map-marker Bristol, England

Card not delivered

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I ordered an ecard for twins 10th birthday. It did not arrive. Very disappointed.
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User's recommendation: Cannot recommend at the moment

map-marker Kent, England

Great Experience

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I recently purchased a Sideboard and the Cambridge Loft Bed with Desk Unit for my Son. I allowed plenty of time to set this up and it was worth it. The results were amazing. Having first painted the room, it was important for me that everything was perfect. I tend to take my time with these things. The contact I had with Customer Services, to order the second item (ordered separately) was fine. They were friendly and did their best to accommodate my delivery times, I fact they were a day early. Good to deal with a British Company as well.
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Reason of review:
Good customer service
map-marker Windsor, Windsor And Maidenhead

Mrsflatpack Bed Review

When it arrived they were the wrong parts and it was damaged. We were in constant contact, they took a week to pick the bed up and a month to refund us our money! We were constantly told that it would arrive in our account at the end of the day? We filed a complaint with the card company and it still took 4 weeks for a refund . Shocking!
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Reason of review:
Order processing issue
Madelene Fmn

Worst Customer experience I have endured for a while...

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Having read the review of this company online, it seemed this company was one of the better individual companies to deal with. (prices are not cheap, but cost isn't always the overriding factor for me) However having tried unsuccessfully to order several times online due to their payment pages being less than user friendly I gave up. A representative from this company duly phoned to see why I hadn't placed my order. (please note this was the only time the company bothered to contact me and it was to chase to see if I was still going to purchase) As my daughter had her heart set on this bed I reluctantly proceeded with the order. However since ordering I have had to ring the company 3 times to chase my order. The third time they told me the delay was beacuse of problems with the machinery and my daughter is going to need to wait for a further week before the bed can be delivered. As a gesture of goodwill and the fact that they had not informed me I asked if they could refund part of the delivery cost to which they responded by saying it is not in their policy. The money is not the issue but the overall experience of not being kept informed of delays to delivery and the fact they took the time to chase payment but could not take the time to inform me meant I was left feeling this company is only interesting in getting your money and the rest of the service is not a priority. I am yet to receive the stated goods, but needless to say I will be posting again to provide an update on the quality and timeliness of the product I ordered. Mr Stevens
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  • Customer service is appalling
  • Money rather than customer focus
Reason of review:
Poor customer service

Preferred solution: Deliver product or service ordered

1 comment

I only arranged for someone to ring Mr Stevens as he had tried to order 3 times on our website and then not paid, the call was to make sure he did not think he had placed a paid for order. We endeavour to deliver orders within 15 working days (3 weeks), but it may take a little longer for some parts of Wales and Scotland as we get transport companies to deliver direct from our factory to the customer. Linda M Mrsflatpack

Laura K Jnu
map-marker Dallas, Texas

Do not use MRSFlatPack aka Belvoir Assosciates

Updated by user Jul 29, 2011

I would like to advise everyone that after a rocky patch things were resolved with this company I was given a full refund and the matter was resolved. Therefore I withdraw my previous comment which was written in anger.

Laura Kavanagh

Original review Oct 20, 2010
Do not use this company for your own sakes they have been nothing short of a terrible nightmare and treated us so unfairly. I was decorating my daughters bedroom and ordered a cabin bed in good faith from these guys. My builder and my partner noticed it was cracked on the front facia aswell as parts missing. I was really annoyed as we had paid the builder for the day and my daughter now had no bed to sleep on. I rang the comapany the next day to advise them I would be returning it, which was within the required time. Since this ordeal trying to get a refund has been awful, they are rude and accused us of breakng the bed themselves, ( apparently the know exactly how our builder broke it) they wasnt there!!!!! I am now believe it or not starting a small claims court trial against them to get the money that they should of refunded me. I have had to take the matter this far as I have contacted them 5 times for my refund and they feel they are not obliged to refund me accusing us of the liability, they have been so unprofessional and have are greatly lacking in customer service skills. Take my advice the quality they produce is unsatifactory you will be bitterly dissapointed and heaven forbid you requiring a refund. My best advise as a fellow consumer stay the *** away.
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I have a delivery tomorrow 7 am for two multi bunks which I have waited for, for over 6 wks. I have however had responses to my emails assuring they already on the way.

I just hope that the wait is worth it. Tomorrow will tell.


My daughter wanted midi cabin beds for my two grandchildren so I purchased them from Mrs. Flatpack, aka Belvoir Associates.

At first I thought the items were good but when my son in law and I tried to put the drawers together we found they were a bad fit, the fascias did not fit tightly against the drawer frames, and some of the frames were damaged or broken. We emailed and have been told there will be a charge to replace the broken drawers as there is no proof they were broken in transit - no mention of the badly fitting drawers!! I was going to purchase more bedroom furniture for the children and also for my daugters bedroom.

Their poor customer relations has now cost them a lot of money. To say I am disappointed is an understatement but worst of all is the disappointment on my grandchildren's faces each day they go into their bedrooms :cry


I agree with the comments about this company! Their customer service is appalling!!

Incompetent sales staff make statements about stock being in and then suddely out of stock when a purchase is placed. Vague about delivery times.

Inept! How do they stay in business?????


Bed was inspected upon it's return - and it was found:

No parts missing (c/m said there was), and 'builder' had not followed the Assembly Instruction, resulting in damage to a panel that was cracked. An attempt to build the outer frame, and then trying to force a panel into place, resulted in the crack. The large end panels both have evidence of having the screws tightened in place (indentations around the holes where the screws have been). Pilot holes were 'missed', resulting in a board being split.

We have produced many thousands of these beds (To EN747 certification .... the European equivalent to a BS Standard) and do find 'carpenters' and 'builders', who are paid a fixed amount to assemble items, often short-cut the instructions.

This bed should be constructed in such a way that a sub-assembly is done at one end. We know the builder had not done the sub-assembly, because the many panels relating to it had not had any evidence of screws being fitted.

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