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“poor customer service, short furniture life.”

written by kaygee1234 on 03/03/2015

Purchased 3 seater Club and 2 seater Club sofas leather recliners in 2009.
Within first year, stitching on 3 seater needed attention (under warranty).
In 2012 the foam disintegrated allowing springs to be felt through seating area.
Sofas out of warranty, so repair effected with outside contractor.
2014 and now I have 3 other seating areas over the 2 sofas which are suffering the same fate of collapsed foam with springs poking beneath leather surface area.
Are Harveys interested, NO ! This is obviously a manufacturing fault as surely a sofa should last more than 6 years without requirng attention on 3 separate occasions.
On a visit to the supplying store last week, I was given short shrift for not taking out the extended warranty - however the extended warranty does not cover "LOSS OF RESILIENCE" so what would have been the point. The managers attitude was nothing to do with me. Phone customer services. So I did, only to hear recorded messages telling me how busy they were and I was in for a long wait. Alternatively I could e mail, which I did. 5 days later I am still awaiting a reply !!.
I will probably replace these two sofas from a more customer orientated business who provide a more worthwhile guarantee.