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DFS is a terrible store and I have had nothing but bad experiences with them and there products and services. I bought a settee from them before Christmas this year and had a waiting time of 12 weeks before delivery which was fine with me, although I would have liked it a lot sooner but apparently everyone has a waiting period of 12 weeks for the delivery of there product. When the settee finally arrived it was a week late, at this point we had tried to contact the store on multiple occasions to inform them that we had not received our delivery on time and was wanting to enquire on the where about of our sette, we ended up getting passed around from person to person for hours before we where told we would be waiting an additional week for our product, the customer service from DFS store was appalling. We finally had our sofa delivered to us a week later and when the delivery guys began to construct our sofa we noticed that it was the wrong sofa, we didn't order the one we received so we where then told that there had been a mix up with the orders and where asked to wait another 3 weeks for our sofa, we where furious but there wasn't much we could do about it, so we waited 3 weeks and our sofa was finally delivered and constructed, we did not once receive an apology from anyone at DFS and the sofa its self was horrendous, we have had problems with the sofa from day one, the recliner not working properly and the island in the middle of the sofa having a crack within the cup holder, so if any one was thinking about buying furniture from DFS I would advice not to.
Before Xmas, we ordered an Expresso Mid-Tan 3 piece all electric recliners for just over £3,500. Delivered in our absence was a dark 'chocolate' brown suite, which after revisiting to inspect, DFS say is "within tolerance." This is absolute rubbish, we have dmqnded they take it away and replace with correct merchandise. They refuse & say the interest free credit agreement cannot be cancelled. I have informed their credit co.(Creation), who are investigating the matter. I have threatened DFS with legal action. Meantime, 1st finance payment is on hold for a month, tho I don't think they'll collect it. Beckton branch manager's attitude is outrageous, claiming, "This one looks better anyway". The darn cheek of it!!! All adverts and shop demo examples display Expresso as the Mid-tan colour we ordered...NOT dark or chocolate brown. Anyone had, or undergoing this problem?
Purchased 3,2,1 and pouffe leather suite costing nearly 3 grand. After 3 months colur faded and cuahiins went flat. Called customer services who arranged for service manager to visit. Week later he informed me that cushions need rearranging and colour that as faded is from sun and sweat. After several visits and threating them with trading standing. DFS have changed inserts which are flat again and attempted to recolour sofa to which now looks like a patchwork quilt. They have now decided to reupholster all of suite as it isnt fit for purpise or durable under the selling of good act 1979. We have been to ahow room tonight to choose new leather which was cheap and nasty, so i demanded a different type of leather that is of better quality, i am now awaiting a decision as to whether they will replace , my suite i have only made 10 payments on and it looks about 20 years old. Even worst now they have attempted to recolour. I have ro hide with throw, back arms and seats are all different colours , cushions have ridges in them where inserts are flat.
HAS ANYONE EXPEIRENCED THE SAME
I ordered a Hobart leather footstool from Hove East Sussex which was delivered flawed. It had light spots on it with lumps underneath so sent it back.
When the manager called me he said the spots had been touched up and the lumps were bite marks!!!!
to which I replied that I would not accept it and wanted a replacement. He said that they would not order me another as they all come like it.
What a load of codswallop. I have never heard anything like it and will not be ordering from them again.
As I understood each piece of leather is different, so they are saying all footstools come with bite marks on!!
I contacted head office and they have confirmed that the manager will not replace footstool.
I have E-mailed them twice regarding what sort of bite marks they were but they have but they not replied.
If you look at the picture of an Evelyn DFS sofa on their website, you will see that the wood and feet at the bottom of the couch are nicely tucked in so that there are no gaps and one cannot see the black underlining between the wood and the fabric. We have just taken delivery of two of these couches. That bar in the front is not straight, it is at an angle so that it leaves a distinct gap and the black lining can be seen. This also means that the feet are not tucked in properly. In fact the feet are screwed on with great strain by the delivery men who are not DFS people. There are no thread inserts for the feet to be placed in the correct position and because those bars at the bottom are put on without enough care, most of the feet on all of our three deliveries are misplaced leaving gaps between the fabric and the wood. Once you start noticing obvious defects then you start questioning everything. On the front of the arm of the chairs on one of the sofas is a lump perhaps someone left a handkerchief in there? Then there are threads which need sticking out and then there are staples in al of the wood that was protected by cardboard. Then one realised that on one of the sofas the beading fabric is not right in places.
