We got our new leather sofa in the january sales, the service in store was good we were given a cuppa and the kids were given puzzles to do. After that customer service continued to be very good with lots of text messages keeping us up to date with delivery. The sofa was delivered within the number of weeks we had been told in store. The delivery men were polite and careful. After a few weeks I noticed a few issues with the leather and so rang the store, they were very apologetic and made an appointment for someone to come out. The man who came spent some time inspecting the sofa and decided that it must have left the factory that way (the problems were with stiching ripping the leather and one small part had come un stitched) he said he couldn't repair it that day, but instead would order new leather and re-upholster the sofa in my home in about 8 weeks. again lots of meesages keeping us upto date on when the new leather would be ready. The same man then returned and took three hours to re-upholster the sofa, and it is now perfect again. He was very polite and even let me keep the old leather so I can attempt to recover an old ottoman with it. I am very happy with the service from the Colchester DFS and love our sofa.
Thanks for the sofa, DFS! It's incredibly soft and comfortable and the build quality is exceptional! So exceptional in fact that is was no match for our wall which has a hole in it, left as a memento by your kind delivery staff.
Thanks also for the surprise delivery! We had no idea that we would get our lovely new sofa a day early. The rouse was so clever and complex, with no notifications to keep the ETA hidden. Even when my partner called he was tricked to keep the whole thing a secret! His face was a picture of delight un-bound when he was called away from work at 10mins notice to meet the delivery staff. Even his bosses were astounded by your efficiency!
Anyway, thanks to the keepsake left during delivery, we can now treasure the memory of this day whilst our posteriors' are gently parked atop our delightful new sofa. Others might be disgruntled that your competent and experienced delivery staff had refused an offer to clear more space. But, even as the sofa wedged between the wall and the door frame, I could feel no resentment. I can see that this would have eaten heavily into their already busy schedules' and, let's face it, we can't all be as readily available as my partner! And whilst at first I had doubted the delivery staff, I now see that in not removing the arms initially, they were endeavoring to leave us a reminder of their visit and the day our new sofa was triumphantly installed.
We are of course going to have to pay for this little souvenir to be repaired as our landlord is not likely to take to it as kindly as we have. Whilst it will cost us to repair and may cost us our deposit on the flat, it is but a small price to pay for the happy reminder.
Just one thing though, DFS! We had been so disappointed that no one was willing to take credit for this delightful token of your visit. I can only presume that the retail assistant and warehouse manager were far too humble to accept the praise but we were told the delivery staff would be returning to accept our compliments on their hard work. Alas, we have heard nothing!
So, DFS, we could see no other way to show you our gratitude! Please accept this bright, shiny, single red star as a token of our appreciation of your hard work and excellent service! And please do get in touch. We would love the opportunity to tell you ourselves how thoroughly pleased we are with your service and staff!
Avoid this company at all costs!!
I had been looking for a while for the right sofa and I thought I had found it at dfs brentford. The salesman was very quick to say "yes madam, no problem" to all of my requests. (At no point were we offered a site survey) The sofa was due to be delivered in 4 weeks. 6 weeks later I called dfs brentford to track our order, it would be delivered into the store in a few days. Delivery was arranged for the following week between 3pm and 6pm. Knowing this we donated our old sofas to charity ready for our delivery the following day. After arranging for somebody to house sit for the delivery the sofas finally arrived at 7pm an hour late! And to our horror it didn't fit through our front door - not impressed!! The following day my husband contacted the brentford store and was advised that 90% of re attempts get in, so he rearranged delivery for the next date avaliable which was 7 days after the first attempt! In the mean time my family of 6 had NO sofas! Again I arranged for somebody to be home between 4pm and 7pm, we requested as late as possible. The delivery arrived at 3:40, luckily I had arranged for somebody to be at home early! The delivery man took one look and said "no chance, but I will give it my best shot", which to be fair to him he did. Again no fit! Disappointed is a serious understatement! So my husband spoke to the brentford store and they arranged for us to meet James the manager the following evening, we arrived at the store to find out that James was not there! We were advised that we could make the sofa into a 3 piece but it would cost an extra hundred pounds and take another 4 weeks minimum to make it!! A note was left for James to call us the next morning, but we heard nothing! So my husband called in the afternoon and finally spoke with James. He said that he would arrange for a loan sofa to be with us by the weekend, which was essential as we had guests visiting. I was then contacted by head office and they said that the earliest delivery of the loan sofa was Monday. By now this is two weeks without a sofa, and guests coming with nowhere to sit!!
