I had got in the habit of buying expensive furniture that I had to wait 3 months for delivery and it wasn't that great when it arrived from the likes of Barker and Stonehouse and John Lewis. I thought I'd give DFS a whirl as young children don't really care about the price of a couch. I LOVE my new couch it is pure luxury delivered within 2 weeks and more than half the price of my last one. I have no issues with recommending DFS, they actually do themselves a disservice with their marketing as I always assumed it was a cheap product- I have been converted. I spend the savings I made on pictures and accessories for the room so it looks just as good as the more expensive alternatives if not better.
Firstly, I love the products and have used for years, I always had the feeling it was a luxury product and a treat to use. My husband always bought me the candles, perfumes etc for Xmas. I have had a horrible expereince with one of their candles but their customer service totally shattered the "Jo Malone" brand for me. The candle caught fire and the glass shattered, I was shaken and concerned and logged a complaint on their web site. I got a holding email and then ...nothing, I then phoned the number provided which is Estee Lauder call centre (their new owner) outsourced to IBM, after holiding for 25 mins I hung up - sent another email , same cycle of events. So I called the concession it was bought from, nice lady but couldn't help and just provided another number to call. After 2 months someone called me back and said I needed to send the candle back and they would refund the price of the candle, I got a Estee lauder cheque in post - no mention of Jo Malone, no apology. They do not seem in the slightest bit bothered that there is a fault in the candle nor have any desire to replicate the buying experience of Jo Malone - clearly when they have your money the service ends. You get a better experience from Tesco or Marks and Spencer - I shall send the candle back as it is dangerous but I have little hope of any service recovery. Shame a bit corporation has taken over a lovely brand and ruined it.
I love the products and was buying a lot but the length of delivery is a problem and also a couple of orders got "misplaced" along the way and I was told the order had to be cancelled and I would be refunded. If I hadn't noriced and chased I don't think there is a system to have pro-actively contacted me, bearing in mind they take the money up front it has put me off using them. You can source the products yourself with quicker and more reliable methods of delivery, the prices are not that much cheaper.
Lorgnon Lulu found this review useful
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