“I purchased my sofas from Harvey's furniture in Ayr and received my sofas on 07/06. My order was incomplete so I immediately contacted customer services who informed me that I would have to wait 12 weeks for a cushion however it only took 3 weeks to receive my sofas. I informed them that the Ayr store had cushion' s to be told they would send an email and deal with it. My husband then went into the Ayr store to collect the cushion to be told customer services are dealing with it "get the contact number from your invoice". I have contacted customer service everyday and I am passed to other departments and still no resolution. Appalling customer services with little disregard for their customers. I was also informed if I returned my sofas I would not receive a full refund due to having them for almost 2 weeks. Disgusting customer care and I would NEVER recommend this appalling retailer.”
“The Lady in store was great but after she did her part it has been an ongoing nitemare. The customer service is at least as bad as sky TV and that takes some doing, utterly pathetic and nothing but lies.
We were told our order would be delivered by end of March, no sign. We called and assured by mid April it would be here at which point we got rid of our old one so as not to have 2 of them taking up a lot of room in the house and sold it the same day. Mid April they then change to end of April which starts to test my patience. Still no sign end of April, phoned them yet again and the couldn't care less attitude the whole way through put me over the edge and i asked for the boss. Eventually she phoned and promised it would be in there depot for dispatch on May 15 and delivered to the house. she also added that it would be delivered to the house and when delivered & checked to phone and they would sort out the compensation etc. The suite finally turned up AT THE STORE on May 29th and i had to pay £235 to get it delivered home so i now have to get that back from them too. They are a total joke of a company, lie at every turn and i have tried to phone customer services a number of times over the last few days and by some coincidence join the queue at position 26 each and every time.....they just don't care. We also have to report marks on the new suite but if you can't get through to them, how do you report it. Tried the live chat and that was as much use as a chocolate frying pan. I just want an end to this farce but can't get hold of anyone, very tempted to tell them to come and get it and give me my money back. If you are going shopping for new furniture, AVOID THIS SHOWER AT ALL COSTS!!!!......is putting things all over social media the only way for these big bullyboy companies to make contact??????”
“When is something going to be done regarding this bent company? They send out egomaster or Homeserve who are as bent as Harveys. Not sure what is happening here but I’ve joined a Harveys customer group chat for complaints and so far 600 people in this chat. Definitely Harveys in for a shock as trying to get this on Rough traders. What you order from store is not what you receive. After 12 weeks they say all the creasing and pooling is wear and tear 😂😂. Yet the one is store is 14 months old and looks brand new. Harveys are a joke avoid at all cost there customer service is none existent.”
“Rubbish company will not except I have a damaged sofa even after a full inspection by Homeserve only had it three weeks please do not buy from this company Harvey Furniture”
“Don’t deal with these people customer service ego master who Harveys send out are as bent as Harveys them selves. What you order is not what you get.ordered a leather sofa it’s two different colours cushions are sagging and look old only had sofas 12 weeks. Spent hours on the phone to be told it’s not a manafacture fault so nothing they can do. If you buy from these people you will have hassle. I’m now getting a independent report done. The quality off leather is nothing like what you see in store. Customer service is dreadful when you call them your always in a long queue which explains why so many customer have a complaint. Do Not Go Near This Store. You Will Live To Regret It.”
“Seriously late delivery and incompetent customer service with no idea how to arrange delivery. How can you run out of fabric?! Not sure why they have no logistics management or planning system. 20weeks to receive a sofa is outrageous when you claim it’s 13weeks. What takes so long that you are completely unaware of? I have made numerous phone calls and they never get back to me as they claim.”
“Customer service terrible on the phone for 2 hours then just to be told I was in the wrong ego master came out and openly said Harveys are rubbish and my sofa faulty then said something completely different to Harveys do not buy from this store what you see in store is not same quality as what you receive.”
“Horrendous customer service We ordered a in early Feb. Now June and no delivery, they do not return calls when promised. Showroom staff do not want to no, you are made to feel invisible, would not recommend them to anyone. Try other suppliers.”
“WARNING - Faulty sofas, 2 year+ battle to get a refund!
I ordered my 2 sofas and footstool in May 2015, less than a year later the 3 seater was sagging and uncomfortable. I reported the fault to Harvey’s within a year of delivery in March 2017. After 5 unsuccessful repairs I was given a replacement sofa. This sofa was worse and became sagging and uncomfortable again within 1 month! Harvey’s’ refused to give me a refund even though the law states you are entitled to a full cash refund after you have given the retailer the opportunity to both repair and replace. After 2 further unsuccessful repairs, I was finally granted a refund in September 2018. Yes all in all this process took 18 months! Yet the unbearable frustrations did not stop there with Harvey’s. I was told I would be refunded within 2 weeks, once the old sofa was taken away in September 2018. However the refund was never received. After continuous phone calls and emails with Harvey’s (both the store and customer service), I finally received the refund plus compensation cheques in May 2019 (9 months late!) This whole experience from reporting the original fault to getting my money took 2 YEARS and 2 MONTHS! Horrific.
