DFSReviews 88

It was going well with DFS until I had a problem. They pretend to be on your side, pretend to help, then backtrack on what they say. They try to make it out as the supplier's fault. When challenged, it became clear that under a year old they had to take back the faulty bed – costing £2,800 – which has clear design faults. It's an electric bed with a motor capable of lifting around 20 stone. But when you calculate the forces on a flimsy wooden frame, made of soft wood and only held with a screw, it's obvious it isn't fit for purpose. I warned DFS about my physical and mental health and that I couldn't cope with repeated call-outs. At that point, they could have told me I was entitled to a refund. Instead, they hid behind the manufacturer and left out the fact that under consumer rights they had the option to take the bed back. I pointed out the bed was unfit for purpose, yet they chose not to inform me of the best option. Now, DFS have told me I must dismantle the bed myself before they collect it, despite being aware of my health conditions. This is unreasonable and discriminatory under the Equality Act 2010. On top of that, the same representative never acknowledged my concerns about the unsafe weight loads, nor offered an apology or recognition. This proves all along they did not have my back and have treated me unfairly. Overall, DFS have caused unnecessary stress, ignored my rights, and failed to act responsibly.

I am absolutely appalled at my experience with DFS and feel compelled to warn others before they make the same mistake I did. I purchased a San Antonio Option A 2-Corner-2 Power Corner Sofa in black leather from DFS Glasgow (Furniture Park, London Road) for a total of £3,646.00 — order number MAZDB4YFU, delivered on 31 May 2025. This sofa was advertised as being made with "Super Club" leather — described on the DFS website as "a stronger, thicker leather that resists creasing and stays looking its best for longer." What I received couldn't be further from the truth: The leather arrived severely wrinkled, sagging, and full of creases — worse than a 10-year-old second-hand piece. The sofa doesn't form a 90° L-shape, like it's supposed to — instead it sits at an awkward and ugly 110° angle, ruining the look and comfort. The seating is uneven, with the middle section visibly sinking downward where the modular pieces connect — a sign of structural failure. This was all immediately reported on the day of delivery, and I went to the store to show photos to manager Anthony, who admitted the creases might be from factory compression but told me to wait a few weeks. He even suggested they could "add fibre" to fix it. Why would I accept patch-up work on a brand-new luxury sofa? Since then, DFS has sent two technicians, both of whom dismissed my concerns as "normal" without even acknowledging the clear mismatch between what I received and what was shown in their own showroom (I have photo comparisons). I went back to the store multiple times and spoke to another manager, Tony Hall, who was difficult and defensive, but eventually arranged a second inspection — again, to no result. Most shockingly, on 29 June 2025, I visited the store again to try and resolve this once and for all. Tony Hall told me straight to my face that he wasn't going to do anything further and that "if I wasn't happy, I could go find my rights." I was stunned. After spending nearly four grand with DFS, that's how I'm treated? The entire process has been nothing short of exhausting, stressful, and insulting. I have wasted countless hours chasing DFS for what is clearly a defective and misrepresented product. Their own advertising claims do not match reality, and their customer service is dismissive, cold, and obstructive. I am now escalating this through: DFS Head Office and the CEO escalation email Consumer Scotland Trading Standards The Furniture & Home Improvement Ombudsman And I've also instructed my solicitor to begin preparing legal action I strongly urge potential customers to think twice before shopping with DFS. If something goes wrong, they will do everything they can to deny, deflect, and ignore you — even when you have clear evidence. DFS has lost a customer for life — and I will make sure as many people as possible know what they put me through.

The High Wycombe branch employs LGBT haters. Against gay, trans and bisexual people. Don't get served by Kamil Lesniewski or Irene Tyuleneva. Irene has 2 gay grans, but she sticks by her co-worker Kamil's disgusting views. He posted the anti LGBT thing online early March. I went in and didn't buy anything because of seeing Kamil Lesniewski, later same month he posted. I can't believe someone with his views did the 100 pushup challenge for Cancer Research in January.

