“Really poor customer service. After spending over £25,000 with this company, the service currently being received is atrocious. After having multiple units fitted in our house, and never having an issue before, we are now seeing what their customer service is really like, now there’s a problem.
Instead of the carpet being rolled back, the fitter insisted on removing the whole carpet and underlay for the whole room which I now have to pay to have fitted again.
All because he wanted to cut the wood in the room when he could have cut anywhere else.
They don’t want to know even though it doesn’t say that the fitter has to do that. And for the money I’ve paid them you’d think they would want a happy customer who has returned over and over. Won’t ever again now.”
“Do not buy from them. Be very careful. We bought bedroom furniture which has laminate doors. They had to be replaced, ALL of them a few years after installation as laminate was coming off them. Now the same problem has arisen. Laminate coming away from 3 of the wardrobes. As we are now just out of warranty period Hammonds will not do anything. Oh except suggest we go to B and Q and buy glue.
If you buy from them then expect product to last approx 5 years”
“Had our fitted wardrobes yesterday 30th November
We where not happy with the result
Wanted slight adjustment there qouted a appsolutly ridicules figure like £1500
For shoe rack and drew adjustment as very shallow drew
Very overrated company far too expensive and standard not very good
Do not buy anything from this extortionate company
Date of experience: 30 November 2023”
“Purchased wardrobes for 2 separate rooms, total cost over £12000.00. Hammonds failed at every level: quality of product, quality of workmanship, value for money, communication and poor compensation.”
“Appalled by the customer and after sales service from Hammonds.
We explained that we were extremely dissatisfied with the shoe racks. The shoe supports take up far too much space that could be used for shoes.
We asked for the shoe racks to simply be replaced with another shoe rack without the middle support accepting that the rear support can't be moved back. This surely not even at any cost to Hammonds.
The Hammond's designer did not explain the limitations of the shoe rack. If we'd have known we'd have opted for drawers instead. But we were informed that post installation this would have been at our cost. So not an option.
The door to the shoe racks has a mirror fitted. So this has 180° hinges. But the hinges are bigger than expected and clash with the shoe racks unless you open the door fully. This should have been explained at the time.
The laminated finish to the doors was poorly fitted resulting in a scratch mark. So we are having these replaced and taking the opportunity to have the mirror and 180° hinges refitted to a wardrobe door. Not ideal. But overcomes the issue explained earlier.
Mohammed tried his best for the management to see sense. But alas not. We were even prepared to keep the defective doors on the condition that Hammond's replace the shoe racks. But they are happy to waste money on the doors and have an unhappy customer.
Suffice to say they have lost further instructions losing £1,000's on future sales.
The push doors are awful too and clearly not fit for purpose. Luckily the fitter, who was excellent, advised us to fit handles.”
“It's just been awful and the last experience with customer service the man made me cry , the damage to my property I had done I've have not been refunded for the whole experience that hammonds advertise , I was shocked at all that has happened since july untill now october”
“Customer service a joke
Product good!
Sales /designer excellent an asset to the company
Organisation skills & customer service extremely poor !!!
Lack of updates
Booked in - fitter stormed off “Back to his paid hotel” as the wardrobes weren’t here!
Left hanging whilst my son’s expensive wardrobes are stacked on kids plastic toys in garage as we weren’t aware we had to store them due to the fitter storming off !”
“The veneer started to peel off our bedroom furniture after 11 years .the whole veneer literally dropped off the headboard. No help at all from Hammonds .wouldn't even tell me what glue to use if I could’ve stuck it back on. It’s now held on with cello tape as I cannot afford to replace . It should last a lifetime if taken care of.”
“Would give zero stars if possible. Customer Service are the worst and unresponsive. Constant issues with their product. Designers would are can't be bothered to draw up decent wardrobes. Pressurised into signing for a fitting date in 4 months time. And at the time of fitting broken parts, everyone else's fault. No accountability. No basic customer service.”
“Bad company dont use. Over overpriced, they fitted 1 month later than agreed so we mised the date for the decorator and carpet fitters. Quality of the fit was poor so made them come back before we paid and their 10 year guarantee doesn't cover anything... ask them about it before you buy!!!”
