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“One star too much ”

written by 146Wright on 08/08/2015

Paid cash for 3 seater sofa, chair and footstool June 28th. They said it would probably be here by end of July. They were right. It was in warehouse but I was told on July 22 that , yes it was here. And just needed to be scanned into warehouse to process paperwork, so ring back on Friday. Great, so I will get it by the end of July as predicted ? Probably, I was assured. Rang back Friday to be told that the paperwork still hadn't been processed( how long can it take to check over sofa to ensure quality and sign off the paperwork? Minutes? Hours?.. No days apparently. Very well trained staff on customer services all very polite, all obviously trained and sing from same hymn sheet as when things go wrong they are en masses ' very sorry for all the trouble, ' if I could help you I would' ' I'm sorry I can't do anything more' , '' no I can only contact another department via email and wait for an invoice number' ' I agree, that is unacceptable , I will try to get it sorted out by sending an email to relevant department' etc etc. then nothing whatsoever happens. Phoned back Friday and the guy said paperwork had not yet been scanned in and to ring back on Monday 27th. This time another very nice polite young man answered. I explained the whole thing again saying I was lead to believe my sofa would be delivered to me by the end of July by his other colleagues , which was great as I had my son coming home from being in USA for two months and wanted our home looking nice and our other son had moved out and on the basis of what we'd been told had given him all our old furniture bar one chair. He said sorry you have been mislead but there is no way you will have it by then and did I want delivery on Wed 5th August. Fuming , I said yes. Delivery day I got call saying sorry but sofa will not be being delivered as it is stuck in quality control. Van turned up anyway , felt sorry for drivers who'd come from Leicester .utter debacle. We gave last chair away before delivery day and had been sitting on boxes since the previous Friday. The embankment sofa/chair/ footstool on van was not for us but another customer. Van driver did his best to help playing that customer had no furniture, and rang customer services. I spoke to another 3 people who said they'd organise a sofa on loan. We sat on floor that night. I got text to say loan sofa could be delivered next Tuesday!!! No mention of what us wrong of if we will ever get original order. I have spoken to 20 different Harvey's staff who are all terribly sympathetic, including area manager and numerous customer services people and nit one if them have made any progress and we are still sitting on floor with no sign of a sofa. Harvey's are quite happy to fob us off for days on end and do nothing. They are the worst company to deal with and I wish I had never chosen to buy from them. They are content not to communicate with each other , other than via email. I couldn't get hold of anyone from quality control to tell me what the problem was with original suite, if it was fixable it how long it would take to fix. Or anyone from loaned goods who can tell me there and then if any seating can be couriers to me. Absolute apathy and incompetence. This has been a dreadful experience. And would warn anyone off from buying from them. How they stay afloat when they treat people with such contempt I do not know. Mrs M. North Yorkshire