DFS Rugby

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Reviews

1. Laxmipriya Tomasso ★☆☆☆☆

   Extremely disappointing experience; management please respond I purchased a sofa from DFS Rugby (San Matteo) three months ago after it was advertised as Express Delivery (4 weeks). A few days after ordering I was told — without prior warning — that the sofa was not eligible for express delivery and that the price would increase unless we purchased an additional footstool. We accepted a price match to the advertised “fast delivery” offer, but this situation should never have happened: the product was sold as express and then downgraded and upcharged after purchase. After waiting, we were finally given a delivery date and a 2:45–5:45pm slot. I took time off work, arranged childcare, and made sure pets were under control based on that window. At around 5pm we were told the delivery was running late but would still arrive that day. At 6:40pm the driver called and said he would not be delivering because his shift ended at 7:00pm — meaning the delivery was cancelled at the last minute. Customer service then told us a weekend delivery would be arranged (which was essential given the childcare and time off) — but when I followed up I was told it had been rescheduled for a Monday and we were never informed. No apology, no compensation offer, and no consideration for the time and expense this caused. This is not just poor logistics — it’s misleading advertising, inconsistent pricing, and a total failure of basic customer care. Every time we called the contact centre there was a recorded message about how “aggression will not be tolerated.” Perhaps customer frustration would be better prevented if the company didn’t repeatedly disappoint customers, mis-sell delivery promises, or cancel at the last minute without explanation. Managers at DFS Rugby / corporate DFS: this is a formal escalation. We expect a meaningful apology, a refund of delivery charges, and a clear explanation of how you will prevent this happening again. If management does not respond, I will pursue this further through consumer channels. To potential customers: if reliable delivery, honest pricing, and basic communication matter to you, I strongly recommend you consider other retailers. This experience has been costly, stressful, and entirely avoidable.

   almost 3 months ago
2. Valerio Tomasso ★☆☆☆☆

   Disappointing experience. Originally purchased a sofa that was being offered on a fast delivery as advertised in stock. I ordered it to then be called back and advised that it wasn’t actually available and that I would have to wait almost 3 months. On top of all this, I was expected to pay more because it was going to be a custom made order (which I managed to push back and price match - ridiculous that you even tried this). Fast forward to October. Sofa due to arrive between on Friday between 14:46 and 17:46. I proactively called customer service at 17:20 and they reassure me that they are running behind but it would be delivered. At 18:40 I get a call from the driver (not even DFS customer service) who tells me he can’t deliver it because his shift ends at 19:00. Bearing in mind I lost half day of work and gave up dinner reservations, I’m now back on the phone with CS. They apologies and tell me that they can’t rearrange just yet, but someone will be in touch and that they also deliver Saturdays and Sundays. I contact CS again on Saturday morning, as I had received no emails nor calls, and there were no attempts to reschedule the sofa. There was no attempt made for special delivery to make up for their mistake and they couldn’t book for a Sunday delivery either as their system didn’t allow for it. Now I’m having to take another half day away from work and hope it actually comes on a non convenient day. Thank you for making this experience so poor.

   almost 3 months ago
3. Jason ★☆☆☆☆

   I will be paying your store a visit tomorrow. Paid £300 for the accidental cover with Guardsman and I logged a claim on the 10/04 and have heard nothing since. Tomorrow I’m coming to get my money back

   almost 9 months ago

1. Kristin Lorenc Henning ★☆☆☆☆

   Shocking / non-existent customer service. Order placed 17 October. Received a delivery confirmation for 9 November. This was then cancelled due to apparent fabric delays. It is now 14 December and still no sign of a delivery date or that the order has reached the distribution centre. Have had to drive in to the store to follow up because there is no direct line to contact them. Customer service just diverts to the store who can't do anything except try to chase the suppliers. Absolutely no communication or updates forthcoming and in the meantime we are paying interest on furniture we don't have.

   almost 2 years ago
2. Kiron Kirton ★☆☆☆☆

   Purchased a sofa and footstool and were well looked after by ‘Bob’ in the Rugby store. The item arrived in a timely manner and the delivery guys were efficient and courteous. I informed them that only one of the two “Cherish” leather care kits had been given to me; they said that they’d arrange for a second to be sent out. I also phoned the customer care care line who said likewise. Two weeks later, I still had not received the 2nd kit so called again. I was told it would be sent out. Another week has passed, the kit has not arrived so I have today called them again. In addition after 23 days, of the 8 Eaziglides, 3 have slid out of position. At £4.50 each for a piece of stick on plastic, they are a complete and utter waste of money - I strongly recommend NOT purchasing them! As an organisation with over 110 stores in the U.K., DFS should do a whole lot better than this!

   almost 2 years ago
3. Nigel Raisborough ★★★★★

   Really great service only went in to look but ended up buying furniture. Can not recommend it more the help I received from Will was excellent

   almost 3 years ago

1. Jon Hallsworth ★☆☆☆☆

   Walked through the door to 5 or 6 members of staff waiting to pounce. One totally overbearing bloke followed us around the shop like a poodle. We said we weren't sure what we wanted, and wanted to browse but he just got on our nerves and wouldn't leave us alone. We were considering a couple of chairs but I wasn't able to have a conversation with my wife about them and we left. We went across the road to Sofology where the staff weren't so desperate for their commission and gave us some space to browse and let us make a decision. We spent £2500 on 2 chairs there. Zero stars DFS.

   almost 3 years ago
2. Alexandra Robinson ★★★★★

   Great service. Our last sofa was from DFS too, and structure is still fine,.. but it was time for a new one as the covers were worn, having seen us, plus numerous cats through 16 years of daily use. No hard sell, just helpful staff who listened attentively, keen to help us find what we wanted, and with sound advice on furniture care. We trust the quality is still the same standard.

   almost 3 years ago
3. Kalyan Srinivas ★★★★★

   Great place for sofas. Many designs and sizes. Very good collection.

   almost 3 years ago

1. Katherine Jones ★★★★★

   Thank you Rob and the team we received our sofas a couple of weeks ago and we are so pleased with them. Thank you for being so kind and helpful when we were choosing our sofa we really can’t thank you all enough! x

   almost 3 years ago

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