Big Furniture Warehouse Reviews

Name: Big Furniture Warehouse
Address: 2, Empire Way, Burnley, Burnley, Lancashire
Rating: 4.34

4.3 Rating 1,606 Reviews

83 %

of reviewers recommend Big Furniture Warehouse

4.3

Based on 1,606 reviews


Shipping & Delivery
Delivery Methods	Courier
Average Delivery Time	Within 5 Days
On-time Delivery	Greater than 86%
Accurate And Undamaged Orders	Greater than 88%
Customer Service
Communication Channels	Email, Telephone, Live Chat
Queries Resolved In	Under An Hour
Customer Service	4.4 out of 5
Returns & Refunds
Returns Process	Could Be Better

Big Furniture Warehouse 5 star review on 6th October 2023

Anonymous

Anonymous // 01/01/2019

Filter: Rated 1 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“I want to return my item have sent emails but yet to receive a reply”

Helpful Report

Hello Steven, Thank you for your feedback. Please accept our apologies for not receiving a response from our customer service team, upon double checking this, I can confirm we have responded to both of your emails on the 4th of April and yesterday providing our returns details and process for you. If you haven't received this, we would advise double checking your spam/junk folder incase their response has gone in there. I have asked them to forward this back onto you in hopes this is received successfully. Apologies for any inconvenience caused. Thank you, Big Furniture Warehouse

“I have not received the box 1 of 2. The dispatch on delivered a box, 2/2.”

Helpful Report

Hello Hassan, Thank you very much for your feedback. We're sorry to hear you have received the incorrect box, please accept our apologies for this. Due to the bank holiday weekend, your replacement was dispatched yesterday morning and is currently on route to you, our customer service team have reached out to you providing the tracking details so you can keep and eye on any updates. Apologies for the delay in getting this resolved for you, if you have any further issues, please get back in contact with us. Thank you, Big Furniture Warehouse

“Wrong item sent, no helpful reply’s on the support email, live chat pointless and no contact number. My problem is still not resolved. A very disappointed customer indeed. Would not recommend to this company to anyone. AVOID!”

Helpful Report

Good Afternoon Leonie, Thank you very much for your feedback. We're really sorry to hear you have received the incorrect item, they seems to have been a picking error in the warehouse, please accept our apologies for this. We completely understand your frustration in this instance, due to the bank holiday weekend and the item you have purchased coming directly from our suppliers in Scotland, the turn around time to resolve this has taken a little longer than usual, we really appreciate your patience in this instance. Our customer service team have reach out to you confirming a collection and replacement has been scheduled for the end of the week for you, should you have any further issues, please don't hesitate to get back in contact. Once again, apologies for the delay and any inconvenience this may have caused. Thank you, Big Furniture Warehouse

“Item never arrived. No one to contact in Customer Services.”

Helpful Report

Good Afternoon, Thank you for your feedback. We're sorry to hear you never received your order, please accept our apologies for this. I can see a member of our customer service team reached out to you on the 10th of March advising the couriers have returned this due to having an incomplete address, unfortunately we received no response from yourself so we issued you a full refund. Please accept our apologies for any inconvenience this may have caused. Thank you, Big Furniture Warehouse

“Furniture arrived in ripped up box. parts were broken and not labelled correctly. instructions were incorrect at times. parcel arrived 3 days late. there are marks and chips everywhere, it looks like the furniture has been used!”

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“The item arrived damages I leg if garden table broken I informed the delivery company But got no reply”

Helpful Report

Good Afternoon John, Thank you for your feedback. Please accept our apologies for this arriving damaged, unfortunately the courier company wouldn't be able to resolve this issue for you. Our customer service team reached out to you regarding this and arranged for a replacement part to be sent to you, Thank you for confirming this has now been received and there are no further issues, we're glad to hear this matter has now been resolved. Thank you for your patience and apologies for any inconvenience this may have caused. Thank you, Big Furniture Warehouse

“Out of a set of four matching items for my bedroom i received only three, and those three came on different days throughout a period of weeks and they say they lost the fourth and now it’s out of stock so all in all a pointless exercise.”

