dfs are fucking cunts


dumb fucking shits
dumb fucking shits

And another in my long series of British companies that suck so much arse, they’re chewing on shitty intestine. Today’s guilty party – dfs.

This post should have gone up ages ago. I just spotted it sat in my “drafts” folder, but it’s still pertinent. dfs are still utter fucking shit and the truth needs to come out. The outcome of the following letter was the company continually trying to call Leah during her work hours – when she can’t answer her phone. Then being unavailable when she called back. Then ignoring her instructions to call back when she could again switch her phone on.

The total of the compensation offered for all the inconvenience, time and lost income described in the letter? £50. Utterly insulting.

Basically, they’re bloody useless and unable to do pretty much anything regardless of how simple. A company which not only fails to complete the simplest of tasks, but then goes on to snowball cockup after cockup until they have so much egg smeared on their faces they’re a likely source of avian flu.

Fuck ’em.

Here’s the letter I sent to their MD after the piss-ant at their Aberdeen store refused to so much as come to the phone and deal with the problems. Everything’s explained below. Some names and places abbreviated for anonymity.

To whom it may concern,

I am writing to complain in the strongest terms about the ridiculous service (or lack of it) we received while awaiting delivery of a sofa from your company a couple of weeks ago. I do apologise for taking to long to write about this, but given the dreadful delays we suffered, I’m sure this is par for the course with dfs.

The delivery date was set by your Aberdeen store as the 16th of October. My girlfriend, Ms O, arranged the day off work to ensure that someone would be in for the delivery. I managed to make sure I’d be around in the latter part of the day in case she had to go out as you couldn’t even specify a morning or afternoon delivery window. I guess this should have been a bad sign from the outset.

By the time I arrived at lunchtime, there was no sign of the sofa. At around 15:00, she called to be told not to worry – the sofa was on the truck in the local town of K—- so it would be delivered today as the driver and crew had to be home in Aberdeen by 17:00. Fine. A long wait in the house, but you get used to these things.

At 17:05 we thought it better to check again as it was getting dangerously close to rush hour and the time that a lot of shops shut. Again, we were advised to be patient and if it was on the lorry – which we had already been told it was – it would be delivered that day.

Lo and behold, we were on the phone at 18:05 asking where the sofa was. We were told that they had tried to deliver the sofa but since we weren’t in that the delivery men had left a note on our door explaining they’d tried to deliver and had received no answer. We checked the door. No note. Therefore no attempted delivery, and besides we’d not left the apartment all day. Obviously, as tempers were already on edge we didn’t appreciated being called liars.

We were told someone would look into it and call back. But that the van had likely been delayed elsewhere and that it would definitely be with us.

Neither happened. At 19:00 I rang to cancel the dinner arrangements we’d made for the night. I am rarely in the area due to work commitments at present and the delay and ineptitude your company showed deprived us of a rare dinner in a very nice restaurant. However, we had been told the sofa would arrive and after sitting around (in her case for nigh on 11 hours by this stage) there was no way we could risk being out when it turned up.

We called again at around 19:50 and talked to one store member who was in the process of pulling the shutters down. At this point, I had to take over the telephone calls as my better half was in floods of tears. At this point, your actions passed from a pathetic inability to do a simple job into the realms of the unforgivable. Wasting her time is one thing, ruining our night out is another, but reducing her to tears has earned your company a very determined and very angry enemy.

The manager finally deigned to call us back at around 20:00 and apologies, saying he would look into things. I made him agree to call us back before 9:00 the next morning which he duly promised to do.

Your Aberdeen store manager, Mr Koray, is at best inept. He’s certainly not one to keep a promise and I’d go as far as to say he’s a liar. The telephone call the next morning did not materialise. When I rang at 9:30 the next day to chase him, he was “in a meeting”. The young lady on reception who got the bulk of my ire (and an apology – I realise your company’s failings are not her fault) gave me the number of the delivery company, who I then called.

The young lady there told me they had been unable to deliver the sofa as the address and contact number on the forms had been incorrect. However they could have the sofa to us by 13:00… but that it was payment on delivery. Therein arose another problem. I was the only one in the flat as my girlfriend could not organise another day off on short notice. I’m sure this isn’t a problem for your management staff as they seem to assume us lesser mortals can just not turn up for work as we feel. I had to re-arrange two morning appointments and agree to work on site out of hours (at daytime rate) to free up my morning. You guessed it – this blew another possible evening in a restaurant out of the water.