Enough was enough so I went in to the brentford store to cancel my order to be told that I can only do this with James and he was busy. I waited for over 15 minutes and nothing! His new sales was clearly way more important! So I left, I have a busy family life and run a business - I do not have time for a company who simply do not value their customers!! I returned home to call head office to find out the only way to cancel the order is in store!!
I have never experienced such appalling service in all of my life, and will be advising everybody I know to NEVER ever use DFS!!!!
Like most people i know, i do reviews of the company that i am going to purchase from and low and behold DFS has a REALLY BAD reputation!! However, benefit of the doubt and all that my husband and I decided to visit the Plymouth branch of DFS and totally fell in love with the 'Hybrid leather corner suite'. The salesman (Brian) was really helpful, friendly and not too pushy. We spent the next hour or so sitting on the sofa, discussing it and comparing it to other sofas in DFS. I however was still not comfomfortable buying from DFS due to their crap reputation so we went back to the lovely Furniture Village store and tried our best to find something in their store, but to no avail. So back we went to DFS sat on the sofa and decided we were definitly going to purchase the l-shape sofa, 2 seater and footstool and were going to pay for upgraded leather and 5 year leather care protection kit. While we were waiting for Brian to finish with another customer we went and sat on a few more sofas just to kill time really and when we came back to our favourite sofa it had a new sign on it, saying display model sale?? We stayed on the sofa and Brian came over to us, he was as shocked as we were, now we cud have all the 5 pieces on display for a reduced sale price. Obviously we couldnt have leather upgrade on a display model but we decided to go for it and paid for it there and then. We were informed the sofa had to stay on display until 22/04/2013 and we would be contacted soon after re: delivery arrangements...........and to my surprise i received a phone call on the 22/04/2013 to say the sofa was now off display and they would deliver in 2 days time. The delivery driver contacted me 2 hours before the time scheduled and arrived as arranged, they did an amazing job as it needed to go up a flight of stairs to the lounge.
So overall we are exceptionally happy with DFS Plymouth, the salesman (Brian) and the delivery guys and felt the need to let other people know that although the majority of people rated DFS as pretty rubbish, there are people out there who ARE happy with the service and products received from DFS.
Absolutely livid does not describe it.
Bought a sofa from the Plymouth store on the 19th February 2013. Had to send my husband who is working away to the South London store to sign paperwork. This is 21 miles away from where he is working. Low behold, 3 times over the last 8 weeks he had to go back & sign the paperwork due to the incompetence of staff. The sofa was to be delivered 22/4/13 according to the London branch. Upon having to go back again on the 19th, my husband was told sometime in the week it would be delivered. That's 126 miles in total to sign paperwork, let alone the 25 pounds an hour loss of earnings. Wrote to Head Office on the 11th April and received a call on the 19th. I wasn't available and had to phone on Monday 22nd, was told they would get back to me. They didn't. Emailed Ian Filby (CEO) no response there either. They have an ethical duty to give prompt, efficient and courteous customer service at all times and should resolve complaints within 5 days.
Me and my partner ordered this lovely sofa and cuddler it looked fab in the shop once it came i could see it was not what we ordered so we rang up and said that they had sent us the wrong sofa we ordered a half red and half pattern but they sent us all pattern we also seen a bulge in it so told them that as well so they sent a man out to look and fix it he ripped it over packed it and went so we rang up again and was told they would send someone out again we waited and waied but know one came so we rang up again and again untill they sent the top man he looked at it and seen what the other one had done so he said he would fix all of it i was so happy he said they would pick the sofa up in a week but its been over a month so we rang again and got this cheeky man called david he was so rude and would not listen he told us the parts were ordered but some were missing so we said no its ok just take the whole sofa back and send a new one or give us are money back he said no and then told us that they were fixing it as a good will gesture so i laughed and said you guys got the order wrong and your telling me you are doing us a good will jester i dont think so we have the paper work that says we
ordered it rite so now the frame of the sofa is broke and i told them that too but he just said we will fix what was said and thats all . So please stay away from DFS unless you want to waste your money and get stressed will keep posted
Alina Mihai found this review useful
They lie to get u to buy wen u get ur suit it damaged and they dnt replace it rhey want to fix it its shocking service ive recieve i wnt be going back there again the managers are arragent and dnt care abou there costumers and need to go for more training IF I WAS U A WOULD STAY AWAY
Alina Mihai found this review useful
Still waiting for other half of order, has been 8 weeks on top of 4 weeks from order. Nightmare to get hold of and when you do still get nowhere- absolutely disgusting!! Date it was due to arrive has changed numerous times don't think they have any idea.
