FTAO The Manager/Manageress DFS Store White City Manchester M16 0SN
Dear Sir/Madam,
My wife and I recently visited the Sofa Sale at your premises in Manchester. I must admit I would have rather watched the football match, but my wife had been complaining since Christmas about wanting a new sofa. So, to calm the troubled waters and gain some brownie points, I agreed we should attend your sale. I mentioned this to the nice lady and gentleman, who sat us both down to discuss our requirements. They also asked if we would like a tea or coffee and not to be worried about the T.V. cameras, as they were shooting a commercial.
Once we were comfortable and relaxed, we discussed the fact that I fancied a leather sofa but my wife really wanted fabric. Also we required the four years interest free credit and not to pay anything for the first year. They told us this would be no problem, sorted out the finance for us and, on the whole, were very helpful indeed. When everything was signed and sealed they told us to relax a while and they would tie up the loose ends. As my wife and I sat talking, telling ourselves what a great deal we had done, imagine our horror as the gentleman, who had been so affable earlier, stood with his back to us, facing a T.V. camera and saying,
“He wanted to watch the football, but she wanted a sofa.”
Then the lady, who had been serving us, said,
“He wanted leather, but she really wanted fabric.”
I mean I ask you, is it right to discuss our personal details in public? Next the lady was saying,
“She didn’t want to pay for the first year, not a problem.”
My wife was crimson now. Then the gentleman strode up again,
“They wanted four yea…”
Well I’m sorry, that is when I rugby tackled him and all hell broke loose. I explained to the police and they let me go at midnight with a verbal warning. I am a laughing stock at my local and my wife is still not speaking to me. Small mercies. Anyway, the sofa is fantastic and is very comfortable to sleep on, so thank you for not pressing charges.
Yours Sincerely
Donald Ferdinand Smith.
{ 20 comments… read them below or add one }
With all the complaints about DFS and CSL, I would just like to make everyone aware of a fantastic place that give you exactly what you pay for, they will make bespoke and traditional upholstery aswell as reupholster your existing suite.
They are Waterside Upholstery at Lamberts Mill in Rawtenstall BB4 7NX.
They are exeptional and within the Rossendale Valley they have a fantastic reputation and you will not have a complaint as their upholstery is wonderful and very well made by themselves, they also carry the ROM designer range which again is beautiful furniture.
You have seen the complaints about the big boys so pop along to Waterside and like us you will be really pleased with your new furniture.
Thankyou Waterside for giving us just what we chose in our own selected fabrics.
DFS
I bought a 3 seater and a 2 seater leather sofa from this company, and i wish a hadent, when i went to the dfs store in Paisley, i seen the sofa i wanted in the showroom, it looked sooo nice and i instantly fell in love with it, it was even really comforable to sit on, well anyway, the sales guy came over and showed me the sample colours etc, i choose the vanilla, which was nice, he then told me if i ordered it i would have to wait 13 weeks, i was like what?, but i liked the sofa so much i went ahead, well after a long wait i finally got my sofa delevered to me, i was so happy with it, well for 3 weeks anyway until i started to notice the sofa started to sag down and look out of shape and it felt uncomforable to sit on, i was really angry!, so i called DFS and told them about this, and i wanted someone to come out and have a look, she then told me that they wouldnt normaly do that, but she will do it (this time) as a good will guesture, so she sent the upholsterer out , and he told me there wasent enough padding in it, so he opened up my sofa and put some weird looking stuff it in, i thought it looked ok apart from 1 side of my sofa looking higher than the other side! daftly enough i accepted it, he also told me he had the same complaints with people that had the same sofa! and also most of there stuff comes from china! that explains the long wait getting it delivered huh?! and he left, now a couple on months later…. both my sofas look 10 years old and both are sagging on differant areas, i will NEVER purchase a sofa from DFS ever again, you have been warned!
