FURL Reviews

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

4.9 Rating 1,372 Reviews

99 %

of reviewers recommend FURL

4.9

Based on 1,372 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 2 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“We bought a sofa bed from furl 4-5 years ago. The cushion immediately sagged - we weigh 70 and 57kg respectively, so it can't be that were too fat. The material we used to upholster the sofa - admittedly our own, but from a manufacturer of far higher renown than furl - immediately looked creased. Furl blamed the material issue on the material, and stuff we weighed too much. Eventually they replaced the cushion, which sagged again and which we couldn't be bothered to replace again. So if you weigh more than 125kg as a couple, it's probably best to look elsewhere as we did. The spring mattress was good for a couple of years but again started sagging from occasional use. One star extra given for the fact they reluctantly changed the cushion. To be honest, having used IKEA sofa beds, you'd be better off buying one every few years and changing it - the furl sofa was only marginally better quality.”

Helpful Report

Posted 11 months ago

“We have a wall bed that turns into a sofa and are quite disappointed with it. It’s very difficult to pull down bc there’s hardly any space for your fingers, and there’s a huge gap between the headboard and the mattress. The mattress is their top end but it caves in in the middle. It was incredibly expensive. And when we complained about the difficulty of pulling it down, the designer was rude and condescending and got very defensive. He didn’t do anything to address this specific issue. We would not recommend this product.”

Helpful Report

Posted 1 year ago

“Sofa bed is great. Unfortunately, delivery team let the whole process down with careless handling, with newly painted walls being marked. I am still waiting for feedback from their management team on other products hence 2 stars.”

Helpful Report

Posted 3 years ago

Dear Shamsa, We're really sorry we accidentally marked your wall during the installation, as discussed, we will be sending someone round to fix this for you. Glad you like the sofa beds, we really appreciate your orders.

Posted 3 years ago

“Overall, quite unimpressed. Ordered a Max+ storage bed in October 2020 with delivery timeframe suggested early January 2021, from then on I received zero communication from Furl unless I initiated it first. Lockdown changes came and went. I had no idea if it would affect my delivery, because Furl didn't contact me. When I contacted them via web form, I received a three word response. As the delivery date approached and I still hadn't received any proactive communication, I called to chase delivery. I was notified at this time that the mechanism was imported from Italy and they were still awaiting delivery, but that a later order from another customer had their mechanism already, and that that mechanism could be assigned to my order instead. Delivery day finally arrived, only 10 days late to Furl's credit given everything going on. We did not purchase installation services. The two man delivery crew arrived, one wore a mask inside my home and the other did not. Not quite what I'd expect in a pandemic. They brought the bed into the room it was to be assembled in and left, as expected. The instructions left were for another brand of bed that bore striking similarities to the Furl product (Sedie beds, an Italian company), but was different in several areas and consisted of a badly degraded, monochrome photocopy image and six bullet points. Extra parts we did not need were provided, yet all the pieces we did need were not. I contacted Fuel by email the same day to query and was quickly told what I did and didn't need, and that the missing fixings for the feet would be provided. However, 10 days later those fixings still have not turned up. For reference, this was a £2500 bed. Does this sound like a £2500 experience to you?”

Helpful Report

Posted 3 years ago

Help Tom, absolutely this is not the kind of service we aim to deliver, I am sorry for the issues and frustration this must have cause you. We really did our best to get your bed on time to you amidst the huge and ongoing issues getting deliveries from Italy. I’m sorry it was a little later that the estimated delivery date. The missing double sided tape to secure the feet was ordered 10 days ago and should have reached you by now, a new set will be posted to you today. Thank you for your feedback which I will urgently address with my team.

Posted 3 years ago

“The bed is lovely. However we ordered a bed off the measures provided on the site as they fit neatly into an alcove where the bed was intended to fit. It turned out the dimensions are NOT as stated but rather of mattress only which is indicated NO WHERE OBVIOUS throughout the whole order process. FURL eventually after battling agreed to change the bed for smaller one but charged us the higher price even though we ended up with a smaller bed. The engage,ent and tone of service were awful. Despite the bed being nice I would not recommend.”

Helpful Report

Posted 5 years ago

Hello Shawn, thank you for taking the time to add your comments here. I am pleased you love your bed and am sorry for the confusion over the size you ordered. I'm glad your new re-made bed fits into your alcove.

