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

“I bought a shelving unit and storage boxes to go with it. However the shelf was out of stock and the company was unable to fulfil my order but proceeded to send the boxes anyway. Of course these were useless to me without the shelf itself. Trying to return and get a refund for these was a long and painful process. I had to send tens on emails and courier collection had to be arranged several times as I didn’t have the facility to print a return label. I also had to wait in all day for this courier which was a great inconvenience. All in all it was a huge waste of my time and a very poor customer service. All for some boxes worth £12. Just astonishing. Would not use again.”

Helpful Report

Hi there, I am extremely sorry for the inconvenience that this matter has caused you. We have looked in to this case further and understand the errors which occurred and have new processes in place to stop this from occurring in the future. I apologize for the inconvenience that this matter caused you. Kind regards, BFW

“Great prices but not great quality. The wooden toy chest I ordered had scuffs and chips on it. I would have asked for an exchange but it took nearly 2 weeks to arrive after advertising it was going to be next day delivery, so I didn’t want to wait another fortnight at least for a replacement.”

Helpful Report

Hi there, I am truly very sorry to read that your item arrived not only late but also damaged. Having checked your order, I can see that it was placed and dispatched over the very busy Christmas period. Unfortunately we did face huge delays due to courier delays which I apologize for. Please be assured that had we been notified about the damage, we would have been more than happy to have the parts replaced for you where possible. We really want to assist you and have this matter rectified therefore if you could please reply to us to confirm which panels are damaged, we can look in to possibly having these replaced or we can look in to offering a goodwill gesture in form of a discount voucher or part refund. Again, I am extremely sorry about this and hope to hear from you soon. Kind regards, BFW

“Ordering and delivery really easy.this is the second peice of furniture from them and as before good guality.would definitely use them in the future”

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“Excellent product and service”

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“Good item”

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“Very disappointed. Item packaging arrived damaged. Item was faulty, drawers would not open correctly. Asked for item to be swapped. Told to find new packaging, dismantle, repackage and return as a direct exchange not possible. Huge amount of time wasted trying to resolve issue. Complete waste of money on substandard shoe cupboard”

Helpful Report

Hi there, We are very sorry for the inconvenience that this matter caused you. Having reviewed the correspondence, we understand that the issue has since been resolved as a part refund was actioned in order to keep the item as it stood as you did not have time to re-box the item and seal so that our courier could collect and exchange. My apologies for the inconvenience caused. Kind regards, BFW

“I wanted 5 items of furniture, I checked out the Range and the big furniture warehouse. The big furniture warehouse was over £100 cheaper than the Range so I got 6 items. The Range needed 12 days for delivery, but big furniture warehouse offered next day delivery. Obviously I went with the big furniture warehouse. Thank you.”

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“I have ordered from this company twice now and recieved excellent customer service each time. When the courier failed to deliver my second order 3 days in a row the company recalled the order and immediately resent it with a different courier.”

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“Plans could have been a bit bigger.3holes drilled in the unit with nothing to go there. Really love the unit.”

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“Lovely product. Very pleased with it.”

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“First item damaged, getting replacement wasn't as quick as expected but 3 days later after initial delivery date item arrived, good quality futon base bit rough but great for price”

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“very quick delivery look great service was good delivery excellent ,the only problem was the units where wider than stated ,we removed a piece of skarting board then they just went in as these were to replace a fitted pair of cabinets ,the other was the plastic handles but we was able to put our old hands on ,the units look great instructions very easy to follow”

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“Whilst delivery was quick I received the wrong parts with my order and am still waiting at least a week later for replacements and to hear about timeframes for them to be sent, as a result I have a half finished wardrobe which I can't use and will have to pay twice for the work to build it. I can't understand how a single piece of furniture can be sent out with incorrect parts and why when this does happen it isn't treated as a priority delivery. I would find it very hard to recommend Big Furniture Warehouse as things stand.”

Helpful Report

Hi there, I am very sorry to read that your item arrived with faulty parts. Having read the email trail, it does look like there was a manufacturing issue which I apologize for. As the product is a flat packed piece of furniture, the item is mass produced and issues such as this can and do sometimes arise. I apologize that this happened to you and caused an inconvenience, I can assure you that we never intended for this to happen. Could you please confirm if this matter has since been resolved and the new parts received without any further issues? Please get in touch with us so that we can have the matter looked in to further and ensure that the issue is resolved. Kind regards, BFW

“Furniture was fine once it all arrived. It came in 3 deliveries which was inconvenient and the delivery company refused to carry furniture into the house.”

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“I ordered from them on the basis my order would be delivered January 1st, my order never turned up and then 2 days later I get a email to say because of xmas it’s delayed and they now don’t no when it will be delivered. Without any communication to myself apparently it was delivered on Saturday 5th January but when I arrived home I had no parcel and no card through my door to say who they have given it too. So after emailing the company they tried to say it’s been signed for and I’ve asked for proof of the signature and I still haven’t had it, I’ve emailed 3 times and now they are ignoring me. I want a refund as I have no goods. The service is poor....so do not order from this company!!!!!”

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“My item was received poor quality wood was marked in number places, still awaiting for response regarding collection to return and refund as was only offered 10% discount which was not acceptable given the poor quality of my product”

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Hi there, I am very sorry that your item arrived damaged and I apologize for the inconvenience that this caused you. The collection was booked as requested however you advised us that the collection did not take place. The courier claim that they attempted the collection but nobody was available at the property when they tried - I apologize that we have conflicting information from the courier. We can see that you requested the 10% part refund in order to keep the item as it stands, which has since been issued back to your original method of payment. I am extremely sorry for the inconvenience that this matter caused you however am glad that the issue has since been resolved by refunding your part refund back to your original method of payment. Kind regards, BFW

“My order took over two weeks to arrive and then when it did there was parts missing!”

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“Great chest of drawers, contemporary and solidly made. Assembly needed. Speedy delivery. Thank you.”

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“Bought an under stairs storage unit. Was given a delivery date, the storage boxes turned up but no storage unit. After chasing the couriers as to why it hadn’t arrived (several days later at this point), I was told that the sender had requested for it not to be dispatched until the following Monday. Really poor organisation on the delivery part. The unit itself was a nice quality, but the flat pack pieces had numbers missing so you had no idea which board was which when attempting to assemble using the terribly awful instruction leaflet. Good product, everything else could be improved!”

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“Product was ordered 27/12 states next day delivery - arrived on 05/01. I would expect a delay with bank holidays etc however this length of time was not really acceptable and no contact with regards to delay. Product ok, drill is needed for assembly as no pre cut holes. Hinges are not soft close - this was to be used as my sons toy box therefore we had to buy soft close hinges. Does the job, probably wouldn’t order from here again.”

Helpful Report

Dear Customer, I am very sorry to hear that you experienced a delivery delay. We have had an issue where a number of orders were collected by the courier and held for no apparent reason before being delivered late. We have since rectified this situation and everything is being delivered next day in the vast majority of cases. Regards Big Furniture Warehouse

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 Reviews