Fusion Furniture Store

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Reviews

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  Paul Shepherd

  Update: I finally received the rest of my order (9 months later). Unfortunately, I cannot say anything nice. Goods are fine, but the amount of trouble, rudeness, and emails with a hint of deliberate passive aggression by the owner of this company. Plus asked to alter my reviews to more favourable while still waiting for a resolution of the situation! It also looks like the owner has searched my business and tried to draw parallels between Fusion Furniture and my company to prove his point. Bad business practices, lousy stock management, bad customer service etiquette. There are plenty of other companies out there who are eager to serve you without this headache. My advice- avoid. Don't believe me- check their TrustPilot reviews. Original review: On 7th November 2021 bought three items from their Alfriston Blue range: a coffee table, a small bookcase and a large bookcase. The rest is as follows: 17/11/21 received email: issue with the Large bookcase. The batch issue, the item is withdrawn and will be delivered at later date. Offered split delivery. 17/11/21 replied: I am happy to accept split delivery if the company guarantees that Larg Bookcase will be returning in stock and not discontinued, otherwise, I wanted a refund. I explained that I didn't want to end up with mismatched furniture if a large bookcase was unavailable.  Received email confirmation that the item is not discontinued. Accepted split delivery as a result. On 18/01/22 received an email: Book Case has been further delayed. This time due to container issues, and as a result, it is currently reading as a minimum of 16 weeks until the order arrives with them, but this could be delayed even further. On 5/04/22 received an email that the Book Case is now not anticipated for July/August. I called over the phone and was advised that it is not guaranteed. I spoke to the team leader, who admitted that there is a possibility that the delivery might not happen this year as they do not know when the item will return in stock. I was offered a refund on the Large Bookcase, but the other two items are non-refundable as they were unwrapped. Fusion Furniture Store (real name Oak Furniture House), your cooling-off period is 14 days, and I would definitely use it to return the items if I would be timely notified that the delivery of the 3rd item will be delayed indefinitely. The items are not fit for purpose because they were bought to be used as a set, and you were notified about that. I have never consented to an indefinite wait. This is an entirely unreasonable expectation on your part. The items are currently placed in the living room, unwrapped but were never used as I had a faint last-minute feeling that something like this would come up. The items are in their original condition. The customer does not have to present the original packaging when returning items. Your team leader overlooked these points and just categorically refused to solve the matter even though he was advised from the beginning that I did not want mismatched furniture if the bookcase was not available. The customers should not be losing money because of your inability to manage stock levels efficiently and lack of will to deal with problems professionally. Yes, your team are contacting your suppliers, and yes, I have received about a dozen sincere apologies; however, the situation has escalated to the level where these steps are no longer satisfactory, and your company still fails to recognise this. I had no choice but to contact Trading Standards and hire myself a solicitor. An indefinite-delivery date is unacceptable. You should've known the approximate lead time on your products, and you should've not offered split delivery if the lead time was not confirmed. Not offering a specific delivery date is not reasonable. Telling me that I will get the bookcase, although it is impossible to say when is not reasonable by any stretch of the imagination.

  26-09-2022
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  Ian G

  Order took months to arrive and even when it did it was not complete. Multiple calls and emails sent and multiple promises made to resolve but no one followed up on their promises. Finally, after threats of legal action they delivered the missing parts. Months went by and even though we ended up with a complete order, I just wish we’d ordered elsewhere

  26-07-2022
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  victoria portch

  We ordered garden furniture sofa dining set from fusion furniture it was even better than the picture which is rare nice thick cushions colour as shown, good quality great value for money absolutely delighted with it I will definitely use them again

  26-05-2021
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  Thomas Render

  I've been after a large display cabinet in solid oak for a while, and the mainstream places like OFL or M&S had no products to my liking. I found the Opus large display cabinet in my quest, which is how I found Fusion. I couldn't quite believe the value for money, so we headed over to the showroom near Oxford. Whilst they did not have the cabinet on the showroom floor, they did have many other products from the range, and also reassured me that I could believe the value for money. So we ordered the large cabinet, the coffee table, and the mirror all for our lounge. The guy in the showroom (sorry, can't remember name), was very friendly and very helpful with getting the transaction sorted. The delivery took about 12 days, but we were in no rush, and the delivery was also communicated very well. All in all, I'm very impressed with the service, the quality of the product, and the price. I would definitely purchase from Fusion again.

  26-05-2020
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  Jason Hill (Jason Kinetic)

  Great service and product. I ordered two Hampstead bedsides and they arrived exactly when advised and in perfect condition. The staff were extremely helpful when I called to order. Would have no hesitations in recommending this company.

  26-05-2019