Furniture 123
Reviews and Complaints

Im so very disappointed with this company I will not use them again or recomend them to anyone . I was sopposed to have my radiater cover deliverd on the 29th September, I got a message to say it would be deliverd on that day my husband waited in all day it was not deliverd he lost a days money from work today is the 16th October still no delivery iv had no exsplanation of why its still not deliverd iv been promised phone calls im still waiting .the money has ccome out of my bank Iv been emailing im getting emails back saying there sorry they are looking in to it this is digraceful the way customers are treated shocking infact . iv exsplained that im in urgent need of this to finish of my decarting but nothing they really do not care , i WAS PROMISED A CALL TODAY AT 11 THROUGH EMAIL STILL NO CALL i cant stress enough how terrible this is

I purchased the MAYA04A dressing table mid-April 2023. This is pre-built and made of mango wood stained in a drk grey finish. In the past few months since, simply opening a drawer has caused the finish to rub off. I sent in photos and asked for help on this, and they have emailed and called to tell me they will do nothing to help, as this is deemed as user damage.

I asked how am I to use the drawers then if by opening it, it causes damage, and they said they cant comment. They have stated that opening a drawer should cause damage though, but clearly, it has.

This item was clearly faulty, and if the drawer and opening is either designed with a track mechanism or had ample clearing space, this would not happen.

As per the UK consumer rights, they clearly have chosen to disregard this, as it is unfit for the purpose since having a drawer that cant be used or it takes off the finish is ridiculous.

DO NOT BUY FROM THIS COMPANY. i tried to return something, they sent the wrong label so the post office couldn't accept it. then they said I wold have to pay for the return. THEN they booked a collection without my authorisation and said the cost would be deducted from my refund. THEN when i asked ebay to step in I askd them again for the correct label and they send me an invoice (?!) claiming that's what i requested. They are on an entirely different planet where it seems to be ok to completely jerk someone around and tell blatant lies.

Ordered a dining table and chairs. Table arrived damaged. Phoned customer service who said I could return and get a refund. Was given a date for collection of the table. On the day it was then cancelled. This continued to happen on 3 more occasions. I am still waiting for the collection to take place.
During this time my family have no table to sit at and eat off. I can't buy a new one until my money is refunded.
Between my husband and I we have taken 3 days off work to wait in for collections that haven't happened. This is very stressful.

Bought a TV unit which was delivered when stated and packaged really well. However the unit was damaged in multiple places. When I contacted Furniture123 I was instantly offered a £30 refund which was quite insulting based on how much I had paid. I requested for the damaged unit to be collected and replaced at the same time. They refused to do this. Their responses were rude and very unhelpful. They obviously do not value their customers. Appealing customer service and quality control and will never buy from them again!

25 November Ordered Navy chair and stool as per description when selecting what would like. Chair only arrived. When I contacted them they advised it is only the chair even though their website advertises chair and stool, and still does. Was told I would need to pay £200 for stool and can't return the chair as I accepted delivery. Appalling service. Order number [protected]

I was informed when I paid for my order that my items were due to be delivered on 11/11. I booked a day off work in order to take delivery. I then received a further email telling me the order had been delayed and that it was now due to be delivered 18/11 so I have booked a further day off on that day.

today 15/11 I have received a further email telling me that the items will not be delivered until 02/12 a further 2 weeks.

Firstly I do not understand how a company can take orders for stock they do not have and secondly until the stock is in your warehouse how you can provide delivery dates. I have now lost 2 days pay and have still not received the items I have paid for a month ago. I have no spare bed for guests that were due to stay to look after my dog last weekend so had to pay extra on kennel fees also. This is not the first time I have had issues with your delivery service and I am still waiting for the feet that were missing from the bed from my previous order. Consumer Rights Act 2015 clearly stipulates that delivery must be made without undue delay and within 30 days from the point of purchase unless you and the retailer agree otherwise.

Please see attached photos of our sofa purchased for Furniture 123 in Dec 2020 order number [protected]. This sofa is in a light use area and only been sat on occasionally as you will see from the condition it is in. The left arm on this sofa has come away from the base and now is loose and we are unable to use it as I fear it will break off completely which come lead to an accident.
I am requesting a full refund for this faulty sofa it is not Fit for purpose and has not lasted a reasonable length of time.
Fit for purpose - no the arm has failed, this sofa has barely been used but still the arm has come away from the sofa base.
We purchased this in Dec 20, I would say for a sofa to last less then 12 months is not a reasonable length of time.
Please confirm when the refund will be processed, the sofa is available to collect whenever convenient for you.

