Your safety and comfort
is our top priority
The Latest on store Openings
The Latest on deliveries
Most of our stores are now open and we look forward to welcoming you back. Unfortunately, due to a local spike of Coronavirus cases in the Leicester area, we have closed our Fosse Park store until further notice.
To ensure we're keeping our customers and colleagues safe we have been operating a phased reopening programme and have introduced new health and safety measures in our stores.This includes training our employees on increased hygiene practices, conducting temperature checks every morning before work and social distancing in the workplace as well as introducing some new practices including:
Keeping 2m apart from
customers and colleagues
Introducing hand sanitiser stations in our stores
Avoiding close contact including handshakes
Increasing the frequency of cleaning in high contact areas
Providing employees with personal protective equipment
Instructing staff and customers not to enter the store if they have symptoms or been in contact with anyone who has had the virus in the last 14 days
Customers are welcome to come and visit our stores as usual but for those customers who would like to reduce the time they spend in store, we have also introduced two new additional ways to shop:
We now have an appointment service for those who want to seek advice and purchase furniture as quickly and efficiently as possible.Book appointment
We are also inviting customers to pop in to comfort test the product and then if they wish, complete their order over the phone, through live chat or on our website which continues to be fully open for business.
We are delivering customer orders across the UK, again following strict social distancing guidelines, where they can be conducted safely.
Are all of your showrooms open?
Most of our stores are now open as part of our carefully phased reopening programme. Unfortuntately, due to a local spike of Coronavirus cases in the Leicester area, we have closed our Fosse Park store until further notice. We have worked with our head of health and safety to adapt our practices in our showrooms so that they could reopen whilst strictly following the government’s social distancing guidelines as well as recommendations from the British Retail Consortium.
How are you keeping everyone safe in your showrooms?
The safety of our employees and customers is our first priority. All of our retail employees have received social distancing training set by our head of health and safety based on the government's guidelines.
We are also implementing a number of new social distancing and hygiene practices in store including keeping 2m apart from employees and other customers; conducting temperature checks every morning before work; introducing hand sanitiser stations; increased frequency of cleaning high contact areas and providing employees with personal protective equipment when requested.
Our teams are empowered to politely refuse entry to anyone they believe has symptoms associated with Coronavirus.
How can I make my visit to the showroom quicker?
Customers are welcome to come and visit our stores as usual at their own convenience. We have also implemented two new specific initiatives to help limit the time you spend in-store:
- We have introduced an appointment service for customers who want to seek advice and purchase furniture as quickly and efficiently as possible
- We are inviting customers to pop in to do a quick comfort test and then if they wish, complete their order over the phone, live chat or our website which continues to be fully open for business.
How do I book an appointment in the showroom?
Please visit our ‘store locator’ page . Select the store you’d like to visit and click on ‘book an appointment’. A series of available dates and times will be displayed to choose from. We’ll then email you confirmation of your appointment.
Are there any dedicated hours for the vulnerable and elderly or NHS workers?
Whilst we don’t have specific hours dedicated to vulnerable people and key workers, our store managers will endeavour to accommodate requests for appointments outside of our core trading hours. We recommend you call the store of your choice directly to request this option.
The Latest on store Openings
The Latest on deliveries
We have restarted deliveries from each of our
distribution centres across the UK.
All outstanding orders will be prioritised. Our team will contact you when we are able to deliver your order however we are running a reduced team so we can’t deliver to you as quickly as we would usually like to.
We have been working with our head of health and safety to ensure all of our delivery teams received full training on social distancing measures to keep everyone safe:
The team will politely ask you to stay at least 2m away from them throughout the delivery
We’re also equipping them with Personal Protective Equipment including face masks and hand sanitiser
What will the lead time be if I order a sofa?
The lead time for each sofa differs depending on the model you choose. Our sales advisers can provide an estimated delivery date for the furniture you’re interested in.
Are you making deliveries?
Yes, we have restarted deliveries across the UK. All outstanding orders are being prioritised. When you placed your order, the estimated delivery date we gave you was based on the information we had available at the time.
Since then the lockdown period was extended several times and we are following new social distancing guidelines in our distribution centres which reduces our normal capacity, so we are unable to deliver your order in the timeframe we originally gave you. Our team will contact you when we are able to deliver your order but in the meantime we kindly ask that you recognise this unprecedented situation and bear with us.
How are you keeping me and your delivery teams safe?
All of our delivery teams received full training on social distancing measures. They will ask you to stay at least 2m away from them throughout the delivery and we’re also equipping them with Personal Protective Equipment including face masks and hand sanitiser.
All our delivery teams will have temperature checks everyday before they start work. Our teams are empowered to politely refuse to complete a delivery if they believe the customer has symptoms associated with Coronavirus.
Can you do a doorstep delivery instead?
Yes, if you would prefer. We can deliver the furniture to your garage or doorstep and our team can advise you on how to get the product into your home and assemble it. Instead of signing for the product, we will take a photograph of the furniture with you outside your home.
My furniture is on order but according to ‘track my order’ it is going to be longer than quoted. What happens now?
Please don’t worry, although we haven't been able to meet the original delivery time due to the constantly changing circumstances around managing the pandemic, your furniture is still on order and is simply on hold by us until we’re able to deliver. All outstanding orders are being prioritised and we’ll be in touch as soon as we can to rearrange delivery.
Can you help me get rid of my old furniture?
We offer a service called Sofa Rescue in partnership with Clearabee where you can arrange for your furniture to be picked up and disposed of in a responsible way. More information can be found on our website www.dfs.co.uk/sofarescue.
What happens if I have a problem with my furniture?
If you have a problem with your furniture please contact your local store and we’ll book a service visit for you.
I have a question about my order, are customer service available?
Yes, please call your local store in the first instance. We ask that you please bear with us during these challenging times as we do our very best to continue to provide a good standard of service. Alternatively, customer service can continue to be accessed on tel tel: 0333 9999 777.
I’m worried I might not be able to keep up my finance payments, is there anything you can do?
We understand our customers might be facing uncertainty about their finances at this time. If you’ve already taken delivery of your product then you should speak directly with your finance provider, we’re confident they’ll be able to listen to your concerns and discuss the available options with you.
If you’re still waiting for your delivery and want to discuss the various finance options we have available, then please get in touch with us on tel: 0333 9999 777.