Raft Furniture Reviews 

I bought a Madison couch and footstool. I was told the footstool would match the couch since there wasn't one in their WestField store. When the items arrived, the footstool had a shorter, square-base compared to the curved, taller base of the couch. The cushion on the footstool was also super firm and taller than the couch's cushions. The 2 items could not touch because the footstool's cushion was protruding so far over the footstool's base. I was expecting a matching set! I complained asking for the footstool to match the couch and Raft refused saying all their footstools come with a square-base irrespective of the couch's design! Nobody told me this! I was misled! Raft refuse to provide a refund! Terrible customer service.

Very friendly salesperson, offered a lot of information. Overall this is how a shopping experience should be.

Order number 125564:

We bought a set of 6 Clayborne Chairs. All 6 arrived damaged. Awful!

I have a sofa and several storage units from Raft. They sent the wrong shelves in my last order, but sorted it out promptly. I’m quite happy with the service from their delivery team.

Tony and the team at Raft St Albans have offered first class customer service for a number of different purchases we have made over the last 12 months. There is always a warm welcome in store with a drink and a chat and the guys are extremely knowledgeable about all the products and have great ideas about what works together. Will be back again soon!

Bought a sofa and a beautiful glass / timber table. Great products and great service

I purchased my 2nd sofa in 5 years from RAFT . The experience before ordering in the Richmond store was very positive and informative .
Once ordered and recieved my 2nd sofa had cushions that I didn’t like the look of as they wrinkled badly . I contacted Kelly at customer service who was excellent and extremely helpful . Suggesting that I consider a different insert at no charge ! Then proceeded to order and arrange delivery . My new cushions look amazing we love the sofa !

Very kind staff and good quality furniture

Love wood earth and balance for my home. This shop has it all with a cup of tea as well 😊🙏🏿

Kamil was so helpful and extremely knowledgable about everything we asked. I’m an avid Raft fan (my home is feels like their showroom) and, after the closure of their Bristol store, feel delighted to have found one in Westfield, London.

Very stylish, amazing quality, top class service from St Albans store.

Bought a very expensive sofa from them. Went into the store twice in Westfield Shepherds Bush to see it and give specific instructions. Kamil who works in the store got the order wrong and me and my wife now have to pay for his mistakes to rectify the situation.

We got a sofa here and we couldn’t be happier! We customised it and had a great customer service along the way. We keep coming back and will in the future!

The initial impressions were great. Helpful and accommodating customer service. It was after payment for a bed that it went awry. We waited 26 weeks - not the ‘8-10’ stated on the invoice. Then it arrives with no mattress. All the pictures online show a frame with a mattress, and the usual meaning of the word bed means something one can sleep in. Chat service said to ring customer services who weren’t available so I emailed and have heard nothing in 5 days.

Amin & Saliha - exceptional customer service!!

Can't recommend Raft enough. The team walked me through the process of choosing my sofa end-to-end. Keeping me well informed on progress & accommodating to my needs. Thank you so much for your help - it made the process seamless!!

Saliha was very accommodating, complimentary and helpful and had an all round knowledge of what I was interested in

I'm leaving another review to answer the response below and to keep things transparent for other customers.

To clarify a few things:

- I am not questioning the experience of the delivery team
- I accept that they chose not to deliver, I'm not questioning their decision
- However I fulfilled my obligation as a customer based on the terms on the website. The delivery route was clear and accessible. As such, I am legally eligible for a refund
- Additionally, based on previous deliveries to the property, I can prove that it would have been possible to deliver the item
- Again, I am not questioning the delivery team's decision not to deliver. That's their choice. And that's the point. They chose not to deliver and I am being penalised. It's unlawful and unethical
- A credit note is not a gesture of goodwill, positioning it as one is a manipulation of words. It's the bare minimum
- As you know, I do not need or want a credit note as I bought replacement furniture for the item you failed to deliver or provide any follow up on
- You say you have reviewed my case and tried to be flexible, but this isn't the case. The only thing that's acceptable is a refund. You have had my money for nearly a year. I fulfilled my obligation as a customer. I don't have any goods. There is no valid reason not to return my funds to me- especially when you can sell the item I purchased, which has probably already been purchased my another customer
- I do not want to email the customer service email- responses are slow, as evidenced by the fact that even my bank are unable to make effective contact, and nothing is resolved just the same meaningless words, empty apologies and no action or help.

Hello there,

Thank you for reaching out and for providing such detailed feedback about your experience with us. We understand your frustration, and we genuinely apologise for the inconvenience caused. I’d like to take this opportunity to address your concerns and clarify a few points.

We completely appreciate that you chose Raft based on the quality and design of our furniture and that you had high expectations for the delivery service. Our delivery team, including Mark who has over 20 years of experience (having worked at Raft since we opened in 1999), assessed the situation on the day of delivery and felt that carrying the chest of drawers down the stairs would be challenging with only two men, even with the drawers removed. Our priority is always to avoid potential damage to the property, the product, and of course, the safety of our delivery team. I understand this decision was disappointing, and I regret that you were not notified immediately of this concern.

We are truly sorry that the lack of follow-up communication made the situation more frustrating and I will look into what happened here to make sure it does not happen in the future. Once the delivery issue was raised, we should have reached out to discuss alternatives, and I acknowledge that this was a missed opportunity for us to support you better.

Regarding our terms and conditions, it does state that it is the customer’s responsibility to ensure that the delivery route is clear and accessible. As a gesture of goodwill, we offered you a credit note or the option of a four-man delivery service, which would have addressed the issue with more support. The four-man delivery normally incurs a charge of £100, but we waived this fee in your case to help resolve the situation.

We understand that you’ve since purchased an alternative set of drawers, and while our policy does not typically allow for a refund in such circumstances, we want to assure you that we have reviewed the situation carefully and tried to be as flexible as possible within the constraints of our terms.

Regarding your inquiry about the Section 75 claim with your bank, please send an email to customerservice if you would like to discuss this further.

Once again, I apologise for any frustration caused. We do value you as a customer and regret that we weren’t able to meet your expectations on this occasion. If there is anything more we can do to assist or if you have any further questions, please don’t hesitate to get in touch.

Saliha was brilliant and very patient to provide us with all information about the sofa beds. Will definitely consider buying from this brand as it’s a very promising start customer service wise.

We love this shop. Kamil was excellent, kind, thoughtful, and made my wife's evening with the mulled wine!
We love Raft so we'll be back

Amazing customer service, but with no pressure