Terrible customer service

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AzulMcCulloch173's review of DFS Reviews - www.dfs.co.uk

“Terrible customer service”

★☆☆☆☆

written by AzulMcCulloch173 on 13/07/2014

I recently bought a corner sofa and footstool from DFS. I am very happy with the sofa, albeit a member of the service team had to come out and adjust it as on delivery the three pieces were not put together properly.

However, the footstool arrived with dents and stains on one side. I therefore refused delivery. I was told that someone from DFS would call me to discuss next steps. This did not happen. At this point I had already paid for a footstool which I wasn't able to use. A few days later I called to chase and was told that the footstool had been re-covered and could be delivered to me so I scheduled a new delivery date. Upon delivery it was quite clear that the footstool had not been re-covered because the same marks and stains were visible and, worse, there was now a hole in the same place! I therefore sent it back once more and was told that I would receive a call. Again I did not and had to chase. I have been told that a new footstool will be delivered to me in a few weeks. Needless to say, am not impressed.

I have emailed DFS customer services (since I couldn't find a telephone number) and am yet to receive a response. I'm very disappointed. I wouldn't have written this review had I received a satisfactory (or indeed any!) response to my complaint but others should be warned about the level of follow-up service.

  • Quality of service

  • Layout of shop

  • Value For Money

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Dfscustomerservices's Comment

Written on: 18/07/2014

Hi

Thank you for taking the time to write us a review, I am sorry to hear that you have had problems with the footstool you have purchased off us I hope your local store have managed to resolve this for you. Should you require any further assistance please call our Head office. Unfortunately review centre are not allowing us to post our telephone number for you to contact us. (We are at present looking into this matter with Review centre to get it resolved.)

If in the meantime you could contact your local store and ask for Head Office Customer Services telephone number and give us a call we will be more than happy to help.

Many Thanks
Claire
Head Office Customer Service Team

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