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Perch & Parrow Reviews

1.4 Rating 38 Reviews
8 %
of reviewers recommend Perch & Parrow
Company Reviews Questions Metrics
1.4
Based on 38 reviews
Shipping & Delivery
Delivery Methods
Own Driver, Courier
Average Delivery Time
Over A Month
On-time Delivery
Greater than 18%
Accurate And Undamaged Orders
Greater than 53%
Customer Service
Communication Channels
Telephone, Email
Queries Resolved In
Over A Week
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Perch & Parrow 1 star review on 28th July 2020
Alan Stevenson
Perch & Parrow 1 star review on 28th July 2020
Alan Stevenson
Perch & Parrow 1 star review on 21st July 2020
Peter
Perch & Parrow 1 star review on 21st July 2020
Peter
Perch & Parrow 1 star review on 21st July 2020
Peter
Anonymous
Anonymous  // 01/01/2019
Filter: Helpful None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful
Paul, Brentwood, Essex
Verified Reviewer
“Awful service. Not sure where to start. The estimated delivery time came and went. After 7 weeks I thought I’d give them a nudge (4-5 weeks was what was promised. Indeed, it was highlighted as a selling point.) and by this point I had got rid of my couch - spoiler alert: this was a mistake. Was then told I would receive an update after chasing them up on the phone. No update came. Eventually, when I chased, an answer came: that they were struggling to make contact with the warehouse. Were this some kind of inter-dimensional seance, I would understand. But come guys, it’s a warehouse, your warehouse.l! So when eventually they managed, to ,heroically, make contact, word got back to me there had been an issue. Christmas, it meant they were late. Because the warehouse is, like, closed for a week. Again, I have limited sympathy, given that Christmas is less of a surprise proposition. For even the most basic business, struggling with the finer points of supplier chain nuance has a calendar. (Note to team- get a calendar. Maybe get someone in for a bit, to help you operate it. Feel like the first few weeks might but rough on you, stick with it though) Anyhow... I was promised an update soon. Luckily I’m a quick learner so had managed to decode that “an update soon” actually meant the call would end, the person at the end of the phone would immediately forget the discussion and would never utter a word of it to anyone ever again. so I had recalibrated my expectation. It’s the hope that kills you. Skip forward another week or so and I received another call. The lady was very apologetic, Christ knows she must have adopted that as a default mode working at this circus. Turns out - now you better sit down for this bit - but smallest there is nothere had been a bit of a mix up at the factory. (Now I’m not sure if it’s just me, but hearing this really did prompt visions of chucklebrother esque hijinx) sadly, this wasn’t surprising. The lady had lots of apologetic words. And said it must be very frustrating. Words. No talk of how they were going to make it up to me. Luckily she ended with some more words: s was going to call back tomorrow with a new delivery date. Yippee! That was a week ago. Imagine my surprise at hearing nothing ! Avoid this place. You quite literally cannot believe a word they say. And even a very fair assessment of the events I have painted screams incompetent. I feel like they may have just bought a nice website and some photographs of furniture and can’t be arsed to actually run the the business. No doubt they are hard at work producing this sofa. Maybe I’ll even get to see the sofa - the one I paid for in November. But Let’s hope no one gets their clown shoes caught in the machines making it.”
Helpful Report
Posted 6 years ago
Ruwantha
Verified Reviewer
“Highly disappointed with Perch and Parrow as a brand! On the face of it looked very promising with some great designs and furniture that met our needs in our new apartment. However, since ordering, it seems that they are really a one man operation that is in complete shambles. We ordered two items, a sofa-bed and an ottoman. The delivery time for the sofa bed was listed as 4 weeks while the ottoman was available for immediate delivery. The ottoman was scheduled for delivery, but after staying at home the whole day it never arrived, without any explanation as to what happened. We then requested that the ottoman and sofa bed be delivered at the same time. However, then unexpectedly received a text from the delivery company a week later saying the item would be delivered when we weren't at home. Called P&P customer service and explained again that we wanted the items delivered at the same time, and they apologised for the confusion and promised to rearrange - however, unsurprisingly, the delivery driver showed up at our house to deliver it and wasn't aware that it had been rescheduled. Now, we are waiting for the sofa bed which was meant to be delivered last week, but apparently without any explanation and apology, it is now delayed a further two weeks. After multiple calls and e-mails we were promised that the item had arrived at the warehouse last Friday and would be arranged for delivery asap, but on calling today to find out when it would be delivered, it looks like we were clearly lied to as the item has not arrived at the warehouse, and won't be delivered at least until next week now. No clear solution or apology for not meeting the 4 week delivery window. One of the key reasons we purchased the item was due to the 4 week lead time, and if we had known it would take AT LEAST 6 weeks we would have looked elsewhere. While P&P seem to offer a great online alternative to purchasing designer furniture, the real experience leaves much to be desired. It is evident that they are still very much a fledgling online startup in dire need of process improvements if they are to be an effective alternative. P&P, I wait to hear from you for an appropriate solution!”
