DFS Southampton

Went to go look at some sofas as our one is...well its had better days! 🤣 Have a good idea what we want and this place has everything! Including what we believe is the new sofa? Extremely clean, tidy and well laid out, easy to manoeuvre around, wide open spaces, good prices and lots of different colours, patterns, and choices of fabric etc etc coming back very soon! 5 * 😁

Great experience professional and friendly staff. Covid19 regulations maintained staff at the entrance providing sanitizers, masks and also checking if customers needed assistance. We were wearing our masks and distances well maintained throughout our shopping. We looked at the types recliners we wanted compared prices with other shops where we had been. Bought at best price from DFS. We can't wait for our delivery in 12 weeks. I highly recommend. Wide selection sofas for everybody.

Wheelchair accessible entrance, blue badge disabled parking close to the shop.

Ordered carpets for the entire house and 2 sofas back in 2017. Sales guy was new and took hours to sort our order. We didn’t have to wait too long for fitment/delivery. Carpet was not fitted very well to be honest. The carpet fitter told us he was the best that DFS used. We may have been unlucky. Will look at other retailers when we replace later this year.

Weird.
You normally can't move for sales assistants in these sorts of shops. I had to chase after 2 to ask a question. And even then, I got the impression he'd rather do anything than come and deal with my enquiry. Whilst this was going on, his colleague nearly walked through me in a rush as if I wasn't there.
I suspect they were all running around looking after other (more difficult?) customers.
I was a safe bet too... had they given me the time of day I'd have bought a king sized bed and mattress. As it happened, I worked out which mattress I liked and bought the very same one for slightly less from a different supplier. Business must be too good!

I wish we had never shopped here!
We ordered our £3000 sofa and chair set on 6.1.22 online from DFS website. We received our sofa delivery on 15th April 2022 as planned. The arm chair and foot stall were correct. They also sent the correct size sofa, but all of the cushions were too big and in a darker colour.

We informed customer services straight away on the 15th and they asked us to email the store which we did (copies of emails to follow). DFS were then not really responding, customer services were unable to put us through to the store so in the end we had to drive into the store (a 50-minute round trip for us). We spoke to a lady in the store who apologised and said she would investigate further as to whether the correct cushions were somewhere else. I then had to chase for an update for weeks and was eventually told that they didn't know where the correct cushions were and that they would need to re-order the correct cushions, which could take up to 6 weeks to be delivered. We advised them to order the correct cushions and said we would wait.

I raised a formal complaint about the lack of customer service and not being able to contact the store with DFS but never heard anything back.

We then waited for around 8 weeks without receiving any updates from customer services or the store. We then tried to contact customer services to get through to the store and every time they said the store would contact us with an update, they didn't. This happened around 4 times. So, we then had to go in to the store again. At this point they informed us that the cushions had not actually been ordered properly 8 weeks ago and that they would need to put the order through again. We were then told we would only be waiting another month.

Whilst all this was going on, we contacted the finance company Creation to make a complaint through them, as we continue to pay our finance on goods we have not received. They said they would investigate. We then received a letter in the post a few weeks after saying that DFS had replied saying that we have now received the correct goods and been offered a gesture of good will. This is just a complete lie. We informed Creation of this and they are now investigating it again.

Another 2 months passed without any updates. We then went in to the store again due to not being able to get any answers and we were told we would need to wait another 2 weeks. 2 weeks past and we heard nothing. We were then asked to wait another 2 weeks. I received a text message 2 weeks later saying 'your parts order has been placed' which is the same text I have received every time DFS have placed a new order in the past. I rang customer services who informed me that Angela from the Southampton store has re-ordered our parts because their warehouse received the new parts on 3.10.22 and they had the wrong cushion filling inside. We were not informed of this by the store and they firstly didn't ask whether they should reorder the goods and didn't offer to give us the cushions with the less expensive inside and then refund us the difference. I spoke to the manager of the Southampton store at the beginning of October and made it very clear that if we did not receive the correct cushions by the end of the month then we would not be waiting any longer and would want a full refund. He assured us he would contact us by the end of October with a delivery date and it is now the first week of November and I have received no update from him at all.

Our wishes have consistently been ignored, we have never received updates without chasing the company and we are now 10 months after ordering and still do not have what we ordered. This has caused us a significant amount of stress. It is lucky that we could squeeze the incorrect cushions into our sofa so we have at least had something to sit on in the past 5 months, however we are concerned that the new cushions won't match the sofa properly.

We will never order from this company again and are now going to Trading Standards to try and get this sorted as we are done with DFS.

I purchased a sofa from your Southampton store on and upon delivery, I was disappointed to find that the sofa was damaged on both arms.

I called DFS man line the following day to inquire about the issue and was told that someone from the store would call me back. However, I have yet to receive a call or any form of communication regarding the matter.

I was extremely disappointed with the quality of the product and the lack of customer service I received.

Joe McArthur at DFS Hedge End was brilliant, he is incredibly helpful and knowledgeable, and made the whole process of buying a new sofa set a breeze. He is a credit to the business.

Went in for opening time on a Sunday not busy so tried a couple of sofas to make final decision, asked to speak to someone as there were only 2 sales staff from what I could see, asked to wait by the sofa which I did only to be totally blanked several times by the staff who were more interested in people's christmas jumpers so walked out after an hour of wasted time. Really poor customer service and wouldn't recommend a visit.