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Complain to DFS

UK’s largest sofa retailer

Furniture

Contact emails

customer.services@dfs.co.uk

Customer Service

customerrelations@dfs.co.uk

Complaints

Make a complaint online(opens in a new tab)

DFS handles complaints through its official online form.

DFS ombudsman & regulator routes

Which ombudsman handles DFS complaints?

The Furniture & Home Improvement Ombudsman. Once DFS’s own complaints process is exhausted, you can take your complaint there for free. Go to the ombudsman.

Laws that protect you

Consumer Rights Act 2015

Furniture must be of satisfactory quality, fit for purpose, and as described. Full refund within 30 days for faulty goods.

Section 9Section 10Section 11Section 20

Consumer Contracts Regulations 2013

14-day cooling-off period for furniture ordered online or over the phone.

Regulation 29Regulation 30

Tips for DFS complaints

  • Inspect furniture thoroughly upon delivery and note any damage on the delivery receipt
  • You have 30 days for a full refund on faulty goods - don’t let the retailer push you toward repair only
  • After 30 days but within 6 months, the retailer must attempt a repair or replacement first
  • Keep all order confirmations, delivery receipts, and photos of defects
  • The retailer is responsible, not the manufacturer - direct your complaint to who you bought from

If DFS doesn't respond

  1. 1

    Customer Service

    No legal deadline: set yours in the letter

    Contact the retailer’s customer service team with photos of the issue

  2. 2

    Formal Written Complaint

    Send a formal letter citing the Consumer Rights Act 2015 and requesting a specific remedy

  3. 3

    Section 75 / Chargeback

    If paid by credit card (£100+), contact your bank for Section 75 protection

  4. 4

    Furniture Ombudsman

    If the retailer is a member, escalate to The Furniture Ombudsman

    Visit website
  5. 5

    Small Claims Court

    File a claim for up to £10,000 via Money Claims Online

    Visit website

Frequently asked questions

You have 30 days from delivery for a full refund. After 30 days but within 6 months, the retailer must attempt repair or replacement first. After 6 months, you must prove the fault was present at delivery.

If ordered online or by phone, you have a 14-day cooling-off period. For in-store purchases, cancellation depends on the retailer’s policy unless the item is faulty.

Note the damage on the delivery receipt, take photos immediately, and contact the retailer the same day. You’re entitled to a full refund, repair, or replacement.

Put your complaint in writing to customerrelations@dfs.co.uk with "Formal complaint" in the subject line. Include your account or reference number, what went wrong, and the outcome you want (a refund, repair, or compensation). Keep everything in writing so you have a paper trail. If DFS won't sort it and is a member of the scheme, you can escalate free to The Furniture & Home Improvement Ombudsman.

Send complaints to customerrelations@dfs.co.uk. Put "Formal complaint" in the subject line, include your account or booking reference, and state the outcome you want. Keeping it in writing creates the paper trail you'll need if you escalate later.

DFS complaints can be escalated to The Furniture & Home Improvement Ombudsman, free of charge, if the company is a member of the scheme. Complain to DFS directly first: the ombudsman only takes your case once the company has had a chance to fix it, and its decision is binding on DFS if it's a scheme member.

Tools & guides for your DFS complaint

Free calculators and explainers that strengthen the case you make to DFS.

Further reading

Not sure what the law actually entitles you to? Start with our UK consumer rights guide - refunds, faulty goods, and how to enforce your rights under the Consumer Rights Act 2015.

Work at DFS? Reply to complaints here.

Don't let DFS ignore you

Read your DFS letter first: it cites the law that applies, sets a deadline, and says what happens when it passes. No account until you want to keep the draft and track what they do next.

Start my DFS complaintSign in

Free to draft • The letter is yours either way

Disclaimer: NoReply is an independent consumer advocacy platform. We are not affiliated with, endorsed by, or connected to DFS or any of the companies listed on this site. Where an address is marked verified, we read it on DFS’s own site or a complaint sent to it arrived. Addresses marked not verified have not been checked, and ones marked bounced do not reach DFS. This page is for informational purposes only and does not constitute legal advice.