DFS Furniture - Sunderland Reviews 

8,211
TrustScore 5 out of 5

4.9

3 Hylton Grange, SR5 3HR Sunderland, GB


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See what reviewers are saying

Rated 5 out of 5 stars

We made our purchase at the Sunderland store and were helped by a staff member called Emma. She helped us finalise our choice and provided guidance on long term care of the sofa, taking into account a... See more

Company replied

Rated 5 out of 5 stars

Overall experience excellent. The young lady who served us was extremely helpful, knowledgeable and did not try to give us the hard sell. She explained everything clearly and professionally and made u... See more

Company replied

Rated 5 out of 5 stars

We attended the store a few days ago and saw the sofas we were looking for. We were attended politely than and again today by the same lady. After making our choice we were read all of the terms and c... See more

Rated 5 out of 5 stars

I went into the store just to view the sofa I had my eye on with plans to buy online. Cadence was so helpful and friendly giving me lots of useful info and options about the sofa material. I ended up... See more

Company replied


Company details

  1. #13 of 395 best companies in Home Furniture Shop
  2. #2 of 56 best companies in Furniture Accessories
  3. #10 of 245 best companies in Homewares Shop
  4. #5 of 114 best companies in Living room shop
  5. #5 of 92 best companies in Sofa store
  6. #2 of 25 best companies in Upholstery shop

Written by the company

Whatever your thing is, we'll help you find furniture to match. We know that your sofa is more than just a place to sit - it’s where you get together with the people who matter most to you. That’s why for over 55 years we’ve been perfecting our craft of designing, making and selling high quality sofas, and furniture, at great value for money that we hope you’ll love for years to come. www.dfs.co.uk

Written by the company


Contact info

  • 3 Hylton Grange, SR5 3HR, Sunderland, United Kingdom

  • 0333 999 9762

4.9

Excellent

TrustScore 5 out of 5

8k reviews

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4.9

All reviews

(8,211)

100,017 reviews in the last 12 months

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Companies on Trustpilot aren't allowed to offer incentives or pay to hide reviews. Reviews are the opinions of individual users and not of Trustpilot. Read more

Rated 5 out of 5 stars

Polite and friendly staff who are there…

Polite and friendly staff who are there to answer all your queries and give advice when needed.
Placed order and everything sorted with 20 minutes
Could not fail experience and recommend

23 August 2026
DFS Furniture - Sunderland logo

Reply from DFS Furniture - Sunderland

Hello,

Thank you so much for taking the time to give us a 5 star rating and to share your experience with others. It is much appreciated!

Kind regards
Holly M
DFS Customer Support

Rated 5 out of 5 stars

Diallo

Dial was great , friendly and very competent, also rest of the staff were really nice to us

23 August 2026
DFS Furniture - Sunderland logo

Reply from DFS Furniture - Sunderland

Hello,

Thank you for sharing your kind feedback with us.

Kind regards,
Holly M
DFS Customer Support

Rated 5 out of 5 stars

Very good Customer Service…

Very good Customer Service relationship. Staff was very helpful and friendly.

23 August 2026
DFS Furniture - Sunderland logo

Reply from DFS Furniture - Sunderland

Hello,

Thank you for your positive feedback.

Kind regards
Holly M
DFS Customer Support

Rated 5 out of 5 stars

Fantastic experience today in store…

Fantastic experience today in store staff were very helpful and very knowledgeable.

23 August 2026
DFS Furniture - Sunderland logo

Reply from DFS Furniture - Sunderland

Hello,

Thank you for sharing your lovely feedback with us.

Kind regards,
Holly M
DFS Customer Support

Rated 5 out of 5 stars

Helpful staff

Helpful staff, no pressure salesman.

All staff were very professional

23 August 2026
DFS Furniture - Sunderland logo

Reply from DFS Furniture - Sunderland

Hello,

Amazing review, we really appreciate it!

