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Raft London

Raft London

2 12  Reviews

Furniture in London - Cricklewood
265-267 Cricklewood Broadway , Cricklewood, London, NW2 6NX
+44 (0) 20 8450 5078
http://www.raftltd.co.uk

Description: RAFT is an independent retailer who design and create furniture collections that are solid, dependable and affordable. Specialists in 100% FSC certified reclaimed teak furniture, leather sofas, fabric sofas, bespoke sofa corner units, Chesterfield style sofas and sofa beds – all handmade in England.
Tags: console, furniture, furniture shop, leather goods, raft, sofa, sofas


Raft London Reviews


Raft have had my money for 11 months
Nearly a year ago I bought a chest of drawers from Raft furniture for £1700. I chose them because they match the cube bed and side tables I had also bought from Raft. I made the trip to the store to pay for the drawers because I wanted to see them in person to be sure I loved them rather than buying them online and not seeing them physically, since they were a high price item. While purchasing, I paid and gave them my address for delivery, which is in a basement flat as clearly stated in my address.

Delivery was arranged and I stayed home from work to wait for it. When the delivery drivers arrived, they said they weren’t able to complete delivery because it was too dangerous to carry down the 8 stairs to the entrance, and they left saying that someone would be in touch about another delivery service.

I didn't hear from them. After a few weeks I assumed they weren't going to redeliver the item and I had family coming to stay and so I purchased a different set of drawers from a different retailer online, which was delivered next day, as I needed something quickly. There were no issues delivering the item.

I then called Raft a few days later to ask for a refund for the undelivered drawers. Not only had they failed to deliver them, but they’d also failed to follow up with any kind of communication or refund. They said I wasn’t allowed a refund because I had purchased the item in store (I would have been allowed a refund had I purchased online). I asked them to look at an exception because not only do I not have the item, nor have I had any correspondence from them about attempting to get it to me, but because they failed to deliver I had bought a different item and no longer needed their piece.

They continued to refuse, saying that it was my responsibility to ensure that the item could be delivered safely and to flag if there were any considerations about access. They cited a note on their website which says, ‘It is the customers responsibility to make sure ordered goods will fit along the delivery route and into the designated area. If the issue of access is not raised during the order process and the item does not fit into the delivery address, we are not obliged to take to item back’.

I have fulfilled all of these obligations.

The goods WOULD fit along the delivery route and into the designated area (they chose not to try) and I told the company when I bought the item that I lived in a basement flat down 8 steps.

I have also had all of my other household furniture delivered via this entrance- the Raft cube bed, a large corner sofa (larger than the chest of drawers), a stone bath from Lusso that not only is as large as the chest of drawers but is also heavier at 150kg, a wardrobe, stone garden table and so on. The point being, two removals men who moved me into the flat managed to deliver items of similar size and weight and I’ve had deliveries from lusso, soho home and other retailers, also with no issues. So in terms of my obligation to make sure the item could be delivered, I had no reason to believe it couldn’t based on my prior experience of deliveries to the flat.

Therefore, I’ve fulfilled my obligation as per the note on their website.

They have chosen not to deliver. Which I fully respect. But that’s their choice and I shouldn’t be penalised for their choice.

I sought legal advice, who advised that I fulfilled my obligation per their term e.g. if their online clause said ‘if our delivery drivers deem it unsafe to deliver to your property you will not be eligible for a refund’ and I agreed to that, I wouldn’t be able to get my money back. But that’s not what it says, it says it’s my responsibility to ensure orders can fit along the route, which they can, and into the designated area, which they can.

The term also ends with "we are not obliged to take them back". However the delivery company did take the furniture back. Again, their choice. But they are withholding my money, which they have now had for nearly a year, and they failed to deliver any goods.

The CRA 2015 updated the unfair contract terms and a term in a consumer contract is unfair if contrary to the requirement of good faith, it causes a significant imbalance in the parties rights and obligations under the contract to the detriment of the consumer. The clause here would probably be regarded as unfair in court. Fairness would be the retailer just charging for a failed delivery and restocking and refunding.

I also contacted my bank to help with a S75/CB months ago and the bank say that Raft are evading their communication so there is not outcome there.

I'm thoroughly disappointed that this seemingly reputable company have kept my money for so long, stalled correspondence, had a lack of any kind of customer service or understanding and are hiding behind a clause that doesn't hold any substance legally. I'm at a loss as to what to do.  

Rating  1

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Awful customer service and disrespectful manager, Late delivery

I manage three companies and I have always made my customer scarification my first priority in my business. But for Raft cricklewood I have never dealt with such bad customer service in my life like I did over the phone with Elena, The store manger.

When I first placed my order on 7th September I was told the order will take 4 to 6 weeks. On week 5 & 6 I ended up chasing up my order as I was not receiving any updates from the store and when ever I called in no one answered. After many attempts I finally got through to Elizabeth who told me I will receive a call on the weekend when the manger is in. I did not receive any call and I did so myself call in store.

