Furl Reviews 85

I placed an order with Furl and paid an extra £100 for express delivery, so I could receive my order by 20 October instead of November. After payment, I received confirmation of both the order and the delivery upgrade.

About a week before the scheduled delivery, I started calling Furl to confirm the delivery details — but no one answered the phone for four days. I also sent them an email asking for an update on my order status, but never received a reply.

Eventually, I tried contacting them via the chat on their website — again, no response. Then I opened the chat from another laptop and, just to test, asked a question about a different product. This time they replied immediately. Once I mentioned my existing order, they told me to wait half a day as someone would “definitely get back to me.” Of course, by the end of the business day, no one did.

I called again several times, and on the third attempt a woman finally answered. She said there were some “issues with parts” and that the delivery would be delayed by another 4–5 weeks. I asked to cancel my order since I no longer wanted to deal with such an unreliable company. She said her manager would call me the next day, but I politely refused and asked her to just cancel the order. She still insisted on the call.

So not only did they fail to inform me about the delay — even though I paid extra for express delivery, clearly indicating the delivery date was important to me — but they also completely ignored my messages and calls. The fact that they responded instantly when I asked about another product in a different chat clearly shows they were choosing to ignore existing customers.

And only when I decided to cancel the order did they suddenly become eager to contact me. I wonder what their managers were doing during the previous four days when no one was answering emails or picking up the phone.

We visited the Swiss Cottage Showroom and were made very welcome.There was no pressure to buy,and we were allowed to try out every bed.M was a fountain of knowledge and helped us decide on the Right bed for us.Delivery and installation were a breeze The Delivery team were excellent Our Swan Sofa bed oozes quality and comfort Very easy to operate.Thanks again to all the Team at Furl

Furl’s customer service has truly improved since my initial concerns. On April 14th, their team arrived promptly to repair the bed and efficiently replaced the necessary screws and bolts. I appreciate their willingness to resolve the issue and ensure my bed is safely assembled. The technician was courteous and knowledgeable, providing reassurance throughout the process. Therefore, I am pleased to update my review to five stars, as Furl has demonstrated a commitment to customer satisfaction.

We visited Swiss Cottage Showroom and purchased the Mellow Sofabed.
Sales experience was good, Marcin was attentive and informative.
The sofabed was delivered on 7th Feb 2025. After 5 weeks (approx. 12hrs of use per week) the seat cushions have flattened and we now feel the bed frame beneath us. Not comfortable at all, which is a shame as the sofa looks nice.
On spending over £3k for a sofa, we would expect better quality, not use of substandard quality of materials. Since Furl praise themselves as being experts in sofabed comfort. This is very disappointing.
We have contacted customer services asking for solution to resolve this issue ASAP, but it has been weeks and still no progress - we have been advised someone will have to visit to assess the problem, however, we are still waiting for confirmation on date of visit.
As Furl offer a 60day return policy for full refund, we are now approaching this date and I have asked for an extension whilst this problem is being resolved. First response was glazed over, so have raised again - if they cannot offer an extension, I will be returning the sofa bed as we cannot be sitting on something so uncomfortable.
Am hoping for this to be resolved soon and will update rating depending on service.
Right now, not impressed with poor quality of seat cushions and slow response from customer service.

As soon as we decided to purchase a sofabed we did a search on google to check what our options were as we had never bought a sofabed before. It was clear that Furl was the only maker of good quality sofabeds which could be relied on for daily/nightly use.

I found the website perfect for helping us decide on colour, design and price and all the staff were so pleasant and helpful when I rang them (regularly!) with queries. They were happy to accept my requests and kept me well informed on the progress during manufacture.

It is now installed in my daughter's bedroom and she is absolutely delighted with it! Thanks to the lovely thick, well supported mattress she can get a good sleep at night, but also have extra space during the day once the bed is folded up.

Expensive - yes, but it shows in the quality of all the elements of the sofabed which will undoubtedly give good service and much pleasure for many years to come.

fantastic company and customer service too.
as they are helping me with a certain company who is making my life a misery at the moment.

great live chat too.

First class product a very professional team that delivered and installed our sofa bed.