I contacted the store again and explained that I could not pay for the sofa when it arrived, but that I fully expected delivery. I suggested that perhaps Ms O could contact them and pay over the phone using the card she’d used for the deposit, but obviously the poor girl on reception couldn’t authorise this. However, Mr Koray could, and I insisted on her interrupting his “meeting” (or whatever he calls sitting in his office with the door locked hiding from customers) which she duly did.

He authorised this transaction, the deal was made and I called the delivery firm again. They said that everything was fine and that the sofa – as agreed – would be with us before 13:00. This would just give me time to sort things out before having to run out and meet customers for an afternoon appointment.

Oh, how I live in hope sometimes. The sofa delivery commenced, finally, at 12:55. Only they hadn’t brought the right tools to get the feet on. It took thirty minutes to get the sofa into the room, and they tried their best with a screwdriver (and stripped the top of one of Ms O”s) before locating an electric drill in their van. With a flat battery. So off they went to locate one, promising to be back by 16:00. Incidentally, they blamed dfs for failing to give them the correct address or phone number the previous day. From looking at the delivery note I had to agree as the address was a muddle and the phone number had been incorrectly transcribed. I don’t know if this is their fault or yours, and frankly I don’t care. Sort that out between you.

By now, my girlfriend had come home for lunch to find the sofa half-fixed, with one foot on wonky and the right arm not quite fitting properly (it was removed to get the sofa the door, and does not sit flush with the front). Again, she burst into tears – for which I can hardly blame her – and I called to rearrange another two appointments. I really should start totting up the cost of this unpaid out of hours work and submit my bill to you. I think it would about cover the cost of the sofa.

The worker with the working drill finally turned up – just within the agreed time, which is more than they’d managed the day before – and put the feet on. After a fashion. And after moving one of them so it was in the right place.

So, originally agreed delivery time – at some point on October 16th. Actual delivery finished – end of the working day on the 17th. Absolutely appalling. As I said, I don’t care if it was dfs failing to pass on details, or the delivery companies who couldn’t read someone’s handwriting. We were lied to on more than one occasion, treated with contempt and – to cap it all – were called by Mr Koray at around 18:30 to ask how things had gone. His promised phone call was over 7 hours late, and his excuse was that he “had other people to handle things like this”. If I were his superior, I’d be having serious words with a manager with this atrocious attitude.

Please allow me to summarise. Your company has managed to:

  • reduce Ms O to tears on two occasions
  • waste an entire day of her holiday time for no good reason
  • lie to us
  • refuse/be unable to return a simple phone call at a promised time
  • send “installers” to put together a sofa without the correct tools
  • prevent us from going out to dinner on two separate nights (one a prior booking)
  • make me look like a fool to paying customers
  • cost me over £500 due to re-arranging scheduled work for out-of-hours

Overall, we’re simply not very impressed. By the morning of the 17th I was all for telling you – in great anatomical detail – where to shove your sofa, but my girlfriend was adamant that this was the one she wanted. The deposit had also been paid and if you couldn’t handle a simple delivery I feared for your ability to refund money.

So to my eyes, we’ve spent the thick end of a grand on a very nice sofa which doesn’t look quite like it did in the shop. Had one night out ruined, wasted a day’s accrued holiday and lost out on several hundred pounds and more free time making it up. Oh, and did I mention you had my girlfriend in tears? Never, ever, have I been more furious at a company which has failed to perform a simple task and – sad it is to say – I’ve dealt with quite a few.

Obviously, we expect some kind of financial recompense. I will leave it to you to make a decision on what our suffering is worth to you and see if we can some to some agreement. Nothing will ever make me shop with your shambolic outfit again. However, money seems to be the only thing that businesses understand so let’s see what you think this mess should cost you.

I was going to CC this missive to Mr Koray, but frankly I can’t be bothered wasting a stamp. He’d only pass it on to one of his “capable” employees instead. If a manager doesn’t deal with rightly angry customers, then I don’t know what else he does with his time. Frankly, if he was one of my staff and he’d dealt with a customer like he dealt with us (or failed to), he’d be handing in his name badge and walking out the door clutching a P45.

Please note that the contact details above will get you to Ms O, and not myself. I am currently working in France until Christmas and things are somewhat hectic. This explains the delay in informing you of your company’s shortcomings, and why it’s going to be so long before I get a chance to take my girlfriend out for dinner again. Having missed the only two opportunities I had last month. Did I mention that yet?

Kindly do not ask Mr Koray to make contact, however. Neither of us want to have the slightest thing to do with him.

Awaiting your reply patiently,

(etc)

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27 thoughts on “dfs are fucking cunts”

  1. I’m not going to ask if you got any satisfaction from them, but I would like to know if you at least got a reply.

    Did they get back to you? How long did it take?

