Cookes Furniture Avis 

Excellent and very attentive service at the Christchurch store. Anita was absolutely brilliant and the rest of the staff were very welcoming and helpful too.

I bought a settee from Cookes recently which was delivered today. The instore experience was great. Sue was friendly, helpful & knowledgeable. The settee was also competitively priced compaired to others I had seen.
Ken & Alick who delivered my settee today, were friendly and helpful. They unpacked the settee carefully, removed all the packaging and answered all of my questions.
All in all a great service.
I would definately recommend.

I have been a customer of Cookes for over 40 years. They stock a large range of quality furniture. Being a fussy customer I find the staff to be patient, friendly and will go out of their way to meet all requirements. Especially Ben Neville who also arranged for a test delivery to ensure the furniture would fit. The two delivery men were very helpful too, they physically brought the furniture in to the house to put my mind at rest even though Andy knew it would fit. I have no doubt that this is standard practice for everyone and would recommend visiting Cookes as your first port of call.

Great customer service and hospitality

It's a pleasure to shop with Cookes,the staff in both the sales and delivery department are extremely professional.

Quality products and knowledgeable friendly staff

Simple process , particularly as my recent purchase was via phone , in response to an Email from Cookes referencing a Sale .

I love going to cooks, you can guarantee you always get what your looking for. Staff are brilliant, really helpful. Its a pleasure to go there.

Feels like a personal non corporate business to deal with. Easy parking, all staff pleasant on greeting. Always a well laid out, attractive, coordinating display. Clear on delivery expectations, with good communication during the process. Thank you

Paul the gentleman that served us is such a delightful man and so helpful without being overbearing great experience 😀

Friendly staff. Beautiful display areas, sensible layout.

Very efficient and knowledgeable staff, nothing is too much trouble for them, which they do willingly.

Great customer service, friendly & professional! Suite arrived on time, expertly delivered!

We have just received our new sofa from Cookes and are pleased with it. Showroom, telephone and delivery staff were all lovely. However, when we ordered the sofa we were told we would get it in 5-6 weeks and it has taken 15 weeks. We received lots of marketing emails but no updates on our order progress so we had to chase up regularly. We were given a small discount as an apology and overall we are pleased.

Wendy was very helpful and kind. Explained products well

Large range of products at reasonable prices and helpful sales people.

We placed an order for a settee on 31/12/2025. After material shortage issues we eventually agreed a delivery date being Monday, 11 May 2026.

Upon delivery, the sofa showed signs of puckering, material pulling and permanent indentations to the foam filling in both of the armrests. I notified Cookes by email within an hour of delivery. Having carefully inspected the sofas the very same evening, we decided to reject them under the consumer rights act 2015 - short term to reject within 30 days, as the goods delivered were not of satisfactory quality. This was clearly communicated to Cookes on email on Tuesday, 12 May 2026 when we asked for a full refund and collection.

Our complaint was dealt with by one of Cookes directors of 16 years and founders' family member. We were told that an inspection would need to take place to establish the actual damages and that Cookes were handling it. I am afraid Cookes never liaised with the assessors till we chased them.
Saturday, 16 May 2026 we visited Cookes Birmingham again and investigated the exact same sofa on display, by taking detailed pictures and even evidenced its serial number - all of this this was put to Cookes again and our rights to reject were denied. We purchased the sofa based on how it had been presented to us at Cookes, in its pristine condition.
The manufacturers' assessment took place on 04/06/2026 which I signed off with a note 'goods rejected'.
On 17/06/2026 the Cookes director rang to inform that no manufacturing issues had been found and the report stated that the damages were due to transportation and storage issues. The director carried on pushing their own narrative to suit their own agenda stating that the remedial works should have been allowed; that the goods were bespoke as the customer picked the material and colour (from Natuzzi standard offering!). There would be no refund, no collection - and when I challenged them, they openly admitted that Cookes do not check any of their goods on receipt to their own warehouse as these arrive in manufacturer’s original packaging. We were invited to come back to the Birmingham store and reselect.

After two weeks, on 2 July 2026 the director emailed me with a copy of the report that clearly blamed the retailer for the damages. On the very same email, the director yet again repeated their statement - no refund, no collection and that the remedial work should have been allowed.
I responded to Cookes on 3 July 2026 by email and gave them two weeks' notice before action, asking for a full refund and collection under the consumer rights act 2015. This was backed up by our own independent report which indeed confirmed that the goods had been damaged in storage/transport and that, for the price paid, the customer would expect a high quality item. Our evidence was ignored yet again for a week.
I then posted a 7 day reminder by special delivery to Cookes - this was received and signed for on Saturday, 11 July 2026.
On Monday, 13 July 2026 the director emailed me stating, I quote: 'Where an issue is identified that is capable of being remedied, the Consumer Rights Act 2015 generally allows the retailer the opportunity to provide a repair or replacement in the first instance where this is appropriate. In this case, the independent inspection concluded that the upholstery creasing could be addressed by a straightforward steaming process. Cookes therefore offered to carry out the recommended remedial work; however, this offer was declined before we were given the opportunity to undertake it'. They then said, I quote: 'Cookes does not accept that the evidence demonstrates that the furniture failed to conform to the contract at the time of delivery or that there are grounds for a full refund'.

My credit card company took Cookes to the pre litigation stage under Section 75.

A long standing company director used stalling techniques and caused irreversible reputational damage to their own brand. They never voluntarily apologised to me either till I reminded them about it.

The goods were eventually collected on 1 October 2026 after my credit card company had refunded me the full purchase price and further damages.

From how the director handled our complaint, in my opinion, their position in the company is untenable.

Please consider your purchases extremely carefully.

We received a very warm welcome and excellent service from Michael when I went with my Mother to get her a new sofa. Delivery was quick and the guys put the sofa together and gave us a run through of everything. I thoroughly recommend Cooke’s Furniture to anyone.

David Ivirne was a pleasure to deal with over the phone.