DFS  Reviews 

My mum hass been let down by delivery not arriving Sunday as arranged. This was said to be due to driver working over Tacograph hours so out of our control. Expected delivery to be Monday but have now been told expect Wednesday. This has left my 75year old, housebound mum with no furniture and after a few phone calls all they did was apologise. Shocking service before we even have the furniture

If I could give a zero I would! Absolutely terrible service and avoid if you could. Customer service in store rather average and careless, put the wrong address put on the invoice and nearly caused third delivery date to be arranged.

Delivery company just simply arranged a date without checking with customer, received a text regarding the delivery date, I am a full time employee, not a 24/7 housewife, how could they expect customer could be available for the delivery date they reschedule according to their convenience?

The quality of the new sofa really appalling and it is not reflected a brand new sofa!

Order arrived damaged. Waiting months and still no sign of the repaired order. Customer service appalling. Unwilling to take any action. Avoid this company at all costs.

Shocking company. Got a sofa 18 months ago ... For 12 months I've been waiting on a new part as the recliner chair has broken. Having to constantly chase the manager of the Bradford store as this is where it was purchased, keep getting told the part will come next month but this has been going on since march but the fault was first reported 7th September 2024 it's now 13th September 2025 and the part has still not arrived or the sofa been fixed.The corner part of the sofa keeps disconnecting from the other part of the sofa. Won't use again and currently looking into taking more action to get this sorted!.

Terrible service sent me damaged tv cabinet didn't even offer a partial refund 😕.

⭐☆☆☆☆ Awful doesn’t even begin to cover it! If I could give ZERO stars, I would!

From the Basildon store staff right up to the patronising assistant manager, the experience with DFS has been nothing short of disgraceful. Their idea of “customer care” is laughable – it’s definitely more like “customer don’t care”!

The rudeness of certain staff members left me shocked. Instead of being helpful or showing any empathy during what was a stressful few weeks because of them, I was met with dismissiveness, arrogance, and a total lack of kindness at times. At no point did I feel valued as a customer, and any attempt to resolve the issues swiftly, was brushed aside without proper support or accountability.

I can honestly say this has been one of the worst customer service experiences I’ve ever had. Stressful, upsetting, and handled with zero professionalism. I would NOT recommend DFS to anyone – save yourself the misery and take your money elsewhere.

We went into the store and liked a sofa. The sales lady talked us through some variations which we liked. We chose the sofa, arm chair and foot stool to have chrome piping and chrome feet. We wanted to go home to check the room size before ordering so the saleslady put everything into the basket on our phone and told us to order that, so we did.
Several weeks later, everything turned up. Sofa was fine, armchair had no piping and the footstool had wooden legs.
We phoned to request it be changed and was abruptly told that as we had ordered it online it would not be changed. They seem to think that we really wanted three items of furniture from the same range that didnt match!
They did say that we could swop the armchair but they would have to take this one away immediately and we would have to wait several weeks for the replacement. We asked about the wooden legs and they wanted £65 EACH leg to change to chrome! I wouldnt mind if they were solid silver, and if they were even fitted correctly in the first place, but they are flimsey thin chrome and only had one screw, even though it had three holes, so when you move the chair they bend in half!
Suffice to say that we or our family will not be using or recommending DFS again.

If I could give no stars at all I would, as I can't think of any aspect of DFS that deserves a single star. Customer service and the quality of furniture is diabolical. I spent 5 weeks getting my 2 and 3 seater sofas from DFS collected because there was a difference in colour of fabric of part of the sofas, the legs were all chipped and there was an obvious fault in the leather on one of the seats. My husband was convinced it wasn't new. I had to raise the problem with my credit card company before there was any sign of a collection. This is why we should always pay this way. I have now been told that a refund will take 14 days to go back to my credit card and customer services are refusing to confirm in writing that they have received my return. My previous sofas came from their biggest competitor, they lasted 15 years and still had minimal wear and tear. Needless to say, I will never use them again and I hope anyone reading this doesn't either as in my opinion they are a shoddy company.

