Great customer service and very helpful staff. Spent plenty of time with us going through everything. No pressure felt. Fantastic delivery and assembly drivers.
Company replied
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See what reviewers are saying
Won the item I choose staff excellent prompt delivery right to room it was to go in Have used them before and will again in future
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We went into the store at Parr Market in Cornwall to actually kill some time! We had never visited a Fairway store before and were impressed with the styles and quality of your sofas. We were served b... See more
Company replied
They have furniture ranges that matched our requirements. Helpful staff and competitive prices. We were on holiday and visited the store and found items that we had been unable to source elsewhere.... See more
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Company details
About Fairway Furniture - St Austell
Written by the company
Fairway Furniture is the leading independent home furnishing retailer in the South West of England.
Over 170 years after the company was founded in Plymouth, it remains family run with a mission that has stayed the same - to offer an exceptional choice of high quality products at unbeatable prices, along with reliable, friendly, trusted and informed customer service.
From sofas and chairs to living and dining furniture, bedrooms to beds, flooring to lighting, pictures and accessories, our stores have something to suit every taste and budget.
Find your nearest store
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FREE 5 Year Structural Guarantee
Giving you long-term peace of mind
We source product from around the world and ensure that everything we sell offers great quality and value. This gives us the confidence to structurally guarantee every item for 5 years for the date of delivery. This is in addition to your statutory rights, is provided at no extra cost as an additional benefit and covers the parts detailed in our full guarantee document, available on our website.
Contact info
Stadium Park, Par Moor Road, PL25 3RP, St Austell, Cornwall, United Kingdom
- 01726 817333
4.8
Excellent
442 reviews
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Replied to 100% of negative reviews
Typically replies within 24 hours
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Awful service
Awful service. Rude delivery driver. Damage to our property. The ‘after care’ was just as bad. After being a loyal customer for a number of years, we expected better. AVOID!!
Response: the stairs were not broken!!! A creaking stair is not a broken stair. No excuse for the way the delivery driver spoke to me or how he made me feel unsafe in my own home. Even at this point, you are unwilling to accept any responsibility. Such a poor way to treat your customers.
Response 2: to be accused of lying is beyond insulting. The stairs were not broken. Your rude, aggressive delivery man stomping up and down broke the stairs. I supplied photos as requested by Sarah in St Austell. She was sympathetic and assured me that it would be sorted. Senior management who have emailed and called me since have taken a defensive and dismissive approach. I am disgusted.
Response 3: How unprofessional to continue to argue the point. Further cementing the unprofessional manner this matter has been dealt with. We will not shop with you again. AVOID at all costs.
August 20, 2025
Reply from Fairway Furniture - St Austell
Updated response from Fairway Furniture:
Dear Mrs Arthur
We are sorry that you do not believe our responses to your issue have been what you wished, but we have not at any point accused you of lying and are most disappointed you make that claim.
We have merely stated the facts in our responses, and sought to clarify that your staircase has structurally failed while effecting a normal delivery and that this was while you have yourself admitted work was being carried out to its underside to create a cupboard.
We would not have been able to deliver your bed without using the stairs.
We are very sorry you feel the responses from our Operations Manager and a Director are "dismissive" but they have both stated the facts and why we cannot be held responsible for a staircase that already had a broken step then, as you claim, cracking while in normal use. We would suggest you instead speak to the carpenter who was working under your staircase and who had already told you they needed remedial work.
Clearly we are unable to agree on this, which is very unfortunate.
Kind regards. Fairway Furniture
Updated response from Fairway Furniture:
Dear Mrs Arthur
As our reply to your original review clearly stated, we took responsibility for the conduct of the delivery crew immediately and have addressed it, both by our Operations Manager apologising on the telephone and also via an email from one of our directors today (26 August).
However, you have admitted work was being done underneath your stairs, and that it was creaking. The stringer then cracked while carrying your order up the stairs.
We cannot be held responsible for structural weaknesses in a staircase that causes it to crack as we conduct a normal delivery by walking up it. How else would we have got your divan set upstairs without using the stairs?
We are sorry that you feel differently regarding how we have dealt with your concerns.
Kind regards. Fairway Furniture
Dear Mrs Arthur
We are very sorry that the service you received from our delivery team was far below the standard you expected.
Our Operations Manager spoke directly with you the day after the delivery and apologised on behalf of our company, and we can confirm that the delivery crew have been spoken to about improved communication with customers.
