Placed an order with www.furniturepoint.co.uk, I think its clear now why they were a £130 cheaper that competitors. I wouldn't order if I were you as I suspect they have gone bust but are still taking money and generating order numbers (judging from coments of this review site)
Do not proceed until you speak to them over the phone.
Ordered and paid for a Cambridge bed from them 3 weeks ago. Heard on Monday 1st Oct they would deliver Friday 5th Oct. Bed did not turn up and when I tried to contact them I get the same response on phone. Company seemed to have disappeared off the face of the earth. Extremely concerned.
Live chat is down, no one replies to emails, neither of the phone numbers listed on the website is answered during normal working hours - all you get is an automated message saying 'No attendant is available' - an odd thing for a company to leave so possibly it's a phone company message, which doesn't bode well. Even when you could get hold of them they were very hazy on delivery dates and getting a refund took ages - may take even longer now! I'd be wary of paying for anything until they start answering the phone.
UPDATE October 12th. Their website confirms they have gone into administration. If you paid with a credit card I suggest you start trying to reclaim your money.
We decided to purchase the cambridge oak large sideboard from furniture point as the item was nearly £100 cheaper than most of the online competitors.
We were a little apprehensive after reading the reviews on this site, but as there were good and bad reviews, we were happy to take the hit as even the big retailers have issues.
In summary Good points The item was adequately packed and protected upon receipt The item arrived within 4 days of being ordered - 2 days were the weekend! The item appears to be very good quality and workmanship and value for money
Bad points communication and arranging of the delivery. Initially we did not receive an order confirmation until we called them and we were advised that our email address was conveniently entered incorrectly.....we subsequently received the same email twice! We emailed them twice to find out when the item would be delivered with no response We were not contacted AT ALL despite sending further emails, to arrange a suitable delivery date and time - the item was sent out with 1 driver The item was left on our drive in the rain with no help to move the item indoors - against company policy -Luckily my wife managed to contact a neighbour to assist with moving the item indoors and out of the rain.
If this company improve their customer care and communication, they will be a very good online retailer - currently the customer care and contact is appalling as you can see from reading the reviews.
i placed a online order for Bentley Designs Atlantis 141cm Dining Table & 4 9 Slat Chairs on 9th September for what i thought was a great deal.only to get a phone call next day to say this was a webpage mistake and that this line was discontinued? very disappointed but accepted it was a mistake.i was told a refund would be made!! three phone calls later and seven days have passed i am still waiting for an email telling me that the refund has been made..but the last phone call made me laugh the most!! when i was told it could take 20 days for the refund to be made.. i don't think even if they posted a cheque and paid it into the bank it would take 20 days.. update 5/10/12 maybe i should of waited to post 1st review!!! 25 days and still waiting for refund. and not even a reply to my 1st review. i am sure they will have many happy customers but when looking at reviews that people have left first we look at bad reviews before deciding if to buy from a company. for every bad review take away 20 good ones. lucky for me i paid with credit card. i reported the matter to my bank who have said they have to give them 30 days. i am guessing this company knows this is the case and that's why after my last call to them i was told it can take up to 28 days for the refund to be made. i will update again
I placed an order which was twice failed to be delivered on agreed dates, and when I phoned up to complain, Paul cancelled my order and put the phone down on me. Apparently, this behaviour is endorsed by Miles the MD, which, if true, is a shocking attitude towards customer service
I have nothing but praise for Furniture Point. Just taken delivery of 3 pieces of furniture from the Mon Chique range and from ordering over the phone to delivery took just 5 days.
Paul in the Sales Dept, who took the order on the 4th September, was very helpful and knowledgeable and advised the delivery would be on Sunday 9th September. This was followed 2 days later by a phone call from Miles, confirming the delivery for the Sunday. On the Sunday, the delivery driver phoned to give half an hour notice of their arrival, and the 2 man delivery team delivered the 3 pieces of furniture in my front room.
The furniture is of a very good quality and is exactly as seen and ordered on the website.
