“Very poor quality sofas i bought 2 sofas one sofa the arm has broken off and on other it is moving the cushions have got flat, i had a inspection and the report said these sofas have a manufacturer fault, this company will not give me my money back.”
“Rated 1 out of 5 stars
6 days ago
BE WARNED!
One star is not low enough to express my dissatisfaction with The Lounge Company.
We bought two armchairs in a fabric that we chose from a sample sent to us.So far so good! What we weren’t able to tell from the sample was that after being sat upon 3 or 4 times the pile would ‘crush’ and appear shabby. The Lounge Company, presumed experts in this field, had not pointed out to us that this would happen. The armchairs, after a very few weeks, now look old. The Lounge Company refuse to do anything to help and hide behind the fact that, technically, there is no manufacturing fault in the fabric.
If you are thinking of buying from this company, BE WARNED!
Date of experience: 01 August 2023”
“APALLING SERVICE!!!If I could give zero stars for this company I would !!! I have yet to write a review on any product I have ever purchased. But i feel that people should be warned and made aware. I have had a very similar experience to the reviewer below. I purchased TWO rose sofas and some cushions from Lounge company on the 14 January 2022, I have still not received these sofas 6 months later.I was told that i would receive my sofas in April and a delivery was booked. The courier then cancelled and said I should contact the Lounge company directly. The lounge company told me that the issue was with the supplier and my sofas had not even been made. I had no further information from Lounge company. I have had to continually chase them and there has been countless delays. The last cancellation of delivery was on the 6th July. It is now the 12 July 2022 - 6 months from date of purchase and I still do not have my sofas!!! I am told that the earliest they can now get these sofas to me is 2nd August!!! I have asked a number of times to speak to the manager but unfortunately the MANAGER is NEVER in!! Shocking, shocking customer service!!! I would recommend that you proceed with extreme caution.”
“STAY WELL AWAY FROM THIS COMPANY
I ordered and paid upfront a corner sofa and a foot stool with The Lounge Co in Jan 2022. I told it would be a 12-16 week lead time. In April, on the day of planned delivery, I was told my sofa would not be turning up. When I called The Longe Co the next day to understand why I given an apology and rebooked another delivery date a couple of weeks later.
A couple of weeks later, on the day of delivery, there was no sofa and no communications as to why. I got back in contact with The Lounge Co and they informed me that my sofa hasn’t even started to be manufactured?!?!? Why would they book a delivery date without a finished product?
I was informed I would have to wait another 8 weeks, and that my sofa manufacture would be prioritised. I was given a delivery date of 25 June, today. No sign of the sofa and the delivery company has just informed me that they have not received the good, so could not ship.
I fear my sofa still hasn’t been made. So The Lounge Co has has ££££ of my money for 6 months and I have no goods to show for it. I’ve asked for a full refund. Appalling customer service.
My strong recommendation is to stay well away from The Lounge Co and give your money to a company that can actually make and deliver sofas.”
“We ordered a corner sofa and two leather chairs on Boxing Day, both with an estimate of 12 weeks until delivery. It's now been over 23 weeks and they still have no idea when we should expect delivery because the manufacturer can't get hold of the leather.
For the last two months we've been told it should be with us within four weeks but we're actually no closer as neither have started the manufacture process. They really have no clue what's going on as it's all in the hands of another company.
Apparently the leather is the issue but they refuse to begin production on the fabric sofa as it's all planned to be made together. Zero customer service.
It's been a massive waste of time and a huge inconvenience as we're in a new home and haven't been able to use the lounge. We will be cancelling our order once we've found a company that is able to supply sofas and chairs.”
“Shocking customer service. Have now lost one of my chairs. Notice they remove negative comments from social media .
Never dealt with such poor service.
Don’t use them”
“Awful.
Ordered a sofa in early October.
April delivery arranged back in mid-march. Now apparently a few days before the delivery, the sofa isn’t even manufactured?! And won’t be til May?!
Time taken off from my self-employed work for this delivery so now out of pocket for the day too.