Absolutely appalling service. Order was for butterfly folding table and chairs - booked and paid for next day delivery at higher cost. Checked our account on the day as time was passing for customer service to be open. Account said delivery for further 3 days away! Got thru to c/s and refunded delivery charge but delivery remained for Saturday. Literally just checked account again and delivery day changed again for another 5 days time 😡😡. Went online for webchat. Told delivery was in 4 days. Useless service so telephoned thru to c/s and was told it's 6 days and she didn't know where her colleagues were getting their info from. She said she couldn't understand why it hadn't been delivered as they had plenty in their warehouse. Told her they were going to have one extra and requested an immediate refund.
Lies and misleading information at every stage. Avoid

The below email was sent to the director and head of department and I am still waiting for a response. It's been nearly over a month that i've been waiting for them to collect this bed they're just ignoring me.

Hello

I have still not received a response for the below email which I sent on the 16th may. I have had this wrong bed with me for over 2 weeks now and I am disgusted at the service I have been given.

1st - I was given the wrong bed

2nd - no one would answer the phone when I rang your office, it kept saying I would have to wait 98 mins I requested for a call back and no one rang

3rd - I finally get a response 4 days later giving me an option of keeping the bed I have been given or wait longer for the right bed I ordered. At this point I was sleeping on the floor so I stupidly assumed keeping the bed I had been given would be an easier and quicker option, I had to wait till the weekend to fix the bed as I wouldn't of been able to do it myself when we finally got to unpacking the bed I noticed the wooden slats weren't in the box, where am I meant to put the mattress if there are no wooden slats? I immediately tried to ring your office again but again the same message. Then I emailed and since then I have been ignored by laura and hour team and not even received a response to say my email is being looked into, I messaged on the emessage option and keep getting automated responses and when a person does respond they assume my enquiry is dealt with or ask for more information which I give but then don't respond?

My back is in agony from sleeping on the floor, I removed my old bed so I could make space for the new bed and fix it right away I didn't ever think I would be without a bed 2 weeks later, I have never bought from your company but after reading incredible reviews I thought I would give it a shot but I was so wrong. I should've took my money and went to bensons for beds or ikea as they are trustworthy.

I want a full refund and want this wrong bed to be collected, this was your company's fault from the start so I don't see why I should be suffering. Is this how you treat your customers? I'm disgusted. I'm thinking of going to the sun or daily mail to warn them from using your company.

Can someone please respond and arrange for a date for this bed to be collected and for a refund to be processed so I can go elsewhere and get a bed.

I'm hoping to hear from you soon.

Regards

Ordered a dining table set in August and was supposed get delivered by 30th September. After a month also i didn't get any delivery. Then i contacted them asking about my order, they said there was problem with delivering company so now they will dispatch my item straight from their warehouse in 3-5 days. I waited again another month. So i emailed them and asked for a refund. They apologised and said will refund me and i will get money in 3-5days. Nothing and again contacted after a week, they replied will raise my issue and someone will be in touch by end of next day. Didn't receive anything. Again emailed them after 3-4days twice. And now they are totally ignoring my emails and there is no sign of getting my money back. Neither i get my order nor my money back. I just would like to have my money back. It has be 3months now. Such a fraud company and fraud people. Lying and taking money from innocent customers.

Don't you even think of buying your furniture with this shop! I have ordered a day bed + 2 mattresses on the 22nd October. Few days after I received an email with the estimated delivery for the 9th of november. During the days after I checked several times on the website in my account the delivery date that was never updated. A week before the delivery I have ordered and pre-paid £79, 00 to a moving company for somebody coming on the delivery date to assembly the bed. Yesterday afternoon, 2 days prior to the delivery, I even called to double check with someone of furniture 123 about the delivery date: All confirmed! The lady said. This morning at 10am, 1 day before the delivery, I checked AGAIN, and the delivery date was again confirmed tomorrow the 9th. You can imagine the disappointment when at 11am I received an email with the changed delivery date estimated for the 14! What! ? Without even call me! They think you spend your days at home waiting for their furnitures? I have immediately called. They replied that the manufacturer stated the bed is not IN STOCK! THE DAY BEFORE THE DELIVERY!?! Obviously an Unacceptable lie! This is people who should not be in business. They fraud customers. I have lost £79 and have been forced to book again for somebody to come to assembly the bed and paid another £79. The customer care lady on the phone promised a refund for the delivery expenses plus 30 pounds of compensation "I will put everything on an email" she said: EMAIL NEVER SENT, NO REFUND RECEIVED! Do yourself a favour: buy your furniture in a serious shop. These people are SCUM!