It all comes down to poor quality control by DFS and the fact that the manufactureing is finished off by two delivery men who as helpful as they were could not be expected to overcome the design and poor quality of the build.
So if you are thinking of an Evelyn look closely at the feet and the wood at the bottom of the couches and ask the questions.
On 9th January 2011 we went to the Parkgate branch of DFS in Rotherham. Having seen a suite on the DFS TV advert. They also had one on the shop floor. It was the Light Brown Oskar large sofa, footstool and chair. Having previously been "stung" by sofa warehouse in Sheffield we decided to ask questions before agreeing to a sale. We were reassured by the sales assistant, (Neil Pilling) that the suite was of the highest quality and we would not have any issues at all with the suite. We arranged to pay by the pay-in-full in 12 months option as if we did have any issues we wouldn't have lost any money. Again we were re-assured by Neil that we wouldn't have any problems and that if we did, we could return it. Feeling confident we signed the agreement.
On 25th February 2011 we took delivery and were very happy with the suite.
On 23rd May 2011 my wife was reaching under the sofa for her mobile phone when she cut the back of her wrist on something sharp! On investigation we found it to be a bracing spar underneath which had split and come through the base. The wood used was badly knotted, not the sort of quality you would expect on a £3000 piece of furniture. My wife was heart broken.
I contacted the store and told them that we require the suite collecting as we were told it is of the highest quality and it clearly is not. They said they would send someone to assess the suite. After taking another day off work, the technician came out to look at the fault. He explained that he could fix it, replacing the piece of wood. It would have to be collected and we would be left with a temporary replacement. I told him that is not acceptable as my wife suffers from allergies and having furniture in the house that has probably had pets on it at some stage could cause a severe reaction. I also told him that we didn't want it fixing as it would be effectively bodged up, that's not what we signed for!
I complained in writing to the store manager with no response so took advice from the Furniture Ombudsman. They told me to write to the store. I wrote to them, threatening them with legal action citing Faulty Product and Not fit for Purpose causing personal injury.
On 31st August 2011 the suite was eventually replaced with another new one. After taking another day off work for collection/delivery we thought the replacement was a different shade but put it down to lighting conditions at the time. By night time with the room lights on it was obviously a different colour. Instead of Tan, like the one on the TV advert, in the showroom, in the brochure and as previously delivered, it appeared Reddy-Brown!
I again complained to the store so they sent the technician out again to assess it. He came with swatches and insisted that they only do Brown and Red and that ours is a shade of brown I pointed out the Red dye in the folds of the suite and compared them with the swatch. He said we would have to take it up with the manager.
On 18th September 2011 we took the footstool to the store to show the store manager and compare it with the one they had collected. I took photos for evidence. The store manager said he was happy we did because he can see for himself the both suites are clearly Brown. I explained that one was Tan (as was the ones advertised) and one was Reddy Brown. He said "when you order Brown, you get Brown, it could be any shade of Brown". I told him his manufacturer obviously has no quality control.
On 3rd October 2011 I wrote to head office in Doncaster again threatening legal action citing Not-as-Described, that we will charge for storage until it is collected and a claim for personal injury.
On 7th October 2011 the suite was collected after further phone calls to the customer services dept. The driver refused to give me a receipt to say he had collected the suite. If I hadn't videoed the collection I would have no evidence to say it had been collected by DFS! All along I have taken pictures and written to DFS as talking to staff has no effect, they also tell lies. We were told by the receptionist at Parkgate that our original suite had gone back to the manufacturer for repair however when we visited the store, it was in the stock room. The store manager explained that it was now fixed so I pointed to the piece of wood stuck out of the bottom! How can you do business with these people, they cannot be trusted.
DFS has cost us dearly in loss of earnings. I also loose my monthly bonus if I take a day off work. My wife has suffered a personal injury which could have been more serious.
DFS customer service is very poor to non-existent. I have had to chase them up almost on a daily basis to get anything done. After contacting my home insurance company, I was advised to take legal action as we have a good case. I also had to tell DFS to notify their credit underwriters, (Creation) that the contract had been cancelled. If I hadn't, we would have been hit with a £3000 bill in January for a suite we didn't have!
