written by on 19/05/2016
We have struggled with HSL, who don't want to know when you have a problem, and only chant at you from their script - that there is no manufacturing fault. There is no humanity there whatever. We have now donated our virtually brand new Haydock swivel chairs & footstools to the local tip, following the severe neck problems they have caused us, resulting in having to have treatment from a chiropractor. HSL's slogan "Fall in love with comfort" is a complete lie.
written by Nicola_31 on 14/05/2016
My mother purchase a suite which included a rise and recline chair from one of the stores in Staffordshire. The suite was delivered really quickly however as soon as she sat on the chair it was clear that this chair was nothing like the one she sat in at the store. The chair in the shop supported her back, allowed her to put her feet on the floor. The chair she recieved has a slope on the seat going down towards the back resulting in her lower back not being supported or her feet being able to reach the floor. Manufacturer sent 3 technicians who identified no fault, next step trying to return and claim a full refund.
Written on: 13/02/2017
We are genuinely sorry to hear that you are unhappy with our service. We take all complaints of this nature very seriously as we pride ourselves in providing first class customer service. May I please ask you to message us privately with your contact details and order reference so we can investigate this matter further for you. The contact email address is [email protected]
written by on 14/05/2016
Visited the Peterbrough hsl twice befor purchase of the Berwick petite duel moter chair and fixed three seater sofa The two ladies that advised me were amazing i felt they were realy honest and very helpfull I have a chronic back condition with which i struggle having had numerous sofas and chairs recieved a call with a delivery date in less than four weeks with a two hour time slot the drivers were so nice and helpfull even putting a piece of my furniture in the shed for me out of the way The furniture i have received iis lovely and comfortable !!!! and so far free from any faults AMAIZING service would not hesitate in recommending this company (and no i dont work there ) Mind you i would like to as they are brilliant
written by on 11/05/2016
Visited the Dewsbury store on 30th April to look at adjustable beds for Mum. Extremely friendly and knowledgeable staff. Absolutely no pressure to purchase. Price better than expected. Ordered Wiltshire single adjustable bed. Delivered more quickly than expected. Delivery team professional, friendly and courteous. A great experience and a quality company. Would highly recommend. Thank you HSL.
written by mikeglover27 on 05/05/2016
I recently bought a Linton catch recliner. The staff in the Dewsbury shop were superb - really friendly and helpful, with no pressurising. However, the after sales service has been appalling. On receiving the chair I realised that the footrest was cockeyed, and I mean cockeyed by at least 10 or 15 degrees. After many delays and several phone calls (including a new mechanism delivery being promised twice and not fulfilled) the chair has been put right today after several weeks. HSL need to tighten up on their after sales service or they will surely go out of business.
Written on: 13/02/2017
We are genuinely sorry to hear that you are unhappy with our service. We take all complaints of this nature very seriously as we pride ourselves in providing first class customer service. May I please ask you to message us privately with your contact details and order reference so we can investigate this matter further for you.
written by 119Humphrey on 01/05/2016
Recently visited the Swansea store to purchase 2 Komfort Ascot chairs,however the staff were very unhelpful , felt very pressured into buying.The male staff member assured us that the chairs were 100% leather covers,we left with the brochure, upon reading the brochure we found that the chairs are in fact "FACED LEATHER" ,we phoned customers services, for clarification, they also stated the chairs were All leather,until we read the brochure to them, their reply was OH YOU WANTED AN ALL LEATHER COVER DID YOU!!!! ,consequently we have no confidence in hsl what so ever,would definitely not recommend them (considering their target group is predominantly the elderly and frail members of society)they should be ashamed of their pushy, inaccurate staff,and over priced chairs.