I bought a DFS sofa online recently and being unable to test it, after a week or so of using it, I developed terrible sciatica which was unbelievably painful. After 6 weeks of agony, days off work and buying a new mattress for my bed, a specialist said it was the fault of the dogs as it was too low down for someone of my height. There were no warnings on their website and I assumed that all sofas were compatible with everyone. Not as far as DFS are concerned and their lack of warning had left me with a, hopefully, temporary disability which has cost me a lot of lost work days. They literally mocked me when I raised this issue and refused any responsibility. They are crooks and have ruined something that should have been a happy occasion but has turned into a nightmare leaving me a virtual cripple. I've added 5" riders to make it bearable to sit on. They don't care about their customers and are driven by greed not customer care. I've been a customer with them for 20 years but no more and I'll tell everyone possible not to buy there. I will be reporting them to the furniture ombudsman in due course to start my fight back against them. When a company feels it's ok to mock the disabled then you know there's something wrong with it. Rotten to the core is a compliment.

There's a Facebook group (complaints or unhappy customer service. DFS). I visited the High Wycombe branch recently and made sure to stay clear of salesmen like Kamil Lesniewski. They don't have the best staff. Irene Tyuleneva is another one that comes to mind. On another review site (Trustpilot), she's been described as rude and only acts nice when there's a possible sale to get commission. She boasts about the amount of sales she makes online and treats it like a competition between herself and Kamil Lesniewski. It worries me that she's been dishonest for Kamil Lesniewski. Irene Tyuleneva knows Kamil outside of work and knew about the review Kamil wrote on Locaji.co.uk (February 2023), pretending to be a customer even though he's worked at DFS since 2022. What else does Irene lie about for Kamil? It seems the management don't care about what their staff are like as people. Kamil should work on his acting skills, next time he uploads a video online pretending to be a woman. Irene should spend less time on her phone, instead of thinking of the next video to upload. Very untrustworhty staff that seem happy to sell anything poor quality, for the sake of targets and promotion. Most of the positive reviews for Irene Tyuleneva, Kamil Lesniewski and the High Wycombe branch come from paid shoppers and internet followers. Don't be fooled. Kamil, Irene and ones with social media are kept on because of the attention it brings to the branch.

There's a Facebook group (complaints or unhappy customer service. DFS) and the High Wycombe branch should be said about too. When I visited the store, I made sure not to buy anything.They don't have the best staff. Irene Tyuleneva is one that comes to mind. On another review site (Trustpilot), she's been described as rude and only acts nice when there's a possible sale to get commission. She boasts about the amount of sales she makes online and treats it like a competition between herself and Kamil Lesniewski. Kamil's obsession for most of January 2025, was completing the 100 push-ups a day challenge for Cancer Research UK. Remembering returning customers and being friendly is all a front, just to get the next sale. It's worrying she's been dishonest for Kamil Lesniewski. Irene Tyuleneva knows Kamil outside of work and knew about the review Kamil wrote on Locaji.co.uk, pretending to be a customer (February 2023), even though Kamil's worked at DFS since 2022. What else does Irene lie about for Kamil? Maybe she should spend less time on her phone thinking the next video to upload. Very untrustworhty staff that seem happy to sell anything poor quality, for the sake of targets and promotion. Most of the positive reviews for Irene Tyuleneva, Kamil Lesniewski and the High Wycombe branch come from paid shoppers and followers. Don't be fooled.

There's a Facebook group (complaints or unhappy customer service. DFS) and the High Wycombe branch should be said about too. They don't have the best staff. Irene Tyuleneva is one that comes to mind. On another review site (Trustpilot), she's been described as rude and only acts nice when there's a possible sale to get commission. She boasts about the amount of sales she makes online and treats it like a competition between herself and Kamil Lesniewski. It worries me that she's been dishonest for Kamil Lesniewski. Irene Tyuleneva knows Kamil outside of work and knew about the review Kamil wrote on Locaji.co.uk, pretending to be a customer (from February 2023). What else does Irene lie about for Kamil? Maybe she should spend less time on her phone, thinking of the next video to upload and be an honest employee.

Outrageous customer service. The salesman in the store was AMAZING, but I have been promised delivery before Christmas, which never happened. The bed frame came very late so when I put the mattress on top it was very high. Tried my best to get in touch with the company, and spoke to 'senior manager' today. Absolutely lack of profesionalism. I have been told that the delivery was late due to ' red sea's fault ', and that mattresses are NEVER to be returned. Not what the salesman said. And the managers reply was " do you have written proof? No ". Told him how the plastic the mattress came in was very dirty so I had to take it off to try it on, and I got told I should have just whipe the plastic with a clean cloth.
Really really bad customer service I will try my best and pay all this off and sell it after and NEVER order from this company again. I will tell everyone to stay away from this company and their products. No worth the stress, hastle, or money.