“Since the beginning of our engagement with Hammonds, we have unfortunately been disappointed with how the company and its employees has gone about things at pretty much every step:
1) Our original designer called us on Sunday at 10:00pm, inebriated at a wedding asking if they could move our appointment to the afternoon so they could have a good time
2) After speaking with the Regional Lead, our second designer was fine, but then it turned out that her measurements were off by quite a way which affected the actual design of the wardrobes and we had to make changes with the pre-fitter
3) Hammonds moved our original fitting date (11th July) with only 3 working days notice. They called to inform rather than ask, and weren't apologetic. After pushing back on this, I received no update after 24 hours, and had to call Hammonds for an update rather than be called back. Once I gave my name and address, the line coincidentally dropped out, so I had to call back and have further conversations. During this time they had updated the new date on the online portal, again, without discussing this with me. Eventually after escalating to the Regional Lead again, and highlight the incredibly poor communication from their staff, we kept the original fitting date
4) Original fitting was then supposed to be over two days, the 11th and 12th, but due to the issues above, the wardrobes weren't ready to be collected by the fitters so ended up having to do it all on the 12th July
To be fair, the fitters did an excellent job and managed to get it done in one day. However, I learnt that they are external to Hammonds which doesn't surprise me.
Overall, we ended up going with Hammonds due to the quality of materials vs the cost, as the likes of Sharps were FAR more expensive. However, after this experience, we won't be coming back to Hammonds again.”
“We ordered a wardrobe for our newborn’s room, and we thought we would get a great service based on all the positive reviews we saw about this company. They sent a surveyor first who took the measurement, then the day of fitting we noticed that they left a large visible gap between the wardrobe and the wall( pictures attached), although in the design they sent us and we agreed on it was shown to be wall to wall. We tried to phone them to ask if they could fix this mistake, they pushed back blaming us for not checking the surveyor’s measurement which were wrong and they kept referring to a clause in their contract relieving them from any fault or damage they caused including incorrectly fitting the wardrobe. After hours of arguing, we agreed to pay again for them to send someone who fixed it in less than two hours proving that the job should have been completed properly in the first place. I do not recommend this company given this terrible incident and we canceled our plans to use them to fit the wardrobes in the rest of the bedrooms.”
“Very expensive wardrobe fitted in our bedroom 8 years ago. Long wait time but looked good to start with. However, the glue has failed and the thin plastic veneer has come away on all doors. Hammonds have refused to do anything (only 5 year guarantee) and offered new replacement doors at over £1000. So if you want an expensive wardrobe that fails in less than 10 years then choose Hammonds.”
“If you would like to add grief and pain to your tranquil home then please chose Hammonds. We thought Hammonds was a reputable company so went ahead and placed a full room wardrobe (expensive but we thought its a good company so its worth it and chose them over some British local companies) Shame we didnt chose the local companies who even offered to have it done in 3 weeks, nope we decided to wait 4 months for Hammonds, They came and installed but the finish was awful so we had a revisit booked where one person came to take notes after 4 weeks and 3-4 weeks after which the revisit was booked. This person came unprepared and completed 30% of the job, left the wardrobe unusable and left with a right mess with a promise to come back Monday, Monday came and went, Tuesday I get a text (no explaination) that your revisit is now booked for 3 weeks from now, WOW! So, we are supposed to be with a mess that you created. To top it all they have the cheek to ask would you like to pay for the second wardrobe so the second install can still go ahead in 1.5 week from now. Obviously they are not getting our seond install. That will now go to another company.
Thank you very much, Stay away! Seriously!”
“Having waited approximately 4 months after ordering, Hammonds contacted me to arrange installation of my bedroom furniture on the Platinum Jubilee Bank Holiday Thursday 2nd and Friday 3rd June. Despite me telling them on at least two occasions that this was a Bank Holiday, they assured me it was fine as their fitters work on Bank Holidays.
I received a letter informing me that the fitting was planned for the 2nd and 3rd June. On receipt of the letter, I contacted them to advise again that the 2nd and 3rd June were Bank Holidays due to the Platinum Jubilee and were they sure that fitting could take place on those two days. I was assured and re-assured that it would be fine.
I was contacted and asked to pay the 2nd payment so that installation could take place on the 2nd and 3rd June. I again questioned these two days and said that I wanted to make plans to see my family over that long weekend. I hadn’t seen them for nearly 2 years due to Covid 19 and the fact that I had been receiving cancer treatment. I wanted to spend a few days with with my son, daughter in law and granddaughter who I hadn't seen for a long time. This was a great opportunity for me as I had now completed my treatment. The reply I got was, quote "Our fitters work Bank Holidays, so your installation will be done".
