DFS  Reviews 

Rubbish quality needs looking at

I have read all the negative reviews and my experience is the complete opposite...the delivery date I got was not going to work so I phoned up customer service and spoke to Chloe who could not be more helpful, got a Saturday slot and was told between 1.20-4.20...delivered at 2pm and the two delivery guys were great. My couch and chair just how I remembered and can't fault the service I have received.

Don’t buy from Dfs. Only had my Sophia sofa 3 days and the swivel chair seat is moving off every time I sit on it, making it overhang. Order number 67ZDE2376 went into store to reject it as I’m within my 30 days and they refused.

Order my sofas which I have never received, asked for my cash they have kept my £500 which I could not afford to lose .I rang spoke to customer service said they would give a full refund,which they have not.i went into the shop they just laughed an left me waiting.

I am extremely disappointed with my recent DFS delivery.
The delivery drivers did not handle the furniture properly. Instead of lifting it, they were pushing and rolling it inside my home, which resulted in damage to my laminate flooring at the doorway threshold and chipping to my door frame.
On top of that, the console section of the 2-seater sofa has been fitted incorrectly and is misaligned.
I have also had to take time off work because of this situation, resulting in lost income.
I am now being asked to wait 72 hours for a response, which adds to the inconvenience.
This has been a very stressful and disappointing experience. I expected better care and professionalism.

Ordered a brown 3 seater x2 come back wrong colour orange they won’t change it women on phone wanted £150 to send it back and leave us with out a sofa never buy anything from dfs again no help what so ever!!!

Don’t buy DFS sofas I repeat Don’t buy DFS sofas they are cheap nasty waste of money customer service on the phone are good and I feel sorry for them the ones that come out to repair are dossiers all you get is excuses and attitude

I purchased king size bedstead and a DFS silk ortho mattress end of April/beginning of May 2023, unfortunately the mattress is now only 32 months old and the stitching is falling apart at all of the seams. I contacted DFS but they’re unwilling to help as there is only a 2 year guarantee. If you do intend to purchase this poor item definitely take out an extended guarantee as you’ll need it

I'm about to save you from the same agony I've been through with DFS. I dropped a small fortune on what was supposed to be the sofa of my dreams – a luxurious, cloud-like paradise for my living room. What I got instead was a masterclass in incompetence and customer neglect.

First off, the delivery date was a complete joke. It was pushed back not once, not twice, but 4-5 times! Each time, I had to rearrange my entire life, only to be left sitting on the floor like some kind of furniture-less peasant. And the worst part? No one bothered to keep me in the loop. I had to chase them down for updates, which were always vague and apologetic but went nowhere.

When the couch finally arrived, months later, it was like they were doing me a favor. no explanation, I felt no excitement by the time it even arrived. The whole experience was a disaster from start to finish. If you're thinking about buying from DFS, do yourself a favor and run the other way. You'll thank me later.

Was informed on day on delivery that delivery would not be coming & it will be another week. What am I meant to sit on?? Not good enough, basically told it was tough titty!! We should receive a compensation for every day it’s late past delivery date.
I definitely will not be buying from DFS again or recommending them.
Terrible customer service 😡

On the second day we contacted dfs with numerous issues customer service are no help sent a technician who unzipped sofa and cut it inside don’t ask just did it! Apparently it is normal really??? Customer service denied this happened until we sent them a recording of the conversation with the technician also we where told the sofa and chairs are made in Italy that was not true it was made in china had we known we would never of bought it sagging uncomfy chairs dangerous sofa that’s injured my hand and customer service with out any service this was brand new on day 2
Look at deacon face book so many issues and photos over 5k
Julie L from customer service 👋

Having used this company many times in the past after my recent experience I wouldn’t ever again purchase from them and recommend you avoid them

Sofas arrived with material hanging underneath and damaged. Repairs done causing more damage. 2 sofas taken apart to fix the problem … brand new sofas never sat on already being repaired Cushions with specific fillings due to allergies delivered twice with the filling I’m allergic to. And the then incorrectly again to the store. Constant chasing phones calls on my behalf to get anything done. Many days work cancelled as had to be there for deliveries even if they delivered the wrong thing . After many many months they were fixed and all correct … still not perfect but as good as it can get apparently.

An agreed goodwill amount was offered but again I had to chase after 2 months of not receiving it. Then it went in the bank and was half the agreed amount. They seem to now have lost all memory of conversations and agreements.

A joke of a company with no control over quality and customer service Leave it to the stores to sort and then they can’t be bothered

Absolutely awfull furniture not as you see in the store! Poor quality made in China again not what your told.
Numerous faults reported within 30 days so rejected as per Consumer Rights Act 2015! Only to be lied to and ignored by DFS and Finance Company avoid at all costs.
Order number 22Y4Q1266.
I think you will find the lovely Julie L from Customer Service is the one you need to liase with absolutely a disgrace from your Customer Service.
All you care about is taking hard earned cash once you have it your not interested.
Please anyone reading this review check out Facebook over 5000 people having the same issues.

Avoid at all costs, DFS are jokers, couldn't deliver sofa up our stairs on 1st attempt, damaged my wall in two places, was told that they would repair FOC, the drivers took photos as did my husband, they failed to report this on returning the sofa to the depot, customer service said they would take a statement from the drivers who both denied all knowledge of damaging my property!
2nd attempt different drivers got the same sofa up our stairwell and was shown the damaged caused again nothing followed up or reported, they have offered me my delivery charge which doesn't cover the cost of repair, still waiting from December for a full explanation.

