Litvinoff & Fawcett Reviews

4.8 Rating 140 Reviews
96 %
of reviewers recommend Litvinoff & Fawcett
Based on 140 reviews
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About Litvinoff & Fawcett:

Quality bed and mattress makers

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281, Hackney Road, London

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We would not buy anything else from Litvinoff & Fawcett (unless there is a response to this poor review). We bought a bed base and a mattress from them 30 years ago which lasted us well: so we purchased a replacement mattress eight years ago from them again. It wasn't at all at the same quality level and has deteriorated to the point of needing to be replaced. Firstly we tried to use their email from the website contact information. It didn't work. We wanted to point out that, on their website, the company say they operate a 10 year guarantee on materials and workmanship and this might mean they would listen more carefully to our dissatisfaction. So we phoned to ask for an alternative email. Speaking to the representative I decided to mention, rather than email, our sadness at the difference between our later and earlier purchases. He then spent some time saying that our experience could not be a function of poor quality; we had exceeded the nationally recommended 7 year mattress useage; their products were far superior to others being sold and our mattress must have been damaged in use or when moved ( not true). The phone call reinforced our decision not to buy from Litvinoff & Fawcett again. The representative made no reference to their guarantee. There was no goodwill offer of , say £50 off a new mattress bought from them – with a discussion of what might be the best replacement; or even the offer of simply inspecting the mattress. Any of these might have been a good customer service suggestion. Caveat Emptor – It seems Litvinoff & Fawcett presently don't care that much.
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This reviewer bought a mattress from us 30 years ago and was complaining that a another one bought eight years ago was not as good. Our manufacturing process and quality control has remained constant and they usually last far longer than the industry standard of seven years. However there are many factors beyond our control which can affect the lifespan or suitability of a mattress. These may include the occupants' physical weight, medical condition, or how it has been kept. After attempting to explain that no mattress remains in a permanently 'as new' condition, and not offering to compensate him, the customer terminated the call. Our guarantee covers all identifiable faults relating to workmanship and components. I am afraid that unless we are provided with concrete evidence of this, those calling us shortly before the guarantee ends expecting or demanding compensation will receive the same firm but polite response.
They sold me a mattress which within months - the side panel stitching unravelled. Was told by Julian that this stitching "wasn't necessary". ??The side panel buckles badly, and the "luxury mattress" buckles and dips really badly. They would not accept this AND the consumer has to pay for transporting the mattress for them to 'examine the problem'. So if you live far from London, and don't have transport you'll be paying up to £70 to get it to them. Read T & C's carefully before buying.
Helpful Report
By her own admission ours is the 5th (yes fifth!) mattress in rapid succession that has not met with her approval. (The previous four were not ours and had been sent back). She refused to adhere to the returns procedure that we insisted she read before we agreed to accept her order. Instead we have been subjected to increasingly abusive emails similar in nature to the above review.
Having researched on the internet a bed frame that would be as minimalist as possible in white and with solid company reviews we decided to buy the Platform double bed frame from Litvinoff and Fawcett. We ordered and paid but glitches in the process started to appear. The bed wasn't going to be ready by the agreed date and the arranged dates for collection were not possible as the workshop was going to be closed. The telephone calls and emails continued and in the end the company agreed to rush it through for the original completion date and eventually we were able to collect (as previously advised) on a Sunday. However the attitude of Julian left a lot to be desired. We were made to feel that we were a terrible inconvenience, hadn't spent enough and that he (Julian) had far more important things to deal with. Once unpacked the solid white finish chosen as an optional extra cost proved to be anything but a solid white finish. The paint cover was inconsistent with knots and the pine substrate clearly showing through. Only parts of the frame and legs were painted. The company again made us feel a terrible nuisance. 'If the finish really bothers you that much you can bring it in and we'll do it again....we don't do refunds!' The onus to return for a respray and recollect was our responsibility. W cannot comment on the quality of the carpentry construction as it is yet to be assembled but irrespective of this I would never buy from Litvinoff and Fawcett again.
Helpful Report
This customer complained about everything right from the start. I tried to explain that once constructed she would have to be lying underneath the bed looking upwards to see the very minor imperfections she was complaining about. She would have none of it.
Litvinoff & Fawcett is rated 4.82 based on 140 reviews