Reply from First Furniture
[REPLY]
- Reviews (378)
- Pauline
- 1 Review
Our Lovely Bookcase
We really had a good service. The item was delivered well package and the courier service was excellent. The item was up to our expectations and matched our other furniture well.
- L Jones
- 2 Reviews
Impressive customer service when returning perfectly good, but unsuitable product for what I needed.
I had not heard of this company but when I saw what I thought was the perfect piece of furniture to suit my needs I thought I would give them a go. The product did take a bit longer than expected to arrive, but when it did it was good quality, just not big enough - so my fault for not checking the product description properly.
I called the customer service line and explained and I must say they were excellent. They explained as it was not a product fault I would have to pay for the postage which is understandable, but when I said the stool was just not high enough the customer service rep said well don't package it up yet, I'll see if our supplier stocks a tall one, even if we don't, then we can just arrange an exchange. She called me back very quickly with the news that unfortunately a taller version was not available so I duly arranged a return. I was then kept fully up to date with the company's expectations and my refund by email. Very impressed!
- steve newbolt
- 1 Review
Great product and service
I bought a glass top rattan table. Lovely quality, really pleased with it. Service was quick. Would recommend this company
- Joseph
- 1 Review
Get ahead, get a bed head..........board
Very comprehensive site and all good quality stuff.........real brand names. Prices extremely competitive; my bed headboard was £60 less than at a well-known chain bed store. (No, not a retailer of chain beds). Delivery at the speed of light. O.K, not actually the speed of light but very prompt.
A pleasure to deal with these people.
As someone once said ; "I'll be back". Was that Arnold Katzenjammer or Albert Katzpyjamas ?
- Kaye
- 1 Review
excellent product and service.
Website easy to navigate. Good choice of products. Promp delivery!
- Beryl Sales
- 1 Review
First furniture is my first choice
I purchased a relaxe chair and stool. I had no problems with this furniture. From ordering to delivery, and I was extremely pleased with my purchase. Would not hesitate to recommend it to my friends.
- Dawn
- 2 Reviews
Athol 5ft Garden Bench - Just Perfect!
I've been looking for a solid, sturdy, traditional style garden bench for a while. The Athol bench was just the style we were looking for and such great value for money too. Was impressed straight away by the weight of it on delivery which I hasten to add was quick. We also like the natural look. Perfect.
- Peter
- 1 Review
Rubbish after sales service
I bought an armchair from first furniture their after sales service is non existant I had to keep on e/mailing them every step of the way to arrange collection of chair I was told that the Managing Director was away and nobody else in the company could make a decision to collect it. no contact names no mention of my name just a silly "Hi there"
it was my first on line order I don't think I will be ordering from them again.
- Angela
- 1 Review
Beautiful furnitures
I love my furnitures. Beautifull, great price and delivered in time
- geoffrey
- 1 Review
very good quality wooden garden furniture, would no hesitate to purchase more if required.
if you are looking for some good quality wooden furniture this is the site to go to.
- JonS
- 1 Review
Prompt service let down by sub-standard product
Good prices, prompt and hassle free order/delivery but supplied goods were of very low quality - item ordered was a metal head-board - welding done only half-way round, large gaps in welds etc. Given the overall quality of the item I would not purchase from them again.
- Ian
- London, GB
- 2 Reviews
Fantastic product and 1st class service
Fantastic product and 1st class delivery and service
- Deborah Johnson
- 1 Review
Excellent service, speedy & staff contact excellent
Day after placing order received a call from member of staff to confirm delivery date. One item out of stock and the kept in touch and turned this round within 3 days. Cannot fault the service and items true to description as well as cheaper than on other web sites.
- Victoria
- 1 Review
Very good
Excellent service,prices&product range. Only negative was that I live in the highlands&hadto pay a delivery charge which was not stated on website or at point of purchase, pretty disappointing, but this would not deter me from ordering from first furniture again
- Mandy
- 1 Review
Excellent customer service
I bought a bed from First Furniture, unfortunately there was damage to the headboard, when i contacted them they did there utmost to sort it out, unfortunately the replacement was damaged too, they were really apologetic and a third replacement was sent which was perfect, they could not of been anymore helpful if they tried.
- sacha
- 1 Review
Beautiful stool but abit dirty
Really lovely and a great height was really easy to put together but was abit dirty
- Customer
- 1 Review
Never Again !
