DFS Hove

"My experience with DFS has been poor at every step of the process. The sofa was delivered with manufacturing failings (a socket to screw the leg in had not been drilled out and fitted). It also arrived missing a leg and with rips to the fabric. So far, I have called every day (3 times on day of delivery) and each time been promised a manager call back. A week on, still no call back. To add insult to this, they started the finance agreement to pay for it, even though on the day of delivery I had requested they make sure they do not do this and they agreed. Looking at their Directors structure, they don’t even have a director of or senior person accountable for customer experience, which really shows. My partner is autistic and suffers with extreme anxiety triggered by disruption to routine. The sofa was left blocking the room in which he usually spends most of his time. I asked two advisors that I spoke with if DFS had any type of vulnerable customer process or way to escalate, one just said no, one said “we don’t, but we probably should.” I ended up having to move the sofa myself, after calling to check I was permitted and that they wouldn’t try to blame me for the damage it had at the time of delivery. It’s now sitting in the kitchen, desperately waiting for someone at DFS to call me back and do something about it!"

"Nice showroom, clean and easy to navigate. Greeted by friendly staff when you enter. My partner and I chose a sofa and began the process of purchasing with a member of staff. We chose a sofa and matching foot stool. The staff member was friendly enough but very pushy, to the point it started to feel a bit disrespectful and uncomfortable. We declined purchasing a rug on the day because we hadn't chosen paint colours ( moving house) or a size yet, but she became insistent on selling us one. We firmly but politely declined, but she continued to push, until we made it a clear no, and she rolled her eyes and pulled a face! She then tried to sell us the pads that go underneath the feet on the sofa and again we declined as we are trying to save money. She pushed that with finance, it would be hardly noticeable on monthly payments. We again declined, with was followed by another eye roll and a comment along the lines of "Well, I tried, if you say so". Moving on to care packages, which again we declined, as we are a child and pet free household and are both careful with our belongings, we felt it wasn't a necessary add on for us. Again she rolled her eyes and pulled a face. We both started to feel a bit uncomfortable and just wanted to buy our sofa and leave! We finally finished the payment and finished up, where she finished by telling us that when we get the text survey for her, we should give her above an 8 as she'd been so helpful, and that it would negatively affect the other staff members if we have anything lower! I felt that the whole interaction was pushy and uncomfortable, and the face pulling at our decisions for our sofa was unnecessary and rude. Won't be returning to this store again for future purchases."

"Mark the senior salesman was very helpful in the initial sales and the sofa was delivered as promised before Xmas 2022. Although there was a slight problem with the sofa bed , the store manager Paul went more and above his job and fixed the problem on-site on a Sunday afternoon. Very appreciated the excellent pre and after sales service. Definitely 5 star service!!!!"

"We bought 2 sofas from DFS more than 20 years ago and have been very happy with their quality so this was our first choice when looking for new ones but disappointingly, sofas here these days are overpriced and all style over substance. Everything we tried out had little or no support in the seat cushions. You can get better value elsewhere"

"Never thought I would buy a sofa from here buy managed to find some Grand designs sofas that fitted the bill . Lots of choice here and some knowledgeable staff , how did try the hard sell . No toilets or refreshments . Store it self a bit messy with things not made up or set up . Ordered 2 x sofa s will keep,you posted to see if they arrive in time scales 10 weeks ."