“My Owen Sofa is broken, sagging and, fraying/pilling. After three customer service visits I’ve been offered a new arm and, told there’s nothing wrong with it if I add self adhesive Velcro and spend five minutes per day on five back cushions reshaping them and, re lining up the seems so 25 minutes every night after use.
I was told my sofa was Uk quality workmanship but, it was actually made abroad.
When the repair upholstery representative opened the bottom zi discovered most of it is poor untreated soft wood and chip board. Because the back wasn’t fixed correctly it bends in out out like lose hard board. Still not to worry “there’s nothing wrong with it”.”
“I would give no stars, terrible customer support. The settee collapsed on the front bar within 3 months and then the arguments start, we need to repair it ? What about the 15 year guarantee? We can come out and repair it as many times as we want ? Go thru furniture ombudsman it turns out a director from dfs is on the board of the ombudsman? The furniture company pays the ombudsman’s wages ? Never again, build quality 0 😡🤬”
“Terrible company. Have waited 7 weeks for dining chairs that should of been delivered within a week. Have contacted the company 5 times and every time I have been told that they aren't sure when the delivery will be and just to keep waiting! Will be cancelling my order and won't be using this company again.”
“Avoid like the plague!
Poor workmanship, lies from service engineers and a dismissive arrogant attitude from shop staff. They are not interested in aftercare. After delivery any customer care is dropped like a hot potato. For my sanity I have gave up fighting with them- I am stuck paying for a second rate shoddy sofa for another 2 years. It's a learning curve. All they do is send out 'service engineers' (not sure why they are called engineers they are clueless and one even told us he had told his daughter and son in law to stay away from dfs!) who tell you what you want to hear on the visit then do their report when they leave and say there is nothing wrong, you are sitting on the sofa wrong etc etc.”
“Bought a new sofa. On delivery one sofa was missing a base plate, it was also missing a power pack for the recliner. On another 3 seater with 2 recliners one recliner would not work and one side really loose. When you sat on it the whole seat fell off the main chassis of the sofa.
Spoke to customer service who were ok but not brilliant could only get someone out for nearly 2 weeks. This is very poor when on a new suite we had 4 problems.
They have still not confirmed when they do get here they will have all bits to complete our problems.”
“Bought extending dining room table and 6 chairs from DFS 11 months ago. Three of the chairs have developed a tear on the back so they sent out a technician to inspect them he decided it had been caused by constantly using the same area to pull the chair to sit down. The second issue was that one chair had dropped in height and was sprained the technician said it was due to someone sitting on it that was too heavy. Unless you weigh every visitor and insist they will the chair to move I suggest not getting this or any other piece of furniture from them. Their customer service managers are void of making any decisions other than the robotic answer of you are not insured for accidental damaged but you could take out the extra warranty for 15 years but again not covered for accidental damage. I strongly advise customers to think twice before buying anything from this company”
“Had sofa delivered on 29 march noticed fault phoned up straight away told they would sent inspector he came had sofa 11 ndays developed another fault told nothing wrong had to get trading standards involved but DFS don't seem to be bothered about the consumer rights keep away from this at all costs I will probably see them in court”
“service very poor after purchased my sofa was told 14 day delivery and made several phone calls and only to be told the supplier will contact me it's now 5weeks haven't received my goods no communication or any update about delays l will never ever purchase anything with dfs”
“On the 21st February 2024 visited the Maidstone Branch met a very nice sales person and decided to purchase a sofa chair foot stall from the advertised range, we also decided to purchase 6 chairs dinning table & a television unit, deliver predicted 15th March
15th March arrives sofa chair foot stall arrived furniture missing,
After calling to inform the customer services ( now eight times ) visit to the store we are still no nearer getting a delivery date.
