December 2023 by AJ Lee
Did not feel the furniture had sufficient quality for the price.
December 2023 by Natasha Beech
Towards the end of January 2023, my parents purchased a sofa from DFS, and nearly a year later, the issues persist without a resolution. Shortly after purchase, the sofa started exhibiting faults, prompting a series of attempted repairs that have failed to rectify the problems.Despite patiently awaiting a solution, the promised repairs have been ineffective. After another 12-week wait for the second repair attempt, the technicians failed to show up today. Now, I'm being asked to wait an additional four weeks for a potential fix. This means that for the majority of the year, a sofa meant to provide comfort and relaxation has been consistently faulty.One of the most concerning issues is that the wooden frame underneath is discernible through the cushions, which is unheard of in a quality sofa. The discomfort caused by this flaw significantly diminishes the experience of using the furniture.Adding insult to injury, the store manager claimed that feeling the wooden frame through the cushions is a supposed characteristic of the sofa, which is utter nonsense. This dismissive response further highlights the disregard for the fundamental issue.This prolonged ordeal and lack of resolution have significantly impacted my satisfaction as a customer. I sincerely urge DFS to promptly address these longstanding issues. Prospective buyers should be cautious, as the product quality and customer service fall far short of expectations.
December 2023 by S R
We ordered the supreme sofa from DFS. It was a large order and considerable money. I complained to the Watford branch and the quality control team ( at head office) the following day that all the sofas were faulty and did not have enough filling with floppy areas and seats/backs that were caved/puddled in after sitting on them the first time and not fit for purpose.Head office sent a quality control person to check the sofas who confirmed the sofas were faulty and offered to refill all the sofas. I spoke to the original manager Hamza who agreed the sofas were faulty and offered that he can repair or refund ( as he could not guarantee any new sofas from China will not have the same defects and I was perfectly in my rights). Hamza told me to come back to him.Unfortunately when I called the store, eventually having to visit as I had not heard from anyone, to inform them I wanted the refund processed and matter closed, I was informed Hamza fell ill and has not come back to work.I have then been waiting leaving messages at the branch every couple of days and customer services for a manager to call to no avail.By chance on one branch visit I found a covering manager onsite Dan from Milton Keynes who said he needed to visit my house again even though I explained the conversation with Hamza and that the quality team have already been and offered to repair which I don?t want. I have stressed that I want a refund and no further dealings with this matter.I have visited several times and left messages with staff to find out if my refund has been processed.I have visited the store today and having spoken to another manager Lee from Ruislip branch who is covering Watford still my refund has not been processed. I am highly dissatisfied and discontent. It seems that DFS are happy to take your money but not happy to process refunds quickly when they supply faulty goods. Be aware.
August 2023 by Antony Freelove
Avoid this company AT. ALL. COST. Absolutely no customer service to speak of. No official complaints process. When I tried to complain the member of staff dealt with their own complaint about themself! No ability to get any resolution. After three months I am officially giving up and going to a competitor. With thousands of pounds at risk, DO NOT BUY FROM DFS.
June 2023 by Ali Butt
Warning ? do not buy anything from this store. If you have to buy go somewhere else or buy online because all of that stuff be nice to your face once they take your money they do not wanna know you on top of that, they deliver you faulty goods and refuse to do anything or even say it?s perfectly fine and you have to live with it .. specially manager his name is Will. Don?t waste your time dealing with him. Customer service is absolutely joke.
May 2023 by Kin Jin
Yesterday 24th Apr we went to the shop to find some sofas ,no response from the staff all 3 were sitting on the corner even after they saw we walking in .No one bothered to check us and we left only because of poor customer service.
May 2023 by Antonio Bernardo
Not what I was expecting ? I would rather buy online was a complete waste of time
April 2023 by Raquel Madruga
Horrible experience. Just left the store and I spoke to a lady with black curly hair who didn't even look me in the eye a single time, did not at all try to help me and was extremely rude.
April 2023 by Jack Walsh
Absolutely awful service. Ordered sofas 3 weeks ago as they said it would come within a week. Spent 3 weeks chasing only to be told yesterday they sold it to someone else. Now fighting to get a refund as they are trying to sell us a new one at a discounted price even though we have paid for a sofa already. Nothing by lies the whole time and feel totally scammed.
April 2023 by Susan Charlton
I have a serious brain condition and spent my savings on a recliner chair,I was given a date for delivery but it never arrived,cost was 1,000 and still have no chair,the customer service was awful I would not recommend to anyone to buy from them I?m now sitting on a garden chair,until they decide what and when they might deliver .it?s disgusting
February 2023 by Koisor Miah
Great service delivered by the guys at Watford DFS. I was initially greeted by Humza who introduced me to Kalpa. She said she would assist me on purchasing the sofas I wanted. Straight away she offered me a cup of tea or coffee. She told me to take a seat on the sofa I was looking to buy and she was going to get my coffee and get a tablet so she could order my sofa.Have to say Kalpa's customer service was absolutely amazing. She was very polite and engaging. Explained everything in detail, showing me different quality of fabric which I could choose from. Just felt really reassured with everything she was saying. It didn't sound like a generic sales pitch, but very personal taking into account everything I was saying.Explained the process from delivery, finance and the warranty of the sofa.Honestly I could go on. Just a great team of people who just made everything simple. From Humza, Kalpa and Brian, it just felt I knew them a lot longer than just meeting them on the day.They are a great asset to DFS and we need people like them more in all retail.I'll definitely be coming back again or recommending them to friends and family.Date of experience: 28 January 2023
December 2022 by Daniel Hooper
Avoid this store at all costs. Attempted to cancel order of sofa for my deceased mother. Took two months to call back and the store manager Hamza decided he needed proof she had died to cancel the order even though they were keeping her deposit. One star is too much for these un-empathetic cretins. At least take your business to another store. My blood is boiling.
December 2022 by Beverley Fennell
Dreadfully let down here.We waited 16 weeks for our sofa, 2 imaginary deliveries, false promises, then it was totally wrong when finally delivered.You just couldn't make it up ?Requested a full refund but unsurprisingly, we have to wait a week for our money back!Poor show DFS, we won't be buying from you again.DFS = Dire Fecking Service.
December 2022 by Effzie Khaki
Service was good. We were just browsing at first until we found what we wanted. Kapla helped us greatly and was very friendly and patient especially because we had little kids with us. Would recommend for good quality sofas and good service.
November 2022 by Natalie
The shop is laid out beautiful, it's been designed so you can picture what it would look like in your own home, as with tables, soft lighting, rugs ect.We were looking for someone to help when we spotted a man in his way to lunch, but as everyone was busy, he put down his lunch and came to help us, his name was HAMZHA, I have never met a sales person who is honest, not pushy, explained everything well. He took his own personal time to help us, explain the difference with materials and stuffing in side cushions. If it was not for this man, we would not be buying from DFS, as we couldn't find anyone to help and we spotted a sofa in a different shop but HAMZHA explained the difference, so he will definitely be getting a sale.The shop was extremely clean, we were there for 35 minutes and I saw a lady going round cleaning every surface. I believe this shop is COVID safe, as it's set out well, nothing is squashed together. Hand sanitizer stations were available.
