Furniture 123 Reviews

Name: Furniture 123
Address: Sandway Business Centre, Shannon Street, Leeds
Rating: 4.46

4.5 Rating 5,926 Reviews

87 %

of reviewers recommend Furniture 123

4.5

Based on 5,926 reviews

Shipping & Delivery
Delivery Methods	Courier
Average Delivery Time	Within 5 Days
On-time Delivery	Greater than 87%
Accurate And Undamaged Orders	Greater than 92%
Customer Service
Communication Channels	Telephone, Email, Live Chat
Queries Resolved In	Under An Hour
Customer Service	4.2 out of 5
Returns & Refunds
Refunds Process	Difficult
Returns Process	Could Be Better

About Furniture 123:

Welcome to furniture 123, the UK’s most experienced online furniture and beds retailer. Founded in 1999, we have over 17,000 products available. If you’re updating your living room or bedroom, we have modern and classic furniture so there’s something for everyone! We currently have great spring and summer furniture offers, providing furniture and beds at their best for you.

Everything includes free UK delivery, and we offer free next day delivery on thousands of items. There’s comfy beds, bedroom furniture, headboards, wardrobes, dining sets, dining tables, coffee tables and more at furniture123.

Phone:

0845 6014068

Location:

Sandway Business Centre, Shannon Street
Leeds
LS9 8SS

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Furniture 123 3 star review on 16th May 2025

549

Anonymous

Anonymous // 01/01/2019

Filter: Rated 1 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“Appalling! Will never use again. 6 times they have said they will deliver replacement parts and haven't, each time you are just expected to wait in, only for them not to show up. God knows if or when I will receive them. The chest of drawers were of a poor quality and needed reinforcing. Awful service, they don't care and I don't think they even have a complaints procedure. If I could give them no stars i would. Never dealt with a company like it!”

Helpful Report

Posted 6 years ago

“Absolutely appalling company to deal with, ordered a new bunk bed for my children's bedroom. Paid for in full and arranged a certain delivery day; received an email to say that delivery was on the way between 12-2pm, waited in the whole day & lost a days pay!!. Never arrived!!! Only then to be told once when we called Friday at 4pm having to chase the item up was out of stock even though we ordered the bed 2-3 weeks ago. The company couldn’t care less about the fact that our son & daughter is having to sleep on the floor over the weekend & they would call us back Monday to find out where the bed is??? They added they have spoken to the Courier Friday who again does not know where the bed is!! Absolutely disgusting service & treatment with everyone I speak with telling me their is nothing they can do to help knowing my children have no beds. Offered a refund that would take at least 3 - 5 working days. I will never ever recommend or use this company again.”

Helpful Report

Posted 6 years ago

“Absolutely appalling company to deal with, ordered new bed and mattress for daughters new bedroom. Paid for in full and arranged a certain delivery day; received an email to say that delivery was on the way, waited in the whole day. Never arrived! Only then to be told once we had chased that the item was out of stock and wouldn’t be delivered. The company couldn’t care less about the fact that our daughter is having to sleep on the floor, offered a refund that would take at least 3 - 5 working days. Then to top it all, the mattress was supposed to be delivered today 13th Dec 2018, again waited in, told a time slot, even able to track and bobs your uncle not delivered yet again!!! I will never ever recommend or use this company again.”

Helpful Report

Posted 6 years ago

“Absolutely shocking, item not delivered on the day that I paid for it to be delivered on. Was continuously promised call backs that never happened! I will never purchase from furniture123 again as their customer service is the worst I've ever experienced and despite me giving them chance after chance to resolve this they have failed to do so. I am still waiting for my two beds for two weeks.”

Helpful Report

Posted 6 years ago

“10days waiting in for wardrobe at last came today BUT no instructions no fixings so laid out all over floor no help when rang COULD be days before arrive my home is DANGER ZONE no help when you ring can't go and pick them up just have to wait WOULD GIVE ---10 if could this firm need to sort it's self OUT”

Helpful Report

Posted 6 years ago

“Arrived incomplete, second time arrived completely damaged, third time they send a tv cabinet ‘I didn’t order this’ overall I wouldn’t touch this company. The wardrobe I ordered has yet to be built as I have no instructions!!! If there was an option for zero star they would be a winner.”

Helpful Report

Posted 6 years ago

“Delivery was messed up and furniture123 offered no support at all. Don’t answer the phone. Slow to respond to emails and when they do they are no help.”

Helpful Report

Posted 6 years ago

“Absolutely shocking company. Awaiting my wardrobe. Was told it would arrive on Monday. Then didn't receive any further information prior to the day. On Monday I was then told it would arrive Tuesday. Nothing arrived on Tuesday even though I was told over the phone it would arrive on the day. After chasing and calling for days I suddenly receive a message saying that the order won't arrive for another 3 months???”

