DFS Hove

Nice store, awful customer service. Numerous members of staff in the store but not once was asked if I needed help, had to use the website whilst in store to find information and ended up leaving as I'm going to spend my money in a store where staff didn't seem to care.
Apr 29th, 2023

Me and my fianc went in to look for a sofa for our new place , we were treated with no form of respect or even acknowledged or even asked if we needed any sort of help. Every other customer was greeted and offered help almost immediately. Im assuming its because were young. If you want a sofa just go to Sofology a few doors down and youll be greeted with a warm welcome and more advice than you could ask for.
Apr 19th, 2023

Very friendly service, knowledgeable and no hard sell involved
Mar 24th, 2023

Feb 11th, 2023

My experience with DFS has been poor at every step of the process. The sofa was delivered with manufacturing failings (a socket to screw the leg in had not been drilled out and fitted). It also arrived missing a leg and with rips to the fabric. So far, I have called every day (3 times on day of delivery) and each time been promised a manager call back. A week on, still no call back. To add insult to this, they started the finance agreement to pay for it, even though on the day of delivery I had requested they make sure they do not do this and they agreed. Looking at their Directors structure, they dont even have a director of or senior person accountable for customer experience, which really shows. My partner is autistic and suffers with extreme anxiety triggered by disruption to routine. The sofa was left blocking the room in which he usually spends most of his time. I asked two advisors that I spoke with if DFS had any type of vulnerable customer process or way to escalate, one just said no, one said we dont, but we probably should. I ended up having to move the sofa myself, after calling to check I was permitted and that they wouldnt try to blame me for the damage it had at the time of delivery. Its now sitting in the kitchen, desperately waiting for someone at DFS to call me back and do something about it!
Mar 26th, 2023