I ordered a Julian Bowen Domino Bunk Bed bed and the website stated "in-stock". I then received an email advising delivery would take a week.
The bed arrived and the contents were clearly smashed to pieces. I refused delivery on the doorstep and the couriers took the bed away (accepting that it was clearly very badly damaged).
I immediately phoned Furniture123 (on their premium rate phone line with extended unnecessary recorded options) and advised them off this. They said someone would call me back that day. No one called.
I then chased again the next day and was told I couldn't have a refund until the couriers had returned the bed.
I chased every few days over the following two weeks and was repeatedly told that I couldn't have my money back until the couriers had returned the bed.
In the end I phoned the couriers and asked them why they still hadn't returned the bed. The courier advised that they had returned the bed the previous week. I phoned Furniture123 and they denied this.
I asked them to explain why I was having to wait for a refund when I had never actually taken delivery of the goods. The boy I spoke to said that under law they could keep my money for 30 days and therefore that's what they would be doing. I explained that consumer law said they should refund me within a reasonable period (that was generally accepted in practice to be no more than 30 days). He replied to say "trading standards says we can have it for 30 days, so that's what we do".
On the 29th day after delivery I contacted them again and was told that I could now have my money back but that it would take a few days to be processed. I eventually got my money back 32 days after refusing delivery of the damaged goods.
I would never ever deal with these people again. I ordered in good faith, refused delivery of damaged items, had to chase to get my money back and am out of pocket due to having to constantly call the premium rate phone number. I made a complaint to the company and asked to be reimbursed for my costs and they refused saying "we don't do compensation".
OMG! I wish we had read the reviews of this company before ordering from them.. Last weekend we ordered a bunk bed (clearance stock for £160 ) - we were eager to save some money on a bunk bed and this seemed like a good deal with free next day delivery guaranteed we order it with delivery for Tuesday. Took a day of work to stay in for the delivery. Panther turned up and delivered the item with a couple of Polish and Hungarian men which couldn't find the place on their Tom Tom. After a few hilarious phones calls with the driver's mate trying to find us "Please, where are you?? You not on Tom Tom, I know not where you are, Tom Tom not find you, we be 20 mins" (90 mins later they turn up!).
Another 10 mins for driver to get order up on his Samsung smashed screen mobile - "oh not working, like Tom Tom!!, Wait I get paper invoice"! (don't know why he didn't do that in the first place). Anyway, I check the invoice - yes three packages present, signed for it and and off they went following their Tom Tom, dissapearing into the distance over them hills singing happy Polish songs having successfully delivered our bunk bed.
We set about unpacking and the packing was certainly a bit shabby, I said to Jane, I hope the instructions and screws are in one of these packages! Sure enough, we took out the 30 pieces or so only to find the instructions and screws were not included!! Now this was only the beginning of our problems as we needed this bed assembling to receive two foster children in a couple of days time! Several phone calls later, passed around from pillar to pillar, all we could get was, "we will have to get hold of the warehouse to see if they can locate the box with the screws in it and we will get them to you, it may take a couple of days". No good to us we have to have a workable bed up in two days! "sorry all I can do is pass this to our investigation team and they will INVESTIGATE IT!". Raised voices followed, Jane was at breaking point with frustration and it was decided that the best option would be for them to cancel this order rather than waiting to see if they can find screws with no guarantees of them all being found. So passed to the cancellations department the item was cancelled then passed to sales department had to reorder another bed. We were told we would send it tomorrow and collect the other at the same time so we would have it WED in time to get it up assembled for Thursday. Off course, guess what? It didn't arrive!! And in calling them they just before noon they stated we don't know why you were told you would have it today as it wouldn't have been possible it will only come on Thursday - though they wouldn't guarantee it. Neither will will be collecting the other one today and we cannot refund your money until we receive your returns!
We asked for a cast iron guarantee that we would receive it on Thursday as we had completely lost faith in this company, the operator said they would ring us back (this was lunchtime yesterday) to confirm it would definately be delivered - off course they didn't call back. At this stage (later in the afternoon), Jane was so pissed of with them and worried about not receiving it she sent an email cancellation and drove out to IKEA to buy one!