Helpful Report

Posted 6 years ago

“Shouldn’t offer next day delivery if they can’t deliver”

Helpful Report

Posted 6 years ago

“ordered goods 2 weeks ago. sent email which stated up to 48 hours response time. no response. called and was advised there was a problem, they would look into it and call me back by end of play tomorrow. no call made. sent yet another email and still no goods. just went to buy a bed on the internet at i am doing my house out but then realised it was from furniture 123 so decided to buy from someone else although more expensive. whats betting i get my new bed before i get the goods from furniture 123. never again.”

Helpful Report

Posted 6 years ago

“Furniture arrived in a number of partial deliveries and broken”

Helpful Report

Posted 6 years ago

“Again thus is the case with 123 furnture. Deliveried 2 out of three parts to wardrobe. One box broken in half . Then 3 days later box 3 turned up . Again damaged. Had loads of phone calls with them . Parts to replace broken ones surpose to be delivered and never have.”

Helpful Report

Posted 6 years ago

“I ORDERED A SET OF TABLES. ADVISED DELIVERY DATE. STAYED IN. NOTHING ARRIVED. CONTACTED COMPANY. THEY COULD NOT FIND WHERE THE ITEMS HAD GONE. AFTER LOTS OF PHONE CALLS AND MANY DAYS LATER I REQUESTED A REFUND AS HAD NOT RECEIVED THE TABLES. THEN LEFT WITH A £13.00 PHONE BILL FOR CALLING THEM AND WAITING ON HOLD. COMPANY REFUSED TO REIMBURSE ME WITH THE COSTS! DON'T TOUCH THEM WITH A BARGE POLE!”

Helpful Report

Posted 6 years ago

“Item damaged,phoned about six times,they kept saying they would call back but never did I had to at the premium rate!!,customer service NIL.only offered small discount!! NEVER dealt with a firm like this and will NEVER again.Mrs Gallagher”

Helpful Report

Posted 7 years ago

“The worst company I have ever encountered. Incomplete order received only sorted nearly 2 months later. Broken promises and just poor poor service”

Helpful Report

Posted 7 years ago

“Ordered wardrobe and draws for my daughters new house but when we put wardrobe up had damage but as it was more than 5 days after we ordered it Furniture 123 said they would get replacement parts as long as we pay for them which I have never come across before I should of read reviews of item on the website as seems they sell a lot of items that are faulty Del Boy of the furniture world never again the packaging was not damaged so it must of been faulty before packed and sent out”

Helpful Report

Posted 7 years ago

“They kept extending my delivery date because they didn’t have the item they then made me wait 6 weeks and then cancelled. Customer service was bad and they didn’t really cAre. No discount given no nothing. Stay away. Go somewhere else pay a little more have that peace of mind”

Helpful Report

Posted 7 years ago

“I would give 0 stars if I was able, two months after the original date furniture 123 sent half a bed (almost exactly half was missing) and the delivery guys ruined a freshly installed carpet, terrible service terrible company shouldn't even be trading, disgusting customer service and no help with damaged carpet, I will be taking this way further than a bad review, ignore the low prices it's really not worth the disgusting practices of this shambolic business”

