Reply from First Furniture
[REPLY]
- Reviews (362)
- Andrew
- 3 Reviews
Fast Delivery, solid posture chair
Easy to assemble and appears to be a very good chair. Only downside, it would have been useful to have had some operating instructions. The seat back is now in it's highest postion and without playing around with it for ages I can't currently see how to lower this!
- Sharn
- 2 Reviews
Satisfactory
I would have reviewed higher if we did not have to contact Furniture Direct to find out when the bed and mattress was going to be delivered. We ordered the bed on line and requested delivery. The next morning we received a phone call to say that the mattress could not be delivered on the requested day and it would be 7 days. After 7 days we had not heard anything so we called and they rang back (very efficiently) with delivery times for the next day. Both the bed and mattress was delivered the next day.
- colin
- 1 Review
instant order and delivery. fantastic!!!
placed order on bank hol monday received by wednesday couldnt have wished for a more speedier service thank you
- James
- 1 Review
CANT YET TELL
Price is right,dont know about quality yet,as have not yet received order.
Will let you know when I do.
- Margaret
- 1 Review
First Furniture wins the prize for best customer service.
I have never ordered from this company before in fact I had never even heard of it. I ordered my item and was so very surprised at the efficency and curtesy of the staff. The item arrived promptly at the time was given and is very good value. Well Done First Furniture you are the best comopany I have dealt with in a long time and will be recomending you to everybody I can. Thank you once again
- PENNY
- 1 Review
REALLY GOOD EXPERIENCE
I ordered 4 dining room chairs. They arrived on the day I asked for them to be delivered. The packaging was all in tact and the chairs were exactly as the advert on the web site said. The colour was exactly as the picture and I was very pleased overall with the service and the price. I would definitely use this company again. Very good indeed.
- LYNDA
- 1 Review
Very bad service, unacceptable experience when item was incorrect
I ordered a Vancouver BLACK Leather 5ft Sleigh Storage Bed from 1st Furniture. As I am disabled I was unable to get this bed up staires and had to enlist the help of others because it blocked my access to my stairlift. I decided to leave the unpacking of the bed until my grandson and partner returned home at the weekend.That was when things went from bad to worse, the headboard was BROWN and the footboard was BLACK. I phoned 1st Furniture and was told that nothing could be done about this as I was unable to provide photos via the internet, I explained that I did not have the means to do this and after a stressful week of phone call I hope my money will be refunded when the bed has been collected. This makes no sence as I would willingly have accepted a replacement Headboard but as they would not do this I have asked for a refund. I hope this will not be another round of phone call where they fail to get bact to me after assuring me they would.
- Paul Tanner
- 1 Review
pefect transaction from start to finish
Totally recommend First Furniture, negotiated the price, correspondance was perfect, advised when despatched and when arrived, was in perfect condition.
Will definitely use again.
- John Archer
- 2 Reviews
- Michael
- 1 Review
First class service from first furniture
Ordered a single bed and delivered within the specified time. One on-line shop will use in the future.
- Margaret
- 1 Review
delivery date ignored
We ordered on-line and were asked for a delivery date which I gave as 18.4.13. The furniture arrived unannounced a week ago, it was just fortunate that we were in! we ordered two identical chairs but two different sizes came a man's and a woman's, we presume. As it turns out we are happy with them, but the delivery saga left us feeling disappointed.
- carol
- 1 Review
Snazzy chair with snazzy delivery driver.
The chair was as described in review and very easy to put together. It was delivered by a very helpful man, who in my opinion could have had a second man to help him, because if my son had not been here the driver would have struggled . As it was delivered a good 4 days early I was very delighted.
- allan jackson
- 1 Review
- Stephen
- 1 Review
Excellent service.
My order arrived on the day that I had requested. There was no advance email confirming this, but I telephoned the day before and got confirmation that way. Straightforward to assemble. I am very pleased with the product.
- Nicola
- 1 Review
Excellent service and a quality product
We wanted this bed for our spare room but also wanted a good quality and good value product. We certainly got both! It was hassle free ordering and arrived within 2 days! We would highly recommend first furniture.
- Mavis
- 1 Review
Excellent Service!
I am very happy with the headboard, which arrived within a week of ordering. It was nicely wrapped and it took less than five minutes to fit on to the bed. I am very happy, because it is light weight and it matches all the rest of the furniture in my bedroom.