Of course this morning, we received the email to say the replacement bed has been despatched and on its way - despite the fact we emailed them to cancel it!! These useless turds!! SO I had to ring up again for 30 mins from my mobile 35p a minute) to be kept on hold hold hold, their refusal to call us back and their inabilility to cancel the delivery, "oh if they can't deliver it because you can't be in they will take it away and attempt delivery again the next day".... errmm..."don't you know understand guys we have cancelled it, we don't want your bed, don't bring it and charge us for non-delivery just give us back our money and some compensation for all the stress and loss of earnings you have caused us!"
Two days off work, probably going on £30 in phones calls to their money grabbing 0871 number, a headache and a completely distraught female in da haus! Now they have £400 of our money which we are no doubt going to have problems getting back ! That battle hasn't even begun yet!!!!
UNDER NO CIRCUMSTANCES BUY OF THIS COMPANY! THEY ARE A BUNCH OF USELESS TITS!
Recently purchased a wardrobe from Furniture 123. It arrived with a broken back panel. I phoned to advise of the damage and was told I needed to submit a photo, showing the damage. i did this and asked for confirmation that the photo had been received. This confirmation was received via an "E-Form" on 21/08/2013. At that time I was advised that the returns department would be in touch within 2 days to advise on a replacement. I indicated that I would be happy for them to simply order and deliver a new back panel. after that it all went quiet. On Friday 30th August I phoned the company for an update. I was told that they hadn't received the photograph, however when I told them I had a confirmation of receipt, they said that it had been sent to the wrong email address(?) Then I was told that the the returns team would be back in contact - they haven't. I have now referred the case to West Yorkshire Trading Standards, however in my heart of hearts I know that we will not get a resolution to this case without raising a claim through the small claims court.
My advice to anyone reading this review is simple - DO NOT PURCHASE ANYTHING FROM THIS COMPANY.
An update to this review.
After even more unanswered emails, I searched for an Email address for Nick Glynne, the owner of this company. I actually found his address and emailed him. I received a reply from the Customer Services Manager, who had been instructed by Nick to resolve this case. I am pleased to confirm that after her intervention we received a replacement back panel for the wardrobe and a goodwill payment. However having to ask the owner of the company to resolve our issues isn't acceptable. Sadly, despite their best efforts I still cannot recommend this company and will certainly never buy anything else from them.
I ordered a dining table and chairs set as our table is no longer big enough for us I found furniture123's website and thought it was a great deal so proceeded with my order they took my money immediately and told me my order would be delivered in one day, however in reality that did not happen on the day delivery was supposed to of taken place I decided to check on the website to make sure my item was on its way to receive an email stating it was out of stock how would I like to proceed with my order ? I asked for a full refund which I was told would be in my account in three working days. Three days later nothing emailed them again told there was a system problem it had been rectified I will receive in three working days !!!! Went on PayPal to check the status of my payment because when issued a refund it automatically changes and still saying payment completed so they have lied again !! I have taken this matter further by contacting PayPal and consumer rights I have also written to watchdog to ensure one way or another I will receive my money back. I would definitely not recommend to friends or family? No stars but had to give one to publish
I ordered and paid for a sofa bed (at some serious dosh outlay!) on 14th November. Money was taken but after that no contact bar a few advertising emails. I have emailed so many times to try and get a delivery date but no-one bothers to answer. I contacted Nectar as I went through their site but they say try the trader again. You call the number and it tells you to go to the website and go to contact us link. Absolutely ignorant. Then I saw all the reviews - oh dear!! Trading Standards to the rescue
I ordered an electric recliner chair from Furniture123 last Friday. According to their website I was supposed to receive it the following Monday (i.e. the following working day). When it did not arrive I got worried. When I looked up the comments made on Dooyou I got REALLY worried. However, it arrived on Tuesday, just one day late, and in very good order. Not bad at all.
I ordered a lamp table for my elderly mother on 7th October. It was received two weeks later. It was part pre-assembled so I completed assembly for her on day of receipt. The pre-assembled part of the table looked as though top had been put on the wrong way round and it made the table look odd. My mother decided she did not want the table as it appeared to be faulty and of poor quality. Called Customer Service to request return - also on the day it was received. Prepaid premium covering the cost of return had been paid. Spoke to Angel (american accent). Received e-mail acknowledging this phone call then nothing - chased them by e-mail and received apology back for lack of response and asking for a day which would be convenient for pick up. Advised them of this and since then despite a couple more calls (told the whole story again and again to Angel) and despite more e-mails have heard nothing. Like so many others wish I had thought to read the reviews before ordering from 123. My poor Mum is left almost £123 out of pocket with an inferior product.
