DFS Furniture - Birstall Reviews 

The overall experience was really great Craig was helpful, informative and not pushy but understanding ….just a perfect experience . Thank you

The sofa was just as comfortable as it looked on the website, the quality looked good and the sales team were helpful but not pushy. The store was having a makeover at the time so not as much to view as there might have been but it was there none the less. The sales team have us attentive help where we needed it and left us to discuss it between ourselves when we didn't need help. There only slight downside is that it would have been nice to have easily accessible sample patches to take home to test the colour and sturdyness of the material.

Order/Reference: 65ZNN5871

I am extremely disappointed with both the quality of the products I received and the level of customer service I have experienced. From the beginning, this has been one problem after another, and it is clear that customer satisfaction is not a priority for this company.

I was promised that someone from customer services would contact me within 72 hours regarding my complaint. That call never came. No explanation, no update, and no apology. Making promises to customers and then completely failing to honour them is unprofessional and shows a complete lack of respect for the people who have spent their hard-earned money with your company.

I paid extra for a sofa cleaning product to be delivered with my new sofa, yet it was never included in my order. To make matters even worse, the sofa itself arrived covered in dirty marks. It is completely unacceptable for a brand-new sofa to be delivered in such poor condition. A customer should not have to wait for an engineer to visit and clean a sofa that should have arrived spotless in the first place.

This is not even the first issue I have had. The original bed I purchased was faulty and made loud noises, so it had to be replaced. Now I am left wondering how long the replacement will actually last, given the poor quality I have experienced so far. The standard of your products is far below what I expected, especially considering the amount of money I have paid.

Overall, this has been an incredibly frustrating and disappointing experience. I have received faulty products, incomplete deliveries, broken promises from customer service, and a complete lack of communication. As a paying customer, I expected far better.

I would strongly advise anyone considering buying from this company to read the reviews before placing an order. Based on my experience, I cannot recommend this company. The poor product quality, lack of professionalism, and unacceptable customer service have left me with no confidence in your business. Unless you significantly improve both your quality control and customer support, more customers will continue to have the same negative experience.

I don't normally leave reviews; however, I was so impressed by your staff member who attended to me yesterday (unfortunately, I didn't get her name, but she was a trainee) that I wanted to share my experience. She could see that I liked the sofa but was in no way pushy - just very helpful and informative (I would never have realised she was training if I hadn't been told!). Once I had decided what I wanted, she clearly explained the next processes and was able to answer any questions I had, in a friendly and relaxed manner. I should also mention that I have been looking for a sofa for a very long time, and the way I was dealt with from the moment I entered the store until I left sealed the deal on my decision to purchase from you!

Staff were amazing. They let you look till we was ready to talk. Very friendly and couldn't be any more helpful. Welcomed customers with smile.
Amazing team from start to finish.

If you've ever walked into a sofa shop and thought 'Oh No, here the sales people come, they won't leave us alone'. Then look no further than Dan, he was great. No pressure, gave us information when we asked him and then left us to it. No pushy sales tactics, just simply the facts and gave us space to think about it. With the way he approached us, he really sold us the sofa. I would 100% recommend coming to DFS and specifically asking for Dan, best sofa sales person.

We visited the showroom with our project manager to arrange a sofa for delivery to a top floor flat with difficult access. Sonny took us through the various sofas that could be delivered in their component parts, i.e seat by seat. We settled on a sofa after he had explained that it would arrive as such. On the day of delivery, one section of the sofa was 2 seats fixed together that could not be separated. Bizarrely, Sonny's position now is that everything was explained correctly to us and that the option to have the sofa delivered how we needed it was a £1500 cost option that we chose not to take. They now intend to take 20% of the value (circa £1000) due to Sonny's error so we are faced with heavy legal costs to defend our position. My advice would be that you record the exchange if you plan to buy from DFS and are relying on anything said at the time by the sales guys, especially Sonny obviously. Hopefully the situation is as a result of his lack of product knowledge as opposed to a deliberate attempt to secure a sale under a false premise. Either way, be very careful ordering here. Also it's worth flagging the significant disparity between google reviews and Trustpilot reviews - running 4.9/5 on Trustpilot and 3.6/5 on Google is not normal.

You say, "It is the customers responsibility to ensure the goods do fit". So when the DFS employee, Sonny, tells us that the sofa arrives in sections by individual seat and we then measure the seat and know that it will fit based on what we have literally just been told by the DFS employee + our measurements and then the sofa arrives in a different format, how do does that impact the customer's responsibility? Do you expect customers to ignore what they are told by your own sales team? 5 of us visited DFS, 1 of which was our project manager, for the express purpose of checking delivery configurations and dimensions. This is why we brought him. This is almost all that we spoke to Sonny about on the day. We checked and double checked and relied on what he told us, which is entirely reasonable. Please correspond to me in writing to my email address (ed@..) so I can keep our legal team in copy and a log of what has been said. Thanks Ed

Very helpful and great customer service

Amazing experience at DFS Birstall, We originally came to browse a sofa we had seen online but Dan showed us something similar the we liked even more. Dan went though our options and within 30 minutes we had purchased our dream sofa. The customer service was second to none.

Great experience where the advisor actually listened to what we wanted in a sofa and was able to advise accordingly.

Order/Reference: 65ZNN5871

We are extremely disappointed with our experience with DFS. What should have been an exciting purchase has instead turned into months of frustration, unnecessary stress, and poor customer service.

We purchased a bed, mattress, and sofa from DFS, and unfortunately the experience has been one problem after another. The bed started making loud creaking noises shortly after it was delivered, and it took numerous phone calls and a great deal of persistence before DFS finally agreed to replace it.

After waiting around three months for our sofa to arrive, we were shocked to find it had been delivered with visible dirty marks. After such a long wait, receiving furniture in that condition is completely unacceptable. It appears that no proper quality checks were carried out before it left the warehouse.

To make matters worse, the sofa care kit that we paid for was missing from the delivery. We paid for the product but never received it.

The customer service has been equally disappointing. Before making the purchase, staff were attentive and eager to help. However, once payment had been taken, the level of support changed dramatically. We were also informed that returning items would result in a 20% charge, even when the issues relate to the quality of the products supplied.

Overall, this experience has caused us a considerable amount of stress, wasted time, and inconvenience. We expected much higher standards from a company with DFS’s reputation. Based on our experience, we would not recommend DFS to anyone and will certainly not be purchasing from them again. Anyone considering buying from DFS should think carefully before doing so, as the product quality, after-sales service, and overall customer experience have been extremely disappointing.

The very helpful sales assistant

Very friendly guy that delt with us

Had very welcome visit and very pleased with my purchase

Sam was knowledgeable and professional with a no pressure sale.

Long long long lead times on sofa, shop itself was undergoing works so only 15 or so sofas on display, a million members of staff lounging around on sofas...

We had to wait a long time for a family that was looking at a sofa we were interested in. Robbie very kindly ask if we were OK. When I explained he politely asked the sales person to move the family whilst we had a look. We finished up purchasing the sofa. If it was not for Robbie I think we would have left

Thank you so much, can't wait for our new sofa to arrive.

We had a great experience today! Found the perfect sofa and had such great customer service. I didn’t get the ladies name however she was fab, and so helpful!