“The Good Stuff:
1. Sofa Quality: Gotta say, the sofa itself is solid. Looks well-made and feels high-quality.
2. Delivery Crew: Big shout-out to the delivery guys—they really went the extra mile. My stairs were too narrow, so they couldn’t get the sofa in at first. But they came back later after I got a hoist sorted and tried again. Super professional and hardworking.
The Issues:
1. Messy Sales Process: Here’s where things went south. I pointed out the exact sofa I wanted in the showroom and said, “This one, exactly as it is.” But the salesperson, Tim Case, typed some abbreviations into the system that meant “left-hand facing arm” (which wasn’t explained to me at all) and asked me to sign off without breaking down the details. I trusted him to handle it, but the order came out wrong. So, what showed up was the opposite of what I wanted ( and the opposite of what’s in the showroom )
2. Annoying Post-Sales Setup: Fixing the mistake was a nightmare. They only let you email post-sales, so I was stuck with back-and-forth emails with Mark, which dragged things out way longer than needed. No phone calls, no quick fixes—just slow replies that made the whole process a lot more painful than it needed to be.
3. Rigid Delivery Schedule: You get a text with the delivery date but no time slot. So, it could be any time that day, meaning you need to take the whole day off. And if you have to reschedule? Forget it—no calling the delivery guys directly; you’ve gotta email post-sales and hope they see it in time, which didn’t work out for me. They ended up trying to deliver when I wasn’t home.
4. No Accountability: When I tried to sort this with the Cardiff store, they just said it wasn’t their problem anymore—it was on post-sales to handle. They wouldn’t admit the salesperson made a mistake, and post-sales eventually offered to redo the order but with a 20% fee since “the sofa matched the invoice.” So, basically, they treated it like I’d changed my mind instead of owning up to the sales error.”
“Goods delived at 08.10. Chairs are damaged. Telephoned the help line and all are busy so leave a message but messages are not accepted. Telephoned Barnstable store and the guy said You carry on !!”
“Avoid at all costs! WE bought a relatively expensive corner sofa fromFW Homestores (£2500), after a few months the seat cushions began to compress and now after 1 year the seat cushions are nearly flat. After an inspection and report arranged by FW Homestores (at our expense) The tecnician reported theat the cushions were flattened due to poor quality materials being used. FW Homestores customer service refuses to fix the problem and says infact there is no problem. I have never owned such a poor quality sofa in all my 48 years and never had such flippant customer service. Avoid at all costs, there are plenty of suppliers out there using good quality materials giving good customer service.”
“Visited the Cardiff store today. I have bought furniture from this company before and have always been delighted with my purchases. Ian was the salesperson who served me today. He was extremely helpful, not pushy but advised me on what would be a good match with my existing furniture and talked me through delivery dates etc.
I will certainly be returning when I need more furniture/accessories.”
“Avoid buying from this store, l was not told by staff that we could not return mattress,paperwork was very unclear,most places give you 100 nights sleep rang store they didn't want to know,had to email head office they where useless,very unprofessional should let customers they cannot return items,will not be buying from fw homestores again.”
“I'm so disappointed with my sofa I paid £2000.00 and the seat cushions(once sat on) look like they're 2 years old.
Beautiful sofa but not good looking old when you sit on it once. Had to pay £59.00 for someone to come put and see it. Only to say I need to but new seat cushions a couple of inches bigger to fill the fabric cover. Soo mad nothing I can do. They said nothing about this happening when I bought it
Very disappointed 😞”
“Ordered two bedside tables at the end of Aug. Told delivery end of Sept. Nothing arrives. Call them to be told the goods weren't in stock at point of ordering (even though I received an email to say they were) and that there was at least a six month delay (for a bedside table!) So I wasted four weeks waiting for something that wasn't going to arrive. I asked why I wasn't informed and why I only found out by calling them. Reply was 'dont know'. Asked how long refund would take. Reply was 'dont know.' To top it off, no apology. Just awful customer service. For your own sanity, just avoid. Don't be fooled by the positive reviews. Look at the numerous bad reviews to see how they really work - take your money for items that they don't have in stock. Classy.”
