Had fitted furniture in bedroom for 11mths. Bedside cabinet has a defect - Hammonds won't honour the g/tee claiming its been knocked and isn't a defect - they assess and make this decision from one photo!! - so in essence their g/tee is pointless as they aren't willing to take customers perspective at all. Very Dissapointed!
UPDATE to Hammonds to the reply you just posted - And that decision is based on ONE photo! I rest my case to the faith I have in you as a company and your warranty. Others out there - if your thinking of buying - just read this review.
Design visit booked for Thurs 31/10. Didn't arrive. I made two calls to customer service and finally got a call from the local manager who told me he'd left me a voicemail.. Absolute farce and 3 hours wasted out of my day
Local manager promises a call back when they can re-schedule... No call
Called customer care who promised a call back.... No call
Called sales team who arranged for another design visit.. Sat 9th Nov at 3pm
3pm - Call from designer .. "I'll be there 20 mins late" He's been sent from London to our appointment in Swindon
4pm - I return the call to the designer.. "I'm lost but will be with you within a few minutes"
4:30 - Designer calls.. Still lost so I give him more directions . The area he describes is less than 5 minutes from our house.
5pm Customer services call me to cancel the appointment as he can't get here and is completely lost. Another 2 hours wasted waiting for a Hammonds employee that didn't show up.
This designer claimed to have a satnav in his car but I seriously doubt that he's even been supplied with this... We have NEVER had any issues with other companies finding this address
Every time I have spoken to your customer care team they are polite and helpful but I'm afraid that your systems and processes are an utter shambles
Hammonds have just fininshed our bedroom - Hooray.
The saga began on 29th April when the designer came - we asked him for a fitted wardrobe, 2 bedside cabinets, a dressing table and stool, headboard and access to our window in a 10ft x 12ft room - not too difficult for a 'professional' designer. On 10th May the unfriendly survey arrived. We had assumed, wrongly, that he would talk over the design with us and make any alterations, how wrong we were he hardly spoke to us. Then on 8th July the fitter arrived and shut himself away in our room to build the bedroom. When we looked at his work in the afternoon we realised the dressing table had been built over the window opening - sadly it was too late to do anything about it. He arrived next day and finished the work. Then we put the bed back and realised the 'designer' had located the bed so close to the dressing table that we were unable to use the stool or get into bed easily. There was lots of room on the other side of the bed.
When we told customer service of this problem we were met with the mantra 'it was fitted to plan'. After making many more phone calls (they rarely rang us) and the withholding of the final payment they agreed to send a technician who agreed there was no room but it had been 'fitted to plan'. More phone calls and they finally agreed that if we paid £232 for parts (a top and a filler) they would fit them free to correct the problem. As we could see no other way of getting a bedroom we could use we reluctanty agreed to pay. All the time this was going on we were getting demands for payment culminating in a threat of a court order. I wrote to them on 1st September pointing out that the delay was down to them and got a reply SIX weeks later from an Assistant Resolutions Manager saying they noted we had CHOSEN to alter our plan. It made us think that if the Resolutions Manager had to have at least one assistant, and it took six weeks to reply to one, how many complaints were they dealing with???
On 17th October the new parts were fitted and guess how longing it took for the demand for payment to arrive - one day!
Conclusion - once signed up customers are treated with contempt, there is no communication between departments and the only department that was efficient was the computer sending out the payment demands. All it would have taken to sort out our problem was to agree the design wasn't good, put the error right at a cost to them of less than £500 on a £6000+ installation and I wouldn't be writing this warning other people of the way customers are treated..
Furniture is lovely, customer service rubbish, can't see the 10 year guarantee being worth the paper its written on - probably have to pay for the parts to repair the fault if you need to claim! Think hard before using this this company.
(no doubt this review will ellicit the standard response that we'll be contacted - I bet we won't!)