Original turnaround was stated 16 weeks, now at 25 and will likely be 30+ before I receive my sofa.
Would NOT have ordered with them if I’d known I was to wait this long, especially as a first time buyer.
Incredibly poor communication, had to chase the order myself after the turnaround period ended and have only been left 1 voicemail, no email communication regarding the delivery issue now.
AVOID.”
“28th February 2022.
My first 3 seater sofa took a long time (18 weeks to arrive). It did finally arrive towards the end of December '21 (it had been ordered in June '21!
I then made a BIG mistake and on 15th Dec '21 I ordered another, as I thought it would be good to match up as a pair. This arrived in February '22 but with NO LEGS! Over a week later the sofa is still sitting on the floor of my sitting room. I have contacted Customer Services numerous times but the response is always pretty vague - no-one has even apologized yet that the sofa has no legs yet. At first I was told a set would arrive with Fed Ex and I would need to simply screw them into the base. That was over a week ago (still no sign of them). After contacting Customer Service once again, I have now received an email from them today (28th February '22) saying the legs will not be with them, from the manufacturers, until 23rd March!! This will then be almost SIX WEEKS that I will have had the sofa with no legs.......all very embarrassing for when any guests call. It all looks very odd and I have to keep explaining. Surely one set of regular mahogany legs cannot be that difficult to get from GPlan - the manufacturer.
Also, but this almost pales into insignificance, on 15th December '21, I ordered and had to pay in full in advance for (extra £422.40) 8 X metres of the same fabric that the sofa is covered with. This apparently there is no sign at all of yet!!
Totally nightmare company - I think the worst and most un caring, I have ever come across - would advice to avoid.”
“I ordered 2 sofas from David Phipps in August with promise of a pre Christmas delivery date . I phoned early December to check and was told the sofas had not yet been made and realistically it would be January before they would be delivered .. 2 more ‘late in the day’ cancelled dates and a vague promise ( not guaranteed ) of February. Delivery Company give me dates which get cancelled as sofas have still not yet reached the warehouse. Customer care is shocking, unhelpful , lame , vague excuses and little in the way of any apology ! Can’t comment on the quality as I haven’t received the goods ! AVOID, AVOID AVOID at all costs.”
“Ordered a lounge co sofa through furniture Village, delivery delayed by two months.
The sofa has a few manufacturing faults and it's obvious the sofa wasn't built to last, furniture Village is supposedly organising a "REPAIR" on a new sofa and waiting for the lounge co to supply the materials.
I contacted the lounge co to explain the situation and was told by Laura that they would get the problem resolved. That was 4 months ago and I have never had any further contact from them despite calling and emailing numerous times, Nina the head of customer services assured me it would be escalated which it has not.
They have ZERO interest in resolving customer issues with faulty goods.
Please see the attached photos of our sofa at 3 months old and decide for yourself.
Avoid at all cost if you expect a quality product and customer service.”
“Avoid this company.
We waited for 4 months for our sofa, only to be told 1 week before our delivery date that the sofa had been lost. We received vague, meaningless updates for a further month, and were then informed that it was fully lost we would need to re-order and wait another 6 months.
No meaningful discount was offered and they didn’t really seem to care much, if felt like this sort of thing happens at Lounge Co all the time. A quick scan of Trust Pilot confirms that this is a regular pattern of losing sofas and failing to place orders. Some people seem to have had this situation multiple times, so even if we placed a second order, I have zero confidence that Lounge Co would actually deliver it.
The customer service was very poor. The gave vague explanations of what was going on that didn't make sense. It just seemed that they were trying to make up excuses for why they hadn't made our sofa. It’s a shame that they can’t be more honest with customers and be up front about the issues they are facing.
My advice is to go with another company and save yourself the disappointment.”
“Very disappointed in the quality of our sofa. The fabric has flattened very quickly and being a small person, with a family that has left home, it does not get a lot of wear. Also the stuffing of the cushions is very poor and unable to fluff out so its like sitting in a bucket. I called Customer Services but they did not want to know as it was outside the guarantee. I would not purchase anything from this company again. Beware !!”
