Furnitureandchoice Reviews 6

My rating is for customer service as I did not receive my sofa yet. Having a problem with the delivery company ( DX Freight) and not able to reach them, I contacted Furniture and Choice instead. Kristen B went the extra mile to help me. Just very happy.

Happy with dining set . Not happy with Customer Services ..dread to think what the outcome would be if there was a serious problem. Would not shop with them again for this reason.

Not fit for purpose - don’t waste your money. Scratches appeared on our dining table after a few days of (shock horror!) putting plates on the table with placemats underneath! Took forever to send an engineer from Homeserve to check it over - first time he didn’t show up, second time they made an appointment for a different day to what they’d told me on the phone! When he finally arrived he walked through the door saying ‘you must have scratched it with salt under a placemat’ before even looking at it! Clearly Homeserve are employed to ensure they write reports in favour of the company, otherwise how can you make a judgement before seeing the item?! Dreadful customer service, they really don’t care after they have your money. We’re now stuck with a table that looks years old after only a few months. Save your money and buy elsewhere. AVOID!

We bought sofa in January 2021. Today is August 2022. The sofa got out of shape, not comfortable anymore. One side springs got out of shape!
We are family of 3 and we only use sofa in the evenings. It is shame that it got like that only after a year and a half of using it.
Moreover, I contacted customer service and they told me that my warranty was only for a year and there’s nothing they can do.

Overall, the furniture looks nice and has a good price, but doesn’t last for more than a year. Don’t recommend it.

This is my original review which I gave 1☆ but see UPDATE below, amended to 5☆ simply because of Mandy (Customer Services) and the way she handled it. Things go wrong in life and mistakes are made but it is how a company steps up to resolve it that makes the difference between good customer service and bad customer service.

#LindenHomes take note. This is how a company turned a 1☆ review into a 5☆ review in a matter of days

ORIGINAL REVIEW
Absolutely appalled.
I put a review on here about the poor quality of two chairs. I then updated that review at the company's request as "Mandy" had handled it really well. That said, the packaging to return the items was not delivered on the due date despite me waiting in all day. Then the bubble wrap turned up, filthy. Then Parcelforce sent a non-reply email and a staff member at Furniture and Choice had put the billing address for collection instead of the delivery address. So I had to dismantle the poor quality chairs, try and bubble wrap them in one package of multiple parts and now Chris at Furniture and Choice rings to tell me that Parcelforce wont collect from the correct address despite it being less than 2 miles from the billing address so they want to re-book and expect me to wait in at home from 00:00 hrs to 00:00 hrs (24 hour period) on another day in the hope that Parcelforce DO turn up to the correct address on the correct day. So Furniture and Choice have lost their 2 star review and I would give 0 stars if I could. Wish I'd never ordered from them. What a load of hassle just for two dining chairs.

UPDATE AS AT 14/07/22
I had emailed to say I only wanted to speak with Mandy but it was her day off yesterday. She was only in the office for half an hour today before she brought herself up to speed and then called me. She was profoundly apologetic at how badly this has gone from start to finish but more than that, her apology was so sincere. I cannot stand the phrase "all I can do is apologise" as used by Chris. Mandy has gone above and beyond to resolve this for me and I am wholly satisfied with the solution.

A huge thank you to Mandy who took the stress out of the situation and was so refreshing to deal with. An absolute pleasure speaking with her.
So..... ☆for the errors but ☆☆☆☆☆ for Mandy in how she dealt with it.

It is very rare to encounter a company that operates to the highest standard of customer service, and that surprises and delights in ways that are both rare and refreshing. I cannot recommend this company enough. Great products, and value for money. Well done!