Celebrity Furniture Reviews 75

Many thanks to Diane who answered my email regarding a replacement part for a ten year old chair.
Information given enabled the correct part being ordered and delivered within four days.
My elderly father now has a fully functioning recliner again- it may be a cliche but they genuinely have made an old man very happy.
Excellent customer service.

Found a broken spring on the floor beneath the recliner. Contacted Celebrity and sent them a photograph and the dimensions of the spring. Replacement spring arrived less than 24 hours later. Outstanding service!

Needed new controller for rise and recliner for old HSL chair.
Brilliant service delivery wonderful.
Definitely would recommend.

I I have just written a long review about the problems I am continuing to have with Hollingwell riser recliner, which has been a nightmare from September 2024, been padded out messed about with and is the most expensive uncomfortable chair.still not resolved even though shop paid upholsterer to fix it. It can't be fixed it needs replacing.The problem was from day one,and it was the seam causing problems. Technician said not a fault.He added some padding, but the seam still caused pain. I started with pain in knee and had to have months of physio, hadn't had problem before. I ended up having a stair lift because I couldn't get upstairs. In June 2025 the shop ordered a new quilt top, which was even worse,foam slipping around, technician said it was ok. The shop said get upholsterer if I wanted it different. I did this but the seam was still a problem and leather creasing all round it. Contacted Trading Standards who told me to write to shop, they responded in December and it's been in workshop and it is worse than before. My husband has never sat on it and said that it was causing pain to him as well. I know there is something defective with this chair , the one arm is higher than the other as well but frightened to mention that,as always felt that technician was not on my side. I asked for a replacement or for it to be sent back in the first place, but I fought a losing battle. I even had a Sandhurst and paid for this as well. I am sitting on it now but I wanted a decent made Holling well to match settee. Long story. I have contacted shop again but don't think I will get anywhere. I mentioned that my husband never sat on it,he tried the other day and that's when he realised that it's uncomfortable and can't sit on it.

‘Outstanding Customer Service’
An order placed on line Sunday lunchtime with an acknowledgment arrived am today Tuesday. The control handset, well packed with delivery note/receipt.
A simple ‘Plug& Play’ all working fine.
Thank you ‘Celebrity’
Terry

I sent for a new handset which my husband fitted. All sorted in days. Very satisfied.

Always very helpful

Recliner chair purchased from Housing Units 12 months ago.
Stopped working, waited 2 weeks for an engineer, he couldn't fix it.
Case passed to Celebrity to fix, again, waited another week.
Visited today, unplugged the broken handset and plugged another one in.
Why couldn't one be sent for me to fix it??? Would have saved my immobile 92 year old mum struggling and being uncomfortable for so long.
The mechanic came in, didn't even acknowledge my mum sitting in the same room.... How rude!

I don't recommend this company at all ☹️

Chair remote replacement arrived in two days and working thanks

Ordered spare parts for chair delivered 2 days later. Staff very helpful

First and foremost I sent this review to another company by mistake, so hoping to get it taken down by a trust pilot.......
So this is what I said the items I ordered were exactly what I wanted down to the last mm, so thank you, and I will be using you again and again👍🏾

Wanted a replacement handset for a disabled relatives reclining chair.

Called to enquire if they operate the Disabled VAT Exemption Scheme (VAT Notice 701/7) and was advised they only offer this for eligible disabled people purchasing furniture only through their website - and not spares for their recliners!

Seems they are happy to use the standard declaration form when you are spending hundreds or thousands but couldn't be bothered with disabled customers who need to replace worn or broken parts. Very disappointing and discriminatory.

HMRC site states "Suppliers can zero rate parts and accessories which they supply to an eligible disabled customer as long as the parts and accessories were designed solely for use in or with goods which themselves qualify for VAT relief.

‘Parts’ means integral components without which the equipment is incomplete.

I'd purchase a different manufacturers recliner to avoid these nasty little surprises later on.

UPDATE (Their initial reply)
Thank you for your feedback. We’re really sorry for the frustration this has caused.

As the manufacturer, we aren’t able to process VAT exemption ourselves this can only be applied when buying through one of our retail partners. Retailers who supply our products are able to honour VAT relief for eligible customers in line with HMRC guidelines.
BR Celebrity Customer Service Team

MY FINAL REPLY
Thank you for your prompt response. You very clearly stated during the call that you allow (either directly or indirectly through your resellers) VAT exemption on the purchase of NEW furniture. You also specifically stated you DO NOT DO SO on valid qualifying parts. When I asked why you simply stated "We choose not to". I have since spoken to Stokers who were completely unaware of the Disabled VAT exemption scheme and have had to refer the matter to their HQ for permission and guidance. I am currently awaiting hearing from them.