In my opinion, the whole experience of dealing with Furniture Point has been First Class!
after several failed attempts at delivery I evetually got a part order.
after being told by furniture point customer services that the full order was being being delivered.
many emails and telephone calls later and to cut a very long story short I decided to write a review highlighting my bad experience so far with this company.
today I called the company to request a delivery date for the remainder of the part order, was told that by the customer rep that they would look into it and get back to me within the hour - 3.5 hours later I ring and am told that the person that I need to speak to has conveniently left the office and that they will call me back....do I believe this?..?.?? No I dont.
it should be easy. buy stuff. pay. deliver it.
stay clear of this company as it is seriously not worth the hassle and headache of saving a few quid. absolutely awful customer service.
i will keep this review open as i approach the 4th month without completion of order with Furniture Point.
***update 11 September
called customer services on 10th September and was told that they would get back to me within the hour with details of delivery date for outstanding order.....no call after 3 hours so called again.
was told customer representative not at his desk but he msg would be passed on.....as expected no call no comms.
sent an email to request money back...awaiting response.
***update 16 September
Still no response from company so still none the wiser?
****update 23 September
Still no response from company. Over 3 months I have waited for order to be completed.
****update 8 October 2012
Finally gave up with this lot and thankfully paid using a credit card....Have contacted my credit card company and they have started proceedings to claim outstanding monies.
Yesterday I called Furniturepoint's supplier and learned that although I placed my first order with Furniturepoint on 6 August, Furniturepoint did not communicate that order to their supplier until 29 August. So Furniturepoint are responsible for a three week delay in an order that they had proposed would take 3-4 weeks. (!)
Moreover, the order I placed with Furniturepoint on the 16th was not placed with the supplier until the 20th, and Furniturepoint have misled me in expecting a much earlier delivery date for that order than is possible. One of the items I requested is out of stock and cannot be delivered before 22 October. Two months of waiting time does not resemble the 5-15 days that Miles claims his team indicated for the 16 August order. At no point did anyone on the Furniturepoint team communicate this delay to me.
At least Furniturepoint do not seem to be guilty of fraud - just terrible internal logistics and horrific customer service.
My question now: what will Furniturepoint do to make things right with me? Does anyone care to hazard a guess?
***Update 4 Sep***
In response to Miles's note, I will correct his factual inaccuracies:
1) I placed my first order for a bed on 6 August and a second on 16 August. Neither order has been delivered, nor do I have a date for either order to be delivered.
2) If Miles tried to call me, he did so on someone else's number. I did not have missed calls from his company's number, nor did I have a voicemail from him (I would assume a voicemail to apologise for poor service would be standard customer service).
3) Miles's version of Frankie's conversation last Wednesday is fictitious. The first mention of supplier-direct delivery was in a voicemail left on Sunday by one of Miles's female colleagues informing me that my order would be delivered directly from the supplier, and that she would chase the supplier on Monday. 48 hours later, I have heard nothing from the supplier, nor have Furniturepoint followed up.
I still have no reason to believe that Furniturepoint are not a fraudulent organisation. If anything, the factual inaccuracies in Miles's post increase my suspicions that Furniturepoint are a dishonest organisation. At best they are deeply negligent and questionable.
It seems I will have to call the supplier directly to ascertain if Furniturepoint ever forwarded my order to them, or if Furniturepoint have pocketed nearly £1k of my hard-earned money without remorse. All I really need is for the supplier to disavow knowledge of my order...
***Original post 2 Sep***
I was initially so relieved to find a website that offered great deals, a relatively short lead-time and delivery to the room of my choice.
Now I am very concerned. Four weeks out from my initial order, I have yet to be told when the items would be delivered - only that my supplier is in the UK, so there should be no problem, and delivery would take 2-3 weeks from my order (this was 2.5 weeks from my initial order). Funiturepoint's online tracking service tells me only that my order is processing. What exactly does that mean? Has my order been placed with their supplier? Is my order held in a warehouse somewhere? Have they forgotten to place it?
After another 1-1.5 weeks, I called customer service repeatedly only to wait on hold for over five minutes without an agent picking up. I sent an email - to which they promise a response in 48 hours. You guessed it, no response.
