FURL Reviews

Name: FURL
Address: 71 - 73 Fairfax RoadSwiss Cottage, London
Rating: 4.88

4.9 Rating 1,451 Reviews

99 %

of reviewers recommend FURL

4.9

Based on 1,451 reviews

Shipping & Delivery
Delivery Methods	Own Driver
Average Delivery Time	Over A Month
On-time Delivery	Greater than 92%
Accurate And Undamaged Orders	98%
Customer Service
Communication Channels	Email, Telephone, Live Chat
Queries Resolved In	Under An Hour
Customer Service	4.8 out of 5

Visit Website

Phone:

0208 4516999

Email:

david@furl.co.uk

Location:

71 - 73 Fairfax RoadSwiss Cottage
London
NW6 4EE

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FURL 5 star review on 24th November 2024

137

Anonymous

Anonymous // 01/01/2019

Sort by: Most Recent Most Recent Highest Rated Filter: None None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“Great installation team. They phoned to let us know they would be early, which really suited up. Perfect installation work- well done.”

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Posted 5 years ago

“David was excellent from start to finish, answering all my questions to ensure I got the right bed for me. The delivery men were polite, helpful and put the bed together within half an hour. They even unwrapped my mattress (not Furl) and put it on the bed for me. They were very friendly. They took all packaging away and asked if I needed anything else. Overall, an excellent service all round.”

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Posted 5 years ago

“Another amazing bed from furl. So comfortable and the storage under has made our lives so tidy.”

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Posted 5 years ago

“Very good service!Thank you!”

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Posted 5 years ago

“The delivery process of our bed was perfect despite the fact that the wrong mattress was loaded. Both driver and fitter were extremely helpful and took very good care of our property. I won't attach a photo as the mattress is not the right size”

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Posted 5 years ago

“Really satisfied with the products and service. I have purchased a maxi bed and and a three-seater Duette sofa bed. They are sturdy and elegant and very practical. Ordering was easy and the installation was super quick and the guys gave me some useful tips and were very friendly. Really satisfied and I love all Furl's products.”

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Posted 5 years ago

“My experience of FURL has been excellent starting from my visit to the Neasden showroom to the delivery and setting up of my bed. I am delighted with my purchase of this top quality product and would gladly recommend this company to anyone.”

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Posted 5 years ago

“David, Our third bed is great and the staff were super friendly, conscientious and courteous.”

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Posted 5 years ago

“We received our bed this weekend- everything exactly as promised and we were kept up to date throughout the process. The bed was assembled very quickly, the overall quality seems top notch and the storage space is second to none! Thank you!”

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Posted 5 years ago

“Terrible warranty service. I have bought a Cambio sofa bed in 2015 (the stated warranty is 5 years). Recently, it has developed a fault. When I open the bed the sofa carcass tilts. So it now takes two people to open the bed (one has to hold the sofa carcass down)! When I contacted Furl about, two guys came, verified the issue and could not fix it. They also noted that given that the sofa is used by my 11 year old the issue constituted a health and safety concern and needed to be sorted out as a matter of urgency. Paul, who oversees deliveries and repairs, was initially very solicitous but told me he needed to hear from David, the owner, whether the best course of action was to replace the bed mechanism or add a counterweight to the back of the sofa. This was on October 17th 2018. I followed it up with emails on October 20th and November 14th. In both occasions Paul told me he still needed to hear from David. When I emailed Paul again on December 8th I got no reply. The same happened when I then wrote David on December 11th. Since then, total silence. Bottom line: great sofa beds until something goes wrong, but inexistent warranty service. Post-scriptum (31-05-2019): Furl got back in contact after my negative review above and arranged to come and fix the sofa. This has now been sorted to my satisfaction.”

Helpful Report

Posted 5 years ago

Dear Giulio. Clearly, something has gone terribly wrong with the way this has been dealt with and I am very sorry, we should have done much better. Thanks for making contact here, I will get this resolved for you in the next few days. I can assure you there are no safety issues, it sounds like there is something lodged in the mechanism that is preventing it opening smoothly - I have been trying to contact you but your contact number is out of order, can you please call the office and ask to be put through to me directly. Thanks for ending your comments on a positive note, they are great sofa beds which rarely go wrong, we'll get yours opening smoothly again very quickly.

Posted 5 years ago

“Sales team were very help full right through to delivery which I had to postpone for a month which Furl accommodated with no hassle. Our leather bed is great quality and we have no hesitation in recommending Furl.”

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Posted 5 years ago

“Having spent a long time searching for a sofa bed offering a king/super-king quality mattress, I was delighted to find Furl. Their showroom has all sofa models and designs with various mattress types on display. The sofa itself is comfortable and made of durable and good looking fabric. The best part is the mattress size and quality, and the mechanic is easy and simple to operate. Asked for express delivery which was not met due to supply issues at manufacturer, express charge was reimbursed without issues. Friendly customer service, delivery team was helpful and courteous.”

