September 2023 by Fay Cook
It's been 18 months of a hellish experience and I am still battling with DFS to resolve my never ending list of issues with my sofas.We purchased 2 x Arrio sofas in spring 2022. When being delivered one of the sofas had a rip on the side so we had to wait for someone to inspect the sofa. A man in shorts, dirty t-shirt, on a mobile phone, in a very dirty van arrived at my door 6 weeks later and didn't even introduce himself. 2 months later, after having to fight with customer services and the manager at Cheltenham I finally was given the go ahead for a replacement sofa.Next issue- 6 months later we (my whole family) started noticing how scratchy and bubbly the fabric had become on the sofa. It was very uncomfortable and we ended up having to place blankets on top. I contacted the Cheltenham store and customer service who (after fighting once again for someone to help) an inspector from DFS came to view the sofas who explained (it's just what the fabrics like) but agreed to replace the covers on the sofa. 12 weeks later I received an email saying the covers were ready. I requested they be delivered to me. This was 3 MONTHS AGO! I have not had my covers, I have called emailed, messaged DFS and every time I miss the service managers call from Cheltenham. Why on earth do you have a stupid phone system where I can't speak directly to the store!???? Ad insult to injury, it seems the sofa is no longer available and I can only presume because of the poor quality of fabrics and design.Where are my covers? Why is your communication so poor? Why has this whole experience been a nightmare from start to finish?! Just tell me where my covers are!!!!!!! No doubt this fabric problem will return in 6 months anyhow. 15year guarantee???? I really don't think so.
September 2023 by AndyW
Great experience from Lauren, made the process fun and easy. Back soon for the TV bed.
December 2022 by Alison Travers
Appalling customer service from the store and head office! I have a chair that is 9cm lower than advertised, apparently this is within tolerance! So I now have an £850 dog chair because it's too low for humans to use!! And the answer from head office? Oh if you don't like it get alternative advice! My advice is read the reviews carefully before you part with your hard earned money!
October 2022 by jacque cousins
Found our new settee with the help of our interior design crew
July 2022 by Michael Rowan-Maxwell
Terrible after sales. Been waiting for a part for over 3 months no communication. Beware
July 2022 by Pete Yates
Wide variety of stock to look at,staff actually left you alone unless you asked for help - I detest being set upon as you walk through the door.No pushy sales tactics unlike next door ?
March 2022 by ANDREW BROADWAY
Nice shop, friendly assistant, just didn't have what we were looking for....
March 2022 by Stacey
Excellent service in store and when the delivery guys delivered my sofa. They were lovely it's a shame i didnt get there names. Overall a great service and customer service all round! ?
February 2022 by julie bartholomew
DFS have been good over the years. My last sofa lasted 23 years and gone to be recycled. As they have been so good I would order a new one, I had found the one perfect for my newly decorated room the Alfresco corner sofa in Light Blue. Really looking forward to the delivery on 27th Jan, it arrived on time BUT IT WAS THE WRONG COLOUR Dark GreyI am not pleased, now having to ring, email, send pictures. Just get me the sofa I ordered
February 2022 by Paul Fisher
We have waited 14 weeks for our sofas only to receive a call today that it is discontinued. What an appalling way to treat your customers. Kicking myself for ignoring the poor reviews. Will not make that mistake again.??
