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

“I’ve purchased a six cube unit storage and the storage boxes for the unit, but received just the boxes. I’ve emailed them numerous times but the audacity for them to don’t answer, I have no words. Money do not grow on trees for it to be spend and not getting why you paid for!!! Poor customer service or I would say it doesn’t exist!!!!”

Helpful Report

Hello, Thank you for your feedback, we do appreciate this so we can improve our services moving forward. We are sorry to hear that your 2nd product has not yet been delivered to you, my colleague did reply to your e-mail on our customer support page explaining we shall chase this with the courier and come back to you ASAP with an update for when this will be delivered. As soon as our customer support team have this update they will be in touch with you. Thank you, Big Furniture Warehouse.

“It's rubbish. It fell apart and I will never buy from this company again. Instructions are poorly made out. Hinges are naff. The "wood" is naff. Poorly made skip material.”

Helpful Report

Good Afternoon, Thank you for your feedback. We are sorry to hear that you're unhappy with the product that has been delivered to you. If you could contact our customer support team with your issue and they will help get this resolved for you. Thank you, Big Furniture Warehouse.

“Never received and had no response from yourself. Worst company!!!”

Helpful Report

Good Morning, Thank you for your feedback. I do apologise for the item you ordered with us not arriving with you. We have checked through your order and my colleagues replied to your e-mails on several occasions explaining what had happened. It would appear from your review that you have not received these responses, could you check your spam folder please or check you don't have a firewall blocking our replies? We have received an update from the courier, which I don't wish to share here due to GDPR, I shall send you a private message now via reviews.io with the update on your order. Thank you.

“I ordered a tv unit with a coffee table the coffee table came last week but haven't heard sight or sound of the TV unit. I've tried emailing but have has no response, could someone please get back to me as we wanted it for use at Xmas Yours sincerely Peter Lindon”

Helpful Report

Hello, Thank you for your feedback, We're sorry to see there was a delay in receiving your full order, due to the size and weight difference of the items purchased, these were shipped on different courier services. Both of your items were successfully delivered before Christmas for you, apologies once again for the delay and thank you for your patience in this matter. Kind regards, Big Furniture Warehouse

“I have emailed you three times about returning an intern but you still haven’t responded😡”

Helpful Report

Good Afternoon Alex, Thank you for your feedback, Our customer service team have responded to both your emails on the 2nd and 4th of October, we have also reached back out to you this morning too, please may we ask for you to check your junk/spam folder in case their responses have gone in there. Thank you, Big Furniture Warehouse

“have bought 2 ottermans they arrived seperatly first one great 5 star qaulity and price second one came with over 80% damages so we asked for a replacement reply was can we send replacement parts can you send photographs all of which we have addressed its now 3 days later and no reply from them and no resolution offered and feels like being ignored all i want is a replacement and take broken one back very very poor customer service with no respect shown to us even though are emails have been polite and respectful shame on you when its a simple fix”

Helpful Report

Good Afternoon, Thank you for your feedback, We're sorry to hear you have had a bad experience with your purchase, please accept our apologies for this. We can see our customer service team arranged for the damaged item to be collected for you and a full replacement was sent. Apologies for any disappointment and inconvenience this may have caused, we're glad this has now been resolved for you. Thank you, Big Furniture Warehouse

“The unit arrived with damaged drawers and the customer service response was very disappointing. Although I provided photos and a video, there was resistance from the seller to finding a resolution - until I wrote a negative review, and then they offered me a full refund. They then asked me to revise my review, which made it clear that the motivation was not giving good customer service. Sadly, I would not be able to recommend this product or the seller.”