Alina Mihai found this review useful
Bachelor Sofa ordered Jan13 received March 13. Oh it looked good when it was first installed at 4pm on 11 March. Good so far!
All seats after less than 7 days resemble the feel of a toilet seat. I have sat on the sofa personally for approx 10 hours. Lumber support is non existent, and after 10 mins my back resembles that of a turtles. Comfortable? No, painful yes!
Have I told you about the smell? Oh my, let's just say it makes your eyes water! Your throat sore, and you feel generally under the weather! Probably because only the seat fronts are leather, the sides and back are not leather! I think it is known as PU (plastics are definitely used). BEWARE OF THIS WITH ALL SOFAS IN DFS, as this is one of there most expensive sofa's at present. The sales person said it was full leather. Name of sales person Daleep Singh (11E) Gallows corner Romford, Essex.
I hate to say there is more, the Sofa has a £995.00 Electric fully reclining chaise. Well that what i paid for it. Sounds good doesn't it? Surely that is the best seat you could sit on, right?
WRONG! Please wait a minute, I am going to have to go to sit on my 5 year old sofa, that cost a third of the price, because my back is killing me. Yes I was sitting on said chaise! It is not fit for the purpose! Toilet seat, lumber not!
This is what is wrong.
1. It has no support
2. It has so little filling in it, you can feel the springs that give up, even when my 7 stone wife sits on it. Hello Sunny xxxxx
3. It is a sprung loaded sofa, and the springs feel like that have reached the elastic limit. I am only 13 stone myself.
4. If I happen to sit between the seats, I get the manual recliner pull cord trying to enter me. It is the only part of the seat that doesn't move when you sit on it. Very badly designed.
5. This is day 7. I hate to say I will not sit on it again.
1. Well if I get a reputable upholsterer to survey the sofa, and tell me what needs to be be done to fix it, with an honest price, I will take that off of the £2,000.00 I still owe DFS. Or Ikano? Who are on the credit company.
2. DFS admit their sofa is not fit for purpose and take it back, without the bull, that the sofa is bespoke and made just for me? Did I ask for no stuffing, half leather, half PU, or as I call it, toxic stink, that gets worse each day? No I don't think I did, else I wouldn't have ordered it!!!!!!
I will keep you all posted...........
From Mr why oh why can't large companies treat you, as a person, and not a number on a balance sheet.
Note: I am going to take time off work to contact DFS tomorrow, wish me luck.
my day rate as I am self employed, is £300.00 take note DFS.
Tuesday 19th March
Waiting in store to speak to manager........
Manager has now become sales staff, making a sale. Sales men look bored, and are offering me tea and coffee. Nearly 40 mins waiting. Time is money!
Finally, 45 mins waiting and I am seen by the Manager!
Good news too! He assures me that my sofa, should be the highest grade leather, and my sofa is the daddy of DFS Sofas (his words). It should be full leather, he said. Back, front and sides. Wow! i showed photo's of my sofa, and he and his staff looked my sofa and they looked shocked! must have not been made correctly then, as I do not have a full leather sofa.
The manager said that he could not deal with my complaints though? I will be dealt with by the Colchester branch, as I live in Braintree.
Oh well, at least they agree with me.
Their surveyor will be round on Friday, to check things over. This is good as I have an independent upholsterer coming on Friday too.
A curious thing has happened though!!
I walked around Romford, and then drove to Colchester branch, and neither are displaying the Bachelor sofa........? A bit strange I think as this is the daddy of all the sofa's isn't it?
Stock rotation is what I am told. So I can't try the sofa in the showroom? It's probably packed at the back of the store, I am told. Can I try it? No it's packed.
Update on Friday 23rd March
Well we had a guy from DFS arrive unannounced on Friday morning. He walked into the room and said, Ahhh I love that smell it smells just like our showrooms, that is definitely leather he took one look at the sofa and said it was okay? I told him that the seats and backs had no support and we sink into them, he replied well that's normal with a new sofa, it takes about 12 weeks for it to bed in.
What! I said, after 12 weeks the sofa will be softer resembling a blancmange, how exactly is the sofa meant to get firmer and more supportive over time!! He didn't reply and he didn't sit on it, lucky for him, and left within 3 minutes. Arrogant, ignorant idiot (my thoughts only, other arrogant idiots exist). FACT
Also had a guy from Oreon Upholsterers in Braintree. (we paid for him).
He spent thirty minutes looking over the sofa, and sitting on it (poor man). He said he goes to at least two houses every week that have bought DFS sofas, and sees the same problems all the time.
What about this sofa? He laughed..... Well there is no lumber support what so ever, terribly under-filled backs! The seats are incredibly soft, and you sink into the sofa.
