DFS Furniture - Sunderland Reviews 

The young lady that dealt with us was very informative but not pushy. A pleasure to deal with her.

Going instore trying various sofas great customer serivce

Order 29ZEJ9951

Appalling Customer Service and Property Damage from DFS.

I am writing this review to warn potential customers about the complete lack of accountability and shockingly poor customer service I have experienced with DFS. After spending just under £2000 on a new purchase, the delivery team negligently caused physical damage to my property, specifically destroying an interior door. While accidents can happen, DFS's handling of the aftermath has been insulting.

First, it took over five weeks of complete silence from DFS after the incident. I was ignored until I was forced to physically walk into the retail store twice to demand an update and escalate the issue.

Second, their attempts at financial resolution have been completely derisory. For an order costing nearly £2000, DFS initially offered a pathetic £60 compensation. After I rejected this, they increased it to £100. However, they are still flatly refusing to cover the full restoration of the property. While they have agreed to replace the door, they refuse to pay any installation fee required to hang, fit, and finish it, falsely claiming they are "legally obliged only to rectify the damage caused." Leaving an uninstalled door sitting in my hallway does not fix the damage they did.

Under standard UK negligence laws, rectification means full financial restoration to the state the property was in before the damage occurred. DFS is trying to leave me out of pocket for a contractor's fees due to their own team's negligence.

Because of this incredibly stressful, drawn-out process and their refusal to take full responsibility, I am now escalating this matter to a senior manager as a final notice before taking legal action through the Small Claims Court.

DFS has permanently lost my custom. If you value your property and expect decent customer service when things go wrong, I strongly advise you to shop elsewhere.

I went to get a riser recliner to match my other furniture, unfortunately it did not meet my needs, the staff (Sophie ? ) found a chair which met my needs and put up with my chatter, she was very knowledgeable about the chair and explained my rights and hire purchase rules, she asked often if I was comfortable and offered me a hot drink

The girl who placed order was very helpful and informative very pleasant and well spoken

Could not fault your staff very pleasant and helpful nothing was too much trouble felt at ease with my purchase no pressure felt

Excellent service, everything explained and at a ideal price to fit my budget.

Great experience
Very easy to work with walked in and out with exactly what we wanted
Thank you to all the team in the sunderland depot

The guy who dealt with my enquiry was really helpful explained everything and was very friendly.

Great service whilst in store, Daniel was very helpful and knew his stuff. Such a charming, polite young man. Caydence (think spelling is right) sorted out the payment side and was absolutely delightful. Looking forward to our new sofa being delivered.

No body rushed you to get the sale gave you the chance to try all sofas

Good customer service

The lady who served me, Lauren was very kind,helpful and very informative. She was extremely easy to chat to and a credit to DFS. On first arriving with my family a gentleman also spoke to us and helped me to what was available for what I wanted. Sorry I didn’t get his name but he was nice.

Neil who got everything sorted explained everything clearly and sofa is exactly what we wanted

I was made to feel very comfortable and it was very pleasant

Knowledgeable staff without being overbearing. Helpful when ordering and very helpful when I got home and needed to change the order slightly. Would definitely recommend.

Staff all very helpful and attentive without being annoying. Well laid out store. Nice environment.

Went in to buy a single two seater for conservatory. But seen a new settee and bought complete suite. Salesman Neil was extremely helpful explaining every aspect of furniture. So helpful this is our sixth purchase from DFS.

I just wanted to send a quick note to say thank you for the excellent service I received today. Adiallo was incredibly helpful and polite.Keep up the fantastic work!