"Please do not buy the Sorento sofa from Harveys Furniture. When we bought ours 5 months ago, we told the sales advisor that we wanted something of good quality & hard wearing that would last a long time. He suggested this sofa, but what he didn’t tell us about was the puddling caused because it has one single piece of leather that covers the entire top of the seat. Apparently, according to their “independent assessor “ if we had bought a sofa with a seam across the middle, for example, this would not have happened. When we pointed out that we were never advised that this could happen, a customer service advisor told us that it was our own fault because we should have done our research. The only problem is that if you don’t know what puddling is (where the leather becomes baggy in the area that you sit) how would you know what to research.
The other problem is that when you recline the seats and put it back to the sitting position, the leather rubs together causing a loud groaning noise each & every time.
None of these problems are apparent in the sofa in the store, even though their one is over 3 years old.
We obviously thought that we were buying one exactly like the one in the store. PLEASE DO NOT MAKE THE SAME ASSUMPTION. What you see in the store is definitely not what you get.
This is the worst customer service department that I have EVER dealt with. It takes, on average an hour and a half of waiting ( whilst listening to monotonous music) before you can speak to a customer service advisor. Surely if the wait is that long, you need to employ more people. Or is that the point, you hope that the customer gets so fed up of waiting that they hang up the phone and don’t complain.
When you do make a complaint they send what they call an “independent assessor “ around to check out the problem. The only thing is that if the assessor was to advise them that they had sold faulty products to their customers, Harveys obviously wouldn’t keep on using that company. So therefore it’s in there best interest not to find a fault, even though the product is making a loud groaning noise every time that it is used for the purpose that it was bought for, to recline.
I will never ever shop in this store again."
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