Furniture Choice - www.furniturechoice.co.uk

Their sofa start to peel off in less than a year! And they will not replace or repair. £1500 gone down the drain

Furniture choice is a simple method to get the furniture you want at a price you can afford.

Never purchased a suit as cheap and uncomfortable it’s horrid cushions are sinking to one side only had it a year and it’s a mess wish I hadn’t bought it could have got a much better one for the money

I bought a king size TV bed 13 months ago and the gas strut which controls the TV has dramatically failed ALREADY!!! I contacted the company asking for a replacement strut knowing my 12 month has expired and was told there was nothing they could do. I explained to them that I'm willing to pay for a replacement strut but they continued to tell me that there was nothing they could do because they're warehouse is in Malaysia. They told me that if ANY part of the TV mechanism fails then the entire foot end of the bed needs to be replaced but because I'm out of warranty they can't help me... RIDICULOUS!!!!

The only part that needs replacing is the strut and unfortunately I can't find a company anywhere that makes 1 metre long struts meaning they use individual parts which they can't replace WHEN they brake. After a 45 minute live chat conversation and after repeatedly asking them to give me any contact information from the manufacturer's of the beds they still kept telling me that they are the manufacturer and they source parts to order but aren't able to order the part I need, even though I was offering to pay for it!!!!!!!!!!!!!!!!

Horrendous after service!!!!!!!!!!

Now I have a TV bed that is surplus to requirements for what I bought it for. Now I have to spend hundreds of pounds to replace the bed from a reputable company that is able to replace broken parts. I'm literally shocked at the level of customer service this company offers!

AVOID!!!!!!!!!!

I bought a settee from Furniture and Choice and have only been using it for 6 months and the cushion on the side that I sit on has dipped to the extent that I now have to put a folded blanket in the dip to stop me from sitting slanted.

Their technician came out to have a look and agreed that there was a dip on the one side of the cushion and said that it was the foam that has lost volume. I am 5ft 7 and weigh 60kgs, so am hardly overweight. The technician said that a good settee should last years, but because the foam losing volume is not considered a manufacturing fault, there is nothing that can be done.

I will now have to continue using a folded blanket to simulate a full cushion. Not a good experience at all and I would not recommend Furniture and Choice, if you want a settee that will last you a good few years at least.

DO NOT PURCHASE FROM HERE – 0 STARS FOR CUSTOMER SERVICE!!

Let me start by saying that if your purchase arrives on time and undamaged then I’m sure you would have a very good experience. However, it’s when things don’t go so smoothly that you learn who the companies that really value their customers are, and Furniture Choice have evidenced that they most definitely do not fall into this category.

Having purchased a marble dining table and 6 chairs on January 5th, delivery was finally made on April 1st. Upon opening the box, one corner of the table was considerably damaged. The irony being that this corner of the box was marked “fragile corner handle with care”. That it was extensively damaged was hardly surprising given that there was no bubble wrap whatsoever, nor any form of protection in the packaging bar a couple of flimsy bits of polystyrene. I phoned up customer services, and was advised I’d be required to email photos of the damage over, which I did. I was then told that despite the fact that the damage was unequivocally visible, I’d have to take the marble table, weighing approximately 60kg out the packaging to send further photos. Oh, but it gets better, I’d then need to put it back, and repackage it in order for the delivery company to accept it, before obtaining a refund. Furthermore, I’d have to wait 8 days, until 9th April for a courier to come and collect the damaged goods, meaning for 8 days I’d have 6 large cardboard boxes taking up my dining room. The courier company also turned up outside the allotted two hour window I was given, and advised that had I not been in they wouldn’t have returned. Lucky I was in hey. Furniture Choice attempted to claim this was outside of their control, almost unaware of the fact that they pay DX to courier their products, meaning they are fully responsible.

Anyway, we digress, back to the matter in hand. Having booked a day off work to await delivery of the table, unpacked and repacked my damaged table I’d waited 3 months for, and booked a second day off work to await collection of the damaged table, I’m now told that a replacement isn’t available until August. As you can imagine, having already waited 3 months, I wasn’t prepared to wait a further 4, so asked for this to be escalated. I was called back by someone purporting to be a senior director, who had the interpersonal skills of a caged lion, and to all intents and purposes said you’re getting your refund now clear off. Now while I accept that Furniture Choice have adhered to their terms and conditions, and are not in any way in breach of them, to me, a good company isn’t one that hides behind its terms and conditions, but one that wants to ensure its customer has received a good experience, one that does everything in its power to retain their custom, and provide a good after service. There was no “We’re sorry for your poor experience, what would you like us to do to put it right”, or “yes the system says we can’t get a replacement until August let me see what I can do”. Poor, very poor, and if this review persuades just one person not to give their custom to furniture choice for fear of having a similar experience, then it has done its job.

I am writing this email in response to an absolutely appalling and distressing experience I have – and am still – going through over the last 10 months.

FIRST ORDER!

This first started on 12th June ‘20 when my husband had ordered a Pemberton Mink Velvet Bed King Size from you. Prior to ordering, we called cust service & were given a delivery time of 2 weeks.With that info, an order was placed.

We then received an email on 18th June to inform us of a delay and was now due on 30th June. It arrived on 7th July.

Aside from being late, there was a bigger issue with the bed–it was not the colour we had ordered or what was advertised.‘Mink’ (which was a light shade of pink) was what it was being sold as, it was actually grey.I contacted you via email to arrange for the correct colour to be delivered.From this time onwards – 7th July 2020 – we have been sleeping on the floor.

