FW Homestores Anmeldelser 

james was lovely and gave my neurodivergent mum plenty of support and encouragement in buying her sofa!!

Paul went the extra mile.

Staff in Newport store were really helpful, there to answer my many questions whilst letting me browse in peace. Had been in many other shops hunting for a sofa and was fed up being followed around & pounced on as soon as I just glanced at something. Held off posting review until it arrive but very happy with my purchase!

Amazing service from start to finish … we went to the Barnstaple store & Martin Fitzgerald gave us excellent customer service with space to browse stock but on hand for any questions we needed answering , which led to our purchase today. Would highly recommend this store.

Andrew was very helpful and gave us a great deal on a sofa, definitely recommended coming in and speaking to him in the Caerphilly store !

It’s so lovely to go to a shop with traditional sales, which feels increasingly rare for 2026. To be greeted at the door, left alone to browse, but then have someone knowledgeable come over and help guide you to the right product & price point for what you’re after is a real benefit.

James was so helpful, the right balance of knowledge without being pushy. We walked away with a lovely new corner sofa & chair, very happy with his service.

Will update the review when we receive our products we purchased.

Order number: 4367

Purchased a nautilus tv unit through their website. It arrived on 27 July with serious quality issues which were unacceptable given the price. After several phone calls and emailing photographs of the problems, it was agreed that a replacement unit would be sent. We had to chase this up multiple times having received no confirmation of the replacement being sent. This finally arrived on 11 August and the first unit exchanged with the courier. This unit also had a quality problem and no bolts were in the box to fit the legs (there was a hole in the box and the hardware had obviously fallen out). After yet another phone call, it was agreed that a goodwill gesture partial refund of £100 would be issued due to the whole inconvenience of the situation. This had to be chased multiple times on the phone, sometimes ringing time and time again as nobody would pick the phone up.

The bolts to fit the legs were posted out to us and received on 14 August but weren’t the correct size and so the legs still could not be fitted to the unit.

Yet again we had to contact customer services about having the correct bolts sent out to us and have had to chase this up multiple times. It has been so incredibly frustrating for such a simple thing to be resolved and a further goodwill refund was requested and received as we are just fed up with the whole thing. We have gone to the shop to source our own but not knowing what size to buy we bought too short bolts - further wasting our time which should not have to be done when paying the amount of money we did for the unit.

Today, 10 September, further bolts were received which are just more of the same previously received and are still too big for the fixtures on the unit. I cannot believe that this is not yet resolved and we’ve got the tv unit just sat in our living room with the legs still not attached. Not entirely sure why they cannot source the hardware from a unit in their warehouse and send this to us. It is an absolute joke.

Think twice before ordering from FW Homestores. We have had such a nightmare experience which is still ongoing, just after moving into a new home as well which is already stressful enough without buying shoddy furniture with multiple issues and having to chase matters up every other day.

EDIT on 12 October 2026:
In response to FW Home’s reply to the above review, they did not get in contact with us further about the issue

Ryan was a superb help especially with specific colour options

Have used FW many times over the years,from 3 piece suite,to a single arm chair.
Have always found purchasing to be an easy experience.
Big thanks to Paul the saleman for being a smart ,likeable person to deal with,see you soon .....

Plenty of time to look around with no hard sell. Lots of choice. Special thanks to Tim for helping us choose the right colours and product.

Paul in Caerphilly was excellent. Great service

we visited your caerphilly store for a look around,looking for a small dinning table and chairs if it wasn,t for your sales man Andrew Lynne who showed us the swivel dinning table we would have come away not having bought one he was fantastic he even put up with us moving his dinning chairs around until we found the right ones ,he explained everything we need to know .we found him to be very knowledgeable to all our questions thank you andrew x

Went into the Barnstaple branch today to order a new sofa. We were served by a lovely gentleman by the name of Martin, who was extremely helpful in guiding us through the process of buying a new sofa.

I don't know where to start with the appalling service received from fwHomestores after sales service. Having paid in full for an electrically operated armchair and sofa after 5 months the switches began to faulter. The decline part would not function. As a customer I had to provide videos of the non functioning furniture and because we had reached 6 months of the goods being in my possession I had to pay £59 for an independent technician to come and inspect the furniture. He found the sofa to have a fault as it wouldn't decline when pressed but after tipping it upside down and the button then working, declared that there had been an issue but now everything was working. Of course that day the armchair behaved so no report on that.
Following this I had to request a refund of the £59, it wasn't automatically refunded. I had to then insist on a replacement switch which was only offered after several mails as a 'goodwill gesture' not as part of a guarantee and there was no technical explanation given for the faulty switch. This all started on 01 June 26. We are now the beginning of September, the sofa switch has of course malfunctioned again and after persuading my mother to use the armchair she got trapped in the chair as it would not decline, she is 90 years old! I have now sent two registered letters to fwHomestores, the latter is a letter before going to the small claims court. The furniture is faulty and I do want it in my house any longer, I want my money back to buy something that a tually works. Their attitude is that I should be patient and wait for new switches... I am now going to the small claims court. And I will never purchase anything ever again at this store.
Following your response please refer to the many emails where you acknowledge there is a problem with the electric furniture, in fact please visit my house now where the sofa is currently blocking access as it will not decline. Please refer back to the technician who did not inspect the switch and simply turned the sofa upside down. Where is the detailed 'technical inspection'? I was present throughout his visit, the switches were not inspected. Why did you refund the £59 if there was not a fault? Why have I had to chase for every status update? How can this be a goodwill gesture on a product that does not function? Your goodwill gesture is not acceptable to me, the issue has persisted too long. What happened to the one year guarantee period that is still current?
Also it has to be noted that your 'goodwill gesture' only came about upon my insistence that I could not accept the technicians intervention as a repair! You were very reluctant to take any action at all.

Brilliant service. No pressure, fab at helping and guiding me to choose the perfect sofa.
Thank you Tim & Dan at the Cardiff store

Experience was great ordered a sofa bed, Ryan was very helpful

We visited the Newport store and had a lovely warm welcome from Kenny. He offered us refreshments, pointed us in the direction of what we were looking for and explained about the pricing/offers that were available. He allowed us time to browse and just came over intermittently to ask if we had any questions. Really helpful, professional and a credit to your company. I hope we are as delighted with our furniture when it arrives.

Great service and really pleased with the furniture we bought. Ryan Marshman was especially helpful and nothing was too much trouble, plus the delivery drivers went the extra mile is getting everything in.

Andrew made things so much easier for us this morning in your Caerphilly store. Nothing was too much trouble for him. He is an asset to your company. Thank you Andrew.

Very good .ken was very helpful