DONT USE THIS COMPANY!

The customer service is shocking
They use an awful rude delivery company
Send wrong parts
Take months to send the correct parts
They lie constantly
Cause you lots of stress
They must only get good reviews sometimes because their own workers are adding these!
Our issue has been on going for 2 half months now! We still dont have the bed!

Please avoid!

Paid extra for a Saturday delivery slot which turnd out to be a waste of money as they actually cant guarantee a Saturday delivery as this is in the hands of a delivery company they use. How can they get away with charging extra for a service they can't provide? I was advised by their staff i can actually re-arrange with the delivery company for another saturday slot! Are they for real? So i paid extra arranged a tradesman to build the furniture, threw my daughter's bed out in preparation for her new one arriving to be told well arrange another saturday delivery, now need to take an unpaid day off work to wait on delivery so disappointed in this company! Avoid avoid avoid

Seems like this company just does what rogue traders do... take your money, sit on it, collect the interest and eventually give it back after weeks or months of hassle..
if they do it to enough mugs, they don't actually need to sell anything, just collect the interest.
So far I've been given 3 different delivery dates, [or is it 4?] all have been changed at the last minute, or without notice.
DHL's tracking system doesn't recognise the consignment note number I was sent.
Now, I've just been informed it hasn't even left the warehouse yet.
my £40 stool has now turned into a £400 stool with 3 days off work for a delivery that still didn't arrive...

STAY AWAY FROM THESE JOKERS!

Be careful when using this company. Ordered a bed and mattress over two weeks ago, then to be told it was not in stock. Found a placement bed frame to send out to us, which arrived on time. However the mattress was meant to arrive last Monday. Waited in all day for it to arrive, had to call them to see where the delivery was to tell us it was not in stock and they would send it out on Friday. Again waited in on Friday for it to turn up and still did not arrive! When we rang up we where told that it was not going to arrive until the following Monday and that there was nothing they could do because it was late Friday and everyone was going home. No one contacted to tell us about any delay and the lack of communication is appalling and will not be using this company again!

Absolutely awful company with atrocious customer service.
I have had 3 different delivery dates, one no show, and two date changes with no correct communication. They change delivery dates with 1 day warning which turn out to not even be the correct date. This company has had my money since January and only received items at the very end of March (to which may I add, arrived on a date not even given to me by Furniture 123) . I spent over £600 with this company, lost out on a days work waiting for my 'no show' and all I had offered was £40 good will gesture by the online help chat (who cut you off anyway), to which the manager couldn't even return my calls...he was always 'not available', though I feel like he was avoiding me - all I can suggest is anybody thinking of purchasing from here, avoid them!
Such a shame as the company look like they have really lovely furniture - the customer service just doesn't match, beyond rude, its shocking.

Ordered on 6/11/2017, order number [protected]

I was appalled by the customer service I have received from the company after they delivered the goods almost two days later, although I paid for the next day delivery. They refunded me with the next day delivery cost after my complaint but that would not compensate me for taking two days off (as a self-employed person!) whilst wasting time and waiting for their delivery. Not to even mention that because of the bed we ordered was delivered almost two days later, my guests had to sleep on a borrowed blow up mattress on the floor! When I asked for a very reasonable reduction of the price to compensate for all the trouble we had to go through I was told no in a very unpleasant way.

I would NOT recommend this company to anyone. But I wish them a good luck as they will need it to keep their customers. I will certainly be taking my business elsewhere.

Ordered product and paid for next day delivery only to receive an email the following day advising us it would not be with us for 7-10 days. On contacting furniture 123 they advised me that although their website says it is in stock they don't actually stock they item they instead place an order with another supplier to deliver. Thus they just 'assume' the product is in stock. We cancelled the order immediately however we never received a refund and in 7 days time received an email from a delivery company advising us they were delivering the item. We phoned 123 whole advised us the order had been cancelled so would investigate why it was sent. We refused delivery of the table the following day after the poor delivery guys had carried it all the way to our door. We have since had over a week of problems with daily promises of a manager call back, which has never happened on 4 separate occasions, to try get our money back!