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.
Claim your business profile now and gain access to all features and respond to customer reviews.
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.
*Information correct as of 09/08/2021See more
