DFS  Reviews 

DFS sent me a faulty bed twice, then delivered to my old address and then claimed they were unable to deliver to my new address.
Dreadful customer service and will never see my money again.

As a consumer I often go to trust pilot before I make a large purchase. why does DFS furniture 5star and DFS 1star . Clearly 1 star is mostly GB customers . Who is moving most of 1 star reviews to DFS . I have purchased my sofas from DFS for the last 20 years . My last purchase August 2024 was disgraceful ,4 faults reported first 30 days . DFS said all no manufacturer fault . My expectation are to high ,we can take sofas back it will cost you 20% £700 . Private Independent report found 8 manufacturing faults . I sent DFS 30 day’s notice of court letter . DFS reduced it to 10% . Disgraceful Attitude DFS . Do you really think your customers need all this stress . The quality of your sofas are substandard . End of story I gave in cost me £500 as I did not wont the stress to go on and on . Remember DFS a good purchase customer might tell 10 other people Bad experience 500

Bad Experience with dfs.
I made a purchase of sofas on 17/01/2025 and sales man told me that they will delivery this particular sofas in one week time. Now I checked the status my order and now the date of delivery is 08/04/2025. Very bad customer service. They don't care about customer. They care about the sales. Very bad experience. I suggest anyone buy from them should be very careful about what the say and agree with you. Sales people are liars and don't trust them.

Rudest customer service I have come across.
I was told to cancel my son's college interview so I can be there in the day they wanted to deliver. I was given no choice just told to be in.i have never been spoken to this rude in all my life !! It made me not want the sofa .

Just don’t do it!!

Ordered the new ESSIE sofa - only available online for its intro offer price so no opportunity to test. It gets delivered 19.11.24, I was in hospital with a broken leg so it was only unpacked and set up 02.12.24. Seemed fine except the feet (only half wood, the rest plastic - no instructions but liveable) 3 days later we notice the seats completely slump so both sides that have been sat on are at a 30 degree angle (3 days of use!) they looked awful, got in touch with DFS to say that this can’t be right and if it is, I’m not having it. They they took a while to respond and after a few chaser emails they said they’d need to send an investigator over. He came 14.01.25 and has said that the style of a chaise seat is that it’s higher at the foot end - I’m sorry, what?! Never heard this before but he’s clearly been told what to say. The seats are hard to get out of and look awful so angled, they are uncomfy and the cushions already so misshapen. Had a call from a local branch today saying that if I did want to return, because they don’t see it as a fault I’ll have to pay. They are not as described, already look shocking after a months usage and are only getting worse. There’s no way DFS can say that for £1490 this sofa is Satisfactory quality, As Described, Fit for Purpose, and last a Reasonable length of Time but they are trying. I’ve arranged an independent inspection as I’m getting no where with DFS and refuse to accept this rubbish. There’s an ombudsman for a reason and I encourage everyone to contact them they can’t keep getting away with this service reading the rest of the reviews. Please take note before ordering and save yourself the hassle, horrendous experience.

I bought a sofa from DFS in the summer which arrived in mid September. It cost £1050 for a 2 seater recliner. Within 6 weeks the foam padding in the sofa had completely sunk and lost it's shape. The arm rest sunken and dented, the cushion where you sit, sunken, sagging and misshapen and where your legs go the foam is so pushed in and warped the support has gone flat.

Getting off the sofa and the foam is stuck indented and droopy as if someone is still sitting on it. I'm embarrassed for guests to see the state of it.

I can understand eventual wear and tear that occurs after a few years but I got less then 2 months out of it and it looks like someones hand me down sofa.
Not what you expect from a brand new sofa that cost more then £1000.
Naturally I contacted DFS and sent pictures and they sent someone around to look at it. They told me that it was not a fault, it what happens with foam and that it was just something that happened as part of the "natural lifespan" of the sofa. As if that wasn't enough of a kick in the teeth, they doubled and then trebled down saying they not only would they do nothing to help but that I should have bought leather if I didn't want this to happen.

So it's my fault now then?

After spending over £1000, getting absolutely hung out to dry and then essentially told well, if you didn't want your new sofa to look straight out of a junk shop you should have given us more of your money for leather.

