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“Please share and copy! IT IS A LONG RANT!!!!! Where...”

Written on: 03/06/2018 by pamelaneilson (1 review written)

Please share and copy! IT IS A LONG RANT!!!!!

Where to begin ……. I am very disappointed with DFS DFS Furniture especially DFS NewCraighall Branch. The lack of communication, customer care and courtesy are appalling. I do not air my private matters in public, but I feel people need to be aware of DFS!!! I would advise to go to any other retailer if you want to be a valued customer.

I have emailed, called, filled out on line forms various times about my orders, I followed all DFS procedures and nothing has or was rectified. I was going around in circles am deeply distressed. The Edinburgh branch at New Craighall and DFS Head Office continually told me conflicting information.

We had needed a new sofa for some time, but we found it difficult to part with our previous DFS sofa as our son who passed away aged 3 in January 2016 from a rare cancer was cradled & nurtured on this sofa, He played on this sofa, he learned to walk around this sofa and he  was placed on this sofa when he was poorly and then when he gained his angel wings he lay on the sofa. A sofa in any family plays a huge part of family memories, it truly is an intricate part of family life. So, I took the decision to order a new sofa early in January when my fiancé was in hospital as he has Progressive MS & he nearly died from various complications just before Christmas, he is still very frail, but he keeps trying. I wanted a nice sofa we could both sit on and spend quality time together. His health had deteriorated a lot so after a few days I called store to change sofa due to medical reasons I was told this was fine and I had explained all this when I purchased the store in branch. I was reassured it would be acted on. I had various voicemails from the store saying it was rectified.

So, on delivery day I put our sofa outside, it was raining, and I was quite emotional, I know it sounds daft but so many memories of our son were caught up on the fabric of our sofa. However, on Friday 23 March the wrong sofa was delivered it took up all my living room. I spoke to a senior staff member from Edinburgh branch who refused to uplift the sofa, we physically could not move my fiance in his electric wheelchair and other medical equipment in my living room. I was hysterical and so upset that the person I dealt with eventually agreed to up lift half, yes, I had half a corner sofa!! I then spoke to Edinburgh branch Manager on Tuesday 27th March. I was told were the communication had broken down and what DFS policy was and they must adhere to it. I was told the order would be placed and paper work would be sent out. I would receive a copy in post, email and text. Also, would arrange for temp sofa to be delivered. Assured communication would be maintained. I was told I would have to pay a balance by one man then called back a few hours later by another person from the store and told a new price, I was given the wrong price by branch manager & it was slightly more. MORE INCORRECT INFORMATION! I think you can agree there is a pattern of bad management that is flowing from the top. I did agree at the time as I wanted this over with and the stress is no good for my fiance as he is very poorly. I heard nothing from the store or DFS confirming order or received any communications confirming order or to arrange delivery of temp sofa!

After a week, in fact 10 days I called the branch to talk to Manager, but he was busy with customers so spoke to assistant manager. assistant manager was the very abrupt chap on the phone on delivery day, I explained this in previous emails that he refused to take the order out my house when it was the wrong one delivered. To highlight I still have half a corner sofa in my living room. We have a lot of medical staff & friends and family that are in the flat for my fiance and there is nowhere for them to sit. I do a lot of charity work and conduct this from my home and nowhere for them to sit!! This is highly embarrassing. I was told to use the half sofa and it was fine, but you can understand that I do not believe a word that I am told by the Edinburgh branch.
Assistant Manager explained my order has now been placed and it was missed again he gave me the order number, I explained I had no confirmation of this in ANY form. Assistant Manager said postal mail only goes out every 3/4 days and probably in the post. I find this a terrible company policy and conflicts with everything one man told me on the 27th!! Also, does not explain why I have not received the DFS generated email or text? Today the person I dealt with arranged a pickup of wrong sofa and arranged delivery of temp sofa for next week however if I had not called DFS when were they plan on contacting me? I find it hard to believe that I as a customer has slipped through the cracks twice? I was told order would take months again! We are out of pocket by £1700 and have no order and I must pay DFS for the difference, lack of communication & support. y fiance has progressive MS and is quite poorly now and all this stress is making matters worse.

I then started to deal with Head Office as she and I felt communication had broken down completely with New Craighall Branch. She assured me the order was placed and I did not have to pay the difference. Head Office would give me weekly updates each Monday to assure me the sofa was on schedule and there were no further problems.

However, on Tuesday 29th May bearing in mind Head Office had called Tuesday morning to say everything was good, I received an email from the Edinburgh branch saying, “there had been a delay in the container and we are now expecting the new goods at end of June beginning of July”. You can imagine I was furious, hurt and felt we were being taken advantage off! We had been reasonable, never complained, never wrote negative reviews we genuinely wanted it resolved. We wanted the sofa we could get a hoist under, a sofa which would recline so I can spend precious time with my fiancé on the sofa, but this never happened, DFS never cared. I contacted Head Office on the Thursday 1st June she told me they had done everything that could be done but cannot fix it, the Edinburgh Manager, Area Manager and Scottish Manager had tried but could not resolve and that I had to understand this. I think I have been more than reasonable and understanding to the point they think I am a fool. The email was the last straw, we demanded the order is cancelled and our money returned. I was told this was not possible as order was finished but they did not know where it was, I said not my problem. Head Office called me back to say they would cancel order and allow us to keep temporary sofa for a few weeks until we had sourced another which I thought was kind but then told they would not refund the money until they had temp sofa back!! This made me angry I said collect the temp sofa tomorrow and refund my money ASAP! I am completely furious as I am now without a sofa and nowhere for medical professionals to sit or friends and family to visit my fiance, we feel from the moment we placed the order and I explained in detail to the assistant manager our circumstances and what has happened there was empathy in the store when I paid cash but lack of support after. It’s all about the sale & profit margin.

There is NO COMMUNICATION!!!!! We have been extremely patient but enough is enough!!

I need this matter investigated. This complaint must be escalated within DFS and the ombudsman.

I have so much going on in my life and I could of went for a cheaper sofa from another supplier but opted for DFS as I thought I was paying for a professional & reliable retailer. All you have done is add to our stresses, your tv advert says, "C'mon get happy, let us chase your cares away" This could not be further from the truth, a contradiction!


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