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Posted 5 years ago

“I recently bought a storage bed and mattress and I’m really impressed from the quality of the products. The storage bed is really functional and beautiful. To not forget the professionalism at the show room where I have been guided through the various solutions they could offer to better satisfy my needs, and the assembly service. I would definitely recommend.”

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Posted 5 years ago

“Love our new Furl sofa bed. Looks great, easy to use and our guests love it too!”

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Posted 5 years ago

“We have an old property with a tight staircase. Having tried with a household name branded bed and failed we turned to Furl. Having selected the bed David agreed that we could have a trial run with the largest of the component parts. That done we found that the two part base wouldn’t go in so the base was made in three parts. All made in eight weeks and installed, the two delivery men who installed the bed were extremely helpful. And finally an excellent nights sleep on the latex mattress. We wouldn't hesitate to recommend Furl or to buy from them again as they made a seemingly impossible problem solvable.”

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Posted 5 years ago

Hello Keith, thank you for your nice comments. We know fitting large furniture into homes with tight access can be an issue so we're very happy to remove that stress with a trial run - Our furniture is always delivered in sections and assembled in the room but just sometimes it's worth double checking, we’ve only ever been beaten once in 12 years!

Posted 5 years ago

“I'm very happy with my sofa bed. The mattress is so comfortable I don't want to get out of bed in the mornings! The sofa complements the other furnishings in my flat and I love the colour and texture of the fabric - it's exactly what I wanted.”

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Posted 5 years ago

“The sofabed is the most comfortable sofa I have ever owned. It’s a fantastic bed but it’s a great sofa too. The fabric was sourced and matched to my other furniture perfectly. I couldn’t be happier. Full marks Furl.”

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Posted 5 years ago

“I purchased a max storage bed back in jan 2016. Guys from furl came and did the installation on time and were very courteous. Once fully installed and after the installer had left I noticed that the bed came without a solid base instead having a canvas base. I also noticed that one black plastic slat insert was squashed in. I contacted furl and was told that the max bed came without a solid base and that they could arrange solid boards to be fitted at a cost of £95. Jessica from furl also told me that when they come to install the solid base the installers would look at replacing the slat insert she also asked me to send pictures of the problem which I did. To make it clear the bed coming without a solid base was not something furl did wrong I selected the wrong style of bed and was happy with the resolution at the time. The base was installed a few weeks after placing the order. The installers checked the plastic insert for the slat and said it was fine and didn’t really cause any problems so they left it. Further down the line I noticed that the particular slat in question was resting further down from the others and made a noise when someone sat on the bed. Contacted David Norman who sent replacement insert for me to install myself. I also emailed David about the quality of the bed base which has chips on the edges and one board has chipped from the centre where both boards meet in the middle. He replied that replacement boards would cost £195. I wasn’t happy with his reply firstly the price for replacing the boards had gone up over 100% in 2 years and secondly I did not expect the boards to have this issue in less than 2 years. I emailed him asking why the replacement cost for the boards was so much more, he never replied. I then called furl and then he decided to reply to my email which quite frankly was not only disappointing but quite astonishing. He said that the boards only had cosmetic damage to them and that they were fully functional. I don’t think that David Norman really gets his customer base and his comments were taken as an insult. If I wanted a functioning bed I would have bought one from IKEA for a 10th of the cost paid to furl. Call me OCD but I am very house proud and look after my belongings. Having issues with the bed base is not only annoying but to me needs to be rectified otherwise I would always know that the bed has an issue and I can’t rest till its sorted. I can’t believe his response and as the saying goes you only find out the good from the bad when things go wrong. Furl customer service basically this, you sort the problem out yourself or pay us more money and we will do it for you. If I owned the company myself I would not be happy that my customer had experienced a problem with their bed in such a short time after paying for a luxury service. Do the honourable thing and replace my base boards at your cost please.”

FURL 1 star review on 12th February 2019

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Posted 5 years ago

Dear Asif, thank you for taking the time to add your comments here. I am sorry we were unable to find a FOC solution for you. Physical damage to your bed is not covered by our 5-year warranty. As we discussed we can replace the internal boards on your bed, but they have to be paid for. Our offer to replace them at cost still stands please come and collect them when you are ready.

Posted 5 years ago

“I have recently bought from Furl: 1 sofa bed; 1 space saving desk (Flatmate); 1 folding chair; 1 bedside table. I am delighted by all these purchases (especially as I live in a small apartment and these are designed to fit neatly) - and also by the quality of customer service provided. I much prefer to deal with Furl than traipse through giant windowless retail outlets.”

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Posted 5 years ago

“The sofa bed is amazing. Comfortable, great looking, durable and space saving. Thank you”

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Posted 5 years ago

FURL is rated 4.9 based on 1,451 reviews