“When ordering the sofa the Sales lady said it came with 2 extra cushions... in fact this wasn't the case. But as she had made a mistake they would honour it. Ordered the sofa and 2 extra cushions.. waited 7 weeks for delivery.... arrived with no cushions. Told me that the order had been cancelled and I would have to wait another 7 weeks for the extra cushions. Told me they have no way of contacting the company to get them any quicker. Appalling!”
“While they have decent furniture, their customer service in store and over the phone is the worst I've come across.
Purchased a dinning table from these circus clowns, also purchased assembly of the furniture. The delivery persons turned up initially refusing to assemble, then when threatened to call the store agreed to assemble the dinning table, damaged the newly laid wooden floor whilst assembling the dinning table. I asked them what can be done about the damage, told to contact the store to complain, the delivery driver guys asked me to sign a document to acknowledge delivery, which I did.
When to the store to raise a complain, the sales person was unable to take the complain, was told I'll need to wait for the manager who was processing a sale, so I waited for close to 40 minutes, 40 minutes later when he finished dealing with the existing customer, he decided to make a phone CALL!! this phone call lasted over 20 minutes and I was really annoyed by this time and made a point out of it. The manager, after eventually coming of the phone said I was being rude and was using abusive language and I will have to contact the customer services direct via email.
So I did, the replied just over a week later saying they are unable to do anything about the damage as we signed a form to confirm there wasn't any issues with the delivery or assembly or the product or there was not damage to the property.”
“Woeful delivery service - I ordered a sofa from them which was already in their warehouse to save time. I was given a delivery date of 31/8. Nobody turns up - no messages, no communication.
I call them up and the customer services have no idea what happened and dont know when they can deliver.
No gesture to give a loan sofa in the mean time -i have to ask for it and they say they it will take a week to deliver loan sofa.. are you kidding me !
horrible service for the price they make you pay.”
“after purchasing a two & three Seater leather sofas we have a flaw in the leather headrest after HomeServe trying on a couple of occasions to get a new one unfortunately they cannot match the colour or grain of the leather.
Harvey's have come back and said they will refund our sofas or choose two sofas from their store. All we want is the sofa's we purchased as we liked the look of them. We cannot and would not buy any sofas from Harvey's why would we, also we would have to put more money towards new items which we are not willing to do as we would never buy from Harvey's again. This has been going on for around ten months, we have asked for compensation of £300 and believe this to be a reasonable sum of money, it will then conclude all of this situation, plus having to wait in for HomeServe and several phone calls which I have to say at times a bit confusion for instance I make an appoitment for HomeServe to visit and then a week later get another phone call saying they have the new leather cover for the headrest when can they come to which I reply you have already made an appointment !!!!
I hope this makes future customers aware of Harvey's after the sales.
Mrs Fewell”
“The quality of the sofa and chairs are absolutely appalling. The foam inside the sofa collapsed within 3 months making it virtually unusable. Customer service was non existent only when I threatened court action did someone contact me. Genuinely you would be better off getting a deck chair than anything from Harveys!”
“DISGUSTING SERVICE.
I am a previous customer who they would NOT sent a leather swatch to for a prospective new order unless I actually ordered furniture first!.
I grudgingly placed an order and then received the swatch but the colour was not suitable so I cancelled the order as instructed by Harvey's telephone sales staff under the distance selling rules..
I have been told in writing and by several of their staff that my credit card would be refunded within 30 days of my cancellation as per their terms & conditions.
However, their terms & conditions do NOT specify this - they in fact they say that refunds will be given AS SOON AS POSSIBLE.
It would seem to me that Harvey's are simply trying to 'hang on' to almost £1,300 of my money for as long as possible before refunding it - which is immoral and unethical.
I have complained to Harvey's but heard nothing at all from them - and have raised this issue as a dispute with my credit card company too.”