If you're going to make such a low quality product you deem it acceptable to be this sunken and substandard within under 6 weeks it should cost a few hundred not over a thousand.
On top of that customers should be warned in advance about the foam in their sofas, given it has a lifespan less then a fruit fly and that isn't even considered a defect!

I don't want anyone else to make the same mistake I feel like I've been scammed. Avoid at all costs and get a proper sofa from a retailer like sofology

Avoid DFS at all costs! The sofas that we purchased in January (now discontinued) have caused constant back pain, neck pain and joint pain. The worst furniture that we have ever had the misfortune to purchase. Less than a year old and the cable which releases the recliner has snapped. It has been repaired but told will probably go again. Do yourself a favour. If you want to save a couple of thousand of your hard earned cash, buy a couple of sacks and stuff with broken bricks. Not only will they be more comfortable but they will last longer. DFS sells badly made, shoddy and overpriced furniture and has the worst customer service in the world. YOU HAVE BEEN WARNED!!!!

My chair was due to be delivered on the 16th. Nothing then told it would be delivered today but still waiting and invoice number for tracking not recognised.No wonder this company is in trouble.They have your money but not the goods Would never buy from them again

Stress.
Hours and hours of listening to the same message about how good DFS are!
Lies and very rude phone operators
More lies and then broken promises.
Avoid this company at all costs.
If you have an issue. Drive to the store and demand an answer or solution.

If I could give this company a -10193727 I would!! One of the biggest sofa companies you’d think by now they would be able to run a half decent company! Do not buy from here!!!!! Purchased a 2 grand sofa with the guarantee to be here before Christmas.
Original date was the 10th Dec, moved to 18th moved again to the 23rd, moved again to end of Jan, went back to the 23rd… here we are the 23rd no email or communication to say the sofa has arrived at the distribution Center. it’s been a complete mess!! The advisors are not able to help as unfortunately they’re just advisors with no power behind them. Managers not overly helpful either as again what can they do. This is a wider and much bigger problem with the people at the top! Over promising and under delivering. A breech of contract, many others I have seen in the same position and let down by dfs!! We have had to purchase seating because we are hosting Christmas dinner of 10 people. I am absolutely gutted and feel massively let down by this company. Will never shop here again and if I could I would cancel the order.

I have recently brought a sofa with dfs i did it online sofa came within two months the delivery men built the sofa, put it in the place I wanted a month later i did my deep clean and move their sofa noticed a clean cut in the bottom of the back of the sofa almost as straight as a stanley knife 2 inch i phone dfs customer service and told them about my issue because it was three days out of my warranty, they cannot help me there is nothing behind the sofa that can do this damage I'm appalled by lack of care from dfs because I bought it online the customer service representative told me that because of buying it online i wouldn't have got told about that thirty day warranty i told him once a sofa is delivered no one ever pulls the couch out to inspect the whole thing it's ridiculous

Everything went wrong and if they don’t correct it, I’m not letting it go!
Sideboard faulty oh then faulty again! Coffee table a crack on the middle cause veins cause cracks on marble, but apparently I done that!
Sofa 2 repairs already and stil not right this is all under 2 months of delivery!
Because of how crazy this is, I thought go to the ombudsman, 2 weeks after what I thought was the ombudsman it was another DFS agent so I’ve challenged all of it and want to deal with ombudsman! We will see and I will post whatever response I get.

Sofa delivery date was pushed back numerous times. When the sofa was finally delivered, the delivery men made a lovely hole in my floor and left marks across the floor from dragging the sofa instead of lifting. They scarpered very quickly before I got a chance to see what happened so they clearly knew they had done it.

We have settees from dfs with electric recliners send ones no broken in 2 yrs can't see it last wed never go there again

I recently bought a sofa from DFS, on delivery it had 3 holes in the bottom, the delivery driver shoved another dust sheet over the holes, the repair was a disgrace, I called DFS about it, their answer, “ well its underneath so no one will see it”, I told them I was not happy and that I wanted a replacement sofa, they informed me that I had to give them a chance to put it right, as far as I was concerned they had their one chance when the driver did it and made a mess of it, so they sent someone else out to repair it again, I paid £819 for this sofa plus £129 for delivery which they make you pay, so I expect a perfect sofa for that, but no I had to accept a repaired one, I will never ever buy another thing from DFS, their aftercare service is atrocious.

