DFS Furniture - Brentford Reviews 

Excellent service

The customer service team was very friendly and helpful the ledy was so good thank you very much for your service

We came here this morning looking for a two seater and two arm chairs …after looking round the store we found what we was looking for. The lady (sorry can’t remember your name)was very good at explaining everything and was welcoming & friendly…the whole process was really quick and any questions we did have was answered. All in all great customer service (Brentford Branch)

We went in to store and met Harry who was so helpful and professional the sofa we picked was the wimbourne and harry advised we take measurements of our door frames and a video of our entrance hall as the sofa is a big one. We did so and went back following were he advised what we wanted wouldn't fit. He stayed with us for over an hour advising showing us selections that would fit. He is an extremely helpful man and Very polite. I am just grateful for all his help.

Wonderful and friendly service from the store manager and lovely girl who took our order.

Would highly recommend this store for purchase.

Staff were lovely & full of banter! Which made the experience even better! Really helpful!

The staff member was patient, thorough and communicated well.
Answered satisfactorily all questions ask.
She knew her products.

The lady who served me was very thorough and professional very nice lady

Still Haven't delivered sofa because of wrong postcode the advisor put in was wrong and still haven't been contacted back after contacting customer services multiple times

Manager still won't call back three days later

Location Brentford

Amazing. Very friendly people. Easy to work with and knowledgeable

Staff was amazing very helpful and explained everything in detail would recommend DFS to everyone so so helpful

Very helpful and good customer service

Great customer service

Staff was very helpful. Jackie

We were able to take our dog💖 brilliant helpful staff, the girl that served us was exceptionally helpful and very knowledgeable about the product I would award 10/10.Iwould recommend Brentford store .

The main thing is the staff are very friendly and are willing to answer any questions you have with sincerity. There is no sales pitch or pressure to buy but advise in helping you decide what would be a suitable product for you. The fact of no pressure selling helps a lot and puts you at ease. Steve and Sadia were excellent.

The staff were very friendly

The girls I think they were sisters were knowledgeable about the products, they explained the pricing clearly and when to expect delivery and the process involved in assembly.
Thank you so much for excellent customer service

⭐ 1 Star – Months of Broken Promises, Stress and Zero Accountability

What should have been an exciting purchase for our family turned into months of frustration, broken promises, and complete disregard for our time.

We ordered two sofas (order refs 84Z4ZM841 and 84Z454113) and were given a lead time at the point of sale. That lead time came and went with no delivery, no proactive communication, and no satisfactory explanation. Every time we chased, we were brushed off with vague updates and new dates that were never honoured. The goalposts kept moving, and we were left waiting indefinitely with no furniture and no accountability from DFS.

The situation became so unacceptable that we were forced to formally escalate to the Brentford store and submit a complaint (case 10878877). Even at that stage, the response was reactive and inadequate — we had to push every step of the way. A family should not have to fight this hard simply to receive what they paid for.

The sofa has now finally arrived and the product itself is excellent — no complaints there. But the quality of the sofa does not excuse what we were put through to get it. Months of chasing, stress on the whole family, and a customer service experience that fell far below any reasonable standard.

f you are considering buying from DFS, be aware: the in-store experience may be pleasant, but once they have your money, you are on your own. Lead times are not guaranteed, communication is poor, and getting a resolution requires significant effort on your part.

I would not purchase from DFS again, and I would strongly caution others before doing so.