DFS Furniture - Southampton Reviews 

We ordered a mattress from the Southampton DFS store. We have just moved house and we explained to the sales team we need a mattress ideally within a week as we don’t currently have one. They assured us that the mattress would be with us within a week, and therefore we entered into a sales agreement with them.

However, when we received the delivery dates, it became clear we would not receive the mattress until at least 2.5 weeks later and even this was not guaranteed as there was an issue with the supplier. We went back to the store and asked about a refund, but they offered to cancel the current order and place an order for a new mattress. We reiterated that we need the mattress ASAP as we don’t have one at the moment. They then said they would contact the suppliers and ensure delivery within a week.

I then received a call from the sales team at Southampton the following day to say the original mattress we ordered would be cancelled as they could not contact the supplier and they are placing a new order for a different mattress and that this should be with us within a week.

It has now been 3 days since the new order had supposedly been placed and I have had no order confirmation for the new order. I called customer services and they told me that the matter had been passed onto the home services team to deal with and call the suppliers etc, however the home services team are operating on a delay of 5 days, meaning they still haven’t been able to confirm our order and there is now a further delay.

My issue is the complete lack of honesty and transparency from the DFS sales team. One incident of delay is understandable, but despite us reiterating that we need a mattress urgently, they misled us by saying a new order had been placed and instead it had just been passed onto a different team (home support team) to deal with. I am still waiting for the home support team to sort the issue and call me back and we still have no idea about when we can expect this new mattress. If the sales team had been honest and let us know that they were referring our case to the home support team rather than sorting the order themselves then we would have cancelled the original order and asked for a refund.

I appreciate mattress deliveries take time, and delays happen due to unforeseen circumstances, however this is now the second delay. We have been to the store and called customer services multiple times throughout, but we still have no answers as to when we can expect to receive the mattress.

Unfortunately, I have no choice now but to write a bad review and I will not be purchasing from DFS in the future. I would recommend not giving into sales tactics and ensuring you are fully informed before proceeding with an order, especially if it’s something you need urgently.

Great service very friendly and professional

Adam was extremely helpful when it came down to us making the final decision on what we wanted. Great service. He was very knowledgeable and explained everything to us clearly. Thank you for the coffees and the Amazing Hot Chocolates for our girls. We are really looking forward to getting our new sofas, in approx 7 days!!

We had excellent service from our visit on Saturday. I wish I could remember the ladies name! Lovely customer service

She helped us with all of our questions when deciding between sofas and mattresses with no pressure. She listened to our quirks and what we really want and was able to guide us in what would suit our needs best. Great experience and bought both with DFS with our needs met and without needing to look elsewhere!

The member of staff Fisa who served us was sooo helpful. Very welcoming and not pushy at all Very knowledgeable and went out of her way to make sure giving us the correct info.

Joshua was helpful informative and honest when we were ordering our suite. He explained all the options and choices we had. We felt valued and that we had made a good choice.

We visited 4 different showrooms today on the complex and Josh your sales advisor was by far the most pleasant assistant. Helpful but not pushy. We very much appreciated not being harassed.

A company who arranges delivery after being chased to do so and after the agreed timeframe..then on the delivery date does not turn up because of a so called glitch on the system. Shocking they do not even let you speak to the branch of order...72 hours wait.

Valena was amazing! Answered all our questions, and remembered us the next day when we went back to make our purchase

Faiza was lovely - not at all pushy and understood our requirements. Also it was quite near closing time but the staff were happy to help us with our order.

We had a great experience today in DFS. Kerry was extremely helpful and enthusiastic. A valuable salesperson.

Harry was very polite remembered us from last week
Answered all our questions

Harry was great and we are very happy with our purchase and service and how quick it was. Thanks

Simple straight Forward Experience Darren the sales Person who dealt with us was so Helpful and Patient he is a Credit too the Store
Will Defiently Reccommend

Clean, fresh store, nicely laid out. No pushy sales but staff available and willing to help

Adam was amazing, so knowledgeable and helpful. He explained every single detail to us so well not only about the product itself but all of our options with cover and payments. He gave us his honest opinion and was so personable. Thank you again for all your help.

The person who helped us purchase our new sofa set and furniture set was very helpful, knowledgeable and clear. This was an easy and exciting experience.

Very friendly staff and took the trouble to explain how everything looks very happy thank you

Very helpful full staff showed us lots colours