DFS  Reviews 

Absolutely disgraceful service. I ordered two dining chairs from DFS, one only arrived and that one didn't have bolts with it to attached the seat to the base. So I had no chairs to use. When calling customer service I was told I had to wait up to 3 days for a call back? What? Okay. I waited no call back. I then rang them again to be told I had to wait again. I rang again the next day to be told I was emailed saying they can't provide any bolts, and nothing about my missing chair. Super. I was then told I had to wait again for them to call me back as the people you call can't do anything to actually help You!!!!! All they do is say wait for a call back and we are sorry. Sorry for not being able to do yo job!!

I have still not got this problem resolved even asking for a return and refund seems to be an issue I have to yeah you guessed it wait for a call back for up to 3 days! It's disgraceful.

Quick enough to take your money with no care given afterward. Everyone is useless. As usual.

I ordered & paid in full for 2 sofas, lamp table & dinning room table & chairs, at the time I was satisfied with the sales team & experience. I needed to decorate & carpet the living room before I was ready for delivery which I told the sales assistant, who said no problem we can put a do not deliver before 1st June (15 weeks away) I said that that was plenty of time for me to complete the work mentioned, but what if I complete before that date. No problem he said. Call us & we should be able to bring delivery date forward. I did finish & called to reschedule.I was told that it wasn't their policy to alter dates that has been
ordered to not deliver before date. I wrote email to explain my problem, & was told that they would see what they could do after speaking to the manufacturers as they were making the furniture as per order. If I had wanted the same suite at time of ordering, they would have delivered in 2 weeks & it would have cost me £79.00 less. So I have now heard back from the store manager, who has told me that I will have to wait the full 15 weeks i.e after 1st June. I realise that it was a mistake to pay in full up front & a bigger mistake was to believe the sales man. I now have a newly decorated & carpeted living room & the tatty old suite. I am annoyed to say the least, and I would strongly advise people to take what the sales people say with a PINCH OF SALT
I for one will never use D.F.S again & will advise others of my experience. SHAME ON YOU D.F.S

What was delivered was NOT what was expected. In store customer service was absolutely appalling. Did nothing to resolve the issues. Would NEVER use again.
DO NOT BUY FROM DFS.

Im so angry not only have I been mislead by the salesman ive now been lied to my face by the manager of DFS Norwich store. Im angry with myself for not going back to furniture village where my last one came from with no problem, I saw this sofa and liked the look then when I sat on it it was so comfortable I even mentioned to the salesman it was to get to the point over the next ten minutes he persuaded me to go with the different and more expensive foam filling he said its better as the other has to be plumped up me I don't mind him you have to rotate them me I don't mind it ended where i straight out asked if its as comfortable as this filling he said yes also this is VERY IMPORTANT I asked if he could show me the foam filling he looked round other sofas and said no.
After all his talking i thought it must all hes telling me because why else would he go on about it. My sofa turns up and looked different and no where near comfortable as other but they won't help me because now they have the two seater version with the foam filling and blatantly lieing through their teeth including the MANAGER telling me it was always there and I was shown it can you imagine how outrageous this is and how I feel i can't stress this enough im 100% honest and true full so don't go there because they don't care about you just making money I now know the salesman even make money from selling you the foam filling im not giving up go to the ombudsman

Three pece sweet delivered on the 7th march. Wood cracking every time you sit on it.phoned dfs.they said the would send an engineer out on 24th march. Got an email on the 23rd march saying the appointment had been cancelled. What I phoned there customer service they dint no why they had cancel it.now they say I can't get an appointment till the 9th of April. Shocking service.

Bought a 2 seater and a 3 seater manuel recliner they had to come out twice to fix it how ever the seating a starred it to crease i have only had it 3 months eventually manager came out and tried to say it goes like that.wouldnt return it just fobbing me off they think people are stupid well I refuse so its still on going.