Helpful Report

Good Afternoon Susanne, Thank you for your feedback, We're sorry you feel this way and can only apologise for the issues you experienced with this item and the service provided. As explained my our customer service team, the issue with the product needed to be investigate with our quality control team in order to decide on the best course of action to get this resolved for you. A full refund was processed to prevent any further inconvenience and delays for yourself. Thank you for your patience in this matter, Big Furniture Warehouse

“Desk is very unstable and wobbly”

Helpful Report

Hello Leonie, Our customer service team have tried to contact you via email in order to help get this resolved but unfortunately they have received no response, this email may have got into your junk/spam folder. Apologies for any disappointment this may have caused, we hope to get this resolved for you. Thank you, Big Furniture Warehouse

“I haven't received a complete order and the response you receive from these chaps just doesn't cut it for me. I shouldn't have to wait for the company to check with the delivery company on where the order it. I won't be using this company again and I have lodged a claim with the credit card company to try and action a refund. No good - Stay clear”

Helpful Report

Hello Daniel, Thank you for your feedback, We're sorry to hear one of your items got lost in the courier network, please accept our apologies for this. Our customer service team raised an investigation with the couriers and requested them to conduct a depot search in order to locate your item, we needed to allow the couriers to investigate the whereabouts of the consignment as unfortunately there would still be a possibility of the original item being delivered if we were to arrange for a replacement or a refund to be issued. We appreciate your continued patience in this matter, our customer service team issued a full refund back onto your original payment method for you. Thank you, Big Furniture Warehouse

“Delivery was ok however I'm still waiting for returns details even though I've emailed the company several times”

Helpful Report

Hello Rachel, Thank you for your feedback, Our customer service team have been in contact with yourself numerous times in regards to our returns process we have in place for customer remorse orders, we hope this helps. Thank you, Big Furniture Warehouse

“Black weatherproof bistro set started to rust after 4 days. Offered 20% refund to keep it or dismantle and repackage it for a full refund. I’ve already paid someone to assemble it and the rust has stained my newly laid patio. Will never use this website again.”

Helpful Report

Good Afternoon Lisa, Thank you for your feedback, I'm sorry to hear your bistro set has started to rust, please accept our apologies for this. Please see the below of which we advise in our product description, "Please Note: We recommend a cover to help protect your furniture or to store it inside from the elements during the colder/wetter seasons" Our customer service team responded to your query on the 28th of July but unfortunately we received no response in order to get this resolved for you. Thank you, Big Furniture Warehouse

“Delivered late and no response to requests for delivery update - these comments apply to your delivery/logistics partner.”

Helpful Report

Hello Peter, Thank you for your feedback, We're sorry to hear your order was delivered late, please accept our apologies for this, Our warehouse ensure all orders are dispatched the next working day, unfortunately delays do sometimes occur in the courier network of which we have no control over. We can see your order was successfully delivered on the 17th for you, apologies for any inconvenience this may have caused. Thank you, Big Furniture Warehouse

“Absolutely shocking as I’ve yet to receive my sideboard unit”

Helpful Report

Good Afternoon Chloe, Our customer service team have reached out to you regarding the delivery of your order, We can see this was delivered on the 3rd at 14:15, photo evidence has been provided to you via email. Apologies for any inconvenience this may have caused. Thank you, Big Furniture Warehouse

“I ordered 6 items 1 of which has the 2 incorrect parts. I’ve emailed customer service but apparently it could take up to 48 hours for a response, not good enough I’m afraid. There is no contact number to speak to a human being! Very frustrating!”

Helpful Report

Hello Julie, Our customer service team try their best to respond to all messages as soon as possible, our working hours are Monday - Friday 8:00 - 16:00. During busy periods, we advise it can take up to 48 hours to receive a response to give our customers a time scale, we appreciate your patience in this matter. We're really sorry to hear your item has arrived with incorrect parts, please accept our apologies for this, I can see our customer service team have been in touch with yourself in order to get this matter resolved. Once again we apologise for any disappointment and inconvenience this may have caused. Thank you, Big Furniture Warehouse

“Very poor quality. Wood chipped, black marks all over the grey wood. Very sub standard. Didn't think I was going to receive my cabinet. The local courier kept sending it back to the main depot because it was too heavy!! When eventually I did receive it, the courier said he was only allowed to deliver parcels up to 15kg, mine was 15.1kg. He was fed up of it going back to the main depot & said to his boss how he would deliver it as he passed my door very often. I would have sent it back & I should have but there was so many problems getting the item, I don't want the stress of sending it back & then having the same problem with another one. Not a happy customer.”