I would strongly advise that if you are considering buying from Furniture 123 that you go somewhere else. They have not honoured their guarantee and have been extremely difficult to communicate with. I intend to pursue this further with Trading Standards and the credit card company if possible.
If you google map their head office at the Sandway Business Centre LS9 8SS, the closest thing to a furniture warehouse you will find would appear to be the RSPCA Used Furniture Centre!!!!!!!
I ordered 2 pieces of furniture in September 2011 and my credit card was debited immediately. In October a sideboard arrived, the packaging was poor, major parts were missing and some parts were damaged. The remaining piece of furniture never arrived. I cancelled the order, and I was told my card would be credited within 10 days. After numerous phone calls, emails etc I have now been refunded almost 2 months later. I would avoid ordering from this company unless you have the time and energy to deal with a very poor customer service dept.
I ordered a bed online and received confirmation that i would receive next day delivery of the bed. The next day i received a phone call to inform me that the bed had been discontinued and that it should have been removed from the website. I was told that my money would be refunded but would not show in my account for 10 working days! Great! So how am i supposed to go and buy a different bed? 10 days came and went...still no money. So i made a phone call to which it was admitted that there had been a mistake and the payment had not been refunded, but that it would be done the same day and i would have it in my account within 3-4 days. 3-4 days came and went...still no money. So i phoned again to find out what the latest excuse would be and i was told that the money had still not been refunded but that it would be done today and i should have the funds within another 3-4 days.
As of today I have still not received the funds in my account.....
The initial order for the bookcase which we paid for was on the 13th of April 2011, an unlucky number. It is now 17th October. The next contact we had from them, after getting on to them time after time, was on the 14th of June. This was after being told it would be a next day delivery, and this was in answer to my email telling them that it was damaged on arrival. They wanted to know if I'd signed to say that the goods had been inspected and was damaged. A good get out for them as their carrier wouldn't wait for it to be checked. It was a small part, so we suggested that instead of sending the whole thing back, something we didn't think would be wise considering the length of time we had to wait for the initial delivery, and we might not live that long, even might not get it back at all. Next thing they asked for was pictures of the damaged piece, which we sent. After that, through many other to and fros, they said they had a broken item from which they could give us the part. Then there was another long silence. Eventually we got an apology for all the trouble we'd been through, and would we accept £50. We said 'All right' and left it at that. When after weeks of waiting nothing came, we sent another few emails and we were eventually told that the person who dealt with it had left the company, and that was that. My last communication to them, 10th October, was to threaten them with the Trading standards. I suppose they must have come across such threats before, so I didn't expect much to come from it, but I got a good feeling out of it. I just can't understand the mentality of some people. Why not just take the money and say on your bike, instead of going through all that rigmarole. In future we will buy local where we can see what kind of people we are dealing with.
If I had the choice I would give them no stars.
I've been trying since August to return a headboard which arrived damaged. I've bombarded them with emails and phone calls to no avail. The only thing I can do now is see if my credit card company will give me a refund.Their prices are good, but it's not worth the hassle you that WILL get.Spend a wee bit extra and go elsewhere.
Ordered a Next Day Delivery item on a Sunday (therefore would be expected delivery on Tuesday) but actually requested they deliver on the Friday as I had a day off-work. No communication after placing order and waited in all day Friday on the order arriving. By mid afternoon (and after finding reviews on here) I called to check my order was actually out for delivery. Spoke to call centre in Phillipines who could not tell me anything - just advised waiting in until 6pm as the delivery could still arrive. Whole day wasted waiting in for a non-existant delivery. Called various times after this and was fobbed off or told nothing about my order or why it had not been delivered. They claim there are no supervisors or managers and they are unable to transfer you to UK head office or give you a phone number. Requested on two occasions that they get someone from head office to phone me (never happened). Also emailed and never got a response. Eventually got a call from Phillipines 9 days after ordering to say the product had been discontinued! No apology for wasting my time waiting in for a delivery or not communicating any problem with my order. They then informed me it may take a month to refund my payment - they really know how to wind people up! Called back again demanding answers and immediate refund - after speaking to someone in Phillipines, all of a sudden an English guy came on the phone (so they obviously lie to you that they are unable to put you through to someone in UK) who apologised and promised immediate refund (which I have now received). Shocking customer service overall - their website makes them out to be a big UK leading company, but on this experience and from the other reviews on here they are an absolute sham! AVOID!
