“DO NOT BUY FROM HARVEYS: I'm very disappointed with a large leather sofa unit and two seater sofa purchased from their Sorento range. As soon as the sofas were delivered we thought they weren't as comfy as the ones we sat on in the showroom. Within days the leather had stretched and the arms didn't have enough padding so you can feel the wood. Now here's the tricky point, because we wanted to go into the showroom and look at the sofas we sat on and purchased based on their look and comfort, we had just gone over the 30 days cusomer rights act by 2 days. So we had no option to agree to Harvey's sending out a technician to inspect the sofas. His only finding in the report was the arm needed padding as he agreed the wood had come through. Not wanting to agree to a repair, we thought it would be reasonable to expect Harvey's to replace the inferior sofas as they are not the quality we had seen in the showroom. So they said they'd send out another technician and this technician surprisingly found no faults, strange 2 different findings. So we comissioned our own independent technician, his findings are surprisingly different
So I've just rang Harvey's Customers Services to discuss the issues, firstly he said their reports showed no manufacturing issues so the case was closed.
I pointed out that that cannot be true as the first report highlighted the lack of padding on the arm, he then reread the report and said, oh sorry I made a mistake. I then told the advisor that I had called to inform Harvey's we have our own report highlighting issues, his response, we cannot accept your report as we only deal with our own company's associated technicians. Strange that eh. At this point he refused to pass my call onto a senior person or manager and shouted at me constantly repeating himself to the point I couldn't no longer speak to him as he was making me feel very anxious, so I passed the call onto my husband. If anyone at Harvey's wishes to listen to this call it was on 06/11/19 at 12:06. I have the advisors name, which I feel would be unfair to name on here.
Customer Order Number A7711052”
“For a year now I have had problems with my furniture. With two replacement sofas and now to told range is out of stock and unable to carry out repairs. I have been offered an amount to spend in store to replace said sofas but I do not want or like what is on offer or a discount to keep the furniture but the furniture is faulty. The discount is appalling and they have not taken into account my time off work for a technician to inspect the furniture, nor indeed the time I have spent dealing with this situation. This is the Louise range and I am sure she would not want her name attached to such sub standard goods and unhelpful customer service. I am a very unhappy and disappointed customer.”
“Bought table and chairs from Harvey's. The table was damaged and 5 of the 6 chairs wobbled. Called them and offered replacement or refund. We opted for replacement as we liked the items. The replacement table is two tone legs one colour top the other. The delivery driver started building the first two replacement chairs which both wobbled he didn't think it worthwhile completing the rest. Emailed Harvey's no response. Called asking for call back no response. Called again hung on for around an hour and spoke to someone who said the item would have to be independently assessed before a replacement would be sent. The independent assessor are part owned by guess who...... Harvey's!!!!! What is also,interesting when you complain you get a standard response that emails answered with 5 working days due to volume of complaint emails they receive!!!! At least they being honest their item should are rubbish. Don't use avoid like plague.”
“Terrible customer service. Ordered two sofas and one delivered on time. Second sofa not delivered, they kept promising it would be delivered following week, then the week after. A month later still waiting......with no idea when I can expect delivery. 😡😡😡”
“We enquired at your Llandudno store last weds about a chair that was in the clearance section. Sales person said he would contact us regarding the price and he hasn't bothered?”
“Please do not buy the Sorento sofa from Harveys Furniture. When we bought ours 5 months ago, we told the sales advisor that we wanted something of good quality & hard wearing that would last a long time. He suggested this sofa, but what he didn’t tell us about was the puddling caused because it has one single piece of leather that covers the entire top of the seat. Apparently, according to their “independent assessor “ if we had bought a sofa with a seam across the middle, for example, this would not have happened. When we pointed out that we were never advised that this could happen, a customer service advisor told us that it was our own fault because we should have done our research. The only problem is that if you don’t know what puddling is (where the leather becomes baggy in the area that you sit) how would you know what to research.
The other problem is that when you recline the seats and put it back to the sitting position, the leather rubs together causing a loud groaning noise each & every time.
None of these problems are apparent in the sofa in the store, even though their one is over 3 years old.
We obviously thought that we were buying one exactly like the one in the store. PLEASE DO NOT MAKE THE SAME ASSUMPTION. What you see in the store is definitely not what you get.
Customer service
This is the worst customer service department that I have EVER dealt with. It takes, on average an hour and a half of waiting ( whilst listening to monotonous music) before you can speak to a customer service advisor. Surely if the wait is that long, you need to employ more people. Or is that the point, you hope that the customer gets so fed up of waiting that they hang up the phone and don’t complain.
When you do make a complaint they send what they call an “independent assessor “ around to check out the problem. The only thing is that if the assessor was to advise them that they had sold faulty products to their customers, Harveys obviously wouldn’t keep on using that company. So therefore it’s in there best interest not to find a fault, even though the product is making a loud groaning noise every time that it is used for the purpose that it was bought for, to recline.
