“Extremely disappointed with the after customer care from Harvey's and their insurance partners.
I spent £3,250 for a corner sofa. I had to wait for 3 months to have these delivered and it was September 2017 when I received them. Two sofas(middle) were ripped underneath and I contacted the store only to fool me by confirming that they had booked some one to come a round to take a look plus fix as needs be. Waited in vain and no one turned up, only to contact them again after 3 weeks and now advised I follow up an email which I did. From then to date despite being a very caring individual using protection and polish I happen to have more wear and tear underneath the sofas but Harvey's is playing hard of hearing. I have been moved in circles and still can not see myself out of the tunnel anytime soon. First I was referred to Harvey's Care Protection(03450789601) then to HFR(www.myfurnitureinsurance.co.uk) and to Guides men(03450789602) now I am being advised to launch an independent manufacturer's faulty report. They do not want to own liability and again lazy to an investigation. Surprisingly for the different insurance companies I one day got to speak to their staff(Beth) who happened to have attended to on the morning of the day and in the afternoon only to reach to another insurance company as advised I to be attended to by the same lady although it was now a different company. In shock she got lost of words and immediately excused herself for a colleague to hear me out. Harvey's plays pranks and I find this distressful and disgusting. Looks like the only option I am left with before my contract expires is Court. Just a piece of advise, if you must buy from them please do not be persuaded to insurance cover.”
“Harvey’s supplied a Sofa ie electric recliner It is terrible because the sofa has not been upholstered correctly it’s like sitting on rubble, they sent a contract man round to inspect it he just waffled on and said it was because this that and the other and the way I sat on it they’re just a wideboy company and I am sorry no quality no class don’t waste your money going to Harvey’s.”
“This is the second time that i have ordered a Sofa from Harveys and the second time i have had a bad experience.
Ordered a Corner Sofa October to arrive the following April.
I took the day off work to accept the Sofa but then got a call the night before approx 7Pm to be told that it will not be delivered.
Re-booked the delivery for May and when it did turn up the corner part of the Sofa was missing so i refused the delivery.
Eventually the Sofa did turn up four weeks later and the Delivery Men where very helpful.
I then had a problem with one of the Recliners.I contacted the aftersales team VIa many phone calls and Emails the did eventually send an engineer out to be told that nothing can be done , not the answer i was looking for.
I went back to the store where i purchased it from and they are very helpful in contacting the aftersales team for me as it took ages to get a reply by going direct.A second engineer came out and he said that that is the way it is ?
I have considered returning the Sofa but it will be to much trouble
I WILL NOT PURCHASE FROM HARVEYS AGAIN.
I suggest that you look at other suppliers before HARVEYS”
“We ordered a complete set of matching bedroom furniture for our bedroom and an extra wardrobe for our daughter and had to wait 8 weeks, but parts were damaged in transit and the wardrobe fitting pack was missing meaning we've had to wait a further 8 weeks for the Rauch furniture to come from Germany !
Still waiting for damaged internal parts of our daughters wardrobe to be replaced with no end in sight now because of Corona virus, and I've just found the fitting pack for our wardrobe seems to be a newer style fittings which don't fit the holes in the wardrobe !
Absolutely shockingly bad experience with all these problems and takes months to sort out.
We are seriously considering asking for full refund + compensation for the endless phone calls & hassle.
Think twice before shopping at Harvey's (aka Benson For Beds) !”
“I have had a recliner for just over a year and a bar across the seat has broken so I rang customer services. So rude, tried to claim my child had jumped on it erm no she is 16 so the days of jumping on sofas has gone. Then was insinuating that something else has happened it can't be faulty! Very poor customer service and now I am going to have to pay for an engineer to prove it and even if they do may not get a repair so cheaper to get it repaired myself. I will not use them ever again!”
“I purchased a 2 seater sofa and a 3 seater sofa, was told when I purchased it, cash I might add, that both were in stock. Delivery is due tomorrow and have been told that only the 3 seater is in stock and that I would have to wait until the 2 seater is back in stock. When asked why was told that sales are in a rotary system even though when I bought it, it was in stock. Was told that the only thing they can think of is that my 2 seater was not put on the lorry from the warehouse in England. Was told that I will need to wait until this sofa is now back in stock. They don’t know how long I will need to wait as it is coming from the Middle East!!! Who have they given my sofa too, that I bought for cash? Really unimpressed. Thinking for asking for a full refund and will give my cash to another company. Staff at the stores themselves are lovely, customer service and delivery are cowboys.”
“If the score was just on the store experience and furniture quality it would be 4 stars. However, I’ve had the misfortune of dealing with Harvey’s customer service department. When furniture was delivered the foot stool came with the wrong colour wooden feet. Delivery driver noticed before we did and said he’d report it. After a week we contacted Harvey’s and were told the furniture doesn’t come with light oak feet! This was then repeated in a second email despite us suppling photos and the furniture in question having the light oak feet in their store! 4 months later and still waiting for the correct feet to be delivered. One of the most clueless, embarrassing customer service departments I’ve ever encountered.”
