Furniture123 Reviews 17

The delivery of the tv unit took almost 6 weeks, having quoted 1 week when we bought it. When the rug arrived it was too small for the room so I sent it back (at a cost of £40 to us!!). FIVE WEEKS after they had received the rug back I received an email to say the rug was “damaged” and “full of hair” so I wouldn’t be getting a refund. I asked for picture evidence as I know that’s completely untrue, and they sent me a photo with ONE placed black hair on the rug. They are still refusing to refund me which is against the law, and I will be taking them to court. What a scam, DO NOT PLACE AN ORDER WITH THEM.

Be careful with this company
We were regular customers and everything was fine until we experienced a problem. Customer service becomes extremely poor once something goes wrong.

We ordered an item that arrived in a different colour to what was shown online. In the photos, the item appears white/cream, whereas in reality it is clearly grey. We raised this immediately.

The returns process was very slow and frustrating. We were told we would hear back within 24 hours, which never happened. We had to keep chasing.

The final decision was that the company claimed the item was “correct” and that the difference was due to lighting. We strongly disagree. The colour difference is obvious and misleading. Despite this, they refused to take responsibility or cover the postage for the return.

We were told we would need to pay £40 to return the item. As we were given no alternative, we accepted this, but that does not make the situation acceptable.

It is also worth noting that this company only allows complaints to be raised via your online account or by phone, and does not provide any written confirmation, reference number, or proof that a complaint has been logged. You only receive an automated email confirming that contact was made. This does not include the content or reason for the complaint. This makes it very difficult for customers to keep any written record of the issue raised.

We will now be reporting this matter to Citizens Advice / Trading Standards and the Advertising Standards Authority, as the product was not as described and we have photographs that clearly demonstrate this.

It is also noticeable that the company responds mainly to positive reviews, while issues such as this appear to be ignored.

Based on this experience, I would advise others to be very cautious.

Horrific and Shocking customer service.
Delivery promised on a date cancelled less than 12 hours (9.33pm) prior to delivery by SMS and email. By which time I had disposed of old sofas and taken time off work to receive the new sofas. This all happening a week before Xmas and therefore I will have no sofas for my kids (2 & 10) and parents in their 80's to sit. After over 2 hours to a shocking customer service team, nothing resolved and the best they could do is offer a refund after Xmas, meaning I wont have the funds to purchase any seating until after Xmas. Furniture123's attitude is that they really dont care. Sofas look fine online, but God help you if you need customer service. I highly recommend paying a little extra and going elsewhere.

If I could give it 0 stars I would. Don't order, they'll take your money and never deliver your items. My items were delivered to be scheduled for yesterday... driver call me to tell me the items weren't even loaded on their van. I called customer services, they said they'll try to make a delivery for Thursday (today). What did I get?
An email saying my delivery was complete and no further updates. Apparently I electronically signed to say I received the items? A perfect example of how to scam people. I called customer services this morning to receive updates myself, they said they’ll have to email the courier and resolve this before doing anything which takes up to 24-48hours. After taking 2 days off from work only to receive nothing and telling me I have to wait to schedule another delivery? If you want to waste your money on empty air go ahead and buy…

Most uncomfortable sofas ever ( the Hudson ) . Please think twice before buying one !!!! placed 3 separate orders and had to send everything back . They kept sending couriers to collect whose vans were full or too small . Eventually got rid of it all on the 3rd attempt . Waiting for refund on all orders . Case manager called me today and then text saying she could only find 1 order in my name . Have spent hours on the phone repeating myself . Sick of it now . Passing over to solicitor to sort if money isn’t returned this week . Absolute joke of a company.

Awful customer service. Was told to buy a replacement part which they couldn’t send out at another store! How on earth am I supposed do that? Told them if a new address 4 times. They still sent a replacement set of drawers to the old address. Refused to let me speak to a manager, kept me on hold for an hour. I still don’t know if I will get a replacement. Don’t buy from this company!!!

Any positive reviews are be fake
The product delivered was terrible in quality and damaged
The company said they would collect and refund but suddenly couldn't find the same address on 3 "attempts" to collect they had delivered to , they then ignored all emails and when getting through to them on the phone continued to hang up once they realised it was us chasing collection and refund.

Very disappointed, purchased a gazebo for 350.00 so not a cheap gazebo, we built it to then find two holes in the netting. I contacted the company straight away and provided photos of the problem, was informed they would sort out a new netting. The following day I received an offer of 50.00 instead of replacing the netting, still declined, today again another offer of 50.00, but they can’t source the replacement. This affects my statutory rights. Before long I will be sending the whole gazebo back to them for a full refund. Poor company would not recommend at all. Think carefully before spending substantial amounts. Looking at other reviews this is not the first time.

Product damaged on delivery and said parts were discontinued so couldn’t replace

Ordered weeks ago for a specific delivery date. Did not turn up. Waited 30 minutes on the customer service line. No one picked up. Gave up. Very poor customer service.

Only gave this company a one star review as you have to have a star, where do i start, APPALLING from start to finish, ordered a chair & footstool paid overnight for both to be delivered on the same day, that didn’t happen they are arrived two days apart, the chair was damaged on arrival and arranged a return ( the chair at Nearly £300 was terrible quality and i mean terrible) arranged a return the footstool to match the chair arrived 2 days later we were going to refuse but the carrier dropped it in the middle of our drive we found it 2 hours later, it’s no use to us as the chair has to go back so F123 tell me to return it at my cost eventually they arranged for the same collection company to collect the stool and the chair on the same day but charged me £25 because i no longer wanted the footstool, PLEASE DO NOT ORDER FROM THIS COMPANY YOU WILL REGRET IT THE QUALITY IS POOR BUT CUSTOMER SERVICE IS APPALLING.

Avoid. They wanted to refund me £15 for a faulty item that cost £60, and to dispose of it myself.

Ordered a mattress turned up on time really good quality can’t fault them

Absolutely terrible customer service. Ordered a coffee table 6 weeks ago. Delivery was supposedly 4-6 working days. No table after 6 emails 2 phone calls being put on hold for 20 minutes total time today.
After ordering I never once received communication about a delivery date.
They blame the supplier CASPIAN House. There issues with suppliers are their issues. Telling me that I have to wait for a refund until CASPIAN house refunds them is unacceptable.

I’ve repeated asked to escalate my issue to management. The customer service people REFUSED this request.

Absolutely terrible customer service. Will not bother ordering from furniture 123

discusting company service - ordered a wardrobe that was advertised as 2 ready assembled parts - came in 14 parts and 12 pages of instructions - when i tried to return they said my error (i have a photo of advertisement) - eventually agreed on free return - an absolute disgrace

I will never buy from this company again, I chose a specific day for my items to be delivered and it did not happen so I scheduled another day. It still did not happen, I have requested a full refund of my order, they have only processed a partial refund.

Ordered a kitchen island which was too big to fit through the entrance, so delivery was refused. One month later, after asking repeatedly for a refund, I'm being told that I first have to return the item. The item was not delivered as stated to them multiple times. I've now raised a dispute with my bank so they can get my refund. Awful company, will not use again and would not recommend.