Company Details

the bed is fantastic just what i wanted. the reason for the 4 stars was that the delivery was a bit slow. other than that i was happy. My dream bed.

DO NOT BUY A THING FRM THS FACTORY. HV MY CHAIRS 7MNTHS. OVER £5K .MARKS APPEARING ON TH UPHOLSTERY AT BACK OF BOTH CHAIRS. NOT AT PRESSURE POINTS. THY SENT AN INDEPENDANT UOHOLSTERER OUT TO INSPECT.IN BUSINESS 40 YEARS.TOLD ME IS A MANUFACTURING FAULT. TH UPHOLSTER HAS USED WRONG TOOL WHILE ATTACHING TH BACKS AND DAMAGED/WEAKENED THE FABRIC. THE RECLINER FACTORY ARE OVER RIDING HIS REPORT BY SAYING IF IT WAS A MANUF FAULT WLD HV HAPPENED BEFORE NOW. AND THEY ARE NOT LIABLE.AND IF I WANT TO TAKE IT FURTHER CONTACT CUSTOMER SERVICES. TH REP WHO SOLD US TH CHAIRS SAID WE WER PAYING FOR QUALITY AND TH CHAIRS WLD LOOK AS GOOD AS NEW IN YEARS TO COME. TOTALLY DISGUSTED. WE HV A 3 YR WARRENTY. BUT APPARENTLY THIS COUNTS FOR NOTHING. .PAULA MCCARTHY. NI. I WILL TAKE THIS FURTHER. I SEE FRM OTHR REVIEWS ONCE THT HB YOUR MONEY THY DONT GV A TOSS. Re reply below. Ur just money grabbing now. U can gv me a quote?? That is your solution? Unbelievable. I spent over £5000 on these chairs. Was told by ur specialist who sold me th goods i was paying for quality. So that is what i am expecting.Which obviously isnt the case. I was told my chairs wld look as good as new in years to come by your product specialist Christian Dyson..quote ALL OUR FABRICS ARE OF TH HIGHEST QUALIRTY on 19 july 23. 7 mnths down th line both chairs are covered in marks? How do u explain this? Where is th quality i was promised? I have not damaged these chairs in any way. My husband and i look aftr thm. Remembber thy cost us over £5000. Its funny both chairs have the sane issue? Explain that? Th independant upholster has already claimed.the marks are not at the right height to have been knocked to cause any of the marks on th leather. I have also requested a copy of th upholsterers report. Use hvnt evn replied to me yet. Was promised a mgr would ring me on fri 26th apr. Im still waiting . With such an unhappy customer and aftr reading my review.surely ur customer care procedure should be to ring me and put this right? No? Oh yes u want me to pay to put this right? Just shocking. NI companies would not treat their customers like this?

The two gentlemen Brian and Dan from the Installation Team delivered my recliner chair. The delivery was a few minutes early which was fine by me. They first asked me if I had a chair that I needed taken away. I told them the chair that I had been using I needed to be taken into a different room. They did this immediately, then brought my new chair in and very quickly assembled it. Once assembled, they explained how to use it although there was an instruction brochure that came with the chair. Brian and Dan were very friendly and helpful. Overall, my experience with Recliner Factory have been excellent from the start, and all my questions were answered honestly, and when asked for advice, this was given readily. This is why I give them five stars, they deserve it.

Friendly and great experience from Paul & Olly on delivering setting up and showing us how to use the product. You're only as good as the people you actually have contact with. So Thanks to you both... your def. a credit to your company Martin & Naz

Five star service from beginning to end Craig and Mark who delivered and installed my chair were wonderful couldn't do enough for me set my chair up made sure I knew how to use it they were friendly and cheerful plus took my old chair away. My new chair is top notch so comfortable a life changer .

Had a very pleasant visit from kevin shaw today he was exceptionally knowledgeable and never pushy ,very pleased with the outcome and look forward to our bespoke chair

From start to finish I've had a good experience. The bed is just what I needed. The mattress is nice and soft so I'm sure I'll have a nice sleep. The bed itself is nicely made. Everyone who came out to showing me the demonstration to the people who came to put it all together and showed me how it worked. I wish I had a better memory and could remember their name's. But thank you all. I will look forward to going to bed tonight.

After hiccup on delivery date bed ordered came this morning. Bed installed efficiently. Ionut and Stuart were helpful, respectful with my property and explained details of bed in a friendly manner. Thanks to them both. Good advert for the Company.