“Ordered a new suite after viewing in store from the York store in January 2018 when delivered 12 weeks later it was totally the wrong colour. Harveys accepted it was their fault. Reordered in store again after viewing same suite, "saying that one that colour" , it came 12 weeks later delivery missed it's slot by 2 hours, still the wrong colour. problem ongoing. Not looking forward it, don't need the stress.”
“Staff in store are very eager to take your money but when it comes to delivery it’s totally unacceptable. My order was placed at the beginning of April this year, delivery due beginning of July. I am still waiting. Was told my suite would be delivered to your warehouse on 9th August, that changed to 22nd August, have now been told 29th August. Supposed delivery date to me 3rd September. I’m not holding my breath. And due to what I now know of Harveys furniture quality, I am doubtful whether a) I will actually receive it and b) whether it will be what I ordered or whether it will be damaged or if indeed I am going to be told it’s discontinued!!! Knowing what I know now I would never have gone there. I can’t afford to cancel as apparently they charge 20% so you only get 80% back. Shouldn’t have paid in full. Lesson learned. Don’t touch Harveys with a barge pole.”
“Harveys are very keen to take your money but reluctant to deliver the furniture on time. Customer service staff are rude and unhelpful, when I phoned the store stating I would be coming in to complain to a manager, I was advised that if I complained I would be thrown out by security and the police would be called, the phone was then put down on me. I still don’t have my sofa and I am informed I will lose 20% if I cancel (I was not advised of this when I purchased the sofa which was paid for over the telephone). After reading reviews online and on Facebook, I notice that other people have had experience of poorly made furniture, ripped sofas, sofas and chairs in different colours, sofas in different colours to which they ordered ..... the list of complaints in just too long. Take a look yourself AND AVOID THIS COMPANY AT ALL COSTS”
“Everything...
Had a sofa on going issues from delivery.
Had to have a reselection only to be told discontinued.
When new sofa arrived 12 weeks later, was faulty in arrival. Got in touch with harveys they had to send out an independent technician to access and agree. Again another reselection and 12 week wait.
Reselection made and was delivered. A year in and guess what another problem. Harveys dont wont to know ! Had another independent report by Servico.
Honestly take your money leave you high and dry... customer services really.
AVOID HARVEY'S !!”
“Furniture damaged on arrival no explanation given. Cash deposit will take two weeks to get back. Rude and unhelpful staff, no help or response to formal complaint.”
“Ordered our sofas back in April, and was notified that we could give Harvey's a do not deliver before date (as we were moving into a new build home, we could not accept delivery).We requested for delivery to not be prior to the 1st of August, and had calls from their staff weekly asking when they could deliver. We finally agreed a date, being the 3rd of August (both my partner and i booked the day off work) and late the night before received a text message saying they could no longer deliver and to reschedule. After numerous calls to their call center, it turns out they couldn't find the stock in the warehouse. They agreed that they will now deliver the sofas on the 8th of August. After booking yet another day off work, they have announced that they will not be delivering the sofa as they are now discontinued! All this after taking our money back in April. Waiting for a refund, will never order from Harveys again. Shocking customer service.”
“16 weeks delivery but knew this. Bad crease in sofa after 1st day. Harveys sent Servico - took 5 weeks. Servico advised fault but also indicated these sofas have poor quality filling. Contacted by Harveys who said Servico had reported no fault. Rather than investigate Harveys arranged visit by another company who confirmed fault & we know Harveys had this at least a week ago but no contact to resolve despite being chased. Appalling company poor product buyer beware.”
“On 29th July 2018 I bought coffee and lamp tables from Cambridge Harveys store. Both tables were standing in the living room empty with nothing on them for 3 days. On Wed 1st Aug we came back home after work and discovered that the glass from the lamp table separated from its metal piece, came down and was on the floor, luckily not broken (poor quality). I took the broken table back to the store on Sat 4th Aug.
