UPDATE: David refunded me £140 at the same time I was leaving this review - I have amended my star rating from 2 to 3 to reflect that the matter was resolved. However, I'd like to point out that I did order on the link i was provided on chat, I had saved it as a bookmark; and even messaged on chat moments before placing the order to check the delivery timescale as 7 days as it was showing as September on the webpage! Just admit there was an internal error, rather than push back on the customer.
I loathe to write this review but sadly, the lack of communication has left me with no choice.
I contacted Furl in June to discuss their seven day express delivery service as I was in the process of purchasing a property but didn't want to buy the bed prior to exchange of contracts. I was assured that being outside of London (in Brighton) if I could give a little more than seven days notice then I could absolutely receive my order within 24 hours of moving into my property.
Once I exchanged contracts I purchased my bed - on July 15th - paid £100 for express seven day delivery and an additional £40 for weekend delivery so that my bed could be delivered the day after I completed on my flat - Saturday 25th July and I'd only have one night sleeping on the floor. Everyone was really chatty online when I hadn't yet placed the order, but as soon as I did...
Over the course of the next ten days I rang the number on the website in excess of 20 times, and left several voice mails, each time clearly stating my name and telephone number. I sent several emails and was assured someone would be in touch soon. Moving day arrived and I had not heard a peep from Furl apart from the showroom manager asking me to pay another £125 for removable covers as that is all they had in stock for express delivery; i asked that they did not charge my card this fee until a delivery date was confirmed, as per the service the £140 I had paid for already. I didn't get a reply.
On Monday July 27th I finally received an email from David; informing me he had been away and that I must have mistyped my number when I made my order (I was unable to confirm this as it is not stated on my confirmation, so I took it as fact that I had inverted two numbers) and they'd been trying to call me. Funny how nobody thought to email me? Or to check the multiple emails I had sent or listen to the voicemails; each repeatedly stating my phone number!
Paul, the fitter then contacted me as initially I had been sent an email with an instal date sometime in mid August and I had replied to this email with horror!
Paul agreed to come and set up my bed on Wednesday 29th and he told me that the order hadn't come through to him as an express service - and they'd look into what had gone wrong.
I can't fault Paul - he turned up at 8am on the Wednesday and built the bed - the bed itself is great! Can't complain, fantastic storage, lovely quality - really fab.
Two days later I received an email from Furl and a notification from my bank that £140 had been charged for the removable covers (yes, that's £15 more than I was told AND bearing in mind I had already paid £140 for a delivery service that I did not receive!)
Several emails have gone back and forth with Furl stating that I want £140 (my express and weekend delivery charge) refunded plus £15 for the overcharge on the removable covers - they've admitted they've overcharged me, but haven't done anything about it.. All i got was "I appreciate that we had some communication issues and we did not deliver in 7 days as hopped, sorry about that." from the showroom manager!
I sent a final email to David, 5 days ago stating I wanted a refund for the delivery service I did not receive and for the overcharge of the removable covers, and he has not replied. Therefore I am now leaving this review as I am absolutely furious with the outrageously poor customer service.
Why two stars and not one? One for the bed, and one for Paul.
However, I really wish I had ordered from a mainstream retailer - the king size bed (no headboard or mattress or special fabric covering) plus delivery fee cost me £1670; not a small amount of money at all!
@Furl - I have been more than fair, and did say that I would take matters further if we could not resolve this between the two of us. So, if you do not refund the £155 (£100 for seven day express delivery, £40 for Saturday delivery and £15 for overcharging me for the removable covers), within the next 48 working hours, you will leave me with no choice but to contact trading standards and to inform my bank that this is an unauthorised charge and obtain the money back that way. You have my number and my email address, I look forward to hearing from you.