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    • Intasun32
    • By Intasun32 9th Mar 11, 10:33 AM
    • 441Posts
    • 138Thanks
    DFS Complaint Result...
    • #1
    • 9th Mar 11, 10:33 AM
    DFS Complaint Result... 9th Mar 11 at 10:33 AM
    This is a long saga but will be of help to many DFS customers.

    I also made the mistake of purchasing a sofa and two armchairs from DFS last June. By the end of September the once plump cushions were so flat that when you sat down you could feel the frame and springs. I also found that when seated the dye would run onto my clothes.

    I e-mailed DFS, and much to my surprise after reading the many posts on various forums, I received a call within a few hours from the store I purchased the suite. I was informed that due to his workload (!!!) they could not send a service manager to inspect the suite till a week before Xmas, nearly two months.

    When the service manager arrived the nearly 6 month old suite was looking more like 6 years old. Like those who have posted he immediately offered to add more fibres as he agreed that there had not been enough in the cushions, telling me that this was not a problem he had come across before. (Really!) I asked if he had Googe DFS complaints and he quickly changed the subject. I then showed him clothes that had been stained by the dye from the suite. He told me that he would discuss the problem with his manager and get back to me after the New Year holiday, which he did.

    I was informed that DFS would add more fibre but did not see that the dye bleeding onto clothes was a problem! I was very angry and wrote a letter to head office to which I received a call from the store manager who offered to send another service manager to give a second opinion, this being a colleague of the one that visited before Xmas. I refused. The store manager told me that he was satisfied that there was no problem with the suite. I asked that the area service manager visit to give a second inspection to which I was told he was too busy! I asked for his number and this was refused but the manager said he would call him and ask to to make contact with me.

    He called a few hours later and was arrogant and rude informing me that 'the problem did not warrant his time as the store had already inspected the suite.' He told me that the store had offered to add additional fibres take it or leave it!

    I called Consumer Direct who were very helpful with information but sadly have no 'clout' to act. I called the 'Furniture Ombudsman' who arbitrate in disputes with FIRA members (the furnture store 'club'!) but the feedback I found online was not very good. I discovered that I had an ace card up my sleeve, I had purchased the suite on 18 month interest free credit so the finance company had an interest in my problem. Sadly, or so I thought, it was with Santander who had some really bad press over the past months.

    I called Santander and explained my situation, much to my surprise they were very helpful. I sent all the paperwork they require an lo and behold I received a call fron the DFS General Manager two weeks later wanting to visit and inspect the suite. The Head Office also called asking if I would wait until the visit till I continued with 'Chargeback' claim, no chance.

    The General Manager arrived with the store manager, who had told me that there was no problem with the suite, to inspect the suite and the many clothes that I had save with the dye marks. In ten minutes he agreed to either replace or refund my money. You can guess which I chose? The visit was Friday lunch time and the suite was picked up on Monday morning.

    The loan was settle within two weeks and I have received all the loan payments that I had made to Santander.

    Don't be bullied by DFS, take advice from Consumer Direct and take it as far as you can. You only have to Google to see that your problem is not a 'one off' as DFS would have you to believe.