I purchase many items on behalf of eligible disabled persons and if you sell qualifying products via your website, which you do, you should enable customers of these parts to claim VAT Relief where applicable. Not to do so is indicative a complete lack of respect for "customer value" and simply places barriers in the way of your disabled customers, which is NOT a particularly pleasant attribute for a supplier of disabled aids / equipment and I am very disappointed that a UK brand has chosen to act in such a deliberately obstructive manner.

You may wish to check out Complete Care Shop, who, like many other suppliers, offer a simple, quick and straightforward process of allowing customers to claim VAT relief at the point of purchase, but obviously that's up to you and whether you are so motivated to improve things for your disabled customers.

I’m delighted with my Hollingwell chair. I’m only 5ft3in and it is the perfect size for me. It feels very stable when it’s lifting me up and is really comfortable. Thank you for the perfect chair!

**18TH August
Today our replacement chair arrived delivered by Downtown who as always 2 very helpful men brought the chair in assembled it and checked all workings, we inspected the chair, it was perfect no flaw in the fabric no damaged frame
Thank you Celebrity a quality chair with no imperfections as expected, alls well that ends well
Special thanks to Downtown (Grantham) for your help and support throught this really appreciate your help and support
Revised my rating of Celebrity, your furniture is quality,never doubted that and am now very happy with your service **14TH August
Well have heard from our retailers, Downtown who have told us the replacement chair will be delivered on Monday 18th August
We will see what the condition is when we receive the replacement chair but from Celebrity refusing to change the original faulty chair (fabric weave problem and damaged frame) to this is a big step forward hopefully all will be resolved, watch this space
Posting on here seems to have made Celebrity have a re think
Just to add Downtown have been excellent in helping resolve this problem

**25th July
Just to update, we have since heard from Celebrity through Downtown and Celebrity.
When things get sorted I will update my review, it looks promising**

Celebrity Furniture Products are good but be warned if you have problems be warned they will not help We bought 2 cloud zero recliners and a 3 seater sofa so far so good
The day they were delivered we noticed that there was a long mark on the cloth of one of the recliners we pointed this out to the delivery men who agreed that it was a fault in the weave of the fabric and the frame was also damaged dented and paint off took photos and sent them in to the retailer (Downtown) who were very good they contacted Celebrity who sent out an assessor who checked round took photos and also said it was a fault in the fabric but was also very unhelpful sent his report in.
Celebrity emailed and said those problems were par for the course and refused any help. Having paid around £3000 for the chairs we are very unhappy with the condition
OK Celebrity furniture are disputing this saying they have no idea of the problems, to make it clear the guy that came out was from an insurance company he was not very helpful in fact he was very abrupt about things he tipped the chair up inspected and took photos tipped the chair back up and then measured the distance from the wall to the chair back although why we didn't know why.we asked why he measured he just didn't answer as to why, we told him the chair was moved closer to the wall when he tipped it back, we always moved the chair away from the wall when we wanted to recline it fully.
When we got a reply from Celebrity they said the damage and the unsatisfactory weave in the material is common, Trustpilot have said "" You’ve written a review for Celebrity Furniture, and they’ve asked for more details to better understand your experience.""
I can help the chairs (2 x cloud zero, your top of the range) were purchased through Downtown (Grantham) ORDER NUMBER 358270.if you need more info contact Downtown (who have been great from order to delivery and beyond)
It was not the delivery men at Downtown who did the damage, we watched them carry the chairs in and set them up,
They also noticed the problems
The reply we got from Celebrity was very dismissive of our concerns saying that was considered acceptable and considered no problem, sorry but when your paying over £3000 for the chairs we expected then to be perfect, they also said the chair was too close to the wall, and we would be expecting warranty if the chairs got twisted, as I pointed out above the chair was closer to wall due to the inspector tipping the chair on its back then tipping it back on its sliders as we have a wooden floor so it slides very easily
We always move the chair away from the wall when reclining!!
Overall our experience with Downtown as been excellent but Celebrity customer service leaves a lot to be desired look forward to Celebrity's comments

Purchased a Hollingwell recliner almost a year ago in Montage pebble,by Celebrity Furniture the chair has been a great buy my back and legs are so much better,the chair is so quiet and comfortable, my only mistake was the colour should have been dark due to light colours show the marks a lot more, so i have just bought dark Brown arm covers,but i wish you could purchase these direct from Celebrity Furniture

I recently ordered four casters of the wrong size by mistake. I returned them and was sent the correct size by return of post next day. First class service.

Excellent staff and quick delivery

Excellent service.ordered yesterday arrived this morning.does not get better than that,thank you.

Ordered new remote got within 24hr great service