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 2 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“The ottoman I bought all the corners were damaged but I needed it that day so didn't have a choice but to keep it won't order again very disappointed”

Helpful Report

Good Afternoon, We're sorry to hear your item arrived damaged, please accept our apologies for this, Our customer service team tried to reach out to you in order to get this rectified but unfortunately they received no response, they would be happy to arrange for replacement parts to be sent to you or decide on the best course of action to get this resolved if you wish to respond to their email. Sorry for any disappointment this may have caused. Thank you, Big Furniture Warehouse

“Lost far too much money ordering a £40 item , ended up costing over £350 in lost wages due to the delivery company deciding to keep changing dates and turning up on other days they did not mention , ended up with 2 days of cancelled work and originally tries to order it for a day when I was originally going to be in ,seen as it says usually delivered within 24hrs on website , but then get told its gonna be 6 days , then arrives 3days early with no contact , obviously I wasn't in and then arrived the day after again , which had to book another unpaid day of , would of bin 5 stars if I would of simply ordered and would of arrived when expected , will not be able to order from here in future as cannot trust the delivery process or times at all”

Helpful Report

Good Afternoon Mark, Thank you for your feedback, We do apologise for any inconvenience this may have caused for you, please note we would never advise to take a day off work for delivery due to any unforeseen circumstances and delays which may occur in the courier network. Our website advises 'usually delivered within 24 hours' however your order was placed on a Friday evening, due to this the item wasn't dispatched from our warehouse until Monday and the goods went out for delivery the following Tuesday for you. All tracking details are provided to our customers on the dispatch email, this allows our customers to keep an eye on the tracking details for any updates. Once again sorry for the delay and any disappointment this may have caused. Thank you, Big Furniture Warehouse

“Our furniture arrived but it wasn't the correct colour. Nothing like the photos. The chairs were supposed to be grey but in actual fact they were a dull green. Our dining room is all grey so we have had to paint the chairs adding more cost”

Helpful Report

Good Afternoon Shannon, Thank you for your feedback, We're sorry you're not happy with the colour of the furniture you have received, Our customer service team reached out to you via email on the 26th of June but unfortunately we received no response from yourself, would it be possible to reply please so we can look into getting this resolved for you. Thank you, Big Furniture Warehouse

“The product was fine but it did not arrive on time, in fact it was over a week late being delivered and only after chasing several times. No one contacted me to let me know, we had to keep chasing. We were promised notification of delivery before arrival, and that never came. The item was eventually dumped on the doorstep, they didnt even ring the bell. Product good. Delivery zero. No idea who it was delivered by.”

Helpful Report

Good Afternoon, Thank you for your feedback, We're sorry to hear you had an issue with the delivery service, please accept our apologies for this! Looking at your order details, this was dispatched from our warehouse on the 3rd of July and the couriers scheduled to deliver this on the 6th but unfortunately no one was available. You should have received a SMS or email notification providing an estimated 2 hour delivery time frame window, we're sorry if you didn't receive this. We're glad you like the product and once again we apologise for any inconvenience this may have caused. Thank you, Big Furniture Warehouse

“Packages arrived separately and some parts where damaged and missing!! Or in the other missing box! Took 4or5 emails each a couple of days to reply! The whole process put me off so getting it returned! One of those things I suppose”

Helpful Report

Good Afternoon Dejan, Thank you for your feedback, We're sorry you feel this way, the item you purchased is a 2 box item, this is also stated on the outer packaging showing box 1 of 2 and box 2 of 2, I do apologise for any confusion caused here. The parts you believe were missing will be in the other box. As this is a 2 box item, they have individual labels with different consignments, due to this it can sometimes result in the boxes being delivered separately depending on whether these reach the delivery depot at different times. Once again, apologies for any disappointment this may have caused, A full refund will be issued upon receipt of your return. Thank you, Big Furniture Warehouse

“I bought a Kingsize grey bedframe, and it arrived with no phone call or date, just as well I was in. The box it came in was damaged, I did ask for it to be taken back only to be told he just delivered and didn't take the item back so he took a pic of the box. There were 3 pieces damaged that we emailed as there was no phone number, got a response within 2 days and are now waiting on the 3 pieces to be delivered.”

Helpful Report

“item sent was not the item I ordered so very disappointed was told after numerous email that they would collect item was in all day but still not been collected”

Helpful Report

“Very disappointed with purchase of Lamp Table, that was listed and pictured as Blue when in effect it is Grey. This cannot be returned as helpful husband put it together before I got home. But BFW customer service have been polite and refunded approx 16% of price paid. Still very disappointed as it is not as described or what I wanted.”

Helpful Report

“Purchased a shoe cupboard. Very unhappy with the quality. Contacted company, was given unhelpful comments. Won't be using again.”

Helpful Report

“It said it was easy to assemble however it was very poor workmanship that had done the holes for the screws and it made the job so much harder to put together.”

Helpful Report

“First time purchasing from them, didn’t realise the quality was so bad, product was chipping away as we we’re screwing it together, and pieces we’re not levelled, luckily had some wood glue on hand. Regret not spending a little more and buying a better quality one. What you pay for is what you get. Delivery was quick, got it within 3 working days. I wouldn’t recommend this product purchase from them.”

Helpful Report

“Look very cheap and then when you want to return expected to pay £30. Won’t be shopping again”

Helpful Report

“Very happy with the service but the wardrobe feels like cardboard in places, very flimsy and if we hadn't paid someone to fix it, I would have thought of returning it.”

Helpful Report

Hi, I do apologise that you are unhappy with the quality of the item. Could I ask that you contact us directly so that we can try and get this issue resolved for you?

“Leg missing from table took 2 weeks to come and had to be reminded”

Helpful Report

“The item arrived with red paint on it which wasn't stated in the description. On complaining we were told to enlarge the photos on the site and we would have seen it!! Offered a refund but because of the size of the packages and the fact we had destroyed the cardboard boxes it wasn't an easy option. Doesn't look like it will last long so not worth the money. Not welded together in places.”

Helpful Report

“I was expecting next day delivery but took 5 days. The quality is very poor, nothing lind up. We had to make holes for the screws. The item looks shocking, didn't even bother to attach to wall Disappointed.”

Helpful Report

“Coffe table damaged with missing parts I'll review again/amend once I see my Promised Refund”

Helpful Report

“The desk I bought is nice but came with no instructions so i could not build it properly. The chair I bought does not lift as high as advertised so I cannot properly reach the desk- this is already causing me arm pain. I tried to call customer service several times to no answer. Not a customer friendly company”

Helpful Report

“The product was very well packaged but not what I expected. The thing that bothered me was the return process. Normally, a company provides help with a return - recently Dunhelm arranges a courier for free to collect with just a simple online process and a returns label to print off. With Big Furniture Warehouse it was the opposite - I had to do everything myself. I feel like you should warn people they are liable for all return arrangements clearly on your website. The other issue was the parcel couldn’t be located even though it was tracked and signed for. I then had to wait for the parcel to be found before being refunded. I wouldn’t buy from you again. It was a poor customer service experience. Not what you expect these days.”

Helpful Report

“I ordered a cube storage cabinet and although it said next day delivery it took a week for it to arrive with very little email correspondence from yourselves.”

Helpful Report

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