DFS  Reviews 

Absolutely disgusting, paid over £1000 for recliner chair. Had 2 people out to tell me it is unexceptable onl to get a call next day to say the report was nothing wrong. After only having chair a few weeks it now make lots of noise when recliner. I recorded the noise for them but they still refuse to change it. Worse company ever.

Absolute rubbish furniture mine was made in China but DFS will have you believe it’s made in UK, that’s is lie.
Leather is thin, over stretched and creases in days. Seat cushions are such bad quality they dip within hours.
Customer Service is abysmal, I suggest record your calls as DFS put NOTHING in writing. They all are trained to respond exactly the same in relation to complaints.
They will continually deny there are any faults with their furniture. Will send so many inspectors to look at it, but still no fault recorded.
PLEASE DONT WASTE YOUR MONEY.
All they put up about manufacture etc in UK is false.
Go on Facebook and look for DFS complaints group there are over 4000 members complaining

Bought a £3000 + sofa from DFS. Phoned them up and complained, said I was not happy with the overall quality of the sofa. Had someone come out and look at it, basically they are not going to do anything about it. Sofa is only 5 months old. Cushions not holding shape and the leather looking all wrinkled. I dread to think what it will look like in 12 months time. We’re only a household of two adults, no children or dogs.
I’d like to just stop the payments on it and ask them to come and take it back ?
Have contacted Citezens Advice to see what my rights are?

Went into taunton DFS today. We were allowed to look through the stores without being bombarded by a sales person. Myself and my partner once we had settled on a sofa sat on it and Adam came over to ask if we were being seen by anyone. He is fairly new so explained he couldn’t sell us a sofa. So would get someone and that is when sean came over. He talked us through are options and that we can buy cash if we wanted or use the interest free option.
Service and people are 5 star
Only thing i would say is that none of the sales men introduced themself or asked the name of my partner until right at the very end. But that is what held me back from giving 5 star.
Sean

Absolutely appalling customer service from DFS – avoid at all costs.

DFS have completely refused to take responsibility for clear and obvious faults with our sofa. Despite repeated attempts to resolve the issue, they have dismissed us at every stage and shown zero interest in actually helping a paying customer.

The situation was made even worse by the staff at the York store, who were openly dismissive and gaslighted us throughout the process. Instead of acknowledging manufacturing or quality faults, we were repeatedly told that the problems were somehow our fault – an insulting and absurd response for a product that is clearly not fit for purpose.

Rather than investigating properly, DFS default to denial, deflection, and blame. The entire experience feels designed to wear customers down until they give up. There is no accountability, no ownership of issues, and no meaningful customer service once they have your money.

If you value basic honesty, respect, and after-sales support, do not buy from DFS. The quality is poor, the complaints process is a joke, and the York store staff in particular seem trained to dismiss customers rather than help them. One of the worst customer service experiences we’ve ever had.

Called into the Speke one today, three people on duty, one serving a customer two sat in the round office, I walked around three times and not one person spoke to me, the first guy actually approached a customer who walked in after me, the other two still in the office, a girl scrolling on her phone and a guy looking at games on the computer. Needless to say I walked out and won’t be going back. VERY DISAPPOINTING CUSTOMER SERVICE.

Based on the sofa and on customer service ; all they care about is keeping the finance agreement going , the sofas stink of chemicals or garlic and the v rude inspection man will say there’s no smell - as hes paid by Dfs. Video your inspection! I was called a liar and the sofa has made my small children & myself ill . £1300 down the drain.

I wouldn’t even give one star but had to to be able to comment. AVOID DFS at all costs!!! No customer service or aftercare service at all. Sofa delivered 18 December, leg dropped off 20 December, sofa still propped up on bricks, fighting to get it repaired! Full of empty promises!!! Do not give them your money!!! Carlisle store customer service appalling!

The young lady was very helpfull she was very professional how she handled our purchase

Ordered foot stool beginning of October 2025. On 10th December DFS sent me an email to say my purchase would not be delivered before Christmas but said would be delivered two days after Christmas. Oh well prior to Christmas was not important to DFS, made up excuses not part of the deal. So one customer lost. Never again.

I have just seen the DFS commercial with people shaking there bums well thats very apt because the company is shit

Wouldn’t recommend dfs what so ever we went to the one in Warrington and they just talk the talk to get you to buy a sofa promise you it will be on time just to get your money, I wanted it to be definite that it be here within 5 week time frame that we were told it would and they confirmed it 100% as we was without a sofa due to a house move and I’m 7 months pregnant i didn’t want to wait any longer than the 5 weeks or we would go elsewhere instead, but she assured us we wouldn’t and yet I’m still here with no sofa and the delivery date has moved 3 times up to now, partner booked a day off only to be told it’s been cancelled again and he’s lost a days holiday and they also tell you the day before. Now saying Christmas Eve. Will never use there services they just scam you to get their commission don’t care about customers being without a sofa, the lady we had clearly just wanted the sale talked absolute crap

we paid 2000 for a sofa within a few months the seat base started to sag ,they advised us it needed fluffing up, the type of sofa it is we couldn't do that at 5 months old we escalated our concerns and they sent out an assessor called Paige she looked at the sofa and told us there was a fault and that they would replace one end of the sofa.My wife and I were both present when she said what would happen.After a few weeks of nothing happening we contacted again to find out that Paige had said in her report that it wasn't a manufacturing fault and that we had been sat on the sofa in the wrong position..So for us Paige had actually lied to our faces then made up a different report.As the sofa is 6 months old I wonder if we can reject it under the sale of goods act 1979.