  2. All at the top, though hidden in amongst the introduction. After about a month we got £50 (I think – could have been £75) back off them.

    “Pathetic” I think is the word you’re looking for.

  3. We had a similiar very upsetting and time consuming incident with DFS in Aberdeen. Their sales staff offered us the moon to but but when we had complaints about the delivery times, failed delivery, and then an unsatisfactory product their after sales staff were less that helpful. Despite phonecalls, visits to the store, visits from their staff and an independant uphoster recommendation on the quality of the sofa we received no satisafaction.

    I would not use the store again and would recomend that you check the details of returns etc before you buy.

    Was it coincidential that the manager dealing us was quickly replaced and we were back to square one again with a new person?

  4. Kenny – when did you have this issue? I’m wondering if you were dealing with the same waste-of-space “manager” we were saddled with?

  5. Honestly you really need to get a life!! If you think your delivery of a sofa being late is disgusting and reducing “mrs o” to tears you really need to get her out in the real world! This is the best laugh Ive had in ages! I had a few issues when I ordered a table and chairs from next and was messed around… I didn’t really find the need to write a 8 page rant about the most silliest of things…. For someone that’s so busy you have a lot of time to moan! Lucky I don’t work in the retail business if you need to deal with folk like you on a daily basis! You should try working in a hospital ward and see some things that people are reduced to tears by!!!! ….. Pathetic!!

  6. I guess you’ve obviously never cared enough about someone to feel anger when you see them in floods of tears, then? If that’s the case then good luck to you in future life finding the right person. If, on the other hand, you’re just someone who accepts bad customer service as the norm these days then you’re part of the problem and the reason companies like DFS can get away with being so shoddy.

  7. Your command of the English language is exceptional. You are aware that this blog is in the public domain and accessible to children I presume. What a strange little man you are. Most of you personal rant , possibly libellous, was about things that go wrong in many transactions. It may surprise you, but you are not the only DFS customer! You were unfortunate in that delivery times were missed, but deliverymen not having the correct tools is hardly the end of the world. They went and got the correct tool after no doubt finding they had to do some work to access your property. You rant at the manager from behind a keyboard, and from the safety of a phone. How very commendable. Your partner twice bursts into tears over a difficult furniture delivery. I think you both need to gert out more. There are people who can’t afford furniture of any kind, people who are dying of starvation and incurable illness so if you expect sympathy for your “horrendous experience”, I think you might find
    you are at the back of a very long queue. What you have achieved, is to portray yourself as an intolerant, self serving fool. You say of the shop manager “if he was one of my staff”? I seriously doubt that you have any staff, unless they are happy working for an illiterate clown. And yes, I do feel strongly enough for my wife to be upset if she was reduced to tears, but I am also man enough to take the issue up face to face with the people who I feel are to blame instead of writing an ill conceived rant which contains absolutely no relevant information on the product quality, which surely is more important than a crusade of personal abuse.

  8. Richard, to answer your points:

    a) yes, I’m aware that the blog is in the public domain – there’s little point in having one if it’s not. Yes, I know children can read it should they find it. There are far worse things out there than naughty words. Google Safe Search will filter such pages out, if you have it on (which it is by default).

    b) I know I’m not DFS’s only customer, but my experience was incredibly negative. Frustrating, annoying, inconvenient, upsetting and – on the whole – utterly ignored by the one person at the store who should have been dealing with it instead of hiding and refusing to respond.

    c) Why should I drive for two hours (because the store was approximately that distance away) to confront the manager face to face? I was already out of pocket financially from taking time off work. There was no way on earth DFS would refund me for the fuel to drive the round trip, so seriously – exactly what would I have gained? Had the store been a local one then, yes. Absolutely. I would have been down there. Nice of you to assume I’m a coward for attacking someone “from behind a keyboard” while doing precisely the same thing. I suggest you look up “hypocrisy” in the dictionary.

    d) Is it really intolerant to expect good service when you pay for it? I don’t think so. If something is not done to a satisfactory level then you’re entitled to complain. Sitting back and accepting it just encourages companies to get away with it with the next person. “Self-serving”? Perhaps, but nobody else was serving me, so I guess I had to.

    e) “Illiterate”? I refer you to your own previous comment on “possibly libellous” and once again to a copy of the dictionary. The UK libel laws protect a person expressing their own opinion and stating facts. The letter I sent them and which is posted above is both of these. If it were otherwise I would not be surprised if I were to receive a take-down notice from their lawyers. Such tactics are not unknown to remove negative comments about established companies.

    f) In my current role I have no staff. In my previous role I had half a dozen and the one before that I was overseeing approximately 33 regional offices across four countries in Italy.

    g) “no relevant information on the product quality” indeed? Surely the delivery and installation are part of the product? Certainly they are paid for and as such a good quality of service is expected?

