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“Avoid DFS like the plague!! Do not purchase from them!!!”

Written on: 22/04/2018 by steffyt (1 review written)

Terrible experience with DFS that still hasn't been resolved 2 months later. I ordered a sofa bed, armchair and footstool and a king size bed frame with a mattress. I had problems with both the sofa bed and the bed frame. The sofa bed had stained cushions covered in watermarks. Turns out there was a leak on the delivery van and many items of furniture got wet, still after their 4 point inspection they still delivered me filthy goods. Ive had a sofa bed here for over 2 months that I've not been able to use because it hasn't got the cushions and DFS have still after 2 months failed to replace them for me. My bed frame arrived and was put together so shoddily that i could move the frame back and fourth with one finger (the bed should be solid). Service manager came out twice, on the second visit he was shocked at how this item was put together. Vital parts hadn't even been tightened, the bed could have collapsed and the safety of it was completely compromised. The service manager tried his best and had to use his OWN parts to repair a brand new bed. Needless to say it doesn't feel brand new, especially because parts were added that are not manufacturer parts. I had the displeasure of dealing with one of the rudest, arrogant, unprofessional and ignorant store managers I've ever had to deal with in my life from the Morden branch that after 5 weeks of dealing with me still didn't have a clue regarding my issues (i had sent photographic evidence to him 5 weeks earlier and called the store every week). This ultimately resulting in me insisting on dealing with an area manager from head office, only to be contacted by the same rude manager and told "area managers don't deal with customers and they are not going to do anything that i can do better" (this is after 5 weeks of having to deal with his terrible team and STILL not getting anything resolved). But he had a point because i was contacted by an area manager who sounded very sympathetic and said he would get the issue resolved. This was over 3 weeks ago and i haven't heard from him or anyone else since. I am now going to have to get some legal advice. DFS have caused me a great deal of distress and they don't care. They do not have a dedicated team to del with customer complaints, you will always be passed from pillar to post. The only genuine help and concern I received was from a weekend member of staff at the Morden branch who is an asset to this shoddy company. Avoid DFS like the plague, after years of loyal custom they have treated me like rubbish and goodness knows when my issues with be resolves. All that excitement of buying new furniture has gone out the window and I'm just filled with regret.

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