The Leather is not great, there are two very different grades of leather, the leather on the sides and back is very poor. The Chaise has a design fault as it reclines too far forward exposing the frame and you end up sitting on the frame instead of the under-filled seat!
Filling is inadequate Well there is no lumber support again, and the seat moves to far forward when reclined, so you sit on the frame, which is very uncomfortable.
How much will it cost to repair? I asked.
Well it needs to be taken apart, like we are going to renovate it, we would then fill the seats, lumber, headrests and arms fully. We would then adjust or remake the chaise assembly and put it all back together!
err. Do you know this sofa is two weeks old, I say.
Its going to cost hundreds of pounds he says. I am stunned...................
I ask for a report. He says it wont help.
He says, you will have better luck with the Furniture Ombudsman. You will need their number: 0845 653 2064.
So I now have to fill in lots of forms, pay for them to come an survey the sofa, and if they think it is not fit for purpose, or if anything is wrong, they will talk to DFS directly.
I also get a call from Shane at DFS Colchester. He was very understanding, and said to send him photos of the sofa, and he may personally come round and look at it.
Well I am and you must be bored of me chattering on, buying a DFS sofa has hurt my back, caused stress, and also made me have to write letters, make phone calls and fill in forms.
This feels a million miles from the tea and coffee offered at time of sale with the line from the sales man. Don't spend anymore money today HEE HEE!
I am sick of the smell and the sofa being in my house. It reminds me every time I look at it, of how ripped off I feel, and I look at it, not sit on it a lot.
As it is the daddy of the DFS range. I am sure all of this will end in me being given another Dodgy ******* Sofa from DFS. Oh well you live and learn. DO NOT MAKE THE SAME MISTAKE I MADE PLEASE.
Alina Mihai found this review useful
We found and purchased an Accent Chair from the Hanley Store in Stoke as an 'off the floor' show room model £140 including stain guard and no delivery as we took it away ourselves. This item was being offered at this price because they were selling off showroom stock. Really pleased with item and service. Second time purchase from Hanley with great service, thank you Hanley!
However, we decided we'd like to purchase a second one, which Hanley had told us Cambridge store had in their showroom. So I went to the store spoke to Ali (as there was no price tag on the chair) and for the same product he came back with a purchase price of £190! I queried the price and told him what I'd bought the other one for so he said he'd need to check with his manager, he then came and asked me for details so he could 'prove' that I was telling the truth, I'm a respectable Professional and would never dream of lying, I understand that some might. So I gave him my details which he verified and said best price they could do was £165 for same product. So I said I'd need to think about it, I had a wonder around the store and found another Accent Chair (Escape Butterfly) which I really liked. This also didn't have a price on it, so I asked for a price and he said it was the same as the other Accent Chair. I said with stain guard he said yes. I said could he do a deal if I purchased both chairs ie for cheaper than £165 per chair, he said he'd need to speak to the Manager. He then called me back later that afternoon and said he couldn't do anything more on the price. So my husband and I had a chat and decided over the weekend Yes we'd like the Butterfly one but we'd like to purchase two, so we wanted to find another store who had one. We called around and found Enfield had one. Their starting price was £245!!! So we explained price Cambridge had given. He eventually said he'd come down to £165 providing we were buying both products. So we said yes, then called Cambridge to put a deposit on the Accent Chair (Escape Butterfly) and they went back on their offer. Saying the Manager couldn't agree and tried adding another £49 for Stain Guard!!! I couldn't get to speak to Ali as he was serving a customer. We then had to call Enfield and explain to them. They said they'd call Cambridge to see if they could work something out for us and call us back. Neither store called us and I feel left disappointed by in particular Cambridge for going back on the deal and then by Enfield for not calling us back. Hanley you can have my service any day!
Alina Mihai found this review useful
Myself and my wife like others have had serious problems with DFS in Norwich. Staff telling us lies for example that our couch will be with us by a certain date and then when we confront in the store lying about it!! No, "oh I'm sorry for the delay" when it's been nearly 2 weeks later for delivery than it should have been. I can only hope that the warranty I have paid for refundable after having read it basically covers you for nothing. Terrible service!
Alina Mihai found this review useful
Bought the jester suite as it was on offer Purchased the sofa online over the phone (BIG MISTAKE) when the sofa arrived it was a different colour as advertised on the internet , phoned DFS and explained this and all we got was your computer screens show different colour in which we already know this but the jester sofa in mulberry was not the colour we got as advertised as we received a very dark colour and was not expecting a wine colour sofa we was expecting a lighter colour as shown on DFS website , we also asked if we could exchange the sofa for a different colour and we got a straight forward No.
