Family forced to spend weeks living on garden furniture after DFS lost sofa

A fed-up family claim they have been forced to spend weeks sitting on garden furniture after DFS lost their £3000 sofa.

Jessica Glanfield, 37, says DFS has treated her family "appallingly" after they ordered a couch in December and was left out of pocket after it failed to arrive on its March delivery date.

After two failed deliveries, the mum decided to storm into the Bristol store which is when the manager revealed part of her order had reportedly been lost in transit.

The family-of-three said the company then sent them a "shoddy loan sofa" for the additional ten-week wait, which they claim "stinks of a dirty van".

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Jessica, from Stroud, Gloucestershire, said: "I stayed at home for the delivery.

"I earn about £300-400 a day and had to give that income up but that's fine, it's what you'd expect, but then it never turned up.

"I took another day off work and the same thing happened, it didn't turn up again. So we've now lost a minimum of £600 in income waiting for a sofa that never came.

"My other half has been recovering from a major operation and the surgeon said he needed to sit in a certain position and he just couldn't sit comfortably."

The failed deliveries meant that Jessica, her fiancé and their teenage son had to drag their outdoor furniture into their living room after selling their old sofa days before it was meant to arrive.

After a month of being unable to enjoy their living room and the company admitting that the back of their new sofa had been lost, they were relieved to be offered a temporary solution.

Jessica said: "They've sent us this loan sofa which we were really pleased to have but it turned up and it's this disgusting, dirty, sofa that stinks that they obviously pass around people.

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"There's three people that live here and we can't sit together because they've sent a two-seater sofa and it's tiny, so one of us has to sit on the floor.

"It's broken in the middle so my other half can't sit on it and the mechanisms don't work on it either."

The mum says she has sent countless online messages to DFS and spent 'hours' on the phone to customer services in her attempts to get answers from the company on the status of her order.

She claims the notes also showed that call handlers marked the issue as 'dealt with' and said 'no further action required' despite the sofa never having arrived.

Furious Jessica now vows never to shop at DFS again and hopes to warn other customers about her experience with the furniture giant.

"I feel like going down to the store with placards to warn people but I have better things to do with my life," she added.

A DFS spokesperson said: "Unfortunately, [the customers'] experience fell short of the high standards that we set for ourselves.

"While the vast majority of our customers' products are delivered on time, in rare instances, human errors can occur which cause a delay.

"In this instance, part of [the customers'] order was misplaced during transportation and unfortunately unable to be located.

"We reordered the product for the customer and loan furniture was arranged for their use in the meantime.

"We sincerely apologise that the loan furniture provided was not fit for purpose and did not meet the customers’ needs or expectations. We have escalated this to our internal team to ensure that quality control is being adhered to at all times.

"We are very sorry for their experience and we’ve extended our sincere apologies to the customers. We have agreed to provide them with a full refund and have arranged collection of the loan furniture. We hope we have resolved the issue to their satisfaction."

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