Kind regards,

Lia
DFS Customer Support

Rated 5 out of 5 stars

Happy customer

Not chased around the shop while browsing but when needed staff were on hand and extremely helpful

22 August 2026
DFS Furniture - Sunderland logo

Reply from DFS Furniture - Sunderland

Hello,

We really appreciate you taking the time to share your experience with us. We look forward to seeing you again in the future!

Kind regards,

Lia
DFS Customer Support

Rated 5 out of 5 stars

Neil was excellent

Neil was excellent

23 August 2026
DFS Furniture - Sunderland logo

Reply from DFS Furniture - Sunderland

Hello,

Thanks for the 5 stars! It's much appreciated

Kind regards,

Lia
DFS Customer Support

Rated 5 out of 5 stars

Sam was brilliant and very…

Sam was brilliant and very knowledgeable about the sofa ranges. Great customer service from start to finish!

15 August 2026
DFS Furniture - Sunderland logo

Reply from DFS Furniture - Sunderland

Hello,

We are really grateful for your kind words and for sharing your experience!

Kind regards,
Holly M
DFS Customer Support

Rated 5 out of 5 stars

Friendly sales advisors with excellent customer service skills

Sam, our sales advisor was just lovely from the start. There was no pressure at all, after browsing briefly, she approached to ask if we needed any help and then went on to explain everything we wanted to know. We went on to order with confidence. We've ordered for many years from DFS and have never been disappointed with our purchases.

22 August 2026
DFS Furniture - Sunderland logo

Reply from DFS Furniture - Sunderland

Hello,

Thank you for sharing your lovely review. We’re glad that you enjoyed your experience with us in store. We hope that you enjoy the furniture when it arrives.

Kind Regards,
Holly M
DFS Customer Support

Rated 5 out of 5 stars

Great showroom

Great showroom. Friendly and helpful staff.

22 August 2026
DFS Furniture - Sunderland logo

Reply from DFS Furniture - Sunderland

Hello,

Thank you for your kind review.

Kind regards,
Holly M
DFS Customer Support

Rated 5 out of 5 stars

I’ve forgotten our lovely assistants…

I’ve forgotten our lovely assistants name but she was amazing 10/10 all around perfect humour n made our life’s easier and less stressful

22 August 2026
DFS Furniture - Sunderland logo

Reply from DFS Furniture - Sunderland

Hello,

Thank you so much for your kind words and for taking the time to give us an amazing review.

Kind regards
Holly M
DFS Customer Support

Rated 5 out of 5 stars

The girl that seen to me was very…

The girl that seen to me was very professional thank you

19 August 2026
DFS Furniture - Sunderland logo

Reply from DFS Furniture - Sunderland

Hello,

Thank you so much for taking the time to give us a 5 star rating and to share your experience with others. It is much appreciated!

Kind regards

Lorraine E
DFS Central Customer Support

Rated 5 out of 5 stars

I was looked after very well by Dawn…

I was looked after very well by Dawn the assistant manager she was very helpful and explained all about my purchase and the aftercare with the warranty and ins etc I have used Dfs for many years and have always been satisfied

21 August 2026
DFS Furniture - Sunderland logo

Reply from DFS Furniture - Sunderland

Hello,

Thank you so much for taking the time to give us a 5 star rating and to share your experience with others. It is much appreciated!

Kind regards

Lorraine E
DFS Central Customer Support

Rated 5 out of 5 stars

Choosing a sofa instore was really easy…

Choosing a sofa instore was really easy and straight forward. The young lady who served me was very knowledgeable as well as being kind and helpful. She was able to guide me through every step and I was very confident with my purchase.

21 August 2026
DFS Furniture - Sunderland logo

Reply from DFS Furniture - Sunderland

Hello,

Thank you so much for your kind review, we love to hear your feedback and we hope you love your new furniture!

Kind regards,
Lorraine E DFS Customer Support

Rated 5 out of 5 stars

The young lady that dealt with us was…

The young lady that dealt with us was very informative but not pushy. A pleasure to deal with her.

