“Horrendous customer service We ordered a in early Feb. Now June and no delivery, they do not return calls when promised. Showroom staff do not want to no, you are made to feel invisible, would not recommend them to anyone. Try other suppliers.”
“WARNING - Faulty sofas, 2 year+ battle to get a refund!
I ordered my 2 sofas and footstool in May 2015, less than a year later the 3 seater was sagging and uncomfortable. I reported the fault to Harvey’s within a year of delivery in March 2017. After 5 unsuccessful repairs I was given a replacement sofa. This sofa was worse and became sagging and uncomfortable again within 1 month! Harvey’s’ refused to give me a refund even though the law states you are entitled to a full cash refund after you have given the retailer the opportunity to both repair and replace. After 2 further unsuccessful repairs, I was finally granted a refund in September 2018. Yes all in all this process took 18 months! Yet the unbearable frustrations did not stop there with Harvey’s. I was told I would be refunded within 2 weeks, once the old sofa was taken away in September 2018. However the refund was never received. After continuous phone calls and emails with Harvey’s (both the store and customer service), I finally received the refund plus compensation cheques in May 2019 (9 months late!) This whole experience from reporting the original fault to getting my money took 2 YEARS and 2 MONTHS! Horrific.
I have kept this purely factual to keep it short, but as you can imagine this has been an extremely frustrating, stressful and miserable 2 years. Harvey’s products are of the lowest inferior quality and their customer service is utterly incompetent. Please be warned, do not buy from Harvey’s.
As a tip to anybody facing similar problems, Harvey’s use a useless company called ‘Homeserve’ to inspect products reported as faulty. Harvey’s commissioned ‘Homeserve’ to inspect the replacement sofa and they said that there was nothing wrong with it and the problem was due to “customer seating position”. I am quite slim, we don’t have kids and I like to sit straight on my sofa as it is comfier, so this was completely unfounded. However it is irrelevant really as I should be able to sit however I like on my sofa without it going faulty within 1 month. Top tip - I commissioned my own report with ‘Servico’ who found the structural issue with the sofa and their report was the evidence that finally enabled a refund to be granted (the Servico inspection costs £45 but Harvey’s refund this if their report deems the product as faulty).”
“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 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 very difficult because they "do not escalate complaints"; the front line staff are not empowered to help, and won't pass you to someone who can.”
“I would like to share my experience with Haveys furniture store customers service.
Back in February this year we went into the warrington showroom to purchase a new sofa and dining table with chairs. We paid on our card and left the store with the understanding that we would have the items in the next 4 to 6 weeks.
After 5 weeks had passed I rang the customer services team to find out when we would delivery be. I was advised that the table was on a delay and we would need to wait a further 8 weeks before the order could be fulfilled. With a threat to cancel a compensation payment of £170.00 was agreed by the Warrington store.
The delivery date arrived.. . Along with the wrong sofa, love chair in one colour and three seater in another.The store had ordered incorrectly.
We was then advised we would have to wait up-to 2 weeks before the delivery of the incorrect sofa was showing as complete before a new order could be made with the correct furniture. There was a further 4 weeks delay before this replacement was made with a further wait time of 4/6 weeks.
Note the table arrive perfectly and were very happy with it!
Mid May we had a call from Harvey's to arrange delivery of the replacements, the only days available where Tuesdays and Thursday, advised my wife would have had to take a day off work to receive the delivery, and I would be looking for a reimbursement for the days leave taken, this was agreed on a recorded telephone call.
Delivery day has arrived, upon removal of the incorrect sofas the blinds to my patio doors were damaged, was advised just ring the store who will sort out compensation for them be replaced.
Call made that very same day to be insulted with a offer of £50 to replace my £280 blinds, when refused, I was advised to send a copy of the invoice / proof of replacement purchase to them, which was done that day.
I was initially offered a compensation payment of £170 by the Warrington store back at the very beginning of this ludicrous journey which customer service are now denying or accepting responsibility for, they are also advising that although
It was agreed my
Wife would be reimbursed for her days holiday they won't be processing it.
Call made today , 31/05/19 to escalations after receiving a missed call from them.. at 15:24 hours I was stuck in a queue for 96mins then the line went dead at 17:00 and I was cut off! Funnily
Enough Home Time for customer
Service!!
Rang the Warrington store and was advised that it isn’t their issue it’s customer service and they can not
Help!! Fantastic! Very happy to take payment from you but that's where the service ends!
Now the weekend.. still no answers.. still no resolution!