Regarding your statement about our delivery crew causing 'damage to (y)our property', you have since admitted that you had someone working on creating an understairs cupboard at the time, and that they had already informed you that the stairs would need to be 'made good' to resolve ongoing creaking. On arrival at your property, the delivery crew noted that one of the steps already appeared broken and that you did not bring this to their attention.
Our delivery crew carrying a 4'6" divan set up a staircase on a routine delivery would not in and of themselves 'break' a staircase as you suggest, unless it already had an inherent weakness caused by the work you were having done. The pictures you supplied show that the 'stringer' on the staircase has split, which is a fundamental structural failure of the staircase.
Had this staircase given way while our delivery team were carrying out the delivery, the situation would have been extremely dangerous and could have resulted in serious injury.
As a company that prides itself on providing friendly, reliable and efficient service, we will always apologise where our service is not up to those standards, as our Operations Manager did in this instance. However, we cannot be held responsible for damage to property where it has failed through what can only be considered as normal use.
Kind regards. Fairway Furniture
The sales person was very helpful and patient with us.
The sales person was very helpful in helping us decide on which reclining chair to purchase by placing two or three carpet samples beneath the chairs (as we have just had a new carpet laid). She was very patient and polite with us.
June 18, 2025
Reply from Fairway Furniture - St Austell
Good afternoon, thank you do much for taking the time to review your recent purchase with us. We are so pleased to hear that our sales team were able to help you find what you were looking for, and we hope you are enjoying your new chair! Kind regards – Fairway Furniture
Excellent service
Excellent service, bought a lovely leather suite in the sale, in stock and delivered at a day of request.
Extremely comfortable and delighted with it.
July 30, 2025
Reply from Fairway Furniture - St Austell
Good afternoon, thank you so much for your 5 star review! We are so pleased to hear that you are happy with your new purchase, and we have passed on your kind words to the store team. Thank you again for shopping with us, and we look forward to seeing you again in the future. Kind regards – Fairway Furniture
You can rely on Fairway.
Very good, unhurried advice in the shop. Arrived with no delays. Polite and helpful delivery men.
July 29, 2025
Reply from Fairway Furniture - St Austell
Good afternoon, thank you so much for your 5 star review. We are so pleased to hear you are happy with the service you received, and we hope that you are enjoying your new furniture in your home. Kind regards – Fairway Furniture
I visited your store twice…
I visited your store twice before purchasing my beautiful bedroom chair.On both occasions I was greeted by a very helpful assistant. I was shown around with no pressure, and thoroughly enjoyed the experience. ( I also love my chair)
July 12, 2025
Reply from Fairway Furniture - St Austell
Good afternoon, thank you so much for taking the time to review your recent purchase with us. We are so pleased to hear that you are happy with the service you received when you visited our St Austell store, and we are thrilled to hear that you love your chair! Thank you for shopping with us, and we look forward to seeing you again soon. Kind regards – Fairway Furniture
Good customer service when buying
Good customer service when buying. Delivery on time and again excellent service.
July 2, 2025
Reply from Fairway Furniture - St Austell
Good morning, thank you for taking the time to review your recent purchase with us. We are so pleased that you are happy with the service you received, and we have passed on your kind words to both the store and delivery team. Thank you for shopping with us, and we hope to see you again soon. Kind regards – Fairway Furniture
Thanks for helping us choose a mattress…
Thanks for helping us choose a mattress that is comfortable yet firm enough when rising up. Delivery was earlier than expected, and was brought in the time window promised. The 5 year guarantee is most reassuring. The corner suite we purchased from you last year still looks good and is so comfortable!
July 3, 2025
Reply from Fairway Furniture - St Austell
Good afternoon, thank you so much for your 5 star review! We are so pleased to hear you chose to shop with us again, we really appreciate it, and we hope that you are enjoying your new mattress in your home. Kind regards – Fairway Furniture
Very respectful and lovely delivery men
June 19, 2025
Reply from Fairway Furniture - St Austell
Good afternoon, thank you so much for your 5 star review! We are so pleased that our delivery men provided you with good service, and we have passed on your kind words to them. Thank you for shopping with us, and we look forward to seeing you again soon. Kind regards – Fairway Furniture
Manufacturing not great
Purchased a sofa in March, didn't arrive until middle of June. I did not pay for assembly as I am more than capable of screwimg some feet on to a sofa however, on attempting this I quickly figured out that the 2 threads were at different angles. I called fairway furniture and a manager came out withing the hour, he had to take the feet away and re drill the holes in the feet to accommodate the angled threads. On his return I was then informed that he had bent one on the screws, he said he would order one and fit as soon as it arrived. I am still waiting 6 days later !!
