Familywindow Bewertungen 

Save your time.... Save your Money ... DO NOT BUY

Oh you definitely had an order and our money for 5 weeks, and your customer service is SHOCKING to say the least..... disgusting company to try and deal with, be easier trying to speak to someone on Mars and their attitude is shocking

We ordered the Stompa Bunk Bed with Desk and Bed underneath. Delivery took around 3 weeks of ordering. Very friendly and helpful team who were quick to respond to any email enquiries I sent them. The delivery man was very friendly and delivered the item spot on time. He delivered it outside/hallway due to the COVID circumstances at this present time. He gave me helpful tips on what to start with and a rough time it takes to build it. I built it in around 5 hours, I'm a 29 year old woman who hasn't built many flat pack furniture before and did it on my own with a little help with my mum holding up the desk (which clearly states on instructions, desk is a two person job). The product came in 9 separate boxes extremely well packed to a high quality. On the front of the boxes were stickers with pictures of what was inside each box. I I found this extremely helpful! Instead of opening all the boxes to see what was inside, I knew exactly what to start with, with the help from the delivery man's tips, start with bedframe first! The instructions were easy to follow with clear instructions on what tools u will need. The only down fall I found was the pieces of wood didn't come with the letter stickers so it was very hard to decipher what piece of wood u need for what and when. The instructions booklet says the letters with pictures of what type of wood is what letter but i had to go by the picture in the booklet alone. I feel if the wood pieces had little letter stickers on, it would of saved alot of time and alot of umming and arring! Overall I'm highly impressed with the overall service and product purchased and I will order again.
Kind regards Tiffani Lutwyche.

Terrible communication and wasted my time completely.

Placed an order for a desk on the understanding that the desk should be delivered in 3 weeks but to allow for 4, the order was made on 21st May 2020. I called 9th June (2 weeks and 5 days after the order was placed) and got told I'd get a callback, instead I was sent the below email:

"Thanks for the call, but it’s too early for contact yet I’m afraid. Due to its size the desk is delivered via the manufacturers UK dedicated delivery network system (not by a conventional carrier). It is being trunked to the delivery team who cover your area, who will then schedule routes and contact you to book in. They do all scheduling and deliveries directly and will be in contact a few days before they intend to deliver. They do ask to allow 4 weeks to deliver."

I then called again today (3 weeks & 1 day after order was placed) advising I'd still not been called to arrange delivery and making sure they would still be able to deliver in the 4 weeks promised and was sent this email as a response:

"We've had an update and it looks like deliveries are 1-2 weeks late on some orders. They had been asking retailers to quote 4 weeks for delivery, but have since been chasing orders as production has been slower following the re-opening of the factory in France, whilst demand for this desk has also dramatically increased. They are back to 4 weeks on new orders but lost a couple of weeks on desks when the factory closed and have been unable to catch-up with the deliveries. It really isn't typical of the delivery time and I apologise again.

You can, of course, cancel the order and we will refund in full straight away but I think it's likely to be 5-6 weeks from order rather than the 4 weeks from order originally estimated I'm afraid. The UK hub is relatively close to Leeds and so we would expect you to get a call around the end of June for a delivery a few days later."

What a complete and utter waste of my time. I needed the desk for the end of June when I start a new job working from home so I've had to cancel. I completely understand delivery being affected due to COVID but this is something I should have been advised of when placing the order - Not after calling 3 times and being sent multiple emails. Joke of a company, would never order from them again.

EDIT: In response to the below the issue wasn't that you didn't get back to me when I contacted you, it was the fact that I had to contact you at all. You should have contacted me as soon as it became apparent there was any chance you wouldn't be able to deliver in the 4 weeks promised. I've looked through other reviews on this site and it looks like this is a repeat issue for your company so I'm surprised you haven't bothered to fix it. I should not have to contact you to find out my delivery wouldn't be as promised, I certainly shouldn't have to call you 3 separate times.

I had a negative experience with this company however I managed to get my money back via PayPal. I am writing this review so others who have been unhappy with the quality of their product could get a refund.
I have ordered a desk on March 18th.
When I tried to return it or get a replacement item due to problems with the product quality the seller refused to both and eventually stopped replying.
I opened a dispute via Paypal.
PayPal requested additional info from the seller to counter my claim but seller couldn't provide anything.
30 days later PayPal refunded me the full amount of the payment.

Absolutely fantastic quality very over the moon with it took four hours to set up but I think it’s because I didn’t have my glasses on but absolutely fantastic service and customer service was outstanding thank you once again and we will be buying from you again

We bought a bed and mattress from Family Window. Our plans changed and we decided we didn;t want the mattress and wanted to return it. The customer service and personal attention we got from Family Window was excellent. Rapid response to emails, friendly phone calls discussing how best to resolve the issue and a very prompt full refund. Occasionally you come accross well run, trustworthy companies. This is one of them!

great piece of kit for our teenage gamer, she loves it.. everything to hand, nice and tidy and very sturdy. not too hard for the husband to put together either. Lights did not work, but very good response from seller and manufacturer working together to get us out new bits within days.. all good now and happy customers. Thank you to family window, could not fault them

Delivery was delivered quickly and efficiently. Desk is lovely no defects found during buiding or after.

