FURL Reviews

Name: FURL
Address: 71 - 73 Fairfax RoadSwiss Cottage, London
Rating: 4.88

4.9 Rating 1,373 Reviews

99 %

of reviewers recommend FURL

4.9

Based on 1,373 reviews


Shipping & Delivery
Delivery Methods	Own Driver
Average Delivery Time	Over A Month
On-time Delivery	Greater than 92%
Accurate And Undamaged Orders	98%
Customer Service
Communication Channels	Email, Telephone, Live Chat
Queries Resolved In	Under An Hour
Customer Service	4.7 out of 5

Visit Website

Phone:

0208 4516999

Email:

david@furl.co.uk

Location:

71 - 73 Fairfax RoadSwiss Cottage
London
NW6 4EE

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126

Anonymous

Anonymous // 01/01/2019

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

“Wanting to buy a quality sofa bed and wanting to see it before buying. We live in Surrey so decided to do a trip to London Swiss Cottage. Web pages say open at 11 am on Monday. Arrived just after and showroom not open. Hung around and tried calling all numbers. No answer. Went home thoroughly fed up and obviously a lot of money lighter for fares! Just got through on the phone (12.06) and been told the person was there and just popped out to supermarket ……”

Helpful Report

Posted 5 months ago

We are sorry for your wasted time and journey, we feel your frustration. I've investigated, and due to the disruption on the trains, our staff member was delayed and unable to open at the stated time - We were able to open soon after, and we're sorry we missed you. We do hope you'll give us another try; it would be a shame to miss out on having the best sofa bed. We'll do something nice for you to try and make it up to you. I'm sorry once again.

Posted 5 months ago

“The service doesn't match the price tag. After purchasing a sofa bed we quickly found out that due to the folding mechanism the bed has a dip, those with back problems beware. Furl were quick to send someone out who said nothing could be done it's the design mechanism. They stated maybe we should purchase a firmer mattress as we had the pocket sprung. Went to purchase the mattress it states on the website £345 however we can't get it at this price as we are only purchasing the mattress alone so the price is £600+ no where on the website has this been made clear. Bearing in mind when we originally ordered this in stock sofa it was meant to carry wooden slats which it did not they were asking for extra to change this around but luckily we had a screenshot of the image advertised. Suffice to say we did not get what we pay for. We already have a sofa bed with issues and clearly they're more interested in money than trying to do right by their customers. The gentleman in the Chelsea storeroom is the epitome of bad customer service.”

Helpful Report

Posted 5 months ago

“Terrible service and product. Both items came damaged and they damaged my floor in the process of installation. They then accused me of trying to get a brand new floor paid for by them. Simply outrageous. I bought from them many years ago and their product was excellent quality, so I went back, but they must have changed manufacturers as the quality is nowhere near as good. I spent almost £10,000 with them and would have been treated better at ikea. I would NEVER recommend them or use them in future. The way they treat their customers is disgraceful and the product not worth anywhere near what they charge.”

Helpful Report

Posted 1 year ago

A deserved review, sadly there was some damage in transit of your items which you allowed us to rectify, but in the process we did damage your floor, for which we are very sorry. At your request, we provided the touch up paint for your floor and hope that you were able to to cover up the marks successfully. We do understand your frustration, especially with the misunderstanding with one from our fitting team who we know unintentionally offended you. We do value you as a returning customer from 10 years ago and we thank you for your additional purchases of a bed and sofa and trust they will also offer you many years of good service. Following this review, we have been in contact with you to see if there is anything we can do yo make you feel better, we hope to hear from you soon.

Posted 1 year ago

“I bought a sofa bed and delivery date supposed to be on 14 of May . For the last 3 days I am trying to get in touch with someone at deliveries compartment but no one is answering . I spoke with 2 different persons from sale department and I was told that they will send a email in my behalf and I will have a answer definitely following date . Still try to get in touch with someone who can give us a answer but doesn’t look great . We will go away for a long period of time , soon and this situation make us a bit nervous”

Helpful Report

Posted 1 year ago

Hello Dan, Thank you for reaching out to us, we replied to your email yesterday at 15:09, perhaps it's in your junk folder, please could you check so we can arrange the delivery. I'm sorry for the frustration this has caused leading you to contact us here.

