DFS Furniture - Nottingham Omdömen 

Staff were friendly and helpful as soon as we walked into the store
Earl was great at explaining our purchase and everything we needed to know
Brilliant experience

Very helpful and welcoming.

Denis was absolutely great spent time with us going through everything, couldn't do enough for us. Great experience would recommend going there for your sofa.

Excellent customer service from Earl, very helpful in finding what we wanted with sizes and style.

Excellent customer service.

Amazing customer service. Dennis was absolutely professional and supportive. I’d definitely recommend DFS to friends and colleagues.

We dealt with Lee and I can honestly say that we bought our sofa because of him. He took the time to listen to what we wanted and never tried to over power us with sales. He was a breath of fresh air and excellent at his job. Approachable and not dressed like your usual sales person. I know that sounds daft but it just broke down that barrier straight away. An asset to DFS and his profession. I would highly recommend lee to deal with as he is very detailed and gives you all the information you need.

I have been going here for the last fifteen years because I like the sofas good quality and the salesmans and salewomans are plight and helpful, and they don't bother you until you need help

Good relaxed environment and knowledgeable staff who explained all the aftercare products and furniture extremely well.
No hard sell and great service

Really helpful staff member who explained everything to us

Excellent customer service. Lee and the other customer assistants we're really friendly and helpful, helping me reach a decision without any pressure. Also, lovely coffee.

I had very helpful advice from the staff who clearly explained how to look after the sofa I purchased. Very professional, no hard sell, and prepared to give me all the time I needed to make a purchase.

The customer service was excellent. Product quality and variety were very satisfactory.

The staff were great and we got the product we were looking for.

Very disappointing experience with DFS Nottingham and DFS customer support.

We purchased a large ivory sofa from DFS less than 3 years ago, costing approximately £1,600. At the point of sale we were also sold SofaCare and DFS cleaning products. The aftercare process was explained to us as follows: try to remove stains ourselves first using the recommended products; if that did not work, alternative products could be sent; if those did not work, someone would attend to clean the sofa; and only if that was unsuccessful would replacement covers be considered.

That is not how this has worked in practice.

Over time, after using the DFS-recommended cleaning products, the sofa has developed visible water/tide marks across the fabric. These were not immediately obvious after one use — they built up gradually. The sofa itself is structurally sound, comfortable and otherwise in good condition, but the appearance and resale value have been badly affected.

When I first raised this, I received a phone call where I was told DFS were not aware of this being an issue with their products unless too much product had been used, while also saying they were not accusing me of doing that. The solution offered was discounted replacement cushion covers at £35 each. I asked for everything to be put in writing and escalated as a formal complaint.

I explained that my complaint was not simply that I wanted new covers. My complaint was that SofaCare and the DFS cleaning products were sold as the appropriate aftercare route, and following that route has left the sofa visibly marked. I also explained that if every small stain needed to be raised individually through SofaCare before attempting to clean it ourselves, this was not made clear when the cover and products were sold.

DFS responded by saying the £35 covers were a reduced price as a gesture of goodwill and that the products are tested to perform to the expected standard. That did not address the points I raised. I asked for a proper financial remedy, such as free replacement covers, a partial refund/price reduction, a goodwill payment, or a final response/final viewpoint letter so I could escalate the matter further.

DFS then asked whether a technician had assessed the sofa - that's all they asked by the way - no acknowledgement of the point I have raised whatsoever. I agreed to this promptly, stressing that I am leaving the country in the first week of July and time is extremely limited. Since then, I have received further phone calls rather than clear written updates, despite asking for everything in writing. One call said the appointment could not be booked and needed to be sent back to customer service. Another suggested an appointment may have been booked for 24 or 26 June, but I still have no written confirmation of the date, time, purpose of the visit, or what the technician will be assessing.

During one call it was also mentioned that the technician would be able to price replacement parts, which is not an acceptable complaint resolution. I am not looking to pay for replacement parts after following the DFS-recommended care route. At this stage, there is no realistic time left for meaningful action to be taken before I leave the country.

The complaint handling has been extremely poor: repeated phone calls during working hours, no clear written confirmation despite requests, no actual complaint resolution, and no final position letter. I am now only interested in monetary compensation or a final written response so I can escalate this properly.

There were issues even at the point of sale, including the finance application being put through with the wrong date of birth, which in hindsight should have been a warning sign.

Very poor aftercare for an expensive sofa, and deeply frustrating customer service.

Very helpful staff and service

The person who dealt with us was very helpful

Very informative shop assitant fridges considered my needs and views advised well.

Answered all questions offered information have good advise according to needs

The best customer service I have ever seen friendly and helpful