Furniture Choice Reviews

Name: Furniture Choice
Rating: 1.60

1.6 Rating 121 Reviews

12 %

of reviewers recommend Furniture Choice

Company Reviews

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Metrics

1.6

Based on 121 reviews


Shipping & Delivery
Delivery Methods	Courier, Own Driver
Average Delivery Time	Over A Month
On-time Delivery	Greater than 51%
Accurate And Undamaged Orders	Greater than 41%
Customer Service
Communication Channels	Telephone, Email
Queries Resolved In	2 - 3 Hours
Returns & Refunds
Returns Process	Could Be Better

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Furniture Choice 5 star review on 11th March 2024

Anonymous

Furniture Choice 2 star review on 1st October 2022

Florentina

Anonymous

Anonymous // 01/01/2019

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

“Poor customer service I want a full refund or new sofa”

Helpful Report

Posted 3 years ago

“Had the most terrible service from them. Our wardrobe was delivered faulty and when delivered the guys moaned about taken it to the bedroom even though this was on the first floor and advertised as ok. When I reported it faulty I was told no problem and another would be on the way, this was scheduled twice before I received it and I was then told I couldn’t receive it due to not sharing a code on the front of the faulty wardrobe, despite this being shared. I then had four separate occasions for them to collect the faulty wardrobe - I couldn’t even lift it and there is no way it would fit in a car so I refused to dispose myself. Despite after the second time explaining I’m a key worker and struggle to stay in for deliveries (shift patterns), this went on another two times before I lost patience. The worst thing was every time I spoke to customer service I was outright lied too and promised it would be collected, this was even followed up by a call from the courier. Super unhelpful and lying customer service.”

Furniture Choice 1 star review on 16th March 2021

Helpful Report

Posted 3 years ago

“I am writing this email in response to an absolutely appalling and distressing experience I have – and am still – going through over the last 10 months. FIRST ORDER! This first started on 12th June ‘20 when my husband had ordered a Pemberton Mink Velvet Bed King Size from you. Prior to ordering, we called cust service & were given a delivery time of 2 weeks.With that info, an order was placed. We then received an email on 18th June to inform us of a delay and was now due on 30th June. It arrived on 7th July. Aside from being late, there was a bigger issue with the bed–it was not the colour we had ordered or what was advertised.‘Mink’ (which was a light shade of pink) was what it was being sold as, it was actually grey.I contacted you via email to arrange for the correct colour to be delivered.From this time onwards – 7th July 2020 – we have been sleeping on the floor. I was then responded to by Jade Wilson, who told me the bed was only available in Mink and Black and that you did not even sell a grey in this bed. I responded to her straight away with links to your website that show the grey bed (which she had told me didn’t exist) for sale, as well as the mink. After conversations, on the 15th July it was agreed that the bed was grey and a replacement would be sent. On the 22nd July, I was notified by email that the mink bed was back in stock for delivery. I received it 2 weeks later on the 3rd August. When received, I was enraged to open it to find another grey bed. I emailed to find out what was going on. The response I received from Michelle Pursell said that the item may have been incorrectly boxed.I chased again on the 3rd Aug and did not hear anything until 13th Aug after once again being forced to chase. I eventually had a response, who told me that the correct bed will be in stock on the 21st Sept. There was no recognition of being totally ignored for nearly two weeks, just a very generic robotic response. After speaking to some staff with zero common sense or empathy, I had to take the bullet and wait as I had no other choice. I then received the replacement bed on the 10th October – it was still grey.Totally exhausted by this situation, I requested a refund. I received a phone call the lady said that a delivery of packaging and collection were ‘arranged’. Nothing appeared, so on the 21st Oct I had to chase again. After more aggravation via email and telephone, they finally arranged packaging to be delivered – on the 2nd of November! The bed was finally collected on the 18th November. There was never any real explanation from anyone as to what the problem was caused by. I was bluntly told that the mink did not exist and it was either this grey bed or nothing. Now fed up, I did not delve any deeper as I was sure I would have been fed more lies, generic answers and patronizing comments over and over again. SECOND ORDER! Firstly, at this point, we have been sleeping on the floor for five months. We have been desperately looking for a bed that matched the room we had planned for – the room that was decorated around a ‘Mink’ bed that didn’t exist. After searching for a long time, we saw the same Pemberton bed, but in black, which showed as in stock and available for next day delivery. We called the office to confirm this and were told that the bed was in stock and delivery would be as advertised. Against our better judgement and in desperation, we ordered from your company once more on 7th December 2020. We had now committed to a black bed and purchased furniture accordingly. Black bedside tables, a black cabinet, black frame for a painting and most frustrating of all, we had our parquet floor sanded and reconditioned in black. The first issue was that the bed did not turn up in time. When we called the office the day after we expected the delivery, we were told that the bed was not in stock and we would have to wait until 11th January 2021 to arrange delivery. On the 8th January we received an email to say there was a delay and it was now due on the 25th January. We then called closer to the 25th January, to be told that there was a delay until mid-Feb. We then called mid-Feb, to be told it would be delivered at the end of February. We were eventually delivered the bed on Wednesday 24th February – nearly three months after we were assured it would arrive. The next issue and more importantly, to our absolute amazement, the bed is not black. It is dark blue. I now have a bed that does not match my room and am extremely out of pocket. FALSE ADVERTISING OF PRODUCTS THAT DO NOT EXIST, 5 DELIVERY DATES NOT MET, SENT THE WRONG BED ON 4 OCCASIONS, AVOID AVOID AVOID AVOID!!!!! WORST EXPERIENCE OF MY ENTIRE LIFE.”

