DFS Furniture - Aintree Recensioni 

Here is my letter I wrote to DFS but have still not had a formal response.

Re: B4Y4ZL894 Formal Complaint – Continued Mishandling of Order and Inadequate Complaint Resolution

Dear Customer Relations,

I am writing to formally escalate my complaint regarding my DFS order, as the handling of this matter continues to fall well below the standard I would expect from a national retailer.

As you are aware, my order, placed on 12 May, was originally scheduled for delivery on 30 June. Instead of being delivered to my home, the furniture was mistakenly delivered to the Aintree store, where it was assembled by staff who believed it was intended as display furniture. I was initially advised that I could hire a van, at my own expense, and transport the assembled furniture home myself. I quite rightly refused and requested that my order be remade.

I was first told the replacement would take approximately two to three weeks. That estimate then increased to seven weeks, and I have now been informed that I face a further ten-week delay.

Since submitting my complaint, Jack from the Aintree store—the same individual whose handling of this matter formed part of my original complaint—contacted me on three occasions from a withheld telephone number. On two occasions he left voicemail messages asking whether I wished to cancel my order. On the third occasion I answered the call only to find it was Jack again asking whether I wanted to cancel because of the increasing delays. Given that my complaint concerned his handling of the matter, I found it wholly inappropriate that he remained my point of contact.

Following those events, the Store Manager has now contacted me. During our conversation, he advised that the matter had been investigated and that disciplinary action had been taken in relation to Jack. While I note that information, I have still not received any formal written response to my complaint explaining the outcome of your investigation or setting out DFS’s position.

The Store Manager then presented me with four options:

I could collect the furniture that had already been assembled in the store.
DFS could dismantle that furniture and deliver it to my home.
I could cancel the order and receive a full refund.
I could wait a further ten weeks for a newly manufactured replacement.
I find it extraordinary that two of the four options involve accepting furniture that has already been assembled, handled and effectively become second-hand through no fault of my own. I purchased brand-new furniture, not furniture that has been unpacked, assembled, dismantled and transported because of errors made by DFS.

Equally, suggesting that I simply cancel my order after months of waiting does not resolve the inconvenience and disappointment your company has caused. Having waited patiently since May, I should not be placed in a position where my only realistic alternatives are to accept compromised goods or start the entire purchasing process again elsewhere.

What continues to concern me most is the lack of ownership shown throughout this process. Despite the seriousness of this complaint and the significant failures that have occurred, no one from your Customer Relations team or senior management has taken responsibility for providing me with a formal written response. Instead, I have had to chase updates while the delivery date has continued to slip further away.

This has been an unacceptable customer experience from beginning to end. A £2,000 order has been mishandled, repeatedly delayed, and poorly communicated, leaving me with little confidence in DFS’s commitment to customer service.

I am therefore requesting:

A formal written response to my complaint.
A full explanation of how my order came to be delivered to the Aintree store and assembled in error.
Confirmation of the findings of your investigation.
An explanation of why I was repeatedly contacted by the individual who was the subject of my complaint.
Confirmation that any replacement furniture supplied to me will be completely new and unused.
Details of the compensation DFS intends to offer in recognition of the significant inconvenience, wasted time, repeated delays and poor customer service I have experienced.
I hope that someone with the appropriate authority will now take ownership of this matter and provide the professional response that has been lacking to date.

I look forward to receiving your formal written response without further delay.

Yours faithfully,

Peter M. Robinson

In short an experience no customer should have to put up with. Customer Service at its worst

Sarah, the sales consultant, was excellent in every aspect

I was contacted by Celine from the aintree store after leaving a review of my experience from this store on trustpilot she wanted to no why no one had been out to my property to inspect my sofa and said it was awful the way I had been been treated,she said leave it with me I will speak to my manager and I will phone you back??
I am still waiting that was a week ago

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Quick and easy

Matt was very helpful and friendly. He explained everything thoroughly and provided excellent customer service

Only took five minutes for the lady to do the paperwork and we were done fantastic service .

No hassle at all ordering a sofa Matt was so helpful, explained everything best service

Sales assistant was Sarah she was really helpful & pleasant
Really good experience and she knew answers to all my questions
Thank you

The lovely Celine, was very professional, friendly, incredibly helpful and knowledgeable. Very customer focused, a great shopping experience.

Matt was great explained everything, very clear, really nice guy, great overall experience

We have good experience and polite service the staff he was good.

Matt was extremely helpful and friendly nothing was to much trouble for him really nice young man

Order places waited over two months for them to deliver to the shop instead of my home by mistake. They processed to build the table in store thinking it was delivered for display. Had to reorder and was told it would be 2/3 weeks only to find out we are having to wait another 7 weeks. Can’t tell you how poor the service has been. Never again from DFS.

Excellent from start to finish

Staff member Celine was very good, left us to look around then when we were ready gave us all the information we required about the sofa that we had chosen, very pleasant. Aintree store.

Sarah from Aintree store was so helpful ,and made my purchase today seamless .

Completely stress free process both on store and when I then go boned to place my order. I have bought from Dfs before and the furniture quality is second to none. I love the fact the staff don’t put pressure to make an order straight away

Very friendly professional and efficient was Celine .
Very clear and informative

Good company to deal with great staff Mat was a pleasure this is the third time we have used dfs would recommend this company 👍