1 Star is too many…. This company measured up my Mother-in-law for an electric Fireside chair and delivered a chair that she was unable to sit in due to her legs swinging freely and not being able to touch the floor. She was too scared to mention it as she spent over £1500 for the personal service and bespoke chair. After a few emails and photos (as requested) proving it is unsuitable, uncomfortable and completely useless we were told “sorry we can’t help” the 14 day period had passed. The 14 day period is irrelevant if the chair was measured up and is proved to be ill fitting. Do not use this company as the customer service is beyond useless and they don’t care. They take money from the elderly and provide a rubbish personal measuring service. Be warned….I even asked them to buy the chair back at half the cost, because it is absolutely no use to my Mother-in-law as it is. At no time has this company apologised for their incompetence which just proves they are out to grab your hard earned money at any cost. Shameful!! Date of experience: 18 March 2024 Reply from The Recliner Factory A day ago Dear Customer, Thank you for your review and we are sorry to hear that you remain unhappy with the service received. From investigating further it can be seen that a non-bespoke order was placed and ultimately delivered in January, we received no contact from yourselves until late March whereby we notified of any issues. Should there have been a sizing issue with our bespoke products, where the chair is made to measure to our customers then we would have been able to investigate further, unfortunately, our standard chairs are not made to measure and therefore do not apply in these circumstances. Kind regards, The Recliner Factory 05/04/2024 - My Reply to your pathetic answer - -Why was an Agent sent out to my Mother-in-law ? -Why did he suggest a chair that she is unable to get out of due to her feet being several inches from the floor? -Why didn't the Agent say she would be too short for the Fireside chair supplied? -Why did the chair not fit her if the Agent suggested it was the ideal chair for her wants and needs? -Why did the Agent bother turning up? What was the purpose of sending him if we could have purchased the chair off the shelf? -Is the Agent on commission? -Having an ill fitting chair that was arranged by your Agent is your problem and not the customers. Where are your moral values? -As I said she was to upset to mention it and on discovering it wasn't being used I contacted you. -The photo's I sent you clearly show how far off the floor her feet are (swinging freely several inches) and if she were to use the electric tipping base she would have to first slide forward on the seat cushion in order to be able to land safely on her feet. Definitely a dangerous and hazardous for operation for an over 80 year old. -So how could you and your Agent recommend this chair? -Quite clearly it's all about capital and not customer service, and do not blame the customer for your incompetence. Your company and Agent are a disgrace....

UPDATE DO NOT BUY FROM THIS COMPANY The Recliner Factory strikes again, utter failure. They seem to have no understanding of the requirements for support and comfort needed in a recliner chair. My chair has been back to the factory again to make it useable. They had it for three weeks and on its return it is worse than before. Their idea of of correcting the original problem was to remove a little padding. Now there is no lumbar support. It can not have been tested at all. It is obvious that they have no idea about Quality Control and their Customer Support/ Service is non-existent. If they, the makers, have no idea how to make a chair that is both comfortable and supportive I am forced to give up on them and fix the problems myself. I HAVE WASTED ALL MY MONEY. DO NOT BUY FROM THIS COMPANY

Please take time to read this as it may save you from a lot of stress !!! part 1 We ordered a riser recliner in leather March 16/03/23 and paid a 50% deposit for this and took delivery 07/04/2023 and we very quickly came across a number of issues. I contacted the recliner factory on the 10th then 11th and an engineer visit was arranged for 24/04/2023 and as I had also been informed lockable coasters would fix one of the problems they were posted to us prior to visit. Engineer visited and informed me that the chair was not suitable for locking coasters and he inspected chair and informed it would have to go back to the factory as it needed repairs that he was unable to do I also pointed out a number of issues we had observed he listed these and allowed me to screen shot them. After another round of phone calls during which I was accused of moving my chair to many times and it may impact on my warranty (on coasters but not designed to be moved?) the chair was finally collected 24/05/2023 and I was given an ex display model to use. The ex display chair was one the most uncomfortable things I have ever sat on and whenever I said this I was informed by recliner factory staff I was lucky to be getting a chair at all. The plan was for engineer to transfer my chair to his unit and it was being collected on 31/05/2023 and returned to the factory. I telephoned on 06/06/2023 to be told it hadn’t arrived in the factory yet. I phoned on the 16/06/2023 to be told there was no trace of my chair and that it would be investigated. At this point I thought it would be safer for me to start a paper trail so I requested all future communication be via Email to which recliner factory reluctantly agreed to. After a number of emails I was finally informed they had found my chair and were looking for the engineers list before starting repairs the list was as follows : main seat leather was creased and discoloured and looked to be extremely weekend, main seat was leaning to left hand side, motor was arcing and loud while in use, mechanism was twisting and 5mm out on left side, castors to be changed to glides, I reported the back was far too loose and footrest was not closing properly and I was promised all these issues would be addressed. So I finally received my £3317 chair back on Monday 03/07/2023 I was informed I was to sign to state only that I had received my chair back and stated I would look at all issues I had raised over next 48 hours. On Wednesday I had to make contact with recliner factory and I informed Recliner Factory that all but one of the issues with the chair remained it seems they had spent five weeks changing coasters for glides our £3317 chair was actually worse and there are now blemishes and markings all over the leather. I stated I felt that Five weeks was more than enough time to repair the chair and that under my rights under the Consumer Rights Act 2015 I was looking for a full refund and the opportunity to shop elsewhere. I was informed that regardless of the law I would not be offered a refund and that I would have to raise a case with the furniture Ombudsman I felt this was unacceptable. I challenged this and was introduced to a rather unfortunate gent claiming to be a customer service manager. He went by the name of Matthew Jones prefers to be known as Matt. He told me in an extremely unprofessional manner that he felt I was lying and there was nothing wrong with the chair and in its twenty year history Recliner Factory had never had to take back a seat and offer a refund. He went onto state that I would not be entitled to a refund the next offer would be an independent inspection by an Independent Company that had to be a company of their choice! part 2 to follow

