DFS Furniture - Cheltenham Reviews 

If only I could give a zero star review. Without wanting to write an essay, this was by far the worst customer experience I have ever had. This is the first negative review I have written online as I feel it's important to share my experience.
I still can't quite believe what happened - long story short the sales man who sold me the sofa lied to me about deals I would be eligible for, we went through the whole process of choosing and ordering my sofa (which is a pretty lengthy process) with him reminding me over and over that I would be paying less due to the deal. However when it came to payment the deal was not included and apparently I did not qualify for it after all! I felt duped into buying the sofa at a price I hadn't agreed. Additionally, he was highly unprofessional and talked badly about the design and layout of the store (Cheltenham), he spoke badly about his management and also swore several times (in jest, but still)! He had no idea what the 'Eaziglides' were and told me they were wheels. I have since discovered they're not wheels at all but are stick on pads. It was honestly as though they had stuck a DFS badge on a member of the public and asked them to fill in for the day.
I was left feeling really uneasy about my experience so got in touch with DFS Customer Services on the phone. Both women who dealt with me on the phone were brilliant, apologetic and handled my complaint very professionally. However, when they put me through to the store manager my experience went from bad to worse.
She was nasty, very condescending and blamed me! She told me that I was lying about my experience as she had asked the sales man in question and he had denied telling me I would get a discount. She said that she hadn't heard him tell me I would get a discount in store and therefore it didn't happen - however she spent the whole time I was in store sat down on one of the sofas that were for sale with a coffee and her laptop nowhere near the sales man and I, so I wouldn't have expected her to hear what he was saying to me as she was so far from us. Unfortunately there are no cameras in store, when I asked about this she said 'well they wouldn't pick up audio anyway so they wouldn't prove anything'. Every single sentence I attempted to say was abruptly interrupted by her. I got very upset at being called a liar and I did tear up, to which she told me to 'take the emotion out of it'. She curtly asked me 'are you happy now' to which I replied 'not really', she said 'oh well, I'm the manager so there's no point in you calling Customer Services back as they'll just put you back onto me'. I told her that I know she has a regional manager and I want to speak with him. She was very annoyed at this and said she'd call him herself so she could tell him what's happened. She did not apologise once throughout the call until I mentioned getting no apology and she then very sarcastically apologised. I was left feeling upset and confused at how buying a sofa had turned into this horrible and frankly bizarre experience.
Her regional manager phoned me that same day and I told him the full story. He did listen and did apologise more sincerely than his colleague at least. But still, he tried to minimise my experience by going into unnecessary detail re the profit margins in selling sofas etc. He told me he'd look into it by listening back to the phone call but wouldn't be able to let me know what he finds due to 'GDPR' (which I find odd as I was in the phone call myself - so there would be no new information to me). I presume he was just trying to appease me and get rid of me. He told me that I could not have the discount I was promised by the sales man, but he could take £60 off as a gesture of good will. Then he told me about the other products I could add to my sofa purchase and so I added some of these products. Because I was now spending more money he then ended up giving me the deal I had been promised in store anyway (which was free delivery).
As I say, the whole thing was very weird and not what I expected when simply wanting to buy a sofa for my new house. I would happily travel further to avoid the Cheltenham store in the future. (Although I do not plan on giving DFS any more of my custom.)
I am still waiting for my sofa to be delivered, I ordered it on 1st August and still haven't been contacted to arrange a delivery time/day (it is now 20th Aug). So who knows! At least it will come with a conversation starter I suppose. What an ordeal!

The staff were very helpful & informative gave us all the information we needed which encouraged us to buy the suite we liked without pressure.

Friendly, polite, informative, knowledgeable, relaxed good customer service.

Friendly and knowledgeable staff. Able to answer all questions needed. Talked through the process in understandable way. Allow you to shop without being pressured to buy.

The staff was very helpful and they tried to make the experience of the furniture purchase as smooth as possible.

The staff was friendly and explained everything for us and gave a lot of advice and insight regading the products they offer

Brilliant service. Layla was great.

Sam was incredibly helpful, he explained the sliding sofas thoroughly and I decided they were not what I wanted.
His aftershave smelt amazing, he was polite and patient. He showed me around and I fell in love with one of the sofas. He informed me that I could get it in 7 working days if I liked that colour. He gave me the measurements of the 2 sizes just incase the grand was too big. I went home to measure and back with the cash. He talked me through the purchase. He is an absolute asset to DFS. It was a pleasure meeting him.

Smooth experience order completed without issue.

Very helpful staff, guided me through the order and explained everything

Service was excellent, very welcoming and good attention to detail to ensure order was correct. Simon who served us was very helpful and made the shopping experience enjoyable

We just visited the Cheltenham branch and had excellent service from an Indian (I think) lady she was very knowledgeable and didn't pressure us , we are excited to get our new sofa

Great customer service, very nice helpful lady

Great lovely people there as good customers service as I bought new a sofa already

We wanted a new recliner sofa and had seen something we liked on the DFS website. We went to our local store to check it suitability but decide to buy a different sofa! Carrie, in the Cheltenham, store was very helpful and helped us to find one that suited us. The professional, friendly approach was much appreciated.
When we got home with the measurements, we realised that the sofa wouldn't fit through our front door. However, Natalie in customer services was very helpful, and assured us that the sofa could be brought in separate pieces and assembled in situ.

Very helpful and everyone from the store was lovely. Even got offered coffee, which has never happened. Lots of choices and the sofas we tried were really lovely. Would recommend to everyone!

Having not had a great experience in my local DFS we went to Cheltenham branch and they couldn’t be more helpful! Purchased my corner sofa with all the help and advice needed!

Although we knew exactly what we wanted, Sam, the customer advisor, was really helpful, and came to discuss everything with us. Being very satisfied with all the relevant information we placed our order. Could not fault San and DFS .

The gentleman that served me today was very helpful very friendly