My item was faulty. I rang and emailed the company on numerous occasions but didnt get very far. Finally told that I could return the item, they would test the item to see if it was faulty but if they thought it was ok they would deduct £50 - yes £50, from my refund for the return courier cost !!!!!!!!!!!!!
I organised my own courier £19 and returned the item. The company refunded my full purchase price but not the return courier fees even though it was cheaper than the courier they use (£24) and certainly cheaper than the £50 they wanted !!!!
Because of the treatment I had received when trying to arrange the return, I have to say that I didnt trust the company to agree the faults on the item and once it was back with them I only had the photographs I had taken as proof. I didnt trust the company to make a full refund, hence my decision to arrange the courier myself.
I will NOT use this company again
Reply from firstfurniture.co.uk
thanks
Bilal Ali
First Furniture
- Rita
- 2 Reviews
Very good and helpful service
Product we ordered was not available but we were offered and advised about an alternative, this has now arrived and we are very pleased with the sofa and two chairs .
- Robert G Saul
- 1 Review
Good product - very good service
The product was as described, sent promptly and arrived in excellent condition, although the packaging had suffered in transit - clearly did its job well.
On the day of delivery we discovered that we could have purchased the same item for £75 less from another online company. Item price was a £100 less, but there was a £25 delivery charge.
We spoke to a manager at the firm and referred to the price promise on the company website. Although we had taken delivery the item had not been opened and could have been returned. After the manager checked the validity and accuracy of the other company's offer price, he offered to refund £50 and we were happy with that as an amicable and fair settlement.
We would, therefore, be happy to recommend this company and would certainly use it for a possible future purchase.
- Diana from West Wales
- 3 Reviews
Left Hand doesn't know what the Right Hand is doing
Too long winded to tell in full. But briefly.
It started badly when I wanted to order three items online. An Alexander Rose Teak Garden Recliner Chair and Two Cushions. The two cushionsI had found were cheaper on another website - so I couldn't complete the order online myself I had to use 0845 phone number. However, First Furniture allowed me to order the two cushions at the cheaper rate and the chap checked for me and said yes all items were in stock. 2 days later I was phoned to say that the Alexander Rose Chair was discontinued even though it showed as "in stock" on website and when I ordered by telephone. Terrible service. Reluctantly, I cancelled the chair off my order and was then told that I would have to wait up to a week for a refund!!!!! Absolutely disgraceful - especially considering I hadn't even been able to order the product. (I will be checking if that is legal with MOPS as I don't think they are allowed to actually take payment from me until the goods have been despatched.) After 13 yes THIRTEEN days - there was still no sign of my order - which I think these days is totally unacceptable. Incidentally - Amazon delivered the chair in 3 days by standard delivery!) So I had to ring the 0845 telephone number AGAIN to chase up. Was told it would probably be another 3-4 days which I complained about - but all they could do was apologise. So I asked to speak to a Manager. No Manager was available at that time - so he had to phone me back (which wasn't very quick) All he could do was apologise (not very sincerely) and that was it. I then received an email showing my original order of THREE items was due to be delivered with the full amount showing - including the chair. So I had to ring the 0845 number AGAIN to check if they had actually cancelled the chair ... and I also asked that they double check my refund had been given. After waiting some time on the line the chap said that he'd phone me back to save me waiting. That was nice of him - and he was very pleasant and seemingly helpful, except it's now 24 hours later and guess what - he hasn't phoned back. In the meantime - the two cushions have been delivered or should I say dumped on my doorstep ....... over £110 of merchandise yet they weren't even packaged in a cardboard box ..... just crudely tied up with parcel tape. Worse still ..... they were just left on my doorstep when I was out .... so no signature was asked for and they were left in plain sight of the road outside. I am NOT impressed at all. I would certainly not recommend this company to anybody until they pull their socks up. I would however, be very interested in any comments in response by the MD of First Furniture - as I bet they wouldn't be pleased with my experience? At least I hope they wouldn't be.
Reply from firstfurniture.co.uk
We have told TNT that they must NEVER leave any packages with a valid signature and we are in the process of investigating this.
Please do not hesitate to call or email me to discuss.
thanks
Bilal Ali
First Furniture
0141 883 2285
- barry
- 1 Review
- Lorna
- 2 Reviews
Great Service. Great Product.
