“What a joke.
We ordered our sofa and chair in October 2018 (£3K) and we were "guaranteed" it would be delivered in time for Christmas and incidentally, for moving into our new house. We left the store very satisfied as we loved the sofa. We were emailed a few weeks later saying that the sofa would arrive 2nd December and it fitted in perfectly with our moving in times as it would arrive just a few days after we moved. Happy days.
We were then notified yesterday (less than a week before the delivery date) that the sofa was out of stock and the next delivery would be March 2019, almost four months after! I've tried to call the Harvey office for an explanation: "We are unable to take your call right now, please phone back later."
We now have to move house, with a three week old and no sofa for Christmas.... and we told the family we would do the entertaining on Christmas day as housewarming too! We'll be sitting on the floor playing Trivial Pursuit!
If only Harvey's were actually honest. It's tactic is to say "guarantee" on the product, collect YOUR money and then see how much they can deliver in the run-up to Christmas. If they can't deliver what YOU paid for, they then just give you your money back with no compensation or apology.
What a sh*tty business model; maximising revenue and then if they can't do what they promised, screw over the customer at the end. The company should be held to account for its "guarantee" and ordered to compensate if it cannot deliver.
A DISGRACE!!!!”
“Absolutely terrible quality sofa's and customer service. How you can sell 4 year finance for a product that only lasts one year i will never know.
The recliner on our sofa broke a few weeks after the 12 month guarantee ran out. Simple fix - the retaining spring has bent out of shape and therefore come out of its placeholder. I have managed to bend it back into shape and replace so i can close the recliner, but upon contacting Harvey's if they could pop a new spring the the post for me to replace was told i would have to (at my own expense) get an independent to come in, and assess my sofa's and the damage and to identify how the damage happened and who was at fault...
All i asked for was a spring (which probably costs them about 50p) to be sent in the post. Didn't kick up a stink that the sofa had broken, or was unusable. Luckily enough I'm handy and nimble so was able to temporarily fix myself (and older person wouldn't have been so luck and would be left with a footrest sticking out of their sofa)
Unbelievable - i used to sell furniture for a living and if this had happened to one of my customers i would have happily put a replacement in the post, no questions asked.. something that would have been so simply to get a good outcome was met with such resistance. Was even quoted the Consumer Rights Act of 2015... FOR A REPLACEMENT SPRING?
Bad quality product that i now don't trust will last the 4 years i have to pay for them, let alone any longer. First time i have bought brand new sofa's and to be honest my ancient second hand recliners were of a better quality.
DFS next time i think....”
“I would give no stars if possible. Been waiting for a piece of furniture to be told it was arriving today! Chased and they said it’s gone missing or could be out of stock! Partner taken day of work and been on hold for 4 hours just had a call back after pressing option 5 to make a payment and no further forward! Stressed and angry as I have had to rearrange plans and now have a tv sat on the floor with two young children! Harvey’s you need to talk to each other! Spent over £12,000 in 4 years with you and this is not good enough! Will not be recommending to anyone!”
“Ordered new furniture from Harveys promised to be here in 9 weeks tried to call customers service automated answering sevice told 81 minutes wait sent a email told to call so called again next day 51minutes wait. Eventually got through said would be here mid November. Called again, again 60 minutes wait. Went to the shop they said they would call me later that day. 1 week later they called me and said it might be here by the 22nd of December. Then had the cheek to wish me a happy Christmas. What a joke.”
“I would give them no starts if that would be possible. What a joke of a company. Things came damaged made us wait for a month until they changed it and store it in our sitting room! On the other items the delivery was cancelled twice. Impossible to get through to their customer services, nearly an hours wait every time and when you do get through to it they have no answers for you. Smug little shits picking up a phone and have no clue about what they are doing. I am so, so angered by this company, waiting for the furniture for 3 months and still cant get it in time. What a joke. They should get closed down for being so bad at what they are doing. You are building sofas and tables not rockets, get over yourselves.”
