DFS Cheltenham

Absolutely Disgusting customer care and overall experience. We purchased a 4 seater, 2 seater, foot stool, coffee table and lamp table on 16/08/20 which was due to arrive on week commencing 12/10/20. We received an update and arranged delivery on 13/10/20 for 18/10/20. Then recieved an email after 5 pm on friday 16/10/20 that our sofas had come in the wrong colour and all items were sent back to the supplier. I called them asap on monday to try and understand what on earth was going on....how is something made in the wrong colour??? I was informed that they couldnt give me any more info until the items had arrived back to the supplier at the end of the week. It is now the 21/10/20 and I have only just been informed that our sofa's were not made in the wrong colour but our 4 seater had been sent to Ireland ( I live in the midlands). I then arranged delivery for everything but the 4 seater which they were now remaking as this was easier than getting back from Ireland. This was delivered on the 23/10/20. And out of the 4 items delivered 2 of the items were damaged. Yet again more phone calls to try and understand what is going on. I was now dealing with the manager of the Cheltenham branch (where i bought the items from) who informed me that she would re order the damaged lamp table and order replacement parts for the foot stool. I am now buying damaged products. When questioning the service I have received from dfs I was told by Debbie that it was due to such a busy time for them... I struggled to understand how this was my problem and why I must be at loss for this? Debbie also informed me that no refund policy is in place at all with the company? And also no form of compensation policy is in place for DFS!! I am still waiting for the delivery of my 4 seater sofa which is due to be delivered on the 6/11/20 and I have still no idea when my lamp table and foot stool will be fixed or replaced. Throughout the whole time dealing with DFS out of the 7 times of being promised to be called back I have not been contacted once, I have had to sit on hold wasting my work time every single time. And for all of this I am going to receive absolutely no compensation.

Appalling customer service from the store and head office! I have a chair that is 9cm lower than advertised, apparently this is within tolerance! So I now have an £850 dog chair because it's too low for humans to use!! And the answer from head office? Oh if you don't like it get alternative advice! My advice is read the reviews carefully before you part with your hard earned money!

Ordered 2 sofas and a footstool back in July, come mid October my sofas arrived but not the footstool. Driver advised is at the depot but couldn't find it and call customer service. Four re-deliveries were arranged over the space of 3 weeks, I'd get a call the day before my footstool was lost/missing or not sent from the makers. The last "re-delivery" (on a Saturday) waited around all day, nothing arrived nor did anyone call, I had to chase it up. Again "lost". Don't bother calling customer service by the time your on hold and speak to someone you probably could've driven to the shop to sort your problem, customer service is full of empty promises and other than sending an email that's all they seem to do. The number for the Cheltenham store just goes through to customer service, and you can't seem to be put through to them directly cause they "busy". I had to go to the store multiple times to try and get someone to do something, I mean I was at the point of asking if I can go to the depot and find my foot stool myself, no one cares enough to actually do their job. And no one once took responsibility and pulled there finger out and put their A into G. In the store I was told that this was there busy period! .....sorry but does my business not count for anything! Your expected to pay your balance in full, yet not given your items cause it's "lost", so what, I'm meant to wait for the day it just magically appears on my doorstep (how many months is that going to take) easy way to make some money I guess. I got a refund for the footstool, not wasting anymore of my time.

DFS have been good over the years. My last sofa lasted 23 years and gone to be recycled. As they have been so good I would order a new one, I had found the one perfect for my newly decorated room the Alfresco corner sofa in Light Blue. Really looking forward to the delivery on 27th Jan, it arrived on time BUT IT WAS THE WRONG COLOUR Dark Grey

I am not pleased, now having to ring, email, send pictures. Just get me the sofa I ordered

The whole experience from start to finish was brilliant. The store is clean, well spaced and the staff are friendly without being pushy. We will continue to buy out furniture from here mainly because of the quality but also due to their communication after purchasing.

