DFS Furniture - Rugby Avis 

Maddy was really helpful and great to deal with. She took time to explain the options with detail and patience. Great ambassador for DFS. Thanks for your service Maddy. 👍🏽

Bob was great not pushing us to buy just listened

The gentleman was really helpful and not pushing a sale on us as we don’t like pushy sales men.

The lady that seen to us was welcoming friendly and did us a great deal for what we needed. Would recommend

We ordered our sofa from DFS on 20th January 2026 and were promised delivery within 8–10 weeks, with 12 weeks being the absolute maximum. We finally received the sofa on 14th May 2026 almost 17 weeks later.

The entire experience from start to finish was completely unacceptable and caused an enormous amount of unnecessary stress, inconvenience, upset and financial loss.

Throughout the process, communication was shocking. Customer services repeatedly gave false information and contradictory updates. Every time I phoned, I was told something different by someone else. Dates were constantly changed, only for us to later be told they were never actually “confirmed” dates at all, just estimates.

The dates we were given included:
24th March, 31st March, 14th April, then we were suddenly told the sofa was still in Spain and hadn’t even been completed. The delivery was then moved to 5th May, then “end of April”, then booked for 4th May, changed the next day to 3rd May, then changed again to 6th May, only for us to be told at the last minute it still would not be arriving until the Saturday. That Saturday never came and our sofa was delivered on the following Thursday. We where fobbed off so many times.

Because of these repeated failures and false promises, we ended up hiring vans to remove our original sofa based on the delivery dates DFS had provided, only to then have to cancel those vans when DFS changed the dates yet again. This cost us money unnecessarily and caused huge disruption to our family home.

I had to physically visit the store FOUR separate times because phoning customer service achieved absolutely nothing just being spoken to rudely & like they didn’t care at all.

One staff member in store repeatedly gave information that later turned out to be completely incorrect because she clearly did not know what was happening herself, everytime I visited the store her eyes would roll as much to say - oh she’s back again how can I get her dealt with and out the store quickly. I was also promised callbacks from the store with updates multiple times, and nobody ever called me back.

On top of this, I asked THREE TIMES for my phone number to be corrected on the account because updates and calls were wrongly being sent to my father instead of me. Despite repeatedly giving my correct number, they continued contacting him.

I then spoke to different employee in the store who was passing it through to the manager, Ali. I specifically asked her to ask him to contact ME directly and not to call between 12:30pm–1:30pm due to the school lunch run with my autistic son. Not only did he ignore this request completely, he called my father instead — at 12:45pm.

To make matters worse, we also paid £39.99 for a fabric care kit which was never delivered with the sofa, I am still awaiting this!  

The sofa itself is lovely, but no customer should have to go through months of misinformation, constant delays, poor communication, broken promises and complete disregard for basic customer service standards just to receive an order they paid thousands of pounds for.

I have formally requested compensation in store due to the distress, inconvenience, wasted time, financial loss and unacceptable handling of our order, yet since delivery I have heard absolutely nothing back.

This has genuinely been one of the worst customer service experiences I have ever dealt with.

I hope to hear from DFS very soon!!!!

I was helped by Bob from the very beginning! He was very polite when I entered DFS shop, I went to browse on all the furnitures, made the decision then it all went smoothly after that! Great guy, offered me a cappuccino as well, maybe to calm my nerves🤪
All in all, the service was great! I can recall DFS to anyone!
There’s this other lady also who made sure everything regarding my order are in order. Thank you!

Very good experience very friendly sales man

Pearl was lovely and attentive, not pushy at all and made the experience very lovely.

Elspeth was lovely and very helpful

She helped us great

The layout of the shop is very spacious and nice. The staff were very helpful and polite. It was quite easy to do our purchase.

Megan was excellent! She was very patient and explained step by step what features a media sofa has to offer.

We were looking for an ordinary sofa but wanted active lumbar and neck support. I must admit after her demonstration of the media sofa I was hooked. My wife liked the comfort I liked the bells and whistles.

I have 7.2 Dolby Atmos at home but the sofa she sold us will truly make it feel like being in the cinema, with vibration setting available.

I just hope the sofa lives up to all it promises, we took out the extended warranty as there is so much tech and Megan explained all the features of the policy, it was a no brainer.

The prompt response from finance department to process our interest free application was painless and the prompt delivery was the clincher for us.

Your sells assistand, Pearl, She was so friendly and great to help from the moment I walked in the shop. and she made my purchase very relaxed and easy to shop.

Maddie at rugby made the experience so easy and simple. She was amazing!

Had amazing customer care, walked in and approached immediately by a lovely lady, who was very keen to help us with everything that we needed, went through anything and everything we needed to know about the sofa we chose, was funny and instantly had a client relationship and was talking about jobs and pets ect was over all a very positive experience for us! Couldn’t recommend enough!

Great service, lovely sofa. ;-)

The whole process was really easy, with staff (Ali and Ellie) being extremely helpful but not bothersome. We were left to walk round the store with the staff being on hand to answer any questions if required.

The service was excellent and the staff had a professional attitude. They provided a good explanation and were very cooperative and welcoming.