“Hi my complaint been going on 4 months. I ordered 3 sealer 2 seater sofas and a chair and a pouffee. Nothing like the same quality as in store creasing looks like a 10 year old furniture not 9 weeks when I complained. They have now offered a replacement I will see what this quality is like but I won’t hold my breath. Customer service is dreadful been lied to several times from different people. They sent someone out at first who said nothing wrong with it to Harveys in his report? But said to me it’s a load of rubbish and won’t last 12 months. I then had my own report done and told Harveys who then sent someone else out who I told this guy what my own report said. He didn’t argue because I knew what the faults were he just said yes it’s faulty. Can’t wait to see the quality of new sofas can’t imagine them being any different.”
“had our sorent leather corner sofa delivered this morning, excellent service from on line order to delivery, sofa arrived on time and is excellent quality and high standard , delivery guys very police and good service would highly recommend”
“Okay - initial delivery following very good purchase was before stated date. V pleased. 2.5 years later, sofa bed failing : holding springs shearing off!! I paid refundable £50 for assessment. Fault confirmed and money returned promptly. First attempt to deliver replacement part failed as I was not notified of delivery time; the second attempt failed as the van broke down 40 mins or do before end of delivery window time. Okay. Third delivery and the part landed safely - measuring approx 1.5 metres x 1 metre. Hardly small. On Sunday 5 August 2019, a charming engineer arrived to fix sofa bed. Hooray!! Alas, no. The replacement part is 2 inches too small and will have to be returned. It has taken since mid April 2019 to reach this situation. Someone has provided the wrong measurements or similar. I have written to CEO asking for a replacement sofa bed, please. All those 5 hour window slots for assessment, delivery etc have exhausted my patience. I await a response from someone. Anyone will do!! Okay, there are bigger problems in the world, and a broken sofabed is very First World. But ...”
“If I could give a minus rating I would! Awful service and product.
The glass top table has two chips in it! It was over £500!! Absolitely disgusted with Harvey's service also ...promised installation and guess what delivery men said they were not installing as we would have to pay an additional £50 on top of the £49 delivery fee!! ....I have since emailed and complained and 2 days later no response ......I'm now looking to take this further.”
“DO NOT BUY order a sofa in December constantly promised to deliver so took time off work for it not to arrive eventually told by one person sofa was missing. Tried to cancel order and told if we beared with them would get £450 good Will gesture and then told not that was a mistake £50 only. Hours and hours of time wasted on hold to a rubbish customer service line where people say they will help and get back to you but never do - horrid horrid horrid”
“Terrible!
Never ever ever get your sofa from this shambles of an organisation!
They lie about delivery dates.
They have no idea when your sofa will arrive and openly admit until it is in their warehouse they can't guarantee anything.
They have failed to deliver twice at the agreed delivery and can now no longer provide a date. Well its only been 6 months so far I can wait.
They do not give any compensation until after the sofa has been delivered as they want you to not want to bother about returning it once they offer a pathetic amount.
They do not contact you with update you have to phone and chase. Sometimes you wait over 2 hours in a queue. I suppose they get a quite a few complaints. Their sales line is instantly available!
I can't review the quality of the sofa yet so hoping that's more positive.”
“Will never buy another product from harveys.waited 4 months for my new sofa. 3 weeks later the leather on the recliners started to come off. Phoned them to complain over 4 weeks ago and they said someone will come to look at it 14th August so iv been stuck with a sofa I paid £1700 for and avnt been able to use the recliners for 6 weeks 😩😫😢not a happy customer”
“This is purely about the aftercare, so be warned if you love AWFUL customer service!! Simply the worst aftercare I have ever experienced! We purchased our sofa set from the Ashford Kent store earlier this year on the 2nd of March. Firstly the item was delivered almost a month late from the advised delivery date to then find out that the delivery guy, 1 off 2 decided to bring in the Love sofa around the side of my house on his own....(sensible), this resulting in him scuffing two of the corners. By this time I have had multiple calls with your customers service team regarding the late delivery and damaged goods.
When trying to call customer there is a guarantee'd minimum of 45 minutes on hold before talking to anyone! This alone is really not acceptable, to then be put through to a customer service representative who actually can't help but read from a script and not actually help or want the customer happy in the slightest. You can't talk to a manager (Who is in the office), you have to request a call back within 24hrs... which I did but guess what! No call back to this date from a manager. BAFFLED
So 4 months down the line it came to the repair day, oh to my amazement the wrong material was sent to repair the sofa!!! In the end the material was stretched around the bottom of the sofa so it can not be seen but can still be felt.
