Your safety and comfort
is our top priority
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Wearing face coverings to protect against the spread of Covid-19 is now an individual choice in England. At DFS we have chosen to continue to request that customers and colleagues continue to wear face coverings* while in our showrooms. We believe this will ensure that all our customers feel comfortable while shopping with us and that we continue to help keep everyone safe. We want to thank you for respecting our request and for your continued patience.
In Scotland, Wales and Northern Ireland it is a legal requirement* to wear face coverings in our stores.
We're continuing to keep our customers and colleagues safe in store by operating health and safety measures that reduce the risk of spreading COVID-19. This includes increased hygiene practices and social distancing in the workplace. Including
Keeping 2 metres apart from customers and colleagues
Using hand sanitiser stations in stores
Avoiding close contact including handshakes
Increasing the frequency of cleaning in high contact areas
Providing employees with personal protective equipment and asking customers* to wear a face covering when visiting our showroom
Instructing colleagues and customers not to enter the store if they have symptoms or have been in contact with anyone who has had the virus in the last 10 days
*please see government guidelines for exemptions
All these measures will enable us to strictly follow the government’s guidelines and the British Retail Consortium’s recommendations on social distancing in all our stores. Our showrooms are very spacious but occasionally we may limit the number of customers in the store at any one time.
Smart Queuing in our stores at busy times
When visiting our showrooms at busier times, you’ll now be greeted by one of our in store colleagues who will welcome you and guide you through our new queuing process. This process allows us to safely monitor the number of customers in the showroom at any one time so we can ensure we keep the safety of our colleagues and customers as our top priority. Here’s how it works:
Open the camera app on your mobile phone and scan the QR code
Fill in your name and mobile number
Wait for your message to find out when we’re able to see you in the showroom
Please note if you don’t have a mobile phone with you we can still get you into the system
Making your visit to the showroom quicker
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 still delivering customer orders across the whole of the UK following strict social distancing guidelines, where they can be conducted safely.
Are all of your showrooms open?
Yes, all our stores in the UK are open. Please use our store locator tool to check your local store’s opening hours or temporary local Coronavirus closures. You can still purchase a sofa online.
Do I need to wear a face covering when I visit a DFS store?
We are continuing to request that you wear a face covering in our English stores so we can protect each other as much as possible and slow the spread of COVID-19. In Scotland, Wales and Northern Ireland it is a legal requirement to wear one. If, for medical reasons, you’re exempt from wearing a face covering please continue to practice social distancing and hand hygiene while visiting the store.
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 based on the government's guidelines. We ask all customers to wear a face covering when visiting a DFS showroom.
We are implementing 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. In the event of customers not complying with our measures then they may be requested to leave.
How can I make my visit to the showroom quicker?
Customers are welcome to visit our stores as usual at their own convenience. We have also implemented two additional initiatives to help limit the time you spend in our showrooms:
- 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 through our website which continues to be fully open for business.
How do I book an appointment in the showroom?
Please click on our ‘store locator’ tool. 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.
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Under government guidance we are still making deliveries across the whole of the UK.
All of our delivery teams have 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
Are you making deliveries?
We are making deliveries across the whole of the UK. Unfortunately due to knock on effects of the pandemic we are experiencing some delays. 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.
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.
How are you keeping me and your delivery teams safe?
We will contact you before we deliver to check whether you are happy for us to do so.
All of our delivery teams have received full training on social distancing measures. When they deliver your order 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. We offer regular lateral flow tests to all our delivery and distribution centres teams. Our teams are empowered to refuse to complete a delivery if they believe the customer has symptoms associated with COVID-19.
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?
Unfortunately due to knock on effects of the pandemic we are experiencing some delays with some customer orders. Although we haven't been able to meet your original delivery time, due to these constantly changing circumstances around managing the pandemic, your furniture is still on order. All outstanding orders are being prioritised and we’ll be in touch as soon as we can to arrange 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.
Are you conducting service visits?
We are continuing our service visits following high health & safety standards.
I have a question about my order, is customer service available?
Yes, please call your local store in the first instance even if you live in a lockdown area. 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.
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.