    You are entitled to your own opinion. I am entitled to mine. I was there as part of the whole irritating experience, you were not. As you obviously don’t have a grasp of all the facts – some of which weren’t in the letter, such as our distance from the Aberdeen store – perhaps you should have held fire on a handful of your comments.

  9. excellent! DFS are absolutely arseholes! It amazes me how they keep their heads above water, they have the worst customer service rating a business could get.

  10. This is a thoroughly nasty, intolerant world in which we live….not improved in any way by language and bitter rage exhibited by you.
    Learn to rise above it…it makes you look so much stronger. Frankly , what you write shows you in a very bad light and garners no piy just disgust that you can not conyrol your temper.

  11. Well I had just googled DFS for my nearest store. Having read about your experience with this company, I will not be bothering to look at their site. I cannot imagine the chaos that would ensue if I bought a sofa from them as it would have to be delivered to the Shetland Islands, which would involve not only a delivery firm (possibly without the relevant tools) but also a twelve hour ferry journey for them.

  12. Glad to hear that some negative publicity has worked against the likes of the large billboard advert they’ve put up near where I live! As I hope came across in the post, my real ire was directed at the inept and evasive store manager who seemed utterly disinterested in the problems their lack of reliability caused.

  13. Mosh – you have just confirmed my fear of DFS delivery fear, they told me my sofa would be delivered on the 17th of March after ordering it on the 14th of February and today I got a phone call that it will be arriving at the store on 3 days after the initial date given so we asked if we set a delivery date to deliver it to our house they said we can’t as at the moment it’s still in Poland, it’s frustrating coz as you said in your letter I had also booked the day off on the 17th of this month and now av to book another one, so 2 days holiday lost, even BBC has written an article about as two of their employees told BBC how they have to lie to the customers just to get the sales and once the contract is signed for a lot of customers the nightmare begins. I’m hoping not….

  14. I cannot believe you have started a blog about a late delivery of a sofa, get a life, people are dying in wars, people are starving in this world and you are put out because you and your partner have taken time off work to get your sofa delivered, why dont you come into the real world and get a life. omg u r so sad if thats all you have to worry about

  15. Says the person who took the time to reply to a post from six years ago. Using improper grammar and poor spelling. Glass houses and stones come to mind. No apologies for utilising my right to freedom of expression.

  16. Hi Guys,
    Ive ordered a sofa today the promised me delivery before Xmas on 21st Dec. They said pay a deposit today then balance on delivery via chip & pin but then later called me and said the balance must be paid before delivery. Im worried they’ll take the money then not deliver on time.
    Please Advise.

  17. I’m no lawyer but I’d check the paperwork. If it says “balance on delivery” on it anywhere then I can’t see how they can change their minds. If they’re trying to force a change on you then that’s their problem, not yours. You have a right to insist on the original conditions or a full refund as they’ve broken the terms.

  18. Floods of tears over a delayed sofa delivery is a bit over the top. Tell Miss Mosh to get a grip. Catz is spot on. Glass houses pah! And did you really write a letter that was that long…. jeez…

  19. From this I see your partner is. Hypercondriact and you needed to shout at the manager not the office staff or drivers some people really are 5 fingers deep pull them out of your arse

  20. Hey Luke (assuming your email address matches your name). Thanks for your beautifully worded and artistically crafted response. I recommend that you engage the services of an English tutor before attempting to engage in conversation with anyone ever again. You have obviously failed to read past the opening paragraphs or bothered to check the definition of “hypochondriac” which I believe is the word you intended to use. I wish you all the best in passing your Year 5 SAT.

  21. I feel your pain, however I wish my problem with DFS was resolved so quickly. My sofa is currently running 5 weeks late, was offered my delivery charge of £59 refunded as a ‘gesture of goodwill’ they don’t believe that it’s their problem that it’s 5 weeks late and I have to sit with my husband on the floor. Every time I call time gets added on, no one has phoned me. They talk to me like I’m a whiney little bitch, why should I be upset and angry that I’ve spent nearly £2000 on a sofa as I’ve been offered £59 back, (which they will process the day I receive my delivery… whenever that day is!) What more do I want?!!
    3 days off I’ve needed to take so far. Not including the one I scheduled for the 1st date I was given for delivery.

    As for those getting angry at this post, it’s very difficult to work so hard to save up so much money to be able to purchase something to turn your house into a home for the company to be so quick at taking your money and not only do they not fulfil their end of the deal but they dont even value you enough to call with an explanation

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