August 2025 by Janet No.2
The recliners are so good it cured my back pain
August 2025 by Roni Sidhu
Good selection of sofas and we had good customer service
August 2025 by shaima marzaki
The team at Brentford DFS have truly gone above and beyond for me! A huge thank you to the store manager, Yohan, for transforming what started as a stressful experience into an absolutely amazing one. Sweeda, Mehdi, and Layla were also incredible making sure my sofa was delivered safely. I?m so grateful for their outstanding service! The way they handled my case was nothing short of excellent! I hope their efforts are recognised & rewarded. Thank you so much guys
July 2025 by abid safi
Very disappointed with the customer service on the phone and the store I have been told your mattress will be deliver in the one week but the delivery come after 18 days which make me very sad never recommend DFS to any one special Brentford one.
June 2025 by Nathan Blanc
ordered a sofa with a sofa care-kit. care kit was not delivered. opened multiple complaints, emails, calls, etc. nothing. it's been months. that care-kit is not coming.
May 2025 by Joe Duley
Great service from the showroom staff at the Brentford location. The delivery team of Andy and Paul were very prompt, professional, polite, and respectful of our home. Highly recommend DFS.
May 2025 by Marcia Thomas
A friend and I happened upon the Brentford store. We're both in the market for new sofas and (with a combined income of over £120k) was pleasantly surprised by the range of sofas on offer.
However not one sales person attended to us. We train and develop sales professionals in our business and if this had happened at one of our stores, heads would roll!
SCS/Furniture Village, here we come...
April 2025 by Jack Sedman
Ridiculous company. Did a stock check online - model in stock. Called their phone line - model in stock. Turned up (made a special trip) - not in stock. Time wasters!
March 2025 by Ermina Mujkic
I purchased a sofa from DFS in November 2024, which was delivered in the second week of February 2025. To my utter disappointment, the sofa arrived defective, as shown in the attached photos. After reaching out to DFS immediately to report the issue, I was told that the cushions simply needed to be plumped twice a day and that nothing could be done about it. This response is not only unprofessional but completely unacceptable, especially considering I paid £1800 for this product.
DFS?s customer service has been nothing short of disgraceful. Despite being within the 90-day return window and covered by the company?s 15-year guarantee for manufacturing defects, DFS has refused to take responsibility and resolve the issue. My emails have gone unanswered, and phone calls have been ignored. Instead, I?ve been left with vague voicemail messages that do nothing but fob me off.
It?s clear that DFS is more than happy to take my money but is unwilling to stand behind its products or provide any meaningful after-sale support. This has been the worst customer service experience I?ve ever had, and I am incredibly frustrated by the complete lack of accountability.
If you value your money and expect a company to honor its guarantees and provide decent customer service, I strongly advise you to avoid DFS. They have completely failed to meet any expectations, and I will be pursuing this issue further through the appropriate channels.
I will never purchase from DFS again.
December 2024 by BeatzEmpire 101
Absolutely disgraceful customer service, by the General Store Manager (supposedly on paper but definately not in person) at Brentford Branch DFS his name was Yohan. A formal complaint had been made and will be chased up
October 2024 by D C
Terrible company and zero customer service.
Excessive delays to delivery. Then delivered incorrect cushions and a damaged sofa (metal plate literally sticking out of the back of sofa, sharp and dangerous, loose material, badly sown seat cushion material, the hardware was broken and missing to connect the L shape). Further delays on delivering the correct cushions.
Impossible to contact the shop, I had to show up in person multiple times just to follow up on all the issues. No one calls you back.
Quality of seated cushion inners is very poor and structure of sofa is weak.
After over a year of back and forth, no goodwill provided in response to the issues above.
I would never recommend DFS.
October 2024 by Med Mahmoud
If I could rate your company lower than one star, I would. My experience with DFS has been the worst example of customer service I?ve ever encountered. I?m compelled to share my frustration in the hope that no one else has to go through the ordeal my family and I faced.
Before placing an order, my wife and I went to great lengths to ensure the sofas we selected would fit through our first-floor entry, taking measurements and providing photos and videos of our staircase with awkward turns. The store?s salespeople assured us the sofa we chose would fit, especially since the arms would be removed during delivery. Based on this, we waited over four months without furniture in our new home in London, only for the sofas to arrive and not fit.
Not only did the delivery fail, but the delivery team damaged our walls while attempting to get the sofa up the stairs. They canceled the delivery and recommended bringing the sofa through the living room window instead, suggesting we remove the windows. The next day, customer service confirmed this would be a valid option, and I spent hours calling back and forth, confirming that if I removed my windows, they would deliver the sofa without issue.
To prepare for the second delivery, I hired a handyman to remove and reinstall the windows the same day. On the delivery day, I confirmed multiple times with customer service that the notes reflected the plan to deliver through the window. Yet, after removing my windows and waiting for hours, the delivery team informed me that they wouldn?t make it that day. I was left with an exposed window, at significant risk to my family?s safety, particularly my child, who could have fallen from the first-floor opening. Despite my multiple calls to customer service, each time explaining the situation from scratch, I received no coherent support or guidance.
Eventually, they agreed to send the delivery team after 7 p.m. When they arrived, they had no idea the windows had been removed, claiming they were told it was a ground-floor delivery. They refused to complete the delivery, saying they could lose their jobs for attempting it, leaving me without furniture and with the hefty £350 bill for the window removal and reinstallation. I spent hours waiting until 11 p.m. to have the windows reinstalled, with no sofas delivered.
This experience has been beyond infuriating. I returned to the store to demand a refund for the window removal costs, only to be offered a meager £109 as "goodwill," along with a suggestion to pick a different sofa. Despite the 7-day delivery promise displayed in the store, we waited an additional 8 weeks for the replacement sofa, which added even more stress to an already unbearable situation. To make matters worse, the delivery was handled by a third-party service, WS Transportation, whose communication was just as terrible, and whose staff were rude when asked about the delays.
After months of waiting, stress, and frustration, we finally have our sofas, but the joy is completely gone. The constant miscommunication, the stress of being without furniture for months, and the financial burden of having to remove and reinstall windows have left my family and me completely drained. I cannot believe a company like DFS has been in business for 50 years, given how poorly they treat their customers.
To anyone considering purchasing from DFS, I urge you to reconsider. If you want to avoid unnecessary stress, delays, and a complete lack of accountability, stay far away from this company. This entire experience has been beyond disappointing, and I wouldn?t wish it on anyone.
April 2024 by Bhavin Dawda
Good staff
April 2024 by M A JAWAID
No solutions for buying extra insurance last 2 years never fixed my £1900 sofas lame excuses
April 2024 by elias kurian
Wasted about 20 minutes, waiting for a sales executive and walked out of the store. We rather order online. They have some decent items on display although most of them are a bit pricey for the quality
We came here about a week back and got a pretty warm response from Steve (despite the fact that a lady staff was sleeping on one of the sofas). Came back today to book a piece which we had liked. Unfortunately Steve was not around. DFS member asked us to wait for a minute while he was closing the sales, which was fine. Customer left in about 10 minutes and the sales people were happily chatting with each other, oblivious of the fact that we were waiting for them. Went to their cabin after about 20 minutes later, returned the measuring tape. We rather order online from dfs site or from other retailers if this is the kind of expected service from the store.
