DFS Banbury Banbury

Reviews

1. Me Me ★☆☆☆☆

   I visited the store with measurements of the area where I required a sofa to fit. The store manager recommended a particular sofa, explaining it was modular and could be delivered with the seats positioned to fit the space. The delivery company attempted to place the sofa in my home, causing damage to my property. The sofa was too large, I refused delivery. The delivery personnel were unhappy with my decision and attempted to persuade me to accept it, promising DFS would replace the sofa within a week. I remained firm and refused delivery. They removed the sofa without due care and attention, causing further damage to my property. I contacted customer services immediately as the sofa was not fit for purpose. I was informed a store representative would contact me within 72 hours. I visited the store and spoke with the assistant manager, who stated the manager had made at least five similar errors in recent months due to limited product knowledge. The assistant manager assured me that he would acknowledge her error by reducing the cost of the reorder. I accepted and waited for his invoice. I was surprised to discover his acknowledgement was free delivery (£129). I immediately emailed a formal complaint to customer services and cc’d the CEO. I received an AI-generated response from the store manager informing me there had been an oversight and misunderstanding when placing the order and she would offer a further £200 as a goodwill gesture. I declined this offer as it would not compensate for the damage to my property, inconvenience, cost of a temporary sofa or the stress I experienced. Nor did she provide a written apology for her error. Initially, I hoped to resolve this matter amicably and made a counteroffer of compensation. However, she refused. We had reached an impasse and her lack of professionalism and accountability forced me to retract my counteroffer. The matter was referred to her manager, who appeared to understand my perspective. However, refused to increase compensation to include costs of repairs, reimbursement for temporary sofa or recognition for inconvenience / stress inflicted. This matter is now with the Furniture & Home Improvement Ombudsman and litigation case preparation is in progress. I strongly advise against dealing with this company if you expect accountability, professionalism, respect or to be regarded as a valued customer

   almost 9 months ago
2. Shazzie Lew ★☆☆☆☆

   Disappointed in DFS, finally received our sofa and the casters were missing. As my husband is disabled it's far to low for him to sit in. Still waiting for someone to contact us. Update: Arranged finally for casters to be fitted, arranged my schedule and it's been cancelled! To say I'm furious is an understatement! 3rd update Nearly 3 weeks in and still waiting for the casters. I've decided to return this suite. I bought it understanding they were firm cushions as my husband has mobility issues but they have already gone soft. Extremely disappointed! 4th update. Still not received casters for the chair. Sofa cushions are soft and not fit for purpose. I have requested a refund and spoken to Citizens advice who will be forwarding my complaint to Trading standards who have agreedto help me get my money back.

   almost 10 months ago
3. Ollie Simpkins ★★☆☆☆

   The only good thing about our experience here was the sofa itself... From start to finish, customer service and communication were poor. When we came instore to order it, we waited 25 minutes to be served before having to drag someone off of their phone out of the office to answer a couple of questions. He then proceeded to try and sell us a care kit and insurance, and when questioning the process for claiming on insurance, he told us that we would be required to use the care kit 'we had to buy' before they would do anything! We then waited for 6 weeks without any update. Finally, I received a message notfying us that the sofa was in store so we went to collect it. Imagine our annoyance when it wasn't there. I was assured that we would be notified when it did come instore. Another week passed without anything, so I tried to call the store - I eventually got through to a person from a call centre in Scotland... YOU CAN'T EVEN CALL THE STORE DIRECTLY! To top it all off, the man who took our order said he would throw in a free 'care kit' after I declined to purchase it, and was it there to collect when the sofa finally arrived? Of course it wasn't. In summary, the sofa itself (Large Plush Right Hand Facing Chaise End) is great, but I will never use DFS again due to the service.

