Name: Furniture World
Address: Furniture World Ltd, Unit 1, Cardrew Ind Est, Redruth, Cornwall
Rating: 4.65

“The most uncomfortable Sofa we have ever had the displeasure of buying. We ordered this in a different colour to the display Sofa, it is absolutely nothing like the display Sofa. Do not touch this company with a barge pole. We actually do not even sit in it as it that uncomfortable and rock hard. We have tried in vain to discuss this with the store. They have every answer in the book. I very much expect another sassy reply to this review...”

Helpful Report

Posted 2 months ago

I’m sorry to read your review. Whilst there is no manufacturing fault with the sofa per the technician’s report, it clearly isn’t what you were expecting. I have asked our area manager to call you with a view to getting this situation resolved.

Posted 1 month ago

“Our nightmare with Furniture World Truro began in October 2025 when we ordered two La-Z-Boy sofas after finding they were significantly cheaper than anywhere else. Looking back, the saving simply wasn't worth the stress, inconvenience, and incompetence that followed. We were told from the outset that delivery would take several months, which was fine. However, once those months passed, the problems began. I repeatedly had to chase Furniture World for updates. Promised delivery dates came and went without explanation, and communication was poor throughout. When the sofas finally arrived, things got even worse. The delivery company, V1 Distribution, walked through our home wearing outdoor shoes on brand-new carpets, unpacked the sofas, left them in pieces across the living room floor, and attempted to leave behind a mountain of packaging. Only after an argument did they agree to remove it. Unfortunately, the problems didn't end there. One sofa arrived scuffed and required a technician visit. We had to rearrange our lives and wait in for the repair. Shortly afterwards, a large bulge appeared in one of the seat cushions due to a manufacturing defect. Yet again, we had to wait in for another technician, who confirmed it was an inherent fault and advised us to take the matter up with Furniture World. Furniture World agreed a replacement was needed, but informed us we would have to wait over three more months. Once again, I spent months chasing updates before eventually receiving a delivery date. The replacement delivery was beyond belief. V1 Distribution arrived, removed the faulty sofa and left it on my driveway while bringing the replacement inside. It quickly became obvious they had delivered the wrong sofa altogether. When I pointed this out, the discussion became heated. The delivery crew then literally ran down my driveway, jumped into their van, and drove away, leaving me with my old sofa on the drive, the incorrect replacement dumped in my living room, and an enormous crate left outside. As Furniture World was closed for the bank holiday, there was nobody available to help. My 80-year-old friend had to assist me in moving the unwanted sofa into my summer house for safekeeping while we brought the old sofa back into the house. At that point, enough was enough. I requested a full refund and insisted that V1 Distribution never set foot on my property again. Eventually another courier collected all three sofas, leaving us with no furniture at all. Unable to trust Furniture World again, we went to DFS. The difference was astonishing. Excellent communication, professional staff, a fast turnaround, courteous delivery drivers who unpacked everything, positioned the sofas exactly where we wanted them, and removed all packaging. It showed exactly how furniture retail should be done. In total, my dealings with Furniture World generated more than 50 emails and countless phone calls. Throughout the process, I was repeatedly assured that a goodwill gesture would be offered once everything was resolved. Those promises turned out to be completely empty. Once the refund was issued, I was bluntly told that was the end of the matter. To add insult to injury, I then had to deal with a late payment issue caused after the finance agreement was cancelled. More time, more chasing, and more stress. Furniture World may look attractive on price, but my experience was one of poor communication, repeated delays, faulty products, disastrous deliveries, broken promises, and a complete lack of customer care when things went wrong. The moral of the story? Sometimes the cheapest option ends up being the most expensive in terms of time, frustration, and aggravation. I would never use Furniture World again and would strongly advise others to think very carefully before ordering from them.”