“Order a snuggler and sofa . First they duplicated the order incorrectly . Then they gave me a delivery date and cancelled the day before telling me they had made a mistake . Then I discovered the sofa wasn’t even made at this point having waited months . Now I’m told the sofa is made but they can not find the snuggler seat it’s lost in a warehouse . I’m told the sofa is made . It’s one excuse after the other . Customer service are not helpful I have to chase them it can take a week to get reply and when I do it’s vague . It’s now been 21 weeks and I still don’t have a full answer . They have full payment I’ve waited months and still don’t know when my sofa is coming and they aren’t sure if it’s been made . Problems with the manufacturer , problems with the delivery company , poor customer service .”
“Absolutely furious that The Lounge Co have delayed my GUARANTEED pre Christmas delivery for my sofa for the 4th time today, without any explanation! After delaying it 3 times already (1. no fabric 2. no foam 3. fabric FAILED fire safety tests) it was meant to arrive this Monday after 5 MONTHS of waiting. The delivery company, not even The Lounge Co, rang me to say the sofa hasn’t arrived and therefore they can’t deliver it. There was no explanation. This is completely unacceptable. I would not recommend this company to anyone looking for a sofa, or any furniture for that matter. I shall be escalating this problem to as many people as I can.”
“I purchased sofas which arrived at the end of February 2020. They’re for mine and my partners first dream home together. We purchased a Phoebe 2 and 3 seater in African Saphire, the most expensive and premium fabric that the firm offers. After having the sofas for a month they started to look extremely worn, the fabric has faded, they have no shape whatsoever. After contacting the firm expressing our concerns, a technician was sent round to inspect them. The technician agreed that the sofas should not be in the state that they currently are. Yet lounge co simply said to us that we needed to plump the cushions. Little did they know, we have been plumping cushions the whole time. Yet they still have no shape and have lost their colour already. I am appalled at the quality of the sofas and for them to look the way they do after such a short amount of time, I am disgusted in their condition. These are not fit for purpose products or worth the money.”
“I've looked over some reviews on other sites and have found several other people have had exactly the same experiences as my own with the cushion stuffing not being identical and the sofa arriving scuffed/torn. There is clearly an ongoing issue with the quality of sofas The Lounge Co is producing and I only wish I had read these reviews before purchasing.
I bought the Rose sofa and immediately noticed that the cushions weren't sitting properly. The delivery people said it takes a few days for the cushions to settle in, but one cushion seemed ok and the other would sink in and flatten as soon as you sat on it. The Lounge Co sent over an 'independent' technician who said it seemed fine to him. I asked him whether he had even seen the actual sofa in the showroom (I purchased from Chiswick) and if he knew what the Rose sofa is meant to look like. He said he had never been to the showroom and that he isn't familiar with this sofa! He didn't even sit on it, he just took a couple of pictures and left.
I physically had to take the faulty seat cushion back to the showroom and put it on their model - the difference was obvious - and only then did the manager agree to replace them! It's ludicrous! The back cushions still aren't right.
I then noticed that the back of the sofa was scuffed, torn and had a sharp razor-type object sticking out of it. I only noticed this because the razor damaged my wall. It took months of emailing to try and get this sorted. In all this time, their customer services didn't even have the courtesy to call me. I literally had to request for someone to ring me before they did. They sorted the razor, but refused to repair the damaged fabric, claiming that I must've caused the damage. I'm a single woman, no kids, no pets - I would literally have had to sit there scraping the sofa with sandpaper to manually create the damage that's on the fabric. Their treatment of me and the situation is disgusting and beyond frustrating!
I looked up my consumer rights, but they aren't registered with any professional quality control agency like Furniture Ombudsman, so they can basically treat customers how they want without any consequence.
I would steer clear of this company. They tempt you in with competitive pricing, but the quality is shockingly poor and the customer service is even worse!
My biggest regret is not forking out extra and buying from Loaf!”
