Furniture In Fashion

Smooth ordering. Prompt delivery. Secure packaging. Great product. Would highly recommend furniture in fashion.

We ordered a side board back in November with an expectect delivery on the web site of 4/6 weeks. We received a call a week later explaining the delivery date would be more like 8/10 weeks. I wasnt in a rush so excepted.

THis was the last I heard until I chased in the middle of Jan for an up date and was told its was due late jan early feb at the latest. Again a little disapointed but not long to wait.

Early feb came, no communication! So chased again only this time no replies to emails, no one answered the phone. After checking companies house I became a little more concerned and gave a deadline to communicate with me or i would need to report the transaction as fraudulant. I atteped to call one lat time this time getting through to be told that the items wasnt available and did I want an alternative. I asked for a refund and they didnt offer straight away instead put me on hold for a time... they finnaly agreed to refund and send my money back which ill have to wait a further 3-4 days (acceptable with regards to banks).

In summary, they have really great products displayed however they dont hold stock, which could mean large delays on the items you order. Which isnt a problem until you add in their poor communication and lack of service which means that their is no guarantee they will ever be able to confirm a date and have no problem ignoring you while holdign your money.

I wouldnt want to use again.

Avoid this company and purchase elsewhere!
I purchased an item early December, the item arrived damaged and the process to get it exchanged was like pulling teeth.
The replacement item was then finally delivered which was also damaged!
Once again the customer service was absolutely shocking with them using every excuse and delay tactic possible for me to return the item and get a refund.
Do not purchase from this company with poor quality items and absolutely shocking customer service! You have been warned.

I purchased a entertainment unit which is a large unit
Came flat pack in 8 large boxes which was as expected. On building the unit i discovered in the last box a small door which had a manufacture issue. I contacted customer support. They asked for photographs showing the problem which I sent. They then sent me an email saying i had built the unit and this did not conform to terms and conditions end of.
Very poor service I paid £1000 for the unit and i cant finish it. Would not buy from them again. All i can say is buyer beware.

What is the point in me spending £150 on a gorgeous sideboard that I want that was on sale at the time for them to then email saying I wouldn't receive it until April when they restock, not bad paying for furniture you aren't even getting, what was the point of putting something you dont have in stock on a reduced price sale.

Worst customer service I have ever experienced, bought a table £190, came beg of jan, never opened because I have been very ill, opened and was faulty, contacted company to explain my situation, all they keep saying is it's gone past 14 day consumer returns, I have sort legal advice so will comment again when I have got further with situation, I have given 1 star because it would not let me submit with No stars

I bought 2 items from this company. I was very happy with one item (a TV stand) that although not perfect was absolutely fine for its intended use. This review concerns the company's approach when I tried to return a faulty item.

The second item was a coffee table that was sold as having a lift up lid. I paid someone to put the table together as I have a broken shoulder. The table wasn't the best quality but I would have been happy if it functioned as sold. The lid simply would not lift up unless a huge force was applied.

I contacted the company to let them know I was really happy with the TV stand but had a big problem with the coffee table. Their response? They completely ignored my feedback on the TV stand and sent me the most offcious reply I have ever read from a company, in which they included the following sentences:

We acknowledge the receipt of your email which you have sent in reference to your order (number) in which you have CLAIMED that you have some issue with the Raymond Coffee Table.

However, we will investigate your issue with our relevant department but we would require some video of the product showing issues as CLAIMED by you.

Then right at the end of their email they wrote:

We apologize for the inconvenience caused and will try to get this resolved for you IN LINE WITH OUR TERMS AND CONDITIONS; WHICH YOU HAD ACCEPTED PRIOR TO PURCHASING.

So, imagine getting an officious, defensive response that only at the end pays lip service to an apology but then takes the apology back by reminding me that they were only going to sort this out if it was within terms and conditions, and also reminded me that I accepted these terms and conditions (just in case I was in any doubt that I had to work within their terms and conditions!)

What would have been nice to receive was something along the lines of 'I'm really sorry you have a problem, we'll do our best to help you'. So they don't go overboard to instil customer confidence!

Back to the coffee table, as required by Furniture in Fashion, and to demonstrate exactly how difficult this coffee table lid was to lift up I made a video comparing two lid lifting experiences (!) One of our monks bench - a way better quality item, 4 foot wide, made of thick and very solid wood. The other video showed the coffee table (just less than 3 foot wide, made of thin MDF). The force required to lift up the monks bench lid was 11 pounds. The force required to lift up the coffee table lid was over 48 pounds - at this force, the whole table lifted up, but the lid still wouldn't budge. So that means to lift up the coffee table lid, we needed each time to pick up a 6 or 7 year old child!

You would have thought that this video would be enough for a company to realise they'd sold a duff item, not fit for purpose, but oh no... not Furniture in Fashion. They wrote back to say

Thank you for your email with the video,

We will now investigate this with our suppliers and will get back to you with an update.

Please allow us some time to proceed with your request.

PLEASE NOTE: This is a "NO-Reply email" so please revert to (email address quoted)

We apologize for the inconvenience caused and will try to get this resolved for you IN LINE WITH OUR TERMS AND CONDITIONS; WHICH YOU HAD ACCEPTED PRIOR TO PURCHASING.

Yes it's those dreaded terms and conditions that creep into every communication that Furniture in Fashion send. I am reminded again that they're only going to help me if it's what they deem to be appropriate. No mention whatsoever of the Consumer Rights Act 2015 that mandates a supplier must refund goods that are not fit for purpose.

You see if a company sells something that is not fit for purpose they are required by this law to refund the money. I clearly demonstrated this in the video and any issues that Furniture in Fashion have with their supplier has nothing to do with me or the sales contract I had with Furniture in Fashion. They do not need to make me wait - they are obligated to refund my money. In their attempts to scare customers into submission by quoting terms and conditions of sale they have forgotten to abide by the very laws they are so insistent on appearing to follow!

So this making me wait for the supplier business has made me curious - I wonder if they are hoping that the supplier tells them that it is perfectly normal for a coffee table to require the weight of a child to be exerted every time it is used!

The other issue I have with Furniture in Fashion is that they keep reminding me with their terms and conditions that all goods have to be dismantled before returning. Now, I already told them that I'm not prepared to pay another £35 to have someone dismantle this faulty coffee table. I am also not obligated by the Consumer Rights Act 2015. Perhaps unsurprisingly, they have completely ignored this issue.

Overall a dreadful company that I do not recommend.

I Ordered A TABLE About 3 weeks ago I got a email saying it got damaged by delivery rung them up for a refund I'm still waiting

Excellent experience, furniture arrived when it said it would, no damage and delivered into the house by FIF delivery team. Would definitely recommend to others.