DFS Furniture - Glasgow Reviews 

We were attended to right away, sales man Jamie was very polite and knew his stuff

Really helpful and tried to help and accommodate us

I rarely leave negative reviews, but after more than three months of stress and frustration, I feel other customers deserve to know about my experience with DFS.

I paid over £3,000 for my sofa outright, not on finance. While I was buying the sofa, the customer service couldn’t have been better. Unfortunately, everything changed after the sale.

On the first delivery, the sofa didn’t make it into my property. I have CCTV footage showing the delivery driver making very little effort before giving up. We returned to the store, explained what had happened, and arranged a second delivery.

The second attempt was just as disappointing. Again, I have CCTV showing the driver spending only around four minutes trying to get the sofa inside. He ignored my partner’s suggestion to try a different angle, and before he even arrived at my home, he phoned to say, “This is pointless, it’s not going to fit.” It was clear he had already decided not to make a proper attempt before seeing the property.

We returned to the store to raise our concerns, hoping someone would help. Instead, we were met by an incredibly rude and dismissive manager who showed no interest in the fact that we had spent over £3,000. We were told the situation was our fault because we hadn’t measured the entrance to the property. However, nobody advised us that this was our responsibility when purchasing the sofa.

To make matters worse, I still have the invoice for my previous sofa, and its dimensions were virtually identical to the new one. That made it very difficult to accept that getting the new sofa inside was supposedly impossible.

At that point, I was told my only option was to return the sofa. However, because I had chosen a different colour for the sofa feet, it was now considered “custom-made,” meaning I would lose £500 if I returned it. This was never clearly explained during the purchase. Alternatively, DFS offered to dismantle and reassemble part of the sofa inside my home—for an additional £600.

As a single homeowner, neither option was reasonable. Returning the sofa would have left me £500 out of pocket before even buying a replacement elsewhere, so I reluctantly paid the extra £600 simply to receive the sofa I had already paid for.

Since paying that additional £600, the communication has been appalling. I repeatedly asked for a copy of the contract I signed at the time of purchase because I wanted to see exactly where the £500 return charge was set out. After weeks of chasing, I finally received a response—but it wasn’t the contract at all. Instead, I was sent a cover sheet, a receipt, and customer care information. It is categorically not the document I signed in store on the iPad, meaning I still have not been provided with a copy of my signed agreement despite requesting it numerous times.

The fact that I still haven’t been provided with the actual document I signed has left me questioning whether I was pressured into paying the additional £600 unnecessarily. At the time, I felt I had no real choice because I believed I would lose £500 if I returned the sofa. Had I known I would later be unable to obtain the agreement that supposedly set out those terms, I may have made a very different decision. The whole situation has left me feeling misled and with very little confidence that the process has been handled transparently.

After more than three months, I finally received the sofa, only to discover that the care kit I paid for was missing as well.

The entire experience has been exhausting. Once DFS had my money, the customer service completely disappeared. I have felt ignored, dismissed, and treated as though my concerns simply don’t matter.

From the failed delivery attempts, the dismissive attitude in store, the unexpected charges, the lack of communication, the missing care kit, and now the failure to provide the actual signed contract despite repeated requests, this has been one of the worst customer service experiences I have ever had.

I hope no one else has to go through what I have experienced. If you are considering buying from DFS, I would strongly recommend asking detailed questions about delivery, returns, customisation charges, and ensuring you leave the store with copies of every document you sign before handing over your money.

Update: after nearly another month the care kit still hasn’t arrived, clearly not that concerned about customers after purchase has went through. Continuously being dissatisfied months after this awful experience

Update 2: after nearly 5 more weeks I have requested a refund for the care kit I still have not received. As it is far too long at this point and I’m sick of being told “it’s on its way” when it’s clearly not. Still no refund, no explanation and yet again being brushed off to another phone operator.

We needed a quick delivery on a sofa and your colleague was very helpful in sourcing one which suited our needs and price range, explaining the delivery process clearly and provided all the information we needed. Great customer service!

Nicki, who helped us was very knowledgeable and made the experience with my ageing mother in law a good one. She spoke to my m-in-law and was very understanding and patient.

Friendly and helpful staff member without being overbearing.

We initially went in to look around but couldn’t make our mind up and went into other stores by then we knew we had to go back to your store . When we returned the staff were very pleasant and curteous and stated they recognized us from being in earlier and could they help us , I told them that we had made our mind up and wanted to buy the chairs we were looking at earlier , the fact was the salesman recognized us and was happy we returned , great service .

Staff member Ryan very friendly knowledgeable

How helpful and friendly Dolly was. Listened to what we were looking for, offering advice and options.

We had a brilliant experience at the London Road DFS and our saleswoman Nikki was excellent. She was very knowledgeable and helpful and made everything so easy.

Hazel was very helpful and friendly throughout.

Pleasant experience ... staff are welcoming friendly and very helpful

Scott at the DFS store, London Road, Glasgow was very very helpful to my brother age 70 who was buying a sofa etc x

We were assisted by Angela during our visit. Angela was product knowledgeable, patient, and suportive. She was a pleasure to deal with and a great advert for Dfs.
Thank you.
jh

Deeps was very welcoming when I came into store.

He helped me find the perfect couch and explained everything for me and helped me choose the right couch for my first flat.

He explained the process from ordering to delivery and explained all other optional purchases to help me get my perfect couch.

Great help from assistant in the shop.

Staff were all very friendly and helpful.

Great service and staff

I had a great experience at the DFS when I visited with my wife and we really liked the way lady attended to us. She was really lively and gave a good couple of options, took her time to explain the materials, and everything went fine. She is a good staff. Thanks

A very pleasant experience, the lady sales person made it very easy