I was then responded to by someone who told me the bed was only available in Mink and Black and that you did not even sell a grey in this bed. I responded to her straight away with links to your website that show the grey bed (which she had told me didn’t exist) for sale, as well as the mink.

After conversations, on the 15th July it was agreed that the bed was grey and a replacement would be sent. On the 22nd July, I was notified by email that the mink bed was back in stock for delivery. I received it 2 weeks later on the 3rd August.

When received, I was enraged to open it to find another grey bed. I emailed to find out what was going on. The response I received said that the item may have been incorrectly boxed.I chased again on the 3rd Aug and did not hear anything until 13th Aug after once again being forced to chase.

I eventually had a response, who told me that the correct bed will be in stock on the 21st Sept. There was no recognition of being totally ignored for nearly two weeks, just a very generic robotic response. After speaking to some staff with zero common sense or empathy, I had to take the bullet and wait as I had no other choice.

I then received the replacement bed on the 10th October – it was still grey.Totally exhausted by this situation, I requested a refund. I received a phone call the lady said that a delivery of packaging and collection were ‘arranged’. Nothing appeared, so on the 21st Oct I had to chase again. After more aggravation via email and telephone, they finally arranged packaging to be delivered – on the 2nd of November! The bed was finally collected on the 18th November.

There was never any real explanation from anyone as to what the problem was caused by. I was bluntly told that the mink did not exist and it was either this grey bed or nothing. Now fed up, I did not delve any deeper as I was sure I would have been fed more generic answers and patronizing comments over and over again.

SECOND ORDER!

Firstly, at this point, we have been sleeping on the floor for five months. We have been desperately looking for a bed that matched the room we had planned for – the room that was decorated around a ‘Mink’ bed that didn’t exist. After searching for a long time, we saw the same Pemberton bed, but in black, which showed as in stock and available for next day delivery. We called the office to confirm this and were told that the bed was in stock and delivery would be as advertised. Against our better judgement and in desperation, we ordered from your company once more on 7th December 2020.

We had now committed to a black bed and purchased furniture accordingly. Black bedside tables, a black cabinet, black frame for a painting and most frustrating of all, we had our parquet floor sanded and reconditioned in black.

The first issue was that the bed did not turn up in time. When we called the office the day after we expected the delivery, we were told that the bed was not in stock and we would have to wait until 11th January 2021 to arrange delivery.

On the 8th January we received an email to say there was a delay and it was now due on the 25th January. We then called closer to the 25th January, to be told that there was a delay until mid-Feb. We then called mid-Feb, to be told it would be delivered at the end of February. We were eventually delivered the bed on Wednesday 24th February – nearly three months after we were assured it would arrive.

The next issue and more importantly, to our absolute amazement, the bed is not black. It is dark blue. I now have a bed that does not match my room and am extremely out of pocket.

ADVERTISING OF PRODUCTS THAT DO NOT EXIST, 5 DELIVERY DATES NOT MET, SENT THE WRONG BED ON 4 OCCASIONS, AVOID AVOID AVOID AVOID!!!!! WORST EXPERIENCE OF MY ENTIRE LIFE.

Bought a 3+2 Sorrento leather suite, delivered in July. Was dumped in our back yard despite being told it would be delivered to the room of our choice. My 62 year old disabled husband and myself had to get a barrow and take it round the front, via the end of our street as we live in a terraced house, then down 3 steps and up onto our raised patio to get it into the house. When I spoke to them to complain about this, their only comment was, sorry, it shouldn’t happen like that. I called them in December as the seats are sagging and wood poking through the recliner. They sent their technician who said he would write a report and they would be in touch. I then called them 3 weeks later and they stated that there is no manufacturing fault and that we are sitting on them wrongly! Unfortunately it didn’t come with an instruction book telling this 52 year old woman how to sit!! He said the sagging seats are just natural settlement of the sofas. Possibly, after a few years, not 5 months! They say as far as they are concerned there is no fault so the case is closed. Not by a long shot it isn’t. They cost us £1000 and after 5 months they are in worse condition than the old ones we had for 8 years then gave away to a young family with 3 kids. They told us to get our own technician and if he says different then they will consider his report. I have just contacted trading standards and the furniture ombudsman as I believe they will say anything to get out of refunding us. I have read loads of bad reviews since and a huge amount of them state that people are sitting on their sofas wrongly. Save your money and go to a decent company who care about service.

Ordered 30th August. Waited 2 weeks for a delivery date. When we hadn't heard anything we emailed, to be told it was out of stock and was due in stock on 15th September as per the website. (Great service there, it would seem you're expected to check the website daily to find out when your order might actually get delivered.) The email was really curt and unhelpful. Having no choice but to wait, we did so, watching as the in stock date just moved further and further ahead. Order finally arrived today..... and we've been sent the wrong item. Live chat was utterly useless and unhelpful, and in the end the person just stopped responding. Rang up around 9.30am and there's an answer phone message saying they're closed. I dread to think of the rigmarole we have coming now to get these armchairs returned let alone getting the right ones sent without another month's wait. Save yourself the hassle guys, plenty of other furniture sites. Use them instead.

I purchased a Rio L Shaped sofa from Furniture Choice in black faux leather. The looked ok to start with but the quality of the material they make the sofa cushions from is very poor quality and is not fit for purpose. One of the seat cushions has worn out and is shredding off little pieces of black material everywhere.

I contacted Furniture Choice customer services but they were most unhelpful, they refused to supply me with a new seat cushion, even though they admit they are the manufacturers, or even if I offered to pay for it!

I have not had the sofa a very long time and expected it to last a lot longer then it has.

I certainly wouldn't buy anything from them again and definitely wouldn't recommend them.