Posted 1 year ago

“Bought a wall-bed from Furl, which arrived without magnets, so I had to wait 3 weeks for those, also there was no handle for pulling down and pushing up the wall-bed which they refused to fit, so I had to pay someone to fix a handle. The corners were so sharp that when I lightly knocked into one, I had a bleeding and extremely painful shin bone for 6 weeks!”

Helpful Report

Posted 2 years ago

Dear Isolde, it was nice to see you at the showroom again last week, we are pleased that your wall bed is helping you maximise the space in your flat. As we explained, we don't make a handle for our wall beds as we like to keep the outer appearance of our cabinets as simple and streamline as possible, I'm glad you found someone who has made and fitted one for you. We were sorry to hear about your little accident last year, like all cabinets at floor level, coffee tables etc, extra care is advised, especially in a dark bedroom where visibility is reduced, I know you fitted the amazon corner protectors we sent you last year and that has helped.

Posted 2 years ago

“Been waiting since March for feedback on damages to my wall during installation. Bought 2 sofa beds and one bed. Spent around £14k. One space saver “Play” sofa shows the mattress when closed. Very disappointed with after sales care from Furl and little response to my follow ups!”

Helpful Report

Posted 2 years ago

Thank you for taking the time to contact us via the review site, I’m very sorry we’ve not lived up to your expectations and that in the process of installing your sofa bed we accidentally we marked your wall. Looking at the notes on your account, I can see that we sent you a fabric cover for the rear of your sofa bed a couple of months ago and we offered to come and repair the wall but you suggested this was not necessary as you are doing some remedial electrical work and you’d take care of the redecoration. Please do get in touch with us at the shop and we'll address any outstanding issues immediately. Regards MJ - Showroom Manager

Posted 2 years ago

“It seems to be that when you are choosing your furniture the team at furl are extremely helpful ,but as soon as they have your deposit (50%) you struggle to get any feedback or replies to e-mails/queries.I am still waiting an update on the situation with my order and there is no urgency in customer service..dissapointed and I havent even recieved the furniture yet.”

Helpful Report

Posted 2 years ago

“I placed an order back in February. expected delivery 4th MAY. No one replies to emails, no one answers the phone. Two weeks ago I got someone on the live chat and was told the order is stuck at customs and had been there for the last 10 days. No updates and now I can't get hold of anyone again. Awful customer service.”

Helpful Report

Posted 2 years ago

Dear Mrs Williams, The timing of your review is rather unfortunate as in my haste to organise the delivery that finally got released by HM Customs, I neglected to call you for which I apologise - it was good to chat earlier and confirm the delivery of your order.