So we are now left with a sofa that is no good to us customer service is appalling. We on close inspection of the sofa as threads hanging of, The cushions are not full enough and the seat cushions are already going out of shape on one chair after a couple of weeks..
I will never purchase a sofa from DFS again.
We purchased two sofas and a foot stool from DFS in Glasgow (London Road) My wife and I specifically asked the saleswoman who sold us it if we could return the footstool after it arrived as we were unsure if it would look ok in our lounge. We were told yes, we would be able to at least exchange it for a credit Fair enough we thought as we could easily have spent another £1000 later in the store.
When the two sofas and footstool were in just a day, we decided that the footstool wasn't working so I contacted the store to arrange a credit NOT even a refund.
They refused point blank to accept the footstool back despite the aforementioned agreement and seem quite happy in the knowlege that their staff are allowed to lie to customers in order to get a sale.
I wish I'd researched this company before buying the goods, it's clear that they are a bunch of shysters.
Fortunately we taped the sales conversation on my iPhone so it looks like it's a trip to my lawyer with that.
My advice, shop elsewhere, don't give these cheats the satisfaction of ripping you off.
I ordered 2 sofas from the Evelyn range, which initially were very pleased with, however after about 6 weeks the material started to bobble and fray and looked more like 6 years old, I contacted dfs and they sent out their service manager to have a look who agreed that the material quality was poor, so he offered to recover the sofas for us, we accepted his offer and they were recovered in our home, it only took 3 hours! However once again within 6 weeks the material was even worse than the first batch, so they offered to cover them in a different material, we had to go into the store to chose the material but were only offered 2 choices, so we chose one on 16th December. We did not hear anything from them so I called them on the 21st January, they said that they would have to collect the sofas and take them away to be recovered. They took them away on 26th January and lent us 2 sofas to be going on with, these sofas are awful extremely uncomfortable, both my partner and I now have bad backs as they are so bad! I am still waiting 4 weeks later for my recovered sofas to be delivered, I was told last week that we would definitely have them this week but I am still waiting. I have emailed dfs but they ignore emails and the store manager is not available to speak to me. If you are thinking of buying sofas from dfs I would very much advise you to think again, I paid over £2000 for my sofas 8 months ago and am still waiting to receive decent quality sofas!
I bought a dinning table, chairs and TV set from one of DFS stores in London. It took 40 days to arrange the delivery (fair enough, they warned me that it could take up to 6 weeks). When the delivery finally took place they couldn't assembly the TV set because the pieces didn't match (!) and they brought the wrong chairs (!!!). To make things worse they rude and unhelpful.
I tried to contact the shop on the same day, but it was impossible to get anybody on the phone. I wrote an email to the customer service which wasn't helpful either. To summarize, I have spent above £1400 on furniture that I have no idea of when I will got or in which conditions.
My advice, shop someplace else. Wherever you shop it can't be worse than in DFS.
Went into DFS Cannock November 2010 to choose a leather suite. Usual 'sale' was on. Looked at all display suites which all looked lovely. None of the suites on offer felt as comfortable as we would like so we went for a 'Jason' combination of a two seater and three seater which was priced at £2000 - more than we wanted to pay but were assured of the superior quality of the leather. The suite arrived in store far earlier than we had originally been advised which made us question whether we were being palmed off with the display suite. We made a journey to the store, our suite was no longer on display, bit disconcerting - don't forget at this point that we didn't even benefit from 'sale' prices. Expressed our concerns to the sales guy who assured us that we were not going to be taking delivery of the display suite but that he could understand our concerns. We were taken through to the storage area and shown two suites, both wrapped up in the same way and assured that ours was quite separate from the ex display one and that DFS don't fob off customers with ex-display suites when they have ordered new ones. We questioned why the display suite had been removed from the shop floor and was told that it was to make way for the new ranges - plausible I suppose. We took delivery of our suite and it looked wonderful and was very comfortable. As all the adverts suggest, the four years interest free credit consists of the first 12 months with no payments so we were very concerned to notice that the leather colour was fading within that first 12 months so before we had even started paying, our expensive suite looked nowhere near as nice as when we had taken delivery. We had even purchased the recommended cleaning product from DFS which consisted of cleaning cloths and leather protection cloths which we had used as instructed. Our suite is supposed to be a rich dark brown. Within that first 12 months, the only parts of the suite that still held their full colour were the rears that were against walls and oddly one seat cushion. I contacted the store and complained. The person who took the call looked up our details and said that the superior quality of the leather used on our suite should not have resulted in any kind of fading or discolouration and that she would arrange for someone to come out and inspect it.
