4.5
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I ordered a Poppy Pouf Velluto and couldn’t be happier with the quality and service! Gemma was so helpful with the order and professionally handled all the steps through the delivery. The delivery courier was very friendly and offered to take the packaging away for our convenience. The footstool looks amazing and very luxurious. Can’t recommend enough!
Gemma thw customer service advisor was out of this world. She went over and beyond to get me the exact sofas I wanted . The kindness, care and patience she gave me was outstanding. This is an amazing company and I didn’t wait long before they were delivered. The delivery gentleman was here before the time, sofas were put up and had no mess at all . Thanks to all the team for everything . If you’re looking for a sofa this is the place to find one .
I ordered a cabinet from this store four weeks ago, expecting a smooth and timely delivery. Today, out of nowhere, I received an email saying that my order will not be fulfilled and that I will simply be refunded.
I am absolutely furious! I waited a whole month, only to be told now that I won’t receive my item. This is completely unacceptable and unprofessional. No proper explanation, no alternative solution – just a refund after wasting my time.
I will never order from this store again, and I strongly advise others to be cautious. Terrible customer service and a total lack of reliability!
Hands down the best customer service I’ve ever experienced! From the very first enquiry to the moment our sofa was delivered (and even after!), Gemma and the team went above and beyond to make sure everything was perfect. They gave us incredibly helpful advice on fabric choices, arranged a visit to the warehouse so we could see and test the sofa in person, and made the whole process completely stress-free. Their attention to detail and genuine care for their customers is unmatched.
And then there’s the sofa itself - absolutely fantastic! It’s stylish, unbelievably comfortable, and exactly what we were hoping for. We couldn’t be happier with both the product and the service. If you’re looking for a company that truly puts their customers first, this is the one. A huge thank you to Gemma and the team - you’ve been amazing!
Welcome to Furniture Story, home of high quality, European made sofas. Where the craftsmanship of every sofa is matched only by our professionalism in bringing you the most stylish furniture possible. Our mission statement: “Making Britain stylish, one room at a time.” drives and motivates every single member of staff. From the moment you make contact, the careful process of selecting and customising your dream sofa, right through to the installation of your new piece of bespoke furniture by our professional crew, we strive to bring the most stylish furniture to your home with unmatched professionalism. We have an extensive range of sofa’s, corner sofa’s, sofa beds and armchairs. mixed with a huge choice of fabrics, leathers and colours to give you truly bespoke pieces matched to your exacting standards.
I ordered a Poppy Pouf Velluto and couldn’t be happier with the quality and service! Gemma was so helpful with the order and professionally handled all the steps through the delivery. The delivery courier was very friendly and offered to take the packaging away for our convenience. The footstool looks amazing and very luxurious. Can’t recommend enough!
Date of experience: March 19, 2025
Reply from Furniture Story
Thank you for your fantastic feedback! It’s wonderful to hear that you’re delighted with your Poppy Pouf Velluto and that both the quality and service exceeded your expectations.
We’re so pleased that the ordering process was smooth and that our delivery team provided a professional and friendly experience. Taking away the packaging is just one of the ways we like to go the extra mile—we do this for all of our clients who orders upholstered items from us.
Your kind words and recommendation mean so much to us.
Gemma thw customer service advisor was out of this world. She went over and beyond to get me the exact sofas I wanted . The kindness, care and patience she gave me was outstanding. This is an amazing company and I didn’t wait long before they were delivered. The delivery gentleman was here before the time, sofas were put up and had no mess at all . Thanks to all the team for everything . If you’re looking for a sofa this is the place to find one .
Date of experience: March 19, 2025
Reply from Furniture Story
What a lovely review! Thank you so much for taking the time to share your experience!
We’re over the moon to hear that you’re happy with your Hera 2-seater sofas in white soft leather.
It’s wonderful to know that our team provided excellent service from start to finish and that the delivery was smooth and seamless.
We truly appreciate your kind words.
Wishing you many years of comfort with your new sofas! If there’s anything we can do for you in the future, we’re always here to help.
Hands down the best customer service I’ve ever experienced! From the very first enquiry to the moment our sofa was delivered (and even after!), Gemma and the team went above and beyond to make sure everything was perfect. They gave us incredibly helpful advice on fabric choices, arranged a visit to the warehouse so we could see and test the sofa in person, and made the whole process completely stress-free. Their attention to detail and genuine care for their customers is unmatched.
And then there’s the sofa itself - absolutely fantastic! It’s stylish, unbelievably comfortable, and exactly what we were hoping for. We couldn’t be happier with both the product and the service. If you’re looking for a company that truly puts their customers first, this is the one. A huge thank you to Gemma and the team - you’ve been amazing!
Date of experience: February 06, 2025
Reply from Furniture Story
Wow, thank you so much for this amazing review! It really means the world to us to hear that you had such a great experience from start to finish. We always want the process to feel as easy and enjoyable as possible, so knowing that we made it stress-free for you is just fantastic.
