We last used this company 3 years ago when we had a fitting out contract which included Bisley Filing Cabinets and they performed well enough for us to try to use them again for the the same items for three more contracts.
Early August 2019, we ordered 30 filing cabinets and were told that as these were a special order, delivery from Bisley would be 4-5 weeks - however, they could get 5 with 7-14 days. We accepted this and paid in full - and thank goodness we paid by card. We then sent an email confirming the code of the Bisley Cabinets and the addresses for delivery.
The first 5 cabinets were delivered but they were the wrong model and would not fit the installation area. We immediately informed Furniture @ Work of the error and were told by their customer (dis)service department, that it would take at least 2 days to investigate. We were then told that we had ordered incorrectly and it was not their fault... but they would come back to us. We kept on pushing and spoke to various people including a female who liked the sound of her own voice so much that she would not carefully listen to what we were saying.
We then emailed a layout drawing of ours from 2016 detailing the correct Bisley cabinets that we had previously ordered and delivered in 2016 - and it was these that we required again - as stated in our email to them confirming the order.
At this point they could see that they had fouled up - but rather than just supplying the correct ones, they tried to charge us more money to put their error right!. We therefore cancelled the order and asked for a refund - and this is when the icing went on the cake.
We ourselves take cards and do on occasions, need to give a refund. When we refund, it is immediate and without any long waits. However, with these jokers, it takes over 5 days to physically instruct their card company and then the normal three days to clear the card company's system.
A complete lack of care is shown by this company. They lie. They hold on to your money. They let you down and more importantly, they let themselves down. If this was the last office furniture company in the world, we still would not use them.
As a matter of interest, we placed the order with an alternative supplier who has matched price and is delivering within 2 weeks!
Review by Clamor Hoschek1 month ago
I ordered a small 2 drawer filing cabinet. Long story short, over period of 3 weeks I had to call them 7 times to cancel as the delivery company (Panther Logistics, also terrible) said they'd lost it. Each time told something different, even by same staff member: "need confirmation it's been returned" (although had never even been delivered), "need credit note as I'd been invoiced" (although had never been delivered) "would refund overnight" (although of course didn't). Lies all the way, never wanted to sort it out, refused to let me talk to manager even though it was my right, refused to put refund in writing, I assume because they knew it would mean they'd be legally obliged to follow through. I eventually gave up on 'Gerald' (aka 'Gerry' and 'Colin') of customer services and arranged dispute resolution with my bank. They were appalled at the ineptitude and refunded me immediately prnding vida dispute resolution.I'll leave it up to you to decide whether this company is worthy of your custom.
Addendum: two days after Visa raised this with the company the company sent me a credit note stating 'item returned' (it was never delivered) and refunded the full amount. I have absolutely no doubt that this was as a result of my bank chasing them. Their final insult was me having to call my bank to ask them to redebit the amount from my account.
Review by Budjik2 months ago
Like most people after looking at some of the recent reviews you would maybe rethink using [email protected] However, I couldn't recommend them more. Products were of great quality, delivery was fast and the delivery drivers were a great help moving all the stuff in. we were missing two bolts sets out of the whole order, called up customer service and they couldn't be more helpful and sent a two new sets straight away.
Review by Uenvime Bilirenko2 months ago
This company has lived up to it's reviews, wish I'd read them before ordering. They are a total shambles, and as another reviewer said, proceed with caution. The only way they will accept returned items is if they are unassembled and packaged in exactly the same packing as delivered. So when you order a chair, assemble it and it's not comfortable you can't return it. How therefore can an online company operate with a policy like that? Stupidly ordered another one before finding out I couldn't return the first one, but had been lulled into a false sense of security by their customer services who told me I could return it. Now had to pay £25 +vat to have the second chair collected which has taken them over a month to organise. Still not convinced they will collect it.
Review by Mendel2 months ago
Ordered many items from this company in the past but most recent experience has been shambolic.
1st off - next day delivery confirmation received, chased up after 2 days and told that was an error it should be 14 days. They will get someone from sales to ring me back......not a dickie bird!
Rang after 21 days to be told they cancelled the order but can get someone from sales to call me back tomorrow. Didn't process any refund, just left it on my account, as if I'm going to use them again...not a chance.
Absolutely not interested in their customers at all, sounded as if it was an everyday occurrence to them.
Shameful customer service.