These two gentlemen deserve a medal my chair was never right from day one and spent several weeks in the factory.I rang Willowbrook to pass on my praises for Dave and Matt for their help, knowledge and professionalism and I now have chair I can actually use. It is a sad day when companies cannot or do not pass on compliments for their staff, as was the case in this instance.

Two very friendly men came and installed my adjustable bed, showed me how to operate it, and did it in about 35 minutes. They came on time having confirmed the afternoon beforehand their expected time of arrival. Very pleased with the service I received.

I ordered a bespoke made to measure chair as I was assured that it was the best option for someone of my height, and they were of the highest quality and craftsmanship. It arrived looking all nice and new, I was so excited at the prospect of a comfy chair that I could fit in, that’s when everything went wrong… The chairs motor broke after two weeks, and the engineer confirmed what I suspected, the chair wasn’t big enough. It was nearly 2 inches shorter than it was supposed to be, he also used the excuse of “oh it’s going to need re padding at the back” after less than four weeks. I called to express this and the young lady I spoke to who I won’t name, was surprisingly rude and abrupt. I was promised a call back within 48 hrs three days on nothing but radio silence £3k for a chair that’s not built to the specific measurements is pretty poor. I get that there are tolerance levels. I worked as an aerospace engineer all my working life, but nearly 2 inches is a lot Edit The chair stopped working again after a part was replaced mid week, leaving my disabled wife extremely distressed and stuck in her chair for an hour. I was also lied to by Stephanie whom I called originally, and the regional manager was never asked to call us back. Also I was told today by a member of staff an engineer would be able to adjust the chairs. When I said it’s not possible to add a couple of inches I was told the engineer will sort it!! I can’t wait to see how. Edit 2/5/24 After having both chairs back to re manufacture, leaving us loan chairs which exacerbated my wife’s condition. They were returned, mine has now got a cheap plastic controller, instead of the original 7 button and surprisingly after 2 days my wife’s chair stopped working again. A manager called Mathew called and basically said we’re lying about the problems as they couldn’t replicate the issues. Despite video proof being sent. They have refused to collect the poor quality, and not fit for purpose chairs and refund us. I wouldn’t recommend this company to my worst enemy. Edit 5/6/24 Willowbrook or The recliner factory have now told our legal team, that. A they weren’t aware of an issue B they’ve not been allowed to fix the chairs. Although how they can say B after saying A is beyond me. They also contacted trust pilot to remove the reviews as fictitious even though I had order numbers. So we’ve had to take them to court.

Andy was very quick and efficient.

Andy and Matt were absolutely lovely. Took my old chair away and assembled the new one very quickly. They explained everything about the functions and the do's and don'ts. I am delighted with the delivery service. My order number is 17325RC13368.

Very helpful and professional thank you Simon & Ionut

Mark and Craig did a fabulous job, they were very professional and friendly. The bed is so very comfortable and amazing, unlike anything I've slept in before. I'm very happy.

Time to make and speedy delivery, Craig and mack engineers who delivered and put it all together we good knew it was what they were doing, curtious and polite

The team, Stuart and Rich worked well together. They were very efficient and most friendly. It was a pleasure having them here.