Helpful Report

Posted 2 months ago

We are disappointed to read your review, particularly as our records and email correspondence reflect a different picture of our dealings with you. While there was ongoing communication regarding your order, we do not agree with the suggestion that there were in excess of 50 emails exchanged. Throughout the process, we remained in contact and provided regular updates whenever information became available. We fully acknowledge that there were issues with your order; however, these arose as a result of manufacturing faults, which were addressed by La-Z-Boy. As the retailer, we worked closely with the manufacturer to achieve a satisfactory resolution and to support you throughout the process. Ultimately, replacement sofas were supplied, and you later decided that you wished to return these for a full refund, which was arranged. Discussions regarding a goodwill allowance took place at a stage when you were considering retaining the sofas. However, no agreement was reached regarding compensation beyond the value of the goods, particularly as the replacement sofas were subsequently returned for a full credit. With regard to the finance agreement, this matter was not caused by us. The agreement was cancelled within the required timescales and, as we understand it, the finance company subsequently advised you that a direct debit had not been collected due to an administrative error on their part. We are proud to have many satisfied customers and always endeavour to resolve issues fairly and professionally. However, we do not believe it is reasonable to provide additional compensation in circumstances where a full refund has already been issued. During our discussions, you indicated that you would leave a negative review if further compensation was not offered, and it is disappointing that this has now occurred. We remain committed to providing excellent customer service and to resolving any genuine concerns in a fair and reasonable manner.

Posted 2 months ago

“Bought new bed today from Newquay branch , really good choice of beds very helpful staff”

Helpful Report

Posted 3 months ago

“When I first received my cabinet the delivery company dumped in the garden . I live on my own so was unable to move on my own. We then had a lot of rain so as a result the cabinet was ruined. I then received a replacement over a week later. I was told I was going to receive some money back on this purchase which never happened”

Helpful Report

Posted 6 months ago

Our apologies Natasha, this one slipped through the net. One of the team should have been in touch to sort your allowance out after satisfactory delivery of your replacement shoe cabinet. I have authorised an allowance to be refunded back onto your card this afternoon. I know the whole experience was not what any of us would want.

Posted 6 months ago

“The issue was with Delivery. We were told a time range of 3 hours which we moved plans for to stay home until 1pm. Then got messages about not having paid delivery fee and that we had to pick up (they got the customer wrong) and then told we’d have to wait between 2-3pm so we spent the whole day waiting and had to cancel our plans. Shambles.”

Helpful Report

Posted 7 months ago

“Really poor customer service. The items were significantly delayed compared to what was announced on the website at the time of purchase. We contacted customer service via email and got very curt answers, barely acknowledging the issue. I had to chase several times to get updates. No customer centric approach whatsoever.”

Helpful Report

Posted 7 months ago

Thanks for the feedback. I am sorry that you felt your email confirmation did not tally with the timeline you expected, once you placed your order. I can see your order was delayed by a couple of weeks from the confirmation dates sent out to yourself. The sales team advised you of a delay regarding the container ship having issues docking in the recent inclement weather. Please accept our apologies that you felt the replies you received were very curt. It was not the intention.

Posted 7 months ago

“Waiting for the rest of my order, which went to the wrong shop and now has to be remade, before I will review”

Helpful Report

Posted 8 months ago

“Poor quality product. Matched by poor customer service. Will never buy from here again.”

Helpful Report

Posted 1 year ago

We are sorry that you felt the goods supplied were poor quality and our customer service poor. I believe you have already posted a review to which we have replied. Our customer service team follow standard procedures in line with other online organisations for the return of goods (they require wrapping). Your goods were collected promptly after you sent the photos of the wrapped goods and your refund processed quickly after confirmation the courier had collected. This is not poor customer service.

Posted 1 year ago

We are always upfront with delivery times and from you ordering the table to delivery to your address was exactly 6 weeks. It is unfortunate that the table arrived faulty and we apologised and offered you the options we would offer all customers – an uplift and full refund or a replacement table or part. You had the option to request a full refund yet you decided ( knowing that the tables were currently out of stock), to wait for the replacement table leg, even though we are not expecting delivery until the beginning of October. We do not as a matter of policy offer allowances or gestures of goodwill when there is a current ongoing service issue as we always like to ensure the issue is fully resolved and the customer happy before providing financial recompense. There is no legal obligation for us to provide a partial refund at this point as you have chosen to wait for a replacement leg to be sent. You can still receive a full refund if you would prefer to return the table.