Helpful Report
Posted 6 years ago
B. Wayne
Verified Reviewer
“Customer service not contactable. No delivery date given. Communication is shocking.”
Helpful Report
Posted 6 years ago
Nick Shaw
Verified Reviewer
“First of all, it's a huge shame that I am having to write this review as the first items that I ordered from this company (a pair of bar stools) were great and delivered in good time. Buoyed from a positive first experience, I subsequently went ahead and ordered a coffee table and matching side table, the side table arrived quickly, the coffee table then arrived two weeks later and it was damaged (bent frame and a chip in the glass). No one's fault and these things do happen, so I called Perch and Parrow customer service, spoke to a helpful person who said that she would 'order a new table in but we may have to wait a few weeks,' annoying but again, understandable. I also was told that the 'damaged table would be picked up at the same time as the new one is delivered'. One early Saturday morning, a couple of weeks later, the doorbell rang and two delivery men were outside to 'collect the damaged table. As there was no sign of a new table and we hadn't been prior warned by Perch and Parrow that they would be arriving (they could have been any random person), I had no choice but to send them away. I had been very patient up to this point but the situation was starting to be a bit of an inconvenience for me. I then subsequently contacted Perch and Parrow again to explain what happened, after some days I received a response to say that the protocol was now - 'the new table would be delivered and a separate delivery would be made to collect the damaged table after this'...fine. A few weeks later, the new coffee table was delivered, and it was more damaged that the first one, one of the legs was bent out of shape, not what you would expect for a £400 table. I tried to contact Perch and Parrow via phone and email (several times) for several days, with no response. The end result is that after 2 months, we are now in possession of two of their damaged tables, both within their huge boxes, which according to their t's & c's, we cant dispose of...one of our bedrooms resembles a Perch and Parrow storage unit! The most frustrating part of this all is that i now have to sit down, spend yet more time on communication with this company and write this review as I know it is the only way that that I will get a response out of them...if you are reading this email, don't be like me and waste hours trying to deal with this company, just don't order from them in the first place...”
Helpful Report
Posted 3 years ago
Anonymous
Verified Reviewer
“Poor customer service. Cannot use their emails as they never reply. Cannot use the telephone either as they never answer. Do not recommend whatsoever. Shop elsewhere.”
Helpful Report
Posted 4 years ago
Cathryn, Ashtead
Verified Reviewer
“I bought a mirror from this company which was faulty. Two further mirrors were sent which were also faulty. I really liked the product and asked for another to be sent despite all the aggravation caused. They refused to send me a further mirror. I have subsequently ordered the same mirror from a different company, which was also cheaper,which has now arrived in perfect condition. I would not recommend buying from this company. Customer service is appalling”
Helpful Report
Posted 6 years ago
Jasmin Palmer
Verified Reviewer
“Poor customer service, still waiting for my order. 1 Ordered a lovely looking chaise sofa at the start of October advertised with free delivery dispatched in 6-8 weeks and paid in full. Despite it being nearly 9 weeks now, I still have not been given a dispatch date (or even an estimated one). Emailed customer service a little while ago just to get an idea of when to expect dispatch and they were vague at best. Impossible to get through to someone on the phone. Once again waiting for email customer service to get back to me. I managed to get through to speak to customer service but they don't have any details their end so are going to speak to the warehouse and get back to me that afternoon. Customer service replied that afternoon to tell me: "We have just been made aware that the completed item has unfortunately been damaged during transit and, as a result, we will need to raise a new order for you. This replacement will take approximately 6-8 weeks. I do really apologise for this delay. By means of an apology, we would like to offer you a 15% partial refund on this." I confirmed that I still wanted the sofa and they did indeed refund me the 15%. Roll on end of January and I had heard nothing despite the 8 weeks being nearly up. So, I emailed to enquire when the sofa would be dispatched. I was told that they would contact the warehouse and let me know. 6 days later and I've still heard nothing back and have sent another email to chase. It is very frustrating that Perch and Parow do not initiate any contact with customers even when their order has been damaged and passed the dispatch estimate. I wonder if I hadn't got in contact, would I have ever been told that my fully paid for sofa had been damaged? Who knows If I will ever get this long awaited Sofa.”