We’re also so happy that you love your new sofa! Comfort, style, and quality are what we’re all about, and it’s wonderful to hear that it’s exactly what you were hoping for.
Thanks again for your kind words and for choosing us – we truly appreciate it. Wishing you many cosy, happy moments on your beautiful new sofa!
I ordered a cabinet from this store four weeks ago, expecting a smooth and timely delivery. Today, out of nowhere, I received an email saying that my order will not be fulfilled and that I will simply be refunded.
I am absolutely furious! I waited a whole month, only to be told now that I won’t receive my item. This is completely unacceptable and unprofessional. No proper explanation, no alternative solution – just a refund after wasting my time.
I will never order from this store again, and I strongly advise others to be cautious. Terrible customer service and a total lack of reliability!
Date of experience: March 07, 2025
My Abingdon 2 eater Sofa Bed was delivered on time, the 2 delivery men were very helpful and efficient. The Sofa Bed visually appeared to be more chunkier than that show in your web photos!
Date of experience: February 16, 2025
Reply from Furniture Story
Thank you for your feedback! We're delighted to hear that your Abingdon 2-Seater Sofa Bed arrived on time and that our delivery team provided a helpful service.
We appreciate your thoughts on the appearance of the sofa bed. While we aim for our website images to be as accurate as possible, we understand that some designs may look slightly different in person.
The sofa is everything and more! I was nervous about not trying it out before buying but Gemma was so helpful, sending many images/videos and reviews to help me make my decision.
Great customer service (and it was over the Christmas period), great delivery service and stunning sofa!
Date of experience: February 07, 2025
Reply from Furniture Story
Thank you for your lovely review! We’re so pleased to hear that your sofa is everything you hoped for and more.
We also appreciate your kind words about our customer service and delivery!
Enjoy your beautiful new sofa!
The communication was brilliant, the service first class and the delivery man was exceptional.
Date of experience: December 30, 2024
Reply from Furniture Story
Thank you for your lovely review! We’re delighted you’re happy with your Fjord 2-Seater Sofas.
Your kind words about our service and delivery team mean so much to us, and we’ll be sure to pass them on to our team.
If you ever need anything, we’re here to help. Enjoy your beautiful new sofas!
Great sofa, great price, great service. Just 5 weeks from order through to build and delivery - all very smooth and efficient. Gemma kept me informed and the delivery guys were very respectful, even removing their shoes at the door without being asked. Cannot find fault with the company, people, product or service.
Date of experience: December 07, 2024
Reply from Furniture Story
hank you so much for the fantastic review! We're so glad to hear you're happy with your new sofa and the service you received. It’s great to know everything went smoothly from order to delivery, and that our delivery team was respectful and considerate. We truly appreciate your kind words and are grateful for your feedback.
A beautiful Daglas armchair with a classic design appeared in my living room. The chair comes from the furniturestore. The upholstery is made of soft fabric with an unusual texture. The material I chose Copenhagen is very nice to the touch. It has a wide seat, which guarantees comfort while sitting. I recommend it is very comfortable
Date of experience: December 11, 2024
Reply from Furniture Story
Thank you so much for sharing your experience! We’re so happy to hear that the Daglas armchair is a perfect fit for your living room. It sounds like the Copenhagen fabric is just right for you — soft and comfortable. We're glad you’re enjoying the wide seat and overall comfort. Your recommendation means a lot to us.
I absolutely love love this sofa thank you so much
Date of experience: October 16, 2024
I waited a few months to write a review as I wanted to make sure I evaluated my new sofa accurately. The ordering process gltiched and I panicked because I never made such a large purchase online. The owner called me even on a weekend to reassure me that everything will be fixed, which promptly did. The delivery was earlier than expected because the sofa was ready to ship. The two people who came to deliver it were friendly and efficient. Now the sofa - it's a gorgeous colour, true to the one on the images, the fabric is soft yet sturdy and easy to clean. No colour bleeding. The opening and closing mechanism is superb, and the sofa itself is an amazing area to have open with a soft topper to watch TV, play videogames or just lounge. Guests said it was comfy to sleep on. The only one issue I have with the sofa is that the foam on the seats is already flattening, and I am a small person, but the sofa has a 10-year warranty that makes me feel safe.
All in all I'm really overjoyed with my new sofa and with Furniture Story's services.
Date of experience: September 23, 2024
We received our sofa and the quality is amazing—it's absolutely beautiful! The delivery was spot on, and the delivery team was so attentive, handling everything with care. They even wiped their hands after removing the packaging before assembling the sofa. I can't recommend Furniture Story enough! Amazing quality, affordable prices, and 5-star customer service and delivery process.
Date of experience: September 05, 2024
Reply from Furniture Story
Thank you so much for your glowing feedback! We're over the moon to hear that you're loving your new sofa and that the delivery experience was smooth and handled with care. It's great to know our team went the extra mile during assembly—we believe every detail matters. Your appreciation of the quality and value of our products means a lot to us, and we're thrilled that our customer service stood out to you. Thanks again for your high recommendation!