Posted 1 year ago

“Table was £1200. Waited 2 months for it and it arrived with one leg more than half an inch shorter than the other 3, it’s build with a piece of cardboard wedged under one of the legs to prevent it from being unstable. Contacted furniture world instantly with photos of measurements and proof of issues - to be told wait for October for a replacement leg, or we can arrange for the table to be collected and a full replacement in October. No goodwill offered for the inconvenience. Now left with a dodgy table for another 2 months whilst waiting for a replacement leg. Apparently their ‘policy’ doesn’t allow them to offer a goodwill until the replacement is received. Load of rubbish will not be using again.”

Helpful Report

Posted 1 year ago

We are always upfront with delivery times and from you ordering the table to delivery to your address was exactly 6 weeks. It is unfortunate that the table arrived faulty and we apologised and offered you the options we would offer all customers – an uplift and full refund or a replacement table or part. You had the option to request a full refund yet you decided ( knowing that the tables were currently out of stock), to wait for the replacement table leg, even though we are not expecting delivery until the beginning of October. We do not as a matter of policy offer allowances or gestures of goodwill when there is a current ongoing service issue as we always like to ensure the issue is fully resolved and the customer happy before providing financial recompense. There is no legal obligation for us to provide a partial refund at this point as you have chosen to wait for a replacement leg to be sent. You can still receive a full refund if you would prefer to return the table.

Posted 1 year ago

“I ordered 2 lite, oak slim Salisbury bookcases to match my TV unit (also Salisbury). When they arrived I found that they needed to be built. I am an elderly widow with no ability to do this. This was not stated on the website. I had to hire a handyman and left him to it. When I returned to find the bookcases in place I realised that they were not the same wood colour as my unit and look inferior quality. This was also not made clear on the website. I'm very disappointed.”

Helpful Report

Posted 1 year ago

I am sorry that you were disappointed with your bookshelves. It clearly states on our website that these items are supplied as self assembly. I am unable to trace any previous order placed with us for a TV unit.. Unfortunately, many furniture retailers name change and use generic names such as Salisbury – this doesn’t mean that one Salisbury is necessarily the same as another. I suspect you ordered the TV unit from a different company and the shelves from us.

Posted 1 year ago

“Our furniture was due in furniture world by the 20th June, when we received an email to say the furniture would arrive earlier we contact them to explain we were away until the 19th June. We were told this would be past onto the courier. We then received an email to say the furniture’s due to be delivered on the 18th June. We called the courier to say we couldn’t receive it on the 18th and that they should have been told this. It took some time to get them to change the date to the 19th. When the furniture was delivered we were left with a very large amount of cardboard and plastic wrapping, the courier refused to take it. We had to pay someone to remove it, after paying thousands of pounds for the furniture this was not the standard of service we expected.”

Helpful Report

Posted 1 year ago

Thank you for your feedback and taking the time to speak to me about your delivery. I understand the main criticism came from your dealings with the couriers and for that I apologise. I’m glad you love your suite – it’s one of my favourites too! Thank you for your honesty – it helps us amend our processes to provide a better customer experience.

