DFS Giltbrook

Very Poor aftersales service. Faults reported to the delivery guys who took images, and said they would report, and someone would be in touch quickly. No contact from anyone.Heard nothing for 2 weeks. I called and emailed, with images of faults.Engineer visit arranged for 3 weeks later ( must be busy ).He arrived, pushed, pulled, levered the back of the settee, and said it was in tolerance. Will let you decide from the photos attached.Said someone would be in touch. Nothing for several days,.I had to call again. To be told someone would be in touch within 24-48 hours. Again nothing.Called again.. told the branch manager would call me when he was next in, which was the following Saturday pm. Again nothing.Nearly 8 week after delivery now..Went onto their website and emailed complaint again. Asked them to collect this order £4500 and cancel the one i have on the system for another suite £3500. No response.Then i get a phone message ( horay!!), asking me to call. No name, no number left in the message... so back to square one through the customer services line". I ring them

If I could give DFS zero stars then I would. This has been the worst experience of customer service I have ever experienced and I have written a lengthy review to avoid others from making the same mistake we did. Avoid DFS at all costs and go with another company.To cut a long story short we have now been waiting 14 months for a simple cushion cover since we noticed a manufacturing fault in the original cover. DFS have sent out 3 replacements so far all of which have been the wrong size (you couldn’t actually make this up!). Every time there’s been an incorrect sized cushion cover sent out we have had to waste our time going back into the Giltbrook store to request a new one and then wait several weeks for a new one to be delivered only for the same thing to happen again. The last time this happened the fitter from DFS who dropped the third wrongly sized cushion cover off then decided he would take the new cover along with the faulty cover to one of the DFS factories so they the new large cover could be cut to size. He said this would be done in 2 days but one week later we’re without the old and the new covers and our sofa looks like this (see photo). We’ve since founded out that what this fitter did was against protocol and he shouldn’t have taken our old cover.We have our fourth (yes that’s right, fourth!) replacement arriving in 2 weeks apparently and I fully expect that this once again will be the wrong size as DFS just can’t seem to get this simple thing right.No one seems to want to take responsibility and not once have we been given a fully comprehensive explanation as to how and why this mistake is reoccurring.Getting no where with the communications via the store, we have requested that the area manager calls us to explain what’s going on but we’re told that that’s not possible. I would find it hard to believe that a problem as significant as this wouldn’t get escalated above the store manager but nothing seems unbelievable with DFS.So please don’t waste your time, energy and money. One thing is for certain, if you do order a sofa from DFS and there’s a faulty with it you’ll spend a great detail of your time trying to rectify what the problem.

We bought 2xrecliner chairs in oct which as turned out to be a load of rubbish the worse recliners by laZboywe have ever had they came out tightened a couple of screws and went will not buy anything more from scs

The staff of this branch are very kind and helpful, but the CS is totally unacceptable.We bought a sofa and dining table in the middle of January. The dining table has not confirmed the delivery schedule even though we called CS. We have sent two emails but never got any reply and called CS at least 4 times. Every single time, they say they will call back the next day but never happen. Until now, we are sitting on the floor and have food.Never think DFS will take care of your order after you have paid.

I never write reviews but because of how terrible my experience has been I deem it fair to put it out as a warning to anyone planning to buy with DFS. This has to be my worst experience in furniture buying. There has been a string of errors for an order placed in the beginning of July which apparently will not be delivered before November. Everything is blamed on the ‘system being confused’ - not sure what that means. I would really encourage you to not get swayed by the so called positive reviews. You will only keep calling customer service to repeat yourself day in day out, will never get a response from the store and your product will either be delayed or assigned to someone else with no explanation. I am still seeking resolution for my order and wish I wasn’t stuck with them to see this through but I strongly advise against purchasing with DFS. There are much better companies with a LOT better customer service and transparency.

Ordering with DFS has been a nightmare. We have had issues with the finance company and although it's always quite easy to get in touch with DFS customer service (and they are all very lovely), the right department (either cancellations or the Giltbrook store) never call back.We ordered 7 weeks ago now and the finance company are still having issues with confirming our order and because of this our order is getting constantly delayed. We have no clue if/when our order is being delivered, despite almost daily calls to DFS. It's impossible to get a straight answer as both companies (the finance company and DFS) keep blaming each other. They also make it incredibly difficult to cancel your order.Staff are unsurprisingly very nice to you in store and make everything seem easy, but once you're out of the door they could not care less. Go elsewhere if you value your sanity.Update 9.9.22: DFS cancelled my order in the background without confirming this with me (I had asked them to do this, but they said they couldn't that day and would call back but didn't - I found out by calling them).Overall, fully shocking service. Complete waste of 7 weeks. Little shout out to Harry from Giltbrook though, and a couple of the customer service reps on the phone, who were all very lovely, understanding and helpful. Overall though, 1/10 for DFS. -10/10 for Creation (so if they try to get you to use Creation for your finance, say no instantly and save yourself weeks of drama).

Went previously to look at settee a chair,returned to order it.couldn't find a member of staff(the couple we did see were with customers. When we found one he got the order wrong luckily partner noticed the mistake. We paid extra for firmer cushions. They do have foam in as stated but are not as firm as we were lead to believe that they would be and they give me terrible back ache so will have to buy foam to make cushions firm