Impact Furniture Reviews

Name: Impact Furniture
Address: Unit 10 Hardwicke Ind Estate -WAREHOUSE ONLYHardwicke Rd, Hardwicke Road,, Great Gransden
Rating: 4.64

4.6 Rating 916 Reviews

91 %

of reviewers recommend Impact Furniture

4.6

Based on 916 reviews


Shipping & Delivery
Delivery Methods	Courier
Average Delivery Time	Within 5 Days
On-time Delivery	Greater than 91%
Accurate And Undamaged Orders	Greater than 90%
Customer Service
Communication Channels	Telephone, Email, Live Chat
Queries Resolved In	Under An Hour
Customer Service	4.9 out of 5

Visit Website

Phone:

01954 710035

Email:

sales@impactfurniture.co.uk

Location:

Unit 10 Hardwicke Ind Estate -WAREHOUSE ONLYHardwicke Rd, Hardwicke Road,
Great Gransden
SG19 3BJ

Impact Furniture 5 star review on 1st April 2024

Anonymous

Anonymous // 01/01/2019

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

“Ordered over £1000 worth of furniture on 3rd September and after massive delays and no communications, after I chased this week was told it would all be delivered by 13th was ince again told another delay of 10 days because warehouse missed a box of parts. Honestly not worth the hassle. Stay clear of this company as still waiting for my purchase.”

Helpful Report

Posted 6 months ago

Good Morning, This order was sadly delayed due to unforeseen supply issues from the manufacturer and a box missed off a delivery. However we updated customer on delay, organised a partial refund by way of an apology for the delay and then offered to split the delivery at cost to ourselves to ensure customer received what the manufacturer had supplied - which is hardly "no communication". Not sure what else we could have done considering! Matthew

Posted 6 months ago

“I haven't still received the order. Contacted youll regarding it, the responce given was youll are unable to get a reply from the courier.”

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Posted 7 months ago

Good Morning, I am sorry to see the negative feedback left here - to clear a few things up the delivery window given was 5th - 19th September. The goods were dispatched out with the courier on Friday 1st September, due to some courier issues beyond our control they were unable to attempt delivery until Friday 8th September - they emailed and sent an SMS message to alert you about the delivery. We responded to every email and enquiry, chasing up the couriers to try and find out more and organised them updating you directly by calling if they had an update after our office closed at 4pm. Delivery will be attempted again ASAP, Matthew

Posted 7 months ago

“You get what you pay for… I bought the Balder furniture for my lounge. Very cheap chipboard, with a REALLY thin fragile layer to imitate oak effect and white. The pieces are not square, some of the pre-marked holes are out of the correct place. Absolute nightmare to assemble, and my husband is a carpenter. One of the LED lights arrived faulty, a corner of one glass shelf chipped. And another 2 glass shelves seriously scratched. One of the white doors arrived chipped at the bottom. It’s so cheap and fragile that if you knock it with your own nail it will chip off the top layer in a tick…! it’s a shame as it’s a really nice looking set when you see it online. But total disappointment in quality and lack of professional pride in the making of it… shame it won’t let me upload the movie where it shows how the door bracket/hinge is sooo lose in the hole where it’s supposed to fit snug.”

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Posted 1 year ago

Good Morning, I am sorry to hear you items came damaged and you have struggled with the assembly - can I ask why you did not inform us of the damage caused during transit by the couriers? If you had let us know we would have been very happy to organise replacement parts/units and to advise on assembly issues encountered, Matthew

Posted 1 year ago

“Instructions were awfull not one item of all the pieces were numbered not all screws were there and the draw is not straight now its put together”

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Posted 1 year ago

“The quality of the furniture is awful. It's not even wood, I have cleaned it with a wooded product and it has all stained! Really disappointed.”

