DFS Lincoln

Yes 365 days from our first complaint…
Yes 365 days from our first complaint to our sofas being returned and getting a FULL refund. DFS tried every trick in the book, but with the help and a visit from an independent furniture ombudsman, DFS finally had to admit they were wrong and our sofas were not fit for purpose.
7-4-17.
We took delivery of 2 DFS three seater Peyton sofas in nubuck brushed leather. After a few weeks(especially on one sofa) the leather had gone all shiny, the foam in the seating had started to collapse and you sank right down in the middle or could not sit straight up at either end. On 8-8-17 we went into the Lincoln store where we had purchased the sofas and reported the condition.
HERE IS A VERY BRIEF OUTLINE OF THE NEXT 12 MONTHS OF HELL. !!!
14-08-17. A visit from DFS service manager who stated he had more than 30yrs experience as a upholstery and all issues were normal and down to usage.
1-9-17. A visit from DFS sales manager who also said it was normal natural wear.
25-9-17. Went in to Lincoln store to see the manager, who was very rude, arrogant and did his best to patronize me saying his staff were right and I would have to accept it.
1-12-17. A visit from Top manager of Brigg and Lincoln stores, at last someone prepared to listen, he admitted the foam had collapsed, leather had gone shiny, and some stitching needed redoing. He would arrange for both sofas to be collected and re-foamed, leather to be treated and the stitching redone.
18-1-18. Sofas collected for repair.
31-1-18. Sofas returned, FOAM not replaced, just bodged. 1hr later sofas picked up again for further work.
15-2-18. Sofas returned again, cushions had lost all dome shape, they looked awful, they were solid and uncomfortable, leather looked the same,but the stitching had be repaired.
4-4-18. 2nd visit from DFS service manager, once again said sofas were ok, there was no problem with them, nothing more could be done.

We then went back to the furniture ombudsman, sent photos, and information.
31-5-18. An independent furniture ombudsman came and the sofas, were given a full inspection.
19-7-18 Received Ombudsmans report agreeing with us, stating it would cost more to repair than it would to replace them, therefore DFS should take the sofas away and give us a full refund, all monies spent including delivery and cleaning kit.
25-7-18. Sofas taken back.!!
1-8-18. Money repaid, only to be £150 short. !!!!
6-8-18. £150 repaid.
END OF SAGA. !!!!!
We have not received any form of apology from DFS.
If anyone has any problems similar keep records of, times, day, dates, names, take photos, write everything down. They will try to undermine you in every way they can to make you give up.
BUY FROM DFS AT YOUR PERIL !!!!!!!!!
Notice the difference of the 2 sofas below. !!!!

The showroom and all its sales staff within the store are brilliant. Not pushy and listen to what you need to help you in the perfect selection of sofa and chairs, hence the 4 stars. That said, the service from its distribution warehouse is totally negative. Our sofa arrived with a subcontractor that DFS now use to help with their backlog however they could not be bothered to attempt to dismantle our sofa to get it delivered. Another delivery was arranged for a week later supposedly by a DFS specialist crew, again the same van and crew turned up so again no delivery. I gave them a 3rd and final chance to deliver, I was phoned and given a date and time, confirmed with a text . This delivery never arrived as it was not put on the schedule to deliver. Delays and delivery issues i will accept. Being lied to I will not. We have been left with nothing to sit on as our old sofas where collected the day before our first delivery attempt and have been given a full refund. This would have been our 3rd sofa over the years from DFS but we will never use them again.

Awful experience. Broken sofa on delivery, sent back and then heard nothing about a replacement. Then started to take the payments even though the order had not been forfilled. Still waiting for a replacement. Customer services are terrible and don't seem to give a care about the poor quality service you've recieved. I won't be using them ever again nor will I recommend them either.

Great customer service. Looked after this all the way. Took us through the ins and outs. Very knowledgeable

On deciding that my current 3 and 2 seater settees were getting ready for renewal and having bought them from DFS fourteen years ago, my first point of call was retuning to DFS again.
I had perused the DFS website and had a couple of settees in mind before going. I do like to see and test for comfort without being pestered by sales staff. I wasn’t disappointed, I walked in and must have looked a bit lost and was approached by Andrew. He introduced himself, I asked him if they had the settee model I was interested in, he said yes and showed me where it was, he then said that he would leave me to look but if I had any questions, to give him a shout.
I was left to peruse the store without being followed around, great. I finally found a settee that suited me, incidentally, not the one I had originally gone in to see. I approached Andrew who was extremely helpful and explained clearly a number of questions I’d had. He then left me to think about a purchase. Once I had decided he carried out the order paperwork, explaining the procedures as he went along. My order placed I left the store pleasantly satisfied, a straightforward and enjoyable purchase. Now looking forward to delivery when my order is completed. Thank you Andrew and DFS. I wasn’t disappointed with my first DFS experience in 2009 and wasn’t this time with my second in 2023.

We ordered our 3 seater late August.
Would be here by 7th of Nov.
Then emails to say would be here earlier October 25th.
This date came and went. Trying to get in co tact with them is near impossible.
Then they said it was in so we went to collect, when we arri ed we were told it was still in Doncaster warehouse. Only sent a little van so not roo for ours.....

Finally in 2nd week of November it was there so we collected, we weren't given our leaning kit so yet again emails and phone calls we got hold of them, and they would send it out.
Received nothing
So Monday December 5th we had to contact them again about it,
They hadn't even done anything about it.
So we asked for a refund, which apparently is being processed at the moment.

In short I would not recommend or use again,
Feels like your getting looked after, then they get your order and money and don't care at all after that.

Nice store, too laid back in that in over 20 minutes no one from the sales team made contact.

Bought a furniture set, delivery guys damage every peace of it .2 sofas damaged one broken frame and ripped fabrics, another sofa ripped fabrics , pilows been dropped in to puddle,now they won't refund money and take all this scrap back .worest service I ever had