Duty Free DFS Reviews 152

DO NOT BUY FROM DFS I waited 6months for a sofa from November until now and thay have now told me it’s been discontinued and thay don’t make it no more and there’s nothing that can do I’m sitting in my flat with out any sofa it’s a disgrace there staff are rude and only care about the money that don’t even deserve any stars every 1 this is the poorest customer service I have ever received

Ordered a 4 seater, 3 seater and a foot stool back in January, was told due to covid delivery would be 1st April latest. The sofa didn't arrive called and told its in transit and will arrive latest the 5th April, the 5th past then repeated the same story told it will arrive on the 9th latest the 12th. The 12th came still no update, again the same story its in transit but will arriveby the 17th latestthe 19th. So here we are the 19th and here we go again told the same story it will arrive by the 23rd latest 26th.

I told DFS that if its not here by the 26th then don't bother, its obviously not arriving, it'd not ready for delivery, just lie after lie.

I am awaiting a call from their customer service to cancel the order, but no call will happen as they don't call back, just fob you off, so you go away.

I have since been out and ordered a new sofa from another supplier, so I won't be signing for the goods, if and when ever they arrive.

Save yourself allot of stress and aggravation and order from somewhere else, read the other reviews, its the same issue over and over again.

DFS doesn't even deserve 1 star. They have let me down on delivery with no apology. All my emails to their Webadmin have been ignored and they have failed to take ownership of their logistical failure.

As said in reviews they blame and hide behind their supply chain. I think the company has become too big and are not able to cope with the volume of orders and their customer service staff are useless and rude.

I have been a customer of DFS for a few years and although their quality isn't the best I have bought settees from them as there is a local store which is convenient.

It is a shame that DFS have now lost me as a customer as I do purchase regularly for my property business.

Seems after reading numerous reviews on here I’m one of many. Ordered two sofas back in January paid in full up until 10/4/2021 still no idea when they are to be delivered so I cancelled the Oder. I was told someone would call and arrange to have the money put back on my card, four days later call to tell me a refund will take up to ten days to process. Absolute awful company would not advise anyone to use them. We were lucky we will get our money back and have not had poor quality rubbish delivered to us. Be careful people.

Being outraged if an understatement with DFS, we had a delivery after ordering online yesterday and these awful sofas that was not described was delivered, they looked horrible and cheap and wouldn’t last a few months and the colour WOW awful!!

I called straight away and said I’m
Not happy and the lady said that’s ok I’ll get a call back and you could received a replacement so have a good look on the website (that I did) or I would get them collected no trouble so that was all good and we shut the room off so the sofas haven’t even been sat on.

I just received a call stating “ so you want to send your sofas back OK you have to get them to Doncaster or that will be £390 for collection and refund will be given if there is no damage in transit!!”

I was shocked no offer of an exchange, no asking why I was unhappy, no care about why I was unhappy what so ever it was just way the company wants and that’s final!

£390 to be collected and refund only if there is no damage in transit WOW.

I have now received an email telling me how I have to send the sofas back to Doncaster and no mention of collection.

What sort of customer service is this, how can people expect anyone to just have £390 laying around and be ok to loose the £3000 spent on the sofas if someone damages it on deliver!

We ordered a sofa from DFS back in December and we were quoted a 10 to 11 weeks lead time for manufacturing (including the Christmas holiday period)
Until now, the sofa have not been delivered to us yet and they couldn't even provide a definitive date for delivery.
I received a text to book the delivery for 18th of March, which I did and took a day off to be home and receive the sofa.
However, one day before I was informed that the sofa will not arrive and that is due to arrive at tour warehouse on 23rd of March (date indicated on their website as well). I have been assured that once received in the warehouse the order will be delivered next day.
I have checked the website yesterday(23rd of March) and the delivery date to their warehouse was pushed back to 29th of March. On 23rd of March I contacted the customer support through the web chat and they couldn't give me a reason for the delay nor to confirm a delivery date.

After several complaints, Saturday 27/03 I was called by one person from the customer service team and I have been told that the sofa is "obviously coming from overseas and is delayed because of the ship blocked on the Suez Canal". Incredibly, they are blaming all problems of the world. 2 weeks ago I was told that my sofa is manufactured in Italy (therefore the name) and that the container is stuck somewhere in UK's port.
How come this is blocked on Suez canal now ?

Today 29/03/2021, on advised date that the delivery should arrive in UK I have contacted the customer support team via the web instant message. I have been provided with the same standard response, blaming Covid, brexit and the foam shortage. I have been told that there is another delay of 2-3 weeks, but nothing is for sure. How is this even possible ?

DFS

Can you please take some responsibility and 10 minutes to look into this order and let us know where is the sofa at this point in time. Is it being manufactured, shipped ? And what is the delivery date for the sofa?