We are now finally rid of DFS and will never use them again. The experience has affected us to such an extent that we feel compelled to tell everyone about how bad their service and products are.
I went to DFS because it was the nearest and biggest showroom. I was sold 2 saskia sofas at over 2K which is a lot of money for me, I suffer from a chronic pain condition and I was told by the salesman that the extra comfy padding would be just what I needed and I even paid extra for their best leather. They are now 2 months old, lumpy with stretched with cracked leather, and the foam has started sinking. They are so uncomfortable we sit on the dining chairs. My husband often goes to the bedroom to watch TV as his back aches and he gets fed up fighting the ejector cushions. They come out from underneath you, or they push you off. I cant lie out on the sofa as the arms are hard and the cushions go up and down in lumps all along so there is no level of comfort. I have contacted DFS, who sent out an engineer, he sat 30 secs on each sofa. The cracking stretched leather is apparently normal, the cushions losing firmness is normal, them coming off is just the design, and the lumpy topper needed fluffing out every day. So, I am expected to remove the leather cover, and fluff and stretch out the quiliting underneath. This is not physically possible for me. I wasnt told this in the shop as the cushions are heavy and I would not have been able to have the sofas for that reason. They look like they have been well worn but they are only 2 months old, my inlaws visited and had roll together, they got pushed off, being in their seventies and with ill health they could not lift the heavy cushions back on. I am so disgusted, if the salesman had been honest, ie you are buying a lumpy, uncomfy sofa which will stretch and sag, I wonder what I would have said. The engineer sat on my sofas and said as far as he was concerned they were ok. Tell that to my visitors who have also agreed that they cant get comfortable. I told the chap in the shop I needed the sofa to rest on in the day due to the nature of my illness, he told me this sofa had super dooper extra comfy padding which in fact is just like a continental quilt piece which moves about under the leather cover and gets really lumpy, also I have to fluff this out every day. DFS have made my life very difficult now, I cant rest on the sofa at all, instead I get more stiff and sore, so thanks, you have also ruined christmas for our first year in our new house, Cheers and a happy new year to you too. The salesmen are pushy, would not take no for an answer with regards to the cleaning kit, he obviously was just pushing for a sale and I end up being the one who is not happy and paying for that privilege. Do not buy the Saskia sofas, they are very poor quality and design. In fact, dont go to DFS because if there are any problems with your sofa, they are not really interested.
During Easter Holiday I have decided to decorate my living room. Out with the old, and in with the new. My sofa was definitely old and needed replacing.
Since December I have been looking at the furniture companies to see what sofas they had and what the price range was. DFS caught my eye as they advertised on the TV. Not only it was a sofa I liked a lot but it was on sale too. It was black sofa, half leather half fabric with metallic feet.
So the first thing to do was to go on website and see what size the sofa was, read the reviews and decide to order or not to order.
I went on DFS website and looked at Shannon Large 2 Seater Formal Back sofa. My main concern was the size, so having read that it was 90cm(H), 196cm(W) and 95cm(D) I was pleased. The price was good too (just under £500) and still on sale. But when I wanted to read some reviews on DFS website...there were none. Which usually puts me off buying from them, but the love for this sofa and the price got better of me. So the next thing I did was to go to DFS in New Malden. So I did go on May bank holiday.
It was quite early when I got to the shop and therefore quite quiet, which I prefer. I walked around for couple of minutes when I spotted the Shannon sofa, so I headed straight for it. The shop assistant had spotted me, but has left me to try out on my own, which I was very grateful for, as I hate when they stand and watch your every move. But yet at the same time he wasn't far away for me to ask a question when I was ready to inquire. I have tried the Shannon 2 Seater Formal back (the one I liked), but when I sat on it, it was more like I was lying than sitting. I have asked the shop assistant, who was very polite, to see the Shannon Large 2 Seater Pillow Back Sofa, as I couldn't see it. He quickly explained that it is the same sofa, just with a different backing, and in no time at all, he rearranged the pillows on the 2 Seater as they would be if I ordered it. The Sofa was much more comfortable than formal back. It felt like sitting upright, which was great. And being half leather, half fabric it looked even better than on TV. Not only that, but it was slightly cheaper too (£479) and with interest free credit and no deposit needed, my decision was made.