5/5 would use again.

DO NOT BUY FROM THIS COMPANY!

After waiting 4 weeks for the delivery with not a word from the delivery company. I was finally told on the 4th week that it may take longer.

It is now the 8th week and they are saying that they cannot warrant delivering a table this far out in Wales too me. And that the order has to be cancelled.

Absaloutely shocking service and people need to be very aware! Other people have also had problens with items not being delivered also.

Will be talking to trading standards today as I'm not the only case that this has happened with.

Edit* reply to message.

We had a 140kg speaker delivered from Scotland on Monday. Which was ordered last week.

You have just given me excuse after excuse since the 4th week. There is absaloutly no reason why it couldn't be delivered because the deliveries companies exact words were.

'sorry, we're not delivering a that far out in Wales. Ever'. You have to cancel!

There is a difference between getting it here after lockdown. And flat out refusing to deliver it to me in rural Wales.
Change you're website because you clearly DO NOT DELIVER UK WIDE!

And you charge a delivery fee on order!!!!
Also - take note of how many bad complaints they've had on trust pilot and on Facebook.

We received a gaming desk, came packed with instruction set.
When following instructions, one of the steps caused us to place a table in a very unstable setup, which made it break.
Spoke to support they suggested that we simply continue building it as the bit that broke off wasn't essential, we followed that advice and continued.
The table is symmetric, so during the attempt to complete it, it broke in EXACTLY the same way as on the other side.
Contacting Family window again caused them to simply refer us to manufacturers even though they already said that it wasn't possible to do anything until quarantine ends. Replying that we would like refund simply returned silence.

It is very unfortunate that this left us with no option but to seek advice through Citizen Advice/Trading standards now

--EDIT--
Reply to reply:
We have already sent you an email which you did not reply to asking for refund which you ignored.

You did advise us that the table can be completed without that part.

We bought the table to use with the home office, but it has been over a month now and it is no longer useful to us.

Desk is fine however issues with the drawer as the cuts of side panels were not matching. We have taken photos if you would like to see them. The rest of the unit was perfectly fine.

I ordered the gaming midi desk.
It came juring the lock down by corvid19 so was tottaly surprised. Perfectly packed. found it easy to build. Easy to follow instructions. This is truly an amazing desk for gaming. And lots of storage space too. Solid and awesome looking. Makes my gaming corner look high tec. Truly recommend this. Thank you family window. I'll be buying my kids beds from you soon. Top company. Top products.

Thanks for your excellent service and responding by phone so promptly to my questions sent by email. Your delivery came earlier than expected (horray) and the desk is just what we needed. I’ll be telling others!

Regards
Mike James

bought the midi gaming desk it arrived dead on 3 weeks which was very happy about!, one issue i had was for some reason i was a small dowel short for some reason in the build kit but just simply added more glue to compensate. but am very happy with my purchase thank you!

To be honest, I am a gamer and I always needed a desk that could fit all my consoles and equipment on it. And now thanks to this desk from family window I have all the space I need, there is enough space on the desk top to fit anything you want. And there is plenty of space down at the bottom for any pc or laptop you want, the desk is big and spacey, the design is amazing and slick. And to blow it out the water is super easy and simple to set up.
Definitely the best desk I’ve ever bought and had.

Ordered a high sleeper 5 weeks ago and no information on when it will be delivered. I’ve had two emails from a person called Jason and no phone call back as I was informed I would. The customer service line is not a proper help line. Essentially they can’t help you, refuse to put you through to a manager and only read from a script and then I had the phone call ended on me! This company has nearly £700 of my hard earned cash and my I can’t get hold of anyone.

Ordered gaming corner desk on 27th dec it's now the 25th of January have received no contact from delivery team like I was promised , I wouldn't mind if they were having issues I would just like to know . Tried calling customer services over past few days keeps getting screened and recommends me to text instead very poor customer service they best only hope the product is worth the hassle .

Thanks again guys. Bought another quality bed for different grandchild but somehow misplaced some of the fixings (??!!) Called customer services and received them the next day, free of charge! Crisis avoided - thanks again for your excellent customer service.

This company does not have a proper customer service. I you phone the 'customer call-line' you get through to some random person who screens the calls. These people at the end of the customer service help-line merely take your details and advise you that one of the real customer service team will get back to you. Today is call number 4. No-one has got back to me as yet. When I complained today that I wanted to speak to someone in customer service - the guy hung up! Unbelievable!!.

I do not trust this company and if I could turn back time I would NEVER have parted with my hard-earned money to this substandard company. Very disappointing customer service.