Total Emails sent 5
Total Phone calls made to customer 64
Calls received 5
Calls to the store made 45
Calls Received 3
My only regret was not canceling my order back in March.
Make your own minds up.”
“If I could give no stars believe me I would what Harvey’s are doing is so so wrong on all levels.
First I was lied to about lead time for delivery of the warren sofa by Solihull branch then I was told item could have ordered as express item.
Delivery due today phoned at 9.30 to be told by Emily at customer services yes order is in lorry and will be delivered.
Phoned at 3pm as had not heard anything and spoke to Marc and to be told that it would be here before 6.
Well 4pm still had not had my phone call to day they was an hour away. So phoned branch.
To be told it was never in delivery lorry and 2 seater sofa is not even in stock. So when they took my money they did so fraudulently as they never even had item.
Now being told 3 seater can be delivered Saturday and 2 seater within 2 weeks of June according to store.
Phone up head office spoke to Emily yet again to be told that the two seater is in stock and she couldn’t understand what we was being told.
Phoned Solihull bench back and to be told warehouse says 2 seater is not in stock. So who is telling the truth.
Yes we have been offered a loan sofa which I have had to accept as we have nothing to sit on I have also made it clear I have animals and children and will not be held liable for any damage. To which I was told that they was good enough to loan me a sofa. Which I replied you would not have to loan me a sofa if you had delivered mine.
Cannot understand how they fraudulently take money, get away with lying consistently and also how the business is even in operation.
All Harvey’s do is lie lie lie that should be there motto”
“I Haven’t spoken to Harvey’s yet. But only had leather sofas 8 weeks they are all creased and pooling I went back to shop which those sofas are still perfect I think they use cheap leather on furniture apart from shop displays.”
“RIDICULOUS CUSTOMER SERVICES
Hi
I just rang Harvey’s customer services to find out if I’m still in warranty and if so how long have I got remaining.
To cut a long story short the customer services assistant (Karen) was not ready to answer my questions instead she wanted to answer me with her questions instead!
She was trying to say she can’t tell me how long I have left on my warranty until I have not had a independent report done on the sofas...apparently this the process/procedure when I questioned her why. I then asked to speak to her manager and she said she cannot do that either. I then asked if could to perhaps speak to another colleague of hers, she can’t do that either.
in my opinion very sad to see Karen drag Harvey’s reputation down like that...I’ve dealt with Harveys customer services before including there social media team and they have been very helpful. Karen was just the opposite today.
(Sorry if this review is posted twice)”
“RIDICULOUS CUSTOMER SERVICES
Hi
I just rang Harvey’s customer services to find out if I’m still in warranty and if so how long have I got remaining.
To cut a long story short the customer services assistant (Karen) was not ready to answer my questions instead she wanted to answer me with her questions instead!
She was trying to say she can’t tell me how long I have left on my warranty until I have not had a independent report done on the sofas...apparently this the process/procedure when I questioned her why. I then asked to speak to her manager and she said she cannot do that either. I then asked if could to perhaps speak to another colleague of hers, she can’t do that either.
in my opinion very sad to see Karen drag Harvey’s reputation down like that...I’ve dealt with Harveys customer services before including there social media team and they have been very helpful. Karen was just the opposite today.”
“If there is a problem with your sofa you have to pay an independent company (they say) to check it then they say its not a manufacturing fault so more money wasted. We will never ever ship there again.”
“Chair is not right and your customer service is absolutely terrible only had sofa and chair for five days can't get it seen to for another fortnight absolutely disgusting. Your willing to take the money but not take care of your customers”
“Dusgusted
We had our corner sofa delivered today which has several faults went to the store told they couldn’t do anything and was put on hold for an hour for customer services we wanted the sofa returned and a refund as unusable and was miss informed about recliners but will not do this we have to wait weeks for a techinicial to give his opinion until then we have nowhere to sit as we were told not to use absolutely disgusted never shop there again will be taking this further”
“Do NOT USE Harvey's, I repeat DO NOT BUY from Harvey's. I ordered by sofa in January and was told I'll get it before April. I received my sofa in May. After delivery I realised that the foot stool did not come with it. I rang customer services and at first they said it's on record that it has been delivered. I persisted that I haven't received it, then they checked again only to be told that it is in the distribution centre and no one had arranged for it to be delivered to me. I had to wait after several phone calls, at one point I was on the phone for 3hours and was charged by my service provider.
