Late, unreliable, rude, incompitent; we've spent more than 20 hours on the phone. It's hard to know where to begin. They cancelled the first two delivery dates, on the day of delivery, without any explanation, leaving us having booked a day at home to no purpose. At which point we discovered no one knew where our sofa was, although we were told, without irony, that it was not lost. We ended up having to chase this with their courier DHL, their customer service department and the store we'd purchased from. No one could tell us where our order was, or even if it had been manufactured; we were even told once that it couldn't have been made because it had a 14 week lead time (it had a five week lead time). No two stories were ever the same. We've spent more than 20 hours on the phone trying to sort this out. Their customer service department regularly asked my wife "are you sure we shouldn't be speaking to your husband?" She was authorised to deal with the order, and they had only ever dealt with her at that point. It felt like the 1950s. We would wait for as long as 30 minutes to speak to an operative, and promises to call back were usually unfulfilled. If a call back was missed, there is no option but to queue to speak to an operative again and request another call back, because it's "policy" not to transfer a call. We were often told these call backs take 48 hours, even if we were returning a call we'd just missed. I was told that it was our fault for missing the call, as my working day had no other demands on it; although it seemed lost on them that it takes them at least 5 minutes to answer the phone. They've spoiled so many days recently, including a 45 minute call in the middle of Bank Holiday which went nowhere; and they've made us use up all of our goodwill with our employers chasing these problems. Possibly most distressing is that we had to deal with DHL ourselves. We didn't choose them as our courier, or even know that they would be; yet Harveys seemed to abdicate responsibility for dealing with DHL, and any progress that was made seemed to come from our direct intervention. On the final day of delivery, weeks late, DHL managed to mess up the scheduling, but our contacts at both DHL and Harveys would not take our calls, or respond to messages or emails, although they'd promised they would be there to help if this happened. When we finally did get the furniture it was lovely; really everything we were looking for. Glorious, really. But we would never deal with Harveys again. They started by offering an embarrassing level of compensation. We've had to chase that, with continuingly terrible customer service, long waits and failed call backs to get an offer which we would have accepted on day one, but feels completely inadequate now. I'd just like someone to genuinely acknowledge how awful it's been, the fear of losing the money they insisted we pay in full before delivery, the hours of frustration, and be genuinely sorry. We continue the struggle; but it's not easy because they don't "escalate complaints". The front staff are not empowered to help, but they won't pass you on to anyone who can.