I bought a headboard from First Furniture which I absolutely love. The service was great. My contact with them was always friendly, efficient and timely. They kept me involved in each step of the buying and delivery process which was excellent. Would shop with them again.
- Julie
- 1 Review
Outstanding service
We were extremely impressed with level of service from this company. Unfortunately, our headboard arrived damaged, and even though you had no replacement in stock you still managed to have it replaced the following day, by shipping one from down South, and it was the May holiday weekend ! You are on our bookmarks as first shop to look at should we ever need any other furniture. First Class service and a stunning headboard. Thank you.
-
- Joan Read
- Leeds, US
- 4 Reviews
Great customer experience
Arrived when it was supposed to, good customer service, great products.
- Vamsi
- 1 Review
Sturdy and comfortable!
We bought the Donard 3-Seater Deluxe Garden Swing Seat Hammock. The delivery was very prompt, especially as we needed the settee for the bank holiday weekend. Thanks for that.
It arrived in cardboard packaging, which was a bit ripped at one end, exposing the metal parts. Luckily no internal damage.
Instructions to assemble: mediocre quality drawings. Could be better and bigger. Easy to assemble. Needs two people. We had three! Took 45mins
Sturdy frame and settee. Looks great. Only dissapointment is that the seat cushions are fixed to the horizontal beams. So have to dismantle the settee to wash cushions! A design change would be useful.
Great value for money. Comfortable settee
- Mark
- 1 Review
Excellent service and customer focused
Another furniture company had let me down with a delayed order; expected arrival kept slipping. I needed an outside patio furniture set urgently for my 40th birthday BBQ. I called them to ask if they could dispatch a set I had seen on their website within 4 days. The customer service team took my details so they could investigate. They called me back and confirmed it could be done, order submitted. The Friday morning prior to the delivery, I called them to confirm all was ok due to website saying it was waiting to be dispatched; getting worried. Customer services were excellent, they investigated and called me back to confirm it was a direct dispatch from the manufacturer and it would arrive in the afternoon (Bank Holiday) - and it did - Excellent service.
- Anne
- 1 Review
Fabulous Service
Ordered a massage chair and opted for choosing the delivery day of my choice. this was adhered to the letter, excellent service and chair just as expected. would def recommend and will use again in future!
- Robin
- 1 Review
quick delivery...very happy
I ordered a patio table. The delivery was quick and am very happy with the product.
- John
- 1 Review
Delivered on time but customer care a bit of a let down.
I ordered a single bed and mattress. Only one part of the bed arrived on time (the mattress turned up at 8pm). The side rails turned up three days later. I understand that the two parts of the bed were shipped from one place and the mattres from another.
I did call customer care who were quire brusque when I gave the wrong number (I gave the tracking number and not the order number) and was told I would be called back. No call came.
TNT who delivered the bed were very helpful and did call back.
The bed and mattress are both great, a good price and easy to assemble. I just wish the customer care had been better.
- Barbara
- 1 Review
very comfortable recliner chairs and footstools.
Easy ordering service, delivered within 2 weeks, very comfortable recliner chairs,. The delivery men were excellant, they assembled and placed the new chairs just where I wanted them, gave me time to check them over and even removed my old chairs for me.
- Emma
- 1 Review
Terrible service and inability/unwillingness to rectify situation (only 2 star as they were not rude!)
I purchased a bed from Frist Furniture and booked it to be delivered the following Saturday, I was quickly called and a further £40 requested for Saturday delivery which was duly paid. I waited in all day on the delivery day (delivery time is between 9am and 5pm), at 4.45 when the bed had not appeared I called First furniture where I spoke to someone who informaed me that their records did not state who the bed was being delivered by so she could not check the status, but that if I did not receive it by 5 there would still be someone in the office to take my call. I called back at 5.05 when the bed had not been delivered, the office was closed.
I called on Sunday morning at 10am to get a recorded message stating that the office oppened at 10am, the lines finally opened at 10.15, I got through to someone who told me they wouldcall be back in 5 mon when the system started up, 45 minutes later I called again and was once again told I would be called in 5 min. Just after 11am I was called back and the person on the helpdesk informed me that as the courier was now closed till Tuesday (bank holiday) he would not be able to do much till then. He asked what my expectations were, I requested that my delivery fee be waived and that I get a specified slot either first or last thing, I was informed that this would not be an issue.
