DFSReviews 90

We purchased a sofa bed a few months ago over the internet and due to COVID we could not have any visitors stay over so the sofa bed was not used until about a month ago.
When we tried out the sofa bed for the first time we found the sofa bed not to be fit for purpose as it is so uncomfortable and due to this we had to go out and purchase a blow-up bed for the weekend.
DFS have sent an upholsterer out to have a look at the sofa bed and he advised as the sofa bed is not damaged there is nothing he can do but he did admit that most sofa bed's are not fit for purpose due to the structure of them and that you should really be able to trial them in your home for a few months.
I have contacted DFS and spoke to Paul the manager of the Carcroft branch since the visit and he has advised that the purchase is out of the 28 day's period so there is nothing he can do or will do.
Please can you advise where i stand legally with this matter?

DFS is a joke unreliable and a bunch of disorganised persons who I will visiting the next few days.

Spoke to head office and several managers who advised they would call me back again on the 19th april 2021 and again no one has bothered to prioritise this case and resolve it. Below is the summary of the poor customer service and shocking communication.

I placed an order with DFS on the 14th Feb and was advised the items would be delivered in April. I ended up placing the order with DFS over their other competitors only because of the delivery timescales, DFS were the quickest at the time and suited me better.
The order was done on finance and everything had been approved and accepted. I called several times in Feb, March and April to check the order status of the order and was advised everything was running on time and there were no delays as I booked a date to get rid of my old sofas.
I called earlier on in the week weds 14th April, and requested for a manager to call me as I still had not heard from anyone regarding my delivery and the advisors who I were speaking to did not have much information on what was going on.
72 hours elapsed and a manager still did not call me, I called again and spoke to a Danny who then advised he knew what the issue was. He went onto explain the order had not gone into production as they did not receive full details from the finance company, this was shocking and angered me. Danny tried to push the blame on the finance company however I don't accept that my order is is with DFS and when I have called to check on the order several times this issue should have been picked up by the advisors. DFS have just wasted my time, affected my credit score and left me without any sofas. I will never recommend DFS to anyone and the customer service has been poor especially when a manager cannot call back within the 72 hour period specified by yourselves.
I'm now waiting for someone to call me on the 19th april to discuss a way forward however I should never have ordered from DFS and should have placed my order with SCS.
Danny advised he had spoken to a Rachel from head office however could not promise for her or a manager to call back over the weekend, it would most likely be Monday.
Why this has not been made a priority baffles me clearly DFS do not care about the customers and do not care about losing custom.

I have spoken to DFS head office and again have been waiting for a manager call back yet no one has called me.

After waiting few months I have got my "sofa bed". Wow, what a experience. Cushions very low quality- after few days they look like few years old. Mattress- I would not offer any family member to sleep on it for one night, nothing inside, extremely uncomfortable. Milton Keynes DFS costumer service- hmmmm, I have called back minutes after miss call from them and there's no one to answer... Really, save yourself money and stress and go elsewhere- you will get good quality. I wouldn't take my sofa for free. Im done with DFS and I'm advising to everyone to stay away from it.

Bizarrely Dreadful...
Ordered Sofa 10 weeks ago. Already started redec of lounge in preparation for arrival. Then informed that sofa delayed by a further month... then... they "accidentally cancelled my order!". So back to square one with a 10% discount... I DON'T THINK! How is this company still in business?

Ordered our sofas 25 July, promised by the salesman 12-13 weeks but could be sooner.
13 weeks passed 24 October, the tracker has been useless, each time we have contacted customer service a new excuse has been made, from lack of foam (after we had been assured it was on the boat) to "not being able to dock".
Delivery was promised for Friday 20 November, I booked a day off on annual leave, today I received a call to tell me the delivery had been "rescheduled" to the 25th.
We have no faith they will arrive at that point and no faith in DFS at all, the empty promises from the salesman, the unprofessional attitude of customer service.
To rub salt into the wound we received an email from Harry Unis, head of customer service, saying that lockdown would not affect the estimated delivery time, our delivery was already overdue.
I would never recommend this shambles of a company when the head of 'customer service' spouts inane drivel.
Absolutely terrible, shame I can't give zero stars.

I was happy with my experience in buying a corner sofa and armchair at DFS Norwich. However when it was delivered a part of the sofa was torn. I then spent over a week chasing the store. I was asked to accept the damaged part of the sofa, then I was asked to accept it with some compensation but the assistant would not say how much compensation. Eventually they collected the good part of the sofa to have the whole lot sent back to the factory and now it has been sent back but the store can't tell me when the delivery will be!

The soffa we just ordered was such good quality stylish and unbelievable value for money. We needed it quickly as we had purchased a Sofa from Made.com that we were really disapointed with. However Dfs were able to identify a sofa available for immediate delivery.

Thanks Dfs much appreciated may be you can advise Made.com how to look after their customers

I've used DFS twice to buy furniture and have found the company to be easy and stress free to deal with. From the intial phone purchase through to the delivery guys the staff are polite and friendly. The sofas I've bought have been good quality and carefully delivered. Plus the company offers the chance to pay for your furniture interest free for up to 4 yrs if you need to... that's great service. I'd have no hesitation in using them again.