Any chance of you remembering the name of the suite you brought as I am having the same problems
DFS aspire to achieve the reputation that Estate Agents and Second hand car dealer have , basically dishonest and arrogantly think themselves above the law. Dis you see the mystery shopper program on TV dealing with DFS and others like them . Too their credit CSL initially took a beating but eventually got their act together DFS are a non starter and will suffer whilst CSL profit from their change of attitude , well done CSL . We bought a suite from DFS within a year it had collapsed and the armchairs were close behind , to be fair they came out and apparently repaired them. 12 months on we are still paying for them and they are fit for the dump ,they give you back ache sitting on them. DFS came to inspect and agreed that the upholstery had completely disappeared / compacted. They offered to repair it for free as it was out of guarantee. However they did not mean free they actually want to charge 40% of the sofas original price to replace upholstery on 3 cushions . I had an expert break down all the other costs associated with the sofa including DFS profit / manufactures profit and the actual cost of the upholstery that needs replacing would be around £30 using the same inferior material that they were made with and yet as a goodwill gesture DFS want to charge £315 and they tell me that they will provide their labour cost for free ! They are absolute scoundrels and yet the broadcasting standards still allow them to pollute the airwaves with their advertising. DFS never get any repeat business only the mugs that get lured in by the advertising. And as for the guarantee ignore it , it has no legal standing it is an advertising gimmick at the end of the day it does not replace your legal rights DFS would prefer that you think the guarantee as the law it is not. You have rights , exercise them if you have a problem. They will not change and I guarantee that they will not still be around in 5 years time or less , so any guarantee on the furniture will be worthless anyway. Give CSL a try its refreshing to see a bad furniture store realize the error of their ways , swallow their pride and become one of the good guys in the furniture business , as there are so little credibility amongst all the other major players.
Bought 2 leather two seaters from dfs boxing day delivered 4 weeks later 1 of the sofas was new other 1 was like a dog had slept on it. i complained they sent someone to look at it. the so called expert said all the marks and cuts where from the cow rubbing against barbed wire fench and the hole in the back from where a fly had bitten the cow. What a bloody joke this company is.
I just recently bought a sofa from DFS-what a mistake, I too will never ever trust this company again. The sofa turned up with a huge mark on the cushion, splitting leather on another and a hole! The customer service has been appalling and yes they also sent a Service engineer out (a qualified upholster!) They will not give me a refund!
Yes we heard the one about the cow and the barbed wire too. We suggested that part of the animal should therefore not be used on a £2000 sofa!!! This company are beyond rude, dismissive and dishonest. The buck gets passed from one person to another until you are left with complaining to the head of a company who actually does not give a damn about the customer. But complain we all must, because this company need to come under the spotlight over and over until they change their ways. Write to watchdog after putting your complaint in writing to DFS.
Disgusted DFS customer.
We took delivery of a sofa which has virtually no stuffing in it, when you lie back it feels hard. Also some of the stitching was open and we were not allowed to check the sofa for any possible defects before we paid the remaining balance. We let the service man fix the stitching but the stuffing is another problem which needs fixing and we are not sure where this will end. so disappointed, we wish we went elsewhere to buy a sofa. A lot of money watsed and so much stress, it really is taking its toll.
Please send your stories in to Watchdog. Write a letter of complaint to DFS head office too. Don’t allow these things to just happen, we are having problems too, we will not let the matter rest until we receive some recompense for our troubles. Contact consumers direct and get advice before sending a letter of complaint, make sure you word the letter well, they can help you.
‘The sale of goods act 1979’
Your Rights
If you have bought goods you have a right to expect that they should be as described, fit for purpose and of satisfactory quality:
‘As described’ means that it should correspond to any description given about the goods such as the quantity, colour, measurements etc. These descriptions may be verbal statements about the goods, statements in the brochure, on a shelf edge or even on the box.
Goods are of ‘Satisfactory quality’ if they reach the standard a reasonable person would expect taking into account the price and any description.
The law says that goods that are of satisfactory quality are free from minor defects, have good appearance and finish and are durable, safe and fit for all the purposes for which such goods are commonly supplied.
Read more on the consumer direct website.
Complain in writing and keep complaining until your furniture is fixed, replaced or a full refund if applicable is given.
DFS sold me a fantastic sofa, good quality very comfortable and great value. I think some people need to stop moaning like little children and get on with their lives……………………………………………………….