Cheap and Nasty,
Overpriced Rubbish.
Do not waste your time and money on these products advertised.
The only way they can afford to pay for their intense advertising campaign on social media and television is by overcharging you.
They buy this rubbish product from China for 20% of what you pay.
Guarantee ? Who are you going to complain to ? Mr wonton hasa, Goto Street Lipolipo, China, Address unknown.
The England agent will bullshit you more than you have ever been bullshited in your life. DO NOT BUY DFS.

Unfortunately I made the big mistake of purchasing a
sofa from DFS.
The sofa fabric as puckered meaning complete creasing and sinking on the seating area fabric.
It looks like trash and it is not two years old.
I made a complaint and their representative advised
it was completely normal for this to happen.

Bought a sofa in November 2024 it got delivered in December 2024 by boxing day the sofa had gone faulty I went into the Barrow-in-Furness store and reported the problem and shown them photos of the problem they got someone out to look at it who tried to repair it in January, the same night the problem was there again so yet again went back into store and seen the store manager and the person who come out to repair it, the manager didn't want to know and just told me to report the problem over the phone, the person who come out to it on the other hand was helpful and come back out to have another look and ordered new parts for the sofa and chair because that started to drop the same has the sofa, the parts finally arrived at Carlisle store in June 6 months after they was ordered, we arranged a date for them to come and fit them my partner took the day off work unpaid to be in for them unfortunately no one come out to fit the parts so I phoned them about lunch time to see what was happening to be told the engineer was off on the sick ( nice of them to let us know) so we got it re booked for another 2 weeks down the line when the parts was fitted all was fine until I sat down on the sofa and the same problem was still there, back on the phone and they tried to say it was because of the carpet and the sofa was sinking into it but the very first time it happened it was just on the floor boards with no carpet then they was trying to say it was down to weight ( I'm the biggest in the house at a massive 14.6 stone ) which p####d me off big time so I told the to come and collect it and give me a full refund they wasn't prepared to do that without further investigation (although I only at to give them 1 chance to repair it and they had 2 chances of doing it but
failed) so someone come out again with a board to put under the end of the sofa to lift it up ( he wasnt expecting me being at home this time) which worked until you sat down on it and started reclining it and what a surprise it was dragging on the board, eventually they admitted it wasn't right but the only option they give me was a £500 refund and I keep it or I pick another sofa from the store which was not happening because this isn't the first time me and my partner has had trouble with furniture from them, so I told them I want a full refund and I will be going elsewhere to be told by a manager that they are not authorised to agree with that and it at to go higher than them so 2 weeks later and they finally agree to collect the furniture and give me a full refund which took them 2 more weeks to collect it and then a further week to send me the refund. Needless to say I will never buy from them again. The Barrow-in-Furness store manager needs to work on his customer service and take some responsibility for the goods he sells especially when it was him that sold us the pile of fire wood in the first place.

Sofa’s delivered by two idiots who . Used a hammer to install threaded legs in to place damaging the sofa. They couldn’t even work out how to install the cushions.
Then it gets worse!
I had taken out DFS Softcare insurance cover!
Being assured it covered everything possible for my Leather sofa.
By the sales team!!!!!!!
What a total waste of time, Wouldn’t honour any issues l raised saying Scuffs don’t build up over time on a leather sofa.
Basically told l should have read the small print by the very uninterested supporter person on phone!!!!!
I have purchased sofa’s in the past of DFS without any problems they couldn’t sort out, Sadly their customer service isn’t as good anymore!

Shocking customer service. Sofas turned up day before date given with no notice. Had to turn them away as having room decorated at the time. Couldn’t guarantee they could come back on the actual date we had booked (next day) and would have to go back into booking system. Had already been delayed a week ( due to another error by them) so we had been without sofas for longer than should have. Phoned to try and sort out and basically nothing could be done, no managers to speak to or anyone of any authority. Just call centre staff who could only quote the same spiel over and over. Absolutely disgusted and will never use DFS again.

⭐☆☆☆☆ (1 out of 5 stars)

Bought a rug from DFS online, and when it arrived, it was far smaller than expected
Tried to return it, only to be told it would cost me £50 just to send it back! Absolutely ridiculous for a simple return and to order the next size up, especially when the item wasn’t cheap to begin with. Hannah Y you need to look into the exchange/returns policy that we can see, as it does not state a payment. Except you have 14days to return.
It would have been better to pick up the phone and call instead of flicking emails back and forth.

