DFS are just useless, we've had problems ongoing with them since we stupidly made an order with them. I've written numerous letters to them of which only a handful have been answered. Make sure you record agreements made on the phone in an email as they have a habit of back tracking and fobbing you off. Let me know if you would like some other emails to c/c in (i cant post them in here at the moment) if not if you google DFS emails a fair few come up! Good Luck! With us they miss-sold a sofa to us, eventually delivered something that wasn't what we ordered, after numerous no shows and days off waiting in for them to come and rectify still nothing. Their customer service staff were rude and useless - I can honestly say from experience they are unethical and it is like they have conmen in stores who trap you into a service and then don't deliver. I wouldn't mind but they are in breech of the Sales of Goods Act but do not seem to care as they are so big a few customers complain that in the grand scheme of things we mean nothing to them. We were lucky (well i was on their case everyday with calls and emails) that they agreed to collect the miss-sold (and miss-shaped after 1month - it didn't wear well) after a month. But having said that they collected the sofa 29 days ago and are still charging us which sent us overdrawn. Its been 7days and still no refund let alone a refund for the initial payment made. Honestly DFS have to be the worst company i have ever had the misfortune of dealing with. Hoping ill get my refund soon. Thankfully we have since been to Cargo Home Store - their customer service has been impeccable! And we got a better deal! We've ordered a sofa on recommendation from friends who have had theirs for 2years and still looks great. The one we ordered from DFS looked about 2years old after less than a month that we have it!