Posted 2 years ago

“I purchased a max storage bed back in jan 2016. Guys from furl came and did the installation on time and were very courteous. Once fully installed and after the installer had left I noticed that the bed came without a solid base instead having a canvas base. I also noticed that one black plastic slat insert was squashed in. I contacted furl and was told that the max bed came without a solid base and that they could arrange solid boards to be fitted at a cost of £95. Jessica from furl also told me that when they come to install the solid base the installers would look at replacing the slat insert she also asked me to send pictures of the problem which I did. To make it clear the bed coming without a solid base was not something furl did wrong I selected the wrong style of bed and was happy with the resolution at the time. The base was installed a few weeks after placing the order. The installers checked the plastic insert for the slat and said it was fine and didn’t really cause any problems so they left it. Further down the line I noticed that the particular slat in question was resting further down from the others and made a noise when someone sat on the bed. Contacted David Norman who sent replacement insert for me to install myself. I also emailed David about the quality of the bed base which has chips on the edges and one board has chipped from the centre where both boards meet in the middle. He replied that replacement boards would cost £195. I wasn’t happy with his reply firstly the price for replacing the boards had gone up over 100% in 2 years and secondly I did not expect the boards to have this issue in less than 2 years. I emailed him asking why the replacement cost for the boards was so much more, he never replied. I then called furl and then he decided to reply to my email which quite frankly was not only disappointing but quite astonishing. He said that the boards only had cosmetic damage to them and that they were fully functional. I don’t think that David Norman really gets his customer base and his comments were taken as an insult. If I wanted a functioning bed I would have bought one from IKEA for a 10th of the cost paid to furl. Call me OCD but I am very house proud and look after my belongings. Having issues with the bed base is not only annoying but to me needs to be rectified otherwise I would always know that the bed has an issue and I can’t rest till its sorted. I can’t believe his response and as the saying goes you only find out the good from the bad when things go wrong. Furl customer service basically this, you sort the problem out yourself or pay us more money and we will do it for you. If I owned the company myself I would not be happy that my customer had experienced a problem with their bed in such a short time after paying for a luxury service. Do the honourable thing and replace my base boards at your cost please.”

FURL 1 star review on 12th February 2019

Helpful Report

Posted 5 years ago

Dear Asif, thank you for taking the time to add your comments here. I am sorry we were unable to find a FOC solution for you. Physical damage to your bed is not covered by our 5-year warranty. As we discussed we can replace the internal boards on your bed, but they have to be paid for. Our offer to replace them at cost still stands please come and collect them when you are ready.

Posted 5 years ago

“When I chose Furl to buy a bed and paid nearly £2,500 I expected to receive a bespoke, great quality bed, as promised. I am very disappointed and will never buy from them again. After 8 weeks, the bed was delivered and the problems started. The bed they delivered, which was supposed to be made to order, had some faults. A part of the bed had to be sawed in my bedroom so that it could be assembled; pieces of the wood came off when screws were put in and they forgot to bring the headboard. As it was a very expensive bed, I decided to complain and ask for a new one. They agreed to make a new bed. After 114 days (about 16 weeks) from the day I bought the bed, they finally delivered the new bed, but the wrong headboard. Another mistake. I was told someone was going to call me to sort out the problem with the headboard, but no one did. I e-mailed David Norman, the owner of the company, who had previously ignored some of my e-mails, and he said he would look into the problem and they would return to fix it. I haven’t heard from David Norman or anyone from Furl since.Not to mention a wrong mattress was delivered, different from the one I ordered in the shop with the help of one of their salespeople.. David said I received the mattress which was in my order, but in one of the e-mails I received from somebody from Furl, I was told they had some problems with their computer systems, so a mistaken from their part may have happened. The mattress was never exchanged and I never heard from David since. Would you trust such company? I won't anymore!”

Helpful Report

Posted 5 years ago

I am very sorry for the issues you appear to have experienced with you bed., this certainly is not our normal way of doing business. ( see 500+ other reviews). Please can you call the office 0208 451 6999 so we can get this resolved for you immediately. I am unable to contact you as you have not provided any contact details and I don't recall such a catalogue of errors on our side. Once again, we are very sorry, but thank you for your feedback and the opportunity to fix it.

Posted 5 years ago

“Do not recommend ! Very poor care about customer, the delivery of our wall bed had 3 month delayed and has been a constant false expectation by giving multiple wrong estimate. The company just ignored our request of a commercial action to compensate for the inconvenience, i still wait for an answer as of today... The only positive aspect is that bed has been delivered after 6 month of wait”

Helpful Report

Posted 6 years ago

Thank you for taking the time to write this Nicolas and thank you for ending on a positive note. We are very sorry for the delay we experienced in making your custom size wall bed but am pleased that now its installed it meets your expectations and fits your space.

Posted 6 years ago

FURL is rated 4.9 based on 1,373 reviews