Carlton Furniture Reviews 

Review:
Extremely poor customer service at Furniture Outlet Charlton. I paid £50 extra for delivery inside my home, but the drivers refused to do it properly, demanded more money to unbox the sofa, and were very rude. The first sofa was faulty, and on the second delivery they just dumped it by the door and ignored the service I had paid for. Manager Cash was unhelpful and dismissive. Terrible experience – I would not recommend.

We bought 2 high quality expensive chairs from a retailer of the Carlton / Vintage Sofa Co who was very helpful, but, like us, they also seemingly had less success in dealing with the incompetence of the Vintage Sofa company Customer Services dept, to attempt to put things right. The customer service, (as mentioned by another reviewer) is non existent. My 2 messages to their CS dept were completely ignored and I was simply told "we dont deal with the end user, go to your supplier". Rude? So why is their website designed as if they are talking to the end user and not to a retailer? They also have a "contact us" button but perhaps it should say "not for the end user who keeps us in business." The FD fobbed me off with excuses, talked over me a lot and said that I was being unfair in complaining as the issue had been resolved! ( no thx to them). Not good PR I'm afraid.
We had 2 chairs costing £1000 each, one was OK but the other had a stud missing from the lookalike brass studs which are actually made of plastic and one arm was larger than the other. Initially they were going to send a technician out to repair the chair, but they then agreed to replace it. When the replacement was delivered, one leg had snapped off and was loose inside the protective wrapping! Great packaging but I guess it won't stop a leg snapping off if dropped from a height, which it clearly had been. Perhaps they should change their delivery company as well as their customer services manager. I'd suggest that potential customers buy their furniture elsewhere.

We ordered six dining chairs in August 2021, via local retailer, with guarantee they would arrive by Christmas. Were reassured it was a UK company based in Nottingham, with product made in UK. Checked their website; very misleading about where the products are made, with nothing about them being made outside UK. Paid final installment in early December on basis that they were on their way - from Poland! One week before Christmas, two chairs arrived and we were told the other four were in a different container - but Carlton had no idea when they would arrive. Over following four months, we were assured several times they were on their way. We were also told several times they were about to be made. In mid-April, we were again told they still hadn't been made. The retailer refunded our money and severed links with Carlton. One year later, the search for new chairs has to start all over. Hopeless company, no idea of customer service, even lying to customers about their orders.