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    Last edited by Former MSE Helen; 22-03-2011 at 9:54 PM.
Page 2
  • shishilala
    How disgusting that Britain has come to this
    Very sad to read the posts here.
    I now live in Australia, but in '87 we brought with us an Englander suite. Back in the day (1978) it cost an absolute fortune, almost 800 pounds, when you could purchase a damned good suite for half that price. The style was called 'The Caliph'.
    Guess what... I still have that same suite, granted for the past 20 odd yrs it has been treated like a precious heirloom - which it is!
    It is kept in our front room (Lounge)
    We have bought & sold several suites since being here in Australia & you know everytime somebody enters our home the suite they want to purchase is our old UK suite!
    They stop, feel the material (luxurious) then admire the stylish shape, & always say; "if you ever want to sell that one let me know"
    I'm always proud to tell them - 'we shipped that suite out from UK where they make TOP QUALITY furniture'
    To think I didn't even want to bring it with us, but there was room in the container we were shipping so on it went.
    How sad that this is what furniture buying in UK has been reduced to. Imported overpriced shoddy goods.
    Shame on you DFS! My dearest sister is bitterly disappointed with the DFS suite she has bought. Causing no end of problems, seats sinking etc etc
    She had an 'Englander' suite back in the good old days too, so knows what quality is about.
    Lift your game DFS!
  • jayjay46
    I have probs too
    Yes I am having probs too bought my suit is was delivered last May 2012 the Dynasty...should have been desperation as this does not live up to its meaning... one seat on the sofa was all lopsided to sit on and got worse as a couple of months went by the chair was sinking fast too we are two OAPs no kids jumping around on it so it is been treat with DFS sent an upholsterer he slit the bottoms of the covers underneath both items stuffed foam in one cushion of the sofa and stuffed the chair also patched the bottoms up...that night I thought I would have a lie down on my sofa only to quickly get up again I was in torture from the ridge of foam that had been stuffed into my husbands chair?...OMG he feels as though he is tipping out of it ...and now the pouffe one of the feet is split I would say it had been split and slyly glued together... shoddy goods is not the word...of course we have these silly men coming in our homes telling us there is nothing wrong its not a design fault ...whaty a load of crap spews from there mouths its shoddy goods! I have escalted my complaint to higher levels I have had contact from Santander who were very polite but as for DFS not even an appology.. oh buyers beware one of the chaps who came to my house lay on my lounge floor and said this...'the furniture is not made to last as it was once, because the younger generation like to change them' so see if any salesman with tell you this when you go to with my sofa one seat is way higher than the other two so when you sit along side of anyone you either look up or down to son and his friend both musicians at Christmas have made up a song about this suite called Dumb 'F'n Sofas my daughter videoed it it was done to cheer me up about the whole situation and to try and make light of the fact that one was sitting higher than the other I know they will upload it to youtube if I don't get any satisfaction with this. Well who can blame them. Oh and one manager said we can put it back to the way it was I'm speechless....I have asked for my money back as I have given them the chance to deliver a good suite and second I have given them the chance to repair it...I can't be violated by this comapny any more why should I trust them again when they have treat me like this.......I praise shops when they get it right but also complain if its wrong...I wish Reids furnture was still been manufactured I had a suite from them for 15 years my two children jumped slept danced on it and it never faultered so PLEASE Reids come back we need you for your expertise in producing good quality Scotish/ British made Furniture it was the creme de la creme.. this what we have now is nothing but rubbish! wish I had kept the Reids and got it upholstered...this would be my wish.
  • ajones456
    Wow, you made a lot of points there. Phew.

    Ok for the fact that seats are higher - is that not just because he has put more foam in them? Surely its a case of adding some to the other two and that will balance it out.

    No sales guy in any shop will tell you a negative because they want to sell it, that's the sales industry. Though it goes without saying (I think) that ANYTHING is not as good as it used to be. Though its a lot cheaper than it used to be.

    In regards to your money back I assume you mean give them the suite back or are you just wanting your money and keeping the suite - I hardly think that's going to happen, you never know but I don't think so.

    Whilst a youtube video may be fun I'm not entirely certain how many DFS employees search themselves on YouTube so I can't see it being a major issue.

    Your best bet is going to be to get the upholster out again let him pad the other two seats and talk to a manager about money off or a refund but at least then you can sit at level heights
  • samy49
    Well really wished that I had read this before setting foot in that store!
    I went in and purchased on July 21st last year, thankfully on credit with santander, so they will be my next port of call!
    The sofas were due w/c 24th september, called them that week and was told that the were having problems matching the leather as they dont use that leather very often. it was plain chocolate brown! So at the point of delivery it wasn't even made. I then started chasing every week, after a further month, I wrote a strong letter of complaint. I got a stammering call from the manager to apologise and that he would personally keep me up to date. He rang me at the beginning of november to day that they would be in the country the following monday (they come from Spain!) I got rid of my old sofa to a charity on the monday. Monday afternoon I got a call to say that the sofas had missed the ship!

    I told him in no uncertain terms that this was unacceptable and that I had nothing to sit on. They agreed to lend me a sofa and chair after much wrangling. The loan furniture turned up and it smelt of mould, i had to wipe the whole thing over with bacterial wipes to get rid of some of the smell.

    Finally at the end of November my sofas arrived, now 8 weeks on and I have had to ring them as one of the cushions has split and I have very little padding left in the seats. They are coming to inspect next week, if I get no joy then i shall be ringing santander and will get rid of the samn things! DO NOT BUY FROM DFS unless you like to be ripped off!