Review by Juhmal3 months ago
They didn't have my desk in stock and I said I didn't want an alternative as found an alternative desk else where. I requested a refund on the 16th July 2019 and I am still waiting today (24/7/19) and they keep saying "3 working days" for refunds. I asked for this on the 16th! I think they need to do some long hard thinking on their customer service skills!
Review by Wiaam3 months ago
I ordered a desk with this company, spent quite a lot of money as it was supposed to be already assembled but instead it turned up flat packed. I called to ask them to look into it and deliver me an assembled desk and was told that I would hear within 48 hours but I heard nothing. I e-mailed them and again heard nothing back from that attempt and in that time the web site had been changed to say the desk was now flat pack.
I called again and was apologised to as the lady said the website had been incorrect but no return or compensation was offered although I know I could have insisted on a return.
To be honest I wanted the desk so I spent 3 hours putting it together. The instructions are very clear and whilst a little fiddly it did go together OK which is why I have given 2 stars. However, I paid good money (over £500 for a desk) as I thought it would be a desk for life and ready assembled. Having put this together and moved it once it is clear that like most cheaper flat pack furniture this would not survive even one move.
I wish I had read these reviews before using this company, there are much better and cheaper products out there and you will end up with something that you are disappointed with having spent far too much money. Customer service was polite but completely ineffective.
Review by Allahbux Buyok3 months ago
Very disappointed with customer service. Ordered some replacement keys but wrong ones were sent. Rang and requested the correct ones back in July - keep being promised that they are being delivered and nothing!
No response from customer services.
WILL NOT USE THEM AGAIN
Review by Cycler3 months ago
Curt, difficult, completely unhelpful when simply asking for pre-purchase information. If you're thinking of doing business with this company, I'd go and look elsewhere! I shall be.
Review by Sunlander4 months ago
DO NOT TRUST THIS COMPANY! They steal your money. You order an item for the next day delivery which they say is in stock. For the express delivery you pay 30-40£ extra of the order value. They then tell you its out of stock, send you something else but dont refund the difference of the cash you spent and express delivery which never takes place. ROBBERY.
Review by Ellona4 months ago
Terrible experience. I have ordered chairs for new office, with next day delivery, which never happened. Then they delayed the delivery 3 times. After waiting for two weeks, i called and cancelled the order. Next day they delivered the cancelled order, and to my neighbour office, without calling.
I called their customer service and spoke to Gerald, who said that he will contact transport manager and will arrange collection next working day.
Next working day i called again to confirm collection and Gerald said that we need to pay a collection fee??? For cancelled order???
I will be reporting this matter to Police as it is clearly a fraud. I also got in touch with Trading Standards and will be submitting a complaint if they wont collect this cancelled order.
Beware of this company, just terrible.
Review by Rossanio4 months ago
companY with no customer service.
Customer like me end up with strange penalties and fall in to long delays due to delivery issues.
No apologies for that apart from you have to chasing to customer service team to find out where is your product and they just awaiting for you to confirm extra charge for delivery- another way to earn money.
Please read all other reviews before choose this company.
This company has no customer respect.
Beware of their delivery team
Review by Damitha4 months ago
I bought a executive leather chair which turned out to be fake leather ,they wanted me to pay £30 for return ,awful customer service ,never dealt with cowboys like this before ,I am going to take them to the court ,just avoid them if you don't want any upsetting later .
cowboys cowboys cowboys
Review by Haus Schauenberg4 months ago
I ordered a small 2 drawer filing cabinet. Long story short, over period of 3 weeks I had to call them 7 times to cancel as the delivery company (Panther Logistics, also terrible) said they'd lost it. Each time told something different, even by same staff member: "need confirmation it's been returned" (although had never even been delivered), "need credit note as I'd been invoiced" (although had never been delivered) "would refund overnight" (although of course didn't). Lies all the way, never wanted to sort it out, refused to let me talk to manager even though it was my right, refused to put refund in writing, I assume because they knew it would mean they'd be legally obliged to follow through. I eventually gave up on 'Gerald' (aka 'Gerry' and 'Colin') of customer services and arranged dispute resolution with my bank. They were appalled at the ineptitude.I'll leave it up to you to decide whether this company is worthy of your custom.