I ordered a sofa bed from them with "Free next day delivery". The order receipt stated that if they couldn't get the sofa to us next day we would be contacted. 2 days of waiting in the house later, no sofa bed and no phone call or email letting us know it wouldn't be delivered.
I then wrote two emails to them asking when it will be delivered with no reply.
Next I phoned their 0845 number hoping for a better result. The first person I talked to put me on hold for 10 minutes and then cut me off.
The second person didn't hang up on me which was nice although she could give me no information on why it hadn't been delivered, when it will be delivered or why I wasn't contacted!
Altogether completely useless and in my opinion the worst kind of company who is too embarrassed by there mistakes to contact the customer and apologise.
Trading standards here I come!
The below is the paypal dispute, please pay particular attention to the final paragraph
This item has not been delivered 'next day and in stock' as described on your website when I placed the order at 09:09 hrs 01/08/11.
After 15 calls to the 0845 number for 'customer services' a term I believe you utilise liberally following todays checking of the reviews of your company and having 15 discussions since 02/08/11 with Manilla in the phillipines and recieving multiple different statements including 'the item is out of stock and we will advise you when in stock', 'the item is with our courier and they have attempted to make delivery but you were not home' - delivery is to an industrial park, 'your item is out for delivery today (03/08/11) and will be with you this afternoon' I can only believe that you have failed to meet the terms of our agreement and have made multiple misleading statements with regard the availability and location of the goods that I have paid for, your 0113 number routes through a selection list that ONLY retains the call if it routes us through to Manilla.
Therefore this is written confirmation via paypal and that will be sent to your customer services email that I am cancelling this order, do not whish for the goods to be delivered no or at any future point and require a refund in full
From Buyer - London Parachute School Ltd
04/08/2011 12:09 BST
I have located the manufacturer of this product and your supplier Alphason designs Ltd (+44 1942 524 100) Who were extremely helpfull, cannot be faulted in any way and even went to the trouble of exploring the cost of a 'one off' production to assist me, they have informed me that they informed all resellers that this particular item was discontinued with no availavable stock in Maple at the end of June 2011, they have also confirmed that you have attempted to place an order with them for this item for delivery to my address in August 2011.
As you were made aware by your supplier that this item was no longer available nor would it be at any forseeable future point AND have continued to advertise this item as available for 'next day delivery' on your site and have taken payment for this item whilst being 100% aware that the item was not available I can only view this as fraudulent and require a refund in full by immediate return
My initial order which said was in stock for next day delivery, never arrived and was informed would be delivered in 2 weeks, this eventually got extended to over 2 months. So I requested a refund which I got back.
Then last sunday (31st July), the item I had originally ordered was updated on their site as back in stock for next day delivery along with a sideboard unit also stating in stock for next day delivery.
So I ordered both items and paid nearly £400 and received an email stating next day delivery items would be with me Tuesday 2nd August 2011
However, I decided to call their NON-UK call centre and was told that this order was in fact not out for delivery and would now be with me end of September so nearly a 9 week wait as the items were not in stock. When I said I wanted to complain the guy put me on hold and then suprise surpise the phone went dead.
I ordered these products for my new home and because of Furniture 123 and placing my trust with them, 3 months on I am still without a dining table set and now a sideboard.
How many orders would they get, if they truly reflected the time-scale of delivery on their items? Not as many as they do now by misleading consumers into believing they have the stock ready for dispatch.
Why can't they just be honest and say, look, its a 10 week wait, then if you decide to buy under that presumption, fair enough.
I have made a formal complaint to Trading Standards through Consumer Direct (08454 04 05 06) and would URGE anyone else experiencing the same issue to report them also to Trading Standards so they can be investigated, as I believe their 'next day' delivery offerings are misleading and designed to incent the consumer to order and part with their hard earned cash sooner than they may have when faced with the real information.