Written on: 13/02/2017
We are genuinely sorry to hear that you are unhappy with our service. We take all complaints of this nature very seriously as we pride ourselves in providing first class customer service. May I please ask you to message us privately with your contact details and order reference so we can investigate this matter further for you.
written by Upsetboy on 13/04/2016
I purchased a Linton rise and recline and sincerely wish I had not. The motor broke down within a week and although the engineer was very good at resetting it it continued to break down until he realised it had a faulty controller. It broke down 6 times in the first 6 months leaving me with my feet up and unable to get up without assistance. The chair sags and has no lumbar support and is nothing like as firm as the one in the shop that I was supposed to be getting. I am now in the position that I have become dependant on this chair to rise because of bad legs but because of the chair I now have a bad back as well. I become increasingly annoyed at their misleading adverts and when I can afford a replacement intend to burn this one on their forecourt informing the local tv and newspaper that this chair is only fit for a bonfire.
Written on: 05/12/2016
When my husband needed a rise and recline chair we considered HSL, sent for their brochure and even went as far as visiting their Newcastle-under-Lyme showroom to "see and try". We found one chair that looked to be a possibility, but not quite perfect, and the price was a deterrent, so we decided to think before committing. Lucky for us that we did - just across the road is Castle Comfort Centre, who specialise in rise/recline chairs, adjustable beds and every known mobility aid including bath slifts, stairlifts, wheelchairs and walking sticks ! Even though it was a Sunday, the proprietor himself was on site and he personally demonstrated/explained the many different styles of chair that were on show - an even better relevant choice than in the bigger HSL showroom over the road. We found exactly the right chair for my husband, perfect in every way and at a much more realistic price than the nearest equivalent from HSL. Wthin a couple of days it was delivered and in use; they even removed the previous recliner chair which we no longer needed ! Small is definitely beautiful !!
Written on: 13/02/2017
We are genuinely sorry to hear that you are unhappy with our service. We take all complaints of this nature very seriously as we pride ourselves in providing first class customer service. May I please ask you to message us privately with your contact details and order reference so we can investigate this matter further for you.
Written on: 29/04/2017
Thankyou for your genuine concern, I have today written a revised review. I am pleasantly surprised. Thankyou very much.
written by CharlotteGuthrie228 on 26/03/2016
My wife 7 I, visited this store last week, the store was deserted, we looked around saw something we like a swivel chair, we tried to ask one of the 2 staff a question, only to find she was on her private mobile phone, talking to a family member, about her car! She remained on the phone almost through our entire visit, about 20 minuets, when i finally caught her eye, she asked a second staff member to look after me, What a rude woman! She was too involved with her car problem than me a customer! Disgraceful, of course an e-mail was sent to H.S.L about my annoyance and dissatisfaction! I did order 2 swivel chairs, why i don't know, They arrived a week later only to find one was damaged! and was returned. Not a happy bunny with H.S.L
Written on: 13/02/2017
We are genuinely sorry to hear that you are unhappy with our service. We take all complaints of this nature very seriously as we pride ourselves in providing first class customer service. May I please ask you to message us privately with your contact details and order reference so we can investigate this matter further for you.
written by Halsey361 on 22/03/2016
we have just taken delivery of a dual motor riser recliner chair from HSL and it is absolutely lovely. I totally disagree with the other comments on here as our experience has been exceptional from ordering a catalogue all the way through to the delivery. The staff in store couldn't help more and the information given and regular updates were great. I can highly recommend this company.
written by pqNoonan234 on 18/02/2016
HSL was recommended. I have a problem with my back and thought they might have suitable sofas that would be supportive for my back and comfortable. Despite the instance that all their products had lumber support, at least two thirds were unsuitable for people with a bad back. The advice was unprofessional. I found the staff attitude was unhelpful and intimidating and the products ok but not if you have back problems. Seek professional advice instead
written by Janelouise70 on 16/02/2016
My mother suffers with a very bad back she took delivery of this chair and on reclining it she found it to have a sharp piece of wood sticking out along the base of the back part of the frame into the base of her spine she rang HSL who sent out an engineer who tried to put more stuffing in the chair but that just made things worse the engineer said it was not fit for purpose but HSL won't do anything about it saying see you in court? So people be aware of buying off this company as customer services are a complete waste of time there's no talking to them and they threaten to put the phone down rather than help. My mother luckily still has her old chair and has had to move that back in the room as well for her to be able to rest properly. Buyer beware she didn't recline the chair in the shop as it was up against a partition and there was not room the lady in the shop never offered to move it for her to try which would have proved it to be uncomfortable. My mum should have insisted of course but by the same token so should the shop assistant. My advice buy from somewhere else with decent after sales service who don't rely on old people not making a complaint or taking it any further because of all the up set.