“I would like to inform customers who need to call customer service numerous times that this is a premium line. My phone bill was extortionate over 12 months ago , trying to sort the mess out of buying ONE sofa. I was lucky to receive all of my money back, and I think it was a waste of time ever entering the store.”
“Ordered 2 new sofa's on line. Delivered ok. Found one was creaking like an old galleon at sea. Homeserve came out, took it to bits but was no better. Agreed a replacement, another day off for the delivery. After it was delivered we noticed it had a hole in it obviously punctured on the front door ! called again. Said Homeserve would contact me, they didn't so called again. Told me they weren't taking any more instructions and told me to expect a call from another company. 2 days later they called. Appointment was made, another day off. A week alter they arrived, couldn't fix the hole and agreed a 2nd replacement. Had to chase Harvey's as no contact post visit. Agreed to provide lump sum after delivery, amount not disclosed. Altogether an horrendous experience of hassle, phone calls and days off. Never again !! avoid like the plague !! Currently awaiting another date, sofa and compensation.”
“I read with sorrow that customers are still suffering after ordering and paying for goods up front, as I did one year ago today. It was a very traumatic time for me, thinking I was going to lose my money. Never again. We are nurses and doctors, we are lawyers and solicitors, and the replies to customers are a joke. Just to pop over to Facebook, I hope these customers manage to cancel and get their money back as I did.”
“Ordered 2 sofas & waited approx 4 weeks. When delivered one received without legs. Notified Customer Services who stated they will be sent out in post. I requested they be sent out 'tracked' as we hadn't actually moved in to property & would have to be there to accept parcel - advised this could not be done. I requested for somebody to call me who could get this done. Received said call and it was agreed to get legs sent to my current address as there would be somebody there to accept delivery. Visited new property a week later for other delivery and found 2 Courier notes that they have tried to deliver parcel at the new address not the current one that had been agreed with Customer Service. Spoke with Courier who arranged re-delivery at the current address. This was 10 days after receiving the incomplete order. I subsequently fitted the legs & assembled sofa myself as I had no confidence that Harveys would carry out this task in a sensible timescale. Failures:-
Lack of Quality Control at Supplier as incomplete item sent out.
No inward check of good by Harveys before sending to Customer.
Customer Service provided no resolution at all, couldnt even get missing items to correct address despite promising.
Lack of any after-sales service.
Had to assemble furniture myself although paying for a complete assembled item(s)
Abject, couldn't-care-less attitude to me as a Customer.”
“I was miss sold their insurance cover, they lied and manipulated me into taking the cover. Sofa has broken and “surprisingly” the insurance won’t cover it .. they expect me to pay out £50 for a report 😡. Customer “service” is appalling ..The company is a joke and I’m surprised reading all the negative feedback they have not been investigated. I would advise to stay clear of them 😡”
“Insurance was miss sold to us, they lied and manipulated what they were selling to us. Absolutely dreadful customer “service” And when the sofa breaks they expect the customer to pay out £50 for a report ... what a joke , would stay well clear of this company 😡”
“Horrific customer service- would not recommend to anyone. I paid 2k for a sofa which arrived damaged, I made no fuss & waited months for a new sofa to be delivered- this arrived on Saturday even worse than the first one. So bad they weren't even able to set it up- I asked for my old broken sofa to be bought back in as a temporary measure. This was dropped in the mud and was soaking wet so couldn't be bought back in the house. Following on from my awful ordeal, Harvey's trapped me by saying I could have a refund but they wouldn't loan a sofa to me- so my family would sit on the floor for 3 months while a new one is ordered elsewhere. Obviously not acceptable, so agreed for a third replacement sofa and they couldn't even provide a loan sofa. So I'm now left with the broken sofa (2nd one) & they said an engineer will come to fix it. My hands were tied at this point.
I then received a call from customer services this evening informing me I wouldn't be receiving a new sofa because I'd agreed to keep the broken one and have it fixed! Who in their right mind would agree to pay full price (£2000) for a new sofa and then have it repaired when it's arrived damaged?! For the sake of your mental heath, avoid Harvey's and spread the word so others are not left to experience this hell. Also the drivers told me the bold by Louise collection by Louise Redknapp is the most returned sofa due to damage!
I am still waiting for contact from a manager/ senior staff member to discuss my complaint.”
“We purchased a sofa which was described as leather. However within 12 months the surface on the seats started to peel despite us caring for the Sofa as Harvey’s recommended. We have been told to pay £50 for an assessment. The material is only a bonded fabric and does not conform to the standards to be described as leather. A sofa should be fit for purpose and as described, this is neither.”
“NUM783096X - four months of emails, phone calls, time off work to meet two sets of assessors, rude and obstructive call agents, one further set of faulty cushions. Still waiting for complaint to be resolved.
See the other reviews and make your own mind up.
You'd think, in our current economy, that some professional diligence and craftsmanship would be important.”
