Review Time
Very prompt and courteous customer service experience when I asked for confirmation about my colour choice of burnt orange.
The armchair was delivered on the day I nominated, in perfect condition. It exceeded my expectations, and has bought a fab pop of colour into my small living room, for a very reasonable price.
I'm really chuffed. Thank you.
One of the worst returns experiences I’ve had
I purchased a sofa from Furniture123 which I rejected immediately on delivery as it did not match the website description. The cushions were far flatter and much firmer than advertised, and the comfort level was nothing like the “plush, foam-filled cushions providing ultimate comfort” described online.
Despite notifying them straight away, my return was classified as “unwanted” rather than not as described. The collection process was chaotic, communication was slow throughout, and I had to repeatedly chase for updates. After inspection, they refunded the sofa but deducted £90 for collection and refused to refund the £150 extended warranty.
Customer service repeatedly referred to “company policy” rather than statutory consumer rights. The whole process has been stressful, drawn-out, and unnecessarily difficult.
I would strongly advise others to think carefully before ordering, particularly if there’s any chance you may need to return the item.
Nice oak doors. We have had 6 in total now. I was sent up to date tracking information which was very helpful especially as there was a slight delay due to traffic which meant I could pop out quickly. I do think your p&p is very expensive though.
***Thanks for the suggestion of checking out your sister bsthroom company but this doesn’t address your high p&p charges nor do they sell oak doors🥶
Purchased a single bed with trundle in April 2025. The quality is very poor; the back is not even finished correctly, with some areas showing exposed material. Unfortunately, we will have to dispose of it as it became extremely mouldy, despite treatment. All the other furniture in the room remains in excellent condition, but the bed is completely covered in mould. Truly unacceptable.
My experience with this service has been incredibly disappointing. While part of my order arrived without issues, I had to follow up on the missing items, as there was no communication regarding their absence. After weeks of waiting, I was informed that the items were unavailable. I've spent considerable time trying to obtain a refund for the undelivered items, but so far, I've had no success. Despite sending multiple messages over the weekend, I haven't received any response. I would strongly recommend avoiding this service; it's been a truly frustrating ordeal.
ARROW XL failed to deliver the sofa on the scheduled Saturday. They waited for two hours after the delivery window before sending a message that they wouldn't be coming. It took me an hour to reach customer support, and I couldn't get in touch with ARROW XL at all. Now, I have to take a day off to accept the delivery, which is not feasible for me as a self-employed individual. If they are unable to deliver, one of the companies should directly inform you instead of making you rearrange everything at home. It’s unacceptable to take a day off only to wait two hours to be told they won’t arrive.
I ordered a bedside table for £120 that cannot be assembled, and the company offered me a £15 refund or a £20 voucher to keep it. I'm truly shocked that such a proposal would be made for a £120 item. I find this offer quite unreasonable and frankly insulting.
Upon receiving my order, I found the items were damaged. While I appreciate an email update, I have now received too many stating they aim to respond within 6 hours, yet after 3 days, I'm still waiting. Trying to resolve this over the phone has been equally frustrating, facing either a premium rate number or a long wait while being told my call is very important.
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Get the look for less with Furniture123’s exclusive range of furniture and accessories. Browse our exclusive collections for your home, office and garden. And for expert advice, call our friendly customer service team or visit your local showroom.
We’re the specialist furniture division of the Buy It Direct Group, which began trading back in 1999. Today we employ 1000+ people and manage 1,000,000+ sq. ft of warehouse space.
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