DO NOT BUY!!!!!! It won't let me use less than 1 star, but would be a negative score if possible.
Absolutely shocking customer service, with call centre staff who are unable to do anything to help. Extremely slow response to emails. Even had one customer service team member laugh at my situation. Below is my email to their contact us email, to which I have received generic replies, with no resolution. DO NOT BUY FROM DFS! Unless you want to wait over 4 months, and want to spend hours on the phone to customer service.
To whom it may concern,

I would like to express my utter disgust at the service we have received from DFS. I ordered the above on 23 July, over the telephone with the understanding that it would be delivered in October, around the 25th. I emailed to chase this as we had no communication regarding the delivery and the website just said that it was being handmade. I received a reply that it would be delivered end of October, start of November. When I eventually got notification that I could book delivery, I went on the website to find that the delivery address was incorrect. I called multiple times to try and rectify this, and was told that emails were being sent to get this changed by the appropriate department, however this never seemed to happen. I then got a phonecall to book delivery, and was told that the address had been changed. On the day I received a confirmation phonecall from the delivery driver, however it later transpired that they had the incorrect address, and could not deliver to the correct address as I ordered the sofa on finance. Following another long day of phonecalls I eventually had to send proof of my address to get the address changed, and got a confirmation email of this. I was contacted on Friday to book delivery again, and it was confirmed that it was going to the correct address, delivery was booked for Monday and I got a confirmation text on Sunday, after another day of waiting the sofa did not arrive. Again another evening of phonecalls to find out that the sofa did not even leave the delivery centre due to an administration error. I was told next delivery would be Thursday, and I requested this to be earlier if possible, and was informed that the delivery centre would be contacted via email to facilitate this. I have received no communication regarding this, so called today to discover that no delivery has been booked.
This is all disgusting and I have been laughed at by your customer service team, who have all said they can do nothing and that some are working from home with no option to contact anyone.
I today have reached the end of my patience, and have asked for it all to be cancelled, to be told that I have to wait again for the store to contact me, again a total joke, made worse by the text message from the finance company confirming they are taking first payment.
You have left a pregnant woman with a 1 year old child sitting on a deckchair, and this is insulting and disrespectful.
I am writing to ask for information regarding this, and want evidence of the emails that have apparently been sent internally as I have doubts that this has happened. I am also requesting compensation for the 5 1/2 hours I have spent on hold and in conversation with your customer service, as well as the 2 days that my niece has spent waiting for deliveries that haven't happened, all.of this has impacted on mine and my niece's mental health as well as my professional role as I have had to have cover to make and receive phonecalls.
I expect a response as soon as possible.

Kind regards

Mrs Natalie Smith

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We have waited 14 weeks for our sofas only to receive a call today that it is discontinued. What an appalling way to treat your customers. Kicking myself for ignoring the poor reviews. Will not make that mistake again.😡😡

I don't know how'd get such a high review score for this awful company. Perhaps they write these reviews themselves. Now, I can't even describe how upset I am and how bad the customer service they provide.
I bought the sofa and we decided that the waiting time is too long so we cancelled the order next day (email). No response so I went to the shop where I was about to collect it to make sure it is cancelled. Apparently there messaging internally but didn't even bother to respond to me. Well, ok I said as long as the cancellation is in process that's fine. I've been informed that someone from the actual shop I bought it from will call me. And she did. I confirmed I want to cancel and I've been told the refund will take up to 3 weeks. Fine. A week later I had a call from customer service to arrange the collection from the store??? I told the lady that the order is cancelled. She didn't know. Lack of communication I said. Fine. The order is now cancelled. Today, a week later (two weeks now) I had another call from the lady who wanted to arrange the sofa collection from my house?!!! The sofa I don't have! As I cancelled the order. She didn't know and suddenly all the info was in the system I got into argument with her as she said she can't give me any internal information about of what's going on. It seems everything in this "company" is a secret. This is ridiculous. It looks like DFS knows about cancellation but do play stupid with customers. Worse they think you're stupid and the will still sell you what you cancelled. Now I'll have to wait another 3 weeks for the deposit refund. So they exchange information internally but don't care about replying to a customer. Not mentioning the shop advisors are arrogant and rude. Some 17 years old girl treated us like trash. Avoid this pseudo company at any costs. Never again. If this won't be sorted in the next few days I will go to that shop and someone will loose the job.

Regards