customer

Absolute shambles...I've wasted so much time going back and forth with this firm. Ordered 2 large Rauch wardrobes and 2 bedside tables in July, they arrived in October but the delivery team didn't fit soft close hinges on the 11 wardrobe doors and one bedside table was dysfunctional. I repeatedly requested a full refund of the bedside table but they avoided this and in despair, I suggested they just replace the whole unit. They gave me a 6 week lead time for delivery of the replacement and the hinges. The delivery team damaged my property and FV weren't interested - left me to negotiate compensation with their delivery team...telling me they didn't have contact details and didn't know who this firm was! The FV team refuses to put you through to a manager when you request it. The MyExperience team ignores your emails and then when you phone another team (you can't phone MyExperience), you're told that the person dealing with your case has left - its a centralised mailbox so how is this a viable excuse? Anyway, received a call from their delivery team but it seems that they only have the hinges and know nothing about the replacement bedside unit that i've been waiting for this past month. Will be taking this to the Ombudsman. I have used this firm previously without issue but this latest experience is so disappointing and i've wasted so much time trying to get a resolution. No compensation offered for the delays or inconvenience...which is made worse by the fact that you can't actually speak to the MyExperience team and there seems to be no escalation process beyond them. They still haven't responded to the points in my email dated 23/10/25 despite having a 72 hour response window. Can't stand the sight of the furniture after all this - wish i'd never ordered them.

Purchased two limestone fireplaces from this company, spending more than £2k. Nice looking product but hearth is poorly made. The hearth is two slabs of material bonded together with pieces of offcut stone stuck underneath. I had to replace that at an extra cost to me of £168 during fitting as it couldn’t stand the weight of the plumber kneeling on it when on a bed of wet cement. It snapped into two. I questioned the quality of the product then but got nowhere. The second hearth has also snapped into 2 pieces under the weight of a normal size 10 female. I had a recent issue with a broken crossbar component when one end dropped on the floor as i lifted it. I didn't hit it against anything and to my knowledge, nothing has broken it. I contacted this firm to ask if they would consider replacing the part for free but the treatment of a loyal customer who has spent thousands of pounds is to ignore them. I phoned just now to ask if my email has been received and got a rude response from Tilly saying she can’t speak about it and I’ll get a letter from her Legal team. When i said hello and gave my name, she just sharply jabbed "Yes?" Leaving me quite taken aback. She can’t put me through to the Legal team and can’t give any timeframe. Nor can she respond to my email to even let me know that she has received it and is seeking advice from her Legal team. Very disappointing. Happy to take your money but will not do the right thing when there is a problem. To follow on from this, I received an email from her manager accusing ME of upsetting his staff! Their calls are not recorded so instead of picking up the phone and apologising to ME, the customer, he took one side of the story and went on the attack. Again, disappointing, as i'm a very reasonable person and this matter could have been resolved far faster and more amicably than it has been. To be fair, the manager did improve the experience from this point onwards and produced a number of professional correspondance that were well constructed. He also concisely provided the information i had requested but that Tilly didn't provide. Had she done this in the first place, she could have saved me a lot of distress and delay. I didn't get the outcome I wanted but the fireplace is no good to me as it is broken so I've had to buy a replacement part for another £225.

Despite a few delays to the estimated delivery date, this has been a good experience. Customer Services are very helpful. They go over and above to accommodate. The delivery company (Charlie & Danny?) were on time, very cheerful and polite, brought their own floor covering, set the furniture up nicely and took all the wrapping away. I’m very pleased with the new furniture and can’t wait to start using it. Thank you!

The delivery driver removed the hob from its packaging so that I could check for damage. Very polite.

Nice flowers, fair price, delivered on time.