My partner and I purchased two different orders in the space of 10 days totalling over £8000. Before we paid any money we were promised we would have all the furniture in or around the 23rd of November. The only thing they could manage is the dinning table before the 23rd bear in mind this was the only piece they had to order in all the other couches were in the shop in Aberdeen. We got some delivered on the 26th.Cut a long story short after 6 phone calls and two more trips into the shop we are still waiting on the final couch as seemingly had to go all the way to Glasgow then Edinburgh and all the way back up the road again which to me makes no sense whatsoever. Phoned up a few times and just getting the run around to be told i will get a phone call in 48 to 72 hrs.
This is no way to treat people!

Ben

Order number:
TBZKBKZZI
Order date:
17/06/2024
Yesterday we received a corner sofa bed, assuming that it would also be possible to sleep on it. The first thing that caught my eye was the discrepancy in the levels of the cushions, the different levels of the sofa legs, huge gaps at the joints of the parts of the sofa. But the worst was yet to come! It was impossible to sleep on this sofa bed! Its extensions are not connected in any way during installation, like a bed. The parts (poufs) move apart under you when you go to sleep and you fall onto the floor! In one night I fell/fell into the gaps between the cushions onto the floor twice! The quality of the sofa is very poor, the fabric is loose and unreliable. The padding of the pouf cushions is too soft and does not hold its shape. I really regret not reading the reviews here before making this purchase. Now I have to go through hell to get my money back and send this ugly sofa back to the seller.

Ordered a suite on 24 January was told delivery would be 10 weeks. Then told it would be 3rd of may, then told it would be 16th of may. This is 16 weeks after ordering. Tried to cancel, couldn't cancel because we had to wait for a call from the store. Store didn't call, rang call centre back, they terminated the call because I was recording it. The service is atrocious, staff don't call back. I paid cash for this suite back in January where the salesperson was very nice but, once they had my money, no one wants to speak to me. Please don't believe anything they say because once they have your money, there is no care.

I BOUGHT A SOFA WORTH 7130 EURO FROM DFS LIMERICK IN AUGUST 2023. WITHING 3 WEEKS THE FABRIC HAD WORN OUT. I COULD JOT BELIEVE WHAT HAS HAPPENED. IT IS MARCH 2024 AND IT HAS NOT BEEN FIXED YET.

1.IN THIS EMERGING AND READILY EVOLVING MARKET SPACE WHY ON EARTH DOES ANYONE HAVE TO RING THE UK TO GET A MESSAGE ACCROSS TO DFS IN LIMERICK OR GALWAY OR CORK? I FIND THIS HIGHLY DRACONIAN IN NATURE AND NO ELEMENT OF REASONING IN IT.

2. I FIND DFS POLICIES STIFF AND LACKING IN FLEXIBILITY THAT ATTRACTS AND APPEASE CUSTOMERS. NO ROOM FOR SIMPLE AND LITTLE PERKS THAT GIVES AND GRANT CUSTOMERS GOOD PURCHASING EXPERIENCE.

3. YOU MODUS OPERANDI ARE NOT EXAINED TO CUSTOMERS. I WALK INTO A DFS STORE IN LIMERICK BUY A PRODUCT AND AN ISSUE ENSUES AND A I FIND MYSELF DEALING WITH A MANAGER IN GALWAY. THIS INFORMATION SHOULD HAVE BEEN AT MY FOREKNOWLEDGE BEFORE MAKING THE PURCHASE.

4. WITH HOW STIFF AND RIGID YOUR POLICIES ARE AROUND YOUR PRODUCTS ONE WOULD EXPECT NOTHING LESS BUT PERFECTION. BUT THAT EXPECTATION WAS DASHED AS PROVEN BY THE NO FIT FOR PURPOSE LORENZO SOFA I EXPENSIVELY BOUGHT FROM DFS LIMERICK AND IT IS A SHAME. I EXPECTED MORE GIVEN THE DEGREE OF RIGIDITY I ENCOUNTERED OR WITNESSED WITH YOUR SERVICE.

5. IT TOOK ABOUT 8 OR 9 WEEKS TO GET AN UPHOLSTERY CHAP OVER TO ASSESS A SET OF SOFA I BOUGHT. THAT ITSELF IS NOT ACCEPTABLE. IT MEANS AS A CUSTOMER I AM NOT IMPORTANT OR VALUED OR YOU DO NOT APPRECIATE ME AS CUTOMER.