December 2021 by natalie smith
DO NOT BUY!!!!!! It won't let me use less than 1 star, but would be a negative score if possible.Absolutely shocking customer service, with call centre staff who are unable to do anything to help. Extremely slow response to emails. Even had one customer service team member laugh at my situation. Below is my email to their contact us email, to which I have received generic replies, with no resolution. DO NOT BUY FROM DFS! Unless you want to wait over 4 months, and want to spend hours on the phone to customer service.To whom it may concern,I would like to express my utter disgust at the service we have received from DFS. I ordered the above on 23 July, over the telephone with the understanding that it would be delivered in October, around the 25th. I emailed to chase this as we had no communication regarding the delivery and the website just said that it was being handmade. I received a reply that it would be delivered end of October, start of November. When I eventually got notification that I could book delivery, I went on the website to find that the delivery address was incorrect. I called multiple times to try and rectify this, and was told that emails were being sent to get this changed by the appropriate department, however this never seemed to happen. I then got a phonecall to book delivery, and was told that the address had been changed. On the day I received a confirmation phonecall from the delivery driver, however it later transpired that they had the incorrect address, and could not deliver to the correct address as I ordered the sofa on finance. Following another long day of phonecalls I eventually had to send proof of my address to get the address changed, and got a confirmation email of this. I was contacted on Friday to book delivery again, and it was confirmed that it was going to the correct address, delivery was booked for Monday and I got a confirmation text on Sunday, after another day of waiting the sofa did not arrive. Again another evening of phonecalls to find out that the sofa did not even leave the delivery centre due to an administration error. I was told next delivery would be Thursday, and I requested this to be earlier if possible, and was informed that the delivery centre would be contacted via email to facilitate this. I have received no communication regarding this, so called today to discover that no delivery has been booked.This is all disgusting and I have been laughed at by your customer service team, who have all said they can do nothing and that some are working from home with no option to contact anyone.I today have reached the end of my patience, and have asked for it all to be cancelled, to be told that I have to wait again for the store to contact me, again a total joke, made worse by the text message from the finance company confirming they are taking first payment.You have left a pregnant woman with a 1 year old child sitting on a deckchair, and this is insulting and disrespectful.I am writing to ask for information regarding this, and want evidence of the emails that have apparently been sent internally as I have doubts that this has happened. I am also requesting compensation for the 5 1/2 hours I have spent on hold and in conversation with your customer service, as well as the 2 days that my niece has spent waiting for deliveries that haven't happened, all.of this has impacted on mine and my niece's mental health as well as my professional role as I have had to have cover to make and receive phonecalls.I expect a response as soon as possible.Kind regardsMrs Natalie SmithGet Outlook for Android
December 2021 by hajibutch786
DO NOT BUY ANYTHING FROM DFS. I HAVE BEEN WAITING FOR A DELIVERY FOR THE LAST ONE WEEK. NO CONTACT FROM DFS WHATSOEVER. I HAVE CALLED OVER 8 TIMES. THEY DON?T KNOW WHERE MY SOFA IS AND DONT KNOW WHEN THEY WILL DELIVER. THEY SPEND A WHOLE WEEK ARRANGING DELIVERY TIMES BUT DO NOT TURN UP. THEY DONT CALL YOU TO SAY THEY ARE NOT GOING TO COME NEITHER. SAVE YOUR MONEY AND TIME AND BUY ELSEWHERE. I HAVE A 70 YEAR OLD WOMAN SITTING ON THE FLOOR BECAUSE HER SOFAS WERE DISPOSED OF THE DAY BEFORE HER DELIVERY WAS DUE. ABSOLUTE CON MERCHANTS. THE STORE AND CALL CENTERS ARE NO HELP AT ALL!!! ?????????
November 2021 by Danielle Elmekawi
Ordered 2 sofas and a footstool back in July, come mid October my sofas arrived but not the footstool. Driver advised is at the depot but couldn't find it and call customer service. Four re-deliveries were arranged over the space of 3 weeks, I'd get a call the day before my footstool was lost/missing or not sent from the makers. The last "re-delivery" (on a Saturday) waited around all day, nothing arrived nor did anyone call, I had to chase it up. Again "lost". Don't bother calling customer service by the time your on hold and speak to someone you probably could've driven to the shop to sort your problem, customer service is full of empty promises and other than sending an email that's all they seem to do. The number for the Cheltenham store just goes through to customer service, and you can't seem to be put through to them directly cause they "busy". I had to go to the store multiple times to try and get someone to do something, I mean I was at the point of asking if I can go to the depot and find my foot stool myself, no one cares enough to actually do their job. And no one once took responsibility and pulled there finger out and put their A into G. In the store I was told that this was there busy period! .....sorry but does my business not count for anything! Your expected to pay your balance in full, yet not given your items cause it's "lost", so what, I'm meant to wait for the day it just magically appears on my doorstep (how many months is that going to take) easy way to make some money I guess. I got a refund for the footstool, not wasting anymore of my time.
November 2021 by Drew Hemmingway
Great service in store, however BEWARE the after sales support is nothing but appalling we were promised delivery within 12 weeks, and now 12 weeks in, after sales can't even give a projected delivery time!!!
November 2021 by R M
Unbelievable poor customer service from DFS. Still awaiting for a delivery a month after it was promised. After waiting almost an hour on two separate occasions for the customer services to answer their phones, and still no answer from ANYONE as to when our sofa will be delivered! Leave well alone!