On the Tuesday after calling twice I found out that the van delivering my bed had broken down and that despite the fact the delivery company had my mobile number they had not bothered to call me to tell me they weren't coming. I eventually spoke to a manager there who told me that the best they could do on delivery was narrow the delivery time to morning or afternoon during the week (I have a full time job and this is not an option) alternatively I could have Saturday delivery (no time specified) and they would be able to reduce the delivery cost by £15 as they would still need to pay the delivery company.
I told them that I just wanted to cancel the whole order as I do not feel that they actually tried to resolve the situation to satisfactory level - as the customer I do not view the delivery comapny as a seperate entity to the seller - the responsibility satisfy the sustomers needs lies with them as a unit, both parties lacke dthe professionalism and attention to detail, I would recomend that people actively avaoid dealing with this comapny.
Reply from firstfurniture.co.uk
If you would like to discuss further please do not hesitate to contact us on sales@firstfurniture.co.uk
thanks
Bilal Ali
First Furniture
- R. Stainer
- 2 Reviews
Overall customer experience was really good. Product just as described, and a speedy delivery.
I would certainly have given a 5 star rating but for one minor problem. The order form asked for a preferred day of delivery. This misleads customers to think delivery will be made on that day. The prompt delivery was made on an earlier day. We should not have been home on delivery day bur "fortunately" my wife was poorly and as such we cancelled previous plans. I realise it is most unusual to offer a preferred day of delivery, but sometimes prior notification of delivery date is given by e-mail.
In conclusion I would certainly shop with First Furniture again!!
- Barry
- 3 Reviews
First Furniture,First Rate
I ordered this Patio furniture online and paid using the facility.The whole transaction was very quick along with this companies response to my order.The furniture despatch was confirmed quickly and the whole order arrived on a palletted delivery in a couple of days,well packaged against possible damage .Everything was in excellent condition and no major assembly required at all.
Now in pride of place on our patio.
-
- Usha Thatcher
- Rugby, GB
- 1 Review
Good furniture - Bad Service
I ordered three beds on the 11th March 2013, details below:
Arizona White Leather 5ft Kingsize Bed
ANDORRA5-WH 1 £322.59 GBP £322.59 GBP
Montana Brown Leather 5ft Kingsize Bed
MADRID5-BR 1 £297.88 GBP £297.88 GBP
Virginia Black Leather 4ft6 Double Bed
VALLETTA46-BL 1 £310.24 GBP £310.24 GBP
Subtotal: £930.71 GBP
Coupon Code (Spring750): -£46.53 GBP
Shipping: £0.00 GBP
Grand Total: £884.18 GBP
The Arizona white bed was out of stock and I was told if I order it at the same time as the other two above, I will have a speedy delivery. Order was made on the 11th March 2013 and delivery as per advertising was supposed to be 3 to 5 working days from the order date. I spoke to Tom, Salesman, who apparently was very polite and seemed very caring about his customers. Everything was fine and I got an email to put my review and I rated them 5 stars for customer service.
Later on I had problems with the delivery company and I finally got my goods on the 20th March 2013, after 9 working days. The goods were not delivered at the arranged time and as I had to go out, my husband took the delivery and signed for it without checking the products. When I came home I rang Tom straight away to let him know that the products were unchecked at the time the papers were signed. I told him the boxes were damaged. He told me not to worry and if there is any problem just to take pictures and he will sort them out.
My husband’s friend came over the next day to help assemble the furniture. Upon opening the boxes we found that we were sent used beds & legs as it was badly damaged and scratched. I also mentioned that the bed was too low and because of my bad back and it was not suitable at all. I asked if they did longer legs stands and Tom said he will find out and call me back as soon as possible and in the mean time I should email him the pictures of the used legs and he would have new ones sent. I emailed him on the 21/3/13. Waited one week for them and nothing arrived in the post. Rang Tom again and he said he is dealing with it. Another two weeks went by and nothing happened. On the 23/4/13 I rang Tom and said that if I do not receive the legs stands within 5 working days I am not prepared to wait any longer and he should have both beds back. He told me that the company that make the beds do not to extension legs however he will tell them to send me new ones. I then cancelled the Arizona White Leather 5ft Kingsize Bed ANDORRA5-WH 1 £322.59 GBP £322.59 GBP and was refunded after two weeks.
