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“Poor quality sofas, even poorer customer service and...”

written by 310Hart on 09/01/2016

My experience of DFS began badly, when ordering the Freya four seated chaise and two sweater sofas in leather (costing approx. £2500) the sales advisor at the Nottingham store ordered the wrong chaise. After querying this in the shop a number of times he assured me that it was correct. After returning home and checking the website he had in fact ordered the wrong one.

Within a week of receiving the sofas parts of the colour on the leather began to wear away. A service manager from the Darley Dale store came out to repair the wore areas.

Within another week the cushions have begun to wear again, this time the Darley dale store ordered new cushion covers. However, within approximately another week the same wear was starting to appear on the replaced cushions and on the actual sofa itself.

The service manager came out to assess and suggested a replacement would be needed. After waiting a week and not having heard from DFS, I contacted them to find out what was happening. I was asked to send in photos of the damage along with this I also sent a formal complaint in writing which wasn't acknowledged!

After waiting a further 19 days I received a very short email stating a replacement had been ordered but no explanation of what had been ordered, how long it would take and no reassurance that the quality of the sofa would be any better the original sofa or replacement covers.

As it stands I am still, after purchasing the sofas in August 2015 awaiting a resolution. I wouldn't recommend that anyone purchases goods from DFS. Whilst I appreciate mistakes/ faults happen the true measure of a company is how they resolve those problems or not!