Someone told me that all these bad reviews are made from rival companies like SCS and Harveys.
THANKS DFS
You may have been one of the lucky ones, but when you’ve spent £3,000 on two sofas that have no stuffing no springs and tears in the leather yes I am going to complain
Don’t be too quick to judge us all ,after reading your comment it would seem to me that you either work for them or really don’t care what condition your furniture is in.
Bought 2 leather sofas when they arrived i pointed out scores which they said was the cow rubbing up against bardwire.Then next day I noticed the cushions were all puddled.The sevice manager came out by this time I noticed the leather had flicked up on some of the scores on the leather,manager was arrogant not intrested suite lt ooked like it was 3yr old instead of 1week,he said the sagging was due to it not having any springs in the seating but we pointed out the sales person brought out his little bit of wood with springs and foam attached and showed us thats what our suite was made of,service manager said he would go back and inform them that we were missold and he would phone us that day which he never did.I had to chase up calls which they said the manager said nothing wrong with our suite and they dont even have a bit of foam with srings on it to show customers so the sales person couldnt have shown us this.We are now at the stage after much shouting they are going to re-pack the cushions and glue the bits of leather down that are sticking up,the suite is now only 2weeks old Iam so angry I have never had this treatment before of a company but I intend on getting justice DFS watch this space
Those who belittle the poor people who have received awful furniture from DFS, work for DFS. Unless they are trolls with mental problems.
Put your reviews on Mary Portas. Send your story to Watchdog. DFS furniture is of a terrible quality and they need to be made an example of.
I have brought a sofa from DFS – not happy not able to speak to the manager, he seems to avoiding me. Do anyone have the number for customer service.
They have no customer service I think Chis has a good point with Twitter
Don’t know what planet Harry Brent lives on sure isn’t planet earth, ditto ditto and ditto again on all the bad comments above. I paid £1330 for a sofa absolute rubbish the fabric is joined and the pattern does not match, it’s like wall papering and don’t bother matching the pattern. One seat cushion is hard the other soft, one back cushion is bigger than the other, both sag, We have another sofa 18 years old and looks brand new compared to the one that is new. I am pursuing DFS through litigation, this will go to court if they do not settle out of court. Remember folks the loser pays the costs. Exercise your rights under the Sales of Goods Act it is quite clear and precise. Let’s all put this on Twitter, and negate their absured TV advertising claims. Christopher.
Christopher , “Twitter ” might just be the tool to get them to show customers some respect , how do we set about it ?
Bought 3 cream leather three seater sofas from dfs. After a short time & even before we started to pay for them one back rest started to peel. D.F.S. came round and repaired it. Suddenly, worse than ever. They said it was down to contamination. Moved that one to the least used position a little out of sight. The day before the guarantee ran out we called for them in as five of the nine backs had done the same. They agreed to replace the entire backs of all three sofas. Waited the eight weeks, got a phone call saying leather had arrive but was not up to standard. Waited another eight weeks for a new set to arrive. Finally arrived and was fitted. Not quite to same colour or texture but was glad to get it fixed. Couple of months further down the line the seats have now started to blister. DONT BUY LEATHER AS THE COLOUR IS ONLY PAINTED ON.
I too have a DFS sofa a brown leather suite with fixed cushions.
It is just over a year old and the colour has worn off the cushions and the cushions have sagged so much that i can feel all the wood underneath it.
I am about to put my first complaint in to DFS but not expecting much.
I just read on a thread on moneysaving expert about a chap with the same DFS problems and he eventually went through Satander with whom he and i have our four yr interest free credit deal with and they helped him get a refund, so that will be my course of action if no satisfaction with DFS directly.
I had no problems with my last purchase (10 years ago) & was in dfs yesterday looking to purchase a leather sofa.
I was going to get it over 2 years but Im not prepared to wait 10 weeks for delivery.
Just a thought…. if I did buy that sofa & Im not happy with it or dfs response to my complaints, I just stop the payments till they sort it? or I get the pay nothing for first year deal so if there is a problem they can come & take it back before I start making the payments?