I was told to pick it up in a different store closet to my house, but they never delivered it to that store on the day I was told to collect it. The manager from the Manchester store rang me only to aggreviate me and undermine my intelligence. He said he wouldn't give me a refund that I requested for the foot stool and they would rather charge me for Harvey's failure to deliver a foot stool which I am paying for with their finance company
My sofas look like they are 2years old already and I've only had them 2months.”
“I would not order from Harvey’s again. Placed my order in feb and told by sales assistant that it would be delivered end of April beginning of May I asked if this was definitely the case as if it was later I would order from another shop to be told yes beginning of May at the latest.
When I phoned store end of April to be told no it is 16 weeks from date of purchase spoke to manager at Solihull store who told me that if I wanted to cancel the order I would loose 20 per cent of total order, and he wasn’t interested in the fact that I had been mislead and the sales assistant clearly lied to get sale.
Then I had phone call to arrange delivery for 19th June when I asked to speak to a manager apparently they cannot escalate my call to manager as they don’t deal with problems. So there is no customer loyalty they are only interested in the money. I will never recommend them”
“Failed deliveries and defective…
Failed deliveries and defective products. First time I wasn’t notified of delivery. First notification was when delivery driver called 45mins away, when I was at work. When I rang they lied saying and said I was and voice mail which was a untrue. Second delivery(scheduled) never arrived after I took day off work. I was only informed when I called at the end of the delivery due time. Once delivery finally arrived I was missing chairs with my delivery. Table had notable factory defects and various scrapes. Scandalous service. Awaiting a response from customer service team as shop saying they don’t know.”
“I just got off the phone with a customer service agent called Kaisar Farooq (Wednesday 14th May 2019 @09:40) who is the worst agent I have ever had the displeasure of dealing with. First, he was struggling to find my order and needed me to repeat the order number, which is forgivable. Then, I asked him very simply "Do I have warranty?" to which he responded "what do you need it for?" I told him its irrelevant and I want to know whether or not I have warranty. He then said "No"! Unbelievable!!! I asked him is there no such thing as a manufacturer's warranty??? He then put me on hold to check the manufacturer's warrant and confirmed there is 12 months manufacturer's warranty. I then asked him whether or not I had extended warranty and he put me on hold again and confirmed I do have extended warranty!!! And guess what...it was 5 years extended warranty! So he lied to me when he said "No" I don't have warranty with my purchase. I told him the recliner is no longer working and I would like it repaired. He then told me that is a wear and tear issue and my warranty only covers me for accidental damage! He said I would need to pay £50 for an independent specialist to have a look at my couch and confirm if its a manufacturer's defect or wear and tear. He said if its wear and tear I would not be reimbursed the £50 assessment and my couch would not be repaired through my extended warranty cover. I kept telling him he is argumentative and rude and he needs to stop interrupting me when I speak. At no point was I abusive or swear or even raise my voice but I was feeling extremely agitated! I tried to give him feedback because I was fuming (again I never raised my voice or swore) but he then played dumb and said "hello, hello" before he hung up on me! I immediately called back customer services to complain and the female customer service agent Danielle logged my complaint and she even confirmed that my warranty covers me for a defective recliner!!! She said all I need to do is call their claims company called Guardsman who process these type of claims, which is covers defective recliners. Kaisar Farooq lied to me several times when he said "No" I don't have warranty and defective recliners are associated with wear and tear, which he claimed is not covered under my extended warranty cover. The man has no business working for Harvey's or any customer facing role! If I wasn't persistent and if I didn't continue to challenge his knowledge and answers I would be stuck with a defective couch having to pay out of my own pocket for a repair. God only knows how many other people he has misinformed and lied to in the past. Thankfully, Harvey's record telephone conversations so they can review the conversation and confirm the lies he tried to feed me and how his behaviour and conduct was unacceptable and far removed from Harvey's otherwise reputable service. I logged a complaint with the customer service agent Danielle and I am hopeful I will be contacted with a resolution, otherwise I vow never to shop at Harvey's again just so I have peace of mind that I would never have to deal with Kaisar Farooq again!!!!”