The guy arrived and spent several minutes looking at our suite from different angles. I said that it was if some sun bleaching had taken place and that we were given to believe that this would not happen with the type of leather used. The guy went on to say that his own suite had been sunbleached despite closed curtains. I replied that we had previously owned two much cheaper leather suites (not from DFS) that although they had become less comfortable with wear, they both maintained their looks. Given that we had paid a lot more money this time, we expected that to be reflected in the long term looks and comfort of the suite. The guy suddenly noticed a scuff on the suite and asked if I would mind telling him what it was - I explained that the dog had scuffed it slightly jumping up on it but that my complaint was not related to this and that we took responsibility for that. The man then went on to say that he could not see any colour difference but startedto ask how we had been cleaning our suite (why ask if he thought there was no difference?) Then this man who could see no difference said that he had some special lotion in the car to help restore colour which he went to fetch (again, why would you suggest this is you weren't agreeing that there was some discolouration) He spent a couple of minutes bringing a patch of one of my sofas to a glorious shine but there was not any difference made to the colouring. Then (and this is the really fuuny bit if we weren't talking about £2000) the guy suddenly appeared to have a eureka mement when he declared that we had purchased a two tone leather suite! I was getting annoyed now at the very obvious fobbing off so the guy said he would speak to his manager. He went outside to make the call (surpise, surprise)Then came in and said that his manager had asked him point blank if the suite was faulty, he had said no, so they were leaving the matter there.
I should have sought legal advice over this, but my husband and I work long hours and it is difficult to find office hours time to do this. As things stand, we are mid term paying for an expensive suite that looks awful and it has become more and more obvious that the one seat cushion that has retained its colour is made of a totally different leather than the rest, the texture is even different. We are extremely disappointed and won't be shopping at DFS again and would urge anyone who is shopping for a suite to think twice. Since my experience, I have spoken to others who also say that the life of their sofa was far shorter than the payment term when using DFS. Itis such a shame, since we love our suite comfortwise but it is obviously important that it stays nice aesthetically, and as for 'two tone',not even close, there are many shade differences throughout the suite.
Suzanne Evans, Burntwood, Staffordshire
I visited the Tottenham Court Road store a couple of times to look at sofas. Each time, the staff there were excellent, giving me just the right amount of attention, without being too pushy. I eventually ordered the sofa on the phone and again, the staff number couldn't have been better. When the sofa was delivered, the Belfast branch contacted me in advance to arrange which day and morning / afternoon suited me. I was then called that morning by the delivery guys with a ~2 hour time slot and again when they were leaving the previous delivery to let me know they'd be on their way. The whole experience couldn't have been better.
After an absolute nightmare with Next (see my review: http://www.trustpilot.com/users/2455887) DFS came to the rescue.
The in-store service was welcoming, friendly and not overly pushy (yes, there was the usual upsell-type talk, but not in your face) while our sofas arrived within the quoted lead time and on time on the specified delivery. Can't really ask for more than that, highly recommended!
Ordered my sofa at Liverpool Speke store. Went there on Boxing Day and was one of the first customers. Didn't get "hassled" too much by sales staff, was more or less let to my own devices until was ready. The sales guy was helpful and informative and not pushy. I was let to pick my payment option (noting to pay for a year and 0% for three years). I was told the sofa would be delivered within 5 weeks. DFS rang me yeasterday (4 January 2013) and told me the sofa would be delivered on Monday (7 January). How good is that?! They rang me again today (5 January) and gave me the time slot. Five stars for the service!
We ordered our sofa bed on-line on 11-November having read through the delivery procedure and guidelines which said:- "As a general guide we would normally expect you to receive your items within 5 weeks from placing your order" !! Therefore, perfectly timed for family arriving on the 21-December for Christmas - giving them something to sleep on. We rang Customer Service around 4-weeks to be told that they could see on their system that our order would be arriving in our local store on 21-December and therefore the soonest delivery slot would be 22-December (leaving our guests to sleep on the floor for 1 night) .... when the store finally rang there were no delivery slots available for the 22nd and we are currently awaiting a further call to hear of our slot for delivery 23-December..
WHY GIVE A GENERAL GUIDE OF 5 WEEKS WHEN YOU EXCEED IT SO BADLY & AS FOR CUSTOMER SERVICE, THEY DON'T KNOW THE MEANING OF THE WORDS! Sooooooooooooooooo disappointed and has ruined our Christmas in our new house.