I was assured and reassured AGAIN that installation would take place on the 2nd and 3rd and not to make any plans. As we had waited so long, over 4 months for the furniture, I agreed to the dates and did not make any other plans. I also arranged for a carpet to be fitted on the 7th June, window shutters on the 8th June and a bed to be delivered on the 10th June so that our bedroom would be completed.
At 5.15pm on Wednesday the 1st June, I got a phone call to say that the fitter would not be coming on the 2nd and 3rd, I was not told why but that they would need to re-schedule for the 7th and 8th as because it was a Bank Holiday weekend there were no other fitters available!! This despite the fact that I had mentioned this at least TWICE to them and was re-assured that it would be OK.
Having not made any plans for that weekend, I did not get to see my family who I hadn’t seen for nearly 2 years!
I also had to completely re-arrange the carpet fitting, shutter fitting and delivery of my bed which because I had cancelled have been delayed by several weeks due to slots allocated to other customers.
I contacted Hammonds spoke to several people in their Customer Services Department including, apparently, 2 Senior Managers; I was offered a token compensation amount for the 'trouble' I had been caused, which I did not believe was anywhere near sufficient.
Despite trying to make people understand how upset and angry I was, I was told that the token amount was a 'standard amount' offered when installations are cancelled regardless of the circumstances and that there was nothing more they could do apart from apologise. I was told it could no longer be escalated as I had now spoken to the most Senior Managers. I reluctantly accepted this, as I was given no choice.
I then received an email from a Senior Customer Service Advisor confirming that I would get the token amount deducted from my final payment. Not exactly the most Senior Manager in Hammonds! I was told that if I was unhappy I should follow their complaints procedure, but they refused to provide me details of who to write to or a telephone number, so I wrote to the Sales Director, who passed my letter to their Customer Relations Department who simply dismissed my complaint and said the token standard amount is all they could offer. Very good at apologising but no understanding, empathy or attempt at really listening to me. Very standard and stock comments and emails!
I have now been forced to refer this to The Furniture Ombudsman and await their decision.
I chose Hammonds because it's a family business and its reputation in the marketplace. Up until all this happened, I was very pleased with everything, in fact the installation went well, the installer was great. However, this has left an extremely bad taste about the company.
So, as long as you do not have an issue, use them, but be warned that if things do not go well, they do not really want to listen to you but just give stock and standard answers.
A real shame, as this review could have been so different if only they would have empathised with my situation instead of brushing me off with excuses.”
“Fitted wardrobes were supposed to be installed on April 28th. Received a call the day before to say that the fitters job was overrunning and he couldn’t attend. I was given another date of the 10th May. This time the fitters van broke down. At the time of writing I am still trying to obtain a date for installation. Absolutely appalling service which to date has taken far too long to rectify. 2 days annual leave for nothing and a potential third day when the fit actually takes place. Contents of the room where the wardrobes are to be installed all over the house so having to walk round stuff constantly. I am disgusted at their treatment of customers considering the money they charge and would not recommend their services to anyone.”
“Aranged a salesman, explained that my king-size bed is "fitted" in the room and cannot be moved. They agreed this wouldn't be an issue having done work for "elderly and infirm" persons (salesmanship words!) who are unable to move furniture etc. This was written into my quote. The salesman also suggested that existing electric sockets should be moved to a height above planned drawers. I paid a deposit and organised a surveyor visit. Before the surveyors visit an electrician moved the sockets for me at cost to myself.
The surveyor visit lasted 10 minutes after he declared that the bed must be moved out. He also stated that the sockets would not work due to the fitting process. Eh? Made to measure and custom made I was told. Utter tripe. Carcass fitting and frontage explained. In glorious detail, we do it like this, and it is custom fitted. But we can't work around those sockets.
This resulted in the surveyor going back to the company for clarification and over a week later letting me know it was unworkable and my deposit would be refunded. Perfect. Hours of my life with a salesman wasted. Money on an electrician wasted. My experience with Hammonds, shocking. No detail up front was helpful at all. Sales patter to take a deposit with no ability or willingness to follow through on these words. Shameful. Will definitely avoid at all costs in the future!”
“Be careful they have a design fault issue with the gloss wardrobe doors. The product they use has a delamination issue which they have admitted has been a problem. You would think that if they know about this they would rectify the matter however they are not responding to my emails. Google the issue and you will find lots of complaints about Hammonds. Very poor customer service.”