“Where do I start with this shambles of a service. I ordered my tables and chairs back in August. We thought we'd treat ourselves with a nice dinning room table and chairs set for the new house. So far I've had three cancelled deliveries by this mob and each time someone has had to day off for no reason. Each time I phone up to ask about information I'm on hold for at least half an hour. The last time I phoned I was mucked about by them until the finally said it was the stores issue. The in house staff are incompetent too. I showed the elder fellow their own advert and asked for the exact same set up to only have the wrong items sent out. As I type this, I'm sitting here trying to cancel my order as I have had enough. That task in itself is harder that It should be. I will never shop here again and I will go out my way to let anyone know about the shocking service and worse products.”
“I do not know were to start!
Terrible customer service ! Not the person on the phone itself ,but i weighted in line 50 minutes to than talk on the phone with somebody and be put in line again! End of the story they told me i would get a message from the store within 24 houres from the order cancellation. Well that never happened we went in atore and they did not know about us cancelling the order ! The sofa was supposed to be here between 6-7 weeks it s 10 weeks here and the order is atill not here and will probably not arrive for a while. When I tried to cancel the order all the above mentioned things happened . Now we have to wait til customer service send the calncellation forms ! We have no sofa and no money back! Do not buy from harveys ! Terrible experience ! Which i did not expect for a 3000 pounds sofa!”
“We placed an order for 6 dining chairs in October 2018 and were informed that delivery will be by mid-November. We had no communications from the company whatsoever and when we tried to call the customer service the message advised a 55minute wait. We sent emails to the customer service and no reply. We again called the customer service and the same 55minute wait message came. We waited for an hour and eventually their operator picked up the phone. No apologies and said delivery will be by mid December on any Tuesdays or Fridays. We requested delivery for an alternate day and were advised none available and after a rant we informed that one slot is now available for Thursday delivery (Saturday delivery £10 extra).
Strongly advise not to purchase anything from this firm. The operators were trained like robots “Sorry to keep you waiting. Is there anything we can help you with”.
Again, we are still waiting for the delivery, but it’s not worth the absolutely despicable Customer Service the firm offers or rather does not offer!!! Don’t buy from Harveys.”
“Had serious reservations about buying from Harveys but after seeing just the dining set I was looking for we ordered and paid for it after being told 2 weeks for delivery. They then rang and changed the date to a month later so I booked the day off work only to be contacted the afternoon before delivery that they had none in stock and they cannot tell me when they will have. I could kick myself for going against all the bad advice I'v had about this company and will be cancelling this order tomorrow. DO NOT USE THIS FIRM”
“The store guys were / are very good. However, the delivery and customer service call centre performance is truly abysmal. Horrific waiting times - over 90 minutes waiting to be answered - only to be lied to and fobbed off.
It's a real shame that the Customer Service call centre is letting the stores down but unless they get this part of the business sorted then they will surely go under in the near future. There are too many alternatives with good customer service for this to carry on.”
“Disgusting customer service, they lie, fob you off and take your money ASAP so that you can’t get it back easily.
Ordered a promised seven day delivery sofa, only to find out it wasn’t in stock, took my money out within 24 hours though.
I then find out they cancelled the order and reordered the sofa with a different order number - will leave that one with you to work out.
Appalling and unbelievable, oh and by the way still waiting for sofa, still don’t know when I will get it, if at all.
Tried to charge me 20% for cancellation, ummm surely if my order can’t be fulfilled then I should have a full refund.
Sick of communicating with them because I can’t believe a word they say.
DO NOT Deal with this company!!!!”
“I first purchased a sofa and two chairs in may 2018, 12 weeks later it arrived, mouldy, leather ripped and soaking wet! It don’t make it in the house!!
Very apologetic Harvey’s, ordered me a new one, so another 12 weeks wait! Offered two loan sofas but didn’t listen to my requirement for size, so two separate occasions I had to turn them away 🤷🏼♂️
New sofa arrived, and bare in mind I’d been promised VIP check would be carried out before delivery!! It came with a bent frame of the sofa it’s self and all feet the wrong colour to that I ordered! This was in October on the 5th, I’ve asked for a full refund and collection of the faulty goods!!
It’s now 19th november, two arranged dates and nobody has turned up and no refund! 7 hours on phone to customer services, emails, tweets, and calls to the store of purchase. Still no collection and making no headway at all with Harvey’s! I’ve now reported them to the furniture ombudsman!
