Terrible overall experience!!!

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Harveys Furniture - www.harveysfurniture.co.uk
★★☆☆☆
1.7
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Guest's review of Harveys Furniture - www.harveysfurniture.co.uk

“Terrible overall experience!!!”

★★☆☆☆

written by on 29/01/2019

Short story – ordered 2 sofas one to arrive within 4-6 weeks and the other 13 weeks. The store ordered both sofas for 13 weeks (the sales person’s error) and we were left without a sofa for 13 weeks. No compensation, there was no call back(s) after being told there would be and no solution. And then further issues to add to my poor customer journey.

Long-story.
The store salesperson was aware we needed a sofa as soon as we could due to us moving to a new house and not taking our old sofa with us. They were made aware we have 2 young children and ideally needed something as soon as we could (which is why we opted to purchase another sofa and have this delivered quicker). We were prepared to be without a sofa for the 4-6 weeks. It was not until the 6 weeks were up that after calling the store and Harvey’s customer services to get a delivery date we found out the error.
If you make an order in store the online team cannot help, you have to speak to the store. Which is great if you can get through to someone and if they actually sound like they want to help. Ridiculous that a large company does not have a centralised system.
After numerous correspondence with what Harvey’s calls customer services (spanning a couple of months) I emailed the CEO as the responses I received were not satisfactory. Customer services did not answer my questions, nor do they really understand how compensation works. They claimed compensation was given to us, this was the 10% extra off store offer they had going on (something which any customer could receive as was standard during the promotion). The CEO passed on my email to customer services where they contacted me to let me know they will investigate and get back to me within 7 days. Guess what 8 days and nothing. So I emailed them to say I will take this to the ombudsman. Which I did, and the Ombudsman ruled in my favour. 28 days after the Ombudsman’s ruling Harvey’s had still not contacted me in regard to compensation. I waited a further week before I contacted the ombudsman to let them know nothing has happened. They said they have contacted Harvey’s urgently to make them aware. Another 3 weeks after that I have still not had any contact. Looks like Harvey’s will not honour what I have been told they have agreed to. I am yet to contact the ombudsman again, what can they really do! As we had cancelled the sofa which was due to arrive in 4-6 weeks Harvey’s would not consider that in anyway. I had never asked them to and they mentioned that they allowed us to cancel the sofa. Well of course considering it was their error and they did not deliver as they had agreed to.

I was waiting for this to all end before writing my review however I do not believe that they have any intention of contact. Such a shame. And now I’ve rambled on just so I can get this off my chest.
The only reason I haven’t given 1 star is that the 13-week sofa was delivered on time and 3-4 months later is in good condition. Even though the delivery person forced one part through the front door slightly scratching it.

  • Goods purchased & cost

  • On time

    Delivery

  • Customer Service

  • Value For Money

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Idrhugo's Comment

Written on: 13/03/2019

I am having the same experience.Waiting ten weeks and counting was given delivery date and arranged time of work to take delivery and was rang at 17.25 to be told delivery would not happen.Whent down to store for full refund and was told I could not have one and salesman (Nino)called the police.wost experience I have ever had buying furniture would strongly recommend looking elsewhere

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