- bb
- 1 Review
The most unreliable company I ever dealt with
I placed an order for a small sofa on 13th March and payment was taken immediately. The item was shown as in stock and would be delivered within 5 to 10 days.
10 days later the order status was still showing "awaiting despatch" so I rang and spoke to a gentleman who advised that the product was not in stock but would definitely be arriving w/c 8th April. I asked him to guarantee that this would be the case rather than wait another 2 weeks and risk having to start again elsewhere, but was assured it would be in stock by then.
On 8th April I rang and asked to speak to the same gentleman, but was unable to do so; the girl I spoke to said he would look into the situation and ring back. He didn't. I rang again and he advised he was still checking with the manufacturers and would ring back.He didn't. On 9th April I managed to speak to him again and he informed me the item was out of stock and they wouldn't be receiving any more supplies. A refund was arranged and he promised to ring back when it was done. He didn't.
I rang on 10th April and asked for him to ring back to confirm the refund had been done. He didn't. I eventually spoke to someone else who confirmed the refund hadn't been done, but the gentleman I had dealt with would do it himself straight away and ring me back when it was done. You guessed the next bit.
I rang him back again and was told it had now been done and he thought an email had been sent confirming that, but it hadn't. He sent the email while I was on the phone and promised the money would be back in my account by Friday or Saturday at the latest. It is now the following Wednesday and there is no sign of any refund and I am having to get my credit card company to start a dispute with First Furniture (also trading as "Morale Furniture") to get this matter resolved.
In the meantime, I am out of pocket having had to purchase a replacement item elsewhere (which incidentally was ordered and delivered within 48 hours even before the payment had been taken).
The irony is that when I checked the First Furniture website at the weekend, I could still order, and be charged for the same original sofa, even though I know and they know they didn't have it in stock, and never will have.
Avoid at all costs.
Since writing this review I have been contacted by the company, and apologies were offered for the way this order has been handled. In his defence, the gentleman I have dealt with has been polite and apologetic throughout, but endless apologies do not make up for a most unsatisfactory shopping experience, or being out of pocket for so long.
- Agynessa
- 1 Review
- Megan
- 1 Review
Awful quality
I ordered 2 items. Delivery was at the far end of what was advertised for one item. I rang Customer Services once to get some advice about the product ("Do I have to have the feet?") and ended up speaking to a person who was surely an automaton: "You have to have the feet" "But is the furniture already fully assembled?" "It is not assembled, you have to assemble it" "So I could just not put the feet on when I assemble it?" "Yes" "So in fact I don't have to have the feet?" "No."
The quality was awful. I have built a lot of <external link removed> furniture in my time and never encountered such poor quality. (By the way, there was no way you could build it with a hand screwdriver as shown in the instructions!) I hate the chest of drawers, every time I look at it I can see how cheap and cost-cutting it is.
The other item was delayed, which was a huge blessing because it meant I could cancel it rather than risk another piece of junk in my child's bedroom.
When I rang to cancel the rest of the order, I got lovely, intelligent, helpful people on the phone, for the first time. I found a better product for less money on faster delivery elsewhere. And it turned up before its promised date, quietly and without fuss. <external link removed> furniture, I think they're called.
- Sheila Clark
- 1 Review
Excellent service from start to finish.
This Company has a wide range of products, well illustrated and described on line.
From original order to delivery we have been very happy with the service.
We would not hesitate to recommend them to anyone.
- John
- 1 Review
Good Service
Ordered for the first time from this company. Pleased with the item I bought. It would have been here the next day, except that the order was in two pieces and TNT only had one piece arrive in there depot the next day. However, it was here the day after. You can only speak as you find, and I would buy from them again.
- David
- 1 Review
They did exactly what they said they would
I phoned to ensure they had a discontinued item in stock, having been let down by another supplier. They said they had and sure enough, they arrived.
- Anna
- 1 Review
Poor Customer Experience
The "customer experience" I received when dealing with First Furniture was very poor. I took a full day's leave from work (I only get 20 days per year) and waited in all day for my delivery. At 1.25 p.m. on the day of the expected delivery, an incoherent message was left for me on my mobile, saying, without explanation, that my delivery wouldn't happen on that day. Apparently the lorry had broken down. Which was percular, because my delivery was coming on two separate lorries, so quite a coincidence that they had both broken down on the same day. This necessitated my taking a second day off work the following day, which was inconvenient, unpopular (with my boss) and unnecessary. On the plus side <private data removed> from First Furniture was very helpful indeed and did her best to rectify the situation.