Helpful Report

Posted 7 years ago

“I bought a folding bed and a metal bedframe online from Furniture123 website on May 28th. This was the first time and I was a bit concerned about some bad reviews I found on the web. However, as the price was slightly less then others (for the same identical items) I decided to buy the furniture I wanted from them and save few pounds. With relatives coming I needed and extra bed soon, so instead of the free “Standard” I opted for the “Next day/Choose a day” delivery. For some obscure reasons the courier (FedEx) showed up on Wednesday 30th without contacting me. It was week day and as usual I was at the office…working (some people still does for a living). The driver left a card with tracking number and instructions on how to arrange for a re-delivery using their website. I did so and immediately get a confirmation email and SMS from FedEx. Totally ignoring their own email FedEx decided to attempt the delivery again on Thursday 31th and left (again!) a card. My home is in a very nice neighbourhood and I thought that the driver enjoyed the view so much that he decided to return on Thursday, even if I requested the delivery for Friday instead. Nonetheless, I contacted FedEx to confirm if delivery was still as scheduled. A very kind lady answered to my call assuring that I would have received the item next day as per confirmation email. On Friday morning, eager to get the folding bed for my guest on time, I decided to call FedEx again. This time a very unhelpful lady informed that there was no delivery scheduled to my address. I explained to her that I did have a confirmation email and SMS and even called the day before and received assurance by them on the delivery dat. She then put me on hold and eventually confirmed that the delivery was recorded on “one of their system but not on the other”. While reflecting on the significance of her explanation I realised that FedEX is indeed an American and not a British company! It makes sense to have two systems, one for British and one for American English!!! As Sir Roger Moore said to Tony Curtis in The Persuaders: “English and American…two people separated by a common language….”. It was still morning in Kent (although still night in US) so I kindly asked if by any chance it would have been possible to deliver as scheduled on that day. The lady replied that she didn’t know if the item was out for delivery or not and unable to contact the driver. I then contacted Furniture 123, in the vain attempt to overcome the language barrier. I naively thought that as they were FedEx’s customer they could certainly force them to deliver the item as scheduled. Some 20 minutes later (and £10 charged to my phone account for the call) I managed to have Furniture123 Customer Service Team to “assist. The result of the 20 minutes long/£10 worth call was an email from Furniture123 Customer Service Team informing that they have been advised from FedEx that the item was “carded” (American English I guess!?!) on the 30th and providing me with a tracking number and FedEx’s telephone number. No need to say that I had already both as they were written on the FedEx’s card…..card? Of course: CARD!! Now I understand where the “CARDED” thing in the email comes from! At this point my blood pressure was raising, as I was realising that my effort to save few pounds purchasing items from Furniture123 was instead turning into much more spending and time wasting. With surprise FedEx’s driver eventually arrived. Unfortunately, I had to refuse the bed as the box was open and it looked to me as an ex display more than a brand-new bed. While explaining this to FedEx gentleman driver he kindly pointed out that if the box was open was entirely my fault, because he had to attempt the delivery already twice!?!? No comment on this one… For the record the second item (the metal bedframe) was never delivered. This time, unlike FedEx, another courier called me before to arrange for a delivery date (it was Panther this time…UK company…I think). Unfortunately, another terrible experience with their phone call, confirmation email and SMS turned into a “missed delivery”. Ironically, the very day of the “missed delivery” I received an email from Furniture123 asking if I was happy of the bed frame and if I would recommend to other customers… Eventually I gave up, I cancelled the order and asked for a refund. It is now 9 days since I ordered the furniture and counting…. Today Wednesday 6th an email from Furniture123 confirmed that my order has been cancelled and advised that I must “allow 7-10 working days for the items to arrive back and a further 3-5 working days for the refunds to be processed”. Considering the very bad service I would have expected some form of apology and a quick refund. I am very confident I will have my money back…one day… after all I am an incurable optimist when it comes to refund…and furniture delivery… (maybe not all, I am expecting charges for return the items to Furniture123…sigh!) P.S.: Moral of the story: Forget about saving few pounds and if you really see items on Furniture123 you really want, be prepared and…buy and American-English dictionary”

Helpful Report

Posted 7 years ago

“I bought the Dynamo bed set for my son I bought the Dynamo bed set for my son. furniture123 dynamo dark grey cabin bed It was delivered on the 9th of April - unpacked on the 23rd -we took photos with an ipad on top to show the date (of its opening). The bed parts had minor scratches on 5 panels as well as a bolt that had not had its center taken out and was worthless. We put the bed together - ensure you have a drill and check the instructions (well diagrams - 21 pages) - it took 5 and a half hours ( and i am a developer so im fairly quick!). I complained online in chat with them - they said as it had been longer than 5 days it was not their fault - i should have checked it all!. Also there are 4 boxes so unless you are buying to put up straight away - you need to check it - within 5 days - they offered to replace panels etc...at my cost! I spouted off - recorded the conversation as well as stating that i had proof of photos etc. Still no joy - I was offered 30£ off. I then went through paypal requesting 100£ back which i felt was fair - the bed looked okay unless you checked closely. i put down all my comments and 123s responses - even the managers apparently would not respond. They said send photos - 2MB max size and 4MB total - so is impossible to send quality photos anyway so you can prove your honesty. I stated the sales of goods act as well as stating id take them to the small claims court to get a full refund..........within 5 days i had a £100 refund through paypal - as i said that paypal would rule in my favor - they were not polite in the refund - there were NO sorrys' etc. SO IN ESSENCE I WOULD SAY DO NOT BUY FROM THESE GUYS ITS NOT WORTH THE HASSLE - PLUS....!! the furniture is not great - it has many parts and screws - you lose 1 and there are no spares. you are getting what you pay for - plus YOUR time. IT WILL take a good 2 days to put the bed and furniture up - you WILL need 2 people to put the bed up - dont attempt it on your own or dont let a tradesman do it on his own - it will easily get damaged. Ensure YOU USE PAYPAL - Take photos of opening and proof of date - and dont take any flack from them - let paypal sort it out.....if they're in the wrong - dont let them bully you. NOTE:- just looking at the responses from 123 - they seem to reply to happy customers , or customers whom have had minor complaints.....I SEE NO RESPONSES - to those people such as myself whom have had a horrible experience of the company anywhere in a month of postings - THAT SHOULD TELL YOU all you need to know about the company! AVOID!!!!!”

Helpful Report

Posted 7 years ago

Furniture 123 is rated 4.5 based on 5,926 reviews