“I purchased a two seater and large corner suite 10 months ago from the Newport branch, the after service is shocking I had to pay for an independent company to come out as we where not happy with the furniture to be trueful it looks like we have had for years with a family off children jumping on it when in fact it is just two off us, on arrival the technician inspected it and informed me that because it is soft filled they do go like this and it would be very doubtfull I would be able to exchange, that was two months ago still have not heard anything from the store, this was not my only purchase but it will definitely be my last, please be mindful when you look around the store and you are tempted to purchase a waffle fabric suite or any fabric soft filled item, it will look completely flat within the year, I was informed that I need to plump it up everyday but pretty hard to plump something that is flat, the only positive about this store is the two gentlemen we dealt with on time of purchase”
“Avoid at all costs. Absolutely awful customer service. Order two sofas. Delivery postponed 3 times. Only once they bothered to phone to tell us, we had to phone them. Attitude stinks.”
“Awful, sold me faulty products, the pic you see happened a few mo ths after purchase. Refused to replace and said it was a manufacturing issue. Unbelievable behaviour. As the seller they are responsible as everybody knows. Avoid at all costs.”
“Ordered 2 seat sofa and arm chair in October. Paid in full. Salesman said delivery by early to mid January. However the receipt says 16-18 weeks. 24 weeks later still no furniture. emails go unanswered and don't seem now to be able to contact them by phone.”
“I bought a cuddle seat in August and was told 10-12 weeks delivery. It was 13 weeks before it arrived. Within a week I noticed that the springs on one side have dropped and are not supporting you when you sit on that side and you sit slanying into the arm.. I contacted them and they are sending a technician tomorrow to take a look. They couldn't come sooner because of the Christmas break. I am now worried after reading other reviews if they will actually do anything. I wouldn't advise anyone to buy from them as the quality is not good.”
“Having ordered a 2+3 sofa I was initially happy with the service, had my sofa delivered Nov 2020
On a Friday in the evening I noticed it creaked alot when you sat on it so the next morning I contacted FD homes they arranged for a tech to come out who did the following wk.
I mentioned to the technician that the 2 seater was quite low when I sat on it and this wasn't the case with the 3 seater as it was comfortable.
He opened the seat cushions up and said he would put in his report, 10 data went by and not heard anything so thought I would phone them, after trying 36 times and no answer I decided to go to the store, on arriving store was empty so obviously couldn't be bothered to answer the phones (which I mentioned to the assistant)
I was told that there was nothing wrong with the seating on my 2 seater sofa from the assistant after a few exchanges he said he would send another tech out to take a look.
I drove home, once I was gone I received a phone call from the manager "Nathan"
He told me there is nothing wrong with the cushions on the 2 seater and that they were fine, I invited him to come take a look as how could he know that from the store when he's not seen my sofa,
He said I would have to pay for a tech to come out if I wanted it looked at and was quite rude. I felt he was calling me a liar and his attitude was disgusting, "cocky"
he as good as told me tuff luck like it or lump it.
I explained that I felt because I had paid cash that's it get on with it & stop complaining. It's not like I had the sofa wks/ mths/years I'd had it just one day. I asked them to take the sofa back only was told that isn't an option.
I shall not be purchasing from this company again as most disappointed with the customer service and attitude once goods are received.
So all in all a big let down (have to be fair he did say my sofas are guaranteed for 12mths
Washed my hands of them.
Just to warn others that once they have your money they don't care.”
“Great service. Lovely items in the store. Yet to receive our item (its in the process of being made) but the gentleman that served us was genuinely lovely and just left us to it (which I loved).”
“Was going to purchase 2 sofas but clearly they don't want the custom. Said I couldn't purchase over 3 years ( Despite advertising
this) For the member of staff in question it was clearly too much of an effort to give details. I will say the other member of staff was a lot more pleasant, pity we drew the short straw and got grumpy!!!! Won't be using this store again.”