- Dudu Miah
- 2 Reviews
Delighted
Nothing to fault about this company, price, service & delivery was second to none as promise. I would recommend this company to anyone
- Chris Monks
- 2 Reviews
Wonderful product, excellent customer service team.
We found it easy to choose and buy from a designed website. The product is great value for money and the delivery was made as promised on the specified day. We wanted to check that the delivery was coming and the customer contact chap was very good. He was polite, friendly, knowledgable and called back when he said he would. He helped track the delivery and reassure us. All in all an excellent customer experience.
- janet
- 1 Review
bland
They were unhelpful when i had some questions about how to open the packaging. And they weren't prepared to go out of their way to help. I like their products, but their customer service could do with being better. if customers are expected to put the products together, then clear fitting instructions and tools should be included in the package to aid that process.
Thanks
- Caroline
- 1 Review
Very disappointing
Ordered a console table and with regards to the delivery the service has not been good at all. I ordered the table and was emailed to be informed the item was shipped and supposed to be with me 7-14 days. I wasn't contacted and so I had to chase up First Furniture to be told that they are not delivering the table so I have to wait for a call from another company. I said that it was now 14 days since I ordered and I didn't have the table and was told because of the bank holiday they would be behind. I'm not sure why if you have to wait 2 weeks for the table. The courier called up to give me a date and I was supposed to receive a call 2 days before the delivery date to confirm a time slot. I didn't get the call and have been unable to call them as they didn't give me any contact details, or send me any confirmation via phone or email. I called First Furniture to find out the details and they can only email the firm to chase it up as they dont have any phone contact details either! So all in all very poor in terms of delivery and it seems the furniture company do not care about you getting the product after you have ordered. I will not shop here again and will use a more reputable company such as Oak Furnitureland, as their service and delivery updates for the coffee table I have just had delivered was second to none.
- Elspeth
- 1 Review
First furniture - first rate!
I recently bought two recliner chairs from First furniture. They were delivered within five days, assembled within two hours and have proved to be very comfortable, good looking and excellent value for money.
- Beverley
- 1 Review
Great value for money
I was looking around for a 4ft headboard for my daughters bed but supply was limited and expensive so I searched the Internet and found just what I needed at a great price from First Furniture, it's worth giving them a visit, I know I will use them again.
- Nick Beale
- 1 Review
Could Not Fault Service.
Arrived two days later superb. Problem with the wooden fixing, had to use the ones off the old headboard and re drill the holes.
- John Hughes
- 2 Reviews
When we require more furniture we will think of you
Great value, goods as ordered delivered on time
- D Gurd
- 1 Review
Not received the item yet, nearly two weeks, and monies have been taken for it. Where is it?????
Why receive a request for customer service when have not even received the goods. Have sent email querying this and as to when I can expect delivery of the item. Not pleased so far!
Reply from firstfurniture.co.uk
1. By the time the customer had left this review, we had already tried to contact her on the phone number that SHE provided
2. Unable to reach her on this number as it was for a school and they were on easter break.
3. Customer then emailed chasing order and we contacted her promptly, she then supplied another number we could get her on, we corresponded through email and customer agreed to change her feedback somewhat.
4. Customer has now received her goods and is happy them, yet now refuses to amend feedback, how convenient!
A bit of a shame that retailers try so hard but some customers just do not want to co-operate!
- Scott
- 1 Review
Good sales service and aftercare.
Purchase of furniture was a pleasure on the phone and a call to tell me when the furniture was being delivered was very helpful. Notwithsatnding some issues with the delivery company (whom I understand are not a part of First Furniture), I would use this company again.
- pauline
- 1 Review
wow so quick !!
ordered brass bed and it arrived the next day. could not fault this company. and would order again have recommended first furniture to my brother who is also looking for bedroom furniture.
- anthony carlisle
- 2 Reviews
First Furniture first for us.
We ordered two chairs from First Furniture as they were exactly what we were looking for. One was delivered & the courier "misplaced" the other. Claire, of First Furniture was a pleasure to deal with & when the chair wasn't found, a replacement was sent & received with no problem. We wouldn't hesitate to recommend this company and would use them again.
- Ursula
- 1 Review
- Charles
- 1 Review
- James
- 1 Review
- Chris
- 1 Review
Super Service and updates from the point of order to receiving the chairs by the courier.
This company deserves much praise in customer relations and service, out performing all my expectations.