Helpful Report
Posted 3 years ago
P Mullally
Verified Reviewer
“I ordered and paid for a bedroom dresser and 2 bedside tables in August. The whole experience has been a nightmare with zero for customer service. They've been using Covid-19 as an excuse not to even answer their phones!!! They delivered the items separately early Nov (with no advise and weeks apart), but we couldn't open the drawers in the dresser. We tried to contact them and received no response by Phone or email. Eventually, an email arrived to advise they would replace the faulty dresser. The new dresser arrived and it looks like it's been dropped but with no damage to the packaging. Once again we start the merry dance of zero response to our emails or phone calls and with a damaged dresser blocking our hallway. If you need to order expensive furniture, then don't bother with P&P!”
Helpful Report
Posted 3 years ago
Emma Raphael
Verified Reviewer
“They buy furniture that can be found cheaper elsewhere, take different pictures, call it a different name and charge a lot more money (then deliver it in a box with the original name all over it!!!). They also use a delivery company that is impossible to get hold of.... Look elsewhere before you choose to buy with Perch and Parrow...”
Helpful Report
Posted 3 years ago
Anonymous
Unverified Reviewer
“if I could give negative 100 reviews I would. When I received the items (faux yellow flowers in vase) they were wet inside and the flowers were all off. I put the flowers back on but they keep falling off. So I give a negative star for quality. Additionally, this company charged me 4x for the same order. Thank goodness I go over my accounts every month and found out what they had done. When I immediately notified them of this instead of an apology they claimed it was "a system error" and did not offer an apology. A system error is an easy excuse once you are caught red handed taking someone's money. Never have I experienced such a sneaky company and I highly recommend you stay away.”
Helpful Report
Posted 5 years ago
Megan
Verified Reviewer
“3 stars, since it looks like I will actually receive the items I paid for, though it's been a drawn out ordeal. Their website looks so nice, and the range is great. But that's where the good experience stops. After checking out, there was minimal communication. I got my invoice and an email saying there were stock issues, with further info to come. None did. However, of the 2 identical cushions I ordered, one magically turned up a few days later - but with no identifying packaging or enclosed documentation. 0 communication on where the second cushion was, so I contacted customer service. I got a reply saying they would speak to the warehouse and ship it. Then heard nothing for another week until I followed up again. Now I have a tracking link, and it looks like I will receive the rest of my order! So the fact that in the end I'm getting what I ordered means 3 stars - but it's been a pain along the way. Honestly, only shopped here because everywhere else had run out of stock of this specific cushion and I HAD to have it...”
Helpful Report
Posted 5 years ago
Catherine
Verified Reviewer
“Literally no stars. I bought and paid for an expensive bed in July and organised for it to be delivered this week (December) in time for visiting guests. It didn’t arrive. I called the delivery company who initially claimed it had been delivered. Six calls later, while the6 appa4entl6 investigates, 8 was advised to call Perch and Parrow who failed t9 respect s to emails, online chats or calls. A day and a half later I finally reached someone in customer service who failed to apologise and admitted the item was out of stock and couldn’t be reordered. The person in question (Michelle) pretended she couldn’t hear me despite the line being as clear as a bell and threatened to hang up. The only thing as reompense - a refund of the money I paid 6 months ago that will take 5-10 days to arrive in my account. as Presumably my bed had been sold to someone else! It’s two and a half weeks before Xmas. We have guests arriving from Oz, expecting g a bed, next week. Perch and Parrow are absolutely incompetent and clueless. Do NOT buy from them. You have been warned...”
