Dear Furniture in Fashion Team,
I wanted to take a moment to share both my appreciation and concerns regarding my recent experience with your company.
Our first order with you was absolutely exceptional. The service was fast, efficient, professional, and genuinely faultless. As a business that regularly furnishes properties, we were impressed by your performance and had high hopes that we’d found a reliable supplier we could partner with long-term.
However, our second order has been a completely different experience, and regrettably, one that’s caused significant frustration.
After placing the order and receiving confirmation, we heard nothing further for five days. No dispatch updates, no delivery information, and no communication whatsoever. Ten days passed—still absolutely no contact. I then had to chase you for an update, only to receive a vague apology and a promise that the delivery would be chased up. Unfortunately, fourteen days later, nothing had changed. We hadn’t even been contacted by a courier.
I followed up again, and this time the response I received was blunt, dismissive, and lacking any sense of empathy or customer care. I was informed that you were “within your time frame,” with no apology or attempt to reassure me as a repeat customer. I had even asked whether anything could be done to restore my confidence in your service, but that was simply ignored.
This is not the response I would expect from a company that prides itself on customer satisfaction, especially given how promising our first experience was. Your products and delivery drivers remain excellent, and I want to acknowledge that. However, a supplier is only as strong as their aftercare and communication—and in this case, it has fallen well below standard.
Additionally, upon arrival, we have noticed that the boxes this time are visibly dented in. As this particular order contains glass, I am now sincerely hoping it hasn’t been damaged in transit. The package was shipped from our office address today across to our team, who are scheduled to assemble it in the coming days. I’m genuinely hoping they don’t report back to me with any damage, as it clearly looks like something heavy has impacted the middle of the box. After all the hassle we’ve had just getting it delivered, the last thing we need now is a product issue on top.
As a result, we are now reviewing whether to continue using Furniture in Fashion as one of our trusted suppliers. We have a number of upcoming orders across multiple properties, and whether those are placed with you is now under consideration.
In short:
• First experience: 10/10.
• Second experience: a disappointing 2/10, mainly due to lack of communication, lack of ownership, and a dismissive tone from your support team.
• We are not a needy client—we simply expect transparency, professionalism, and communication.
Lastly, I’d like to add that there’s nothing worse than having to leave a one-star review for any company. We all strive to keep our businesses running and support others in doing the same. But sometimes, situations leave no other choice. In this case, the way the final email was handled really didn’t leave me with many options. It’s something I never take lightly, but I do feel strongly that this situation warrants it.
I sincerely hope this feedback is taken seriously. We’d very much like to continue working with you, but the current experience has made us question that relationship.
