M&S Furniture Reviews - marksandspencer.com

Purchasesd the Hasting bedroom furniture 4 years ago. With the 10 year guarantee. The fitting of the wardrobe was bad. So they gave me a refund for half the cost. Nothing was said about my guarantee being affected. Unfortunately it has more problems nothing lines up so doors are not shutting. I also had trouble with the chest of drawers. Knobs coming off. Once off you can't screw them back on. I contacted head office but was told wear and tear. I wasn't aware you shouldn't use the knobs to pull open the drawers apparently they open by magic. My wardrobe wasn't under guarantee as I had half monies back

Bad workmanship. No help at all from the customer service staff. Told to go to the furniture ombudsman. They have stopped doing furniture I wonder why!!! No doubt complaints. Where has the good service gone. I think they should ov least sent me a few knobs to replace the faulty ones.

I ordered Hastings double wardrobes x 2, matching side tables, dressing table and stool from Hastings range.

Had to wait 7 weeks for delivery, which was a complete shambles. Apart from arriving outside of delivery times stated, with no phone call to advise delay, arrived in an old transit van with two chaps who couldn't speak English, one asking me if I could charge his mobile for him!! Unpacked everything in the drive, took upstairs and took over an hour to assemble.

The quality of the suite is not particuarly good but the most really annoying and unacceptable after sales, was the SMELL of the furniture!! Am now 6 days on from delivery and despite having all windows and doors open, the smell still prevails. I have tried contacting M&S by email and phone, but no joy.

I suffer from lung problems and this is totally unacceptable, especially in a bedroom.

I used to be a big fan of M&S, goodness but no more, would not advise purchasing furniture from them.

Ihave just noticed that there is NO Hastings furniture on their website now, I wonder why??

We were looking for a sofa for first flat. We used the website to shortlist 4 styles and then rang our local store to find out if they had them on display. We got a call centre in South Africa who told us it was not possible to say what was on display in any store. Went to super store in Kingston. Only 1 of the 4 was available to see/ sit on but manager looked up all the other stores within an hours drive. None had any of the other 3, just same stock as Kingston. Said I needed to drive 2 hours to Tunbridge Wells but couldn't confirm they would definitely have the sofas if I did do that. Spent £3000 in DFS instead on large corner sofa as they had sofas for me to sit on and try in several local stores and great order time. Ordered a tiny Logan sofa bed that we also wanted. Delivery was booked in for day after the DFS delivery. Huge corner sofa arrived and delivered efficiently and earlier than had been advised. M&S phoned at 7pm on night they were supposed to have delivered to say they couldn't find parking for their big truck so would have to book a small truck and someone would be in touch some time to arrange this. Tried calling to find out timing but they cant tell me just that I should hear sometime in the next week but not to hold them to that because they cant say what timing might be - they are very busy. Id go elsewhere for furniture ....

I have recently purchased a sofa bed from Mark and Spencer, more exactly the Conway Large 2 Seater Sofa Bed. Is not a bad sofa at all but not the best and definitely not worth 1250£+. When sitting on the sofa(not turned into a bed) on one of the sides, left or right it will sink you towards the middle of it because is nothing to support the weight, under the sitting pillows is the bed of the sofa (mattress and mechanism) which doesn't provide any support. Also, the mechanism with the mattress comes out underneath the sofa. (When bought it was thinking is gonna be good being off the floor for a robot vacuum to go underneath to clean) The sitting pillows get pushed forward by the back supporting pillows, some velcro could have been installed to keep them steady. The choice of fabric is a good thing, the frame looks promising, can't say about the supporting feets as I've already replaced them with some taller ones to create access for the robot vacuum. It should have some sort of extra board on top of the mattress and mechanism when in sofa mode to don't sink into the bed mattress. Overall is a 4 of 10, wouldn't recommend, in specially if you weight more than 80kg. Me and my partner are around 180kg together. For the price you pay is not worth. Is not the comfiest bed to sleep, a topper would be needed for longer night spent on it. The size of the bed is ok, 2 people can fit, even a very tall person, over 6.3. a survey should be carried over customers after a while to improve the quality. Hope this helps the future customers and the manufacturers.

I spent over £2000 on a new sofa expecting an M&S product to be of good quality.

It looked good for a couple of months but then after sitting on it it would lose all its shape and need plumping up. I am only a size 8 and live on my own and work full time to its only used a couple of hours a day so by far not a lot of use.

I contacted M&S and they sent out Castelan their assessors (I googled them and knew soon as I read the many negative reviews I was unlikely to get anywhere with them)

as per the reviews they came back and said there was no manufacture fault and it was customer neglect for not regularly plumping up!(apparently i am supposed to do it after every use! - not something i was advised and not somehting I would expect on such an expensive sofa.

