DFS saga, why to avoid DFS Brentford and probably the whole DFS group.

chaupt

I am not sure if you need a reason to avoid DFS, but if you are thinking of buying from them I would read this first.


Sorry this is so long but this has been going on for months.


· In July 2012 I purchased a sofa and matching footstool from DFS, along with their insurance product for it

• In October 2012 they delivered the sofa and footstool in the wrong colour and with a number of manufacturing faults in the footstool, the sofa was also damaged during the delivery – Visit 1
• I was willing to accept the colour if it was the quickest and easiest way of getting a matching sofa and footstool
• They then sent someone on the house to inspect the footstool – Visit 2
• I then had to chase by phone and email to the head office and branch to get a confirmed replacement date and repair date for the couch
• The replacement footstool was delivered in November, it was the colour I had originally ordered but not the colour they had delivered the couch in. The delivery drivers confirmed the discrepancy – Visit 3
• Again I had to chase DFS to get acknowledgement that the sofa and footstool did not match
• DFS realised that they had taken the leather swatch away with the footstool so sent somebody around to take a sample from the couch to work out what colour they had delivered – Visit 4
• In December, after a long fight DFS delivered a footstool in a matching colour to the couch on the date they had been forced to give in writing, even then the driver delivering confirmed that until my phone call that morning to chase up he had no idea that he would need to deliver it that day. He also forgot the sliders we had paid extra for and a leather swatch in the colour of the couch that we had been promised. – Visit 5
• It was immediately apparent that the footstool was the original one repaired rather than a replacement, again I was happy to live with this but wanted proof that the insurance product I was paying for was valid, that was they could reproduce more leather in the colour they had chosen to deliver the couch in or cancel the insurance policy and refund all payments to date
• After another fight and making enquiries with the Financial Regulators they finally sent out a leather swatch.... in the colour I had originally ordered but not the colour that they had chosen to deliver
• When contacted DFS said they would need to book another home appointment to look at what colour the couch was. I pointed out that they had already taken a sample of the leather they had delivered in an earlier dedicated visit. I now told them that I was tired of working with them, that an offer of £30 (attributed variously as compensation or insurance refund depending on who I spoke to) was insufficient, given that they had failed to deliver what I had ordered and work with me to put it right they should just take it back and give a full refund and I would work with a company that could deliver what was ordered

· It has been over two weeks and I have heard nothing, despite weekly reminders to both the Brentford branch and the head office
It is hard to convey the level of frustration felt when you realise that every communication with the organisation has to start from the beginning as they appear to have no way of tracking what has happened or what they have committed to. They also appear to give no consideration for the client, or what you may require so every call or email is a fight, asking why there has been no response at all or spelling out why the response they have provided is not appropriate to the issue at hand. They are extremely reluctant to put things in writing or email and it is clear that they have little to no communication between each of the different people within the company.
It is worth remembering that DFS are only able to tell you if they will be at your property in the morning or evening the night before and do not do weekends. In effect I have given up 5 working days and still do not have satisfaction.
In short this is a company with rather serious issues who seem singularly incapable of doing anything about it.