🛑 STAY AWAY FROM DFS BEDS! 🛑
I thought I was buying a good night's sleep, but DFS gave me a nightmare instead.
If you’re looking for a new bed, do yourself a favor and shop anywhere else. The product quality is poor, but the Home Support Team is even worse. They are experts at:
😴 Ignoring emails for days on end.
😴 Giving you the run-around instead of fixing the issue.
😴 Zero accountability once they’ve got your money.
Save your back and your bank account. Don’t let DFS ruin your sleep like they did mine! 🛌❌

Delivery of Sofa cancelled because delivery van couldn't get under bridge en route. Turned round and took sofa back to warehouse. The house is literally 400 yards from bridge. Driver blamed us for not informing of bridge. We have never had any other deliveries affected by the bridge so why would we think to inform the driver as such, plus we didn't know how big the delivery van was either. And maybe the delivery route should be checked for potential problems? So I'd say that's not our fault

Contacted customer services and have been told flatly that they can not redeliver for 10 days. I explained we have 6 year old disabled twins and sitting on a floor for 10 days waiting for delivery was absolutely unacceptable.
Unfortunately, they would not budge or try to accommodate us with a much sooner redelivery.

You spend £4.5 K on a sofa and get this terrible customer service. It's disgusting

Ordered my furniture on 29 December told delivery would be during the week of 23 February no communication to say there was a delay until I phoned customer service. I was then told 8th March still no news, phoned them again and was told another 1-2 weeks. Finally delivery was arranged for today between 12.18 and 15.18 phone call at 10am from Sofa delivery company not able to deliver today, I am 76 had all my furniture taken out of the house last night so nowhere to sit only kitchen chairs. Phoned customer service, earliest date for delivery is now 28 march and nothing else they can do.

Ongoing issues seems this company cannot do anything right by looking at these awful reviews I wish I had of seen sooner! 5 weeks I have been going back and fourth with a few of the worst customer service teams I have had to deal with- broken bed identified as a manufacturing issue which had been going on since 2024 however because the bed is over 20 months old the only resolution I have been given is a partial refund and for them to take the bed away leaving me with no bed and no refund for at up to 21 days! Which I then have to take down and expected to wrap up in bin liners. Upon speaking the the again useful ‘complaints’ I said I will not waste another pence on this awful company on even bin liners after spending over £5000 with this company to be treated like this with a useless product she continues to tell me to “just simply wrap it in bin liners” still waiting for said bin liners to be sent as I refuse to buy them and a collection date for this useless bed to be collected. The customer service team don’t respond for over a week just left I am constantly chasing them for answers… When asking how to proceed with a formal complaint I was told “ I am the complaints you can’t get higher than me unless you take it out of our company” I have been in contact with trading standards because how I have been treated is unfairly and simply disgusting. The girl from ‘complaints’ then proceeded to tell me when I have been having engineers out since 2024 that the first issue was classed as a false claim yet the same issue someone came out for at the beginning of the year )2026 is classed as a manufactured issue and it’s out of 12 months warranty so nothing they can do but a partial refund she then went ahead to tell me I was the one at a ‘win’ as I was getting a partial refund with a product because I had had 20 months use of of it , I have been having issues with since 2024! Absolutely disgusting no wonder you always have a sale on your products are crap, expensive with disgraceful staff along side it…

Bought sofa x 2 for over £4000. It doesn't work properly. I arranged for someone to come out to fix it and was given a date in a weeks time and told they could come any time between 9 and 5pm. Booked the day off work. No-one came. I've emailed and they have arranged another date for over a weeks time. Told then dont bother I will just return as they are faulty and I'm within 30 days. Told I can't until someone comes out to look at them. Stuck with sofas that dont work properly. Really disappointed in the customer service and the quality of the sofas.

Disgraceful - the £600 mattress we bought in store arrived and as soon as unpackaged there was a horrendous smell, which we found out was off-gassing. After three weeks of airing, febreze-ing, and vacuuming baking soda applications off, the mattress still smells like manure, infiltrating our pillows, duvet and sheets. The customer support said no return is possible and the fumes are to be expected! No refund offered and as it’s unpackaged we’re stuck with it. My pregnant wife had to sleep on the couch for the first few days until we could get a cheap and rapid substitute. No empathy from the customer service team - they say we agreed to the Ts & Cs in store, which of course we were not aware of. WILL NEVER USE DFS AGAIN. Please remember they are a reseller. We are now looking at companies which are more expensive but make their own mattresses and offer trials.

Wow i dont even know where to start!! Was really looking forward to my new sofa today.

