Hemming & Wills Reviews

Name: Hemming & Wills
Rating: 4.64

4.6 Rating 168 Reviews

91 %

of reviewers recommend Hemming & Wills

4.6

Based on 168 reviews

Shipping & Delivery
Delivery Methods	Courier, Own Driver
Average Delivery Time	Over A Month
On-time Delivery	Greater than 75%
Accurate And Undamaged Orders	Greater than 90%
Customer Service
Communication Channels	Email, Live Chat, Telephone
Queries Resolved In	Under An Hour
Customer Service	4.2 out of 5

About Hemming & Wills:

We’re an independent, stand-out, contemporary home brand with a conscience and our mission is to help create Happiness at Home.

Proudly British, we offer a unique combination of affordable, design-led, contemporary & mid-century home furnishings including sustainable options and a great collection of ethically made plastic free & reusable homewares. All backed by an exceptional customer experience, we genuinely recognise our customers are the heart beat of H&W and we’re here to help you in any way we can.

Visit Website

Phone:

0330-133-1233

Email:

care@hemmingandwills.co.uk

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Hemming & Wills 5 star review on 1st March 2023

Anonymous

Anonymous // 01/01/2019

Sort by: Highest Rated Most Recent Highest Rated Filter: None None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“I have purchased dining chairs from you guys and they are fab, excellent service, customer service, prompt delivery and high quality cool products!”

Helpful Report

Posted 4 years ago

Thanks so much for your kind review Dianne. We're pleased to have been able to help. Best wishes, James @ The H&W Care Team

Posted 4 years ago

“The customer service was way beyond expected. I had a few issues with my payment, and james went that extra mile to help me. He also talked me through the product and the differences and when I came across issues in ordering he gave me a few tips and guidance into placing the order a my card was being declined, which naturally made me wary of placing a order with a smaller company but James gave me the reassurance and identified the issue being my web browser. When I placed the order I knew delivery could take some time but to my surprise it was ready way earlier that expected and arrived about 2 weeks after my order. The table and bench was put together in my kitchen and the delivery and assembly was smooth. I also posted a picture on my Instagram which was reposted by Hemming & Wills, which I love that engagement! Also we’ve had loads of compliments on our table and bench, a bench with a back is so hard to find! Think we’ve got a set for life.”

Helpful Report

Posted 4 years ago

Hello Alex, James here. Great to hear from you, was a pleasure to help you and we're really pleased you're happy with everything. We hope to you see again soon at H&W. All the best

Posted 4 years ago

“Great quality at an even better price. Really swift delivery given the current climate. Thanks!”

Helpful Report

Posted 4 years ago

Thanks so much for the kind feedback. Best wishes, Chris @ H&W

Posted 4 years ago

“Excellent service, quality product. Very happy and would buy again.”

Helpful Report

Posted 1 month ago

Thanks so much Jade, we're over the moon to hear this! Look forward to hearing from you again at some point in the near future! Have a lovely weekend! Best wishes, Danielle @H&W

Posted 4 weeks ago

“Had some issues with the delivery company but H&W really helpful for it sorted in time for Xmas thanks a lot! Table is lovely”

Helpful Report

Posted 1 year ago

Hi Sam, Thanks so much for your honest feedback and kind words. We're very sorry to hear of the delivery issues, but glad to know the H&W team assisted you with this and we were able to deliver your order in time for Christmas! If you need any further assistance from us in the future, please don't hesitate to get in touch, the team here will gladly help! Best wishes, Danielle @H&W

Posted 1 year ago

“Items arrived missing parts and were damaged beyond use but after discussing this with the company it is apparent the delivery company is at fault. Took a few days to resolve but I'm confident we will get the damaged items replaced.”

Helpful Report

Posted 2 years ago

Hello Heather, we're so sorry for the issues with your products. Something has obviously gone very wrong. We are in touch with you to resolve your concerns, replacing the relevant items. Dispatch of replacement table legs has also been arranged along with compensation due to the issues experienced. The Care team will continue to work with you and your partner to resolve your concerns. Best wishes, Chris @ H&W

Posted 2 years ago

“The product is fantastic and the build quality is excellent! I can only fault them on the delivery as they delayed us 3 weeks (told us well in advance which was nice) and then delayed the delivery again with only 24 hours notice.”

Helpful Report

Posted 2 years ago

Hi Chris, We are so pleased that you are impressed with your new furniture. We appreciate you taking the time to leave your feedback. Thank you again for your understanding and patience throughout as we dealt with some delays with delivery. Thanks again for shopping with us! Zarc @ H&W

Posted 2 years ago

“Great product but delivery was slow and images didn’t match the color of the table. Lucky I still liked it and it worked! Beautifully made. Good price for the quality. Delivery driver was very grumpy and rushing a lot which was not good - ended up swapping the legs as ir was wobbling first fit…”

Helpful Report

Posted 2 years ago

Hi Shivani, We are so pleased that you are pleased with your new furniture. Thank you for leaving your comments, they are much appreciated and have been noted. We are pleased that we were able to correct the initial issue that you experienced. Thanks again for shopping with us! Zarc @ H&W

Posted 2 years ago

“Product size and style ordering was straightforward although choosing the finish was more difficult without seeing the differences. A simpler way of displaying the options on the website including colours might be more helpful.”

Helpful Report

Posted 2 years ago

“A few problems with delivery and communication that needed ironing out, however this was discussed with Chris and matters like these will be addressed going forward. The reclaimed furniture is beautiful, a real focal point in the room, love it.”

Helpful Report

Posted 3 years ago

Hello Eve, we're very sorry to hear about the issues with your order. There was unfortunately a human error following the additional items added to your order and also it seems there was a communication error as to when delivery of these items can be accepted. We'd have tried to speak with you today about your order to help further resolve your concerns and will try to make contact again. Best wishes, Chris @ H&W

Posted 3 years ago

“We really like our new furniture and it was relatively easy to put together.”

Helpful Report

Posted 3 years ago

Hi there, We are so glad you are happy with your new furniture. Thank you so much for your review and thanks for ordering from Hemming & Wills! Take care, Becky @ H&W

Posted 3 years ago

“Reclaimed table and benches look great in our flat. Add some much needed character, certainly recommend. Delivery only slightly late, which is fairly impressive given pandemic lockdown.”

Helpful Report

Posted 4 years ago

Hi there, Great to hear the furniture works well for you. Thanks for your kind review. Best wishes, James @ The H&W Care Team

Posted 4 years ago

“Care package and oils would be great but great furniture!”

Helpful Report

Posted 4 years ago

Hello Pam, We're glad you like your reclaimed furniture, thanks for leaving the review. We hope you received our aftercare email containing handy information about use and care of your furniture, we'll follow up with you to make sure. As your furniture is lacquered, there's no need to use oils but our aftercare and FAQ information contains alternative suggestions. Best wishes, James @ The H&W Care Team

Posted 4 years ago

“The table is shipped from vietnam so eco credentials are dubious, the surface of the table is very uneven, lots of splinters and I will probably have to sand it down.”

Helpful Report

Posted 9 months ago

Hi Robert, Thanks for your review and for your order with us in February. We are very sorry to hear of your concerns. If you would like to get in touch to discuss this further, please do reach out to our care team: care@hemmingandwills.co.uk - we will gladly assist you. The Detroit dining Collection is made using 100% reclaimed timbers from an FSC certified factory in Vietnam. All timbers used in the making of The Detroit Dining Collection have had a previous life, which is evident from the rough texture, nail marks and patching. The timber used to create The Detroit dining Collection would otherwise be destroyed, if it wasn’t used to create these unique pieces of furniture. Whereas, our Bespoke dining Collection is handmade to order here in the UK, all from sustainable materials. We do hope this information eases your concerns, but as mentioned above, if you do wish to discuss this further, please don't hesitate to get in touch, the team here will gladly help. Best wishes, Danielle @H&W

Posted 9 months ago

“The chairs were not hard to fit legs to but, after bolting the legs on, I found that there were no screw holes for the eight screws which were to be fitted, one to each leg. I am a 78 year old woman and although I had no trouble with the bolts as an Allen key was provided I do not possess a power drill nor can I operate one! I have not fitted the screws and will just have to wait until a workman is around with a drill or power screw driver. I might have been able to do the screws if a small hole had been started. The chairs look lovely and are very comfortable. There was a problem with the delivery also. Your web site said I would be told by 10pm the previous day and that you only delivered Mon- Friday. The delivery arrived with no warning on Saturday, literally as I was at my front door about to leave for London 100 miles from me. The delivery man seemed unconcerned when I said he had nearly missed me and might have had to make a second journey wasting petrol. He said they always deliver leftovers on Saturday but this is not what I understood to be the case from the website.”

Helpful Report

Posted 2 years ago

Hello Ila, thanks for the feedback on your order, this helps us to improve. We're sorry for the issues you have reported and will look into these and have them addresses. Thanks for shopping with us. Best wishes, Chris @ H&W

Posted 2 years ago

“We ordered a sofa-bed with chaise longue, a reclaimed-wood dining table & bench, and two chairs from H&W. We called in advance to make sure that we could order and arrange delivery at a later date, once we had moved into our new flat - and the super friendly staff told us that it would be no problem. The following week, I had to run out of work to call their delivery company after receiving a text that they'd be delivering a sofa the next day! H&W told us this was a simple mistake that they caught, but having called ahead of ordering and adding a note to our order as instructed, we thought we'd avoided any such issues. All furniture was delivered by Christmas as promised - in two separate deliveries up to Scotland, so fair play. The dining table (reclaimed driftwood) looks great and is very secure and sturdy. However, the screws on the two chairs continuously come loose leaving the legs wobbly - so we'll have to consider some Loctite or similar to hold them in place. We're not heavy people and we're not rough with them by any means, so disappointing that re-tightening them is a weekly task. The sofa-bed is also a little more wobbly / creaky than we had expected. I realise that it has mechanisms to lower it down to the sofa-bed setting, but it is considerably more rickety than any sofa-bed we've had before. When the back rests are in the upright position, the main section and end section also don't align completely, which is a little annoying. Overall, we'd say we're just-about satisfied overall. However, having spent a four-figure sum on furniture from H&W, I'm not sure we could say they offer value for money. Happy to pay for good quality – but not entirely convinced we received it here. We know that they made the table to order, and that's great - but the other products from their (external?) supplier feel rather like style over substance.”

Helpful Report

Posted 3 years ago

Hello Joe, Thanks for sharing your review, I'm pleased you're happy with the reclaimed furniture and that we were able to complete delivery before Christmas for you. I'm sorry to hear of your concerns with some of the delivery arrangements and with the other furniture items. We always welcome feedback. I have checked with the team and we can't see any record of these concerns having been reported to us. Now we're aware, we'll contact you to see if we can help resolve these issues for you. Apologies we haven't fully met your expectations right now but we'll do our best to help you further. As a small business, we very much value your custom and all feedback will help us improve. We'll be in touch shortly. Best wishes, Chris @ H&W (Managing Director)

Posted 3 years ago

“Some of the screws which attach my table top to its legs have snapped at the head - which is a shame but is somewhat to be expected with reclaimed furniture. The guys at Hemming and Wills have kindly advised me how best to solve the issue. Otherwise I’m very happy with my table and benches”

Helpful Report

Posted 4 years ago

Hello Iain, Sorry to hear of your issues, we'll get in touch with you to help resolve this for you. As reclaimed wood is a natural, living material, it can move and change in a new environment. Sometimes this can result in the fixings coming loose or breaking. Unfortunately, the wood is stronger than the screws and sometimes they can break. But this is easily resolved. We'll be in touch shortly to help further. Best wishes, James @ The H&W Care Team

Posted 4 years ago

“Unfortunately the bed I ordered was damaged and there were some issues with placing the order. The customer service has been good so far and I am hoping they will collect it soon.”

Helpful Report

Posted 4 years ago

Hi there, we're sorry about the damaged bed. Collection and the refund will be completed shortly and we've emailed today with further details about this. We've also made sure this model of bed is further quality checked and it appears just to be an isolated issue with your order, apologies again. Best wishes, James @ The H&W Care Team

Posted 4 years ago

“Terrible company - after several months, table arrived damaged and at 11.30pm at night. Took weeks to collect. Confirmed colour was correct to them. Replacement finally arrived and it had no finish applied to the wood whatsoever, and was a completely different colour - called customer services and sent photos, was accused of lying and treated with a general attitude of disdain and smugness throughout. They denied that no finish was applied, even though the bottom looked exactly like the top. Only when I threatened them with court did they arrange refund and collection. Collection driver told us they are an awful company and they have to take so much flak for their mistakes. I posted on my personal Facebook page about the damage and quality of the product and they asked me to take it down as they are a small company and it would hurt their reputation - being a small business is not license for poor products. Several other customers messaged me to share they’d had similar experiences. Avoid, they are an amateur hour company that treats their customers appallingly. They also banned me from their page because they didn’t like that I bit back after treating me like scum.”

Helpful Report

Posted 2 years ago

Hello Joe, I'm very sorry to see this review and the issues you're mentioning, which I understood were resolved back in Sept 2021 with a full refund and complimentary goodwill voucher/product. I am very sorry for your frustrations and disappointment. I tried to call you earlier to apologise for your experience then where we obviously fell short. Also to share that we have since significantly improved our manufacture, delivery and customer care operations as we have grown as a new business, together with overcoming pandemic related challenges which caused some delays. We don't always get it right and as is a nature of a new, small business there can be challenges but we do always try our best to resolve these and as mentioned, we've adapted and improved in the past year and continue to do so. As a small team, we genuinely do care about our customers, products and service which can be seen from the vast majority of positive reviews and happy customers. When we learn of a negative experience, it's disappointing to see as a lot of hard work is put in by the whole team so we genuinely look to resolve the issue and address it moving forwards to prevent it happening again. I'd like to speak with you to see if there is anything further we can do to allay your disappointment and will try and contact you again shortly. Alternatively, please feel free to call in to speak with me. Best wishes, Chris @ H&W Managing Director

Posted 2 years ago

“I can't review the product itself as I've still not received it - almost 2 months after the originally quoted timeline for delivery. I've emailed multiple times to attempt to understand the issue and get a more accurate estimate for delivery and all I get is a canned email using non-committal words like "estimate" and "approximate". I've received the same email 3-4 times and still no contact from the delivery company. I was offered £69 off of the price I paid, but honestly - I just want my dining table. I don't care about the discount. I will not be ordering from this company again which is disappointing as I'd much prefer to support smaller, local businesses - but if they can't sort customer service and logistics, I'll spend my money elsewhere.”

Helpful Report

Posted 2 years ago

Hello Kimberley, we're so sorry for the issues with your order and your experience hasn't been as smooth as it should have been. We understand a delivery attempt was made mid-October and I am glad to see it is now scheduled in again for early next week. When things go wrong, we offer goodwill gestures by way of apology together with resolving the issue as quickly as possible. We hope the goodwill gesture is taken in the spirit intended. Once again, our sincere apologies for the issues experienced and we look forward to completing delivery shortly. Best wishes, Chris @ H&W

Posted 2 years ago

Hemming & Wills is rated 4.6 based on 168 reviews