www.furnitureoutletstores.co.uk Avis 

Really impressed with the aftersales of this company. We initially had issues with a pair of sofas that we bought. But after contacting the company and explaining the problems we experienced. Furniture outlet offered us to resellect another pair of sofas in replacement. So overall we are really happy with the service they have provided.

First time of visiting the Wickford store. So much to choose from. Helpful, friendly & professional. No hard sell! Was a pleasure to walk around. I have purchased a sofa and foot stall. It’s getting delivered in days not months or weeks! I dealt with Ricky who was brilliant! Would strongly recommend to friends & family alike.

Just visited the Leigh on Sea branch and was helped by Charlotte, she was amazing very helpfull.
Would deffinatley recommend taking a look in this store very good prices and customer service.

WELL DONE CHARLOTTE

Following the company’s public response, I would like to clarify a few points regarding my experience.

The original Cabrini chair developed faults and was later returned and exchanged in June 2025 for a different upgraded model, the Venice chair. This was not simply a goodwill replacement of the same item. I paid an additional £100 towards the upgraded metal-frame model, which created a separate purchase for a different product with its own expected durability and manufacturer warranty period.

As this replacement involved an additional payment for a different upgraded chair, I reasonably expected it to withstand ordinary day-to-day household use for a reasonable period of time. Unfortunately, the replacement Venice chair also developed issues within a year. The chair became unstable, repeatedly required tightening, and eventually suffered a broken leg during normal household use.

For context, I also purchased the matching dining table from the same company, which has been used in the same environment and under the same household conditions without any issues. This is one of the reasons I disagreed with the conclusion that the chair damage was caused by misuse.

I returned the chair to the store on 25 March 2026 and was later informed that the damage had been assessed as “misuse” following inspections by the store and warehouse teams. However, despite requesting supporting evidence, technician reports, photographs, or any written assessment explaining how misuse had been determined, none were ever provided to me.

I was also informed that the matter would be escalated to management and that somebody would contact me by the end of the week. No follow-up was ever received. My subsequent letters and attempts to resolve the matter were ignored, which ultimately left me with no option but to pursue the matter formally through HM Courts & Tribunals Service.

During this period, I was also left without a usable dining chair, including over the Easter period, while attempting to resolve the issue.

I note that detailed explanations regarding the inspections and assessments have now been provided publicly in response to my review, whereas those details were not provided to me when I requested them directly during the complaint process.

This review reflects my genuine personal experience with both the product and the handling of the complaint process. they did not return chair And they ignore emails.

Michael was very helpful and patient

Billy Very easy to deal with an very professional

Amazing furniture, great delivery. Very friendly, polite and professional delivery drivers. Highly recommend!!!! Sofa is amazing!!!

The customer service was brilliant from the start, they got back to my email within 1 day and the delivery guys were brilliant! All done and set up within 20 mins and no fuss at all. Love my new sofas !

Love the variety they stock. Sofas and mattresses very reasonable prices, but the dining chairs seemed expensive.
My biggest complaint here is that “the delivery drivers are very strict “ and won’t deliver to my area other than Tuesday afternoon or Thursday morning (when I’m not available). So we went elsewhere, where delivery was at the customer convenience. For a company to be run by its delivery drivers is amazing but I guess they’re profitable.

This is our second time buying from the Furniture outlet.As always great collection and wonderful support.Massive shout out to Kelly who helped us in every way possible.

Dear Kerry,

I just wanted to take a moment to personally thank you for all your help and support throughout our experience. From the very beginning, you were kind, attentive, and incredibly professional, which made everything feel so much easier and more comfortable for us.

Your advice and guidance truly made a difference, and I honestly believe we wouldn’t have gone ahead with our purchase without your reassurance and dedication. You took the time to understand our needs and made sure everything was handled smoothly, which we really appreciated.

It’s rare to come across someone so genuinely committed to their clients, and I’m very grateful for all your effort and care.

Wishing you all the best, and thank you once again.

Kind regards,

The whole process was really smooth - from placing the order, to delivery, through to after care. Billy and the team were really attentive and communicative. We’re super happy with our new furniture!

Disappointing experience – technical explanations over customer experience
I am disappointed with my experience with Furniture Outlet following a recent sofa purchase.
From early on, the sofa proved uncomfortable in everyday use and shed feathers excessively during normal sitting. This was not a minor or occasional issue but something that affected comfort and practicality on an ongoing basis.
While the company focused heavily on technical explanations and independent inspections, my concern was always about real‑world use in a family home, not whether the product technically met manufacturing standards. Being repeatedly told that these issues are “natural characteristics” does not change the reality of living with an uncomfortable sofa.
Cushions were replaced as a goodwill gesture, but this did not resolve the underlying problem, which reinforced my view that the sofa was not suitable for its intended purpose. Throughout the process, I felt my lived experience as a customer was dismissed in favour of rigid, technical justifications.
I am sharing this review so prospective customers can weigh up not only the company’s formal responses, but also the genuine customer experience when issues arise.

Really pleased with the dining chairs we recently purchased from Wickford branch. All the staff were very friendly and helpful. Easy to order and great delivery/make up service (extra cost).

Great price on the sofa and delivered next day by 2 very polite chaps. They fitted the sofa and took all the rubbish.

Fantastic sofa - fantastic service. Would recommend to anyone. Thanks guys!

Second high value purchase made from Furniture Outlet store in Dagenham. Purchased an ottoman bed and mattress. Bed Sales representative Simona was absolutely amazing. Excellent customer service and sales. Very knowledgable about all the beds and especially the mattresses. Extremely patient professional and friendly. No pushy sales to make a sale. Very informative to the customers needs and attentive to detail. Would highly recommend buying all household furniture. Excellent quality and a good choice. Thank you Simona much appreciated. Top class all the way.

We bought the Georgia Ottoman Bed from Furniture Outlet online and were pleased with the experience and are so far happy with the product.

They were able to hold delivery back until we needed the bed and the team arrived as planned. They were polite, friendly and did a great job putting the (quite complex) bed together.

The bed itself appears of good quality and is comfortable.

We also visited the Charlton store before making the purchase and found the staff knowledgeable and friendly.

Would definitely shop here again.

Delivery was on time, got a very comfortable sofa bed, and Mark and Lewis helped make sure it fit through the back garden door, appreciate the extra effort.

Amazing service. I took my mum to the Charlton store for a browse. She found a sofa that she liked and we needed to check measurements. We realised we could order the sofa she liked on your website. Delivery was arranged in less than 5 days.
Mum said the delivery men were amazing and really helpful. They had some trouble getting it round her tight hallway but made sure they got it in for her. And took all the packaging. Overall very happy with the service from start to finish