Customer Satisfaction

We send our customer satisfaction survey to everyone who contacts us with an enquiry as part of our commitment to continual improvement (a requirement of BS 5750 / ISO 9000).

If you didn't use us we use the feedback given internally to understand our market, and where necessary modify our business model.

We publish a summary of the results of everyone who uses us below, so potential customers can see the great service we offer:


Customer Service Results

Flat Pack Amigos email all customers for feedback on our service. We collate these figures and publish them on our website a couple of months in arears.

Unfortunately not every customer replies to our survey but these are the results from the last 12 months (680 customers) who replied to our customer satisfaction emails.


  • 98.68% Were satisfied with the overall assembly.
  • 99.12% of customers were pleased with the service
  • 98.09% felt the price paid was fair
  • 98.53% would use FPA again.

Clearly we would like this to be 100% and we are always looking into how to address these areas.

Estimated Charges:

  • 98.53% stated the method of charging was clearly explained when they made the booking.
  • 97.36% agreed the price estimated was roughly the amount they expected to pay (or less) when they contacted us.

Actual Price Paid:

  • 98.09% paid the estimated amount.
  • 99.27% stated the actual price charged was clearly explained when payment was requested.


When you book you will normally be given a timed appointment slot.

  • 94.27% of assemblers were on time*
  • Of those that were late
    • 94.8% notified the customer in advance**
    • 69.1% were one hour or less late.

* If an assembler is running late, we expect them to notify you, we do not expect them risk an accident by driving too fast and then arriving agitated or stressed.
** In Central London we use the London Underground to travel to jobs. This removes parking costs, getting stuck in traffic and the Congestion Charge. Unfortunately mobile phones don't work under ground, so if an assembler is delayed, he may not be able to notify you.


  • 99.41% said his/her/their manners were acceptable
  • 99.27% said his/her/their appearance was acceptable
  • 98.53% said the premises left tidy on completion
  • Where appropriate*** 98.68% said the furniture was correctly demonstrated (drawers, sliding doors).

*** We do not feel the need to demonstrate sleeping on a bed!



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Recent Satisfied Customers


What a useful service! The communication was quick and efficient and I got booked in for a time that suited me. Brendan, who assembled the furniture, was on time, really friendly and good company. He worked solidly and made sure he cleaned up behind him as well as leaving a few spare screws for us to use in the future to fix the furniture to the wall. Really good service.

(5 out of 5 stars) on March, 10, 2018


Great service

(5 out of 5 stars) on March, 7, 2018


Very efficient and friendly service. Would definitely use again.

(5 out of 5 stars) on March, 7, 2018


From the booking point to the actual day of assemble was needed the service was very professional, helpful and polite . Would recommend this device to everyone.

(5 out of 5 stars) on March, 6, 2018


This service was ideal and efficient. I would use flatpackamigos every time. I was contacted immediately, kept up to date, the ease of use was great. From contact to getting the work done. The assembler was friendly, informative completed work on time & talked us though use of shelves & tv unit as we had a soft drawer close. He also located it where we wanted them in the room. It was overall an easy to use efficient service & at a reasonable price. I would recommend them to anyone.

(5 out of 5 stars) on March, 2, 2018


Chris came to fit two wardrobes for us. The whole service has been brilliant. It was easy to book with Roger and the job was booked in very quickly. Definitely good value for money and took all the hassle and stress out of building the wardrobes. They look fantastic, he's done a really good, professional job and even hoovered the room afterwards! Really appreciated the handy tips about furniture maintenance, Chris was really friendly and helpful. Will definitely use again!

(5 out of 5 stars) on February, 28, 2018