Absolutely awful company after service.
Ordered a sofa that was guaranteed delivery by Xmas. Christmas Eve the DFS lorry arrived, the sofa was written on the A4 sheet to my address, however, the sofa was NOT ON THE LORRY!!!!
After numerous phones calls they delivered my sofa in March. It was a completely different colour to what I ordered!!!!
I complained 9 times to customer service and head office to be told I’d receive a refund less the delivery charge!!
Then unbelievably DFS paid my refund into some other persons account!!!
I was expecting Ant & Deck to show up as it was such a joke and so stressful!!
I WILL NEVER BUY FROM THEM AND NEVER RECOMMEND DFS.

Poor communication, I ordered 3 cushions on 12th November 2025 and still no cushions as of today 5th February. Rang 3 times to be told they are due in 3 Wednesdays ago and they will contact me
Rang twice again for them to say they will contact me, still no cushions. I get quicker service of 2 weeks off Temu. How can they say they have been awarded good quality stuff when your not informed about what's going on. I wouldn't have given 1 star as it only lets you write your review putting in one star.

Very bad experience I'm very sorry that I didn't visit this page to see how many bad reviews people write here it's all true
I pay for recliner chair, and waiting ages, they tell me that will be delivered and still no delivery very very bad company I don't recommend anyone to buy from this shop
And I didn't mention that my sofa what I ordered they delivered without legs and never never sorted this !

Bought Lovise corner sofa from DFS, delivered in May 2025 - the base cushions do not stay in place. Man came out in November to check it and seemed to think that having to force them back in place each evening was acceptable. We have had no further contact from them.

The end cushion hangs over by 10cm most of the time. Also the fabric on the cushions have to be stroked back into place all the time otherwise they look marked.

Definitely not happy with the overall standard of this sofa.

BROKEN CUSTOMER PROMISE

Proceed with the UPMOST CAUTION when buying anything from this branch, get everything in writing if dealing with customer service.

As a customer, me and my partner purchased a sofa for over £4000 and in advance of our delivery date, unfortunately, we had a burst pipe in our downstairs living space. I then reached out to DFS customer service, who over the phone were incredibly efficient and supportive, offering to move the delivery date to the end of February. They then explained that if we still couldn't take delivery at this time, they would hold it for an additional 6 weeks to provide us enough time for renovations and replacement flooring in the property.

After the Christmas period, I begin getting calls from the store in Ashford, DEMANDING evidence of the burst pipe and flood damage, clearly not believing what I had said, and threatening that the sofa needed to be delivered as soon as possible. They requested supporting documentation of the burst pipe and were very aggressive when it came to attempted phone calls, leaving voice messages and continuously calling, despite me sending an email stating I work in central London, with limited access to calls. This is where I ensured I tracked everything in emails from this point onwards. None of this information had been requested from the customer service team, and the approach was highly aggressive and terrible customer service from the stores team.

Within all of this, I even offered to begin paying for the sofa before the delivery date, clearly outlining my desire to still receive the sofa and that as a customer I want to work with the store. DFS refused this and still demanded the sofa needs to be delivered as soon as possible - there was no empathy at all at this point, and its clear all they are thinking about is their COMMISSION.

After sending an image of the downstairs area with bare concrete, awaiting the flooring to go down after the flood water had been drained, the store manager Bradley began emailing me, stating the customer service team do not have jurisdiction to make decisions on furniture delivery dates, despite in my call with the customer service team stating "We will hold until the end of February, and provide you with an additional 6 weeks if you really need it, this will be at no extra charge or cost to you as the customer." - firstly, why was this not mentioned to begin with? Dreadful to see that once the evidence was provided, they then move to the next defence which is that it’s not their problem. Their teams are clearly extremely disorganised, and there is no evidence of putting the customer first.

The store manager at DFS Ashford has then refuted this, asking me as the customer for evidence that this phone call took place and for correspondence! Naturally, I asked him to provide the transcript from the phone call with customer service team, as he had said he had received the ticket from them, so he has the date and time of the call, with the information within it.

The store manager has refused to provide this transcript, as it states the customer promise that was made to me and they do not want to uphold this.

Never in my professional experience have I dealt with such an aggressive approach from a sales team, after spending over £4000 on furniture, you would hope for the upmost support. This issue still isn't resolved and it has completely put me off as a customer and left me feeling exhausted and stressed, especially after the damage I have had to deal with In my new home. I simply do not understand the lack of customer obsession, there is no care for the customer at all.

My advice is to either go to a different store, DO NOT CHOOSE DFS ASHFORD, or go with a different furniture brand entirely, I will not be choosing DFS again, the team are unfortunately the worst I have ever dealt with.

Bought a leather settee and armchair just over two years ago and the leather is beginning to peel and although I paid extra for the better quality leather the standard is atrocious. DFS don't want to know as it is out of guarantee, just referring us to our guardsmam policy which I purchased from them and is a complete joke, already had one claim denied by them.
So whatever you do don't buy anything from them and certainly never buy a guardsman policy
You have been warned