    Update: Indipendant inspector has come out wearing a DFS uniform! Arm on sofa has collapsed too, board has totally cracked. The rips in the seat and the flat cushion are apparently my fault as I am not sitting square in the seats! I didn't see that disclaimer when I brought the damn things. Santander were useless and told me that the shops can do as they please (indian call centre!) they refused to put me through to someone who may understand UK consumer law. Now waiting for DFS store manager to ring me back. Any ideas please guys....NEED HELP!!
    Last edited by samy49; 29-01-2013 at 2:25 PM. Reason: update
  • Mahlooji
    Greedy DFS
    If this post can help and deter people purchasing from DFS than I would not feel as bad as burning 3K on furniture!!!8217;s bought from this con trader.
    Due to a chronic bank pain and my husband suffering from sciatica and being a loyal customer for over 20 years, we decided to change our furniture to something more comfortable.
    We were advised by 2 Advisors at DFS Croydon and directed to their sale items and recommended that instead of the normal 3 piece suite which would have cost us just under 1k to spent over 3k and buy swivel chairs.
    From the moment these items arrived, we knew they were unstable and unsuitable, we fill in an after sale survey, received a call and complaint that this was just not suitable for us.
    We suggested we were happy to pay for them under the Finance Agreement in exchange of what we should have purchased in the first place.
    Had a home visit arranged, were verbally insulted by the DFS Fitter and asked him to promptly leave our house.
    After sending the CEO Ian Filby, [Removed] several emails which he completely ignored, I was unfortunate enough to deal with Matthew Howarth, Customer Services Manager, [Removed] who in our opinion is wasted doing that job since he has no clues in how to deal with Customers in a courteous manner.
    To cut the story short, we have has to cancel our Direct Debit with the Finance Company since DFS refuses to pick up the items since in Matthew!!!8217;s words he is not prepared to lose out and neither are we.
    He also refused to exchange the items so that we can have something much more suitable cheaper so that we would honour our agreement with the Finance company and continue paying the full price, but oh no that was unacceptable too.
    My Statutory Rights have been broken in more ways than one.
    Their Sales man intentionally misled us with this sale when we advised him of our back issues and informed us that he has had customers with back issues who were happy with their swivel chairs, because he was only interested in the sale and his commission and we trusted him having never owned swivel chairs before.
    For us these furniture!!!8217;s are a health hazard since they are unstable as you try and stand up and the back is not firm.
    Under The Trade Description Act, which was added to by the Consumer Protection from Unfair Trading Regulations in 2008, it is a criminal offence for any company to describe goods falsely which is what their sales man did, for these furniture!!!8217;s are unsuitable for people with back problems.
    I would ask customer not to waste their time and money buying anything from DFS, you will not only be ill advised, and they treat you like !!!! after the sale and have no respect for you.
    I have involved the Furniture Ombudsman and hopefully the matter will go to Court for we are having none of this, we have been loyal to DFS for over 20 years which means absolutely nothing to them.
    In return, they have no only lost us as a customer, I have stopped family and friends purchasing from them and to my calculation we are talking about thousands.
    It!!!8217;s about time these greedy dodgy traders understand that the Customer is always right contrary to what they believe.
    Last edited by MSE ForumTeam2; 25-11-2014 at 10:06 PM.
    • oldoakey
    • By oldoakey 26th Nov 14, 3:06 PM
    • 146 Posts
    • 53 Thanks
    come back we need you for your expertise in producing good quality Scotish/ British made Furniture it was the creme de la creme.. this what we have now is nothing but rubbish! wish I had kept the Reids and got it upholstered...this would be my wish.
    Originally posted by jayjay46
    We are here selling good quality British manufactured leather and fabric suites, we have been here all along, who are we?

    Quality Independent furniture retailers check them out in your local area before you go into the likes of DFS and get ripped off as many of you do just for the sake of interest free credit.
    • ThumbRemote
    • By ThumbRemote 26th Nov 14, 3:47 PM
    • 3,884 Posts
    • 4,942 Thanks
    We are here selling good quality British manufactured leather and fabric suites, we have been here all along, who are we?