We bought our Langley 3 seater sofa from the Peterborough branch, very helpful sales assistant who wasn't pushy at all. Waited just over 6 weeks, we were called 2 days before delivery day, then called the day before to tell us a time slot which was 10-12, the delivery man called me half hour before they got to our house (arrived at 11.30) then once here he laid down mats to protect our carpet & placed a towel behind the lounge door to protect our desk. 2 men brought the sofa in without any problems & set it up, taking away the packaging. They were professional & friendly. The sofa is fantastic.
I think after reading the negative reviews the service depends on the store/area.
What can I say? Rubbish sales technique , force sales to buy more with silly insurance and warranty! To top that off, they don't deliver on time and make you wait all day without a call , they just say 7-7, and allegedly they call an hour before but I didn't get that, actually they never delivered on the day , so a day off for nothing? ! Don't bother with them!
They are rubbish, the salesmen promise you the world and say you are covered by anything and everything but when it comes down to it you are covered for nothing, absolute junk, The salesmen clearly said to me a pen mark would be removed under the guarantee and then followed up with "whatever your 4 year can do to the couch it will be covered". Would never buy DFS again, do a simple google search and you are inundated by pages and pages of complaints about this fraudster company with their rogue salesmen, they were also on watch dog. stay well clear of DFS, go on ebay and see what a 2nd hand one looks like after just 1 year, thats the build quality, the 5 year guarantee!? well you might as well have just torched your £150, atleast you would have had something to show for for it, burnt debris, which is more than you would get from a DFS guarantee...
Bought a Leather sofa bed and recliner from Ruislip
I never write reviews but thought your branch in Edinburgh (Jewel) deserved a mention.
After purchasing a sofa (and not taking out extended warranty, my stunning sofa started to show severe colour fading. I was very disappointed and starting googling the same issue To see where I stand. 9 out of 10 reviews were awful so I expected the worse.
I had your leather expert out who assessed the issue and did ask lots of 'incriminating' questions as to how the fading started (doing his job). I got understandably upset at the thought of DFS walking away from me for not taking out extended warranty. I specifically remember your man saying 'we won't walk away from this, that's not what we're about'
I got a call the following day from a lady in store saying that thy would fully reupholster the sofa at no charge and offer a replacement couch in the mean time (even though I said it wasn't necessary), she insisted, she also suggested I pop in store to chose my colour if i want to change. They even let me take the samples home to see how it would look with my decor.
Chaps in store were so helpful and advised us on the best colour for durability.
Old sofa picked up, replacement delivered same day ( well within stated delivery time, always prompt ). And new sofa delivered 2 days later, gorgeous. This was all done with excellent communication with the store, always called myself and partner to update us.
I am a very happy customer and would not hesitate to recommend DFS. Your in store staff, leather expert, delivery drivers and couriers of the Edinburgh store are a credit to your company, please pass this on.
I purchased a sofa from DFS 3 years ago. On the day I moved house I discovered I could not get my sofa in my new house. The removals were less than helpful despite having once held a contract with dfs - hmmm wonder why they lost it. Anyway I phoned DFS and the guy on the phone was so courteous and helpful and they asked someone to come round to my house and help me. The man that came spent a couple of hours dismantling my sofa to carry into my house and then put it back together again for me. I cannot thank DFS enough for the superb level of service they provided me and how they made a stressful day so much easier. I would highly recommend them and will use them again and again. Thank you Carlisle branch. I hope I don't need a sofa for a good few years now but my sister will be heading your direction in the near future as she recognises the value of the high level of after service care you have displayed.
We purchased a settee and although pricey for the lightweight quality, be used dfs for the interest free credit for 3 years.
From the first payment in January 2012 until now, we've had nothing but problems from Santander, including threats to claim back the whole loan, even though the account was up to date.
You can read our whole story www.dfsnightmare.co.uk
Some time ago, we ordered a 3 piece from DFS, and after giving the measurements at the showroom was told that there would be no problem and paid a £100 deposit. On delivery, they couldn't get it up our stairs and we lost our £100 deposit as it was 'specially made'. This was normal for DFS at the time, and all I can say is that if anyone orders from them, make sure your measurements are spot on, and ignore the salesperson. Explain if there is possible difficulty in delivery. You have been warned.
