“Recently ordered a bed and mattress for my daughter. Choose delivery for a Saturday at checkout with no issues. At 3.30pm on the Friday afternoon, I receive a text message from Furniture123 informing me their courier doesn’t deliver on Saturday so my order would be delayed. This was not made clear at checkout. Eventually rearranged delivery, courier arrived without shoe protectors for new carpet and unable to remove shoes. Mud walked into my brand new carpet. Bed took two hours to assemble, mattress was removed from packaging which I later discovered was unsuitable. The mattress was so thin my daughter could feel the base of the bed through it. The mattress wasn’t cheap either. I contacted customer services who advised they can’t accept a return on the mattress as it had been opened (by their delivery person.) I’m now left out of pocket with a mattress that is unusable and I’m now going to have to dispose of it at an additional cost. The bed also looks cheap. Definitely won’t be ordered via this company again!!! Cheap furniture and overall poor customer experience. I would avoid the hassle!!!”
“Avoid Furniture 123 at all costs. I ordered a sofa two weeks ago, paying extra for a rapid delivery, but it still hasn’t arrived. I’ve spent hours on hold with both Furniture 123 and their terrible delivery partner, Arrow XL, who falsely claimed they attempted delivery while we weren't home—after we took three days off work to wait for the delivery, which of course never arrived.
The level of dishonesty has been astonishing—we were repeatedly promised delivery “today,” then “tomorrow,” only to be told the sofa hadn’t even left their warehouse yet.
Furniture 123’s customer service has been unhelpful, claiming they can’t contact Arrow XL or rebook the delivery, despite their responsibility to fulfil the order.
To make matters worse, their website still advertises that the same sofa could be delivered next day (!) if I ordered it now. This is entirely false - I was told on the phone that there’s no guarantee a new order would arrive any sooner than my existing one.
At this stage, I feel completely scammed by this company. Save yourself the frustration and money.”
“Absolutely shocking approach to genuine customers - you can follow their returns procedure to the letter and still never see your money again! Buyers please beware!”
“I ordered a bed
I put together the bed frame
one box of the components sent was for a double bed not for a kingsize so i cannot finish compiling the bed
i ring customer services
i sent a photo
24 hours later no phone call
i call. i spend over half an hour on the phone explaining.
sent out new parts for the bed to replace the double ones.
parcel arrives 2 days later.
sent the parts i have already put together
I have spent over 1 hour on the phone today explaining to customer services they sent the wrong parts. Lady is shouting at me because she told me they did send the right parts. She wants me to dismantle the frame I spent hours putting together so they can send me a whole new bed to put together. I say I do not want to do this, just send me the box with the parts that are the correct size, not the same parts I already have. This blows customer service & a customer service managers mind. This is infathomable.
I request a refund.
I cannot get refund until bed is collected.
I have been sleeping on a mattress on the floor since saturday.
Slay.”
“I was sent 2 beds and they are not the same as they are advertising. I've now spent 2 weeks speaking to them about the matter and they have offered me £30!! When the beds cost over £600”
“Never use this company! I thought they were amazing in terms of delivery but post delivery is shocking… I needed a collection as the furniture I ordered was so uncomfortable, a personal preference I was told, which is fine I appreciate they have a reputation… collection arranged and all day I have been chasing, lied to by multiple staff and basically fobbed off … apparently my collection didn’t happen because they didn’t know the measurements although it’s their furniture so a larger van needs to be booked …. All while I have no front room/kitchen , booked annual leave from work for the collection and had to cancel friends visiting as no space …. Well done Furniture123….. I’m not convinced if this will get resolved as there are basically liars - so not buy from them !!! Cheap equals very very bad service !”
“Bought grey velvet office chair in July 2020 and is falling apart by Oct 2021. During lockdown the price was far more expensive & delivery took over a month but I was sympathetic due to the supply/demand issues. What I’m not accepting of is that after the 1 year guarantee runs out the chair has started to show signs of age with a tear in the fabric showing the metal frame inside protruding. The response from customer service today was “outside of warranty, take to a local shop for repair”! Don’t waste your money with this company. Cheap products and poor customer service.”
“White gloss console table ordered; very good quality, best price around. Delivered before expected date, kept up to date with emails from Furniture123 and DPD.”
“Ordered a 4 door Corona wardrobe. Arrived a day late (though we were notified of this), and with no assembly instructions. Now trawling the internet to try and download instructions - not impressed.”
“Contacted me to let me know what time my bed would be delivered. Delivery guy was friendly & the bed was reasonably easy to put together & looks lovely 😃 would definitely recommend this company.”
“I ordered the Sky Bunk beds for our spare bedroom for when our grandchildren have sleepovers. Although the beds took much longer than the quoted 1.5 hours to build I am very pleased with the end result. They are sturdy and look very attractive. Our grandchildren are thrilled with them.”
“I am absolutely thrilled with my table and chairs and the quality is lovely also. It was delivered on the date given and very well packed. I would definitely do business again with this company.”
“Bought a flat pack chest of drawer the price was good and the quality was also excellent took me nearly a day to put it together but I think it was because of the study and rigid completed drawers are
really happy with them”
“I love the ottoman from Furniture 123. It holds a lot of things and is a really nice piece of furniture. It also matches my bed and goes well in the bedroom. All round excellence. It was well packed and arrived on time as well.”