21 August 2026
DFS Furniture - Sunderland logo

Reply from DFS Furniture - Sunderland

Hello,

Thank you so much for taking the time to give us a 5* rating and to share the experience with others. It is much appreciated!

Kind regards,

Lorraine E
DFS Customer Support

Rated 5 out of 5 stars

Going instore trying various sofas…

Going instore trying various sofas great customer serivce

21 August 2026
DFS Furniture - Sunderland logo

Reply from DFS Furniture - Sunderland

Hello,

We are really grateful for your kind words and for taking the time to share your experience. Thank you so much!

Kind regards,

Lorraine E
DFS Customer Support

Rated 1 out of 5 stars

Appalling Customer Service and Property…

Order 29ZEJ9951

Appalling Customer Service and Property Damage from DFS.

I am writing this review to warn potential customers about the complete lack of accountability and shockingly poor customer service I have experienced with DFS. After spending just under £2000 on a new purchase, the delivery team negligently caused physical damage to my property, specifically destroying an interior door. While accidents can happen, DFS's handling of the aftermath has been insulting.

First, it took over five weeks of complete silence from DFS after the incident. I was ignored until I was forced to physically walk into the retail store twice to demand an update and escalate the issue.

Second, their attempts at financial resolution have been completely derisory. For an order costing nearly £2000, DFS initially offered a pathetic £60 compensation. After I rejected this, they increased it to £100. However, they are still flatly refusing to cover the full restoration of the property. While they have agreed to replace the door, they refuse to pay any installation fee required to hang, fit, and finish it, falsely claiming they are "legally obliged only to rectify the damage caused." Leaving an uninstalled door sitting in my hallway does not fix the damage they did.

Under standard UK negligence laws, rectification means full financial restoration to the state the property was in before the damage occurred. DFS is trying to leave me out of pocket for a contractor's fees due to their own team's negligence.

Because of this incredibly stressful, drawn-out process and their refusal to take full responsibility, I am now escalating this matter to a senior manager as a final notice before taking legal action through the Small Claims Court.

DFS has permanently lost my custom. If you value your property and expect decent customer service when things go wrong, I strongly advise you to shop elsewhere.

28 July 2026
Unprompted review
DFS Furniture - Sunderland logo

Reply from DFS Furniture - Sunderland

Good Morning,

Thank you for taking the time to leave your review, your feedback is always greatly appreciated.

We're very sorry for the overall experience you have experienced with DFS and for any lack of communication in relation to your order. It is really disappointing to hear and certainly not the level of service we aim to provide to our customers.

Due to the nature of the issues raised within this review, we have escalated this internally to the relevant department to ensure you are contacted within 72- working hours.

If you do require any further assistance in the meantime, please don't hesitate to contact us.

Jordan
DFS Customer Support

Rated 5 out of 5 stars

riser recliner

I went to get a riser recliner to match my other furniture, unfortunately it did not meet my needs, the staff (Sophie ? ) found a chair which met my needs and put up with my chatter, she was very knowledgeable about the chair and explained my rights and hire purchase rules, she asked often if I was comfortable and offered me a hot drink

20 August 2026
DFS Furniture - Sunderland logo

Reply from DFS Furniture - Sunderland

Good Morning,

Thank you so much for taking the time to write us a 5* review. Your feedback is much appreciated. We are really happy to hear that you had a great experience in store with Sophie.

Kind Regards,

Jordan
DFS Customer Support

Rated 5 out of 5 stars

The girl who placed order was very…

The girl who placed order was very helpful and informative very pleasant and well spoken

20 August 2026
DFS Furniture - Sunderland logo

Reply from DFS Furniture - Sunderland

Good Morning,

We really appreciate your kind 5* review, it is much appreciated and we can’t wait to deliver your lovely new furniture.

Kind Regards,

Jordan
DFS Customer Support

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