Posted 5 years ago

“This review should be caveated by the fact that I bought it online without visiting showroom. You can review precisely what I bought in March of this year below. Should also note I have waited 6 months + to review so I could test it thoroughly. David was professional and generally well meaning throughout. The spec I eventually chose included premium leather fabric. I was sent A5 size samples from a company in Rochdale which was helpful. Skip to the delivery and I selected anytime after 14.00 on a Saturday. The delivery men were waiting at my house around midday when I arrived home with my family from taking son to his swimming lesson. When in my hallway, as I turned around with toddler in arms the 2 men, without asking, were unloading the sofa bed parts from the van heading straight towards us, where we had not even taken our shoes off. This led to a confrontation. Fortunately the more experienced of the two men helped diffuse the situation and gave us some time to prepare. It was a bad start. On to the product. It was a bit higher in back than expected, and it turned out I had been wrongly informed by David on that matter. Frankly I need not have paid the surcharge for the higher back. Looking back at my emails he was wrong on the back height by 10cm. I am quite sure this was a genuine error. The feet don’t touch the floor (hard wood) on either side (pictured) I was irritated that feet were an added extra in the first place and told it helps with balance if someone sits on the arms. They are twee in size and a full inch gap between bottom of feet and floor looks daft. The leather fabric didn’t match the sample in texture. Far smoother and less rugged. This maybe because the samples were old. Not sure but not as expected, generally more anodised and less characterful than I’d hoped. The sofa is basically very hard to sit on and not that comfortable for me personally. If you look at the design the seat cushions are hollowed to allow space for the mattress to fold below, can’t be much more than 8cm depth beyond the front of the seat cushions. So looking at the sofa from the front is deceiving, that is only the depth right at the front (pictured). Underneath is a folded metal bed frame so naturally hard. The cushions for this model are foam covered by feather/down . The feathers are lumpy and too coarse even under leather. To be honest I have no idea why they didn’t select softer feather/down or just have foam. We opted for the buttoned seat backs. Wish I hadn’t. Slightly uncomfortably stick out and hang precariously by a thread. Look good though. The Lampolet mechanism is excellent and well documented. Mattress is good enough and 2m length is excellent. There are considerably deeper mattresses on the market for Lampolets, upto 18cm, so at 12cm you will feel the frame under the mattress when moving about. Still about the best on the market in the UK. Gaps at the side are annoying and make it dangerous when babies / toddlers on bed as they fall down gaps and quite hard metal below. (Pictured) Overall it was a big investment and I am far from delighted. All of the added extra costs for some things, like feet, that should have been included left a bad taste. * Model: Duette Medium 3 Seater * Fabric: Old English Tan Leather * Feet: Walnut * Arms: Straight * Backstyle: Buttoned * Mattress: Coil * Higher Back: Yes * Delivery option: Home Installation * Weekend Delivery: Yes * Total Amount:£2,830.00”

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Posted 6 years ago

“The storage beds from Furl are a wonderful product with more storage space than I've seen from other manufacturers. My experience with the company, however, was sadly marred by very poor customer service. It took me several weeks and an exchange of acrimonious emails to get them to listen to my pleas that I'd been delivered the wrong mattress. I got a new mattress in the end (the correct one) but not before having to pay for the exchange.”

Helpful Report

Posted 7 years ago

Hello Naana, I’m sorry you found the mattress you chose to be different to what you expected and tried in our showroom. At your request we did return your mattress to the manufacturer who confirmed it was what you ordered and it was not defective. We returned the same mattress back to you which I am pleased you now find acceptable. I am delighted you love your bed and have all the storage space you need.

Posted 7 years ago

“Very nice beds and seem to be good quality. Very poor service though. Have had an issue with the store as charged us for delivery and assembly but refused to assemble the bed as the room was "too crowded". Proposed to come back charging us 65 pounds, Really a shame buying a bed for 2.000 and receiving such a poor post sale treatment. Would not recommend to anyone.”

Helpful Report

Posted 10 years ago

Hello Paulien, thank you for your message I am glad you like your bed. The reason for the re-delivery charge is because we were unable to assemble the bed as there was insufficient room and a high possibility of damage due to the building work that was being carried out in the room at the same time. We always give 7/10 days notice of our deliveries but do need the room to be clear when we arrive.

Posted 8 years ago

FURL is rated 4.9 based on 1,372 reviews