    Quality Independent furniture retailers check them out in your local area before you go into the likes of DFS and get ripped off as many of you do just for the sake of interest free credit.
    Originally posted by oldoakey
    Just because DFS have poor customer service does not mean that any other furniture retailer will be any better.
    • oldoakey
    • By oldoakey 27th Nov 14, 5:22 PM
    • 146 Posts
    • 53 Thanks
    Just because DFS have poor customer service does not mean that any other furniture retailer will be any better.
    Originally posted by ThumbRemote
    Ridiculous answer
    • bukko
    • By bukko 27th Nov 14, 6:27 PM
    • 138 Posts
    • 34 Thanks
    Ridiculous answer
    Originally posted by oldoakey
    That happens a lot on here I'm afraid!
    You'll probably see a few people say that it helped them as well.
    Still, if it makes them feel important...
    • Brenda123
    • By Brenda123 21st Aug 16, 9:43 AM
    • 7 Posts
    • 2 Thanks
    I bought a three piece suite from dfs on line, with gliders that cost me 45 all on 4 years 0% finance Barclays are the finance people, they have already paid DFS the full amount and I am now paying them monthly, I decided to send the two armchairs back and was told that I could exchange them for a winged one, if I go to one of their stores and find one that I liked which I did and spoke to the service manager in web sales and sorted this out it was delivered on the 31/05/16 for the sum of 579 then I noticed a stain on the back cushion only noticed it a few days later, and also the cushion that i sat on started getting very badly marked it is not very comfortable either, I sent them an e-mail stating this, I had two services managers come out on two separate occasions telling me that it was the fabric which I didn't agree with, it was then i decided to e-mail Ian Filby the CEO of DFS at head office I got a call from someone the next day saying that they were going to send out a shop manager and what he says would be the final decision and he is also from the same showroom as the two service managers that came out to me, the saga continues he is due to come out on Monday the 22/08/16.
    I just wish i had read these posts before i decided to purchase these from DFS.
    Will let you know what happens.
    • slogan15
    • By slogan15 16th Oct 16, 1:46 PM
    • 1 Posts
    • 0 Thanks
    I have had exactly the same problem with our corner suite. They are saying there is no fault with the sofa but clearly is. It looks 10 years rather than 10 months and I have been complaining since it was only 2 or 3 months old.
    I will be contacting finance company as soon as possible

    Thanks for this
    • Jules60
    • By Jules60 16th Oct 16, 1:57 PM
    • 2 Posts
    • 1 Thanks
    Hi there ... not just DFS ... I don't know if you can help me. My 79 year old mother ordered two cream leather sofas online on April 9th from the above company payment on debit card, with delivery promised within 10 weeks if not sooner. Sofas not delivered, no communication from the company so I telephoned and they said they would look into it. No call back phoned a week later sent email on 8th June, again on 20 July ... told there was a holdup then finally told that the order couldn't be found as hadn't been processed for some reason. (Said the sofas I had ordered weren't available - long delays) offered alternative after saying wanted to cancel order 8th August but said no to alternative as had discounted this initially and again stated to cancel order and refund my mothers account (email 8th and 9th August and 22nd august). Have tried telephoning again and today but no response - today held on for cost services for 5, 8 and 30 minutes until line went dead. Email again sent today asking them to phone me urgently and to sort out refund. No response.
    Any suggestions/advice would be greatly appreciated as my mother is greatly worried.
    • Jules60
    • By Jules60 16th Oct 16, 2:01 PM
    • 2 Posts
    • 1 Thanks
    Sorry I was trying to post this as a new thread ... but didn't quite work !! My mother purchased from leather sofa world.
    • unholyangel
    • By unholyangel 16th Oct 16, 3:33 PM
    • 12,289 Posts
    • 9,627 Thanks
    Sorry I was trying to post this as a new thread ... but didn't quite work !! My mother purchased from leather sofa world.
    Originally posted by Jules60
    Get your mum to contact her bank and enquire about a chargeback. There is a time limit on this of 120 days - when the time limit starts depends on the circumstances but she should still be able to do so.

    If the bank reject the claim she can then appeal to the financial ombudsman at no cost to herself and/or send a letter before action to the retailer asking for the return of her money within 14 days or she will begin legal proceedings against them at which point she will also be claiming any reasonable losses incurred.
    Money doesn't solve creates it.
    • holly08
    • By holly08 17th Feb 17, 5:14 PM
    • 1 Posts
    • 0 Thanks
    I'm going through problems with DFS store manager arranged to come out yesterday he never turned up I contacted my local store only to be told he's on annual leave. I called customer service who said they would call me back never happened. I have now emailed the CEO of DFS and less than 2 hours later head of customer service called me back and the store manager 10 mins later to make another appointment. Everyone should stay away from this company they think if the ignore you you will just go away
    • AdOPan
    • By AdOPan 25th Jan 18, 11:15 PM
    • 1 Posts
    • 0 Thanks
    I worked for DFS and was targeted to up-sell thirteen different add on's to every Sofa order. Leather upgrade, foot stools, care kits, eazy glides, five year care plans and no way was I supposed to give four years interest free no deposit. I was measured on these options and had daily humiliating target assessments if I failed to get them.
    It's an awful place driven by pure greed and !!!!!! the customer. If you want a new Sofa my advice is simple, go in to store, say you are just browsing, find one you like then order online at home. You will still get a phone call trying to up-sell but just ignore it.
    The place is a nightmare to work at, and the same when you try and buy in store.
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