Raft Furniture Arvostelua 

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

The service is so Great, the furniture so beautiful, thanks again !

Beautiful shope

Great customer service here at Raft, Westfield (White City).

We have been several times and it’s always been extremely welcoming. We will be coming back to purchase more furniture and recommend to friends / family.

Fabulous service from Raft in St Albans, with a very special mention to the lovely Hosna, who was absolutely fantastic from start to finish. We were advised, guided and supported throughout; nothing was too much trouble and we were totally at ease with our final decision, a beautiful modular unit for our home.

The whole team at Raft were fantastic, delivery faultless and we absolutely love our purchase thus far.

Thank you so much to all the team at Raft St Albans.

The Douglas's

The staff at Westfield were so helpful and answered any queries we had, beautiful products!

Very helpful staff, lovely furniture, top quality

Great shop, excellent quality and price ratio!

Stuff is very helpful and friendly!

I still haven't received the samples I ordered over a month ago!

Couldn't be happier with our experience at Raft. We visited the Westfield store in June to see the sofas in person and they really lived up to our expectations. Kamil was wonderful throughout the whole process and helped us explore all options to ensure the sofa was exactly what we wanted and fit through our narrow doorways. The expected delivery timeframe was 10-12 weeks but it got delivered in 6! Couldn’t recommend them more.

My partner and I had a fantastic experience buying our new sofa with the Cricklewood showroom team. Abasin was very helpful and showed us all the sofa styles, fabrics and financing options. We enjoyed a glass of Prosecco in the showroom to celebrate. Plus the sofa arrived weeks earlier than anticipated and it’s gorgeous. Thank you!

Desk with imperfections. Unfortunately not the experience we expected from Raft.We ordered a new desk and waited 6 weeks only for it to arrive with drilled holes on the pieces of wood, in places where they were visible and where there was no reason for it to have holes. It was chipped in one spot and the glass top is not sitting entirely into the holes that are made for it to attach. In general not the quality we expected for the price. This should be a clearance piece keeping in mind the condition that we received it .The next day someone came and feeled the drilled holes and the chipped part and that was it.The glass top still doesn't sit entirely in the holes that it is supposed to.I called the customer service and emailed the lady that helped us place the order in the first place and she said someone would call me back within 48 hours. 5 days have passed no call whatsoever. I also sent pictures where the imperfections are obvious. Nobody ever apologized for the poor condition of the desk or the inconvenience caused. Very unprofessional...

great service
high quality furniture

Kamil was so friendly and helpful. All of the pieces we have from Raft are great quality, can’t recommend enough.