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“NEVER AGAIN!!!!!!!!!”

written by Nikolash45 on 19/06/2014

Had a Napier corner suite delivered in December 2013. It arrived with 2 rips to the back of the sofa which we initially missed on delivery. Phoned up the day after and customer services said they would send out an 'engineer' about a week later. The morning he was due to come, we received a phonecall off him to say he couldnt make it. I then had to send photos of the rips and eventually it came to that they would repair our BRAND NEW SOFA!!!!!
In the mean time our sofa began to look like we'd had it for 10 years, severe pulls to the fabric, sagging and generally looking extremely tatty. A repair in my eyes just wasn't good enough now, so I asked for a refund.
Trying to get through to customer services was such a job, waiting on the line for at least 20 mins each time before you speak to anyone is ridiculous. I was constantly asked the same questions each time, shouldn't they have it on the system anyway? The stress of it all became too much for me and I had to hand it over to a family member, I just couldn't speak to them. They informed us that we couldn't have a refund and they never offered us a replacement.
We sought advice from Trading Standards who told me to write a letter, saying that it was my right to have an exchange or refund. After 2 weeks I still had no reply. So TS wrote a letter and funnily enough they contacted me straight away offering me a replacement. Weird that!! Eventually we got our new sofa, after 7 months of emails, phone calls, stress, and I can't believe the complete lack of attention that we had from customer services, as they didn't get back to me on several occasions when they were supposed to, right up to the end when nobody contacted us about our time slot for delivery!! We don't think it was the outcome we wanted but it's better than what we had. The new sofa is very creaky but hopefully that will go in time. I wouldn't recommend this sofa company to my worst enemy!!