For a company of this size, I expected far better customer service and a fair returns policy.
I have gone through all documents and the website, it does not state a large payment. Definitely won't be buying from DFS again, and I’d warn others to shop else where.

Bought 2 x Auberon recliner sofas which were delivered prior to xmas 2024. After 5 months one was making a metal on metal creaking like a castle door . Nice engineer came and sprayed lubricant...sorted for 2 days then back to squeaking. A different engineer came and he took out transit blocks that first guy should have seen ...all 8 of them! Used their handy cleaning clothes to eradicate the noise we still had although it's now leather on leather noise instead. Went to local store where assistant said leave it with me for 72 hours and someone will ring you ! No phone call received ....had to ring central number as local one obviously don't want abuse over the phone. She said she rang store but got no answer. I went home but on mobile I had text saying store tried to ring me .....pack of lies as my phone registers all calls ! Today went to store as can't ring it . Assistant told us as it would be our third call out and leather on leather noise is not a manufacturing problem there's NOTHING CAN BE DONE . So I've spent over £3000 and have to put up with the noise which I'm sure no one at dfs would want to put up with . I've done glowing reviews for your store in the past but excluding your engineers I'm posting this so that public can see how low you regard your customers ! Never again .

We ordered the 3 seater recliner, 2 seater recliner and fixed single chair in the foster in July 2024. It was delivered in October 2024. Within 5 months a recliner motor failed and the material started to peel on one of the 3 seaters seat cushions. Since then we have peeling on another seat on the recliner and rippling material on the single chair. We've also had a failed splitter cable and a failed recliner switch. DFS refuse to accept responsibility for the poor material manufacture even when a fully independent furniture specialist has stated it is a manufacturing defect as well as the insurance company Gaurdsman. We have had a constant back and forth with DFS and Novuna (the finance company we purchased through) with no suitable resolution. We have now issued an official notice for resolution and raised a complaint to the furniture ombudsman. Depending on response will depend if we proceed to small claims. But rest assured we will be going to court if we have to. DFS are shambolic at best. I'd recommend not to touch DFS or any company associated with them.

Bought a 2k sofa from dfs in January and received it in April upon it arriving we had issues with the delivery drivers being rude and unhelpful when it came to putting the sofa together, and they damaged my door snapping the key in the lock. Then once I plugged it in realised one of my recliners wasn’t working, had sombody come out and look at it within 2 weeks but needed a new motor ordered. I have now waited 3 months and still not received it and when speaking to one of there agents today was notified it wouldn’t be with them to the 28th of September meaning it will have been over 6month after we got our sofa before it will be working the way it should have day one. The sofa only took 3 months to make so I’m not sure how it’s that hard to get the motor. It’s very disappointing and terrible customer care. We won’t be using them again

Ordered a £2000 modular recliner sofa. Constantly creaks when sat on. Told by ‘customer services’ that’s due to it being a modular piece and on laminate flooring it’s normal and nothing will be done. Absolute joke. Will never buy from DFS again.

DFS Fixings were totally amazing today. I picked up some goods for my husband and they had everything ready to go once I arrived. Great customer service. Those who experience bad customer service need to come to the Leicester branch near South Leicestershire college. Well done DFS staff 👍

DFS poor customer service and poor quality
After guaranteed Christmas delivery finally got new recliner suite (cost £4000) on 3rd of jan ruined my xmas and new year only to find a recliner chair not working properly making a crunching noise Engineer came on 7th of Feb and could not fix and said parts would take 2 to 3 months to arrive. Contacted DFS end of April and was told it would be May parts were due in.
After numerous calls and emails Phoned customer service on 15th of May and asked for a full refund or replacement suite as it was now four months since I received it was told they would get back to me within 72 hours . They messaged to say parts have been ordered and should arrive soon but cannot guarantee when . I am not happy having a brand new suite repaired and have now no confidence in DFS after waiting so long so I am requesting a refund or replacement Hopefully you can fix this please. Customer service manager said couldn’t get refund until another repair was attempted and would be informed when parts come in engineer finally came out end of May and after 2hours managed to fix it (fingers crossed)
Suite not comfortable I would not recommend DFS to anyone