Your customer service is beyond any expectations.
Further to your initial excuses that the sofa is delayed due to Brexit, covid and foam shortage (all known at the time of order) you do not want to take any responsibility for this order and you are blaming your supply chain.
I have purchased a sofa from yourselves, not your supply chain. You should ensure this is delivered to us in a timely manner.
When we paid for the sofa on 14th of December, you were glad to take our money. Now, weeks later after the day the sofa was meant to be delivered, you only provide standard responses, without even looking at the problem. Why you are unable to tell us the status of the order?

What are you looking to do to make things right ?
What you are doing is called unfair selling practices, advertising that you can provide a sofa on 10-11 weeks lead time, shorter lead time than your competition. You sell the product and then you don't care.
Your response that the "delivery date is advisory" is unsustainable. You provided a fixed date, not an interval and there is nowhere written that the order can be delayed. Even when there is a delay, companies normally know where their orders are, for how long is delayed, why is delayed and when is expected. They care about their customers and don't treat them like a cash machine.

I will raise this with the furniture ombudsman if I do not receive a satisfactory response in the next 48 hours.
My time is not for free to chase an order you should be looking to fulfill.

So far you failed the delivery on three attempts: 18/03; 23/03 and 29/03. Today, 29/03, you cannot provide a definitive answer to when the sofa will be delivered.

Regards,

Robert

After waiting few months I have got my “sofa bed” . Wow , what a experience . Cushions very low quality- after few days they look like few years old. Mattress- I would not offer any family member to sleep on it for one night, nothing inside, extremely uncomfortable. Milton Keynes DFS costumer service- hmmmm, I have called back minutes after miss call from them and there’s no one to answer... Really, save yourself money and stress and go elsewhere- you will get good quality. I wouldn’t take my sofa for free. Im done with DFS and I’m advising to everyone to stay away from it.

Bought a 4 seater and 2 seater in December told it was 15 weeks waiting which was fine, with pandemic and world gone crazy i understood the wait, had a call to say my funiture is due to be delivered, on delivery day I only received 1 sofa to be told by customer service the other sofa will follow, no date given after a number of calls im none of the wiser still today as to when my second part of order will arrive, i am absolutely disgusted with the service of receiving my funiture in 2 parts weeks apart I may add, nobody is helpful and just to be told it may arrive such a date, i would never of purchased here if I knew this was to happen very dissapointed

I gave them 1 star because I can’t give them zero. Bought a 3 piece suite off them 2 years ago, seats have collapsed all the foam cushions have disintegrated, sick of vacuuming it up. For a suite that cost over £2000 I would have thought it would have lasted a bit longer. I also found the after sales service is non existent.

Had a new 3 seater sofa delivered and within 24hrs noticed sagging on two seats. Spoke to rep at Grantham store when they brought round a table we also brought. He said he wouldn't be happy with it either but we had to wait 3 weeks for a visit. Fast forward 3 wks and the chap who came to examine sofa said it's to be expected. After much young and froing he said he would refer back to store but as far as he concerned the every increasing sagging and wrinkling of leather was normal. Called the store a week later on 18th to be told they will be doing nothing. Report states it's fine. I asked for a copy of report to be sent to me .Nothing yet received. I have brought leather sofas from DFS for 20 plus years. Never before had this issue. So upset by outcome so far.

Bought a corner and a 2-seater back in Sept 2020. It was delivered January 27th 2021. Due to the pandemic restrictions, I wasn't able to watch the installation team when they brought the sofas in and set them up, which I was fine with. I waited in the kitchen. When they left, one of them shouted in the front door that they were done but they would wait in the van for 10 mins so I could inspect. They didn't wait, they drove off straight away. Upon inspection, one of the cushions is "sunk" or "flat" very noticeably compared to the others, and another cushion is frayed. I emailed customer services that day, I am still awaiting a reply. I have emailed numerous times and haven't gotten through, and trying to phone them is a waste of time. I emailed customer services when I was waiting on delivery (just a general query about the upcoming delivery) and they got back to me same day. Funny that.
I'm happy with the sofas, besides the faults of course, just extremely unhappy with the after sales. I will keep on at them :)

I bought a bed from DFS in October 2018 ready for moving into my new flat in December 2018. By April 2019 I had to have someone out due to the noise the bed made. Even just sitting on it made a horrible noise as if the bed were decades old. The gent that came out tightened the bolts ect but it still didn't help. Honestly, you could turn over in this bed and it would just creak so much so I struggle to sleep if my partner is in the bed as it is so noisy! Never experienced this with any furniture especially since it's basically brand new - it's so bad now I actually want to get rid of it and I haven't even finished paying it off!!

