“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.”
“Dear Director of Furniture123,
The service received by your delivery company, the false information provided by your website and the wrong information from you managers on now 4 occasion On the phone together with emails sent in error has lead me to seek compensation for the stress, 3 days now 4 days had to take time off work and write to you place a formal complaint.
I have been tying to get the bed I purchased delivered. It is appalling. My partner and I have been left sleeping on the floor and sofa now for a week.
I purchased a bed and mattress from you on Sunday (a week ago.) It stated delivery for both items Wednesday. I took day off work. I’ve also spend hours trying to call and get call backs from your company. You have taken my money and not supplying the goods.
1. Email saying bed frame and mattress coming
2. Text saying mattress coming Thursday instead of Wednesday. Cross because now had to take more time off work. Delivery charged refunded due to error.
3. Phone call wednesday at 7pm from the driver saying delivery not coming taco Meter running out. But reported it was us who rebooked.
4. New date of delivery would be Monday and another £30.00 refund for in convenience. I call back the same day to speak with staff and was told there has been a change it is now Tuesday. Not happy. Thursday awaiting a manager call at 4/5pm but no one rings.
5. Friday I chased 3 times managers call and get a firm date. Eventually customer advisor aNd manager confirm direct with Arrow link that they spoke to manager and it is priority for Monday and noted evening delivery on Monday. I would get a text Saturday. No text received.
6. Now it’s Monday I received a text saying Tuesday delivery 7.00-9.00. Really does your company continue to lie they have spoken to Arrow link or is it really the Arrow link company.
This is all such a waste of time and so stressful. I am seeking how to complain to the omnibudsman, trading standards and watchdog. I am totally appalled and expect a phone call back today.
I have little faith in your company.
Do not buy anything from them they can deliver it
Sent from my iPhone”
