December 2023 by Martin Lock
A really disappointing experience buying an expensive sofa from DFS. An error by the salesman has led to us being forced to pay twice to get what we want.My wife and I spent over an hour making our sofa choice clear to the salesman in store, and checked, double checked and triple checked what we wanted on the order. The order was generated and a poorly drawn sketch by the salesman was annotated to re-assure us. Sadly, when the sofa arrived, 2 of the 6 pieces were incorrect, the salesman had told us a left hand armchair had the arm on the left hand side and that is what we expected ? but not what we received.Having tried the Central Customer Services 'helpline' they pushed me to the store and said it was for the store to resolve. After several long conversations with the store manager, his conclusion was that we have to pay to rectify the problem. I asked to speak to the salesman to confirm our story over what we had ordered and what we had wanted, and for him to confirm his sketch (and error), but the salesman "no longer works for DFS". Convenient for DFS, not very convenient for us.The fundamental problem was the salesman, despite his training, sold us units that were the wrong way round with arm rests, despite myself and my wife sitting on the demonstration units and making it VERY clear to him what we are after ? he repeated back to us exactly what we had asked for and said that was what was on the order.A really poor show by DFS who refuse to accept that 2 customers who explained for an hour what they wanted (with photos of us in the demonstration model in the store to confirm), their salesman made an error, and DFS as a big chain is pushing the cost onto the customer. DFS know they have us over a barrel as we now have a sofa that is not what we want, and with DFS only offering a discount on the replacements, we either stick with something we didn?t order and want, or we pay more. It?s really quite arrogant for the store to not accept that the probability of 2 customers who knew what they wanted could then have asked for something different.Customer services replied to my complaint and said they would elevate to a manager and "bring this to a close for you as soon as possible". What this actually meant is that they would find someone else to ignore all of the evidence and fob me off again. I am left out of pocket having been given an "offer" to buy the actual sofa we asked for at cost price, and are also left with the original which is no use to us and may end up in landfill.We will never shop with DFS again.
December 2023 by Sadia Shafique
I wish there was an option for 0 stars!!!So basically I ordered Sofas from DFS.. 3 times the delivery was delayed I was not informed!!Then when they arrived within a month I noticed a creasing problem, rang DFS they sent a very rude engineer and said you've only had them a month keep using them then miraculously the creasing should come out!No brainer...as time went on they worser. Also the 2 seater console USB plug port would not shut close. So in September I rang them again for both problems. The creasing got WORSER (surprise surprise) and for the USB port problem.Another engineer came and said yep I can see the problem. The OXFORD manager will call you...well, he didn't.. 2 weeks on, I went into store and was told yet again I will get a call back.. Another 2 weeks past, nothing.He did eventually call and said he'll get a full report and could maybe shove some cushioning in the sofas..???? but will call me back.And yep I'm still waiting for that call back.See the sofas for yourself to judge DFS sofas quality with 1 month of having them.
May 2023 by Jim Dyer
Easy to park and reasonable in size to give lots of choice, just not lucky finding what we were looking for. Lots of clearance sofas if you need a sofa quick at a cheaper price.
April 2023 by Lucy Jacobs
Bought a sofa from DFS and was due to arrive today. I had been kept well informed of the delivery date and even received a time slot the day before. I stayed home the entire day and when the sofa didn?t arrive, I contacted DFS and they said I was the next delivery. At 5:30pm, I contacted them again, as still no sign of my sofa, only to be told that my sofa hand?t in fact reached the distribution center and that the customer service team would have to contact the supplier and get back to me. Now, I had arranged removal of my old sofa to ensure I had the space for the new sofa on the agreed date of arrival and now I am without sofa for days and have no idea when the new sofa is due to arrive. This is by far the worse experience I have ever had as a customer. Very disappointing and stressful! Last time I buy anything from DFS!
April 2023 by John Evans
Very disappointed, we looked on the internet for a new suite of furniture and found a couple we were interested in on their website so called into the botley branch, first impression wasn't good, dark and dingy. Within seconds a sales person pounced on us, we explained just browsing and continued to look around, it was like an out take of the film jaws with the sales assistant cruising around waiting to strike, not being able to find the two sofas we wanted to view and try we asked where we could find them on display, only to be told they don't hold neither in display in any of the showroom and to just order them off the website, they were called the RUSKIN AND THE LANSTON, so no not impressed at all,
March 2023 by Lone Wolf
After spending nearly an hour in the store, no one bothered to ask if we needed assistance. Other customers walked in and had service within moments. Very disappointing
February 2023 by amy davis
Ordered a bed with Dfs on 7/12/22 and said it would be six weeks. I have been sent 2 dates for delivery and waited in all day for both! A mattress has arrived however no bed and no sign of when it will be delivered! I now have to sleep on the floor at 9months pregnant in hopes it will arrive before my baby. I mean if ordering from John Lewis it arrives in a week! Think very carefully when purchasing with DFS if you need something before 2 months.
February 2023 by eric parrott
The service in the store was very good , however when I got the armchair home there was a nauseating smell emitting from it . I googled to see what I could do .7 days later the smell is still there . I called customer service to speak to the store manager. He will call you in the next 72 hours as this problem is well known by them , was the reply from the CS operative . This is totally not acceptable as my wife is disabled and now has nowhere to sit . She has been vomiting for the last 7 days . When her doctor saw her she immediately identified the cause .She also has respiratory problems which meant nothing to the operative I spoke to . If this is their idea of Customer Service then ??
February 2023 by Ali gates
Payed for suite 15th Jan, was a display item so in store ,29th Jan back in store to chase up delivery, won't arrive till 8th Feb. Not happy.
February 2023 by sdrizi
If I start I don't know when I am going to be able to finish I can really write a 1000 pages book about this story and the people in this store please people stay way please and please and please is it maybe my name is Setki not David
December 2022 by Katerina Lossnitzer
The customer service in store was great, but was told the sofa would be made and available for delivery from around 05/10 and it is now 15/11. A small delay would be okay but this is an extra month and a half, the lady on the phone at customer service was extremely rude and unhelpful. I still have no idea what is going on with my order! I would never recommend anyone buy furniture from here
December 2022 by James H
Awful experience, we spent over £2000 on sofas and ordered them in October, with them guaranteed to be delivered before Christmas. We were told today they won?t be delivered until the 24th January, which is ridiculous.
December 2022 by mitchell hastings
Sid was wonderful and extremely helpful, he introduced himself and then left us be but checked in every once and a while without being pushy!
November 2022 by Spare Account
Me and my partner were buying our first sofa. Darren couldn?t of been more helpful, very kind and lovely gentlemen. Explained absolutely everything and was extremely helpful. Thank you! We are looking forward to our new sofa.
October 2022 by Patrick Stratford
Wouldnt get anythink from here again they say email them if you have problems yeah right there useless they dont even respond to anythink I wouldn't even give 1 star but had no choice
