DFS Unacceptable customer service and delays...

nowhereboy

I'm interested in what I can do, (if anything) about my recent experience with DFS. 

Sofa ordered nearly 4 months ago, I'm aware they have a "estimated delivery" date which isn't accurate and prone to change. After reading other posts on here I knew better than to sell existing sofa until the proper delivery date is given. The expected delivery date was pushed back a few times, no harm done, no big deal. 

However, finally we got a phone call to say Sofa is ready to be delivered, a confirmed delivery date, along with a time slot for delivery. Along with an email confirmation saying "congratulations, your sofa is being delivered" etc. It also states confirmed delivery date on the account via DFS website. 

Delivery date comes, we receive a phone call in the morning and they inform us we've been delayed, to top if off they then state the sofa has not even been created yet, or arrived at their warehouse. When questioned on this the agent had no answers and stated the delivery date and time slot was just a generic message and they always send them out. Obviously this makes no sense, this was not an estimated delivery date, it was a booked slot and we'd been told via the phone it was finished and on its way to us.

I've heard of the estimated dates changing but never the actual delivery date. I'm unhappy about the delay but even more unhappy about being told a booked delivery slot, in writing is "just generic" and therefore meaningless. I suspect the agent just didn't have the correct information and said any old rubbish to get me off the phone. 

So that's one days holiday at work down the drain and now an unfinished living room with no sofa as I've sold the old one after getting the official delivery date. 

I just want my Sofa and preferably not in another few months time. Can anything be done to encourage them to sort this quickly? 

All communications have been meaningless so far. 

MattMattMattUK

nowhereboy said:

I'm interested in what I can do, (if anything) about my recent experience with DFS. 

Sofa ordered nearly 4 months ago, I'm aware they have a "estimated delivery" date which isn't accurate and prone to change. After reading other posts on here I knew better than to sell existing sofa until the proper delivery date is given. The expected delivery date was pushed back a few times, no harm done, no big deal. 

However, finally we got a phone call to say Sofa is ready to be delivered, a confirmed delivery date, along with a time slot for delivery. Along with an email confirmation saying "congratulations, your sofa is being delivered" etc. It also states confirmed delivery date on the account via DFS website. 

Delivery date comes, we receive a phone call in the morning and they inform us we've been delayed, to top if off they then state the sofa has not even been created yet, or arrived at their warehouse. When questioned on this the agent had no answers and stated the delivery date and time slot was just a generic message and they always send them out. Obviously this makes no sense, this was not an estimated delivery date, it was a booked slot and we'd been told via the phone it was finished and on its way to us.

I've heard of the estimated dates changing but never the actual delivery date. I'm unhappy about the delay but even more unhappy about being told a booked delivery slot, in writing is "just generic" and therefore meaningless. I suspect the agent just didn't have the correct information and said any old rubbish to get me off the phone. 

So that's one days holiday at work down the drain and now an unfinished living room with no sofa as I've sold the old one after getting the official delivery date. 

I just want my Sofa and preferably not in another few months time. Can anything be done to encourage them to sort this quickly? 

All communications have been meaningless so far. 

Not really, if it has not been made it takes time, shipping is around eight weeks on a container ship, UK delivery then takes a week or two. At most you might be able to get them to expedite the UK part but the manufacturing and sea freight will not change.

You could try and speak to their customer service department and see if they will offer you a loan sofa until yours is delivered, if they are still offering that service.