DFS Furniture - Cardiff Avis 

Jamie was very polite,knowledgable and friendly

5+ month wait! No communication either.
I ordered a corner sofa and large storage footstool from DFS on 16 November 2025 (paid in full). Their website clearly states that made-to-order upholstery like this should take 4–12 weeks.
It is now mid-April 2026 — that’s over 22 weeks and the sofa still hasn’t arrived. The latest tracking says it might reach the local distribution centre around 22 April.
I followed their instructions and called to book the delivery slot for 4 April. After I booked it, they changed the date to 22 April with no explanation.

A temporary sofa was never mentioned as an option during the entire long wait. Only after I specifically asked did they finally deliver one last week. One of the black leather pillows shows extensive damage — deep cracks, peeling, and chunks missing in a pattern that looks as though a dog has been chewing on it for some time. After waiting more than five months, this is not an acceptable “courtesy” replacement.
They did refund the delivery charge, which I appreciate, but it doesn’t make up for the rest.
What has made this whole experience even worse is the customer service. The call centre didn’t help at all. The store didn’t help either. When it finally went to the escalation team, they were condescending and told me I’d “had the right to cancel this whole time” — even though various other people at DFS had previously told me it couldn’t be cancelled. The constant contradictions and lack of help have been incredibly frustrating.

I’m extremely disappointed and stressed by the whole process. Months without proper furniture, broken promises, a damaged temp sofa that was only provided after I had to ask, and zero real support from DFS.

Excellent service and staff

Staff were extremely helpful and courteous. Have to wait due to "referral" with finance company.

Mike was very helpful throughout and very patient with us! An absolute credit to your team!

Friendly staff and lots of furniture to view except the ones we looked at online. Ended up buying a new sofa that had been ordered but cancelled and the delivery was then only two weeks . Was not expecting the £100+ delivery cost

Customer service was spot on, the sofa I wanted was not in store but the sales assistant helped me understand what it would feel like to sit on through another sofa in store and showed me colours & fabric on another sofa… this helped me to decide & make ky purchase.

Myself, partner and children visited the store today.
Zeena took us around the store and helped us decide on our new sofas. She asked all the right questions, was polite and so helpful with the whole process.

Zeena was very friendly and knowledgeable. Thank you for lovely experience.

I popped in on Saturday to check out if the store had something my wife would like. Vanna was really friendly and helpful. Today we met Sameera. Like Vanna Sameera was a pleasure to chat to. My wife and I have purchased 2 new super comfortable electric recliners. They come with a range of options and we’ve gone for adjustable headrests and full leather. Thanks to the exemplary customer service from Sameera and Vanna we had a great time. All options were fully explained and there was no pressure to buy. There is also a range of finance options to suit every budget. Thank you ladies for your help in choosing some furniture that we hope to enjoy for many years to come 😀

Allison was very knowledgeable about the sofa we were interested in and answered all of our questions about the different configuratios. She made the process seamless. Thanks.

Allison was absolutely lovely, helped us chose the right sofa and made sure everything was perfect for us. Amazing customer service and was very knowledgeable and helpful

Excellent service. Everything was explained clearly.

The staff in the cardiff Leckwith store were great

Mike was exceptionally knowledgeable and offered great advice to us when buying our sofas. Thank you for the great levels of customer service. I would highly reccomend, based on our experience.

Relaxed atmosphere excellent help and support where needed

Zeena was incredibly friendly and helpful from start to finish. I had done a lot of online shopping prior to coming in so had a good idea of what we wanted but Zeena still took the time to explain all the options so we fully understood what the benefits were.

Good advice- no pushiness

I'm
Waiting for an outcome of a requested cancellation due to not being given full
Information and purchasing wrong products. Upon the resolve I
Might be in a position to give a much better review

Very friendly knowledgeable staff made me fell welcome