Furl Avis 86

I wish I had seen these reviews before visiting Furl’s London showroom. After 4 weeks of delay to the original delivery estimate (which was already 8 weeks wait), the Mirage bed finally arrived. I was very excited about the bed as it was sold very well by David Norman at the showroom but when the delivery guys were assembling it, I noticed a gap in the middle of the storage box which the delivery person said would remain as our floors were not carpeted. When I refused to accept this, he inserted a foam sheet underneath the bed to make the gap fill up. The wood used is creaky and chipped at the corners. The headboard attached to the bed is wobbly! Could you fix this FURL? David Norman boasted about the beds as if these were made up of solid oak wood but unfortunately for the price I paid, FURL failed to live upto my expectation. IKEA has better beds.

I purchased a Max Storage bed in 2014. So far so good . until I moved. First of all it was hard to get a response from the company regarding information on how to dissemble the bed. And on arrival ... the removal men were unable to get the bed pistons functioning.
It was extremely difficult to get a response from the company despite daily phone calls (leaving messages) and contact thru their website. This included emails to two people and sending photos. NEW PISTONS MAILED TO ME AFTER POSTING THIS PLEA AND EASILY REPLACED. THANKS FOR RESOLVING THE ISSUE!

Bought two sofa beds from Furl. The Vasca 3 seater for the spare room and the 4 seater Nuvo as our main sofa in the lounge. Really enjoyed the showroom visit - everyone very helpful and knowledgeable about the products. I was concerned if the Vasca would make it up the narrow staircase to the second floor in my house so Tim and Olaf brought the mechanism round early on to check it fit and then left it until the rest of the sofa was ready for delivery. Delivery was as planned and Tim and Olaf again - they were uber professional (i like it when people put plastic coverings over their outer shoes without having to be asked...) and assembly was uber quick and slick. It was all very seamless/easy and i’m really happy with the quality of the products. Excellent all round!

Note all the positive reviews are from the scam site reviews.co.uk Furl only publish the positive ones and nothing critical hence the very high rating.

This review should be caveated by the fact that I bought it online without visiting showroom. You can review precisely what I bought in March of this year below and verified by the email receipt from vendor. Should also note I have waited 6 months + to review so I could test it thoroughly.

David was professional and generally well meaning throughout.

The spec I eventually chose included premium leather fabric. I was sent A5 size samples from a company in Rochdale which was helpful.

Skip to the delivery and I selected anytime after 14.00 on a Saturday. The delivery men were waiting at my house around midday when I arrived home with my family from taking son to his swimming lesson.

When in my hallway, as I turned around with toddler in arms the 2 men, without asking, were unloading the sofa bed parts from the van heading straight towards us, where we had not even taken our shoes off. This led to a confrontation. Fortunately the more experienced of the two men helped diffuse the situation and gave us some time to prepare. It was a bad start.

On to the product.

It was a bit higher in back than expected, and it turned out I had been wrongly informed by David on that matter. Frankly I need not have paid the surcharge for the higher back. Looking back at my emails he was wrong on the back height by 10cm. I am quite sure this was a genuine error.

The feet don’t touch the floor (hard wood) on either side (pictured) I was irritated that feet were an added extra in the first place and told it helps with balance if someone sits on the arms. They are twee in size and a full cm gap between bottom of feet and floor looks daft.

The leather fabric didn’t match the sample in texture. Far smoother and less rugged. This maybe because the samples were old. Not sure but not as expected, generally more anodised and less characterful than I’d hoped.

The sofa is basically very hard to sit on and not that comfortable for me personally. If you look at the design the seat cushions are hollowed to allow space for the mattress to fold below, can’t be much more than 8cm depth beyond the front of the seat cushions. So looking at the sofa from the front is deceiving, that is only the depth right at the front (pictured).

Underneath is a folded metal bed frame so naturally hard.

The cushions for this model are foam covered by feather/down . The feathers are lumpy and too coarse even under leather. To be honest I have no idea why they didn’t select softer feather/down or just have foam.

We opted for the buttoned seat backs. Wish I hadn’t. Slightly uncomfortably stick out and hang precariously by a thread. Look good though.

The Lampolet mechanism is excellent and well documented.

Mattress is good enough and 2m length is excellent. There are considerably deeper mattresses on the market for Lampolets mainly in Europe like ARREDACLICK, upto 20cm, so at 14cm you will feel the frame under the mattress when moving about. Still about the best on the market in the UK.

Gaps at the side are annoying and make it dangerous when babies / toddlers on bed as they fall down gaps and quite hard metal below. (Pictured)

All of the added extra costs for some things like feet, that should have been included in the first place, left a bad taste.

Overall it was a big investment and I am far from delighted.

Full details from invoice below:

* Model: Duette Medium 3 Seater
* Fabric: Old English Tan Leather
* Feet: Walnut
* Arms: Straight
* Backstyle: Buttoned
* Mattress: Coil
* Higher Back: Yes
* Delivery option: Home Installation
* Weekend Delivery: Yes
* Total Amount:£2,830.00

Update to Furls reply
As standard David Norman will not accept any critism and likes to harp on about their quality. You still haven’t answered why the bed base is now over 100% more than 2 years ago. You now call the damage physical damage. I did not cause the damage myself. You should have provided base boards that were fit for purpose I wasn’t expecting any good faith from furl so I’m not holding my breath. Others be warned.
I purchased a max storage bed back in jan 2016. Guys from furl came and did the installation on time and were very courteous. Once fully installed and after the installer had left I noticed that the bed came without a solid base instead having a canvas base. I also noticed that one black plastic slat insert was squashed in. I contacted furl and was told that the max bed came without a solid base and that they could arrange solid boards to be fitted at a cost of £95. Jessica from furl also told me that when they come to install the solid base the installers would look at replacing the slat insert she also asked me to send pictures of the problem which I did. To make it clear the bed coming without a solid base was not something furl did wrong I selected the wrong style of bed and was happy with the resolution at the time.
The base was installed a few weeks after placing the order. The installers checked the plastic insert for the slat and said it was fine and didn’t really cause any problems so they left it.
Further down the line I noticed that the particular slat in question was resting further down from the others and made a noise when someone sat on the bed. Contacted David Norman who sent replacement insert for me to install myself. I also emailed David about the quality of the bed base which has chips on the edges and one board has chipped from the centre where both boards meet in the middle. He replied that replacement boards would cost £195. I wasn’t happy with his reply firstly the price for replacing the boards had gone up over 100% in 2 years and secondly I did not expect the boards to have this issue in less than 2 years. I emailed him asking why the replacement cost for the boards was so much more, he never replied. I then called furl and then he decided to reply to my email which quite frankly was not only disappointing but quite astonishing. He said that the boards only had cosmetic damage to them and that they were fully functional.
I don’t think that David Norman really gets his customer base and his comments were taken as an insult. If I wanted a functioning bed I would have bought one from IKEA for a 10th of the cost paid to furl. Call me OCD but I am very house proud and look after my belongings. Having issues with the bed base is not only annoying but to me needs to be rectified otherwise I would always know that the bed has an issue and I can’t rest till its sorted. I can’t believe his response and as the saying goes you only find out the good from the bad when things go wrong. Furl customer service basically this, you sort the problem out yourself or pay us more money and we will do it for you. If I owned the company myself I would not be happy that my customer had experienced a problem with their bed in such a short time after paying for a luxury service.
Do the honourable thing and replace my base boards at your cost please.