Posted 1 year ago

“You said: .I'm absolutely thrilled with my purchase of the Alexander & James Wilson Large Pillow Back Sofa - Split Brown. It has transformed my living room into a cozy and stylish haven. The craftsmanship and comfort are outstanding—truly a 10 out of 10! However, my experience with Furniture World's delivery service was less than satisfactory. They arranged for V1 Distribution to handle the delivery. Upon delivery, I observed significant damage to my property: The delivery personnel caused scratches and marks on multiple areas, including the banister, doors, and walls. The damage is extensive, affecting approximately 8 to 9 different spots throughout my home. This is particularly distressing as I had recently completed a full repaint of my flat just prior to the delivery. The careless handling by the delivery team has not only marred the aesthetics of my home but also resulted in additional unforeseen expenses for repairs. I was not present during the delivery; my 18-year-old daughter accepted the sofa on my behalf. I had anticipated that the delivery would be conducted by experienced professionals who would handle the furniture with care and respect for my property. Under the Consumer Rights Act 2015, services must be performed with reasonable care and skill. The conduct of the delivery team clearly falls short of this standard. I called Furniture world on the next day but they advised me to contact delivery service. I called few time and sent a email but i didnt hear from them. ChatGPT said: I'm sorry to hear about the damage caused during the delivery of your sofa. Here's a revised version of your review that highlights your satisfaction with the product while detailing your concerns about the delivery service: Title: Beautiful Sofa, But Delivery Service Damaged My Home I'm absolutely thrilled with my purchase of the Alexander & James Wilson Large Pillow Back Sofa - Split Brown. It has transformed my living room into a cozy and stylish haven. The craftsmanship and comfort are outstanding—truly a 10 out of 10! However, my experience with Furniture World's delivery service was disappointing. They arranged for V1 Distribution to handle the delivery. Upon delivery, I observed significant damage to my property: The delivery personnel caused scratches and marks on multiple areas, including the banister, doors, and walls. The damage is extensive, affecting approximately 8 to 9 different spots throughout my home. This is particularly distressing as I had recently completed a full repaint of my flat just prior to the delivery. The careless handling by the delivery team has not only marred the aesthetics of my home but also resulted in additional unforeseen expenses for repairs. I was not present during the delivery; my 18-year-old daughter accepted the sofa on my behalf. I had anticipated that the delivery would be conducted by experienced professionals who would handle the furniture with care and respect for my property. Under the Consumer Rights Act 2015, services must be performed with reasonable care and skill. The conduct of the delivery team clearly falls short of this standard. I called Furniture World the next day, but they advised me to contact the delivery service. I called several times and sent an email but did not receive any response. While I wholeheartedly recommend the sofa itself for its quality and design, I hope Furniture World reevaluates their delivery partnerships to ensure a better customer experience in the future.”

Helpful Report

Posted 1 year ago

We are sorry that you felt you had a bad experience. We have reached out to you but have not received a response so are unable to provide any sort of remedy.

Posted 1 year ago

“Delivery date was changed without our knowledge but was corrected when we questioned it. Actual receipt of the goods was terrible. Sofas were dropped (we saw this happen) and then we were lied to about how the packaging became so filthy. Not a pleasant experience. No respect for our home.”

Helpful Report

Posted 1 year ago

I am sorry to hear that you are not happy with the delivery service you have received . Having found your order and the couriers notes for your delivery , the change of delivery date was sent by mistake. Once you had contacted the courier , it was corrected and changed to the original delivery date as requested . I have also checked the images the drivers uploaded to their portal once your delivery had taken place , I can see from the images provided that the drivers carried your order up a drive away as they were unable to park the delivery vehicle next to your property due to building work being carried out . The courier will always try their best to make sure that all packaging is kept clean upon delivery, we do however recommend that customers to lay protective coverings on all floors to prevent mud and dirty being transferred from the outside when delivering .

Posted 1 year ago

“Didn't keep us informed of ETA had to constantly follow up they said they will call back had to follow up all the time . Still waiting for an ETA.”

Helpful Report

Posted 1 year ago

Thank you for your review. We believe there may be a mix-up, as we are based in Cornwall, UK, and do not operate in New Zealand. If you need assistance locating the correct company, we'd be happy to help point you in the right direction.

Posted 1 year ago

“Ordered a chest of drawers mid-August. Arrival was delayed for 2 months, and when the item eventually arrived, the marble top of the chest was broken in half. Had significant trouble seeking recollection and a refund, and had to effect a chargeback on my credit card to recover the cost. Awful experience, shoddy customer service and not recommended.”

Helpful Report

Posted 1 year ago

You are no doubt aware we are legally obliged to sort out any issues you experienced with your purchase under the distance selling laws. You took delivery of your chest of drawers on 7th November. Because we wouldn’t give you an immediate refund for the damage without having the goods returned or in the possession of our courier you raised a chargeback on 8th November. We did not dispute that you were due a refund, but we reserve the right to have the goods back in our possession in order to fulfil this. We advised you not to raise a chargeback as this would delay your refund whilst the card company investigate. I understand you have been chasing our online team for the refund today, but unfortunately we are unable to refund whilst the chargeback process is in place. Our understanding is that the chargeback dispute will resolve on 1st December.

