DFS Brentford

"Not a single member of staff approached me. Had to figure out things myself. The staff there were busy having a chat and laugh rather than working. DFS please look into this."

"Quality of Products do not match the costs you pay, Brentford store staff customer service is poor. I had to wait nearly 6 months for a table & was delivered incomplete sets. I had to call multiple times & go visit the store to chase my order but the issue has not been resolved yet."

"Worst customer service, very rude on the phone and put pressure on us to buy expensive add one which were unnecessary. There are much better places to buy furniture"

"Bought sofas several years ago which are excellent quality and still going. My only gripe is about the cleaning cover they try to sell you. We took out cover and when it came to utilising it, they sent a small bottle to clean it ourselves which is not expected for something you're paying a few hundred pounds for. Sofas are great but avoid the cleaning cover at all costs!"

"If there would be a no star option, would definitely choose it. Be aware and avoid DFS in general and DFS Brentford in particular. We went couple of months ago to order our new sofa and a coffee table. The salesman had an easy job, which he failed at.... when visiting the store, we've had already chosen our sofa, so a quick and easy sale for him. Everything seemed fine, until we have signed the contract and placed the order. We made it very clear that we require the sofa to be delivered at a certain date, which was the salesman job to make sure that this will be happening. The problems started as soon as the sofa went into production and escalated with every step of the process. We have not been kept up to date at all with the time frames, the salesman did not accommodate our request for delivery and the sofa was delayed with almost a week, by miscommunication, as the supplier delivered the sofa to the distribution centre on the day it was supposed to be delivered to us. From that date, the next available delivery date was set. When the delivery date arrived, 2 drivers attended and delivered the products. They were extremely rude and rough, they refused to wear shoe protections after we requested that and explained that we have a toddler who crawls that picks everything form the floor. They have damaged the sofa, they have not fully installed the furniture even though we've paid for the service, they have not delivered the easy gliders for the sofa and left an entire mess behind them.... we have tried to contact customer services, but we were welcomed by an hostile and unhelpful attitude by the gentleman taking the call... and when we've asked to be transferred to the store and to a supervisor, we've been told "there's no one else available to take your call"... we then wanted to file a complaint, and the customer service representative faked typing our complaint and said that there's no reference number he can provide me with, as they do not have one.... we then went to store, where we've been told the classic "sorry" speech, but nothing to make us feel a valued customer and to acknowledge their mistakes and try to resolve the issue and make up for their mistakes. We've been told that sorry is the only think that they can do, and if we are unhappy, we can return the product. Since then, we've been in contact with the Hook distribution centre, the Brentford Store Manager and the New Malden Store Manager and unfortunately, we still find ourselves seriously considering to return the damaged sofa, as the situation is getting worse and worse and we feel nothing like a valued customer that spent £1,300 in their premium wannabe store. There's no follow up, no complaint management in place and definitely problem solving there's not their priority. They prefer to have unhappy customers that rant their frustration on social media, rather than trying to prove that they are really sorry for all the issues caused by them and do something about it. A happy customer will bring maybe few other customers, but an unhappy one will definitely push away much more customers.... Avoid if possible, as only problems will encounter."