DFS Brentford

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Reviews

1. Kerry Riley ★☆☆☆☆

   DFS came to deliver my sofas, one was damaged and the other one wasn't even the correct sofa. They attempted to deliver again 3 weeks later and once again it was someone else's sofa. They have no idea what has happened to my other sofa. Every time I call they say it has been escalated to a manager and they will call back but nobody ever calls back. Every time we call we spend ages on hold just to be told the same thing. We still only have one sofa and they were due to be delivered back in August, it is now almost the end of September. I have reported them to the ombudsman and I will never order with DFS again.

   almost 4 months ago
2. Ermina Mujkic ★☆☆☆☆

   I purchased a sofa from DFS in November 2024, which was delivered in the second week of February 2025. To my utter disappointment, the sofa arrived defective, as shown in the attached photos. After reaching out to DFS immediately to report the issue, I was told that the cushions simply needed to be plumped twice a day and that nothing could be done about it. This response is not only unprofessional but completely unacceptable, especially considering I paid £1800 for this product. DFS’s customer service has been nothing short of disgraceful. Despite being within the 90-day return window and covered by the company’s 15-year guarantee for manufacturing defects, DFS has refused to take responsibility and resolve the issue. My emails have gone unanswered, and phone calls have been ignored. Instead, I’ve been left with vague voicemail messages that do nothing but fob me off. It’s clear that DFS is more than happy to take my money but is unwilling to stand behind its products or provide any meaningful after-sale support. This has been the worst customer service experience I’ve ever had, and I am incredibly frustrated by the complete lack of accountability. If you value your money and expect a company to honor its guarantees and provide decent customer service, I strongly advise you to avoid DFS. They have completely failed to meet any expectations, and I will be pursuing this issue further through the appropriate channels. I will never purchase from DFS again.

   almost 11 months ago
3. Med Mahmoud ★☆☆☆☆

   If I could rate your company lower than one star, I would. My experience with DFS has been the worst example of customer service I’ve ever encountered. I’m compelled to share my frustration in the hope that no one else has to go through the ordeal my family and I faced. Before placing an order, my wife and I went to great lengths to ensure the sofas we selected would fit through our first-floor entry, taking measurements and providing photos and videos of our staircase with awkward turns. The store’s salespeople assured us the sofa we chose would fit, especially since the arms would be removed during delivery. Based on this, we waited over four months without furniture in our new home in London, only for the sofas to arrive and not fit. Not only did the delivery fail, but the delivery team damaged our walls while attempting to get the sofa up the stairs. They canceled the delivery and recommended bringing the sofa through the living room window instead, suggesting we remove the windows. The next day, customer service confirmed this would be a valid option, and I spent hours calling back and forth, confirming that if I removed my windows, they would deliver the sofa without issue. To prepare for the second delivery, I hired a handyman to remove and reinstall the windows the same day. On the delivery day, I confirmed multiple times with customer service that the notes reflected the plan to deliver through the window. Yet, after removing my windows and waiting for hours, the delivery team informed me that they wouldn’t make it that day. I was left with an exposed window, at significant risk to my family’s safety, particularly my child, who could have fallen from the first-floor opening. Despite my multiple calls to customer service, each time explaining the situation from scratch, I received no coherent support or guidance. Eventually, they agreed to send the delivery team after 7 p.m. When they arrived, they had no idea the windows had been removed, claiming they were told it was a ground-floor delivery. They refused to complete the delivery, saying they could lose their jobs for attempting it, leaving me without furniture and with the hefty £350 bill for the window removal and reinstallation. I spent hours waiting until 11 p.m. to have the windows reinstalled, with no sofas delivered. This experience has been beyond infuriating. I returned to the store to demand a refund for the window removal costs, only to be offered a meager £109 as "goodwill," along with a suggestion to pick a different sofa. Despite the 7-day delivery promise displayed in the store, we waited an additional 8 weeks for the replacement sofa, which added even more stress to an already unbearable situation. To make matters worse, the delivery was handled by a third-party service, WS Transportation, whose communication was just as terrible, and whose staff were rude when asked about the delays. After months of waiting, stress, and frustration, we finally have our sofas, but the joy is completely gone. The constant miscommunication, the stress of being without furniture for months, and the financial burden of having to remove and reinstall windows have left my family and me completely drained. I cannot believe a company like DFS has been in business for 50 years, given how poorly they treat their customers. To anyone considering purchasing from DFS, I urge you to reconsider. If you want to avoid unnecessary stress, delays, and a complete lack of accountability, stay far away from this company. This entire experience has been beyond disappointing, and I wouldn’t wish it on anyone.