M&S refused any further action so I am now left with an 18 month old sofa that looks like it is 10 years old.

So please do not waste your money with them as the 10 year warranty means nothing!

Having had our £2500 for several months you know who delivered my chaise sofa last week. The delivery was a disgrace. The whole van full of furniture was hauled out of the van and put on my drive.and unpacked outside. It all looked battered and bruised and so it turned out. My cream sofa has dirty marks on it and is ripped underneath. But that was only the start of the troubles. The chaise part of the sofa is about 6 inches too long and sticks out over the base by the 6”. That means that the cut -out to fit round the arm has a 6” gap. If we push the chaise cushion back to fit around the arm , the back cushion sits on top of it and is 6” higher than the rest of the back support cushions. The chaise cushion is also about 3 “ wider than the base . The cushions are stuffed up so much that they have hillocks all over them and are like beaches whales . There is no stuffing in the corners so they fold over like elephant ears. It’s going back but you know who sent me a £30 voucher to keep me quiet. The voucher doesn’t work in my local food hall . I told them . They haven’t issued a new one. I now have a hole in my bank account to the tune of£2500 until they decide to refund. I also will have no furniture when it goes back. Make your own mind up.

We had major concerns about the delivery of our sofas after reading the reviews. Everyone has had complaints about the delivery and I confirm it’s 100% an awful service. After being given a date (today , Wednesday the 3rd of April 2024). The deliveryslot was pushed back once and finally due to arrive by 18:15. At about 18:20 we was informed that we wouldn’t be getting our delivery by voicemail. When we called back to find out when we would be getting our delivery we were told we would have to wait to find out. It certainly won’t be tomorrow though. So now after taking time off work and having our old sofas removed we are left with a living room with nowhere to sit.

I’m guessing from previous reviews this is not going to be the end of our problems.

We ordered 2 seat and 3 seat Abbey sofas online. They were delivered on time and initially we were pleased apart from the incorrect dimensions of both sofas. After 3 months of arguing with M&S, the manufacturer (Westbridge) and 2 visits by their inspection company Castellan we've ended up with sofas that do not measure as shown on the M&S website and M&S consumer services are no longer interested.

M&S came up with a hitherto unpublished "industry tolerance" which incredibly enough was the same as all the errors in the measurements or our sofas.

I expected better of M&S but as I said in my title, I won't be ordering any more furniture from them and I wouldn't recommend them to anyone I know.

Although the Jayden sofa bed looks lovely on the M&S website, in real life it is pretty, but as HARD AS A ROCK. The day it was delivered, we immediately realised - after sitting and lying on it for just a few minutes – that it is so uncomfortable that you could neither sit nor sleep on it.

So. An initial phone call to M&S 'customer services' gave us two choices: either pay £25 to have the item collected, or have a 'technician' visit us to assess whether it was 'faulty' and could be collected for free.

I explained that - as the sofa bed was in no way fit for purpose - I felt it was unfair to expect us to pay to have the item collected. It was not like we had just changed our mind. But I felt it was unlikely that an M&S technician would deem it to be 'faulty', so there was little point in wasting time with a visit. I asked to talk to someone more senior, but the customer service operator refused.

I tried again a few minutes later and insisted on speaking to someone more senior. The (different) customer services operator put me on hold and obviously had a long chat with their supervisor, resulting in an agreement to collect the sofa bed without the £25 charge.

Lessons learned.

1. Don't be put off trying to get the unprincipled 'collection charge' waived if your item doesn't do the job it's supposed to do.

2. Never buy a sofa bed without actually trying one out in a showroom.

3. Don't trust the M&S brand - at least not when it comes to furniture.

Ordered Conway chaise sofa and was delivered 10weeks later in October. Had spent almost a year searching for a sofa and finally found this one where I could choose fabric, seat firmness and colour of feet. Was so excited counting down to delivery date but when it arrived, my disappointment was evident. Loved the style, colour and size but the chaise base cushion didn't lie flat on base and was 3cms longer!!! Spoke with customer services and sent many photos and the best they could offer was a return for a full refund. They stated the photos shown on the website were for 'illustrative purposes only' although how you are expected to buy a sofa from an inaccurate illustration when there are no display models in any store is now beyond me. They stated that as there was no 'technician' in my area, they could not determine a manufacturing fault and could therefore not fix the issue!!! As Christmas was approaching, customer service promised a call back to finalize my decision - needless to say, no call back!!!! This sofa cost over £1500 so not a cheap purchase!!! It looks cheap and irritates me every time I walk past my lounge room. No wonder there is no place on M&S website for reviews - reading the reviews here, they would never make any sofa sales!! I will never buy from M&S again and will never recommend them to anyone - just wish I'd read these reviews first