Furniture To Go レビュー 

Furniture To Go からの回答

2026年5月12日

Hi Andrea,

Thank you so much for taking the time to leave such a lovely review — we really appreciate it.

We’re delighted to hear you’re happy with your new sofa and that the delivery and assembly went smoothly. It’s great to know everything arrived as expected and that you had a positive experience overall.

We’ll be sure to share your kind feedback with all parties involved.

Furniture To Go からの回答

2026年4月7日

Hello ,

Thank you for your review. We’re really sorry to hear about the trouble you experienced with your bed — we completely understand how stressful that must have been for you and your son. The order was placed via Robert Dyas, who handled the resolution process, and we understand a 20% goodwill refund was offered at the time.

You mentioned trying to contact us several times. While we haven’t been able to locate any emails, we genuinely take every message seriously and would love the chance to help make things right. If any parts are still damaged or missing, we’d be happy to send free replacements and make sure everything is sorted for you.

We truly appreciate your feedback and will use your comments to improve our products and delivery experience for all our customers.

Furniture To Go からの回答

2026年3月2日

Hi Heba,

We’re very sorry to read that you feel disappointed — that’s never the experience we want for our customers.

We did request photos of the issue so that we could assess whether there was a manufacturing fault and raise this with the supplier if necessary. Unfortunately, we did not receive any images or evidence, which makes it very difficult for us to determine whether the issue is product-related or assembly-related.

As advised through B&Q Marketplace, once assembly has started we’re unable to resell the item, and for that reason our policy is that assembled items cannot be returned unless a confirmed manufacturing fault is identified. This is why we asked for supporting images.

We absolutely understand that assembly can sometimes be frustrating, and we did offer to assist with replacement parts or further support to help resolve the issue.

If you’re still willing to provide photographs of the concerns, we would be more than happy to review them promptly and work toward a fair resolution.

Kind regards,
Furniture To Go

Furniture To Go からの回答

2025年11月20日

Thank you for taking the time to share your experience!

We’re sorry to hear you had issues with the courier, but we’re delighted that Weronika was able to step in and get everything resolved for you. It’s great to know your table has arrived safely and that you’re pleased with it.

We’ll be sure to pass your kind words on to Weronika — she’ll be thrilled to hear them.


Thanks again for your review!

The Team at Furniture to Go

Furniture To Go からの回答

2025年11月7日 に更新

Thank you so much, Tsui Mei Olivia! We're delighted to hear you had a great experience. Stephen will be so pleased to know his help made a difference. We really appreciate your kind words and support.

Furniture To Go Team

Furniture To Go からの回答

2025年11月4日

We’re sorry to hear you feel this way, Dewi. After you reported an issue, we offered a few solutions — free replacement parts, a collection and full refund, or a goodwill gesture to keep the item. You chose to accept the Goodwill Gesture, which was processed as agreed.

We always aim to resolve matters fairly and are sorry the product didn’t meet your expectations.

Furniture To Go からの回答

2025年10月23日 に更新

Thank you for your feedback. As requested, we have investigated your account in full and reviewed your complete order history. We found a total of 18 orders placed with us, with four reported issues in total. Each was addressed promptly and in line with our trade terms and conditions.

One replacement part was ordered in July and despatched within two weeks, one product fault involved a 30-day manufacturing lead time, and yesterday you reported two new issues — a missing fixing pack and a damaged wardrobe. The fixing pack will be sent today, and the wardrobe parts are now on order. Please note that the damage was reported outside our 5-day reporting window; however, we are still happy to assist with free replacement parts to resolve this for you.

You mentioned in your review that our customer service responsiveness requires improvement. Following our investigation, we reviewed every email exchange with our team — the longest response time recorded was just 31 minutes, with all other messages answered within ten minutes. We consider this an excellent standard of responsiveness, and your statement does not reflect the reality of our service performance.

We dispatch over 600 orders each week and work with some of the largest furniture suppliers in the UK. Our scale, efficiency, and long-standing client partnerships are a reflection of our professionalism, reliability, and consistently high standards. Our team has been courteous, polite, and helpful in every communication, as confirmed by the full correspondence review.

At no point did you indicate dissatisfaction or request an escalation through our customer service channels. Had this been raised, we would have welcomed the opportunity to address your concerns directly and professionally.

We remain committed to resolving the outstanding parts promptly and ensuring your client’s installation can be completed without further delay. We take pride in maintaining high standards of service and clear communication for all trade partners. If our terms and conditions or lead times do not suit your business model, you are, of course, free to close your trade account at any time.

Furniture To Go Team

Furniture To Go からの回答

2025年10月8日

Hi Susan,

Thank you so much for sharing your experience! We're really pleased to hear that your new cabinets arrived safely and that you found the assembly process straightforward.

We appreciate your note about the manual — feedback like this helps us continue to improve. It’s also great to know our team could sort out the missing screw quickly for you.

We hope you continue to enjoy your new cabinets.
Best wishes,
The Furniture to Go Team

Furniture To Go からの回答

2025年10月3日 に更新

Hi S.S.R.,

Thank you so much for your kind words and fantastic 5-star review! We’re thrilled to hear that Stephen was able to help you with your drawer runners and provide the service you deserved. He truly is a legend, and we’ll make sure your praise gets to him (it will make his day!).

