Spent thousands on a brand new sofa and arm chair. Arrived damaged. Still haven’t heard back about getting our money back. Good at selling but the reality is quite different. Very poorly made furniture and horrible customer service. Go elsewhere.
Entered in the evening to browse for a new coffee table as I was in the area. Staff were lazy and sat around chatting instead of working. The shop was nearly empty and I could tell why. Staff were also laughing at customers leaving, making accusations of coming in for free coffee. Very unwelcoming environment and unprofessional young staff. Much better service at nearby Sofology and Furniture Village.
I didn't even want to give this company 1 star after our recent experience but google forces me to. They do not care about their customers at all. We ordered a sofa from DFS Hove at the end of June, the lady who took our order was very friendly and the transaction and order when through fine. We were told it would be delivered within 6 weeks as an express delivery. We waited and heard from the delivery company just a few weeks later. They stated they would be able to deliver on the Monday which was great. However, we were then told the company had gone into administration and our delivery was obviously cancelled. We patiently waited to hear from DFS regarding when delivery would likely be....2 weeks went by, there is no direct phone number for DFS so you have to go through their customer service in Scotland to speak to the store. We ended up driving 40 mins to go to the store just to speak to someone to get an answer. We spoke to the store manager at Hove, Dean. Dean promised the world and delivered nothing. Weeks went by with us constantly chasing DFS. Baring in mind we had paid in full and so they had our money. Eventually, Dean called to explain he doesn't know what's happened but the sofa won't be available until the 24th August. We patiently waited until this date until we eventually found out that the new delivery company did not do weekends or evenings like we were told when ordering. We had actually disposed of our current sofa having been told weeks before that we were having our new one delivered. Dean promised to source us loan sofa and also said he would speak to his regional manager to discuss compensation. Unfortunately, this did not happen and it appeared that the store manager did not care at all that we were sat on camp chairs which is quite frankly disgusting customer service. Dean then disappeared not following through on his word and left the assistant to pick up our mess. Alesha was far more efficient and honest and did eventually manage to get us a full refund as even she couldn't secure our delivery. Thankfully, we have now found another sofa with a much better, efficient and communicative company. AVOID DFS HOVE AT ALL COSTS
Absolutely horrendous aftercare!! Springs coming through sofa after only 4 weeks, with sharp points that may harm my children or my animals and I have to wait 6-8 weeks for a repair. Can’t even escalate the complaint past customer services nor get contact details for the store Manager.
My experience with DFS has been poor at every step of the process. The sofa was delivered with manufacturing failings (a socket to screw the leg in had not been drilled out and fitted). It also arrived missing a leg and with rips to the fabric. So far, I have called every day (3 times on day of delivery) and each time been promised a manager call back. A week on, still no call back. To add insult to this, they started the finance agreement to pay for it, even though on the day of delivery I had requested they make sure they do not do this and they agreed. Looking at their Directors structure, they don’t even have a director of or senior person accountable for customer experience, which really shows. My partner is autistic and suffers with extreme anxiety triggered by disruption to routine. The sofa was left blocking the room in which he usually spends most of his time. I asked two advisors that I spoke with if DFS had any type of vulnerable customer process or way to escalate, one just said no, one said “we don’t, but we probably should.” I ended up having to move the sofa myself, after calling to check I was permitted and that they wouldn’t try to blame me for the damage it had at the time of delivery. It’s now sitting in the kitchen, desperately waiting for someone at DFS to call me back and do something about it!
Nice showroom, clean and easy to navigate. Greeted by friendly staff when you enter. My partner and I chose a sofa and began the process of purchasing with a member of staff. We chose a sofa and matching foot stool. The staff member was friendly enough but very pushy, to the point it started to feel a bit disrespectful and uncomfortable. We declined purchasing a rug on the day because we hadn't chosen paint colours ( moving house) or a size yet, but she became insistent on selling us one. We firmly but politely declined, but she continued to push, until we made it a clear no, and she rolled her eyes and pulled a face! She then tried to sell us the pads that go underneath the feet on the sofa and again we declined as we are trying to save money. She pushed that with finance, it would be hardly noticeable on monthly payments. We again declined, with was followed by another eye roll and a comment along the lines of "Well, I tried, if you say so". Moving on to care packages, which again we declined, as we are a child and pet free household and are both careful with our belongings, we felt it wasn't a necessary add on for us. Again she rolled her eyes and pulled a face. We both started to feel a bit uncomfortable and just wanted to buy our sofa and leave! We finally finished the payment and finished up, where she finished by telling us that when we get the text survey for her, we should give her above an 8 as she'd been so helpful, and that it would negatively affect the other staff members if we have anything lower! I felt that the whole interaction was pushy and uncomfortable, and the face pulling at our decisions for our sofa was unnecessary and rude. Won't be returning to this store again for future purchases.
Mark the senior salesman was very helpful in the initial sales and the sofa was delivered as promised before Xmas 2022. Although there was a slight problem with the sofa bed , the store manager Paul went more and above his job and fixed the problem on-site on a Sunday afternoon. Very appreciated the excellent pre and after sales service. Definitely 5 star service!!!!
We bought 2 sofas from DFS more than 20 years ago and have been very happy with their quality so this was our first choice when looking for new ones but disappointingly, sofas here these days are overpriced and all style over substance. Everything we tried out had little or no support in the seat cushions. You can get better value elsewhere
Never thought I would buy a sofa from here buy managed to find some Grand designs sofas that fitted the bill . Lots of choice here and some knowledgeable staff , how did try the hard sell . No toilets or refreshments . Store it self a bit messy with things not made up or set up . Ordered 2 x sofa s will keep,you posted to see if they arrive in time scales 10 weeks .
This is the store I think of when I think of sofas. They had a brilliant selection of leather and fabric sofas and corner pieces and chairs and modular sofas and at a range of prices. They had recliners which were either powered or manual. I liked a lot of them. I found the staff to be friendly and knowledgeable in the way you'd imagine sales people to be. There is a 4 year interest free credit which is excellent. Would recommend and return there.
DFS Hove is located at Goldstone Retail Park, Old Shoreham Rd, Brighton and Hove, Hove BN3 7PN, UK
You can contact DFS Hove at +44 333 999 9777
You can find directions to DFS Hove by following this map link