DFS Furniture - Brent Cross Recensioni 

I spent just under £4000 with DFS (Brent Cross branch) expecting a professional and reliable service. Unfortunately, what followed has been one of the most frustrating customer experiences I’ve had.
The issues began when I contacted customer service to reschedule delivery. The agent I spoke to (Naven) was rude, dismissive, and repeatedly spoke over me without listening. I clearly explained my request and acknowledged their delivery limitations, yet this was ignored. I was also given incorrect information regarding email confirmations, which I later found to be untrue.
When I escalated the issue, the assistant store manager Aaisha's response was equally disappointing. Instead of addressing the poor behaviour and misinformation, the conversation kept being redirected to delivery lead times—which was never the issue. I was made to feel as though I was asking for an unreasonable favour for a short delay. At one point, I was even told that keeping the sofa in their warehouse could risk damage, which felt unnecessarily alarming and inappropriate.
Because of this, I had to rearrange my plans and accept early delivery to avoid the risk mentioned—making their so-called “goodwill gesture” meaningless.
Unfortunately, the delivery itself made things significantly worse.
The delivery person- Mike handled the sofa very carelessly:
Zippers were broken on two units
He was kneeling directly on the new sofa while assembling it
A screw was dropped inside one unit and left there
One sofa leg is missing a rubber support
Units were not properly connected (rear clips left undone), and I was incorrectly told they were secured
One unit is not even sitting level, with a leg hanging in the air, making it unsafe to use
This is unacceptable workmanship and basic lack of care for a brand new product.
To make matters worse, no one has followed up to resolve these issues despite being told someone would.
Overall, while the initial in-store experience with Jess, was good, it has been completely undermined by poor customer service, misinformation, careless delivery, and lack of accountability. The situation was further worsened by how the complaint was handled at manager level.
I have escalated this and expect proper resolution. If not, I will consider taking it further.
Very disappointing experience.

FURTHER UPDATE:-29/04/2026

Hi Holly, Thank you for your response.
Yes, I have now been contacted by the Milton Keynes store and an appointment has been scheduled for 13th May to address the issues with the sofa delivery and assembly. I have been informed that this is the earliest availability due to fully booked diaries.

However, I would like to highlight that I am still awaiting any meaningful update regarding the escalation of my original complaint—particularly in relation to the inconvenience caused, the poor customer service experience, and the significant amount of time and effort I have had to spend chasing this matter, from rescheduling the delivery to now dealing with the consequences of a substandard installation.

It is also important to note that this response and contact from DFS only came after I raised this matter publicly on Trustpilot. Prior to that, I was repeatedly chasing updates myself and was given multiple assurances of callbacks and follow-ups that never materialised. No one took ownership or made any proactive effort to resolve this.

At this stage, while a repair appointment has been arranged, there has been no acknowledgement or resolution of the overall experience. For a purchase of this value, the service I have received falls significantly below expectations and is certainly not reflective of a paid delivery and installation service costing £129.

I have been advised that I should receive a further update by the weekend, so I will wait to see how this progresses. However, if this is not resolved satisfactorily, I will have no hesitation in taking this matter further.

Great service

Ayman is an amazing member of staff. Be had the utmost patience and did not rush us to decided. He so gave his input and showed us alternatives. He ws very knowledgeable about products and made us feel at ease. He was also hospitable and provided us with hot chocolates whilst we decided on our sofas. Highly recommend if you'd like good quality sofas for a great price and excellent customer service.

Customer service

The gentleman I forget he is name but he was the best nd he make everything easy for us he was the best

Great experience and interaction

Dfs the best quality ever we try before it’s the best

We had a very good experience at DFS. Mr Ibrahim was especially very helpful and friendly. He explained all the sofas we liked in detail and answered our questions patiently. The service was excellent and we felt very comfortable. I would highly recommend DFS

The sales assistant was very welcoming and explained the process and accompanying product in a manner that was easy to understand and a she was not pushy when presenting products

The assistant was so patient, providing excellent customer service. Very happy and grateful

Sophie was absolutely brilliant and knowledgeable. She went through everything clearly, and made it a pleasure to purchase from DFS. Highly recommend!

I have not come across such helpful, polite staff in a very long time. You were not rushed to make a purchase left to look around to see what would meet your needs. Excellent customer service. Thank you. I would also like to say a big thank you to Ayman Noah and the Managers excellent service. Ayman was so understanding when l was unsure which sofa suited my needs best. He did not push me to buy unless l was totally happy for which l thank him. On my return to DFS l found what was best suited to my back issues. I also would like to thank all the staff who walk around with a lovely smile and so polite. Will done DFS

The customer service team is very friendly and helpful

Jaz was great , really took her time to ensure our purchase was right for us and went beyond to give us excellent customer service.

absolutely fantastic friendly, patient, and really knowledgeable. They took the time to understand what I was looking for and made the whole experience smooth and enjoyable. Highly recommend!

Vij helped us in the store, he was so helpful and professional throughout the process to get it all sorted.

Excellent experience, Brandon was first class, so very helpful talked me through every stage,

Picked up a lovely sofa from DFS in Brent Cross. Had a lovely cup of coffee and chin wagged with the beautiful Sabina, Ali and another staff.
They made furniture shopping interesting. And the coffee wasn't so bad either. Ofcourse, Ali did offer rice but it was bit early for me😊. Thanks guys

The lady who dealt with me was very pleasant and helpful. I was attended to very quickly. It was very easy to transact the business. A pleasant experience.