Two weeks ago the items we require went into sale, will decent savings, as I said to the lovely customer service people what is the point of attracting more sales when you cannot deliver the back orders
We are pensioners our house is in terrible mess having to eat off a cardboard box and a couple of patio chairs
Please don't be to harsh on the dales people who work at the company there doing there best
Hope it gets resolve soon”
“DFS need to spend less money on TV adverts and more on their customers care and quality of sofas
Mine was made in Poland and after a few weeks it was not wearing well given I love alone however, after having 3 different men sent by DFS a complaint that was viewed by the ombudsman and went in their favour I issued small claims court papers and was given a full refund the following week so that was £115 court fee well spent and it was refunded by DFS
I don't know who made their sofas 15 yrs ago however,they need to review the standards of the manufacturer and change quickly
I ended up going to lebus in Scunthorpe and have to say they were fab less than half the price of DFS delivery was the same day”
“Please save yourself a lot of stress and order somewhere else. Never experienced such terrible customer service. Are chairs arrived damaged twice the manger could simply not understand why we declined are second delivery when the chair looked like it had just been collected from the local council recycling centre. Even with photo evidence. Support small businesses the service is so much better and if you have a problem you get to speak with a person face to face not some person in a call centre reading from I am so sorry script.”
“Bought my 2 recliner sofas cost about £4000 thought it will last years 2 years in it looks about 15 yrs old all the padding sunking in colour has faded there are patches all over the chairs they blamed me for having thick hair 😀 😄 I've had the repairs team come out twice am in embarrassed to have friends round as it looks very worn and old spoke with customers service they tried all different excuses saying this saying that ive got another yr to pay for this but never again I've bought cheap sofas in the past that lasted long and still in good shape but yes am not very happy with this product never again am going to small court claims”
“Bed delivered.
Not put together.
They leave.
Unwrap it to find two tears in the foot board that are on show, on an edge.
Phone dfs.
I need to have someone come out and assess it for repair. in 3weeks. I can't be given a time so I am expected to accommodate this around my job.
So although dfs have delivered a damaged item, I have to arrange to sort this in my own time and have the damaged item whilst I wait. Plus I don't want a repair. I want an undamaged new item which I am paying for. I've sent photos.
In the meantime my monthly payment plan will start, so I am paying for the defective item and stuck with it until someone comes out and then decides a replacement is necessary. To then await that.
I've just had their sofa care people refuse a claim and had to go to the ombudsmen who awarded me compensation and replaced 2 sofas and a foot stall.
I wish i hadn't believed the sofa issue was a one off and had taken my business elsewhere.”
“Placed a order for a dining table,paid cash,table arrived damaged,they sent a replacement,wrong table sent,been to the store and contacted customer service,still no response as to when this table will be picked up and our table replaced,I have emailed to tell them that their table was going in the garden as I have no room to store it!NEVER AGAIN!!!”
“Terrible customer service.
Waited 3 months for my order to arrive.
Several attempts to call customer services for updates and answers and they kept saying they would call back and never did.
Offered to consider compensation and informed they would call to discuss and nothing happened.
Avoid buying from this place!”
“Customer service is just terrible. Ordered a bed, came with a default which we noted immediately. DFS have been told not to call/email my partner as he doesnt have access to his phone during work yet they're consistently getting in touch with him, its been passed around several people now. Got a king size bed stuck in my living room that I can't move around in now!”
“Terrible customer service. Ordered our furniture January 10th. Received a ridiculous E-Mail telling me that the ship carrying my furniture is somewhere on the ocean travailing around the cape of Good Hope because it cannot use the med. what utter rubbish. When I telephoned customer services to find out where my furniture was? I was asked, Don’t you follow the news? I will never use DFS again, and I seriously recommend others to give this company a wide berth!”
“Paid alot of money for our sofa and chair.
Arrived all looked well.
2.weeks if wear and the sofa looks 10 years old.
Seams are distorted, fabric is stretched and worse of all the cushions /foam. have now almost collapsed so we feel like sitting in hols on the furniture base.
We reported this asap and within the 90 days so awaiting replacement foam.
I would never purchase anything from DFS ever again and will stick with oak furniture land.
If the foam.is as low grade as the original foam then sorry to say DFS you will be having the sofa back
Unfortunately I was unable to.upload.the shocking photos as the system would not let me.
Buyer beware”