I was offered full compensation to my bank account to then also find that this was a lie!! Apparently you can only refund £50 to my bank account and the rest off the finance.
So to simply cap this off, I still have a faulty sofa but I just wanted this madness to end.
I can honestly say this is the worst experience/customer service I have ever come across.
I have simply asked for a Harvey’s manager to call me out of courtesy but I have been told numerous times that the matter is now at a close so it can’t be escalated to management!
Regards
Luke White”
“This is purely about the aftercare, so be warned if you love AWFUL customer service!! Simply the worst aftercare I have ever experienced! We purchased our sofa set from the Ashford Kent store earlier this year on the 2nd of March. Firstly the item was delivered almost a month late from the advised delivery date to then find out that the delivery guy, 1 off 2 decided to bring in the Love sofa around the side of my house on his own....(sensible), this resulting in him scuffing two of the corners. By this time I have had multiple calls with your customers service team regarding the late delivery and damaged goods.
When trying to call customer there is a guarantee'd minimum of 45 minutes on hold before talking to anyone! This alone is really not acceptable, to then be put through to a customer service representative who actually can't help but read from a script and not actually help or want the customer happy in the slightest. You can't talk to a manager (Who is in the office), you have to request a call back within 24hrs... which I did but guess what! No call back to this date from a manager. BAFFLED
So 4 months down the line it came to the repair day, oh to my amazement the wrong material was sent to repair the sofa!!! In the end the material was stretched around the bottom of the sofa so it can not be seen but can still be felt.
I was offered full compensation to my bank account to then also find that this was a lie!! Apparently you can only refund £50 to my bank account and the rest off the finance.
So to simply cap this off, I still have a faulty sofa but I just wanted this madness to end.
I can honestly say this is the worst experience/customer service I have ever come across.
I have simply asked for a Harvey’s manager to call me out of courtesy but I have been told numerous times that the matter is now at a close so it can’t be escalated to management!
Regards
Luke White”
“Just a follow up regarding my 90 min call to customer services, just had my phone bill in and it was actually 98 minutes cost of call using Virgin land line £15.92.
You actually pay to complain on premium rate call charge, Harvey’s don’t tell you that.
They should be shut down”
“Avoid at all costs. 5 times my order has been dispatched once to the wrong address twice damaged and twice incomplete. Worse company I've ever dealt with”
“Along with many other by the looks of it.. Terrible customer service. Waited almost 4 months for the suite ,had it less than one day and the recliner chair tripped the electrics in the house so was left with the chair reclined the earliest they had for a technician to call was a month, finally got them to get someone out 8 days later so had all the stress of arranging for someone to be home ..for the technician to take the cable from the chair which had been split due to it being cought in the mechanism... so now have a chair that doesn't recline an can't sit for any length of time on without being reclined ..phoned to find out when the chair would fixed was told Harvie's would be in touch.. week later got a txt to say they would need to wait on a part which would be 8 weeks but most likely to be 12 Weeks no apologies nothing .. ..customer services about useful as the suit have purchased .. I would not recommend Harvie's unfortunately I hadn't read the reviews ... Disgusted”
“went to Harveys Crawley sussex the salesman was very helpful and answered all the questions we put to him. the salesmans name was Craig Wills . my wife is blind and this salesman explained everything professionally to her”
“Harvey’s is a joke, the shop is sell it and forget. Customer service is no help 90 mins waiting to talk to someone who has no interest.
5 delivery dates so far, do not use this company.
Complained in the shop and all they say is phone customer services, no wonder stores are closing it’s a shame Harvey’s stores don’t close and save customers wasting there time.”