I will never ever shop in this store again.”
“I have brought a set of sofa in Harvey furniture, when it arrives the items I brought was not what I saw in the shop and it’s not what I have been promised, I have to re-order a different one, when this new sofa arrives the old ones is completely different material with the new one. I made a complained about this to Harvey they agreed to sent in a so call a leather specialist who agreed with me that the leather is different but refused to change or do anything to correct this. However on his report back to Harvey’s he refused to tell the truth and Harvey is refused to rectify the error they have made. Now I’m have two different sofa so if anyone thinking of purchasing anything from Harvey think twice and don’t get yourself into my situation coz their products in the shop is not the same with what you get after you order. AVOID HARVEY WITH COSTS.”
“my advice don't use this company bought a rug from them it dint arrive within the three weeks as promised. so asked for a refund thay totally refuse a refund. the store manager turn his back on me and walk away. I rang customer services thay say they wont refund either as as the three weeks is an estimate but wont give a delivery date either I had to get credit card company involved who sorted out a refund you have been warned don't use this company”
“Ordered marble dining set. Table has a chip and a faulty chair on delivery. Have been in contact with Harvey’s but they kept rejecting and said it was not their fault. Bought the set with insurance and could not get it replaced. Useless insurance and useless service. It took 2 months for them to confirm that they wont be replacing the item. Waste of time and waste of money. Poor customer service. Avoid this company!”
“My mum bought this sofa 8 months ago (a single seater + 3 seater recliner) she lives alone and is a very careful houseproud lady. Her 3 seater is used once or twice a week by visitors and the leather has splits and scuffs all over it including the corners. Her single seater which she uses daily is sagging badly. Harveys insist this is accidental damage and are refusing to replace or repair. She is now scared to sit on the 3 seater for fear of it marking and being further damaged. Having bought her previous sofa and bedroom furniture 12yrs ago (yes it lasted 12yrs with barely a mark on it) and returned as a loyal customer I am really disappointed in the way harveys have refused to do anything about this poor quality product”
“Ordered a sofa - arrived piece missing- told would have in few days...then 15wks..so they cancelled that and re ordered - advising me I could arrange disposal of old sofa as I could keep hold of this one... 15 wks later new sofa delivery attempted ..actual seat missing this time so rejected delivery as not happy to wait again. Cancelled everything and went dfs.. - Harvey's never notified finance company of anything so they are taking payments for something I don't have - and currently have no sofa to sit on whilst waiting for delivery- was advised this would never happen but its had to because the finance company will continue to take payments until It was collected and until Harvey's decide to let them know they completely cocked it all up! Disgrace of a company will never ever order from them ever and will advise others customer service appalling no one knows what the hell they are talking about and you never get that promised call back... Currently have no sofa but the sooner my dealings with them are over the better! Advise all to avoid them completly. I'm now suffering through no fault of my own and fuming that I'm not the only one who's still having bad experience with them . They need bbc watchdog to look into them so people can be warned what they could be letting themselves in for when doing something as simple as ordering a new sofa !”
“Faulty sofa refused to accept was faulty even though when inspected by one of there technicians it was deemed so.
Not helpful at all and refused to assist us despite happily accepting £3000 off us for the sofa
Waste of time”
“Ordered coffee table lamp table and console table all matching coffee table not delivered but they didnt tell me until delivery wish i had read these reviews before i had ordered customer service appalling.”
“If I could use zero stars I would.Received our suite in August and all 3 electric recliners making dreadful noise.So loud we have to pause the tv when activating.Today after many calls Harvey's have rejected our complaint stating it is not a manufacturing fault.Our suite cost £3000 and not fit for purpose.I will be contacting the furniture ombudsmam and seeling legal advice.I will never use this company again and advice all my friends and family of same.Shocking customer service.”
“Only got sofas yesterday but minus scatter cushions. I was told when ordering 5wks ago they were as standard. When rang to find out where they were was told I hadnt ordered them and they are not as standard. You cant even order them online when placing an order so how are you supposed to get them if they dont come as standard!!!!! (PS. I actually ordered in store at Gateshead but checked if they could be purchased when making online order)
Gateshead Harveys not prepared to sort this out and customer services said I cant escalate as I have not received faulty items.......I wouldnt know if they are faulty coz I havent received then AT ALL. Then they said I cant return sofas as not faulty! What a joke this company is.”
“Two suits in a year cushions gone again, they sent someone out to look they said we sat in those two seats more than the others. Not interested spent £3,000 on rubbish. Basically not ment to last more than 8 months of use considering were both out all day working, will never use HARVEY'S again.”
“If l could choose zero stars l would, awful, uncaring managers at Harvey's Stanway, 9 months & still no sofas, 2 damaged deliveries, customer service say speak to store, store say speak to customers service, no one will take responsibility, reported to furniture omnibusman.”