I have kept this purely factual to keep it short, but as you can imagine this has been an extremely frustrating, stressful and miserable 2 years. Harvey’s products are of the lowest inferior quality and their customer service is utterly incompetent. Please be warned, do not buy from Harvey’s.
As a tip to anybody facing similar problems, Harvey’s use a useless company called ‘Homeserve’ to inspect products reported as faulty. Harvey’s commissioned ‘Homeserve’ to inspect the replacement sofa and they said that there was nothing wrong with it and the problem was due to “customer seating position”. I am quite slim, we don’t have kids and I like to sit straight on my sofa as it is comfier, so this was completely unfounded. However it is irrelevant really as I should be able to sit however I like on my sofa without it going faulty within 1 month. Top tip - I commissioned my own report with ‘Servico’ who found the structural issue with the sofa and their report was the evidence that finally enabled a refund to be granted (the Servico inspection costs £45 but Harvey’s refund this if their report deems the product as faulty).”
“Late, unreliable, rude, incompitent; we've spent more than 20 hours on the phone.
It's hard to know where to begin.
They cancelled the first two delivery dates, on the day of delivery, without any explanation, leaving us having booked a day at home to no purpose. At which point we discovered no one knew where our sofa was, although we were told, without irony, that it was not lost.
We ended up having to chase this with their courier DHL, their customer service department and the store we'd purchased from. No one could tell us where our order was, or even if it had been manufactured; we were even told that it couldn't have been made because it had a 14 week lead time (it had a five week lead time).
No two stories were ever the same.
We've spent more than 20 hours on the phone trying to sort this out.
Their customer service department regularly asked my wife "are you sure we shouldn't be speaking to your husband?" She was authorised to deal with the order, and they had only ever dealt with her at that point. It felt like the 1950s.
We would wait for as long as 30 minutes to speak to an operative, and promises to call back were usually unfulfilled.
If a call back was missed, there is no option but to queue to speak to an operative again and request another call back, because it's "policy" not to transfer a call. We were often told these call backs take 48 hours, even if we were returning a call we'd just missed. I was told that it was our fault for missing the call, as my working day had no other demands on it; although it seemed lost on them that it takes them at least 5 minutes to answer the phone.
They've spoiled so many days recently, including a 45 minute call in the middle of Bank Holiday which went nowhere; and they've made us use up all of our goodwill with our employers chasing these problems.
Possibly most distressing is that we had to deal with DHL ourselves. We didn't choose them as our courier, or even know that they would be; yet Harveys seemed to abdicate responsibility for dealing with DHL, and any progress that was made seemed to come from our direct intervention.
On the final day of delivery, weeks late, DHL managed to mess up the scheduling, but our contacts at both DHL and Harveys would not take our calls, or respond to messages or emails, although they'd promised they would be there to help if this happened.
When we finally did get the furniture it was lovely; really everything we were looking for. Glorious, really.
But we would never deal with Harveys again.
They started by offering an embarrassing level of compensation.
We've had to chase that, with continuingly terrible customer service, long waits and failed call backs to get an offer which we would have accepted on day one, but feels completely inadequate now.
I'd just like someone to genuinely acknowledge how awful it's been, the fear of losing the money they insisted we pay in full before delivery, the hours of frustration, and be genuinely sorry.
We continue the struggle, but it's very difficult because they "do not escalate complaints"; the front line staff are not empowered to help, and won't pass you to someone who can.”
“I would like to share my experience with Haveys furniture store customers service.
Back in February this year we went into the warrington showroom to purchase a new sofa and dining table with chairs. We paid on our card and left the store with the understanding that we would have the items in the next 4 to 6 weeks.
After 5 weeks had passed I rang the customer services team to find out when we would delivery be. I was advised that the table was on a delay and we would need to wait a further 8 weeks before the order could be fulfilled. With a threat to cancel a compensation payment of £170.00 was agreed by the Warrington store.
The delivery date arrived.. . Along with the wrong sofa, love chair in one colour and three seater in another.The store had ordered incorrectly.
We was then advised we would have to wait up-to 2 weeks before the delivery of the incorrect sofa was showing as complete before a new order could be made with the correct furniture. There was a further 4 weeks delay before this replacement was made with a further wait time of 4/6 weeks.
Note the table arrive perfectly and were very happy with it!
Mid May we had a call from Harvey's to arrange delivery of the replacements, the only days available where Tuesdays and Thursday, advised my wife would have had to take a day off work to receive the delivery, and I would be looking for a reimbursement for the days leave taken, this was agreed on a recorded telephone call.
Delivery day has arrived, upon removal of the incorrect sofas the blinds to my patio doors were damaged, was advised just ring the store who will sort out compensation for them be replaced.
Call made that very same day to be insulted with a offer of £50 to replace my £280 blinds, when refused, I was advised to send a copy of the invoice / proof of replacement purchase to them, which was done that day.
I was initially offered a compensation payment of £170 by the Warrington store back at the very beginning of this ludicrous journey which customer service are now denying or accepting responsibility for, they are also advising that although
It was agreed my
Wife would be reimbursed for her days holiday they won't be processing it.
