Import Furniture Depot

This review is for the CHELTENHAM store not the one in Gloucester as the Google+ link only takes you to the Gloucester shop website.

I ordered furniture 9 days ago and paid in full on the day. Karen who served us was new and very unsure on procedures, so much so that she had to call for advice 3 times during our purchase. We were advised that the delivery van for that Thursday (7 July) was full and it would be Thursday 14 July when the furniture was delivered, and that someone would call and let me know what time delivery would be.
I called at 0930 this morning (14 July) and spoke to Steve in the Cheltenham store. I asked what time my delivery would be and he said "mid afternoon probably around 4pm". I told him I had taken the whole day off work to wait for delivery and that had I have known it was afternoon delivery only I could have taken a half-day. He assured me that when I ordered he would have told me that it was AFTERNOON deliveries. Well Steve, I didn't place the order with you and was not told about the afternoon delivery by Karen. If she is insufficiently trained why leave her unsupervised to take and process orders?

During my call, Steve was very forceful, bordering on belligerent - not the sort of customer service I would expect! Why argue with your customers? He did apologise that I had not been told about the afternoon delivery and said that there was a note on the order to call ahead before delivery. He also did offer to make my delivery one of the first drops - which I declined. When I pointed out the fact that I would normally have expected delivery in the same week, he told me that deliveries are only on a Thursday and once the van is full there is no option to be put on a later delivery. So I paid £25 for delivery for furniture to be driven 3 miles from store to home.

Not a pleasant experience thus far and I am highly unlikely to use this company again. Some basic courtesy and customer service would not go amiss.

Addendum: Steve, the managing director of called me personally to apologise for the level of service I received. His manner was relaxed and reassuring. I fully accepted his apology and his offer to build bridges and encourage me to do further business with him on future occasions. He also made a very generous offer of discount on my next order (a significant discount at that).
Thank you Steve for taking the time as the managing director to engage with me and rectify this situation. Exceptional customer care and it has changed my opinion completely.

Excellent price, quality and service.

Great range if quality furniture. Helpful.

From the start to the finish we have been impressed with Steve's professionalism and knowledge. We cannot rate this business more highly. In an age when things are done online, no brochures and people selling furniture who have no knowledge of what they are selling, Import Furniture Depot is a breath of fresh air. The delivery team was amazing, no mess all the unpacking was done in the van and they took all the packing away. If you are looking for good quality furniture with a friendly knowledgeable staff, this is the place for you.

Good quality but very expensive

We bought two wardrobes from the store. We really liked what we saw on display especially since we are tired of self-assembly furniture. We bought as seen and were never told that the wardrobes would come as flat packs. We wouldn't have bought them if we had known. Having said that, we did manage to assemble the wardrobes in 1.5 hours. (Dealing with all the packaging is a whole other matter!)

Excellent furniture shop with a friendly and professional team!

2nd time i have used the store in Gloucester for wardrobes this time a triple wardrobe
excellent service, really good quality furniture from the start and the chaps that put the wardrobes together were polite , tidy and great at their job , i would highly recommend Thankyou