D S F Beds Carpets & Furniture

On the 10th of July, we ordered a sofa bed and a footstool from the brent cross store branch. On the 20th of August, someone from DSF called us to arrange a delivery date. It was set for the 1st of September. On the evening of the 31st of August, we received a text message with a time slot for our delivery for the following day. It was set between 08:28 and 11:28. I had to make work arrangements to be available during the morning for the delivery. Around noon I decided to track our order after our old sofa was collected. The website stated that our sofa was delivered. We were number 5 and they were delivering already number 11. This made no sense so I decided to call for clarification. At 12:49, after 38min waiting for someone to answer, a lady apologised for the delay and reinsured me that I would be next in line for the delivery. At 14:47, after 36min waiting on the phone, I manage to speak with Garry (that was reluctant to give his name when I asked again before hanging off). I could barely understand Garry and every time I was asking for him to repeat himself he would make it even worse. He manages to contact the warehouse and informed me that they didn’t receive my order! So there was no sofa to be delivered. He said the only thing he could do was to send them an email but that I would receive nothing anytime soon. I was furious and very unhappy! I wasted an entire day waiting for something I wasn’t going to receive. I work for the NHS and missing a day of work meant that around 40 to 50 patients that I see daily in the clinic, weren’t seen! I called again to try to speak directly with the brent cross store instead of the call centre. At 15:30 after another 29min waiting on the phone, Paul answered. It was the call centre again. I could understand Paul better than Garry so I run everything with him once again just to make sure everything was clear. I manifested my unhappiness and will to make a formal complaint. Paul explained that the warehouse didn’t receive the sofa but you weren’t aware of this so you programed the delivery anyway. How can this happen? How can a company mislead someone to receive something they don’t have in the first place to deliver? Paul tried to excuse this with Covid… but after almost 2years since the start of the pandemic, this is no longer a valid explanation or excuse for incompetence. We all had to adapt guaranteeing that clients are not suffering because of external factors. Even if Covid delayed things you should have informed the client instead of misleading and lying to people. I remind you that the lady on my first phone call reinsured me I would be next in line! How can someone lie to clients like this?After losing a whole day from work (was suppost to be only a morning), after all the misleading information, time wasted and money spent on numerous phone calls; because my old sofa was already collected on the day that you were supposed to deliver yours (me and my family and now seating on the floor) and because there is still no prediction on when this will be sorted, I wish a serious compensation at this stage. I´m very unhappy and extremely disappointed. I feel disrespected and you lost all my trust in your services. I believe other future clients need to be made aware of this problem.

If you can take a picture of your favourite carpet show Hussain and he can get you it cheaper

Very unreliable too many broken promises

Really good Customner service. Ordered a lovely grey double bed, with 4 storage drawers.Very polite salesman. No silly haggling.Was in and out the store fast.Bed was delivered on time as promised.Very happy with the bed quality too