We paid £2765 for a suite from DFS in 1996. Within the
first year, we had three upholsters out to the house to carry
out repairs. The third visit resulted in the settee being taken
away for repair. When it was returned,there were large staples
sticking out, the 'repaired' arm was much larger and was completely
out of shape.
The upholstere called and offered to take it away again - I declined
and on 20.10.97, I wrote to the Managing Director (Jon Massey)
of DFS. I received a phone call from the Group Commercial Manager
advising me that the Store Manager (Mr Peat) would be in touch.
He did phone and offered to bring an upholsterer out.
I refused. We obtained an independant report from an upholstery
specialist, which listed seven defects (some of which we were
unaware). I sent a copy to DFS and eventually they offered a replacement.
Reluctantly, we agreed and we picked a completely different suite,
which cost approx. £1600.
It arrived 23.4.98 - with a loose arm! We have since had a number
of visits from DFS upholsterers, for various reasons. The fabric
on the suite is completely disintegrating. Once again we employed
our Independant Specialist, who advised us that there is a fault
in the weave of the material.A copy was sent to DFS, but the new
Store Manager informed me that it was pet damage (we must have
been housing a pride of lions!) Our armchair now consists or a
frame and white wadding!
We have given up on DFS and are in the process of buying a new
suite. We have found DFS attitude to be very unhelpful and for
the gentleman who was asking for the address of the Head Office
- don't bother - they're not interested either.
We want nothing more to do with DFS and are currently looking
for a new suite elsewhere.
DFS Complaints: Link1|Link2|Link3|Link4
update on 24 September 2002
DFS have contacted Mrs Sumner. "Oh Good" you say?
Not so fast..Mrs Sumner's email speaks for its self:
After receiving your e-mail on 5th September, we
were asked by DFS to contact them. We phoned Customer Services,
who were very helpful. We were subsequently contacted by one of
the Preston Managers, Mr G (apparently there are 2 managers Mr.
S being the other one - he was the one who claimed the 'damage'
was caused by a pet - and that was without even seeing the suite!)
"Mr. G came last Wednesday and admitted that he was horrified
at the deterioration of the suite. He had come expecting to find
a hole in the fabric (despite being told on the phone by me that
the chair now consisted of white wadding). He was most sympathetic,
but could offer no help. He said that the material had been discontinued
and there was not enough 'good' fabric on the back of the settee
to carry out the repair, and basically, he could not help us. He
did say that he would take if further back at DFS. He asked me if
Mr. S had been to look at the suite and told us that, if he had
been Manager at the time, he would have taken it further. He seemed
both genuine and courteous, we even thought we might get some kind
of satisfaction. I did inform him that we have a new suite on order
and will never buy from DFS again, for which he apologised, and
suggested that we had been unlucky.
"I phoned Mr. G today to ask him if there had been any developments,
as I was wanting to let Clik 2 know the outcome. I was completely
taken aback by his change in attitude, so much so, that
I asked him if he was the same person that I saw last week. He said
it was obvious that the 'damage' was caused by a combination of
the suite never being professionally cleaned, wear and tear, and
our dog (despite him admitting when he was here that our dog was
extremely well behaved and we obviously weren't letting her jump
all over the furniture). I put it to him that we would not have
paid for an Independant Consultants Report if we knew the 'damage'
was caused by our dog. He replied by saying that the Consultant
would not 'blame' the dog as we were paying him! He said that DFS
advise customers to have their suites professionally cleaned every
two years, which we had not done (why would we pay to have a suite
cleaned that is falling to bits!) His demeanour on the phone today
was completely opposite to that when he visited us.
"In my opinion, he has been 'primed' by Mr. S as to what to
say to us. I told him that I was sorry that DFS had contacted us
again, as they are obviously not prepared to make any effort to
make amends. We gave up the fight with them over a year ago - I
don't know what made us think they had changed. I hope people seeing
your web site will think twice before they buy furniture from DFS
- we certainly won't be recommending them!
Regards, Sheena Sumner
PS DFS should consider sending their staff on a PR course, or change
their slogan to 'the customer is never right'!! "
Not surprised about a report on DFS.
I call it Damaged Furniture Store. We ordered two prints from the
shop in Beckton and paid for them up front. They were not cheap
but were just what we were looking for. They told us they had to
ship them from somewhere else and it would be 4 weeks.