“Avoid Harveys at all cost - don't deserve the one star given. You'd think with high street stores closing due to on line sales Harveys would be more professional than they are. Actual service in the store I cannot complain about but I have been waiting over 16 weeks for a 3 and 2 seater sofas to be delivered. I was contacted with a date for delivery so made arrangements for my old furniture to be taken away and booked a day off work to be available to receive the goods. Only to be told less than a week later the date had been changed. This is how they work - they receive a date for when the furniture should reach the depot but apparently this is only a guesstimate date so they ring the customer and provide a delivery date - knowing full well the furniture is not at the depot - if the depot delivery date changes they contact the customer again a reschedule the delivery still not knowing if the furniture will be delivered to the depot or not - this can go on until you get the furniture - why do Harveys think they can mess customers around like this. They should not give a delivery date until they know for sure the furniture is at the depot. I can tell you if you've been inconvienved in this way the furniture is held at concept logistics OR XPO logistics lutterworth - LE17 4XN - telephone number 01455 858988 - maybe if every customer that has been messed around rang this company they might try and improve the way they work - as I say avoid Harveys like the plague -the customer service / delivery team are if no help either - disgusting why to treat customers”
“At the front end of the process it was no problem. The store staff we friendly and polite and knowledgeable. Purhcased/arranged delivery of a 3 and 2 seater sofa with a 4 week leadtime (4 weeks is good).
4 weeks later - they delivered when they said they would - the 3 seater was delivered/assembled ok. The 2 seater however did not - they sent two right hand facing portions instead of a left and a right hand side portion. Delivery folks were suitably embarrased and promptly blamed their warehouse for the fault. Was told to keep the mismatched 2 seater as I would get re-delivery quicker if I kept it. Phoned customer services the next day and was told to call back in 48hrs for an answer regarding re-delivery. Phoned and got through after about 40 mins to be told that I had to phone local branch to arrange re-delivery. Phoned local branch and got told that the guy dealing who deals with this sort of thing was off and would be in next day. Phoned next day and was told re-delivery would be Saturday. I came down from Edinburgh (2hrs + in car) to take this - only to find that they had delivered 2 right hand modules again. Was told they would ring me to re-arrange for the 3rd time. Sent 2 letters of complaint to their e-mail address - these were ignored. Did not hear anything back from them at all and I had to phone up again 4 days later to get another date for delivery - this time for Monday (I had to take another day off work). Missing item was delivered, but delivery guys were rude and made a big fuss of taking the extra item left over - saying that they had not been told to pick anything up. Overall - 9 weeks from start to finish. Total hassle, inept customer services and poor communication. Harveys - you need to sort out your logistics tail/comms - they are shockingly poor. Will not touch your products with a barge pole and will be broadcasting my experience to everyone I know.”
“My wife and I purchased 2 x 2 seater manual recline leather settees from Harveys, the seats "sank" and the settees were so shoddily made they were deemed not fit for purpose by Homeserve, the supposed independent inspector.
We were offered a full refund or exchange by Harveys, presuming it was a "one off Friday afternoon job", we settled for the exchange.
We chose a different settee, with an electric recline, being assured by the salesman that the seats could not "sink" as they were supported by the electric motors, after we explained to him we both suffered from back problems, and needed firm seats.
Within a matter of weeks the seats had sunk, there was a dark mark on the arm of the settee, the recline mechanism on one side is so noisy we have to pause the television, and the two back sections, which should be removable, are not.
Whilst not being manufacturing faults, they are all design faults which is part of the manufacturing process, and need to be addressed, Harveys don't want to know and now the Furniture Ombudsman has sided with one of it's benefactors, even though it is supposed to be impartial.
We have a £1000 worth of rubbish sitting in our lounge, we have had two leather suites previously, both lasting for approximately 8 years each, with no problems at all, and outlasting 2 teenage boys.
Shame on you Harveys, we are spreading the word to boycott your products, and hopefully this review will help that cause.”
“My wife and I purchased 2 x 2 seater manual recline leather settees from Harveys, the seats "sank" and the settees were so shoddily made they were deemed not fit for purpose by Homeserve, the supposed independent inspector.
We were offered a full refund or exchange by Harveys, presuming it was a "one off Friday afternoon job", we settled for the exchange.
We chose a different settee, with an electric recline, being assured by the salesman that the seats could not "sink" as they were supported by the electric motors, after we explained to him we both suffered from back problems, and needed firm seats.
Within a matter of weeks the seats had sunk, there was a dark mark on the arm of the settee, the recline mechanism on one side is so noisy we have to pause the television, and the two back sections, which should be removable, are not.
Whilst not being manufacturing faults, they are all design faults which is part of the manufacturing process, and need to be addressed, Harveys don't want to know and now the Furniture Ombudsman has sided with one of it's benefactors, even though it is supposed to be impartial.
We have a £1000 worth of rubbish sitting in our lounge, we have had two leather suites previously, both lasting for approximately 8 years each, and outlasting 2 teenage boys.
Shame on you Harveys, we are telling everybody we know to boycott your products, and I hope this review will also help to stop you selling badly designed/made products.”
