I had a very disappointing experience…
I had a very disappointing experience with DFS. The product description on their website was misleading. After purchasing, we were away for a while, and only later realised the product did not match the specifications advertised and would not fit in our room. When we contacted customer care, they said a refund was possible—but here’s the catch: they would deduct an unbelievable £130 for return transport.
This feels like a trick hidden in the small print. The advertisement was incorrect and misleading, and the so-called return policy comes with hefty hidden costs. My advice: read every detail carefully before buying from DFS, because it’s all too easy to be caught out by their misleading ads and expensive return charges.
Reply from DFS Furniture
Good morning Vivek,
Thank you for taking the time to share your review, we do appreciate all feedback. I am very sorry if the furniture would not fit however, the order was placed online which means no prior discussion was had with yourself regarding your concerns to see if the furniture would fit. It is also the customers responsibility to ensure the furniture fits into their home because we have not been into your home nor seen the delivery route.
I'm sorry you do feel the costs were not easy to find, we aim to make the customer journey as smooth as possible always. To confirm it does state the following in the T&C's regarding returns - this does only relate to orders made online -
'If the Cooling Off Period applies and you wish to cancel please contact us in writing as soon as possible. If you are exercising your right under this clause you must arrange for the return of the Products to us showing no evidence of use within 14 days of you telling us you wish to cancel the Contract. Whilst the Products are in your possession you must not handle them beyond what is necessary to establish their nature, characteristics and function. It is your responsibility to return any Products to our central delivery point in a good condition and we ask that you return the Products in appropriate packaging such as to prevent damage in transit. DFS recognises that many customers do not have the means to return Products themselves, and so we can arrange collection during normal business hours (Monday to Friday). A charge of up to £150.00 will be made to cover the cost of collecting the items. For orders where the delivery charge was more than the standard charge, collection costs will vary and may exceed £150.00. We may also charge you for any usage of the Product prior to collection by us so you should try not to use the Product whilst it is in your possession.'
As you did contact us nearly a month after delivery to discuss returning, you were advised at this stage unfortunately it would not be possible due to this exceeding the 14 days.
We sincerely apologise for any inconvenience this may have caused you.
Kind regards,
Lia
DFS Customer Support