Review by Terrileigh5 months ago
placed my order almost three months ago, so long ago i forgot about it. i phoned them to remind them and they said they would post it that day. Despite the clear delivery instructions the driver delivered it to an address that doesn't even exist. so a complete and utter mystery where my order is or whether it existed at all. we may never know. so i phoned them and told them that 15 A doesn't exist because i live at 15 and it's a house and only one door exists and i have not had it. the instruction clearly stated to leave at number 16 opposite as someone is always at home. so they said theyd send another that day well i am still waiting 10 DAYS LATER. WHAT AN UTTER FARCE
Review by Chadvas Massjuk6 months ago
I ordered from these guys and received a call to confirm the delivery address so I assumed the items were out for delivery.a day passed with no delivery and I called in and spoke to someone who said they were going to part ship my order the next day.
Nothing turned up the next day.
I came to trustpilot and read the reviews and got a shock I thought this company was a scam from the all the bad reviews here.
The next day everything turned up so i was very pleased..
Review by Grandpa6 months ago
Review by ArtR Pretzl6 months ago
Ordered a lockable cupboard and paid for the full installation service. It took about 3 times the time to arrive that they said it would. Despite paying for the full installation service, when it eventually arrived, after much chasing, the one delivery person said he couldn't carry it up the stairs. He wasn't allowed to! We eventually persuaded him to help one of us carry it up. He left and we realised the internal shelves we had ordered with it were not inside. These took another 2 weeks to arrive. Cupboard lock is very flimsy. If someone pulled the handles hard it would easily open. Would not order from them again.
Totally misleading about the full installation delivery service. Contacted the company they weren't really interested.
Review by Aouatif Mucharafieh6 months ago
Ordered two office desks over a month ago for next day delivery, was called to say tat these are not in stock and was given an alternative of two slightly different desks with additional cable risers. This alternative arrangement was ok for me, however it delayed the deliver process by a couple of days at first. Upon delivery I received the wrong legs for one of the desks, plus two instead of four cable risers with no fittings. So we asked for the desk legs to be changed and if we could hand those two useless cable risers back again, as it turned out they were unnecessary and arrived without the fittings anyway.
Almost two weeks later, I finally received the correct legs for the second desk and the two missing cable risers, which by then we had already said we didn't want.
Long story short, it has now been OVER A MONTH of me phoning and emailing them, speaking to every member of staff in Customer Services to try and get a refund for those cable risers and the Next Day Delivery charge. I don't think we can call this next day delivery by now. But I still have not heard anything about this refund, every time I call I am being told they are looking into this and no decision is being made. STAY WELL AWAY from this company! POOR SERVICE
Review by HDSQuared7 months ago
It seems that I had the same problem as other reviewers. I paid extra for one day delivery which was well over £30 extra and instead of getting my furniture on the Friday I got it the following week. My phone to complain expecting a refund of the one day delivery charge and this was refused point blank. Furniture was delivered with chips to the wood but to be honest I don't want to upset myself by dealing with such an unhelpful and un customer focused company
Review by Markoman Zazou8 months ago
Ordered desk and 3 drawer cabinet, although parts of the 3 drawer cabinet were not up to standard, they were replaced with no quibbles
Review by Ergis Lucat9 months ago
I ordered a chair and paid £200. When it arrived, I assembled it to see if it was comfortable. Unfortunately it wasn’t and I emailed them to arrange a collection. I had to wait a week for a price to have it returned. As it was assembled, they wanted £84 to have it returned. The cost with DHL was around £35 and the reason they were charging me this much is because the chair had been assembled. I did tell them that I disassembled it and it was back in the box it it’s original box, but they refused to reduce the cost. Really bad customer service and there is no mention in their Terms on Returns that they charge £84 to return goods that have been assembled. I was not expecting such an excess in cost. Had I known this cost I would have never ordered the chair !!!!
Review by MSgallagher Tennefrancia9 months ago
The company doesn't warrant even one star. You pay for next day delivery, at a substantial additional cost, and it takes them a week to deliver. When you ring up and ask for a refund they say no.
Extremely bad customer service.
Review by Rakhshanda9 months ago
In my office at work I'm lucky enough to have a very deep desk, which means that I can have my entire forearm wresting on the surface with plenty of room left in front for the keyboard and computer monitors. At home my desk was very shallow meaning I had to perch my wrists in front of the keyboard and awkwardly wrest my forearm on the armrests of my chair. Far from ideal! I decided to do something about this and look for a new desk.
