Gurcharan S.

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.