Sofa was delivered today the sofa was the wrong colour to the colour i ordered, but they sent me the foot stool in the right colour crazy!! Both completely different colours one being blue and one being silver!!!
That was the first big mistake!
Then they also sent me a broken foot stool.
I have been on the phone to them all day chasing this up. They think my order label had been stuck to someone elses sofa and thats why i received the wrong one or its a manufacturing fault! I have been told my sofa could still be in the warehouse but if they cant find it then its a manufactured fault & i will then need to wait weeks again for the right one to be built.
The foot stool i have to wait for someone to come and look to see if it can be fixed when i already know it cant because the wood on it is snapped!
The whole situation is absolutely madness! It’s actually shocking & unbelievable!!!

Wish I had read the reviews before we used DFS. Hannah who I think is a customer escalation manager is particularly unhelpful, does not care one bit and has such a bad attitude. We got a partial refund for a faulty mattress, we went back to DFS and bought another one. Got delivered and it absolutely stinks of cow dung! It’s been airing out for over 2 weeks and they think it’s acceptable. They don’t tell you when you purchase in store that mattresses are non refundable they just say that it’s on the terms and conditions attached to the email AFTER you pay. Useless

Our after sale journey so far.
3 items bought mid November 2025 to be delivered before Christmas. First delivery date changed but still got delivered before Christmas on the 22nd of December. Two products added to our sales agreement without our knowledge which was cleared up before the credit agreement was signed.
Found a little plastic moulding on the TV and asked my wife what it was. She said it fell out of the packaging of the Serenis swivel chair. Closer inspection of chair shown it to be a feet fell off before even being used. This is a £849 chair. I escalated this to live chat on the 27th of December with perfectly clear pictures of faulty feet etc to get it repaired. Since then we’ve had countless apologies then a visit booked for a service tech on the 19th of January which turned out to be a customer service manager who turned up and apologised that the part hadn’t been ordered. Manager took more pictures to take back and order correct part.A replacement feet finally arrived last month(February)which was nothing like the original faulty feet. At this point, I’d had enough and asked for a full refund 3 times over live chat and to have the chair returned but was told by the customer service advisor that called me up that I’ve got no rights for a full refund as stated in the Ts&Cs of my contract if someone has a faulty product from DFS. I’m only allowed a repair to the chair which clearly DFS can’t seem to sort out.

My wife loves the chair but will accept a new chair if DFS can’t repair a plastic feet in 3 months but can make an order of a sofa, swivel chair and footstool in 1 month and have it delivered to us. It’s been 2 weeks since my last contact with the customer service department to see what their next step is.

Absolutely appalling after sale treatment.

Our sofa was delivered with several missing parts and not enough filling within the sofa cushions. Unfortunately upon our delivery the sofa couldnt be built so it was 2 months after delivery we realised the issues when it was assembled.
We have received nothing but appalling customer service since reporting this. I would go as far as saying DFS customer service teams outright LIE and make information up, as have the store. There is no clear communication in any way shape or form.
I have never experienced any customer service as bad as this in all my life.
It has been over 12 weeks since the issue was reported and it still isn't resolved. So that's 12 weeks of not being able to sit on half of our sofa we paid several thousand pounds for because it is missing key structural components.
Do not buy from DFS under any circumstances.

Avoid them with you life. They will show u something and give u something else. Once you have made a purchase they will avoid all contact with you. Please look at the store reviews and you will see how poor the quality and service is Please see the tiktok page avoiddfs on tiktok to see real people experience with dfs

Awful quality corner sofa sagging and cover lose nothing like what is described on website salesman lied about why it was sagging in one place apparently it’s made differently to the rest of the sofa would never go back to dfs

Absolutely shocking quality beds!!

The slats completely broken in under 2 years, they start the guarantee from the date of delivery and not when the bed is actually put up!

Poor service, long delays and you speak with people who do not care.

Poor quality!!!
DON'T TRUST DFS!!
POOR SERVICE!!

Haven’t even placed the order officially for my sofa yet, finance has been accepted and I would like to make some changes to my order before accepting the finance. Myself and my partner took out the agreement with him being the primary account holder. He has called and gave authorisation for me to discuss the account so changes can be made to the order. This couldn’t be done over the phone and we needed to wait for a callback that can take upto 24-48 hours. When asking to update the email on the account I was told by the rude customer service advisor that changes can’t be made even though authorisation was given by my partner. So if changes can’t be made to the email how on earth am I meant to make changes to the order. Contradiction from the adviser and looks like I’m waiting 48 hours for a call back to be told I can’t even make the changes to the sofa even with my partners authorisation. I will not be shopping with DFS.