THESE ARE YARD STICKS THAT HAS MADE ME LOST FATE IN DFS AND AND INABILITY TO RESOLVE AN ISSUE IN A WELL AND TIMELY FASHION BY THE MANGER I GALWAY. HE MESSAGED ME SAYING A TECHNICIAN WILL CALL OUT TO MY HOUSE ON ARIL 8. DFS IRELAND IS JOKE.

6. THE MANAGER IN GALWAY DECIDED TO PROCEED TO ORDER A REPLACEMENT COVER FOR THE WORN OUT SOFA SET I BOUGHT LESS THAN 6 MONTHS OF PURCHASE WHEN I CLEARLY TOLD HIM WHAT I WANTED. MY OPINION ON THIS SOFA DID NOT MATTER TO HIM

7 WHEN I TOLD HIM WHAT HAPPENED TO THE 4 SEATER SOFA WILL HAPPEN TO THE OTHER SOFAS HIS RESPONSE WAS THAT WE DONT KNOW THAT YET. I WAS BAFFLED BY THIS. IT TELLS ME HE DOES NOT KNOW HIS PRODUCTS OR HAVE CONFIDENCE IN DFS PRODUCTS. I KNEW THIS PRODUCT BETTER THAN HIM

8 I DEALT WITH A STAFF IN LIMERICK WHO WAS SO UNEMPATHIC TO A DIFFICULT SITUATION DFS HAS PUT ME IN AND HE LACKED CUSTOMER FOCUS CENTERED APPROACH.

THESE ARE MY THOUGHTS SO FAR ON DFS

VERY DISSAPOINTED WITH DFS

AVOID AVOID AVOID! YOU HAVE BEEN WARNED!
Absolutely awful! Ordered 2 sofas online cost over £4700. Within 4 months the recliner failed, told it was a motor. Had to wait over 10 weeks for the part and have it replaced.
At the time told DFS advisor not happy with the sofas, she first of all had the audacity to try give me the third degree about the sofas and then said a store manager will call within 72 hours! 72 days later, STILL NO CALL!
Less than 2 months later, the same recliner making a noise and dipped.
RAISED a section 75 and low and behold they've called me! Only to say they gonna do sweet FA, but we'll send a service manager out!
Like leaches when you go instore, but they don't want to know when things go wrong!
Paying for a BESPOKE sofa that has failed within 4 months and uncomfy like hell! All they do is shove the 2 yr manufacturing warranty down your throat!
AVOID AT ALL COSTS!
IF YOU CONSIDER BUYING FROM DFS, YOU MIGHT AS WELL THROW YOUR MONEY DOWN A DRAIN!

Dreadful customer service. Been complaining since July 2023 but no one is listening.

Been a customer since 1988 but struggling to get anyone to listen to me.

Feeling very neglected and £1,000s out of pocket

Don't buy DFS SofaCare Insurance - Don't believe what the sales people peddle when selling you this 5 year insurance policy. We were led to believe our sofa cushion's could be refilled within 5 years if they sagged or lost shape... 3 Years in and our sofa cushions have sagged considerably - After spending days trying to resolve with emails and phone calls to DFS and Guardsman, we're NOT covered. SAVE YOUR MONEY, DON'T BUY SOFACARE!

Exellent service from order to delivery
The two persons Craig and Craig on van 16 did a fantastic job of delivering the sofas

Ridiculous service from Slough branch and keep getting threatening messages including a phone call regarding pay the outstanding balance while I paid already but manager of the store didn't bothered to update the database, I went to remind them 4 time and 5th time assistant manager asked me to pay the balance and whatever amount we need to settle we can refund you which was ridiculous. It took 6 week for them to refund or settle the amount but they wanted me to pay again. Will never go to this branch. Avoid please

