August 2025 by mehrshad ehsani
Shocking customer service and failure to uphold basic consumer rights.
I purchased a £2,000 sofa from DFS, and it arrived with multiple visible stains. The issue was reported on the day of delivery, with both photographic evidence from myself and confirmation from the delivery driver. Despite this, DFS has refused to take responsibility or process a straightforward refund.
Instead of resolving the matter promptly, I have been met with delays, excuses, and unhelpful management. I was even told that I may have to wait up to six weeks to see if the stains ?self-resolve,? which is completely unacceptable. Under the Consumer Rights Act 2015, I am entitled to reject faulty goods within 30 days, yet DFS has made this process unnecessarily stressful and time-consuming.
This has left me without proper furniture in my new home and caused significant frustration. The lack of accountability, empathy, and professionalism from DFS has been appalling.
I strongly advise anyone considering DFS to think twice ? once they have your money, customer care and consumer rights seem to mean nothing.
March 2025 by Abed Khalaf
Poor customer service! They wasted 3 weeks of our time and cancelled my order!! Had to order online at the end. Will never visit Reading store again.
February 2025 by harsha vardhan
I am writing to share some feedback regarding my recent experiences with products and delivery services from DFS. Unfortunately, my experiences over the past two months have been far from satisfactory.
First and foremost, the quality of the products has been quite disappointing. Additionally, the delivery service has consistently been extremely poor. On multiple occasions, items delivered to my home have arrived broken, leading to a great deal of frustration. Each time I have had to deal with these issues, I have been met with the same response from your team, stating that customer care will reach out within 72 hours.
Regrettably, this level of service does not meet the standards I expect from a company like DFS. It appears there is a need for significant improvements in both product quality and customer service. I sincerely hope that my feedback will be taken into consideration and that necessary steps will be taken to enhance the overall customer experience.
February 2025 by Ather Javed
Large collection and good customer service
February 2025 by stu24pot
It was a busy day for a Sunday and not many sales reps available and when they did approach, it was brief because they had appointments so we never really got the chance to discuss as it was rushed hence why we ended up buying from Furniture Village next door.
February 2025 by phil spencer
Came here to look at Sofa' s the staff are friendly and not to pushy but helpful.
February 2025 by N A
Ada sales assistant was really helpful. Helped me pick out the perfect 4 seater sofa. Listened to my needs and didn't rush at all.
February 2025 by Zlatomira Chomakova
Our couch was delivered with dirty spots, so we had it sent back only for it to be redelivered with new dirty spots. Customer service has been extremely unhelpful on every single occasion, and there seems to be a complete lack of communication between their teams. We've had to wait over 72 hours for a call back and the issue is still not resolved. Extremely frustrating experience, and I wouldn?t recommend based on their handling of this situation.
February 2025 by Ron Goodberry
Sales misrepresentation giving false information to get the sale customer service not much better fobbing me off with excuses
January 2025 by Alejandra Quinn
Great experience recently, I'm kicking myself for not remembering. I feel that his name was John who helped us and saw us through buying our first brand new sofa! So we had so many questions, he patiently and kindly explained everything to us, and recaped everything thoroughly. Really appreciate his help in the store. Feeling excited and hoping it all goes well, when our sofa gets delivered! ?
December 2024 by Linda Modica
Friendly and polite staff. Very happy with the service
December 2024 by R C
Terrible service and poor quality of the material used. I bought sofas 6 months ago and within 3 months the sofas had broken down. They offered to repair and we are having to wait for more than 6 months. Terrible value for money.
November 2024 by Reham Eskander
Dfs failed to manage delivery my order in full since May While paid in full upfront. Every time I am contacting customer service they mention that I shall get a response within 72 hours and that is not happening. They also give funny responses like they delivered the order partially as the supplier might not have it in full. I think one should make purchase only when seeing the items in full in stock at Dfs. I asked to file a complaint and get a reference number to escalate and the customer service agent (called Cebo M) mentioned they don't have that in place. It appeared like Dfs is a show room for suppliers not a designer / manufacturer as they claim. what a disappointment and waste of time and money!
September 2024 by Aaliyah Olrod
Visited DFS Reading today and can?t recommend Aga enough! She was very patient with us and helped us find a sofa suitable for the whole family. Wouldn?t go anywhere else.
September 2024 by Katie Annwen Searle
We popped in to DFS just to browse some options, not planning on buying, but ended up leaving and ordering our dream sofa & chair!! A huge thank you to Jonathan for being so helpful, answering all my questions, and making sure we chose the right version sofa for our home.
