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

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“Product arrived on time and was as described. Unfortunately it is cheap and damages easily when being assembled.”

Helpful Report

Hi there, We are very sorry to read that your item seems to be damaging easily. We usually get great feedback on the product range that you ordered from therefore apologize that this happened to you. We have emailed you to try and assist as we notice that you have not yet contacted us directly with your complaint and we would like to resolve this matter for you. Kind regards, BFW

“Item was not in stock and it was on back order. I was aware of this when I purchased, however I expected some sort of communication regarding estimated time of restock and delivery. I had to ring myself and ask for this information, to which a not very friendly woman told me it’d be 2 months later. She then went on to ask me “do you want it or not, if not we will refund you”.. I was more than happy to wait, I just expected some sort of communication regarding the time frame. Poor customer service. Still awaiting product.”

Helpful Report

Hi there, I am very sorry to read this and I apologize for the inconvenience caused. Please get back to us so that we can discuss this further. Kind regards, BFW

HI there, I am extremely sorry to read that you have had such a poor experience. I have emailed you to retrieve more details in order to assist you further. Kind regards, BFW

“The item I purchased arrived damaged, not their fault. But the turn around in getting me the replacement damaged parts was very good. I tend not to buy furniture online as it usually comes dented, chipped scratched, etc. This proving my case, but unlike other experiences where you wait ages for a reply and a year for the item to turn up, Big Furniture Warehouse really delivered on customer care. So it’s a big thumbs up from me.”

Helpful Report

Hi there, Thank you for your honest feedback. We apologize for the initial issues that you had however it is great to read that you were happy with the service we provided to you. We hope to deal with you again in the near future. Kind regards, BFW

“Lovely unit 🌝🌝”

Helpful Report

Hi there, Thank you for leaving us a positive review. We hope to deal with you again in the near future. Kind regards, BFW

“would never order again our box came broken screws missing and furniture was scratched.”

Helpful Report

HI there, We are very sorry about this. We did reply to the message that you sent in order to try and assist you however we never received a reply. We have tried emailing since however have yet to have a reply in order to resolve this matter. Please get back to us so that we can help you. Kind regards, Carrie

“Easy to put together, got it in my kitchen. Spacious shelves, solidly made.”

Big Furniture Warehouse 5 star review on 9th June 2019

Helpful Report

Hi there, Thank you for leaving us a positive review. We hope to deal with you again in the near future. Kind regards, BFW

“Easy to assemble. Good quality. Very good service.”

Helpful Report

Hi there, Thank you for leaving us a positive review. We hope to deal with you again in the near future. Kind regards, BFW

“Packaged arrived though it was not possible to track so this was a bind. I found it extremely difficult to put together on my own and haven't been able to attach the hinges as too awkward for one person. There was also a scratch on the woodwork under the seat but it's too much of bind to return and sort out so will have to put up with it.”

Helpful Report

Hi there, I am very sorry to read this and apologize for the inconvenience caused. We was never aware of all of the issues therefore have emailed you to try and assist. Kind regards, BFW

“Service good staff very polite”

Helpful Report

Hi there, Thank you for leaving us a positive review. We hope to deal with you again in the near future. Kind regards, BFW

“Do not use this company. Also advetise on ebay, dont deliver on time, package came damaged, not exagerating worst conditioned packaging ive ever seen. All panels of an otterman damaged. No urgency to replace. Expected to wait in 8am to 8pm to collect damaged items, wont refund until damaged items are returned, so cannot go elsewhere. Then the customer service responses were awful. Stay away honestly.”

Helpful Report

“Final Update: This companies final reply below is an example of the kind of falsehoods they use, I have never been abusive to their staff. They have shown nothing but dishonesty - starting with false claims to have delivered the item on days when I can prove they did not and ending with false promises about issuing a refund. From day one this made what should have been a routine purchase a lengthy grind to wrest a refund from them. Update: This company has since contacted me in an email about this review and stated that it could be seen as "defamatory". They have asked me to make changes to this review. This is in my opinion a veiled legal threat. The review follows: Very poor, I advise against dealing with this company as they have shown extremely poor service. They made several promises around delivery dates but did not deliver the item, claimed to have made four 'attempts'. On one occasion I was literally stood outside the front of the property when they claimed to have attended and nobody was there. When pressed the delivery company could not provide details of what the front of the property looked like. Later on a review of CCTV confirmed nobody attended. After I cancelled the order a week passed and the company then attempted to deliver the item without informing me. The company then tried to get out of paying a refund, either claiming the 'person why dealt with refunds' was 'not there' or blaming third parties. Accounts from the company staff were internally inconsistent and I got the impression they were simply trying to fob me off. Thankfully I had PayPal buyer protection, I would use this as a minimum to protect yourself if you have no choice but to deal with this company. Even then they did try to run the clock down, falling back on a seemingly endless string of excuses to try and avoid processing a refund. Throughout the process I was accused of lying and being abusive for trying to get a refund, belittled and made to feel like the incident was my fault. The overwhelming impression I got was that company staff just wanted me to shut up and go away.”

Helpful Report

Hi there, I am very sorry that you feel this way. The courier had documented that a number of attempts had already been made to your property. We relayed this information on to you. As you wasn't happy, you requested that the goods were returned. We advised that upon return, a full refund would be issued back to your account. We never in anyway tried to get out of giving you a refund. We clearly advised you that upon return a full refund would be issued. It was your choice to open a Paypal dispute which was escalated - When a Paypal dispute is escalated, this holds the funds until the dispute has been concluded by Paypal themselves. On this occasion, Paypal found the case in our favor due to the details provided to them via your case. Once the case was found in our favor, the funds were released and the refund was promptly issued back to your account. Had we been a dishonest company and relied on Paypals outcome, the matter would have been found in our favor without a refund ever being returned to you - We are in fact a very honest company and issued the full refund back to your account as soon as the funds were readily available. Via telephone, you was verbally abusive to staff members at big furniture warehouse. The service we use to fulfil our courier actions Despatch bay too have accounts of where you were abusive to them via telephone. We attempted to help where physically possible and straight away agreed to the return for refund, which we actioned. We would also like to add that we in no way contacted you directly in regards to the feedback - This was in fact reviews who contacted you directly to request that the feedback was revised due to it being seen as defamatory. We have in no way threatened you with any form of legal action as suggested. Kind regards, BFW

“The products look lovely. The low review is down to the service and issues. Ordered a large set of drawers, the screws broke when used which meant a week later the fronts were coming off. Emailed and listed the parts required. When these arrived no screws had been sent, had to chase these up and wait a further delivery. Then emailed to express my dissatisfaction and was agreed a £10 good will for my £350 order. This has never been refunded. Although Drawers look nice the Sideboard is of poor quality but you get what you pay for I suppose.”

Big Furniture Warehouse 2 star review on 31st May 2019

Helpful Report

HI there, We are very sorry for the issues that you had and we apologize for the inconvenience caused. We usually get great feedback on this product therefore apologize that you feel this way. We honestly did not anticipate that such issues would occur and apologize that they did however we did try our very best to resolve and did so. The part refund was issued straight back to your original method of payment on the 31st of May - We have proof of this on system. Kind regards, BFW

“The service I received was very good. The delivery service from yodel was excellent let us know when they were coming, could track the parcel. So we rec our radiator cover quite easily, but the other company can't remember name. Never even put a card through the door and let parcel( tv cabinet) under my caravan only found by chance. Other than that very happy with my purchsases”

Helpful Report