loved the design, even told the person we wanted to order crème, I made sure my taste was told so they could try to find me new design for my home. He went ahead and advised us to acquire a “stone” colour sofa and to go head, which we did, and it now appears green muddy and dark for a room I wanted crème and bright. For months I've been trying to contact someone from DFS, first it was through multiple email and also at the Oldham branch, finally in December someone from the Oldham branch came to inspect it, he claimed he couldn't do much and that it was the lighting in my home and we'd have to pay a charge. It's pretty frustrating as how is it in store your portraying it’s the lighting and then once customer receive it, it looks completely different, the person I spoke to is well aware of how it looks and advised me to still get this; now I can't do anything and am stuck paying for a terrible sofa.