I spent a little while browsing around for one, but was ultimately disappointed with the offerings of places like Ikea, John Lewis etc. All of these places were mostly only offering similarly shallow desks, unless I wanted to pay an absolute fortune for a basic bit of equipment. It was at this point I decided to start looking at places marketing their desks towards businesses rather than the consumer world. Here is where I stumbled across Furniture At Work.
I found a desk on their website that was exactly what I was looking for. Oak-looking finish, perfect dimensions for my space, and good cable management options. The price was reasonable, and they were offering free delivery to residential addresses so I didn't hesitate to order. I really wish I had! If I'd had stumbled across their Trustpilot reviews, I might have thought twice about ordering... but unfortunately I didn't.
My desk arrived within a decent amount of time and the courier phoned ahead to let me know when he would be coming. This was much appreciated. The delivery drivers were very friendly and after unpacking the flat-packaging I was immediately very pleased with the quality considering how little I paid. However, I noticed that the instructions that had been included for assembly were for a bookshelf, not the desk that I ordered. At this point I thought it was just the instructions that were wrong as I had already unpacked the top of the desk and could see that it was correct, so I contacted customer services and asked for a digital copy of the instructions. The individual I spoke to (his name was Gerald) was most helpful and got the correct instructions to me very quickly, however as soon as I started to read them I discovered that the instructions were not all that had been sent to me incorrectly.
The first step of the instructions made it clear that I needed a type of screw that I had not been provided, and another phone call to customer services confirmed that I had also been sent the screws for a bookshelf, not a desk. This customer services representative was not helpful at all. Completely unapologetic and unwilling to take any responsibility. All blame was passed to the warehouse who "take 48 hours to respond" so I was left to play the waiting game. Eventually I receive confirmation that the correct screws had been dispatched, which I eagerly await delivery of. Once they arrive, I thought this already incredibly frustrating experience was finally over, but of course was I wrong.
When I attempted to fasten my newly acquired screws to the desk legs that I had received, it became obvious that I had not been sent the right desk legs either! At this point I thought somebody must have been playing a practical joke on me and I was waiting for the hidden cameras to appear. Yet another phone call to customer services confirms it, I had been sent the wrong legs and had to wait for yet another confirmation from the warehouse and yet another delivery window to collect these legs and deliver the correct ones. Luckily this time I got Gerald from their customer services team again who once again was very helpful so I wasn't left feeling completely disheartened like I was after some of my previous phone calls. That being said, by this point the whole palaver was really starting to get on my nerves.
Some more time passes and I am finally in receipt of the correct legs. Do my issues end here? Not quite. I get to work on my latest attempt assembling the desk, only to find that 2 of the holes are not big enough! I'm supposed to hammer these little threaded silver cylinders into these 4 specific holes (to thread the desk feet into), but the first 2 holes are smaller than the second 2. The cylinders hammered straight into the first 2, but it was literally impossible to get them into the second 2 - they were way too small. After triple checking that I wasn't losing my mind and that these are definitely the holes that I'm supposed to be hammering into, I decided I'd had enough of phoning their customer services and took matters into my own hands. I took a thin drill-bit to around the edges of the inside of the holes to widen them out a bit which eventually allowed me to hammer in the cylinders. Suffice to say, I was fuming by this point. Later on in the instructions they show a picture of the under-side of the desk surface, which has several more holes that my desk surface underside did not have. About to lose my rag, I held it together and decided to attempt proceeding and luckily the extra holes shown in the instructions were not required, so I was able to finally assemble the desk.
When all is said and done, the quality of the desk is fantastic for what I paid. It does exactly what I was hoping it would and I'm extremely happy with the desk. I will definitely be keeping it, but it was not worth the hassle. The only reason that this review is a 2 star review instead of a 1 star review is because the desk is great and because of Gerald in their customer services team, the only person in their customer services team (that I spoke to) who was was able to actually assure me that my issues were being taken seriously and would be dealt with.
Overall, whilst my experience was far from enjoyable, at least I got a good desk out of it and didn't pay too much. That being said, I won't be ordering here again and would encourage people to stay away if they can find a suitable alternative elsewhere.
Review by Sophiiee10 months ago
How I wish I’d read more reviews before using this company. They have let me down twice with delivery. Don’t trust next day - it doesn’t arrive. They offer you alternatives, but that is not the point. Next day should mean next day.