I had choose sofa Candy with stool from Furniture Story.
Sofa is beautiful, comfy, practical and very smooth in touch (fabric Malia Silver). However, it was difficult, when I had to chase lady in reception for update when order was delayed. Sofa finally arrived one week after promised date, it was caused by breakdown in production, however it was worth to wait.
Also, the driver was very nice person, quick and professional to done finally touch (screw some things).
Date of experience: September 10, 2024
Reply from Furniture Story
Thank you for sharing your experience with us! We're delighted to hear that you're happy with your Candy sofa and stool, particularly the comfort and the feel of the Malia Silver fabric. We sincerely apologise for the delay and any inconvenience caused with the communication—your patience was greatly appreciated. It’s wonderful to know that, in the end, the wait was worthwhile, and that our delivery driver provided a quick and professional service. Thank you again for choosing us, and we hope you enjoy your new sofa for years to come!
Where to start... We ordered a 3-seater L-shaped sofa bed from Furniture Story after reading some positive reviews on here. Overall, the sofa seems well-made (well enough for what we paid), and the fabric feels fantastic.
We began by requesting fabric samples, and Gemma, the customer service advisor, was very helpful throughout the process of selecting our fabric of choice. Before placing the order, we were informed that delivery would take 5 to 6 weeks and although this seemed a bit long, we decided to go ahead because we loved the sofa we saw online. However, once we placed the order (and thus, paid), communication with Gemma slowed down significantly. She initially promised to keep us updated throughout the manufacturing process, but then failed to follow through sometimes, especially as soon as we fell into the 6th week (when the sofa was likely to be delivered), leaving our messages requesting updates unanswered. After a few attempts at contacting her, we finally got the sofa delivered, 8 weeks later.
While arranging our living room in anticipation of the sofa's arrival, we looked into purchasing a side table. We knew the sofa was supposed to be 226 cm wide, based on the online listing, but when we went back to double-check the measurements, the specific model had been removed from the website. We reached out to Gemma for confirmation but never received a response, and to this day, she still hasn’t replied. When the sofa finally arrived, it was too large to fit through our door (due to the armrest being attached on one side). The delivery team was very patient and took it back to de-assemble it, returning a week later to assemble it inside our home. Once set up, we realised the sofa was significantly larger than what we had originally measured. It was actually 250+ cm wide, not the advertised 226 cm, which, if you live in a small flat like ours, you can understand how inconvenient that is. This likely explains why we never received a response when we inquired about the measurements. Overall, the sofa looks great, but the pillows are oddly misshapen, not sewn perfectly straight, and the foam inside is slightly lumpy. The fabric is stunning and feels wonderful, and while I don't know if I would personally recommend purchasing from Furniture Story due to the poor treatment we received after payment, I must admit their sofas are beautiful. If you decide to buy from them, just be prepared that you might not get exactly what you expected.
Date of experience: August 12, 2024
Great service, efficient and quick assembly and above all great quality and solid workmanship of the product, I am very satisfied!
Katarzyna.
Date of experience: August 29, 2024
Reply from Furniture Story
Thank you so much, Katarzyna, for your wonderful review!
We're thrilled to hear that you're enjoying your Bono Corner Sofa Bed and that our service met your expectations. We take great pride in the quality and craftsmanship of our products, so it's incredibly rewarding to know you're satisfied. Your kind words mean a lot to us!!
Everything was just perfect, fast delivery, great product, excellent customer service I was contacted and kept updated about my purchase and delivery,I am really impressed , it was that kind of experience when you feel valued as a customer which you don’t get so often these days . Over 5 🌟 experience, highly recommend.
Date of experience: August 12, 2024
Reply from Furniture Story
Thank you so much for your kind words!
We're thrilled to hear that everything was perfect with your purchase, from the fast delivery to the product quality and customer service. Keeping our customers informed and valued is something we truly believe in, so it’s wonderful to know that you felt that way.
We're glad we could provide you with a 5-star experience and sincerely appreciate your recommendation. Thank you for choosing us!
Great customer service offered by Gemma, she had lots of patience offering me all details before my purchase as I am quite fussy, kept me updated with delivery details, happy with my Cosy 2 Seater Modular Corner Sofa Right Cold Beige Copenhagen 900 and the extra cushions I could order separately for this lovely boucle durable material! Thank you!
Date of experience: August 06, 2024
I am very happy with the sofa delivery service. thank you very much for everything
Date of experience: July 11, 2024
Absolutely love my new sofa, quality is great and it is very comfortable. The communication with the team was fantastic. Gemma was so informative and always available to answer any queries. I was updated at every stage of the order process. My property is quite small and the delivery team were brilliant when it came to delivering and assembling the sofa. Would definitely recommend their services.
Date of experience: March 28, 2024
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