Hands down the worst company I have ever dealt with. All they have done is lie and fob me off, I have never known such bad customer service.
I ordered a 3 seater and 2 seater couch at the beginning of September 2023 for delivery in December. The beginning of December comes and surprisingly we get a delivery date of the 4th and even a 3 hour time slot in which it would be delivered. I got rid of our old couch on the 3rd and arranged to finish work early to make sure I was in when it arrives. On the 4th the time slot they gave me comes and goes with no couch being delivered. I obviously rang Dfs only to be told that they had made a mistake and the couch wasn't going to be delivered until the end of December/beginning of January! Apparently someone had tried to ring me the day before to let us know but didn't think to leave a message or ring back when they couldn't get through?!
All over Christmas we were left without a couch which as a family of 5 was an absolute pain.
THEN (yes it gets worse) on 26th December they messaged and told me our couch was being delivered on the 29th. Sure enough the delivery truck pulls up in the morning and unloads what looked like a 10 year old couch, that had rips along the bottom, cat scratches up the sides and what looked like mould along the back! They had (nearly 4 weeks later!) decided to send a temporary couch and even the delivery driver said he questioned it when he saw it on the truck as it was so dirty and battered and he admitted he wouldn't accept it if it were him! I obviously refused to accept the couch (which any sane person would, it was that bad) and phoned Dfs straight away. The man I got through to (Dylan) was full of apologies and promised I would get a phone call back the same day and a delivery of our actual couch. He said he couldn't understand why we got sent the temporary couch as apparently our new one is ready to be delivered?! Wasn't holding my breath anyway but 3 hours later, surprise surprise no phone call, I rang back and got a lady this time saying that it can take up to 72 hours for a phone call back and that Dylan shouldn't have told us we would definitely get a call back the same day, not to mention the couch being delivered!
It is now the 5th Jan and we still have no couch and apparently no one at Dfs can tell us when ours will be delivered! Honestly angry doesn't cover it. All this company does is lie to you, it's absolutely disgusting, especially for the price you are paying for the couches in the first place! So over a month with no couch and who knows when we are actually getting it!

I will never buy from dfs again
I will never buy from dfs again. They absoloutely have no understanding of disability, to the point i will be pursuing my complaint beyond the company because i have not had adequate resosolution from the southampton store, whose manager and team are currently ignoring my emails despite the fact i do not yet have my full order, even though its in the distribution centre. They have caused me immense stress and suffering ignoring basic adaptions required from the very beginning, which basicly is no calls as im partially deaf, email communication only. Beyond that they have then continued to cause issues, making decisions without my consent which have resulted in me having worse treatment because of this need and therefore because of my disability which is in direct breech of the equality act 2010. It is not enough to just accept an email but not reply, that is not an adaption. And because of their decision to take my number off, instead of leave it on with instructions for text only i was not able to get a 3 hour slot or a 30 minute warning when the first half of my delivery was on the way. I now am waiting for the second half but i dont trust they have now given the delivery part my number, ive had no contact, and management 'offer' to organise it, then dont respond. When they do respond they act like i havent confirmed. It is disgusting, it is to make it look like they are doing something whilst actually doing nothing.

The manager thinks that a small refund makes up for discrimination... whilst continuing to discriminate. On top of this ive been sold their sofacare, and guess what, no email only phone number so i cannot use it. The store have not responded to this yet.

I was told i would get an actual appology from the store, i havent and from the staff member who initially ignored my request for no calls, and continued to ignore when he heard the voicemail message stating dont leave messages i cannot access them etc.

Heres some quotes from citizens advice about duty demonstrating they are failing
"Traders and service providers must remove the barriers you face because of your disability so you can access and use their goods and services in the same way, as far as this possible, as someone who's not disabled. The Equality Act 2010 calls this the duty to make reasonable adjustments."

"The duty to make reasonable adjustments in goods and services is anticipatory. This means the trader or service provider mustn't wait for you to ask them to do something. They should consider in advance what they need to do to make their services accessible to all their disabled customers."

"A trader or service provider may have a certain way of doing things, like a policy, rule or practice which makes it more difficult for you to access or use their services. The Equality Act calls these things provisions, criterions and practices. You can ask the trader or service provider to change these things, if it's reasonable to do so.

Examples of rules or polices which you might ask to change include:

Appointment booking systems

How a business communicates with you - in writing, on the phone or online

Application processes - for example, if you want to apply for a bank loan or switch to a new energy provider

A blanket policy - for example, one that disadvantages you if have a learning difficulty."

So i will now be taking this further as per the guidelines on citizens advice

I purchased a sofa 2 years ago. I reached over mine and rested my hand on the arm. Snap- the arm went in. Made a claim with the accidental damage insurance. Told me I was not covered! I would advise anyone not to take it out, it's a con!