I finally managed to speak with an agent this past Wednesday. She did not give me an update on my order but told me that someone would be in touch to schedule a delivery date shortly. Hours later, still nothing, so I called again. The agent said that they would call me back in the next couple of days to schedule a delivery date. Again, no call. No response to my email. No online update to my order's status.
Is this company a fraud? With behaviour like this, I would not be surprised if they were to flood TrustPilot with artificial positive reviews to offset the 25% astoundingly poor reviews they have received.
One more email, one more call. Then it's off to the Office of Fair Trading with you, FraudulentPoint.
We Ordered several Mango Furniture items for our Living Room. The Quality is much better than similar pieces that i have seen in High street stores. The Delivery took just over 2 weeks and was delivered by their own driver who carefully placed the items in our living room. Overall a pleasant experience would use again!
I would advise anyone to steer well clear of this company. Their attitude to customer service is by far the worst I have ever experienced, and the quality of the goods were of a poor standard. I ordered 7 items of furniture, coming to a total of over £1,700. and was told there was a lead time of up to 3 weeks for delivery. The delivery actually took over thirteen weeks! I phoned on numerous occasions during this time for updates, but was simply told that I would get them, when I got them. Never any apologies! When i eventually received the furniture, one of the items was missing, one of the items was damaged, and the delivery people dragged the boxes containing the furniture through my house, ruining my brand new carpets. I had to have my floors professionally cleaned afterwards to get the marks out. When I phoned the company to complain about these issues, I got the following responses - Regarding the missing item - They couldn't tell me when it would be in, and would just refund my money. I found this entirely unhelpful after having waited 13 weeks already. Regarding the damage to my carpets - I was told that it was perfectly understandable that the boxes would be dirty, as they've been sitting in a warehouse for weeks, and that I should have expected it. Regarding the damaged item - I eventually received a replacement after a further 10 weeks of waiting (a total of 23 weeks) which is ridiculous! I have received no apology throughout this entire episode, in fact all I’ve had is unhelpful and rude staff. One of the people I spoke to when i complained, claimed to be the manager, but I don't believe this to be true, as there is no way someone with such poor customer service skills as his, could ever be in charge of any business.
There wasn't even a silver lining to the cloud, as the quality of the goods was poor as well
I will never deal with this company again, and would advise anyone else to read the many reviews from people who have had a similar experience with this company. I rarely write reviews, but my experience with these people has been so bad, I thought it best if others know what they would be letting themselves in for.
Terrible delivery service, please do not order from this company, I ordered 2 items of furniture from them and as I live in "the country" (large town just outside Glasgow) they would only deliver to the pavement outside my property. The girl on the phone made it sound like I was ridiculous expecting the delivery company to deliver to my flat, I think its ridiculous that they expect me to pay £20 delivery to have the items dumped on the pavement outside my flat! They are also threatening to charge delivery even though they did not deliver. Nice professional website but do not be fooled by the prices. Use another company, be warned. I have now waited almost 2 weeks on an email advising when I will receive my refund. I've taken legal advice and am patiently awaiting their response to my requests both on email and telephoned.
Be prepared to wait folks! it's worth it in the end. I ordered a Bentley table and four chairs from Furniture Point; the big attraction being it was half the price on the High Street. Too good to be true? As soon as I ordered I got a prompt text to my mobile and then er...nothing! So, after three weeks had passed I began to feel jumpy especially after reading some of the more negative reviews. Got through to customer care straight away and hey presto! they booked me in for the following Tuesday-and it arrived just like they said it would. Great driver, gave him a hand, opened the product in front of him, and all was perfect. Would I use Furniture Point again? Definitely, yes.
We purchased several six oak chests and found imperfections we were unhappy with. I rang within hours of delivery and was dealt with in a courtesy, helpful and friendly manner. The arrangements for replacements was prompt, even when a second delivery also included an unacceptable chest - again prompt & helpful and third delivery resulted - and we are delighted with the quality. I would say the "friction" was my own personal indignation when the company requested I photograph the damage and send by attachment email before the issue was dealt with! The only inconvenience to me was my time - but I wondered how someone with no digital camera or computer would cope with this!)