10 weeks later after numerous calls and threats to cancel the order
they "arrived." Not trusting them I opened the box in
the store only to discover that they were the store's display models
and one had a badly gouged and scratched frame. We waited 10 weeks
for something they had pulled off the walls, damage and all. We
argued with them and refused to take the damaged one, which they
kept claiming they would send to a French polisher for repair.
That was almost two years ago. I went into their store on Saturday
just to see if it was there and the damaged print is still hanging
on the wall for sale. What a crap company. I would never buy anything
from them or their susidiaries again! Jane from London...
12 January 2003
I am writing to inform you of the
numerous incidents my partner and I experienced whilst purchasing
a suite from your Croydon depot. Click
here to read details ....
James Turner .. 6 September 2003
Purchased a suite a DFS costing £2500.
It is uncomfortable, shrunk, ten shades lighter.
All the zips broke, the seams split open, I had to have more fibre
filling put in the cushions to make it more comfortable. the last
visit was August 03 from one of the Upholsters who agreed the suite
was a disgrace and promised to sort things out for me.
He took one of the cushion covers away for testing and promised
to re-fill the seating with foam instead of fibre. After 3 weeks
on not hearing from DFS I contacted them. I was told as the suite
was nearly 3 years old there wasn't anything DFS could do to help.
The facts are my complaints have been for the period of 3 years
and each time I get my intelligence insulted by staff at DFS. I
have had to date 7 upholsters and 2 managers out during 2 years
and still nothing has been done.
Joanne Hayden ... 9 September 2003
3 years ago my husband and myself
purchased a suite from DFS in Poole Dorset which cost over 1800.
In the last week one the bottom of one of the armchairs has completely
collapsed. On contacting the branch I have been advised that as
it is outside the 2year guarantee then any work required would have
to be paid for. Now considering the last suite we had lasted well
over 3 years before we replaced it with our lovely new one( I use
these words very loosely) surely I am not expecting anything out
of the ordinary to expect this suite to have lasted longer than
Mrs H Jeans ... 22 December 2003
I too am having trouble with DFS.
We ordered a Sofa and Sofabed on 17/5/03, which was deliverd on
13/08/03. When it came, it was marked, and being cream this was
not on. The delivery men also took a chunk out of my wall when they
delivered it. The delivery men suggested that they take the covers
off for me, so I could wash them!! when I declined they offered
me some baby wipes from the van, can you believe that.
I signed the delivery note as not acceptable and damaged and contacted
the store, they sent someone out. It was agreed I should get a repacement
set of covers The store manager suggested I might like the replacement
set in a different colour and that I could buy the damged ones at
a reduced price, which at the time seemed like a reasonable idea.
We chose a different colour and placed the order for the replacements
which arrived in October. When I got round to putting these on they
were too looses and and made incorrectly, there was elastic where
velcro should be and vice-versa. I contacted the store on the 20/10/03
and again they sent someone out.
Eventually it was agreed that these should be replaced and a set
was ordered, with one of the cushion covers being sent for colour
matching. Despite this when the replacement covers arrived, on 02/12/03,
they were the wrong colour, they had been ordered in the original
These have been re-ordered and i am waiting for the man as we speak
to deliver the new and hopefully correct covers, 8 months on from
my original order. i have said i want the money back i paid for
the damaged covers as a gesture of goodwill for all the inconvenience,
but they are not interested and offered me 50, not the 225 I paid.
i am contacting head office, but do not hold out much hope. i was
a returning customer too, but i will never recommend them to anyone
now. Mrs R L Pettitt ... 13 January 2004
We bought a 4 seater and a three seater leather
settee from DFS delivered mid November 2003. Within
two days we noticed that one of the two cushions on the larger settee
was settled very badly, it had a large dip where it was sat on.
We told children to sit on the other seats in case we were over
using the one cushion. But the other cushions are fine. When we
reported this to DFS an upholsterer came out and very rudely told
us we had to plump it up every day. He gave a quite elaborate demonstration
of how we should take the whole thing apart and bash the cushions
about - takes about an hour to do them all - probably good for losing
a few pounds. Doesn't work though, the offending cushion is sub
standard to the others. Well they have a fight on their hands. When
I spend 2k on a suite I expect it to look good for at least a little
longer than 2 days. Will let everyone know the outcome. And we will
not be purchasing the bed settee we want from DFS.
Margo Webb ... 15 January 2004
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