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Posted 1 year ago

Good Morning, I am sorry to hear you have damaged your purchased unit -- https://www.impactfurniture.co.uk/en/product/4976-modern-tall-storage-cabinet-shelving-bookcase-with-drawer-kids-bedroom-soft-closing-white-glossgreyoak--nandu We do not sell this product with any pretence to it being wood - the description specifically reads; "- body: chipboard, foil, plastic edge, melamine; - front: chipboard, foil, plastic edge" Please do get in touch via email and we can try and help if we can! Matthew

Posted 1 year ago

“Difficult to assemble not sturdy enough.”

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Posted 1 year ago

I am sorry to hear that, if you had got in touch we could have offered assistance with the assembly process, the instability will have been down to errors made in assembly. The product in question is one we have been selling for several years and we have not had any reports of difficulties with assembly hitherto but nonetheless I shall pass your comments over to the manufacturer. Matthew

Posted 1 year ago

“Still not received this yet so what can i say except very dissapointed to put it bluntly”

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Posted 2 years ago

Thank you for your order, our customer service team had been in touch, and it seems item was delivered within an advertised time frame. Best wishes, Team Impact

Posted 2 years ago

“V.poor customer service. I had ordered a full bedroom set. First time around some of the parts of the main wardrobe were damaged with cracks. As I had an assmebler he unpacked all the parts and assembled with the parts he had as he was already onsite so not to incur additional costs. When I reported the issue with Matthew and at the same time I reported the doors were not aligned or able to close. I found he was quiet rude in his response was not helpful on the door issue and he said quote"I am not surprised the doors are not hanging on properly if the top panel is smashed" and "I am sorry the assmebler is charging so much after quiet frankly bodging your wordrobe together". He had however ordered a replacement of the damaged parts and after escalating the issue with the directors I was compensated a partial refund. Second time around I had a new assmebler put together the replacement parts and try and resolve the issue with the hinges and door alignment. Attached is the final results. Again after reporting the issue the feedback I receive from Matthew is "we organised a generous refund for you as the wordrobe had arrived damaged and been assembled as such. I would suggest speaking to the installer if there had been issues with installation". The wardrobe is completely faulty; identified by two very experienced installers and there has been no attempt from customer services to discover what can be the issue and how they can help. The partial refund was provided as a result of the damaged parts and was not charity! I would never recommend impact furniture as a result of the poor customer service.”

Helpful Report

Posted 2 years ago

We are sorry to hear you have experienced issues with your order. As a background information door alignment is dependent on the construction of the carcass and if body of the wardrobe was assembled by the installer using damaged parts, to quote “with the parts he had as he was already onsite so not to incur additional costs” this would result in a wonky frame and hence would impact door alignment. A professional installer should not agree to carry out such work knowing result will be poorly. Courier damage occasionally happens as we are relying on third party companies, and we apologise it was the case with your order. To minimise disruption in our customer’s daily lives we have a no quibble replacement parts policy. Mathew dealt with the case and just wishes to straighten a few things out; a. goods came damaged due to courier damage, a fact we were not made aware of until installer had assembled with several key parts practically broken in two – this item should not have proceeded to assembly in the first place. b. Despite us not being able to claim compensation with either the manufacturer or the courier as the goods were assembled, we organised a £150 partial refund - an amount requested by the customer to cover the costs of making good the unit already badly assembled by the installer. We also provided replacement parts free of charge. c. We then heard from the customer to complain that the unit is not closing properly - we suggested this could be down to the installer. d. Rather than discussing this with us directly following that email the customer chose to go online and leave this review. e. Following the review customer got in touch to threaten to leave more feedback online if we do not give into their unspecified demands. To reiterate we organised replacement parts, we organised covering their costs to make good the assembly that should not have happened first time around, and we did so despite it being an assembly issue rather than a manufacturing fault. Throughout the process customer has been very aggressive and hostile in communications with us. We are a company that prides itself on open dialogue and we do our outmost to help our customers in a fair way following The Golden Rule, principle of treating others as one wants to be treated. We are saddened that feedback extorsion is happening in the online environment. Best wishes, Team Impact

Posted 2 years ago

“Had lots of problems with their delivery driver and eventually my item got sent back and I never managed to get it delivered again, even after multiple calls. Had to cancel and get a refund.”

