August 2025 by Rowland Budd
Great service and price
August 2025 by Chris Sweeney
Found just what we're after. Will be back in a few weeks. To order
July 2025 by Andy Coppenhall
Went looking for a new sofa tried a few and found one we liked.
Sales assistant was very pleasant he asked if we were OK and never pestered us was funny and easy to speak to...
July 2025 by Chloe Lee
I visited DFS on Tuesday to browse sofas and had a good experience with a helpful, middle-aged gentleman who showed us some demos. After going home and deciding on the sofa we wanted, we returned to the store on Wednesday, July 23rd, ready to make a purchase. Unfortunately, the service this time was extremely poor and left us completely put off.
When we arrived, no one approached us. We were left to wander around on our own until we had to actively seek help. Two female staff members sitting down seemed to argue about who would rather deal with us. Eventually, we were greeted by an older woman in a rainbow-striped T-shirt.
From the start, she was unhelpful and dismissive. She didn?t seem to know much about the products, relying on the website to answer basic questions?something we could?ve done ourselves at home. Despite us explaining that we came in-store to see and feel the sofas in person, she repeatedly pushed us to ?just look online.?
She spoke over us throughout the conversation, barely letting us finish our questions before interrupting or changing the subject. When we asked if a chair could be removed from the set, she didn?t give us a clear answer?instead, she gave us an unnecessary lecture about how she doesn?t know our living room size and that ?you can buy the parts separately,? even though we had already explained what we needed.
At one point, she even said she didn?t know how to measure her own sofa at home?not exactly confidence-inspiring from a furniture salesperson. Not once did she mention or explain any payment options, even though we were clearly serious buyers. She made no effort to guide us through the purchasing process.
In the end, we were told, ?I can?t really help anymore,? and essentially dismissed. We left the store feeling deflated, ignored, and frustrated. We came in ready to spend money on a new sofa but walked out with nothing due to how poorly we were treated.
July 2025 by Sue Vickers
Lovely shop but expensive
June 2025 by Charlotte
Appalled by the service!
Our sofa was delivered with imprints all over it so someone came to steam these out, however, he decided to use a wire brush on our velvet sofas! To which this left scratch marks over my sofa..
Another call to get this rectified!
We were then visited by Paul, who was amazing. Paul advised the previous guy should have known not to use a wire brush on this material. Paul ordered a new headrest to get this rectified!
Not only has the part taken 16 weeks to arrive, but the guy they sent to do it is the guy who wrecked my sofa in the first place so as you can imagine I was extremely unhappy about this! I did let him in to amend the damage and also fix another fault with the sofa. If my partner was home he would not of been able to enter, but as I was home alone I was too afraid to decline. He altered what he did 3 times so did not leave me with confidence that he even knew what he was doing!
I have spoken with DFS manager to express my anger of this guy coming to my home after he ruined my sofa and also my concerns of if it has been corrected correctly and my worry with the children using the recliner incase they injure themselves, I politely asked for someone to come and double check the sofa has been put back together correctly but the manager refused and said there is nothing he can do to help with this and just kept going on about it being under warranty if anything was to go wrong! But please tell me does that warranty cover for my children getting hurt in the process!
I am absolutely appalled and disgusted that not only did the engineer who came out clearly had no idea what he was doing and ruined our sofa, but then was sent back to my home after doing so!. And then for the store manager Wayne to not care about my concerns and think that a lousy sorry fixes everything! After spending over 2.5k on a sofa this is not the service you expect!
June 2025 by Benitta Mary jose
Beth at stoke
May 2025 by Mallory Furness
I do like my Freya sofa that I ordered from DFS however disappointed with the overall customer service received. Getting a sample of my sofa fabric was difficult, I was told in the shop to go online and sort then I was told online it would take 3 weeks to come, seems a long time for a small sample. The main issue was 3 weeks before delivery I called to see if I could change the feet of my sofa to wood instead of chrome, I was told by Andy this would not be possible however the feet are completely separate and are attached on the day, this 100% could have been organised. The chair also turned up with several marks on which I have had to clean and don?t expect this at all when paying full price. I was offered a clean, which I can do myself with the kit that I paid for. Not good enough overall.
May 2025 by Philippa
Shocking customer service. Terrible staff who aren't interested in helping anyone.
May 2025 by Christopher Cadwallader-Allan
Went to look for a new sofa and within 30 mins had brought one. Got one from the clearance section and delivered the next day with over £800 saving.
April 2025 by Bethan Plant
I would give them 0 stars if I could. Everyone said to avoid DFS and all the reviews are shocking but we fell in love with a sofa and took the risk. I wish we hadn't. After spending over £2,000 and waiting 6 weeks for our new sofa, it came and they were unable to install it properly as there was an issue with the feet. They made good which meant the sofa is on a slant and they promised we would hear back within 24 hours with a fix. After a couple of phonecalls and emails from the service branch which were very accusatory, we were told they will order a part we need but it will take 6 weeks. I am now left with a slanted sofa which my toddler keeps rolling off of and despite numerous phone calls to complain that it is unaceptable to leave us with this faulty sofa for 7 weeks, I am unable to speak to anyone as it is 'not the proceedure'. Avoid at all costs. Once they have your money, they really do not care!
April 2025 by Wheelz Out and about
Highly recommended.
We took the mother in law to buy a sofa and a reclining chair and as we walked in we were not pounced on like in so many sofa and bed shops,
But greeted by a lovely lady called Lindsey.
She politely said if you need any help just ask and I will come over.
So after browsing and having a nice cuppa, a deal was struck for said furniture.
Lindsey was very professional and made you feel at ease.
Very impressed DFS all round.
And as my mother in law is disabled they even had easily accessed clean toilets as well.
March 2025 by Mohammed Ali
Excellent
March 2025 by Rich Ashton
Called in yesterday late morning to discuss purchasing a new sofa. Sadly, we were completely ignored whilst in there! Walked around a few times, office full of staff who could clearly see us but were too interested in having a chat and sipping their blackcurrant juice! A lady did leave the office to speak to an elderly couple but then went straight back into the office after they?d left. Perhaps if my wife and I went in with our work attire on we?d have been taken serious? We decided to sit on the sofa we were keen on in the hope that one of them would come and speak to us. No one did! We were literally the only customers in the shop ? I?d say it?s the worst service we?ve ever received but we didn?t even get that far ? shame, as we purchased a sofa from here 5 years ago and the service was excellent.
February 2025 by Wayne Reeves
Customer service.
I have put a complaint in regarding 3 separate phone calls. I asked to speak to a manager i was refused every time I then asked to speak to a complaint department I was told that I could only raise a complaint to whom I was speaking to. Phone call 1. Put the phone down on me with a sarcastic good bye whilst laughing
Call 2. Put me on hold until the call ended
Call 3. Told me to be quiet whilst he spoke and refused me to speak to a manager and or complaint team until I felt I had no other option but to complain about them all to the person who was bullying me in to not complaining to anyone else but himself.
Appalling Customer service iv been left sat here having panic attacks and my anxiety has kicked in I'm so angry & upset. I have no idea what's happening after making my complaint and was told I wouldn't ever find out as its none of my business knowing.
PLEASE DONT USE THEM.