Currently no idea when this will be sorted out! Paid over £3000 for this pile of bent meta”
“Harveu’s customer services is non existent. They have no regard for anyone. I wish I had never set foot in their store and, more than that, wish I never had any dealings with them”
“I ordered my Sofa and chair with an advised lead time of 9 weeks. I am now on week 13 and have not received delivery. I called to get an update, and after a 55 minute wait i was told they would deliver my order on the next coming Friday. In the run up to our delivery date, I have disposed of my old sofa in preparation of my new one arriving. I was then called the day before my delivery date at 5pm telling me my order will not be delivered! I called the customer services team immediately to find out what has happened. After another 50 minute wait, I was told the sofa hadn't even arrived in the warehouse yet and i would not receive delivery until early December. I am no left with no seating arrangements and a heavily pregnant fiancee that cannot get comfortable and rest. I have repeatedly expressed this point but don't seem to be getting anywhere with the staff. I have asked for the matter to be resolved asap but there doesnt seem to be any urgency from the staff and when i asked to speak to a supervisor, i was refused as he was too busy to take my call. I have given them 1 last chance to call me back with a resolotion by the end of the day otherwise i will be cancelling my order and going elsewhere.
By far the worst customer service i have ever received and would not advise anyone to purchase from them. The attitude and response I have received is unacceptable!!”
“very disappointed with the service that the this company has provided, first week of October we ordered a nice dining table set and since then till now I haven't received nothing.when I ordered they said it will take 2 weeks but that wasn't true. I called them so many times for them to give me a delivery date and time so I can take off from work and receive the goods but they lie to me because they never turn up with the furniture. yesterday 14/nov/2018 I called them again and they said sorry we had a problem with out system your next delivery time will be for Christmas time.
Terrible service, I prefer them to tell me the true and say it will take this time bla bla bla, but to lie giving a wrong date for a delivery that doesn't exist and making me take the day off from work is just not right!
I had to cancel this furniture and the finance because I am not happy at all with the service Harvey's has provided, their customer service team is terrible, I wish someone from Harveys can access my account for them to see how many times I have called on regards to my furniture, and to understand why I am so disappointed.
my order number was: 70104831”
“Purchase of sofa no issue but then comes delivery got e mail to give delivery day and time slot so day before hire van and as loading the van they call to cancel delivery as said it is delayed so then unloaded van and rebooked next week van hire again booked but not holding too much hope might have same issue again said that the email is a predicted delivery day and time even though it says your delivery WILL BE delivered between 7am and 1pm, customer service don’t care that took last days leave off to be here and that had paid to hire van which will have to do again”
“Just to let everyone know I today got my money back from my credit card company under section 75 Harvey can now go swing for the sofa they seem unable to deliver”
“1. Salesman measured order wrong. Outcome: took day off & awaited sofa delivery. Surprise surprise the sofa wouldn't fit in the house. Told in meantime, a loan sofa will be provided (turns out Harveys offer no such thing).
2. Salesman puts incorrect delivery address on replacement order. Outcome: sofa sent to wrong warehouse for about 4 weeks. Unable to book delivery date until sofa transferred to the correct warehouse. Formal complaint submitted after being told endless fibs about what the hold up was (e.g. new IT 'system', IT down, cannot get hold of delivery warehouse).
3. After 8 weeks replacement sofa delivery date is finally here! Booked day off work & await sofa. Lorry turns up (late). No sofa on lorry. Told have to rebook delivery via customer service. Customer service don't know why the sofa wasn't on the lorry. No more annual leave left so cannot take any more time off. Told may have to wait weeks for new delivery attempt.
Total wait time to date: almost 3 months & still no sofa. Very angry & frustrated. Will never shop at Harveys again, or recommend them to anyone! Whole process incredibly stressful & a complete joke.”
“I ordered a sofa over 13 weeks ago and have been told twice now there is a delay are they kidding me how long does it take to get a sofa from this firm ? I will be getting my money back if I don't get this sofa this week from my credit card company under section 75 consumers act”