I explained to him that the two beds I had were too low and if I could exchange them for higher beds. He told me to choose the beds I wanted and to give him a call. I asked him for measurements of the other beds I had seen on internet and he said I should email him the types of beds I wanted and he would send me the exact measurements. I sent an email to Tom and his Manager Sohail on the 23/4/13.
After all this, I don't know why I believed Tom and agreed to wait for him to get back to me.I guess because of all the good reviews I read about this company; however, another week went by and no call from Tom. Finally when I managed to get hold of him, he said that he is dealing with it and he was having a meeting with the manufacturer and he will get back to me within a day or two.
Another week went by and when I called the receptionist Saira said that Tom was off on sick. I then demanded to speak to the Manager, Sohail, and when I asked him if he had received my email, he said yes and he told me that once the furniture has been assembled, he does not take them back but he was happy to send me extra parts for replacement. I re-explained to him that I was still waiting for bits to come and as it had not come I did not want the beds. I was however prepared to exchange them for the higher beds. I also asked him to send me his returned policy documents as I have been in touch with Trading Standard. He said he would email me the policy but never received any email or any calls from Tom as Sohail did say he would get Tom to call me the next day.
Tom has never called me to this day (12th May 2013), however I had a parcel delivery postage dated for the 10/5/2013. There are my name and address written on it and Andorra’s feet. Inside the package there are 12 tiny metal used legs with rubber (6 brown and 6 black) no screws no instructions and don’t know who the sender is. It was not at all a surprise to me as the beds did not have instructions in the boxes as well but at least they had screws.
What will I do with Andorra s feet when the Arizona white leather bed was cancelled long time ago? I am very upset as I have got bad back and having to sleep on the floor on a mattress for the last two months and no bed frames. I got in touch with Trading Standards and they said that Morale Furnishing should either exchange the beds or take them back and refund me my money. One thing I do not quite understand is that we order online with First Furniture but the payment is made to Morale Furnishing. Are they one company with two names????????
I was a very happy customer at first but not anymore as I am tired of waiting and having to sleep on the floor, not knowing when this matter will be solved. I have been very patient and I’m hoping Bilal Ali will read this review and sort this matter out as soon as possible.
Usha Thatcher-Ali
Today is 18th May and no one has been in touch nor has someone reply to this review. I am absolutely disgusted with how they are behaving. I think I have to contact my solicitor & also Trading Standards as this is has gone too far. I will be posting the same review again and again till they reply to me. I am so angry and very upset.
Reply from firstfurniture.co.uk
If you have problems in regards to faulty parts I will be more than happy to get these sent out out to you. I have emailed you in regards to this also.
thanks
Bilal Ali
First Furniture
- graham
- 1 Review
very fast delivery and good quality furniture
We ordered two single metal beds. they turned up within the week and were well packaged and easy to assemble. Recommended
- Gavin
- 1 Review
A call within 45 minutes of ordering asking me when was convenient to deliver the very next day.Fantastic!
So far no complaints at all. Very pleased with the quality of the product. Better than we expected. Have already recommended the company.
- louise
- 1 Review
Great garden swing that Enhances your garden or patio.
Arrived as promised on time.Well packaged and relatively easy to assemble.
The metal frame looks classy and is a nice bronze/brown colour.The swing and canopy material is hard wearing and should be quite waterproof.
All in all a very attractive garden swing at a reasonable price.
- dave foster
- 2 Reviews
dont think i will bother in the future
I had a problem with the reclining chair i bought from first furniture , this was torn at the back i sent photos and made three calls but but no reply, until i said i would cancel
the contract they rang me the following day and arranged for a replacement which they
sent in four days which was fine, unfortunately i dont think the chairs are made very well,thats why i dont think i will bother again. D. F
- heather
- 1 Review
Bed arrived on time
Bed arrived on time when stated, only problem was there was no communication or tracking information until after the item was delivered, was expecting email to say was dispatched but never got it till I had recieved the item, but overall experience was acceptable and I would recommend and I will probably use again
- Alison
- 1 Review
Unprofessional and disjointed.
despite your website saying customers would receive regular updates on orders, I only received one regarding my sucessfully placed order. I chased my item after over two weeks and was told I was giving the incorrect order number despite my reading out the one I'd been sent in the first instance (the email I mentioned above). Emma (the telephone operator) would call me back "sometime that day" and dutifully she did, saying she's spoken to the furnature dapartment and my order should be received some time next week. No explanation of the delay was offered.