An absolute pleasure to work with this company from the start, which in this day and age is refreshing!
We ordered a Tokyo sofa bed without even seeing it. Everyone was so helpful and yesterday Paul delivered our lovely sofa with great communication and a cheerful smile.
I would 100% recommend this company and deal with them in the future.

Janette Millan

We have had our Furl beds for over 3 years and just love them - I asked Marcin and his team to dismantle my daughters bed and install it in her flat - they were in and out of my house within 40 minutes and had the bed set up within 2 hours. Great service delivered with professionalism and a smile - thank you! And my daughter’s over the moon - best nights sleep since she left home!

Good quality bed, Good communication throughout and great installation.

My nephew who received the sofa said they were quick , nifty and explained the mechanism of the sofa bed. Very professional

I don't normally buy furniture without viewing but that was not possible in this case. I spent an age on research and it has to be said that I am not disappointed. From start to finish the entire experience has been superb. From the extremely helpful initial enquiries right through to the final set-up. The quality is excellent in all respects. The storage space is maximized as said and is able to hold way more than I expected. The design truly thought out. The delivery/fitting team were just great. Good communication regarding time, friendly, respectful and efficient along with pointing out everything that I needed to know. I wish more were like them. Thank you Furl, very happy all around.

Your delivery team kept us informed so we knew when they were due to arrive so that was very helpful. Both members of the team were polite, professional and skilled at their job. When they had assembled the sofa they spent some time showing us how to operate it and gave us a few tips on how to get the best from it. We also appreciated that they had made a long journey from Watford to Devon...and back again. Overall we think they were the most professional and polite team we have experienced. So a hearty 'Thank you' to both of them and also to the Furl Team as a whole.

I have had my Max Storage bed for over a year now and I absolutely love it. The mattress is super comfortable and made with natural fabrics which was important for me. I honestly feel refreshed and energized in the morning, rather than in a state of constant aches and pains. The storage is huge and it was absolutely necessary for our studio flat. King size was a great choice for us, a couple with a dog who always sleeps with us 😉 MJ was super helpful in terms of getting everything we needed and helping with all decisions. 5-star service!

The service doesn't match the price tag. After purchasing a sofa bed we quickly found out that due to the folding mechanism the bed has a dip, those with back problems beware. Furl were quick to send someone out who said nothing could be done it's the design mechanism. They stated maybe we should purchase a firmer mattress as we had the pocket sprung. Went to purchase the mattress it states on the website £345 however we can't get it at this price as we are only purchasing the mattress alone so the price is £600+ no where on the website has this been made clear. Bearing in mind when we originally ordered this in stock sofa it was meant to carry wooden slats which it did not they were asking for extra to change this around but luckily we had a screenshot of the image advertised. Suffice to say we did not get what we pay for. We already have a sofa bed with issues and clearly they're more interested in money than trying to do right by their customers. The gentleman in the Chelsea storeroom is the epitome of bad customer service.

Purchased the Metro sofa at over £3000. Had to be sent away for repairs twice in 12 months. Design of storage is great but at the expense of the sofa. Sofa is narrow, uncomfortable and cushions severely dented after few months. Purchasing this sofa is an expensive mistake I will have to live with alas.

Great product and service, I couldn't be happier with my wall beds.

The sofabed was delivered on time and the staff were friendly and helpful throughout. The seat, though, was extremely firm to the point of being very difficult to sit on. However, I was assured during the delivery, and again a few weeks later when they returned to correct a fault, that the firmness was only temporary and it would soften in time. Sadly this has not happened and it is now some 5 months since I bought the sofabed. As I cannot use it as a sofa and it is way too late to return it, I am reluctantly having to sell it at a considerable loss. My fault, I suppose, as I should have taken action earlier but in the circumstances I'm unable to give the item a higher rating.

We have a wall bed that turns into a sofa and are quite disappointed with it. It’s very difficult to pull down bc there’s hardly any space for your fingers, and there’s a huge gap between the headboard and the mattress. The mattress is their top end but it caves in in the middle. It was incredibly expensive. And when we complained about the difficulty of pulling it down, the designer was rude and condescending and got very defensive. He didn’t do anything to address this specific issue. We would not recommend this product.

Great bed, great delivery. The men assembled the bed without fuss and were very friendly. They explained a few things and tidied up before leaving. Nothing bad I can say about the whole process!