Helpful Report

Hello Sheila, Thank you for your review, I'm sorry to hear your item has arrived damaged, please accept our apologies for this, we understand this isn't acceptable at all, Our customer service team have tried reaching out to you on the 13th of June to get this matter resolved but unfortunately we have received no response. In regards to the issue with the delivery company, I do apologise for this, I'm not too sure why there was an issue sending this item out as we have shipped multiple of these units with Evri and it has never been a problem before. We have however raised this with the depot as this caused an unnecessary delay. Once again we're really sorry for any disappointment and inconvenience this may have caused. Thank you, Big Furniture Warehouse

“Wood not same colour as in pic, canvas box has rust stain on from handles. Please read small print as you have to pay for any items you return!!! First and last time I will use this company.”

Helpful Report

Good Afternoon Linda, Thank you for your feedback, We're sorry to hear your purchase wasn't suitable for you, please accept our apologies for this. As per our terms and conditions and return terms, any unwanted item would need to be returned back at the customers cost, if an item has arrived damaged or faulty, we shall arrange for this to be collected. Unfortunately our customer service team wasn't advised of any damage on the canvas boxes when you requested to return this item. Sorry for any inconvenience this may have caused. Thank you, Big Furniture Warehouse

“Ordered 4 sets of drawers 2 sets damaged and the other 2 were missing pieces. Won't ever order from here again.”

Helpful Report

“Search for a dining table set In the search result, one of the products presents a dining table set picture then I purchased it. However, I received a pair of chairs. The picture provided is different from the product description.”

Helpful Report

Good Afternoon, Thank you for your feedback, we do apologise for the confusion caused here. Upon investigating this with our listings team, I can confirm there are a series of photos showing the pair of dining chairs along with another photo as a dining set, the product description for the item purchased confirms "CORONA CURVED BACK PAIR OF DINING CHAIRS" the price these were purchased at would also reflect this. We're really sorry for any disappointment this may have caused. Thank you, Big Furniture Warehouse

“Truly awful. Cannot deliver to the right place. They delivered to 'reception' in a hospital with over 100 'receptions'. When I pointed it out that this was insufficient detail they sent a photograph of a man's leg as 'proof' of delivery. In a place with four and a half thousand employees, I doubt whether I could identify the man from his face, let alone his leg!!! My goods were allegedly delivered as order WEB12835 on Saturday 8th April 2023. It is now 22 April and I doubt whether I will ever see the goods I have paid for. I just want my money back.”

Helpful Report

Good Afternoon Trevor, Thank you for your feedback, I'm sorry to hear you haven't received the delivery of your order, please accept our apologies for this, We have passed your comments over to our couriers to investigate with the driver. As the delivery address is a Hospital address, unfortunately the driver won't deliver this to a specific ward for you, this is due to insurance purposes, they also won't know where they are going in the hospital. To prevent this going forward, I would advise using a residential address for delivery. Apologies for any inconvenience this may have caused, our customer service team will be in touch with any updates. Thank you, Big Furniture Warehouse

“purchased lancaster study desk grey two of the drawer bottoms brocken sent email on the 31.3.23 stating this got a email back saying some one would get in touch with me in the next 48 hours thats nearly 2 weeks ago still not heard any thing .what am i supossed to do with them? want some more furnture from you as i think it is good value for the price of it but need to get this sorted first”

Helpful Report

Good Afternoon Robin, Thank you for your message. We're sorry to hear your item has arrived damaged, please accept our apologies for this. Our customer service team responded to your message on the 3rd of April but unfortunately we received no response, I have asked them to send a follow up email for you to get this matter resolved as soon as possible. We would advise double checking your spam folder incase their response have gone in there. Apologies for any inconvenience caused. Thank you, 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