We really appreciate you taking the time to share your experience – it means a lot to our whole team. If you ever need anything else, we’re always here to help.

Furniture To Go Team

Furniture To Go からの回答

2025年9月30日

Thank you so much for your thoughtful review. We’re delighted to hear that you’re pleased with the quality and design of your bookcase. We do apologise that the assembly took longer than expected and for the inconvenience caused by the damaged part on delivery.

We’re glad our team could resolve this quickly for you and that you felt supported throughout the process. Your feedback means a lot.

We hope you enjoy your new bookcase for many years to come!

Furniture To Go からの回答

2025年9月29日

Thank you so much for your kind words! We’re really glad we could get the replacement parts to you quickly and that your unit is now looking just how you wanted it. The gold handles sound gorgeous – such a great way to make it your own!

It’s lovely to hear you’re so pleased and even thinking about adding more matching pieces.

Enjoy your beautiful new sideboard/TV unit!

Furniture To Go からの回答

2025年8月13日

Hi Libby,

Thank you for your review. You’re very welcome to return the shelves using your own courier — including Evri — or by taking them to a local B&Q store if that’s more convenient. We simply mention the risk so customers know that if goods arrive damaged, we can’t resell them, and any claim would need to be made with the courier.

When we arrange a return ourselves, our courier cost is higher because it includes full insurance to protect your refund in case of damage in transit.

We understand the size wasn’t right and will gladly refund once the shelves are back in resalable condition. I hope this clears things up, and we appreciate your understanding.

Furniture To Go からの回答

2025年7月7日

Thank you so much for your kind review! We're thrilled to hear that your wardrobe arrived on time, was well-packaged, and that the instructions made assembly straightforward.

We understand flat-pack furniture can be a challenge at times, so it's great to know everything came together smoothly in the end.

We're especially pleased our customer service team could help with the replacement parts.

Enjoy your new wardrobe, and thanks again for taking the time to share your experience!

Furniture To Go からの回答

2025年6月12日

Thank you so much, Piotr, for your continued support and for taking the time to leave such a thoughtful review. We're really sorry the third chest of drawers arrived with some damage, but we truly appreciate you giving us the opportunity to make it right. It means a lot to us that we could resolve the issue to your satisfaction. Thanks again for your trust and recommendation – we’re always here if you need anything!
The Furniture To Go Team

Furniture To Go からの回答

2025年5月23日

Hi Kevin,

Thank you for your feedback. We're genuinely sorry to hear that you're unhappy and for any confusion caused regarding your spare parts delivery.

Although your original purchase was made in 2022 and outside the warranty period, we ordered replacement parts for you as a goodwill gesture. According to our records, DHL delivered the parcel on 25th April 2025, and we have proof of delivery confirming this.

We're sorry to hear you didn't receive the parcel and understand how frustrating that must be. We’d like to get this resolved—please contact us directly at info@furniture-to-go.co.uk so we can investigate this further and look into a resolution.

Furniture To Go からの回答

2025年5月9日

Hi Carole,

Thank you for taking the time to share your feedback — we’re genuinely sorry to hear you had a frustrating experience.

We take all customer concerns seriously and always aim to resolve any issues fairly. As our products are designed for self-assembly, we know this process can sometimes be challenging. While we don’t use numbered stickers, our instructions are designed with detailed 3D illustrations that clearly show each component and step. This approach is widely used across our ranges and has proven effective for most customers, including experienced joiners and tradespeople.

After reviewing the photos you kindly provided, we noticed that a few important assembly steps may have been missed. For instance, parts 2 and 10 appear to be absent on the right-hand side of the unit, which impacts both the stability and alignment. It also looks like the top panel was fitted earlier than the instructions advise, which could be contributing to the issues you encountered.

If you’re working with a joiner or tradesperson, it might be helpful to share this feedback with them in case they’re able to revisit the assembly and resolve the issues. Of course, our customer care team is also available to offer support or guidance where needed.

While one item had already been assembled, we have agreed to take back the second item for a refund, and we’re sorry this solution didn’t meet your expectations.

Furniture To Go からの回答

2025年4月22日

Hi Lucy - Thank you so much for your kind review! We're really glad to hear that you’re happy with the Naia single bed and that it’s just what your daughter wanted. Apologies again for the mix-up with the assembly instructions, but we’re pleased we could get it sorted quickly for you. If you ever need anything else, we’re always here to help!

Furniture To Go からの回答

2025年4月14日

Thank you so much for your kind words and for taking the time to leave this wonderful review! We're delighted to hear that you had such a positive experience with our customer service team.

We're especially thrilled that Weronika was able to assist you so thoroughly—she’ll be over the moon to hear your feedback! Even when products are discontinued, we always strive to go the extra mile to support our customers, and it’s great to know that came across in your experience.

Furniture To Go からの回答

2025年3月18日

Hi Linda,

Thank you so much for your fantastic 5-star review! We’re thrilled to hear that Weronika provided such excellent customer service and ensured you received the spare part you needed. We truly appreciate your kind words and recommendation—it means a lot to us!

If you ever need anything else, don’t hesitate to reach out. We're always happy to help!

Best regards,
Furniture To Go Team