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Furniture4u review: bad customer service 10

A
Author of the review
5:25 am EDT
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This company had delivered an ordered brand new sofa with damages. It took weeks and many telephone calls before they had the willingness to send a new one. The delivery was not made on the agreed day and this caused a lot of problems. The second sofa also was damaged. Considering that the packaging had no defects, neither on the first nor the second sofa it's obvious that the damage was not caused by delivery or mishandling it was packed already damaged. It's almost impossible to reach the company's customer service and even if you do, other then getting promises you won't be treated correctly. The company management cannot be reached, further than the "customer service" you won't get.

10 comments
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Debra Jeffrey
, US
Sep 19, 2018 9:29 pm EDT

I emailed your complaints team in regards to furniture my mother bought from yourselves and there was a problem with the delivery. Invoice ref above on 07/02/2017. I am still waiting for a response.
I am requesting for the refund as stated on the terms & conditions on the back of your invoice.

Regards
Olu.

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Chris Carlsberg
, US
Apr 30, 2017 7:28 am EDT

My furniture split after only 3 months & its vinyl
Not leather as advertised, they've ignored all
Correspondence & blocked me on social media

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Ab28
, GB
May 16, 2017 5:10 am EDT

Was it the Islington sofas by any chance as we have had the same?

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Tigerseye
, GB
Apr 08, 2016 11:20 pm EDT
Verified customer This comment was posted by a verified customer. Learn more

My Hammersmith Sofa Bed was delivered Dec 7th - with NO Fire Label - Consequently I asked for Sofa Bed to be returned and for e refund - Furniture 4u tell me they do not do refunds - This company is in breach of contract - as it should have Fire Labels on the Sofa Bed - however all I keep being told is 'no refunds'. The company were invited to register with an Alternative Dispute Resolution agency - they declined. Reading the complaints above I can see why now!
See below for my correspondence with Furniture4u
From: Furniture4u [mailto:admin@furniture4u.uk.com]
Sent: 12 January 2016 13:05
To: J, A
Subject: RE: return of goods

Dear Mrs J

Unfortunately after the time of delivery we would not be able to offer a return of the product under these circumstances. This would have need to be noted to the driver at the time of delivery.
We do apologise for any inconvenience caused.
Kind Regards,
Furniture4u
www.furniture4u.uk.com

From: J, A [mailto]
Sent: 12 January 2016 11:21
To: Furniture4u
Subject: RE: return of goods
Importance: High
Hi,
Thank you for the response below on 7th January.
I have double checked with regard to the fire label and there is no label nor is there a tag from where the label may have been taken off at time of delivery.
As noted in my first email of 23 Dec – I am seeking a return of goods due to “breach of contract” – and am requesting – as stated in my previous email of 23rd Dec – please advise of the following:]
I am now waiting for Furniture4u to inform me of the following arrangements:
a) The date the reimbursement of all costs will be in my bank account - £299 for the sofa bed and £40 delivery charge
b) A mutually agreeable date in which the goods will be removed from my address – without a further delivery charge.

A J

From: Furniture4u [mailto:admin@furniture4u.uk.com]
Sent: 07 January 2016 16:29
To: J, A Subject: RE: return of goods
Dear A,

Thank you for your email, we do apologise for the delay in getting back to you.
All of our sofas come with the fire safety labels on them, Please double check this right on the bottom of the sofa.
If you can still not see this it may have been taken off at the time of delivery. We will not be able to accept any returns after the time of delivery as this was signed for on the day.
We apologise for any inconvenience caused.
Kind Regards,
Furniture4u
www.furniture4u.uk.com

From: Jarvis, Anne [mailto:A.J]
Sent: 23 December 2015 15:57
To: info@furniture4u.uk.com
Subject: return of goods
Importance: High
Dear Complaints Dept’

Re: invoice 12545 - Mini Hammersmith Sofa Bed
In August I visited Dartford’s Orchard shopping centre where Furniture4u had several pieces of furniture for sale on display in the mall. I expressed an interest in the sofa bed, however, I observed that there were no Fire Safety labels on the furniture, consequently following a phone call to Furniture4u Scotty the sales person confirmed to me that the furniture would come with Fire Safety labels.

The sofa bed was delivered on the 7th Dec. A couple of days later I checked the sofa and could not find any fire safety labels. Consequently on 10th Dec I phoned [protected] and spoke with a male – who advised me the furniture would have come with a label and that the delivery men must have pulled it off. I expressed my dissatisfaction with the situation and requested that the sofa bed be returned, however the male stated ‘we do not do returns’.