June 17, 2025
Reply from Fairway Furniture - St Austell
Good afternoon, thank you for taking the time to review your recent purchase with us. We are so sorry that you have had these issues regarding your sofa, and we would like to thank you for your patience while we rectify this issue for you. Please be assured out store team are trying to get this resolved for you as soon as possible. Kind regards – Fairway Furniture
The furniture is exactly as I expected…
The furniture is exactly as I expected and the delivery men were very polite, friendly and helpful
June 18, 2025
Reply from Fairway Furniture - St Austell
Good afternoon, thank you for taking the time to review your recent purchase with us. We are really pleased to hear you are happy with the service you received, and we are thrilled you like your new furniture! Thank you for shopping with us, and we hope to see you again in the future. Kind regards – Fairway Furniture
Reply from Fairway Furniture - St Austell
Good afternoon, thank you so much for your 5 star review! We are thrilled to hear you are happy with the service you received in our St Austell store, and we hope that you are enjoying your new furniture. Kind regards – Fairway Furniture
A positive experience
Polite and helpful staff from choosing and ordering my new bed and mattress through to delivery, assembly and removal of packaging. Andrea at the St. Austell store kept in touch with me throughout the procedure and I would definitely recommend this Fairway branch to others.
April 23, 2025
Reply from Fairway Furniture - St Austell
Good afternoon, thank you so much for your 5 star review! We are so pleased that you are happy with the service you received, and we have passed on your kind words to Andrea and the St Austell team. Thank you for shopping with us, and we look forward to seeing you again soon. Kind regards – Fairway Furniture
Poor after sales support
The sofa was damaged on setup. New part required - 3 weeks and nothing had happened- contacted manufacturer direct and issue sorted in 2 days. After sales support from Fairway was poor. Just hope there are no more issues as I have little confidence they will be sorted quickly without fuss
June 13, 2025
Reply from Fairway Furniture - St Austell
Good afternoon, thank you for taking the time to review your recent purchase with us. We are extremely sorry that you had an issue on your new suite, and we can see looking at the notes on your order that our aftersales team contacted the supplier on the day the issue was reported. We appreciate that there was a delay in the required items being sent to us, but our team did chase this on several occasions keeping you updated on the progress. We can also see that the supplier emailed you directly (after we had chased them on several occasions) to apologise for the delay, stating “Unfortunately, it appears that an administrative error on our end caused a delay in processing your replacement part”. We don’t like to disappoint our customers, but sometimes delays are out of our control, as was the case with your replacement parts.
As a family run local business, customer service is a major focus for us, and this includes our sales aftercare. We are sorry that on this occasion you feel you did not get the service that you expected from Fairway Furniture, but our sales team did all they could to bring this matter to a close swiftly for you.
Thank you for shopping with us, and we hope that you are enjoying your new furniture. Kind regards – Fairway Furniture
Reply from Fairway Furniture - St Austell
Good morning, thank you for taking the time to review your recent purchase with us, we really appreciate it. We are so pleased to hear you had a good shopping experience, and we hope that you are enjoying your new furniture. Kind regards – Fairway Furniture
Excellent customer service from start…
Excellent customer service from start to finish. Product was excellent quality and a good price. Great company to deal with on every level
June 4, 2025
Reply from Fairway Furniture - St Austell
Good morning, thank you so much for your review of your recent purchase with us. We are so pleased to hear you had a good shopping experience, and we have passed on your kind words to the store and delivery team. Thank you for shopping with us, and we look forward to seeing you again soon. Kind regards – Fairway Furniture
Excellent customer service
Delt with Andrea in sales non pushy and very helpful,excellent communication to delivery of product.
May 31, 2025
Reply from Fairway Furniture - St Austell
We’re really grateful you took the time to share your 5 star rating with us. We are happy to hear that you had a great experience in store and that you were assisted and given all the information you needed by Andrea. We hope you enjoy your new furniture! Kind regards, Fairway Furniture
sales lady was very helpful
sales lady was very helpful, and we had a very good
shopping experience. Company had just what we
were looking for.
May 16, 2025
Reply from Fairway Furniture - St Austell
Good morning, thank you so much for taking the time to review your recent purchase with us, we really appreciate it. We have passed on your kind words to the store team, and we hope that you are enjoying your new furniture. Kind regards – Fairway Furniture
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