Helpful Report

Hello Emily, Thank you for your feedback. We are extremely sorry for the loss of your order in the courier network, we completely understand your frustration in this instance. Due to the size and weight difference of the items purchased, these shipped with different couriers and can therefore result in these being delivered on different dates. Our customer service team work closely with the couriers to try and arrange for these to be delivered on the same day but it just isn't guaranteed unfortunately. A full refund has been issued for the loss of your item and a discount code has been provided to compensate for this in order for you to repurchase the item once this comes back into stock. Please accept our apologies for any inconvenience this may have caused. Thank you, Big Furniture Warehouse

“One item of a pair of matching bedside tables was not delivered, with no explanation. Later told items were out of stock and we wouldn't receive the second part of our item. Poor service, would not recommend.”

Helpful Report

Hello Lily, Thank you for your review. Please accept our apologies for this, unfortunately from time to time parcels do get lost in the courier network of which we have no control over, our customer service team work closely with the couriers to try and locate the parcels but it isn't always successful, I completely understand your disappointment in this instance. A full refund was processed straight away for you to prevent any further inconvenience. Thank you, Big Furniture Warehouse

“Worse customer service ever”

Helpful Report

Good Afternoon Anna, We're sorry that you feel this way, we can only apologise for the issues you experienced during this purchase. Our customer service team provided all the options available to get this matter resolved for you but unfortunately you wasn't happy to accept any of these. We hope you can understand we're unable to issue a refund for an order without the return of the goods. Thank you, Big Furniture Warehouse

“Very disappointed only received one item instead of the two I paid for”

Helpful Report

Good Afternoon Pauline, Thank you for your feedback, Please accept our apologies for your original item getting lost in the courier network, we do apologise for this. Our customer service team arranged for a replacement to be sent out for you which has now been successfully delivered. We're really sorry for the delay in receiving this item and thank you for your patience in this instance. Big Furniture Warehouse

“Still haven't received item”

Helpful Report

Hello Ria, Thank you for your review. I'm sorry to hear there was an issue receiving your order, please accept our apologies for this. Our customer service team reached out to you and arranged for a replacement to be sent as soon as possible for you, I can see this has now been successfully delivered and the issue has now been resolved. We're sorry for the delay and any inconvenience this may have caused. Thank you, Big Furniture Warehouse

“Absolutely rubbish so cheap, it will break in no time”

Helpful Report

Hello Sandra, We're sorry to hear you're not satisfied with your purchase, please accept our apologies for this. Our customer service team have tried to reach out to you multiple times via email to see if we can get this matter resolved for you but unfortunately we have received no response. Thank you, Big Furniture Warehouse

“If there was a 0 I would have chosen that. I have never received my item and am arguing regarding a refund. BFW and courier say it’s showing as delivered and are not prepared to assist me any further. I am without my goods and out of pocket regarding the money paid to them in good faith. ABSOLUTELY APPALLING! I AM SO ANGRY WORDS FAIL ME😡 Can’t obviously answer all the questions below as item never received!”

Helpful Report

“Poor quality, screws not long enough for fixing the strips at the front and very weak timber. Used own screws but holes weren’t in right places so had to measure out distances between late when fixing. Doubt it will last more than a few months before it falls apart”

Helpful Report

“Terrible service as unable to ring company only email not staff fault . Poor quality furniture had a lot of hassle with furniture as badly damaged”

Helpful Report

“I haven’t received my order, contacted them constantly been given conflicting information. I have to email them everyday for around 4/5 days before I get a response I had to ask three four times for information of the courier and tracking reference for the police report before I was given it absolutely awful customer service”

Helpful Report

“Poor quality furniture. Purchased a white console table and took over three hours to try to make it fit together . Holes not aligned and marks on it also. Drawers very unstable and rickety. Have returned it but still waiting on refund a week later . Now not responding to emails . Be wary of cheaper prices meaning poor quality items and service.”

Helpful Report

Hi Karen, I am sorry to hear that you had a negative experience with this specific piece of furniture. I can see that we arranged a collection for you when it was convenient, and have been waiting for this to come back to us to issue you with a refund. I can also see that we advised yesterday that we issued you with a full refund on the order. I am sorry for any inconvenience caused. Kind regards Charlotte

“Awful product I’m afraid. So cheaply made I wanted to throw it away.”

Helpful Report

“Bought large chest of drawers and though they look ok now the quality is poor. Some of the wood was split and holes not drilled in where they should have been.”

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“I am so sorry to put this review But this is my real opinion Bought an item was damaged waiting for replace the damaged part But don't get any response I don't recommend this site”

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Big Furniture Warehouse is rated 4.3 based on 1,606 reviews