“Ordered a sofa from the Huddersfield store on 5th July. Before ordering the sofa we found out the lead times and was advised some of the items of display were "stock items" meaning they had shorter lead times for delivery. We chose a sofa and checked it was in stock as we had a strict time frame on when we needed it by. We told the salesman in store this and asked him to double check the time frame given. Once a delivery date of 12th July was agreed we took out a finance agreement on the sofa and went ahead with the order. On the 10th July I received a text message stating it would be delivered on 12th July between 7am and 1pm. However, on the 11th July my partner received a voicemail stating the item wasn't in stock therefore wouldn't be delivered as agreed. I tried to call customer services but on 10 occasions through the day but was cut off before been able to speak to someone. Eventually I managed to speak to Emily in customer services on the 11th call after 45 mins on hold. When I explained the trouble I had in trying to contact the company she explained there was a fire drill so all calls were cancelled. I was frustrated by this so asked why this wasn't made clear on an automated message or displayed on the website and she simply states "well your not the only one who couldnt call we cancelled all calls and needed to do the training". The call then went from bad to worse! I asked why the sofa wasn't going to be delivered and she stated its not in stock so I asked for an update on when it would be but she stated she couldn't give one as they need to wait for it to come in. Frustrated with this I asked to speak to a manager but she refused to allow me to. She simply told me to wait to receive a call but refused to give a time frame and put the phone down.
I read the reviews and thought an order of one sofa that was supposedly in stock couldn't go wrong.....How wrong I was...They are a disgraceful company and the many reviews showing very similar problems show this isn't an isolated case!”
“Ordered a sofa from the Huddersfield store on 5th July. Before ordering the sofa we found out the lead times and was advised some of the items of display were "stock items" meaning they had shorter lead times for delivery. We chose a sofa and checked it was in stock as we had a strict time frame on when we needed it by. We told the salesman in store this and asked him to double check the time frame given. Once a delivery date of 12th July was agreed we took out a finance agreement on the sofa and went ahead with the order. On the 10th July I received a text message stating it would be delivered on 12th July between 7am and 1pm. However, on the 11th July my partner received a voicemail stating the item wasn't in stock therefore wouldn't be delivered as agreed. I tried to call customer services but on 10 occasions through the day but was cut off before been able to speak to someone. Eventually I managed to speak to Emily in customer services on the 11th call after 45 mins on hold. When I explained the trouble I had in trying to contact the company she explained there was a fire drill so all calls were cancelled. I was frustrated by this so asked why this wasn't made clear on an automated message or displayed on the website and she simply states "well your not the only one who couldnt call we cancelled all calls and needed to do the training". The call then went from bad to worse! I asked why the sofa wasn't going to be delivered and she stated its not in stock so I asked for an update on when it would be but she stated she couldn't give one as they need to wait for it to come in. Frustrated with this I asked to speak to a manager but she refused to allow me to. She simply told me to wait to receive a call but refused to give a time frame and put the phone down.
I read the reviews and thought an order of one sofa that was supposedly in stock couldn't go wrong.....How wrong I was...They are a disgraceful company and the many reviews showing very similar problems show this isn't an isolated case!”
“Goods delivered faulty,not just one but three, replacement sent for one, 3 weeks later, again faulty ,didn't even come off the lorry, Asked to have all returned as not satisfied with quality, date given, Didn't turn up, phoned up store to see why , wasn't on the list, As we were having our new furniture delivered next day, Harvey's had to get local firm to come asap to pick up .THEN to add insult to injury our money should have been put back into our account in 48 hours , phoned up told it would be put in the next 24 hours, 3 days later while on our holiday had to phone up yet again and told it is now sorted out, but I won't hold my breath, Customer service is very poor having to hold in a line of 17 people, When I get get through and asked if I would get any good will compensation, for all the grief and phoning up , guess what the answer was. NO. We had spent nearly £2,000 , lucky they can afford to loose that kind of custom, Never again will I step inside a Harvey's store, and I will let it be known to friends and family.”
“I wish there was an option for 0. This is the most incompetent company of any description I've ever had the missfortune to deal with. We placed an order for a sofa on the 2nd of March at their Luton store - was told it would take 14 weeks MAX as the sofa was coming from South Africa (probably a lie). We are now in JULY, have been given 3 delivery dates, all have been cancelled, the latest this morning cancelling a delivery for tomorrow. We had a house fire and have been out for 8 months, we're supposed to be moving back in at the weekend with 2 small children and we now have nothing to sit on and no idea when we will have. The worst thing about it was that the news was just delivered in a very matter of fact cowardly voicemail message saying "Just to let you know your delivery scheduled for tomorrow is no longer happening as the stock hasn't come in". To add insult to injury we have since received an automated text confirming the delivery which has now been cancelled ! I heard a rumour recently that the company is about to go into administration. a) I'm not surprised and b) I hope it's true.”
