“Very poorly made sofas seams are not level, according to stokers this is acceptable, and we are being picky , their excuse is it is hand made so it will not be perfect”
“After six month delivery wait we took delivery of our lovely, expensive modular corner unit. Initially we were delighted with it. Four months later the right hand unit failed miserably. The leather had stretched so much on one of the seats it now has a one inch fold of surplus leather down the centre of the seat. The head rests have sunken and the filling in the arm has slipped down and is visibly sagging. The sofa makes awful creaking noises every time you get on and off it.
After a three week wait, Stokers send out a technician. Following his report Stokers ordered a replacement filling pack for both seats, replacement filling packs for both seat backs and fillings packs for both seat headrests. They have asked the manufacturer in China to also send out a replacement arm filling pack as a gesture of goodwill!!! As the manufacturer is in China the new filling packs will take ten to twelve weeks for delivery and then the sofa will need to be taken away for repair.
We were not happy with this response and wanted a replacement. Obviously the sofa was manufactured and was of such poor quality that it was not fit for purpose and it shouldn't have failed to that extent after only four months of light wear (there are only two of us in our household).
Stokers have said that under consumer law we have no rights except to accept the manufacturer's right to repair the sofa! I can't believe that this furniture is sold as high quality and is of such poor quality to only last less than four months and in addition we have no consumer rights. I think somewhere along the line something is failing with the quality assurance checks as from reading other reviews this is far from an isolated case! I wish that in hindsight we had read the previous reviews. We are not alone with receiving poor quality furniture. This is not accidental damage or slight imperfections this is poor quality manufacturing using cheap poor quality materials and the result is furniture not fit for purpose. We are both pensioners and bought this corner unit thinking that it would last us for the rest of our lives and not just four months.
Sue Thompson - October 2023”
“Bought a wardrobe and tallboy chest of draws from Stokers. Delivered 6 weeks later with cornice for top of wardrobe missing and handles different on wardrobe to ones on draws.
Still waiting 2 weeks later for this to be resolved, no faith that this will happen quickly and regret shopping at this store. Hope its not as difficult to get our money back as it is to get an honesty answer to my emails regarding this issue!”
“We ordered bedroom furniture in February, which finally came in July. A mirrored door was smashed and a drawer unit carcass damaged. Here we’re in September and we still haven’t had them replaced. With hindsight I shouldn’t have paid in full, as once we had, no one cares. We have never had such terrible customer service from any other company. The following questions below need updating! Try over 7 months and I’ll tick that.”
“Customer service absolutely shocking. Damage to existing furniture, telephone line ripped out, dents to banister, door frames, telephone stand. Phoned and emailed numerous times, they don’t contact you back. Once they have your money, they don’t want to know. Was offered £200 compensation voucher for the store!!! I don’t want to ever buy from them again. Be warned. Furniture arrived filthy and end product damaged. I emailed, phoned and even called in store”
“We bought some furniture months ago and have had to ring every day for the last three weeks now but still no joy. Terrible after sales service. No one cares and no one has ever returned a call.”
“Read ALL the reviews before buying, poor customer service once a sale is made. Both me and my family have spent thousands at Stokers and it's partner store over the last 10 years. We always went because of their customer service. No idea what has happened but they now don't care once the sale has been made. The sofa we bought was £2000 but after 4 months the back cushions started sagging and it looked a mess. These were quickly replaced but the same thing has apparently due to the insides being blown and not the same filling as our previous sofa of the same make. We feel we should have been told about this but they obviously just wanted the sale. Our old sofa we got rid of looked better after 10 years than this does now. To get solid cushions they want to charge over £300 which I am not prepared to pay. Please read all the reviews if you intend to buy from here (and there are a lot about how poor the customer service is). We, along with our family and friends won't buy from here again which is a shame but I am not prepared to buy poor quality products again.”
“Worst level of Customer Service EVER received from this company. Rude, dismissive, argumentative Staff. New sofa ( not cheap) arrived with a flaw in back cushion ( told it was a shadow) !!! seat and back cushions flattened and sunk within 2 days. 3rd day of owning the sofa I had to call the Chester Store and voice my opinion. They just did not want to know. Albeit, they sent an independent upholsterer to check it out. He was just as worse as the store staff for being rude And dismissive.
told the reports come back with "nothing to do with them" So if I want firmer seating them I can pay for it. !!!! Told them apparently I should have been offered a choice of "fillings" for the cushions At POS which I wasn't offered. So unaware of choices !! Was told. NO you don't as there is only a standard fillings for this sofa. Alas. This staff member never did his homework so if there is only 1 standard filling then there's false advertising going on here. I'm not bothering going to the Customer service manager I'm going direct to the CEO Jonathan Stoker. Let's hope his customer service skills are better than his staff . A month old sofa already looks 5 years old !!! Quality.
PS . To be fair the lady who served me was more than helpful”
“We did have a problem with suite we bought from southport store customer service got store manager to ring us which he did and agreed to send us new suite out but we would have to wait 16 weeks I said to Dave we have gave our old suite away to save the heroes no problem we will lend you one which arrived same day as they picked other suite up I am writing this review as I work in a customer service position and a lot of company's get slaughtered when something goes wrong and on this occasion Dave the store manager has been brilliant in sorting this out for us”