written by on 11/02/2016
Purchased a Linton recliner chair priced £1060.00 fron Nottingham branch. Mechanism failed within a week, mechanic arrived and replaced a spring, this repair lasted about two weeks then mechanism failed again . No response from HSL and have been left with a very expensive fireside chair which will not recline. I am 78 and have realised that it will be a battle to get the problem sorted so am treating it as a very expensive lesson. Please ignore their flashy adverts, they do not look after you once you have purchased the furniture.
written by on 04/02/2016
We recently had a delivery from HSL, the chairs and sofa are great, we just had an issue with the Couriers, Andrew Porter. After the delivery had been made we discovered that the manual override key in our lift had been sheared off in the lock and the spare bent at 90 degrees and kicked to the back of the lift. Andrew Porter denied any responsibility and said that because the damage had not been recorded on the delivery note, the exclusion clause on the delivery note came in to force. The exclusion clause says 'Any Discrepancies or damage must be recorded at the time of delivery'- you'd think this only referred to the furniture!!! Andrew Porter Ltd then basically washed their hands of the matter and said we had to go through HSL. We just want potential customers to know the risks and inspect their property, especially communal areas if you live in a block of flats, before signing for delivery, it will save you a whole lot of angst. I don't normally write reviews but feel this is important for customers to know. Nothing wrong with the furniture, it's very comfortable.
written by on 07/01/2016
Suite delivered the day after it was promised because driver had too many deliveries. Material creased up after two months wear. Technician came out and agreed there was a problem and that it could be fixed. Following his visit received phone call where he contradicted the technicians report and tried to talk us out of accepting there was a fault. We did not accept his explanation and he agreed to send someone else out for a second opinion. It was obvious that the second technician had made his mind up before he came through the door obviously just going through the motions of customer service. Complained to head office about the rejection of our complaint and the manner of the second technician. They responded by rejecting our complaint out of hand and stated that if we did not agree we would have to pay for an independent report and pursue it through the Ombudsman. It's.obvious that once HSL have delivered your suite and received your money they don't want to know if there is a problem with the suite. For this reason I would not recommend them.
Written on: 15/01/2016
I agree with this customer. We had a very poor delivery service, they delivered to my elderly bed ridden mum at 06.30!! Not what we arranged. Not happy that they could not access the property they called me, despite having my sister's details given to them (I was on holiday).
A neighbour was able to let delivery team in, but there was no one to inspect the furniture.
It transpired that the arms on one chair were not the same colour as the legs. we complained and a technician came to check, he could not see a problem, saying it was due to difference in the wood. we did not accept this and I wrote a letter. still waiting for a response.
I think HSL just rely on the fact that their customers will probably not order form them again. Customer service the worst I have experienced.
