Asif Khan
I purchased a max storage bed back in jan 2016. Guys from furl came and did the installation on time and were very courteous. Once fully installed and after the installer had left I noticed that the bed came without a solid base instead having a canvas base. I also noticed that one black plastic slat insert was squashed in. I contacted furl and was told that the max bed came without a solid base and that they could arrange solid boards to be fitted at a cost of £95. Jessica from furl also told me that when they come to install the solid base the installers would look at replacing the slat insert she also asked me to send pictures of the problem which I did. To make it clear the bed coming without a solid base was not something furl did wrong I selected the wrong style of bed and was happy with the resolution at the time. The base was installed a few weeks after placing the order. The installers checked the plastic insert for the slat and said it was fine and didn’t really cause any problems so they left it. Further down the line I noticed that the particular slat in question was resting further down from the others and made a noise when someone sat on the bed. Contacted David Norman who sent replacement insert for me to install myself. I also emailed David about the quality of the bed base which has chips on the edges and one board has chipped from the centre where both boards meet in the middle. He replied that replacement boards would cost £195. I wasn’t happy with his reply firstly the price for replacing the boards had gone up over 100% in 2 years and secondly I did not expect the boards to have this issue in less than 2 years. I emailed him asking why the replacement cost for the boards was so much more, he never replied. I then called furl and then he decided to reply to my email which quite frankly was not only disappointing but quite astonishing. He said that the boards only had cosmetic damage to them and that they were fully functional. I don’t think that David Norman really gets his customer base and his comments were taken as an insult. If I wanted a functioning bed I would have bought one from IKEA for a 10th of the cost paid to furl. Call me OCD but I am very house proud and look after my belongings. Having issues with the bed base is not only annoying but to me needs to be rectified otherwise I would always know that the bed has an issue and I can’t rest till its sorted. I can’t believe his response and as the saying goes you only find out the good from the bad when things go wrong. Furl customer service basically this, you sort the problem out yourself or pay us more money and we will do it for you. If I owned the company myself I would not be happy that my customer had experienced a problem with their bed in such a short time after paying for a luxury service. Do the honourable thing and replace my base boards at your cost please.
5 years ago
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