Praise (but not total praise) for DFS

sirmarcus

I bought a new leather 3-piece suite from DFS in 2008, which included 5-year leather care cover.

3-piece suite developed a stain during 2010, which I couldn't get rid of. I phoned DFS and a service engineer came to fix it by applying a dye, sealant, etc. to the stain. Unfortunately the stain re-appeared after a few weeks. Phoned DFS again and the service engineer returned and dyed the stain again.

The above happened 3 more times. I didn't pay anything for the stain fixes or for the service engineer visits.

I then requested DFS, via the service engineer, for a new seat cover as I wanted a permanent fix for the stain.

After a lot of debate, I got DFS to agree to supply and fit the replacement seat cover for free.

When the service engineer visited me to fit the seat cover, he was horrified to see after opening the package that the local store had ordered the wrong seat cover. He was very apologetic and courteous.

I then escalated and complained via email to the DFS CEO and OPS Director that I wanted monetary compensation as a result of DFS's incompetence.

Got a phone call the next morning from the DFS executive team to apologise to me and also to offer me a brand new replacement leather 3-piece suite at no cost to me. It took me less than 3 seconds to say yes and thanks !

Good news is that the new 3-piece suite was delivered to me today and looks superb. I also managed to get them to agree to a new 5-year leather care cover policy for me at no extra cost.

During all of the above, I was polite, courteous and never lost my temper with anyone at DFS. My advise is for everyone to do likewise when complaining or escalating to any company. Do not give into temptation by losing your cool as the company will then lose any compassion or willingness to help you. Please also escalate and complain to the CEO as soon as you can as the exec team have more empowerment to make things happen. This approach has worked for me on many occasions.

I know DFS do have a poor reputation for customer service and, for me, it did take several months to get the new replacement 3-piece delivered. However, I did manage to get a satisfactory outcome in the end and I am very pleased.

Now sitting on my new recliner, drinking a glass of wine in celebration and reading my newspaper.

Cheers DFS:beer::j:j.

MrsGiggles_2

I think a thank you goes a long way too. We thanked DFS for sorting out the various issues we had with our sofa and we received a courtesy email back thanking us for the kind words…

Hello and thank you very much for your email regarding the service you have
received from at your local DFS store.

DFS has grown over nearly 40 years and our progress, in no small part, has
been due to our commitment to customer service. We are naturally keen to
maintain these standards and it is reassuring to note that the principles
that have been the foundation stones of our business are being applied at
your store. We are certain that your kind words will do much to encourage
the staff there.

We really appreciate you taking the trouble to write to us and thank you
once again.

Kind regards
Customer Service Department – DFS

I think dealing directly with their head office is best. They deal with complaints very quickly and although they are not perfect, they do seem to want to put things right for their customers.

The advice to keep calm is very good. :beer: Well done on your great outcome.

sirmarcus

MrsGiggles wrote: »

I think a thank you goes a long way too. We thanked DFS for sorting out the various issues we had with our sofa and we received a courtesy email back thanking us for the kind words.

Yep I will be sending a thank-you email to DFS as well.

I will also be sending an email to BBC watchdog to give them an update as I did advise them of my situation after their programme last year with regards DFS mis-selling of stain cover insurance policies. I'm sure that Watchdog will be doing a follow-up when it returns later this year.

judyb

Make sure you protect your new suite to prevent the same from happening again - this is easy to do and will help to keep your leather in good condition along with regular cleaning. We find that very little good care advice is given at the POS and this can lead to major problems down the line.

Cheers
Judyb

sirmarcus

judyb wrote: »

Make sure you protect your new suite to prevent the same from happening again - this is easy to do and will help to keep your leather in good condition along with regular cleaning. We find that very little good care advice is given at the POS and this can lead to major problems down the line.

Cheers
Judyb

Thanks Judyb. The service engineer, when he visited me the last time, gave me some excellent advice and I have also done some google searches so, fingers-crossed, it won't happen again. Even if it does, I have got cover with DFS and they have created a precedent with me.

MrsGiggles_2

sirmarcus wrote: »

I will also be sending an email to BBC watchdog to give them an update as I did advise them of my situation after their programme last year with regards DFS mis-selling of stain cover insurance policies. I'm sure that Watchdog will be doing a follow-up when it returns later this year.

I think DFS need to be back on Watchdog, there are three problem areas I can think of which they really need to work on.

Quality control
Customer service
Miss-selling of insurance

Although they are sorting out some of the issues for some customers, more needs to be done to prevent these occurrences.

I think they could do more to improve the companies name, do more to improve customer satisfaction, do more to make sure all their furniture meets a high standard and doesn't get sent out unchecked. Then they might find in doing all those things, sales go up.

sirmarcus

MrsGiggles wrote: »

I think DFS need to be back on Watchdog, there are three problem areas I can think of which they really need to work on.

Quality control
Customer service
Miss-selling of insurance

Although they are sorting out some of the issues for some customers, more needs to be done to prevent these occurrences.

I think they could do more to improve the companies name, do more to improve customer satisfaction, do more to make sure all their furniture meets a high standard and doesn't get sent out unchecked. Then they might find in doing all those things, sales go up.

Totally agree.