Elena was very disrespectful when I called in to follow up on the weekend and straight away without any greetings she straight away with a loud tone asked for my order number as she knew I was un happy and didn’t want to deal with me.

When I asked her to be respectful she threatened to shut the phone on me and when I told her I was unhappy she said it’s not my fault. In conclusion the manger was very disrespectful and did not show any care in my situation and told me to do what I want and that she had my deposit and doesn’t care.

Me and my family have been regular customers at raft cricklewood for over 7 years and I don’t we will be coming back anymore.  

Rating  1

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This is the worst company I have ever felt with,been waiting 5 months for my order now been told another two weeks.Costomer service is a joke they don't give a monkeys,shop manager at st Albans is no help.

Don't use this company very poor never never again  

Rating  3

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I purchased 2 Lincoln sofas from Raft Bromley in January. I have now received them and am delighted with the quality. However, the customer service was very disappointing. I was quoted 10-12 week delivery, however, after 12 weeks I contacted them and was told that the earliest delivery date I could be offered was 16 weeks from the date I placed my order. As I wanted a weekend delivery I had to wait a further 2 weeks.

I was also forced to pay in full for the sofas 1 month before receiving them which is apparently company policy.

When my sofas did arrive they were missing 4 cushions which I had been specifically assured when arranging delivery would be included. The store contacted me to confirm they would be posted to me the same day, however, I have just received a call to say they have still not been posted out 4 days later.

To summarise a good product is completely let down by very poor and dismissive customer service.   

Rating  3

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Purchased a Life Style table and chairs from Raft St Albans and after only a few weeks it now looks terrible. The table appears to have no protection whatsoever and any food that lands on it will stain the wood, and impossible to remove it. But what is most concerning is the very poor level of customer service from this organisation, I can only recommend avoid.  

Rating  3

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RAFT is the most dishonest company we have ever come across - they not only supplied defective and inferior furniture, they have also not bothered to refund the VAT to date in spite of the furniture being exported to Switzerland more than 6 months ago. DO NOT shop at Raft....  

Rating  3

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Amazing Quality and Products - Order teak furniture and 2 sofas. althhough waiting time for Teak is about 10 weeks it is surely worth the wait and we love everything we got. Knowledgable sales people and great service all around. highly recommended.. A++  

Rating  4

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Rewards for loyalty - I think Raft should have a loyalty card or something, I've been shopping there for so many years. Moving three times in 5 years is much and I was worried that my sofa and console table would get passed onto family or get put on eBay, but I've managed to hold onto them and they still look great!  
Tags: console, furniture, raft, sofa

Rating  4

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Quality - Can't fault Raft myself. I bought a great sofa which is better quality than the overpriced 'designer' rubbish on the high st. Delivered in about 7 weeks so not super quick but I know it was made for me and I was happy to wait.  

Rating  4

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still seeking sofa - I'm afraid I have to agree with Alexi (the first reviewer) which is sad, because 2 years on & Raft still haven't sorted out their customer service.

We had a very similar experience:

we fell in love with & ordered a Manhattan corner sofa from the Cricklewood Broadway store and were told that the delivery time would be 6-8 weeks .

13 weeks and many, many phonecalls later it, they finally delivered one which was lacking any brackets to hold it together. They had to collect it & have left us with a disgusting and dirty replacement sofa until they fixed the problem.

The staff have always been very friendly & helpful but the customer experience has been dreadful.  
Tags: sofas

Rating  2

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Huge, fantastically comfy 'Loft' so - I love trees - who doesn't - but am annoyed by the whole eco friendly fashion, so it certainly wasn't the word 'sustainable' that drew me in - but rather, the beautiful furniture and the wonderful sofa I landed up buying.
Not dead cheap, but not outrageous prices either - and certainly worth every penny in comfort and luxury and beauty and craftsmanship (so far so good - the sofa is pretty new!). And I disagree with the previous reviewer; we changed our minds several times about storage and delivery, and the people at customer services were always courteous and obliging, and the sofa was delivered precisely as arranged.  
Tags: sofas

Rating  5

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Great products - terrible service - I love this shop - great products, nicely laid out, fantastic quality.

Unfortunately, I would never buy from them again, we received the worst service imaginable when ordering a sofa. The delivery dates were unreliable and kept changing, the sofa got damaged, the sofa was wrong when it eventually did arrive and they lost one of the scatter cushions. Customer services didn't know what was going on and no-one tried to rectify the situation. I think the store has an arrogant attitude towards it's customers and although the products are great - I don't think they can sustain this.
Shame as it's unusual to find a shop of such quality especially in north west london.  
Tags: , furniture shop, leather goods, sofas

Rating  2

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