DFS Furniture - Crawley Avis 

Zoe, was very attentive and approached us to ask if we needed any assistance. We asked for information on the two settees we were interested in, although being her first day she was very knowledgeable. Zoe made our first DFS purchase experience at ease . It was so good we decided to make the purchase there and than rather coming back at a later date!

UPDATE. DFS as written below by them did and gave the usual spiel about how they agree, and they said they have found this was unacceptable and the delivery should not have changed and we would as was guarenteed as a promotion at the time of purchase still get the sofa delivered before Christmas!!!!!! . CHRISTMAS EVE NIGHT and NO SOFA. It just validates how poor their customer service is. Again once they have the order, they don't care. So Merry Christmas DFS hope you enjoy having your family sitting on a nice comfy sofa while you ruined my Christmas and I am scrambling round to find something. I don't even have the sofa yet and have no great expectations. If their product is a good as their customer service then it will be pretty awful.
I WILL AVOID EVER USING THIS COMPANY AGAIN. YOU MAKE UP YOUR OWN MIND!!

DFS poor customer service. INITIAL COMPLAINT

Watch out for costs not discussed added to final order (furniture fabric cleaner) 39.00 and never mind trying to sort it out to get it back. Very dissappointed with DFS as I haven't had the sofa and won't be getting it for Christmas advertised as guaranteed if i ordered on that day. I mean how very dare I request a refund, which they said prompted a new order, advised no change to the delivery date. Now arriving in 2026!!!!! Was it ever going to arrive before Christmas, maybe only Santa and his wee elves know LOL. 🤔 is a bit of a fairy lala land story. Lesson learned. Very, very disappointed Just another sale in the bag to them.

DFS have followed up since I posted this and advised that allegedly the sofa will be delivered before Christmas. The proof is if it turns up??. Given the communication so far, I am pretty skeptical. I will update the status

Ordered two sofas in store, neither were available to see or inspect. The wrong size sofa was delivered. They claimed it was what I ordered. Customer service was awful. I was so frustrated wrote to the CEO got nothing from that.
The sofas are a terrible design, wires sticking out the back, which can’t be tucked underneath, they are a trip hazard and don’t comply with health and safety. The material is all puckered and doesn’t lay flat. I am told I have no rights even though I claimed within 14 days, because I ordered in store, but I didn’t see or try the goods because they were not available.
I am taking them to the furniture ombudsman, such a terrible company to deal with. They say a company is as good as how they deal with complaints, well trust me don’t buy from DFS because the way they deal with problems is abysmal. Can’t talk to anyone, they just say we will be back to you in 72 hours. and that’s if you’re lucky. I will never buy from this company again and recommend you don’t either. It is pointless ringing customer services and there are no options. Another problem I have with the order, they gave me two order numbers and to track my order I was unable to access my order, The company have replied and this is exactly the problem I have. Because I have more than one order number, they say they don’t know who I am. A company is always good when you are ordering and taking your money. A company proves itself when things go wrong, and DFS have awful customer service. If you are in any doubt about ordering from them may I suggest you look at the Facebook page DFS Complaints, where you will see all the problems people are having with this company. They are so unhappy they have started a group.

Paula was undergoing in-house training. She was most polite, helpful and knowledgeable. I had quite a tricky order, but it was dealt with timely and efficiently. With Brook listening and helping where required we soon got the order built and processed. Many thanks to both again :)

Didn't feel rushed and got what we wanted

My sofa order arrived with the footstool missing. We had to rearrange another date for collection, which meant another day stuck home waiting for the delivery. I also ordered the exact same sofa I had previously as we were quite happy with the design and value for money, however we noticed this sofa, although looks identical to the old one, was in fact hollow at the back, making it feel very fragile compared to the old version. Price has gone up, but it seems the materials used have been skimped on.

Having a physical store nearby to visit truly made the difference. Being able to try different sofas in person and being able to talk to someone face to face! We do all other shopping online but, this definitely needed to be done in person.
We met a lovely member of staff who assisted us over 3 days of hard thinking! She was very knowledgeable and really did hear all our different needs regarding a family sofa.

Pleasant, helpful, thorough.

The advisor was very helpful and explained everything to us

Tom was great he was very helpful with everything

lovely experience warm receptions from top and daren

Wonderful experience, we kinda knew what we wanted but filling up applications for finance was very easy and lady’s were so friendly and welcoming.

The lady that helped me was very friendly and helpful

Service was absolutely fine, what was disappointing is we was offered free delivery & told to come back when black Friday sales start. So we did & they wouldn’t honour the free delivery & was then told we could have paid full price 3 weeks ago and then if it wasn’t delivered by the time the sale price went out they would have refunded the difference anyway. So we missed out on guaranteed Christmas delivery & free delivery.

I will give 5 stars because already my two friends gave "best review ".
I also impress the staff kindness because my first language was urdu . She speak very nicely and easy words so I can understand.

The lady who assisted was amazing (Brook). No question was an issue to answer. She made everything so seamless. She’s an amazing asset to your company

The lady that served us was lovely helpful explained everything perfectly lovely lady to talk to brilliant service 10 out of 10

Staff were great everything clearly explained and nothing was too much trouble.

I couldn’t be happier with my experience at DFS Furniture - Crawley. From start to finish, the customer service was exceptional — friendly, professional, and genuinely helpful. The staff member took the time to understand what I was looking for and helped me find exactly the right pieces for my home.

Thank you for making the whole process such a pleasure!