DFS Hanley,

Cobridge Road, Hanley, Stoke-on-trent ST1 5RE

"Ordered a Sofa online and it arrived 6 weeks later. When we unwrapped it it was damaged on the back and the legs on the sofa were incorrect and did not match the legs on the chair. Notified DFS straight away and wrapped the sofa back up. I was advised I would get a call back. Apparently only the store can call you back even though I bought it online and have never been near a store, but it has now been 5 days and I am yet to speak to the store!. I would just like to arrange collection as I would like to reject this sofa as it is faulty. You just cannot get through to someone with any authority to deal with the issue, can only get through to call centre staff who do not have the authority to deal with a customer issue. So frustrating. I am happy to return the sofa to the store if that make life easier for you."

"My review is purely based on the in store experience, as I am still yet to receive my furniture. Shocking is the only word for it. Only saw two staff in the whole store (or 3 if you count the man that would not come out of the office and even acknowledge there were customers waiting). Took over 40 minutes to actually get someone who was free so we could place our sofa order. We very nearly just left and gave up. Store was not even overly busy, maybe 8-10 family's browsing. For a Saturday afternoon the staffing levels were atrocious!"

"Awful store!! Been trying to get replacement seat interiors for months! Don't reply to emails for weeks on end. The Dudley store ended up calling to answer my queries in the end. They told me I had to go in store to make the order, get to the store they haven't got a clue what's going on because the notes on the system weren't updated! And now it's been ordered they can't tell me how long for delivery. Should have driven to Dudley!!"

"We bought a footstool to go with our new sofa for around £300 and after a month or so the material on the footstool started to rip and tear away from the stool. In November someone came to visit and said it’s a right mess and that the quality was really poor. He ordered a new part for us with an estimated delivery of 4-6 weeks. It’s now 13 weeks with no updates, I’m continually calling to chase for updates, for the past 3 weeks I keep getting told that within 48 hours I’d get a call to organise delivery and it’s not happened. I’ve chased for updates every 2-3 days for 3 weeks now and get told the same old thing “somebody will call you within 48 hours”. Had a chat with the service manager from this branch who told me it’s now a priority and an email has been sent to chase and somebody would call….2 days later and nothing. It’s coming to a point where I’m going to take the stool back to the store and get my money back as we can’t use it Customer service is shocking, quick enough to take money but when somethings their issue they drag their feet and fob you off. Formal complaint is being written and a visit to the store will be happening this weekend"

"So after the below the manager Stuart called me on Boxing day. He apologised and said he didn't know what had happened and would contact the warehouse. Monday afternoon heard nothing back so went into the store. Spoke to the Stuart he said the warehouse had located the sofa's and would contact me but it was out of his hands, "I wasn't happy with the out if his hands response". After basically telling Stuart if i don't get a call back today I'll be down the store again and drag a sofa out. I then got a call around 45 minutes later from Stuart saying the warehouse have called and said they will hopefully deliver tomorrow (Tuesday) if they can get an hire van or definitely Wednesday (today) and i would get a call on Tuesday to confirm a time, but give them until the afternoon because the administration doesn't start until 10am. We had no call so called them around 3pm asking to be put through to Stuart. Service advisor said the store line was ringing out. Called at 5pm the same response and the advisor said that nothing was on the delivery list. Fuming again!!!!!!!! If I don't get a call this morning it's back down the store and I want to speak to the area manager, a formal complaint is going in, Trading Standards are being contacted and i want my money back with compensation for the absolute stress and time this whole farce has caused. Not happy again !!!!!!!!!!!! Ordered sofas the beginning of September promised they would be here for Christmas. That's why we ordered them. Contacted a few weeks ago to be asked if we wanted the cuddly chair delivered " no, why would we have half delivered". Rang last week to be told "yes they both will be here for Christmas" Called them on Monday to be told the main sofa is in a container in Europe. They called Tuesday to say all the order would be here yesterday. Delivery man turned up with just the 2 seater cuddly chair. Told him I want all the order so he took it away. Called customer services couldn't speak to a manager because "the stores are shut until boxing day". Customer services said it is showing that all the furniture has been delivered, "Well it is isn't" Told the delivery bloke wasn't answering and they will email the warehouse saying it's urgent but wouldn't give me the number. Cut off 3 times while on hold with customer services and also told they were open until 9pm when I called and they shut at 8pm. Fuming it's Christmas eve and we have nothing to sit on. I'll call them this morning but not holding much hope. Disgraceful, customer services is shocking and I certainly will be taking this further and will definitely be down that store boxing day if they don't get me some sofa's today!!!!!!"