DFS Furniture - Nottingham Anmeldelser 

Very disappointing experience with DFS Nottingham and DFS customer support.

We purchased a large ivory sofa from DFS less than 3 years ago, costing approximately £1,600. At the point of sale we were also sold SofaCare and DFS cleaning products. The aftercare process was explained to us as follows: try to remove stains ourselves first using the recommended products; if that did not work, alternative products could be sent; if those did not work, someone would attend to clean the sofa; and only if that was unsuccessful would replacement covers be considered.

That is not how this has worked in practice.

Over time, after using the DFS-recommended cleaning products, the sofa has developed visible water/tide marks across the fabric. These were not immediately obvious after one use — they built up gradually. The sofa itself is structurally sound, comfortable and otherwise in good condition, but the appearance and resale value have been badly affected.

When I first raised this, I received a phone call where I was told DFS were not aware of this being an issue with their products unless too much product had been used, while also saying they were not accusing me of doing that. The solution offered was discounted replacement cushion covers at £35 each. I asked for everything to be put in writing and escalated as a formal complaint.

I explained that my complaint was not simply that I wanted new covers. My complaint was that SofaCare and the DFS cleaning products were sold as the appropriate aftercare route, and following that route has left the sofa visibly marked. I also explained that if every small stain needed to be raised individually through SofaCare before attempting to clean it ourselves, this was not made clear when the cover and products were sold.

DFS responded by saying the £35 covers were a reduced price as a gesture of goodwill and that the products are tested to perform to the expected standard. That did not address the points I raised. I asked for a proper financial remedy, such as free replacement covers, a partial refund/price reduction, a goodwill payment, or a final response/final viewpoint letter so I could escalate the matter further.

DFS then asked whether a technician had assessed the sofa - that's all they asked by the way - no acknowledgement of the point I have raised whatsoever. I agreed to this promptly, stressing that I am leaving the country in the first week of July and time is extremely limited. Since then, I have received further phone calls rather than clear written updates, despite asking for everything in writing. One call said the appointment could not be booked and needed to be sent back to customer service. Another suggested an appointment may have been booked for 24 or 26 June, but I still have no written confirmation of the date, time, purpose of the visit, or what the technician will be assessing.

During one call it was also mentioned that the technician would be able to price replacement parts, which is not an acceptable complaint resolution. I am not looking to pay for replacement parts after following the DFS-recommended care route. At this stage, there is no realistic time left for meaningful action to be taken before I leave the country.

The complaint handling has been extremely poor: repeated phone calls during working hours, no clear written confirmation despite requests, no actual complaint resolution, and no final position letter. I am now only interested in monetary compensation or a final written response so I can escalate this properly.

There were issues even at the point of sale, including the finance application being put through with the wrong date of birth, which in hindsight should have been a warning sign.

Very poor aftercare for an expensive sofa, and deeply frustrating customer service.

Very helpful staff and service

The person who dealt with us was very helpful

Very informative shop assitant fridges considered my needs and views advised well.

Answered all questions offered information have good advise according to needs

The best customer service I have ever seen friendly and helpful

The customer service was great the way how sally explained everything very satisfying and professional she is very friendly and convincing as well I thank people like her deserve more appreciation.thank you so much sally.

Very welcoming on entering the store then after a walk around the store Ellie a salesperson asked if she could be of any assistance, as we were struggling for choice between 2 sofas so we sat down and discussed the fabrics and other qualities of each sofa in which she was very knowledgeable.. We made our choices and can’t wait to take delivery.

Great shopping experience.

Thankyou DFS

Thanks Ellie

Earl the salesman was very professional and funny even had my elderly mother cracking jokes snd laughing.great customer service

I were well looked after and l can recomendDFS to any one

Earl was great from start to finish!!

A last minute decision my old sofa was causing me lower back issues so I decided to visit my local DFS to look at the options...I wandered around for a few minutes looking at the vast display. I was approached by Derek who asked if I needed any help...I explained what I needed and the rough dimensions of my requirements ie a single seat and 2/3 seat sofa...He was professional and allowed me to view a few options, and explained the benefits of each option. After several tries on options I decided on a reclining option...Interest free credit and an express delivery option made the decision easy....Full marks no pushy sales tactics...just an honest salesman doing their job and putting the customer at the heart of the sale..

Very good customer service by the salesperson in the store

Ellie was great. We sat and tested the soa together. She explained everything clearly and organised delivery for when it suited. Thanks

Lovley customer service and discount given

Entered your showroom at nottingham Castle marina and was greeted by Earl. Very friendly and chatty made you feel at ease not pressured into anything. My daughter explained what she was looking for and Earl kindly shown us a few options with good explanation & detail and very helpful, answered all questions we had. Pleasant visit/sale. Earl is a fantastic salesman :)

Great service at the Nottingham branch by Lee.
Very friendly, and full of information which helped us choose our new sofa.

We were helped in store by Earl, he was very helpful and very knowledgeable, polite and great customer service. 10 out of 10.

Excellent service today

Really great experience 10/10 customer service, Dennis was really helpful throughout the whole sale process.