Call made today , 31/05/19 to escalations after receiving a missed call from them.. at 15:24 hours I was stuck in a queue for 96mins then the line went dead at 17:00 and I was cut off! Funnily
Enough Home Time for customer
Service!!
Rang the Warrington store and was advised that it isn’t their issue it’s customer service and they can not
Help!! Fantastic! Very happy to take payment from you but that's where the service ends!
Now the weekend.. still no answers.. still no resolution!
Total Emails sent 5
Total Phone calls made to customer 64
Calls received 5
Calls to the store made 45
Calls Received 3
My only regret was not canceling my order back in March.
Make your own minds up.”
“If I could give no stars believe me I would what Harvey’s are doing is so so wrong on all levels.
First I was lied to about lead time for delivery of the warren sofa by Solihull branch then I was told item could have ordered as express item.
Delivery due today phoned at 9.30 to be told by Emily at customer services yes order is in lorry and will be delivered.
Phoned at 3pm as had not heard anything and spoke to Marc and to be told that it would be here before 6.
Well 4pm still had not had my phone call to day they was an hour away. So phoned branch.
To be told it was never in delivery lorry and 2 seater sofa is not even in stock. So when they took my money they did so fraudulently as they never even had item.
Now being told 3 seater can be delivered Saturday and 2 seater within 2 weeks of June according to store.
Phone up head office spoke to Emily yet again to be told that the two seater is in stock and she couldn’t understand what we was being told.
Phoned Solihull bench back and to be told warehouse says 2 seater is not in stock. So who is telling the truth.
Yes we have been offered a loan sofa which I have had to accept as we have nothing to sit on I have also made it clear I have animals and children and will not be held liable for any damage. To which I was told that they was good enough to loan me a sofa. Which I replied you would not have to loan me a sofa if you had delivered mine.
Cannot understand how they fraudulently take money, get away with lying consistently and also how the business is even in operation.
All Harvey’s do is lie lie lie that should be there motto”
“I Haven’t spoken to Harvey’s yet. But only had leather sofas 8 weeks they are all creased and pooling I went back to shop which those sofas are still perfect I think they use cheap leather on furniture apart from shop displays.”
“RIDICULOUS CUSTOMER SERVICES
Hi
I just rang Harvey’s customer services to find out if I’m still in warranty and if so how long have I got remaining.
To cut a long story short the customer services assistant (Karen) was not ready to answer my questions instead she wanted to answer me with her questions instead!
She was trying to say she can’t tell me how long I have left on my warranty until I have not had a independent report done on the sofas...apparently this the process/procedure when I questioned her why. I then asked to speak to her manager and she said she cannot do that either. I then asked if could to perhaps speak to another colleague of hers, she can’t do that either.
in my opinion very sad to see Karen drag Harvey’s reputation down like that...I’ve dealt with Harveys customer services before including there social media team and they have been very helpful. Karen was just the opposite today.
(Sorry if this review is posted twice)”
“RIDICULOUS CUSTOMER SERVICES
Hi
I just rang Harvey’s customer services to find out if I’m still in warranty and if so how long have I got remaining.
To cut a long story short the customer services assistant (Karen) was not ready to answer my questions instead she wanted to answer me with her questions instead!
She was trying to say she can’t tell me how long I have left on my warranty until I have not had a independent report done on the sofas...apparently this the process/procedure when I questioned her why. I then asked to speak to her manager and she said she cannot do that either. I then asked if could to perhaps speak to another colleague of hers, she can’t do that either.
in my opinion very sad to see Karen drag Harvey’s reputation down like that...I’ve dealt with Harveys customer services before including there social media team and they have been very helpful. Karen was just the opposite today.”
“If there is a problem with your sofa you have to pay an independent company (they say) to check it then they say its not a manufacturing fault so more money wasted. We will never ever ship there again.”
“Chair is not right and your customer service is absolutely terrible only had sofa and chair for five days can't get it seen to for another fortnight absolutely disgusting. Your willing to take the money but not take care of your customers”
“Dusgusted
We had our corner sofa delivered today which has several faults went to the store told they couldn’t do anything and was put on hold for an hour for customer services we wanted the sofa returned and a refund as unusable and was miss informed about recliners but will not do this we have to wait weeks for a techinicial to give his opinion until then we have nowhere to sit as we were told not to use absolutely disgusted never shop there again will be taking this further”
“Do NOT USE Harvey's, I repeat DO NOT BUY from Harvey's. I ordered by sofa in January and was told I'll get it before April. I received my sofa in May. After delivery I realised that the foot stool did not come with it. I rang customer services and at first they said it's on record that it has been delivered. I persisted that I haven't received it, then they checked again only to be told that it is in the distribution centre and no one had arranged for it to be delivered to me. I had to wait after several phone calls, at one point I was on the phone for 3hours and was charged by my service provider.
I was told to pick it up in a different store closet to my house, but they never delivered it to that store on the day I was told to collect it. The manager from the Manchester store rang me only to aggreviate me and undermine my intelligence. He said he wouldn't give me a refund that I requested for the foot stool and they would rather charge me for Harvey's failure to deliver a foot stool which I am paying for with their finance company
My sofas look like they are 2years old already and I've only had them 2months.”