   1 year ago

1. Dean Ginsburg ★★★★★

   Good variety of sofas. Friendly professional staff - who are not too pushy. Haven’t ordered my sofa yet - but looking forward to good service and a good quality product when I do.

   almost 2 years ago
2. Jarvis julio ★☆☆☆☆

   Not a single member of staff approached me. Had to figure out things myself. The staff there were busy having a chat and laugh rather than working. DFS please look into this.

   almost 2 years ago
3. Kalpana Gurung ★☆☆☆☆

   Quality of Products do not match the costs you pay, Brentford store staff customer service is poor. I had to wait nearly 6 months for a table & was delivered incomplete sets. I had to call multiple times & go visit the store to chase my order but the issue has not been resolved yet.

   almost 3 years ago

1. Simrin Kaur ★☆☆☆☆

   Worst customer service, very rude on the phone and put pressure on us to buy expensive add one which were unnecessary. There are much better places to buy furniture

   almost 3 years ago
2. Noamaan Qadri ★★★☆☆

   Bought sofas several years ago which are excellent quality and still going. My only gripe is about the cleaning cover they try to sell you. We took out cover and when it came to utilising it, they sent a small bottle to clean it ourselves which is not expected for something you're paying a few hundred pounds for. Sofas are great but avoid the cleaning cover at all costs!

   almost 3 years ago
3. Joanna Geneslay ★☆☆☆☆

   If there would be a no star option, would definitely choose it. Be aware and avoid DFS in general and DFS Brentford in particular. We went couple of months ago to order our new sofa and a coffee table. The salesman had an easy job, which he failed at.... when visiting the store, we've had already chosen our sofa, so a quick and easy sale for him. Everything seemed fine, until we have signed the contract and placed the order. We made it very clear that we require the sofa to be delivered at a certain date, which was the salesman job to make sure that this will be happening. The problems started as soon as the sofa went into production and escalated with every step of the process. We have not been kept up to date at all with the time frames, the salesman did not accommodate our request for delivery and the sofa was delayed with almost a week, by miscommunication, as the supplier delivered the sofa to the distribution centre on the day it was supposed to be delivered to us. From that date, the next available delivery date was set. When the delivery date arrived, 2 drivers attended and delivered the products. They were extremely rude and rough, they refused to wear shoe protections after we requested that and explained that we have a toddler who crawls that picks everything form the floor. They have damaged the sofa, they have not fully installed the furniture even though we've paid for the service, they have not delivered the easy gliders for the sofa and left an entire mess behind them.... we have tried to contact customer services, but we were welcomed by an hostile and unhelpful attitude by the gentleman taking the call... and when we've asked to be transferred to the store and to a supervisor, we've been told "there's no one else available to take your call"... we then wanted to file a complaint, and the customer service representative faked typing our complaint and said that there's no reference number he can provide me with, as they do not have one.... we then went to store, where we've been told the classic "sorry" speech, but nothing to make us feel a valued customer and to acknowledge their mistakes and try to resolve the issue and make up for their mistakes. We've been told that sorry is the only think that they can do, and if we are unhappy, we can return the product. Since then, we've been in contact with the Hook distribution centre, the Brentford Store Manager and the New Malden Store Manager and unfortunately, we still find ourselves seriously considering to return the damaged sofa, as the situation is getting worse and worse and we feel nothing like a valued customer that spent £1,300 in their premium wannabe store. There's no follow up, no complaint management in place and definitely problem solving there's not their priority. They prefer to have unhappy customers that rant their frustration on social media, rather than trying to prove that they are really sorry for all the issues caused by them and do something about it. A happy customer will bring maybe few other customers, but an unhappy one will definitely push away much more customers.... Avoid if possible, as only problems will encounter.

   more 6 years ago

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