“I placed an order with Furniture Megastore in July and deeply regret doing so. What followed was one of the worst customer service experiences I have ever had.
No Communication After Payment
After paying, I sent multiple emails over several weeks. None were answered. I called their phone line 14 times. Most calls went unanswered. On the rare occasions I did get through, I was told someone would call me back. No one ever did.
Eventually, I spoke to a staff member who gave me a tentative delivery date. I accepted it without complaint. But when I tried to raise a separate concern, the complete lack of communication, I was cut off, spoken over, and told I was being “rude” and “playing victim.” These are their words, not mine. All I did was ask why my emails weren’t being answered.
Aggressive Staff Behaviour
During that call, I repeatedly asked if I could speak. The staff member refused to let me finish a sentence. I raised my voice only because I was being interrupted, dismissed, and personally attacked for bringing up a valid concern. At no point did I use abusive language. I asked questions and pointed out factual issues with their communication and was met with hostility.
Contradictory Public Responses
I received an email apology from a senior staff member, who acknowledged the inappropriate language used and said an internal investigation was underway. But publicly, on Trustpilot, the company defended the same behaviour. They claimed the call was “heated on both sides” and suggested I was to blame for making “resolution difficult.” These statements were made before the investigation was completed, which shows they had already taken the staff member’s side.
You cannot run a neutral review while publicly blaming the customer. That is not accountability. That is PR spin.
Still No Delivery, No Update
The company promised my item would be in their warehouse by early September. That deadline passed with no contact. I continued to email and call throughout the month. No one responded. I spoke to two different staff members during this time. Both said they would follow up. Neither did.
There is a clear pattern. The company only responds when their reputation is at risk. When I emailed to say I had filed a credit card dispute and found the same table at a different store, they issued a refund within four minutes. That says everything. If you can respond within minutes to avoid a chargeback fee, what was the excuse for ignoring my emails for weeks?
Final Thoughts
I have since purchased the exact same table from a reputable company with a 4.6 Trustpilot score, compared to Furniture Megastore’s dismal 3.2. That other company delivered my order within the same week, and the item arrived on time.
This is not just about a delay. It is about how a company treats customers after taking their money. In my case, Furniture Megastore failed on every level:
- Ignored messages
- Promised callbacks that never happened
- Staff who responded to valid concerns with yelling and personal attacks
- A company culture that gaslights customers instead of addressing issues
- And no delivery, months after the order was placed
Save yourself the stress. Shop elsewhere..”
“Very bad Company to buy from! Avoid
We had 2 Stanton Leather Benches delivered months late and when they did arrive they was damaged from Fedex (cuts and holes in the leather) Taf at the Furniture Megastore ignored our request to return them for a refund or exchange and delayed the process. They eventually sent a repair company out to inspect & report & the repair company who done the report advised me that he would not accept them to be repaired, as they are new and require complete new panels.
Taf ignored our request for a replacement and said we had no rights to return them. Time passed so I contacted the bank for help and the bank opened a chargeback, the company declined the chargeback saying that we had not returned them.
1- The furniture Megastore refused to accept any return
2- These large items that was delivered
3- The Company ignores all emails and does not call me back.
So we have damaged benches thats cost us £2500 and the bank took the funds back.
Yet the Company would of made a claim with Fedex for the damaged goods.”
“avoid at all costs, never respond to emails, answers phone, says item is in stock and makes promises, but never delivered, had to get my money back through credit card.”
“Following another call to them this morning I was told I couldn't have my refund until they'd spoken to the owner of the company. Funny that. If they were legit they'd have a Policy on refunds wouldn't they. Anyway the promised call back never came so I have now drafted a report to Trading Standards and if I don't receive a call first thing on Monday morning I will be involving the Police also and the TS report will be sent. I have found quite a few reviews on other sites stating that this company are not legitimate. Others in the same situation as me who haven't received their items and can't get refunds. Delaying tactics seem to be the norm. One way or another I will get my money back. If it's not in my account on Monday then I will also go down the legal route. Too many people let people like this away with it. I won't!”
“Needed this dining table for a hello magazine shoot
This company is a scam please be careful don’t buy from them they take money and don’t deliver and make you chase for refund check all the reviews they do it a lot and make excuses they argue with customers on trust pilot it’s so unprofessional
Please don’t give these people your money you will regret it.
Check companies house out too they are trading by this name yet it’s gone bust
Please be careful they are not a genuine company”
“Everyone if you pay via visa and you have proof you have contacted the merchant and he hasn't responded nor refund or even delivered your item.
You have the right to recall payment.
You also should report him to trading standards who will investigate criminal activities
Very simple don't drive yourselves mad just recall your money.
It's always the same kind of people who fleece you.
He's a theif you can also report him to the Police for fraud as taking our money and not supplying goods is deception.”
“Thanks! Your review counts.
You reviewed THE FURNITURE MEGASTORE
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Angela
1 review
GB
Still waiting for a £399 bookcasr
Ordered and paid for a £399. bookcase 5 weeks ago. Still awaiting delivery. I've sent emails requesting an update, no response. I have called so many times. When I finally get to speak to a gentleman, he has been assuring me it will be sent next week. This has been going on for 3 weeks.
Friday (18.11.2022). I got to speak with a gentleman by the name of Taff, who assured me that the Bookcase will be delivered Saturday 19.11.2022 between 2 to 3pm. He then phoned me again on Friday evening
Saying they are definitely delivering between 5 & 6pm. (I guess when your lying you forget the original time you give a customer) He also stated that I will receive A text from the courier in the morning, plus he will double check with them and send me a message as well.
Guess what? Not heard from courier or Taff. No delivery.
I would like a refund. £400 is a lot of money for me. Phoned them 4 times on Saturday no answer. Answer machine would not allow me to leave a message.
Don't feel confident emailing them and asking for a refund. Previous emails that sent, I received an automated response, saying they are quite busy and will answer shortly. Never received a response to any of my emails.
Really frustrated, disappointed customer, was not expecting this at all.”
“This comparison FRAUD! AVOID! I ordered a sofa over 8 months ago. I paid £2229.99 in full. As of today 3rd of May 2022, I have not received my sofa or refund.”
“DO NOT PURCHASE ANYTHING FROM THIS COMPANY!!!!!!!!! You do not get your goods that you have paid for and they do not give you a refund. They are full off excuses and they do not contact you, you have to contact them? They are rude when you speak them on the phone. AVOID! AVOID! AVOID!”
“Avoid Avoid Avoid..This company are fraudsters and it is shocking that they should be allowed to operate in this way. I have paid almost £3000 for a sofa purchased in November 2021 and this company have said they have no idea when it will be delivered but that they will not refund my money for the item that I am paying monthly for. They said if I cancel they will take almost £600 deposit. Lots of other customers have experienced the same thing yet they are still in operation! This is shocking and the credit company are aware of them and how they operate so they may be liable too.”
“Accepted order, took money, delivered incorrect goods, claimed they couldn't collect them, fobbed off for a further month, don't respond to messages, won't answer phone, AVOID”
“Avoid. It took two weeks for them to tell me my item was out of stock and would not be back in until July. I requested a refund which will take 30, yes, 30 days to go back on my card. Disgracegul.”
“This place is comiting fraud! It's been 5 months with no sofa which was only meant to take 6 weeks and since taking the money doesn't reply back to emails and have been calling him for so long about delivery that have now gave up and now he is refusing to give me a refund. I belive that he had no intention of ever delivering the sofa from the very beginning as I don't belive he ever had that particular sofa and is scaming people for there money. I have reported him and this place and will be taking legal action. Trust me don't buy from this place, you won't get your item or your money back.”