Posted 1 year ago

“The worst service I have ever seen. I made an order in early September. Then I received an email saying it will arrive on the 25th of September. After that, no updates at all. I was waiting for live chat for 2 hours but no one answered. It keeps showing your are number 2 and waiting time is 23 minutes. awful experience.”

Helpful Report

Posted 1 year ago

Good morning I’m sorry to hear that you are unhappy with the service you have received regarding your recent order with us , we did have some technical issues over the weekend with our online chat, but it does appear that you did manage to speak to someone . I have looked into the email thread for your order , the email confirmation does state an expected delivery date of the 25th September this was not a confirmed delivery date , the sales team would be in contact once we had received a confirmed booking date into our warehouse . We have tried to contact you several times with an update on your order , unfortunately the emails don’t appear to be going through and we are unable to leave a message on the phone number provided . Please contact the sales team at your earliest convenience , so they can update you

Posted 1 year ago

“I placed my order of 10 chairs and 2 stools at the end of May and the stools were delivered within a week or so the chairs however took 3 months! At no point did FW contact me to discuss the delay, no mention of long delays on the website, order confirmation or at any other time. I had to contact them to be told and even then expected delivery times were vague. The communication with customers is automated and sparce. When they did send the item for delivery I was given less than 24 hours notice which wasn’t enough to book time off work to be there. I then had to reschedule evening plans to accommodate their haulier. When I unboxed the 10 dining chairs they were a completely different shade of grey to the previously delivered stools? I haven’t bothered contacting FW as I’m sure they will just say different batches, which could have been avoided if they were all sent from the same batch I’m sure. Anyway to ensure I have dining chairs for Christmas I don’t want to risk sending them back . My advice is go somewhere else!”

Helpful Report

Posted 1 year ago

Good morning Melanie I’m sorry to hear that you are unhappy with the service you have received regarding your recent order with us , I have looked into this for you and I can see that we did update you with the delivery delay for part of your order . The sales team offered for you to cancel or reselect to other items which may be available for a faster delivery , once your order arrived into our warehouse on the 6th August we were unable to dispatch it straight away as you instructed us that you would be on holiday from the 3rd - 16th August . The order was dispatched from our warehouse on the 17th August and delivery was made to yourself on the 23rd August . We do understand our customers frustration that orders can sometimes take a little longer than planned , this is due to unforeseen circumstances and customers are kept updated

Posted 1 year ago

“The customer service was terrible. I phoned to ask why I hadn’t receive my delivery. The customer service rep was rude and hung up the phone when I asked for a delivery fee refund. I called back to speak to a manager who was equally rude and said his colleague had hung up because I ‘keep calling’ - that was the first and only time I had called. Really annoying when companies think it’s ok to take your money but not offer a service in return.”

Helpful Report

Posted 2 years ago

“2 sideboards delivered badly damaged. Company refused £50 compensation to go towards repair and could not supply a perfect replacement. Would not use again.”

Helpful Report

Posted 2 years ago

Hello Pepita I’m sorry that you are unhappy with the customer service you received recently , I have read our correspondence and can see that you were offered a brand-new replacement sideboard or if you preferred we were able to collect the item for a full refund . Both of which you declined and instead preferred to take the allowance offered to keep the item , if you have changed your mind and would like the item uplifted then please do contact our online sales team . Kind regards

Posted 2 years ago

“Delivered table in a pellet which stank like toilet and could not open. Terrible customer service”

Helpful Report

Posted 2 years ago

I’m sorry to hear that you are not happy with your recent delivery , we email all customers at least twice before items from this range are delivered to make sure that they are aware of the weight and packaging . Our website also clearly states the weight and how the product will arrive upon delivery , this is to ensure our customers are aware that the larger marble tops will be delivered crated for protection .

Posted 2 years ago

Shipping & Delivery
Delivery Methods	Courier
Average Delivery Time	Over 7 Days
On-time Delivery	99%
Accurate And Undamaged Orders	Greater than 91%
Customer Service
Communication Channels	Telephone, Email, Live Chat
Queries Resolved In	Under An Hour

Furniture World Reviews

About Furniture World:

Phone:

Email:

Location: