“Shambolic after care/ guarantee service
I would warn anyone buying Hammonds furniture that the after care service is shambolic.
I've bought from Hammonds multiple times over the last 7 years however the first issue I've had has been met with appalling service. I called about some cracks on a door and had surly service and was told someone from would call me back after I sent in photos but warned me it could take 3-4 months to get a new door fitted due to lag time in fitters. I immediately sent photos but after 2 weeks no call back. I chased 2 weeks ago, still no call back.
It would be nice to know the alleged 10 year guarantee actually counts for something but struggling to see any evidence of that so far!!”
“I have received very poor customer service from Hammonds. The designer visited yesterday. I was interested in fitted shelving in my bedroom - too difficult. I was interested in under stairs storage - precise measurements were necessary although she said height/electricity meter/stair post may be awkward. Units are clearly not bespoke.. The sales lady astonished me by stating the minimum order fee (suggesting j would be unable to afford Hammonds). No brochure was forthcoming, no alternative suggestions for my bedroom “you clearly haven’t thought this through”and she did not accept my invitation to sit and discuss my requirements (is that not usual when spending a large amount of money?). I had apologised that the house was a mess - family issues - bereavement/caretaking etc. It had taken a lot of courage to start doing something for myself..Sarah asked me to text her to confirm when I was ready to proceed and her parting comment was “I still can’t believe you’ve still got your Christmas tree up”. Not a nice lady, impolite, unfortunate representative for an established company.”
“The absolute worst customer service from any company I have ever dealt with. Proceed with caution or not at all!
After reading reviews and going to the Hammonds website, I booked in a design consultation to get storage for under my stairs.
This was on January 2nd, the designer was professional and I went with the design and paid and booked for the works to be completed.
The designer recommended a building contractor to open the aperture, which again I went with.
Very quickly I received dates for both a full survey and installation. Great news, or so I thought. This project was going to be compate on the 29th January! Little did I know....
The customer service team cancelled the survey multiple times, but I got the remedial works done in any case, opening the aperture.
When they finally came to complete the survey in February the surveyor told me that the design was incorrect and we couldn't have what we paid for. I thought OK, these things happen, that's why they complete surveys, so accepted it would be different and was due a refund on the bit they couldn't do.
The installation was due on Valentines day. So Wednesday 14th February, not ideal, we had to cancel plans etc, but hopefully it'll be worth it...
Again I was wrong what a nightmare this company are! After spending the day here, the installer tells me that the units are the wrong size and he couldn't complete the work, to make matters worse, Hammonds IT systems were down, so he had to call them sharing the detail and they couldn't get another date.
The hoise looks a complete mess now.
I finally get a contacted by customer services who were nonchalant about it, (this must happen all the time), and got re booked for Saturday 2nd March. I had my reservations, I double checked and triple checked with the customer services team, I also messaged the installer to confirm he could do it as I had to cancel my weekend plans. They all assured me that this was proceeding as planned. OK, I thought, it's happening, I've lost a lot of time already, but at least I thought, it'd be done.
Come Saturday 2nd March, with all other plans cancelled, I wake up to a message from the installer sent at 5 minutes to midnight (I was asleep), to say that the fixtures had not been manufactured and he wouldn't be coming.
There is no one to contact in the office on a weekend (not that they answer calls during the week), so yet again, I have lost time and money waiting for these guys with no next steps. My place is a mess and I regret ever looking at the Hammonds website, let alone paying them thousands of pounds to let me down at every turn.
I would avoid this company at all costs. Don't be like me.”
“After an enthousiastic start to an under-stairs cupboard it unfortunately all went downhill. The sales, survey and build staff were nice polite people, the products is per spec, but despite 2 measurements by both the same person and the surveyor, the doors were wrong (too short by over an inch) and also work prep had failed to include runners for 2 shelves and a door magnet. I was then given 3 different days for the remedial work, had to suffer a disengenious helpdesk person who refused to connect me with a manager, had to clear my corridor 4 times and wait 27 days after the agreed delivery day with a half finished job to get what I had ordered. I found out this design issue with the wrong doors happen in more than half of the cases, there is clearly a flaw in the measurement system, most likely the plinth alongside the stairs above the doors, I am satisfied with the end product but not with the company.”
“I wanted an Office Room, thought it would be a good idea to use the space for fitted cupboards and storage. The designer chap was ok, made a good design for me.Work was set for11th March 2024,the order was placed in November, the fitter came on the day, but was unable to complete the installation owing to damaged door fronts and incorrect size and colour worktop. Had to re-order items that takes 10 days. Date was set for refit 26th March 2024, fitter never turned up.Numerous phone calls were made, but I was told he was still coming to me,but running late.The fitter never came.Trying get another date to finish the work, but you get so many excuses.Im not sure if its ever going to get completed at this rate,although I have paid for it up front,apart from £265.;the total was £2650.iI am in a state at home with stuff cluttering up other rooms waiting for this work to be completed.I have been very stressed out with it all. I am not blaming the fitter, but surely they had enough time to get the order correct, ready to install in March. I think it’s appalling behaviour from this company, I don’t know what to do, just keep pestering them, but they don’t seem bothered.”
“Hammonds are the worse company I have ever dealt with. They are appalling. We have been waiting for our understairs storage to be fitted from 6th December, and here we are, still waiting. We have had 3 joiner no-shows and 4 attempts to cut the door panels to size! They can't do it! But not only that, the lack of communication and customer care is cringeworthy, in fact it's exhausting. There is no focus on the customer, everything is based around what is best for Hammonds! The arrogance! I will never use Hammonds ever again!!!!”
“Really bad customer service. No one speaking to me after wanting my deposit back as surveyor failed the designers plan. Blocked from my hammonds account were my deposit sits. Please save yourself the grief.”
“I cannot recommend Hammonds. Paid the deposit for 2 wardrobes, tried to email and phone and get date for installation, but for over 24 hours they are not able to respond on phone, just get a message to call back later. They are not responding to my emails or messages. I wish I had read these reviews before paying money. They appear to be just as bad as all the review state, sadly. Feel let down.”
“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 5of 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 year” absolutely appalling quality. Customer Service is appalling just interested in getting you off the phone asap. Will never ever buy from them again and suggest you don’t buy.”
“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.”
“Any company is good when all the required parts are available bit when there are problems, missinf parts, wrong parts etc that is when you can judge a good company or not. Hammonds are shockingly bad..My order was placed on the 23rd July and was due to start onbthe 7th dec but started on the 13th dec 3 cancellations later and I am still waiting for completion Fitters were/are great”
“Order FF881
Well The CEO words on the brochure means absolutely nothing, customer service is shocking!! We had a bathroom and bedroom we wanted to change. The bathroom was done first 6 weeks ago and still not finished after three visit as it’s not fit for purpose, customer service blame us for agreeing to the plan... I didn’t realise I had to go and measure everything after I thought that’s why you have a designer and a surveyor????
But that’s what they use as a get out clause and we assumed Hammonds furniture was made custom to measure by professional craftsmanship well that’s what the CEO claims no it’s all standard size cupboards which you can buy from B&Q for a faction of the price.
Unfortunately I have to give a star but they don’t even warrant that. It’s absolutely shocking what they portrayed and what you get.
With all this we are cancelling our bedroom and going else where as I could not trust these... I now have no confidence in this company.
We have not had an apology just we are not going to do anything about it.... wow great customer service
So just be very careful if you use these and if you do good luck you will need it”
“Useless customer service as once out of guarantee they don't want to know about any problems one might be experiencing.
We shall NEVER purchase from Hammonds again and will advise all of our friends about our experience!”
“Hammonds are a dreadful organisation.
They sold be a bedroom last April, a year on I am still with imcomplete room, wrong drawers, wardrobe to shallow to hang clothes, mirror bigger than the wall it was meant to hung on and numerous offensive calls, visits and threats.,
They have no intention of doing the right thing.
They have no complaints procedure, they just out you back to the people you are complaining about.
Worst still they have no concept of GDPR and don't think its an issue sharing other customers details (names/addresses/bankdetails).
The regulator needs to investigate them and shut them down”
“One of the worst customer experiences I’ve come across. Took them months to fit furniture that was supposed to be completed in 1 visit. 3 visits from fitters - 3 weeks lost work and still couldn’t get the order right. Got a call to offer me £200 off a £14k bill to compensate - what a joke.”
“Do not buy from Hammonds Furnitiure. They do not respond to complaints. They do not answer Emails and they do not return calls.
I complained on 24 September 2023. Their Complaints Procedure states that they will reply in writing in 5days. I have been waiting 4 months. They are even ignoring my solicitor. It appears from other reviews that it is company policy. They need to be exposed
My experience
1) design was wrongly based on a 6ft bed. Only clue was the width of the bed shown on the plan in millemetres. Who knows how wide a 6ft bed is in milllemetres. 2) On-suite door hits the dressing table stool when opened.
3) A 450mm deep dressing table was fitted. I ordered a 600mm dressing table on the recommendation of Hammonds' designer to accommodate a mirror.
4) Fitter lead me to believe that there was space to fit an additional 450mm cupboard because the design was wrongly based on a 6ft bed. Fitter offered to arrange it. I asked him to include a stool that was overlooked at the design stage. Hammonds sent me an invoice for a staggering £919 and now my 5ft bed will not fit.”
“I wouldn't trust the positive reviews here, or the weirdly positive overall score... you'll want to look further into this company before you spend any money with them. It looks like there are a lot of fake reviews posted. We had a closet installed in November, and the whole process was a nightmare... The initial appointment measurements were incorrect... The survey was also completed incorrectly... Which left the fitter to try and make it work within the timeframe given by Hammonds. The materials are not at all what we'd expect for being charged £10K for the whole project. There is very little real wood, in spite of what we were told in the sales appointment, and most of turned out to be composite. I have contacted Hammonds several times via both email and phone and they have not ever contacted me back to discuss any of the issues we had, or made any effort to ensure we were satisfied with our order.”
“On the Hammonds webs site they say that their furniture is made to last and they pride themselves on their quality and customer service.
Well not so, we spent allot of money on bedroom furniture, the 4 door wardrobe in the toilet, experienced all the laminate on all 4 doors coming off. All were replaced under warrenty, now 3 years later the same has happened, Hammonds now say they will not replace the doors and we cannot even buy new doors from them.
I have asked to speak to a senior manager, they said that I wlll be called back within 7 days, but two weeks later no call.
So much for their claim of quality and service.
Do not buy from this company”
“WE HAVE EXACTLY THE SAME PROBLEM! THIS IS NOT OUR REVIEW BUT IT MAY AS WELL HAVE BEEN! 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 year”
“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.”