That shop assistant was in the store with 3 other shop assistants. I said I wanted to return the lamp table as I didn't not wish to replace it; poor quality and might be potentially dangerous because of self-separating glass coming down on the floor.
The assistant was very official and cold with me, he said it was not a store problem any more as I kept the table at home for 1 week. He said he was helping me telling I should follow the process taking the broken lamp table back home and call the customer service. I told him it was not the kind of service I would expect, too much trouble with a small piece of furniture like a lamp table. He was a little bit impatient with me saying I should have followed the process (however I didn't know I had to contact customer service instead of taking a small item back to the store).
Two other shop assistants approached us and wanted to help me but my assistant stopped them saying it was not a shop problem but customer service problem. I asked him if he understood that facing this kind of service I would never ever come back to the store, but he repeated that I had to follow up the process. For the 1st time in my life I got a feeling that I was an unwanted customer. It was not a friendly conversation from his side, he was trying to push me out from the store with the broken lamp table, that’s it.
Later, back home he phoned me up saying he asked the customer service to give me a call; I assume his colleagues might tell him that his attitude was not acceptable ruining image of the store.
I'm really concerned that I lost £185. I don't want to keep this table or have it replaced as it's a potentially a dangerous product. I'm also concerned that I'm investing too much time into this lamp table. I had to drive to the store and back with the broken lamp table, writing complaints, later will have to deal with customer service with unknown outcome - too much for a small piece of furniture.
Thank you very much Kevin, will never ever approach this store again. The poorest service I've ever had in my life.”
“Table and chairs ordered in March - arrived April. Not put together properly and table ends damaged as dropped in transit. The seats were wobbly and had screws hanging out of them. Have had to wait until middle of July for parts. Have rung repeatedly to chase issue and find out when to expect them to arrive and be fitted. Fobbed off every time. Eventually arrived end of July. Came to fit. Colour doesn't match the middle piece but apparently that's wood and we should just put up with it. Castellan not able to take the old table legs away as Harveys in Bedford refused to let them use their skip. Currently have them in my front driveway awaiting a collection which will never happen. DPD have already been out and wouldn't take them as no one at home and items not packaged correctly. Still awaiting a response from Harveys.......
Also ordered a new sofa at the same time as ordering the table and chairs. Sofa has again only just arrived end of June. On the first night the recliner motor broke on one of the sofas. Engineer came out following day to say that the motor had 'burnt out' and needed replacing. On taking the motor out the poor guy cut his hand badly and then bled all over the sofa. So currently waiting for new sofas which will be here at the end of September. So if you want faulty furniture that doesn't work and they clearly just want to dump on you from their warehouse then this is the right company to use. Now in touch with trading standards and the financial ombudsman. Will not be recommending to anyone!”
“Customer service appalling.Waited 10 days knowing sofas had not arrived for delivery before they bothered to tell us by which time no sofas to sit on .When they did arrive a week later both were faulty only just had replacements after original order placed on 30th Dec2017. ...offered £100 compensation !!!! Bit of a joke really ,worst service ever kept on hold for 20 mins to get new date on insurance policy to be told that customer service should have done it when I was told to do it myself !!!!!! Delivery slot given as 12-7pm ..arrived 10:30 am when I was busy doing something else”
“Bought new suite, but Richard, at southend store, ordered wrong one, as we didn't know name of suite we wanted, he put wrong name down. When we tried to sort it out, manager couldn't help, had to deal with salesman Richard, he hung up on us twice!, told us we had to pay more money for correct suite, extra £320 for a cheaper suite! Called head office, complaints department, they can't get involved! (Useless) dos here I am, stuck with a suite I didn't really want.”
“Delivery cost £59 and kept being cancelled. Waited 17 weeks not 13 weeks as advised at time of order because delivery only available in my area Tuesdays and Thursdays. Harveys should advise this at time of order; it would have made me consider cancelling the order if I had known delivery was only available 5 days a week out of a possible 7.”
