DFS Furniture - Beckton Arvostelua 

It was great experience going to DFS store in Becton. Sale guy Wasim was very helpful in showing the sofas and help us decide the sofa we were interested in. Still our Sofa is in the process of making as it takes 12 weeks to make it. Eager to see it once delivered. Thanks

We purchased a Keagan 2-seater leather sofa (Model: KGN12ALML, Colour: Cream 008 35/08) from DFS in December 2021 for £937, including a £79 Sofa Care protection plan.

Within just four years of careful, normal use by my elderly mother in her private home, the seat cushion has sunk noticeably and the seam stitching has split open at the corner, exposing the internal wadding beneath.

DFS were responsive in arranging a technician visit (Ticket #11261739), and for that we are grateful. However, we were disappointed with the outcome. The technician himself confirmed that the springs, frame and cushions are all structurally sound — yet concluded the sinking was caused by “someone sitting on it.” The company then offered to replace the cushions for a cost of £69.

This is a sofa. It exists to be sat on. My elderly mother has used it normally in a private home. We have owned many sofas over the years, none of which have deteriorated to this extent in such a short time.

We have owned many sofas over the years (all of which were sat upon) None have deteriorated like this within four years.

We genuinely hope DFS will reconsider their position. We have raised a formal written complaint and are aware of the options available to us through the Furniture Ombudsman, Trading Standards, and under the Consumer Rights Act 2015 — all of whom exist to represent the public’s consumer rights. That said our strong preference is simply to resolve this directly and fairly with DFS.

We remain open to dialogue. Ticket #11261739 is still open.

[EDIT — 25 May 2026]

DFS have now responded saying the sofa is outside the 2-year warranty and the interior isn’t covered. But that’s not right. Their own warranty says it covers “upholstery, interiors, stitching and mechanics.” All of that has failed. Their technician confirmed the springs and frame are fine, so this is clearly a manufacturing problem with the interior materials, not something we’ve done wrong.

A sofa that costs £937 shouldn’t fall apart after four years of normal use. It doesn’t meet basic consumer rights standards. DFS’s response doesn’t make sense.

So here’s what I’m doing about it:

✓ Furniture Ombudsman — filing a formal complaint
✓ Trading Standards (Waltham Forest) — reporting this
✓ Small Claims Court — claiming compensation
✓ Financial Ombudsman Service — for the Sofa Care insurance issue
✓ Citizens Advice Consumer Service — getting legal advice
✓ BBC Watchdog and consumer programmes — escalating it

If anyone else has had the same problem with a DFS sofa, don’t just accept it. Contact Trading Standards, the Furniture Ombudsman, or Citizens Advice — they’re there to help and they take this stuff seriously.

I’d much rather DFS just did the right thing and fixed this, but I’m not backing down.

Order Ref: WCZU27051 | Ticket: #11261739

Ordering my sofa was great, easy and simple, they was excellent in the shop.
I received regular updates in relation to my order!
It’s come to delivery day, I was informed I’d receive a phone call an hour before delivery, nope, 5 minutes before delivery they rang, my sofa wasn’t built to how I measured it and when I asked the delivery drivers to change it, I was received with a simple ‘no, it clips in and out, very easy, delivery finished’.
As far as deliveries go, I genuinely believe that is this the worse service I have ever received.

I recently purchased a sofa for my new flat from DFS Beckton, and I wanted to specifically recognise the outstanding service provided by Mustak.

From the moment we walked into the store, Mustak was incredibly patient, knowledgeable, and genuinely focused on helping us find the right sofa rather than simply making a sale. He took the time to understand what we were looking for, answered all of our questions thoroughly, and paid attention to the small details that made the whole experience feel personal and stress-free.

What stood out most was his genuine care for us as customers. We actually spent time looking at other options elsewhere, but the exceptional service we received from Mustak played a huge role in bringing us back to DFS. We felt valued, listened to, and never pressured at any stage.

Excellent customer service can make all the difference, and Mustak is a fantastic example of that. Thanks to his professionalism, patience, and friendly approach, we are delighted with our purchase and would highly recommend both him and DFS to anyone looking for quality furniture and outstanding service.

Great experience very fast service at beckon dfs
Waseem was very knowledgeable and helpful!

Excellent customer service

Kumaar was very helpful and efficient.

5-Star Service at DFS Beckton - Excellent experience buying a sofa at DFS Beckton. Ibrahim was extremely helpful, knowledgeable, and patient throughout the whole process. He took the time to explain all the options and made choosing the right sofa easy and stress-free. Great customer service from start to finish. Highly recommend DFS Beckton, and a special thank you to Ibrahim for his excellent support!

Excellent experience buying a sofa at DFS Beckton. Ibrahim was extremely helpful, knowledgeable, and patient throughout the whole process. He took the time to explain all the options and made choosing the right sofa easy and stress-free. Great customer service from start to finish. Highly recommend DFS Beckton, and a special thank you to Ibrahim for his excellent support!

The experience of buying our sofa was very easy due to the helpful staff at DFS. Customer service was great.

Very good service 👏

One of Bast experiences with Dfs
The sofas are a really high quality
Everything works well
Excellent delivery on time
Price wise a little high but reasonable
Overall no complaints pleased with the purchase

I have a good experience of the staff attend to I like her so much

Noah was great not pushy very informative and great product and service highly recommend

We were served by a lovely lady called Kashish. She was very polite, friendly, patient and very helpful. Thank you Kashish!

The staff kashish was very helpful

Ebu , was very welcoming and highly professional.
He made the experience so seamless for us with great attention to detail when buying our sofas. He was kind and patient, you could not ask for more in a sales person.
Would highly recommend.
Thank you so much
John

Really efficient team of sales people at this store.

It was a smooth purchase journey with Mr Mustaq