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Posted 2 years ago

“Fast delivery delivery people refuse take furniture in to the building so my wife has to bring heavy boxes by her own just disappointed”

Impact Furniture 1 star review on 12th June 2021

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Posted 2 years ago

“Received item with broken glass pieces, item returned and refunded”

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Posted 2 years ago

Item came damaged due to courier neglect - we organised collection and a full refund within 5 days of initial delivery.

Posted 2 years ago

“None of the panels had numbers on to match the instructions. Draw rails not the same as instructions and marked holes in the wrong place.”

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Posted 3 years ago

I am sorry this was difficult to assemble, I understand the unit has now been assembled satisfactorily from your review Facebook.

Posted 2 years ago

“terrible service and appalling attitude of delvery men”

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Posted 3 years ago

“Products were damaged when they arrived, I was offered £20 to keep the damaged goods and still haven't received the replacement parts”

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Posted 3 years ago

Replacement parts were ordered in expressly from the manufacturer and shipped to customer within 10 days of initial order.

Posted 2 years ago

“It was out of stock. I had to wait a month!”

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Posted 3 years ago

The delivery window given was accurate at the time of purchase, my apologies if this was unclear.

Posted 2 years ago

“Ordered goods ... card was charged but the goods didn’t arrive. After chasing for 3 weeks got a refund as was told the goods are delayed”

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Posted 3 years ago

Two week lead time for goods was made clear at time of purchase, customer was refunded within 9 days of order being placed as they had not checked lead time at time of purchase.

Posted 2 years ago

“I received the wrong colour of the bar (it came with brown. I asked for the white one only) The display came without one element inside. I sent a several emails to clarify the problem. I been told by email that they are going to send me the missing part more than two weeks ago. They didn't respond to my last email. They didn't send me the missing element they promised to do.”

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Posted 3 years ago

Replacement part was shipped within 5 days of original order.

Posted 2 years ago

“You have not replied to my request for when I can expect delivery of my order!”

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Posted 4 years ago

Thanks for getting in touch, we did pick up your email sent Friday and respond within 30 minutes. My apologies for that delay, it would have been sooner but I was on lunch.

Posted 4 years ago

“Terrible company. Unfair and unjust returns policy, beware. Will not refund money there is a manufacturing fault with the furniture. Again beware DO NOT buy from this company”

Helpful Report

Posted 5 years ago

Thank you for your review, we have investigated, and it appears the request to return was 6 months after purchase date and after product assembly had taken place. We understand you had trouble with assembly which after reviewing images provided, we believe was due to incorrect sequence of assembly however despite this we have offered an option of free parts and free technical advice. We offer standard 30 days returns policy and urge our customers to contact us if they have any issues as we are always willing to help. Kind regards, Impact Furniture

Posted 5 years ago

“Shocking experience wrong holes and bad feedback basically blamed us for wrecking unit. Two hinges missing hundreds of parts just dumped in a bag to try and make sense of. Door won’t close or match up due to holes being in wrong place .... impact furniture blamed us for breaking the hinges with force. Disgused and angry paid £220 FOR THIS TAT THAT WE COULD OF BOUGHT A BETTER ONE AT B&M”

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Posted 5 years ago

Thank you for your review, we have investigated and after reviewing images provided, we believe issues were due to incorrect assembly however despite this we have offered an option of free parts and free technical advice. Unfortunately, customer has not responded to our emails and stopped communicating. We urge our customers to contact us if they have any issues as we are always willing to help. Kind regards, Impact Furniture

Posted 5 years ago

Impact Furniture is rated 4.6 based on 916 reviews