Helpful Report

Posted 3 years ago

“Went for interview with this company couldn't even be bothered letting me know either way as promised”

Helpful Report

Posted 3 years ago

“Should be zero. 3 seater recliner less than 2 years old is nfg. On calling you get someone who says it's out of warranty. You can't get past them. I suggest if you do want to gamble and buy what looks like a good buy then pay on your credit card so you are covered by section 75 cashback. According to consumer rights act 2015 guarantee and warranty may last longer than manufacturers or store warranty so don't be put of.”

Helpful Report

Posted 3 years ago

“Bought a bromley 3+2 seater sofa last October The material between the arm and cushion has ripped. 4 months and the 3 seater is damaged. I will try and contact them but not holding out much hope looking at the other reviews”

Helpful Report

Posted 3 years ago

“Sadly my experience so far with Furniture and Choice was very poor to not mention extremely stressful!!!! After waiting for over 2 months to receive a sofa, the delivery date finally arrived. Well, it was supposed to be on 08/01/21. After waiting all day for the delivery, I received a message saying that it was postponed to 12/02. Again, I waited all day home and didn't receive my sofa. Then I got a phone call rearranging to 20/01. I finally received the sofa, BUT FAULTY!!!!!!! After sending several emails with pictures and speaking to so many people from customer service, they are still requesting MORE PICTURES!! I already send 6 of them. I am trying to arrange an exchange of sofa but it seems impossible with them. It seems nobody wants to take responsibility. What should be something easy to solve, is becoming a huge headache MEANWHILE on lockdown with a huge box in the middle of the living room.”

Helpful Report

Posted 3 years ago

“Terrible customer service, do not deliver when promised and the delivery team were rude and unaccommodating. They wanted to leave the sofa outside because "we no get it in" Avoid at all costs!!”

Helpful Report

Posted 3 years ago

“I bought a suite from this company in less the 3 months you can feel the springs through the seats. They sent and "independent" inspector seems this is my fault I am sitting on it wrong. The material is plush it is badly bobbled and looks years old this is also my fault as I haven't bought something to debobble it and done it on a regular basis. As far as they are concerned the case is closed. I have spoken to trading standards and also rip off britain. one star is too much”

Helpful Report

Posted 3 years ago

“NOT REAL LEATHER. I bought a sofa for a spare room and so didn’t want to spend a lot. That said, the description and order said ‘leather’. After a few months I reported quality problems only to be told it wasn’t leather. I’be reported them to advertising standards and will seek a remedy in small claims court as item not as described.”

Helpful Report

Posted 3 years ago

“Deeply disappointed and let down. I ordered a sofa for my sister who came out of an 8 month stint in hospital. I chose furniture & choice because of their promise to deliver quickly. The delivery day came and went with no explanation off why it would be delayed. After numerous calls with some helpful and some useless customer service agents. We never received the sofa as it had got lost!!! Subsequently there was no availability on any sofa guaranteed before Christmas after an initial order at the beginning of December. They simply blamed the courier and seemed unable or unwilling to take any responsibility. I had no choice but to cancel my order. I managed to get a 2 day delivery, installation and removal of all packaging with excellent service for my recovering sister from John Lewis. For the stress and effort I would give furniture and choice zero stars as they literally didn’t deliver on any level,but that wasn’t an option.”

Helpful Report

Posted 3 years ago

“I ordered the Florence Grey Marble 120-160cm Extending Dining Table and i have had two issues with my order. Firstly, the table is clearly faulty as the metal hinges are clearly visible and they ahould not be. I sent pictures and a complaint to furniture choice and agreed it is a fault as the table does not match the way its portrayed on the website. They said they would send a technician and would contact us to arrange a date and they have not. I have sent multiple emails and i have been ignored. For the amount of money the table cost and that it does not match the advert on the website this is unacceptable. The customer service team are completely unhelpful and have taken my money and ignored the problem. I would not recommend anyone to shop here.”

Helpful Report

Posted 3 years ago

“Ordered and paid for dining suite that looks beautiful on Furniture & Choice video. Manufactured in China, REALLY POOR QUALITY. Furniture & Choice didn’t advertise that the suite arrives flat-packed, massive disappointment! Damaged/scratched somewhere between China-my home. On arrival a box was open, I took photo and so did delivery boy. Neither delivery staff offered an explanation. They left in a rush. When I unpacked the suite there were 2 seat frames missing. These frames took 4 months to come to me & many emails! The chrome seats were scratched and plastic foot stops were misshaped. The marble table has circular bottom stand smaller than circular top, it isn’t weighted and topples if I/guests place ANY weight on it. The seats are quite thin compared to my previous WELL MADE dining seats and quite soon my bottom feels uncomfortable. I STRONGLY FEEL THAT YOU OUGHT NOT TO BUY FROM THIS COMPANY!!! There was never any offer of a refund from any staff at Furniture & Choice”

Helpful Report

Posted 3 years ago

“Purchased a leather sofa from this firm just over a year ago and had to call insurance company out as had an issue with 1 seat section of sofa, technician told me its poor quality material and insurance wont pay as manufacturers problem, contacted furniture choice and response cos its over 12 months old its not our problem! Great quality product not!”

Helpful Report

Posted 3 years ago

“NEVER MIND COVID...AVOID LIKE THE PLAGUE Never mind Covid...... avoid this company like the plague!!!! Their "customer services" is like "computer says no!" Only offer 7am till 7am delivery slots,,, require a signature ....... and then they don't deliver on that day Dreadful!!!! Phoned them the next day.....their attitude is "you need to re book your delivery day.... with another 12 hour delivery slot" I contacted the courier company myself to arrange a delivery and when it arrived...the bed was broken.... and refused DON'T BOTHER WITH THIS COMPANY”

Helpful Report

Posted 3 years ago

“My father tried to order a 3 peice suite.couldnt get through to anyone on the phone,left multiple messages,and was told he,d be contacted within 24 hours.in the end he decided to order the settee on line,for some reason it wouldn't allow him to put his last number in off his credit card.i just think this is a bit strange as then you were called furniture choice. And literally a week later your called furniture and choice.Are you even a real company.?? I'm so thankful my father's order didn't go through.”

Helpful Report

Posted 3 years ago

“So my problems with Furniture Choice are twofold. First off they took several months to deliver the bed. Weeks into the order they called me to say that the deliveryman had dropped the bed loading it into the van and they didn't have any more. I had to wait months for fresh stock to come in so the whole thing took about 19 weeks before I had the bed. They offered no apology or recompense for this. Secondly the purchase was through Quidco, who tracked the order and generated a £12 cash back claim. I never got the cash and Furniture Choice declined the claim, telling Quidco the order was cancelled (it wasn't; they just made me wait months for it). I emailed Furniture Choice whose agent told me that they aren't affiliated with Quidco. I sent her a link to their own Quidco page and she replied again saying it was a "fake listing". I replied again, telling her she was wrong and asking her to check once more. She ignored me. In the end, after spending weeks getting no joy, I tweeted Furniture Choice who claimed Quidco's systems were wrong and that I should never have been given cash back as my order was too small (not as per their wording on Quidco) - they refused to honour my claim but instead sent me a Paypal payment of £1.40. All this for a bed that isn't even very nice: it's an MDF construct with a sticker of real wood on it. Worst. purchase ever and terrible experience afterwards.”

Helpful Report

Posted 3 years ago

“Ordered 30th August. Waited 2 weeks for a delivery date. When we hadn't heard anything we emailed, to be told it was out of stock and was due in stock on 15th September as per the website. (Great service there, it would seem you're expected to check the website daily to find out when your order might actually get delivered.) The email was really curt and unhelpful. Having no choice but to wait, we did so, watching as the in stock date just moved further and further ahead. Order finally arrived today..... and we've been sent the wrong item. Live chat was utterly useless and unhelpful, and in the end the person just stopped responding. Rang up and there's an answer phone message saying they're closed. I dread to think of the rigmarole we have coming now to get these armchairs returned let alone getting the right ones sent without another month's wait. Save yourself the hassle guys, plenty of other furniture sites. Use them instead.”

Helpful Report

Posted 3 years ago

“Their customer service is terrible. I've been waiting months for my table and when it finally arrived it's missing the legs!! I can't get through on the phone, you're not responding to my emails. The only way to contact them is via webchat and even then you don't get a straight answer. I just want to know where the rest of my order is. How hard is it to pick up the phone? Never been so stressed ordering something”

Helpful Report

Posted 3 years ago

“Received damaged table with a large mark on and the many of the chair legs were poor quality wood that was damaged or had markings on the paint work. Below satisfaction. Would not recommend purchasing this item.”

Helpful Report

Posted 3 years ago

Furniture Choice is rated 1.6 based on 121 reviews