Next thing was the formalities of the forms, which I was not looking forward to it, as I don't like when they started to add all the extras. But how mistaken I was. I was offered stain cover, but have said no to that, and to my amazement, the shop assistant went on to the interest free credit. He started to explain that it can be for 4,3 or...but I have already done my research and advised him that I would like interest free credit for 2 years. He proceeded with that. Then he asked me to clarify the colour of the feet I would like which I found strange as I have already stated that I would like silver/metal feet. But yet again very politely with a smile on his face, he explained that I would be very surprised how often people have a sofa delivered and then claim that it is not the colour they have ordered. So now they put that in writing too. But that was ok for me. I was also informed that delivery would be in 8 weeks but had option to have it delivered earlier if it does arrive earlier. This was great. So I said yes to that.
The only extra thing to pay was a delivery £39 and I had to dispose of my old sofa.
And yes, after 6 weeks I have received a phone call informing me that my sofa can be delivered in 2 days. I panicked, as I was working, and couldn't take time off to sit at home all day. But, guess what, I didn't have to. The driver rang me half an hour before delivering the sofa, which gave me enough time to pop home, let them in, wait 15 minutes to assemble it and go back to work.
I cannot believe how easy the whole process was.
When I first sat on my sofa it was not as comfortable as the one in the show room, but now 2 month later cushions have softened and I absolutely love it and it is so comfortable (mind you I am following care advice given-to plump and turn the cushions regularly over). Really great purchase that everyone compliments on.
We ordered 3 and 2 seater black leather mallory sofas online with dfs. We got delivery within 8 weeks of order instead of 10 which was a bonus. However when delivery day came the guys could not get the 3 seater into the house. I was devastated, although the guys did try their very best. Although i had measured the entrance etc. it was the angle to turn the sofa that caused the problem as there was a wall in their way! Well i panicked and after reading reviews i was gutted as i thought we were going to have to reorder another 2 seater and wait another 8-10 weeks for it. I called dfs Tollcross, Glasgow and i have to say the staff were excellent. I spoke to Yvonne firstly, on the Saturday morning who really cared and managed to reassure me that everything would be done to rectify this. I spoke to Emma on the Monday, again exceptionally professional and helpful. Emma spoke with the Service Manager Alan who promptly managed to break the sofa down and the delivery guys were back on the Wednesday to deliver! successfully this time and they then built the sofa back up. Beautiful! I just want to say that DFS never let me down and the staff at this branch were fantastic! A huge big thank you to you all. Your service is excellent.
hi my mother ordered a suite for me on 0% finance on 25th july i spoke to agent who advised every thing had gone through and the next time i would hear from them was when it was going to be delivered
so on 27th i purchased my living room furniture to blend with the suite .then on 30th recieved a phone call saying the credit had not gone through as my mother did not have enough on credit to pas it .
i am furious as i asked the question over the phone if every thing had gone through and was told yes and now im stuck with no suite and £600 worth of furniture which i apid for and i could have bought a suite if we were told on the day we had been refused the credit
i have rung dfs and spoke to some snotty manager who said there is nothing he can do and i should not have bought the furniture so i have asked for a copy of the phone call and will see them in court for the amount i spent on furniture
please dont bother with this comapny as i wish i had bought the suite elsewhere
I have recently purchased a sofa from DFS. I was advised that delivery would not be for at least ten weeks and that DFS had no storage so I would need to take delivery shortly after their call. I checked my diary which was clear in ten weeks time.
The salesman then talked me into a stain cover contract which he claimed i'd be a 'fool' not to take.
Agreeing to purchase the sofa and after some lengthy bullying I agreed to the stain cover. I was then advised on the payment options. I choose to pay a deposit and the remainder on delivery. I advised the sales man that I would then be able to inspect the sofa before parting with my cash (he told me I was very wise, he was probably trying to make up for calling me a fool before, ref the stain cover).
On my receipt it stated that delivery would be 2 days after store contact. I complained that this maybe a problem but the sales man assured flexibility on their part (I know now this was just sales talk). The receipt also had the terms and conditions of the stain cover which did not reflect the sales mans promises. I promptly cancelled this and voiced my disappointment in him. My gut feeling was to cancel the whole order as I had been mislead. I also didn't then want this man to earn his commission off my sale but I took pity on the 'fool'.