   almost 10 months ago

1. Kurstin Sherman ★★★☆☆

   We’re overall happy with the sofa, chairs, and coffee table we ordered fromthe Banbury DFS Store– the furniture itself looks great and everyone we’ve spoken to, both in-store and on the phone, has been friendly and polite. However, the experience has been far from smooth. Our original order had 7 pillows added when I had only asked for 3. The sofa was delivered two weeks late without any updates – I had to chase it myself, only to find out it had been sitting in the warehouse on time with no explanation for the delay. The biggest issue has been with the chairs, which arrived with the wrong pattern. I visited the store and was told replacement panels could be ordered and sewn on within 4 weeks. It’s now been 5 weeks and, after calling the store again myself, I’ve found out the wrong panels were delivered again, and now the correct ones aren’t expected until October. At no point has anyone contacted me with updates – I’ve had to initiate every call to find out what’s going on. While the products seem good, the lack of communication and repeated order errors have made this a frustrating experience.

   1 year ago
2. Kayley West ★☆☆☆☆

   We’ve had multiple problems with DFS for our order and it just seems to get worse. Our sofa was finally delivered after 4 problems all from DFS side and the sofa was 2 different shades (to confirm our order was for a taupe Orka sofa but we were given 2 different shades of taupe, all made on the same order to be made and delivered at the same time, see photos for reference) we took 2 cushions of the sofa into the Swindon where we spoke to the gentleman store manager and another lady who worked at the store as requested by Paul who is based in Banbury. Swindon weren’t sure why we were asked to travel 1 hour 20 minutes to our nearest store for a problem that was DFS fault, not ours but they confirmed the colours of the 2 cushions were different even when moving them around, he emailed the Banbury store and said they’d be in contact with us for someone to visit our home to confirm again in person. Paul (from Banbury) then called me and arranged for Emma (from Banbury) to attend our property to look at the sofa, Emma may I add has the worst customer service skills I have ever experienced, she arrived over an hour after she told us she would and then proceeded to moan about how she had to drive over an hour to us and moaned about how she lives in Coventry and had to drive all the way home after this (making out we were an inconvenience when this is part of her job). Due to how late Emma was I wasn’t able to be at the property when she arrived as I mentioned multiple times before I am 38 weeks pregnant and had an appointment to attend. She agreed that they looked different and said it was due to the way the pile runs and she couldn’t sort it because of how big some of the cushions are. I then received a call from Emma 2 days later saying after her findings there is NO FAULT with this sofa we received and we would not be able to return without being charged and they wouldn’t be able to do anything at all to help nor exchange the sofa, I am currently awaiting a call back from someone higher up than Emma - please look at the photos of this sofa before you purchase from DFS as they are happy for customers to pay over £1000 for a sofa which looks like this..

   1 year ago
3. James M ★★★★☆

   Great value. Wide range. Delightful sales assistant.

   almost 3 years ago

1. Hayley Tibbetts ★☆☆☆☆

   Sold me bad quality sofa's, replacement wouldn't fit through standard size front door. Now waiting weeks for a refund. Countless calls made, emails sent. I'm disabled with no furniture and no money to replace it. Disgusting

   almost 3 years ago
2. jemma fifield ★☆☆☆☆

   absolutely diabolical, would never shop from there again. the sales assistant paul was an absolute joke, refusing our well deserved refund (leaving my disabled mother with no sofa or money to replace it) and over all terrible customer service and terrible quality sofas. disgusted is an understatement.

   almost 3 years ago
3. ann manetta ★★★★★

   We were attended to by a salesman called Paul. He was very friendly and helpful, really picking up on what we said ref our needs and requirements. He actually took us towards chairs we wouldn't have chosen ourselves. After trying them, and many many others, he was right, we went with the ones he suggested. He never made us feel under pressure to buy at all and was totally professional. A very nice buying experience, thank you Paul.

   almost 3 years ago

1. Darren Cole ★★☆☆☆

   Very good service when purchasing goods but let down when promised a deliver slot for a sofa that was literally sat in the showroom. Wasn’t allowed to take it there and then and had to be delivered.

   almost 3 years ago

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