I have since spoken with Trading Standards advice service and am informed that I can seek a return and refund of the goods due to ‘breach of contract’ because of the lack of fire safety labels. In addition I was informed that it is my statutory right to seek reimbursement if I am dissatisfied with the goods I bought.

Earlier today I phone the 0208 number and requested the goods be returned and am seeking a reimbursement of all the costs – both the cost of the sofa bed and the delivery charges, given that I would NOT have bought the sofa bed had I not specifically been reassured that the furniture would have fire safety labels. However the sales person I spoke with today stated that I must put my request in writing – hence this email.

Despite my specifically asking about the fire safety labels, and being reassured by Scotty the sofa bed would come with the fire safety labels – it has arrived without any – therefore I am requesting the sofa be returned and I be reimbursed for both the delivery and the cost of the sofa bed.

I am now waiting for Furniture4u to inform me of the following arrangements:
a) The date the reimbursement of all costs will be in my bank account - £299 for the sofa bed and £40 delivery charge
b) A mutually agreeable date in which the goods will be removed from my address – without a further delivery charge
I look forward to hearing from you shortly

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dun rabar
, US
Dec 17, 2015 12:54 pm EST

Complaint about faulty goods from furniture4u
Ref 15189
I bought ISLINGTON RECLINER sofa 2 seater from you on 17/11/2015. I paid £640. from furniture4u. I now find the goods have the following fault:

I already reported a manufacturing fault on my Islington sofa 2 seater on the 22/11/2015 but your Furniture4U Team just offerd repair. when the repair person turn up told me that there is no
guarantee the sofa will look like as before need to be cutting So I said No to repair. hasn't fixed the problem.
recliner one side is not opening ( not working) need to be exchange or give me a compensation of £250.The recliner handle on the left for the sofa is not working, on the 2 seater one side only .

Under the Consumer Rights Act 2015 goods you supply must be fit for purpose. As there was a problem with the goods when I bought them, I request that you give me a full refund or I want get a replacement or compensation for the 2 seater of £250
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below email sent from furniture4u team
As we have booked in a repair for you and you didn't let them repair the sofa when they came to your property we wouldn't be able to just re send as we get charged every time for this service. If you was unsure of anything at the time of repair you would of needed to call us as we could of reassured you.
It's not a problem I can rebook this. But you will need to pay for the last visit which cost £40 as this is what we were charged.
Furniture4u

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Andrew Bulle
, US
Dec 15, 2015 5:01 am EST

This company is tantamount to thieves.They take your money and keep it till they feel like delivering .
I have asked for refund and they are just plain rude.
The manger Lewis from head office was atrocious. they have no idea on whats customer service.
Months later i dont have my money nor the couches i paid for in full.

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Andrew Bulle
, US
Dec 13, 2015 8:37 am EST

Zero communication and utterly useless company.
All they are keen is taking your money and when deliver when they feel like . Was initially told i could pay for couches on delivery which quickly changed and i had to pay via the phone.
- Couch i bought has been discontinued
- Called to find out on progress off my delivery and they have no clue and cant give me a date.
- Not sure they understand that when you want your couch you want it.
They also refused to give me a refund

I will not recommend this company to anyone.Rather spend your money elsewhere.

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Miguel Puentes
, US
Nov 11, 2015 4:33 pm EST

Awful customer service, The one year warranty is an absolute lie! 3 months after purchasing the sofa a leg piece which was poorly welded fell off and they didn't take responsibility for it and avoided complete communication. Sadly a completely unreliable company.

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pat beattie
Erith, GB
Jan 09, 2015 11:16 am EST

I purchased the dalston set from furniture 4u, 2 days later I noticed a split right on the edge of seater, on close inspection I noticed 2 defects, when I complain to then, I was told I should had check it when it was delivered, there for its my thought, these sofas are being sent out from factory like this, and I would not recommend anyone purchasing from then, once they got your money there not interested

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pat beattie
Erith, GB
Jan 09, 2015 11:09 am EST

I purchased the dalston set from them, 2 days later I noticed a split at the bottom of 3 seater, plus 2 defects, when I complain to then about it, was told I should had check it while it was delivered, the defects have come from factory, they are not being check, before they leave factory, i didn't find then very helpful, and I would not recommend anyone buying from then

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