Seven weeks later (on a Wednesday) the store called me and said they were delivering tomorrow. I was not expecting the sofa for another 3 weeks and could not take an unexpected day off work at the drop of a hat the girl was anything but flexible. I told her I could take it Saturday or Monday she said that wasn't good enough as her delivery book was only open 2 days ahead. She told me that she would have a sales man deal with me with a call back, she than hung up in a huff!
I had no such call back. Friday I rang DFS and arranged delivery for Monday.
The delivery arrived Monday and I was requested t make payment. I asked that they bring in the sofa so that I could inspect it but they refused? I rang the store and was told it was not company policy to allow customers to inspect the goods before payment. I told them that I would not make a payment unless I could inspect it. I made it clear that I was not refusing delivery however would accept their decision to cancel the my order if they refused to allow me to inspect the goods.
It was a stand off for about ten minutes whilst the delivery men went back to the van for a private tel-com with the boss. Final decision was that I was allowed to inspect the sofa but a delivery driver would have to stand close to me at all times? I was insulted and upset at this unreasonable treatment . I'm not a criminal? But was made to feel like one in my own home. I just want a sofa without defects? Shame on you DFS.
The sofa had some dodgy stitching, I signed for it with a note that the stitching was not perfect even with the two delivery men standing over me (I didn't want to be intimated).
I made payment in relief my DFS ordeal was over (assuming the sofa doesn't fall apart).
If you get a good service from a company you'll tell one maybe two people at a push, plus you'll return to the store/company yourself.
Get a poor service and you'll tell everyone! I work in a Company with over 5,000 employee's and guess what? I'm telling everyone!
Anyone else had problems with the snuggle sofa from DFS.It has developed a marked dip in it in just over a month.Rang the store and was told to turn the one sided cushion over.After explaining that was not possible as it is one sided got told it was fair wear and tear.£2700 for one months use is not fair wear and tear.Sales representitive now coming out to look at it but have to take a whole day off work to wait for him as they can not book time slots.Will update with the verdict when they have been
Just under 2 years ago we purchased 2 cream leather sofas from DFS - costing nearly £2500. We have looked after the sofas and to our astonishment we noticed that one of the seats was starting to peel. Have never heard of leather peeling before. Telephoned our DFS store and was told it was our fault because we had cleaned sofas with a good quality leather cleaner (not their own) and that because of this they could not do anything. I complained again and they agreed to send somebody out to look at the sofas. We was then told that it was just dirt that was peeling and to wash the sofas in Lux flakes and this would sort the problem out. Guess what, we did this and it has caused more peeling. Bearing in mind the sofas are cream I think dirt would be obvious - they look almost as clean now as they did when we bought them. I am now going to contact DFS again and ask for the sofas to be replaced - after reading other reviews, I am not entirely sure they can even be real leather as I have never heard of real leather peeling before, we have a Jaguar car that is 10 years old and the leather in that is as good now as it was when we bought the car!
i bought a sofa from dfs in january 2009 a leather mercury sofa priced at 500 pounds (seater) upon delivery it was found it wouldnt fit in the door they tried everything. but alas it wouldnt go through. so the delivery man said well get dfs to phone u and speak to manager. the manager phoned and said oh thats unfortunate well send u a smaller sofa slightly different make but guaranteed to fit through your door. after 12 weeks for both of said sofas to arrive. this one wouldnt fit through door either. (you couldnt take the cushions off or anything to make it fit it was a all in one sofa. so the delivery guy forced it throught the door causing my front door ceiling to collapse. the delivery guy just looked and went oopps call dfs and theyl pay for it to be fixed, i called them and they said oh we dont pay for such damage etc normally but get a quote and well pay it. i tried to phone 7 times over next few months but manager was always out) i got quite ill after that so a few months passed i finally got the quote but they wont pay for the damage saying i left it to long.
the quality of sofa is horrendous im not a big guy (overweight and theres only me use it but the leather has all gone in on one side of sofa and the sponge in the sofa has collapsed leavin what looks like a 2 ton man has sat on it and its caved in.
next time ill learn my lesson and buy elsewhere/
i bet my bottom dollar that the only complementary comments on this site is from their staff having being told by the management to do so to boost their ratings as their products are cheap and nasty and will not last the term that you are paying for AVOID honest comment