Helpful Report
Posted 5 years ago
Tara Nestor
Verified Reviewer
“This was the worst customer service experience I have ever had. I ordered a Victorian mirror online. It was delivered a few days later with broken glass. I immediately requested a replacement. Some days later I arrived home from work to find two additional mirrors delivered to my apartment and the broken one also left there. I called the delivery guy and asked him to take the two additional mirrors away but he said he couldnt on the grounds of "no authority". Despite a series of emails and calls (all of which have gone unanswered), the three mirrors (at lesat one of which is broken) still remain in my 60 square metre apartment - the first delivery was made on November 22 and it is now December 4... The service is so poor and the fact that all attemps to make contact have gone unanswered is beyond belief. I would advise anyone to stay well clear of this shop.”
Helpful Report
Posted 5 years ago
Claire Rigby
Verified Reviewer
“Take mine and other reviewers advice on here and AVOID THIS COMPANY LIKE THE PLAGUE. I wish I had checked out these reviews before spending £307 with them on a lamp, accessories and cushions way back on the 8th Oct. 5 weeks later I still haven't received my goods and cannot get through to customer services on the phone. I had ONE response to my numerous chasing emails to their crappy, seemingly unmanned, automated email 'service'. I am still waiting for my goods, despite being told that DPD 'lost ' my order and a new one would be sent out ASAP. This is laughable as DPD have a very stringent tracking system, unlike these jokers. I have just submitted a Visa dispute form with my bank to start the process of retrieving my money. Absolute shambles, please save yourselves this headache and daylight robbery from this 'company' and go and shop elsewhere. Perch and Parrow should be ashamed of themselves.”
Helpful Report
Posted 5 years ago
Benjamin
Unverified Reviewer
“Awful quality sofas Awful quality sofas - not what you expect for the price - Cheap poor stitching, cheap filled cushions, poor quality velvet, very uncomfortable, block on face book when try to contact, never there on hours advertised - voicemail often, poor customer service, chasing all the time, never deliver on time as say, had my money in November and in March still having problems, asked for full refund now having problems getting collected, chasing them all the time, never received what I ordered both sofas have been damaged. I would upload pictures if I could on here !!! over priced for cheap tat! check your sofa quality if you have purchased from these!!!! a Bunch of Monkeys could run a better establishment in fact a single Monkey let alone a bunch!!! AVOID AT ALL COSTS £2000 STILL WAITING ON MY REFUND now reported to alternative dispute resolutions (Ombudsman for fair trading)”
Helpful Report
Posted 6 years ago
Anonymous
Verified Reviewer
“Vey disappointed with their delivery service which is awful. I ordered quite a large mirror which came on time in 3 days however it arrived late in the day by 3 hours. I did not receive any notice or update to warn me of any delays, the van turned up at 10pm and without checking which hour to deliver the parcel it went round knocking on every door on my street which was highly embarrassing and unprofessional. When the delivery man eventually did arrive to my doorstep he did not apologies for returning up 3 hours late; nor did he give a reason instead he was rude and abusive at my doorstep which I was horrified with. He refused to give his name and was shouting across my road once he just handed the massive mirror to me. I am very saddened by this experience which I have experienced by ordering from this company to know the delivery service Is this poor and to be honest quite frightening. Which is a shame as I have decided to keep the mirror as I do not want to go through that torture again by returning it, I did want to order 2 cushions from there website but to honest I am actually frightened to do so. I am a heavily pregnant women with a 2 year old son who I had to keep awake past his bedtime just so I could accept the package and was not notified of any delay and on top when the product did finally come it came with a rude and abusive service which has scarred me in my condition. I raised this to the company themselves not a single person replied back to my email to apologise or offer anything as a good will of gesture which is even more shocking as I thought they were more professional, guess I was wrong.”
Helpful Report
Posted 6 years ago
Gabriella
Verified Reviewer
“This company should not be allowed to operate. I got delivered a faulty item, I asked for a return of the item. We agreed on a collection date, the company did not adhere to it. They did not show up. I arranged for another collection date, the same thing happened again. The Customer Service department's phone number goes straight to voicemail on Fridays, despite their published opening times being 9-5 on weekdays. No apology, no solution offered! I am going to have to assert my rights under the Consumer Credit Act and the Consumer Rights Act. Avoid like the plague.”
Helpful Report
Posted 6 years ago
Perch & Parrow is rated 1.4 based on 38 reviews
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