written by daForsyth177 on 07/01/2016
My mother bought two armchairs from HSL Lichfield she paid £1300 and before they were 12months old had to complain as the seat area at back was sagging.A chap came and looked at them and did not even bother to contact her back with an explanation. When she contacted HSL she was told sorry nothing we can do as they are over 12months old.When she advised she had complained before the 12mnths were up they advised if no one got back to her then there was nothing wrong.Elderly people don't be ripped off by these shameful people keep clear of HSL. Pam Harris-Such
written by Torbie on 03/12/2015
From the moment I stepped into there Glasgow shop I was so impressed with the attention I received the staffs knowledge of the product was first class the after sales service was the best I have ever know. There is no downside to this company in my experience and if you are considering making a purchase I would not hesitate and have confidence that you will be looked after. Thanks to the staff at Glasgow for there excellent service and be happy to know that I am delighted with my purchases. Jim
written by chartsales on 19/10/2015
Bought a Linton manual (catch) recliner in June 2015 based upon a 2 minute trial in their Milton Keynes store. However, it doesn't matter how you sit, partially recline, or fully recline - the top cushion on the backrest pushes your head forward at an unnatural (& uncomfortable) angle. After 3 months I've had enough. I've made my feelings known to them & await their response - but I think it has to go back. They say' recline in comfort' in their ads, but this is just not possible. My previous manual recliner was bought from the Ideal Home Show in about 2002. It was really comfortable & much better value than this narrow (& that's the Grande model) one from HSL. Look around - SCS, DFS, John Lewis - they proberbly all have them & cheaper & better.
written by maxiflo on 25/09/2015
Furniture finish not as good as we expected for the cost. A technician came to clean a dirty mark off the chair arm. We reported we were not happy with one of the sofas because comparing it with the other sofa it looked scruffy and appeared to have been used. If we wanted a proper report on it, it would cost £100+. Not what we expected from a Company such as HSL. Would not recommend the finish or the attitude to anyone.
written by on 18/09/2015
Service is appalling. The suite ordered had so many faults it was farcical. When we tried to phone and speak to someone ended up in a loop. Cannot speak to a manager and the MD clearly doesn't communicate at all as he doesn't seem to have an email,phone or address that you can contact him on. The company that delivers the furniture gives the drivers far too many deliveries in one day that they can't possibly fulfill them all. They all LIE. We ended up with a full refund but they couldn't even arrange collection of the suite on the day they arranged. Don't be fooled by the tea and friendliness! Parents ordered a similar suite after the diabolical service received from Hsl for half the price and delivered in 3 weeks not 10!!!
written by krMcNamara293 on 20/03/2015
Fabulous service from Stockport store, all the girls and especially young man where a delight! and quality second to none! Could not recommend highly enough!
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As rated by our community of reviewers
Venessahodgson1's Comment
Written on: 13/02/2017
We are genuinely sorry to hear that you are unhappy with our service. We take all complaints of this nature very seriously as we pride ourselves in providing first class customer service. May I please ask you to message us privately with your contact details and order reference so we can investigate this matter further for you.
Baglady79's Comment
Written on: 14/02/2017
Wow - a response after nearly nine months, amazing! How do we "message you privately"? I have no idea what this means. Thanks.
Baglady79's Comment
Written on: 23/02/2017
Baglady79 again - have received no reply from HSL on this one, which doesn't surprise me in the least. The Review Centre have advised me that companies can pay for the feature to message customers directly, but HSL do not have this feature - presumably too stingy to pay for it. I did find in one of the many identical messages sent to other reviewers who had written in a similar vein to myself, that an email address at HSL had been provided, so I've used that, in an attempt to get through to them. I don't hold out any hope whatsoever though, as being as they'd ignored so many of us for so many months, a token but insincere initial gesture was made, but I'm confident it won't be followed through.
Hslchairs3's Comment
Written on: 09/03/2017
Hi There,
I'm really sorry that you were unable to reach us previously and we now have the feature to comment and reply to customers.
In order to deal with your complaint more effectively please could you privately message us with the email address provided on this business page. All we require is the name, order number and contact details attached to the original purchase.
Many thanks,
HSL Chairs
Baglady79's Comment
Written on: 09/03/2017
Talk about left hand not knowing what right hand is doing - Venessa Hodgson responded to my email, we have had dialogue, I have had a phone conversation with someone else too, and a goodwill gesture offer from Venessa which we have accepted. We await receipt of this.
Hslchairs3's Comment
Written on: 09/03/2017
Hi there,
Thanks for the message.
I'm sorry for the confusion surrounding communication with yourself and we hope that the goodwill gesture goes some way in rectifying this situation for you.
If you need anything else then please don't hesitate to contact us.
Thanks again,
HSL Chairs