fisheandlilly.com Reviews 

Brill customer service from Stephen - would 100% buy from them again

I never normally write reviews but this has now become ridiculous and I don’t want others to go through it.

I ordered two bedside cabinets and a dressing table after reading good reviews. I received an email saying they would be delivered 2-3 days later which was great. But then on the delivery date I received another email late in the day saying they hadn’t managed to get them out. Fine, I understand these things happen.

However, I was then called by the delivery company on a random mobile number with a garbled voicemail that I couldn’t hear. Nobody tried to actually deliver my furniture. Next thing I get told that the delivery has been cancelled and sent back to the company and the delivery company can’t do anything.

I’ve been back and forward with F&L multiple times via email where they keep reassuring me that it’s on its way and that I need to get in touch with the delivery company to rearrange a new order. But then I’m also in touch with the delivery company who say it’s not true and a new order needs to be raised. Loads of WhatsApp messages and emails and in the meantime my money has disappeared. Does make me wonder if all the reviews on here are company generated and this is a scam company, so please do consider when purchasing!

If it’s a simple miscommunication between delivery company and F&L then please sort it out asap. This is really poor customer service if so.

Lovely item with a slight issue, the customer service team have been amazing. Quick replies, helpful instructions and a new item is already on the way. Muskan‘s help was fantastic.

I was looking for bedside tables to match my headboard, but as it was a spare room I didn't want to pay a fortune. I found the tables at Fishe a Lilly and they were perfect. All we had to do was attach the legs. The table itself was nicely made and felt sturdy. Delivery was very quick. I would definitely use again.

I had a wonderful experience, parcel was not delivered properly by the delivery partner and ended up lost. I informed the F&L team and got a very swift response and received a replacement a couple of days later - really good customer service and the oak table turned out very beautiful and good quality. Will definitely return.

Beautiful made chest of drawers delivered on time.

The customer service provided by Stephen was greatly appreciated. In a understanding tone he provided a resolution rectifying the issues at play swiftly.

Parcel arrived promptly with everything very well packaged. Communication with the company (Stephen)was extremely positive and he dealt with queries promptly, giving helpful advice.

It's a beautiful bedside drawer unit. Easy to assemble. Arrived very quickly.

Stunning product at a great price point. We had a slight issue with the order delivery as one item was missing but, after an email late on the Saturday, Stephen contacted me straight away. By the next working day, we had our missing item. I would not hesitate to order again.

Appalling customer service. Desk ordered had 2 bigs chips on top and uneven varnish. Emailed customer service with address (still) on website no reply. Phoned customer service 3 days later to be told to email on another address which I did and no reply. Follow up email yesterday, no reply. Really disappointed. Desk does not look as nice as in photos and is not of quality I would have expected. Customer service diabolical.

My order was dispatched next day and arrived promptly. Really pleased with the furniture - solid wood, excellent quality. I'd buy from Fishe & Lily again without hesitation.

Nice seller. Delivery could be faster.

Solid wood furniture, really lovely designs, at a reasonable price point and delivered quickly. We are very happy with our bedside tables and TV unit.

Beautifully crafted, high quality furniture that elevate the space. Quick delivery and excellent customer service. Highly recommended!

What a great experience!.. ordered two bedside tables, they arrived quickly . The tables were beautiful and well made , unfortunately I needed something bigger for the room I wanted them for. Completely my fault for ordering the wrong size. Stephen on customer service was brilliant and organised collection. Wouldn’t hesitate to order again from this company, 5 stars.

I ordered a bedside table from F&L, and everything was brilliant. It arrived quickly but the colour was waaay too dark with our other furniture. It was then an easy process to communicate and confirm the return, with clear return packing instructions.

After this is when it all went downhill. Clear dates that would work for collection were sent to them, which were ‘booked’ and then ‘issues’ with DHL meant people turning up to collect when we were not there. The parcel was collected, but no confirmation from DHL nor F&L sent to say this had been done. Had to chase multiple times over emails (which were simply not responded to) and phone calls to confirm F&L could see the item was collected and confirm my refund would be processed, with me being told that they couldn’t see it had been collected despite the courier having taken it (I have ring doorbell footage to show this). The customer service team simply were not reading anything that was sent nor proactively communicating at all.

It’s only when I told them I was going to pass to Amex to investigate that I had a confirmation email my refund was being processed. This has really tainted my whole experience with this company and now would not look at ordering from them again, which is a real shame.

EDIT: Today, I had a DHL courier turn up to deliver the item that I had packed to return to me (it had our tape all over it and was how we had packed it). DHL were incredibly helpful and showed me what they had been requested to do by F&L, which made no sense. Contact with customer services at F&L still blaming DHL for this and taking no accountability. Also no clear confirmation on the timeline to process the refund, nor the amount being refunded to me. They completely ignore what’s written in emails and just reply with what they want to.

Navi was very helpful with my query regarding an issue with dining room chairs and directed my query to Stephen.

After explaining the issue, Stephen was very prompt in replying and with solutions.

Excellent customer service!

Order was placed and then we received notification. Great. Then the delivery company said they were unable to pickup and in ringing no-one seemed to know why. Neither delivery nor Fishe. Anyway, it came a week later. The delivery service was atrocious. Our front door was blocked so they needed to come in the side door, then seemed to give up and just dumped the item in the side door and walked off. My wife then had to unpack and drag upstairs on her own as I was not in and we are now left with all the boxes and packaging to take to the skip, which is usually the responsibility of the delivery team. The item is great, tainted by garbage delivery.

Ref the response - the speed was the lesser of the issue, the dumping of the unit just inside the back door, not carrying upstairs nor removing all the packaging was.

Order came very quickly and exactly as pictured/described. Was great to not have to build anything either - godsend.