If I could give zero stars it would be - do not buy on the guarantee of 15 years - this is rubbish and they train their customer services teams to twist faults around to the customer!! I bought a just under £3k sofa… fault appeared within weeks - it was structural, so the back is misaligned and pushes backwards when you sit in it… someone came to fix it (the biggest bodged job ever! Within days it was faulty again). 4 years have passed and due to a house move I asked that they come back to repair it, first service guy came and said ‘it’s a much bigger job than the office told me, I’ll have to come back’ - he came back, closed the job as finished and it is still completely misaligned! No communication whatsoever from them, all they say is it takes 72 hours to escalate to a manager, but no manager has ever called me back!! I’ve been hounding for weeks on end (months actually!), they booked the service team to come back out, and on the agreed date they did a no show. I had told them we are moving and that the date I gave was the only option, but still they didn’t show up! 2 days before our moving date with our house full with boxes and zero space to do any works they offer to come, which I refused due to the move. Now they’re saying they’ve offered us all options and it’s on us if we don’t take them up on the offer of a service 2 days before our move. Id say this is honestly the worst customer service experience I’ve ever received. I can see they’re purposely prolonging the fixing of it to leave me with no options just so they can put their hands up and say we tried. Actual day light robbery. Infuriating to say the least. Avoid at all cost - especially large corner sofas.

Where’s my sofa that was promised to be delivered today from DFS in Shrewsbury Shropshire
Get a text at 5.30 pm advising me that I won’t get my sofa for another few days
Disgusting when we have no where to sit
We paid for delivery today not next week and then we are told to contact YOU surely this should be the other way round
Where is your customer service you don’t have any

Very dissatisfied with your service. Your company won’t be using DFS again

After buying a recliner suit in July. It was delivered beginning of August. As soon as the delivery men left I noticed something was wrong. Contacted Dfs straight away. They came and looked at it,and did what they said needed doing. Again as soon as we sat on it the same problem occurred. Contacted them again. They sent another guy out to look at it. This time they said it was a mechanical fault. They would order part and come back again. It is now December and still no sign of it been fixed. They keep sending msg to say part is with supplier. So they obviously sold me a faulty sofa in the first place. Be very wary of buying from them.

Have had sofas in past but decided to go leather, paid for extra and when colour started to wear no one would take the claim the cover or DFS unfortunatly as a full time worker with family have no time to keep going backwards and forwards.
Will never ever buy again

Awful sofas and customer service. Peeling leather which DFS Service Representative said he'd never seen before yet there are multiple reviews from other dissatisfied customers showing the same issue as ours. DFS response was that it is a fault caused by localised conditions. No response when I asked what was meant by this. Ombudsman decided that it is due to wear and tear even though it is in areas where there is no contact e.g. the back of the sofa. The fault , on ours at least, is actually that they use poorly manufactured bonded leather on the backs and sides which is not fit for purpose; the seats are fine and a different leather. If you buy a DFS leather sofa don't be disappointed if it peels after 2 years and DFS refuse responsibility and pretend they have never seen it before.

Braught a 3 seater Dylan electric recliner and 2 accent chairs in august came in November on delivery it was deliver by house movers not even dfs company the men were great built up the sofa and put the kegs on the chairs but I did notice while one was unpacking the legs of the chairs that one was chipped I’ve called customer service got told I would have someone come out on the 10th of December (today) also got told I would get a call from the service manager the day before or morning of the day giving me a time frame I called at 11am due to not having a time frame got told the service manager was busy and he would call me back called again at 12:30 as not hured anything I got put on hold for 10 miniutes and he wasn’t ancwering his phone then called again at 1:15 to be put back on hold and then the gentleman came back to the call and said I can’t hear you can you move somehwere to get better service I can’t hear you mam hello I can’t hear you then ended the call I then tried to call again streigjt away I got put on hold then the call dropped I then get my partner to call which meant he had to step out of work then half an hour later I get a call from dfs stating the manager rang in sick today then when I said I havnt been told anything all day regardless of calling they said I’m sorry but he has gone home sick but you just told me he called In sick? They said all I can do is apaologies and I will have to ring the manager to get compensation for no information and having the day off work for nothing then when it comes to rearranging a date I have to wait until January 2nd what a palarva I know people get sick but surely you should have called and told me

I purchased a sofa from DFS online and have been through nearly a year of stress, disruption, and unacceptable treatment.

The first sofa delivered was damaged and incomplete, with rips and missing screws. DFS then attempted to deliver not one, but two further sofas, both of which appeared to be ex-display or used — confirmed verbally by their own delivery staff (I have recordings and video footage to prove this). One sofa was stuffed in the back of a van in appalling condition.

Despite promises of a new replacement, DFS:
• Repeatedly sent used or damaged furniture
• Ignored my formal complaints and failed to respond to my Final Letter Before Court Action
• Attempted unannounced deliveries without my consent
• Failed to treat me fairly or take accountability

The store manager involved has continued to contact me without resolving anything, and the head office has provided no meaningful support or resolution.

I escalated this to the Furniture Ombudsman and Citizens Advice. Trading Standards have now been informed, and I am preparing to take this to Small Claims Court.

This has cost me time, energy, and trust. I would never buy from DFS again and strongly urge others to think twice before doing so.