Only 1 star as I can't give zero, bought 2 noah 2 seater sofas from dfs only had them for six months when my wife noticed a small tear in the fabric and the material round about it is worn very thin its on the seat pad. Had dfs come round to have a look he advised me that the sofa has a tear in it, I said I know that's why your here. Asked me if I had bought the extra insurance to which I replied no to which he said that they wouldn't repair it and that I will have to pay for a new cushion no doubt that will probably be as much as a new sofa. He said that we must have caught it with something which we haven't the material all around the tear is all worn which apparently is also my fault . Will never buy another sofa from dfs . Ps it's only me and my wife at home so not as if we have kids jumping on them. Be careful when buying from this company.

I ordered 2 different sofas in January. To be honest with COVID and materials harder to get I wasn’t explicating to receive till may the latest. To my total surprise within 5 days of ordering the second part of my sofa order my it had been delivered and was in full working order and looks amazing. I no the first part of my order will take a lot longer as it’s the smart console and there’s a lot more to it. I just wanted to put up a review as I’ve seen so many bad reviews and others telling people to avoid dfs. I just like to say I have had my last 4 sofas off dfs and never had a problem. I would like to say a massive thank u to dfs and for people not to be put off by negative reviews. Times are very different at the moment and we just have to be patient xx

Ordered sofa 1st November. Was told could take up to three months due to covid which ultimately I understood. Was due to be ready 22nd Jan. I heard nothing by this date so I started to chase. I chased every day for 4 days by phone and online. Every time I spoke to someone they said 'yes its due this week I will chase the factory.'
Today I received an email to say it would not be ready until early to mid March.
I am a single woman living alone in a flat sitting on the floor during lockdown, and have been for three months. They are unapologetic. The news brought me to tears.
Really upset to be honest. Just wish I had read the reviews on here before I ordered with them.

We ordered a king size bed after reading on the website that it would be built by the "DFS Team" for us. We even checked using the online chat function that this was the case and they confirmed it. When the order came, 2 guys deposited 3 boxes just inside the front door and left. We rang DFS and were told that COVID restrictions meant all beds were now self-assembly. We received no communication beforehand, and the website has now changed to say 'self-assembly' - they blamed me for not checking. As if I was supposed to go on the website every day just in case! They have "no record" of the online chat, and of course we cannot prove what the website originally said. We demanded a refund only to be told that we would be charged 20% (of £750) as "part of their T&C's". So that's £150 wasted AND I took apart our old bed and threw it away beforehand, so we're sleeping on a mattress on the floor. We will never buy from this company again.

All issues have been resolved.

I ordered my sofa in September 2020. They said they will do their best to have it delivered by Christmas or January at the latest. There has been no communication from them apart from one email recently, which said my sofa will be delivered as per estimate (January). Well, I phoned them up today and they said they estimate the sofa will be delivered February, maybe mid February. Spoke to customer service and all I got was an APOLOGY and a compensation of £34. Well, they can keep it.

Dfs advertisement campaigns show you a…
Dfs advertisement campaigns show you a british factory and countryside where your sofas are made. They are partially made in the UK but that depends on the sofa. Which the store does not tell you unless you ask!! Dfs should state and clearly advertise to the consumer, what sofas are made in the UK. This gives the consumer the information and ability to make their own decisions as to, if they wish to buy the product or not. They are deliberately misleading all consumers by misleading adverts and not volunteering the information in store
So do ask at the time of purchasing. I am not happy that what I thought was a UK built item is on a boat from China. I always, when able buy british made products, to support our economy and help our fellow countrymen by providing jobs and income.
So please be aware.
Thank you

DONT BUY FROM DFS
we brought our new 2 seater and 3 seater on August 8th on the spur of the moment.
We wanted to update our lounge as our present leather 3 piece suite was 25 yrs old and still looking good.
We chose our British made chairs as sales man said in his speel all dfs furniture in UK made.
Told us we should get rid of our old chairs by 9 weeks as at present the delivery times are 10 to 11 weeks as there is a cost to take old chairs away.
9 weeks came and we sold old chairs 12 weeks came no delivery date ,I could now go on and on about broken promises and no phone calls back to say where our chairs are.
Had words with them last week as last delivery date 16th December has passed with no phone call again to day our British made chairs have been told they are not even in this country because of problems at felixstowe port .
We never brought a Chinese made chairs we brought British made if we had been told the truth probably would not have been a problem as we would not have got rid of our chairs 10 weeks ago .
New update is maybe we might have chairs in this country the week of 12 th January and that's not even a delivery date that's it could be at the port we are not holding our breath.
We understand that the country has its problems just tell us the truth we will never buy from DFS again or recommend to anyone.