Ok so when we think DFS we think sofas, however DFS has now gone in to selling other items of furniture too, like dining furniture and other living room furniture. Well as I had used DFS before and had a good service from them I had no problems in using them again to replaced my old sofa with a new one and while I was at it I thought I would order a Coffee table, TV stand and Highboard (sideboard) from their Heston range at a total cost of £1646 not including the 2 sofas. We paid the deposit but after a couple of days received a call from DFS asking us to pay for the other furniture items in full as these didn't come from their manufacturer it came from someone else. Ok at that we paid for these items in full this was back in February. So on 30th April when we arranged for delivery of the items we were excited to see our new sofas which are sitting happily in our living room. The other furniture which was delivered by a different company turned up later the same day and was all packaged up tightly and carefully removed from the lorry. The delivery drivers opened the packaging and straight away I noticed a problem, the TV stand had a huge split down the top of it. We checked the Highboard which had already been unpacked and noticed the a glass panel was chipped and at that I'd had enough. We didn't check the coffee table, all items were refused and sent on their not so merry way.
I contacted DFS straight away and this is where the problems continued, DFS have only just started using this manufacturer and don't know the procedure for complaints or refusals. So I had to wait days so that the local branch could speak to the head office and then the manufacturer and then we got a call from John Lewis who as it turns out are the ones who sell the furniture. So the manufacturer works for JL and DFS sell the items on their behalf (something like that) so back to the call, John Lewis said we would get new items and would receive a call in 2 weeks to arrange delivery. The call came and the items were due to be delivered today.
I received a call from the delivery driver because he recognised my order from the last time he came here. He had opened the TV stand to check it and low and behold it was exactly the same as the one we sent back with the huge split down the top of it.
I contact DFS who got straight on to it and called me back within 5 minutes to say the manufacturer doesn't work on Thursdays and Fridays so they will have to deal with it on Monday (don't work Saturdays and Sundays either by the looks of things).
So yet again I am without furniture for my living room with hasn't been used since the beginning of March. I have taken 2 days off work to be home to take delivery of these items and lost money. I have moved furniture to make room for the new items and I am 100% fed up with the whole poor service and quality.
I would warn any of you before jumping to order any of these items from DFS purely out of the inconvenience of having to deal with a 3rd party should something go wrong. I wouldn't use John Lewis as they sell expensive items of poor quality and at no point has anyone apologised or offered any form of compensation for my trouble.
I bought a dining room table solid walnut from Argos and you know what it was cheaper than one of these items and of better quality.
DFS you would of got a higher rating had it of not been another company letting you down or your after care procedures when dealing as a 3rd party.
Just and update on all of the above we received a call on Monday to say they will delivery the brand new items this Thursday (today) and they had made a mistake and delivered the damaged items again. Guess what the delivery company contacted me and told me they were exactly the same items again. THIRD TIME THEY HAVE SENT THE SAME DAMAGED GOODS. CANCELLED ORDER AND GETTING MY MONEY BACK WHAT A JOKE OF A COMPANY.
We bought a 2 and 3 seater Supreme sofa from DFS Gateshead. We have had an ongoing issue with the 2 seater sofa in that a repair to an underside zip had caused the electric recliner not to move correctly. This in turn caused scuff marks on the leather of the frame and kickboard of the recliner. DFS did try their best 4 times to get the correct match for the leather on our sofas but unfortunately this was not possible, as hide is a natural fabric - and after two years - even we knew this was going to be a mammoth task. After the fourth attempt at a replacement leather seat cover which did not match; DFS offered that we could go into store to have a look around and pick out another suite. This was done and we were very well looked after on the day we went in - nothing was a bother - unfortunately we did not see the store manager of the Gateshead branch (who wanted to deal with this personally) but we saw a relief manager called Dale. He was excellent and made sure that we were happy with our choice. All of the staff we dealt with in the store were friendly and helpful. After what could have been a disaster DFS staff restored our faith in the company.
if you buy off this lot,look at the furniture in store but only buy online by credit card as they have a very bad policy of refusing a return of purchase price for goods bought in store,saying they made it specially for you and cannot accept returns,but by buying online you are protected by the distance selling act and can return the goods if not satisfied with them and have the proyection of the law on your side.otherwise if you don,t buy online then do not buy off them.
I have had my sofa for 2 years now, looked very nice for about 6 months. The cushions even through turning every couple of days, plumping up cushions and protecting with throws, is still wrecked with just 2 people living here!!! The sofa is poorly made and very cheapely with staples holding down most material, have found loose staples and material coming away. After reading through insurance and covering you for........pretty much buggar all would urge people to not bother and put it on house insurance. States doesnt cover for everyday spills and usage....................???
i cannot choose a rating.....i feel very let down with this company after buyin my suite. after several attempts complaining to dfs about my suite i have given up....the suite is shoddy made very uncomfortable to sit on the cushions r flat and the leather is baggy around the frame....ive been told im sitting on it wrong n to give it time to wear in .....i will never use this company again please be carefull before u buy thanks Vanessa
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