I called on Saturday 19th October after my delivery was completed. The delivery driver was supposed to affix the legs, and they did not tell me that at the time and left. I relayed this to the person I spoke to on the phone, who said that they will arrange for a service engineer to come out and the first slot they had available was Thursday 24th October. I said this was not acceptable as I had already waited six weeks for the sofa and wanted it sorted ASAP. I am also never available on Thursdays as I must go into the office. I asked to make a complaint, and the person hung up the phone.

I then called back immediately and the person I spoke to said I was given the wrong information, that as they had made an error, and this wasn’t a service request that they should get someone out sooner. He said he will pass a message onto the distribution centre, and someone will be in touch within 24 hours.
24 hours goes by, and no one contacts me. I call at 12noon on Sunday 20th October to chase this. The person I speak to promises that I will be called by the end of the day. It gets to 4pm and so mindful of the time, I call back to chase. The person I speak to says that he is sorry that no one has contacted me and that he can book me in for a sooner slot on the phone. Why was I not offered this opportunity before instead of just being told to wait for a call from the distribution centre that was never going to come? The person I speak to offers me Tuesday 22nd October for the engineer to come out, which I accept. I know that I confirmed this day as I work from home on Tuesdays and so would be in all day.

Not confident in the accuracy of the information I’ve received so far, I call on Tuesday 22nd October at around 12:20 just to make sure someone was definitely coming today. The person I speak to says my slot is booked for Thursday 24th September and not Tuesday. I know that I would not have accepted that as I am out all day on Thursdays to go to the office. I ask for another day, and she insists that this is a service engineer appointment and so will have to just be the next slot and that no one else can come out sooner, despite me being told by another DFS rep that this should be prioritised as you have made a mistake. I ask to speak to a manager, and I am refused. I acquiesce and say that I will cancel going into the office on Thursday and to keep the slot booked in. I asked to receive confirmation in writing that my booked slot is on Thursday so that I don’t cancel my plans for no reason, and this is refused.
Overall, the service has been terrible. You are repeatedly lied to just to appease people, when I have drawn attention to the false information I’ve been given, I have just been told ‘you shouldn’t have been told that’, I call to try and resolve or problem solve the issue, and the solution I am given just does not happen, and when I have tried to escalate it and ask to make a complaint, I am stonewalled. I have waited six weeks for a sofa to be delivered that I now cannot use, and I don’t have time to keep calling DFS multiple times a day, to wait in all day for engineer appointments that never happen, or to have my intelligence insulted by repeatedly being lied to. You can listen to the calls to confirm the conflicting and incorrect information I’ve been given. Little tip, if you operate by not telling people factual information, then make sure your staff put up a united front on this instead of telling customers that previously provided information is wrong.

Sort the sofa out or I’ll just send it back and go elsewhere. After reading the other Trustpilot reviews, I really wish I’d never purchased from you.

I will never use DFS ever again. 6 weeks delivery has turned in to 15 and I am still waiting. Customer service is useless and they keep saying I will get a phone call during the week. Another week has passed and an then another.

Shocking ...

Let a 70 year old pensioners sit on the floor for 8 weeks and won't credit the order , offer a temporary sofa or advise delivery date .

Do not buy your sofa from DFS you will be disappointed .

Not happy with the quality of my leather corner unit. Different looking leather on different units. Some parts look cracked. Other parts/seats too much leather and loose. First one to come and look agreed should be replaced or refunded. Sent Carly out for a second visit who brushed everything off saying that it could be sorted with a heat gun etc. Told her I wasn’t satisfied with that as I paid over £4,000 to DFS and should have furniture that I’m happy with quality of. I’m afraid of what it will look like after a year when it’s like this after a few weeks!!! She left saying that there’s nothing else only a repair didn’t want to know. Will never buy from DFS again! Be careful of their promises. They’ll only do what they want to do and don’t really care about customer satisfaction
UPDATE!!!!!
After putting in another complaint
Got a phone call today (2 days later)saying that I can go and pick a replacement. So pleased that I stood my ground and refused a repair. As they said it would cost too much as there’s so much to replace. Result but should have been offered a refund as well

terrible quality of furniture and very poor customer service...would not recommend buying anything from DFS...not interested in your problems take your money and that's all there interested in...