I ordered an office, they took my money quickly and gave me a date of 28th October to have room ready for their fitter. Last week they phoned to say their fitter Paul would be with us on Monday 28th and make sure room is completely cleared. 1100hrs Monday no sign of fitter or furniture, rang customer services who rang Paul and informed me that Paul had not been told of my job and that there had been a communications breakdown and they would look into it.
1200 no call from customer services so rang them again still no resolution.
Also tweeted @Richard Hammonds and no reply from him either!
Late afternoon and we now have a fitting date of Tomorrow and Wednesday but it took a lot of explaining the hassle that we had clearing a room into the rest of the house and taking 2 days leave to be here when they decided to come originally and failed. We wait but any joy has now gone as can we really trust them to do a good job?
Well after 3 days fitting my 2 day job they have left site with a string of issues still to be sorted out some small but some completely unacceptable. The printer cupboard should have 2 sliding shelves as stated on their design diagram, it has none. There are 2 cable hole covers missing, they have made an access hole in one unit to allow access to a power socket and have cut it with wavy sides just like an DIY person might do, there is most of a large bar code label still stuck onto the front of a cupboard, one screw has been screwed in and split the veneer. There are other issues other than these and the whole experience has turned from a joyous expectation to a depressing experience and both of us feel very down and not only that but we still cannot get our house back in order because we are now waiting for a solution, the company promised to get back to us today and fix a date for resolution work, surprise surprise no call by 1839hrs.
During Friday we received an apology for not getting back on Thursday and told that a senior technician would be with us between noon and 3pm this Thursday to finish installation and rectify issues.
The senior technician arrived on the day stated and rectified approximately half of the 20+ issues leaving us now waiting for the French polisher to be appointed to maybe finish the job fully. Initial date when I contacted customer services to ask how much longer we were expected to live with 2 of our 3 bedrooms and living room full up with items from the office area, not unreasonable as so far our 2 day job has taken 2 weeks and living in this mess is very depressing especially when you read their brochure about their craftsmen taking pride in their work etc. We feel that so far we have paid more than enough for their below DIY skilled installation!
We were initially given a date of next Friday for the French polisher but after explaining once again our displeasure of living in a mess for so long already they promised to look into the diary closer, now we have got an appointment for this Monday. Do these people realise how depressing living like this is?
Given that the issues quoted their expertise in their furniture should have made them realise that a French polisher would be required, so why was one not booked to come with the senior technician?
Once again (3rd time so far) we have had to delay the flooring fitters, I suspect that they are starting to get fed up with rearranging their day due to Hammond's inabilities to complete their work.
Monday 11th, 2 weeks into the 2 day fit and french polisher arrives and spends a lot of time and effort trying to fix things but despite his efforts we are still left with a door that due to it being squashed somewhen has a very noticeable damaged area and a dented cornice that any professional fitter would not have fitted in the first place so still trying to get a resolution. Sent photos to their resolution team and have as yet not heard anything other than standard we have received your message reply.
Wednesday 13th demand for final payment has arrived in post obviously this is being ignored until we are fully happy with the office.
Thursday 14th November 2013, 2nd french polisher has been and carried out a repair to our NEW furniture, still have a panel that they owe us to come. Is repaired new as good as perfect new and worth as much is the big question and will the repairs last?
My lawyer friend drafted a letter for me giving them until 1st December before we place a claim in a London small claims court for breach of contract, we sent it recorded delivery but "surprisingly" they could not find the letter so had to send proof of delivery plus a copy of the documentation via email to them as well.
27th November received text saying panel will be delivered tomorrow between 1000 and 1400hrs - do they assume we are just sitting at home waiting at their beck and call? Phoned to give times that we would be in and enquire as to how much there was outstanding to pay, as I wished to settle the final account on delivery of the panel and for some reason they were unable to tell me a figure but said that I would receive a letter with the details in and to wait until that arrived.
28th November panel has arrived at last. Awaiting decision on any compensation that they are willing to allow for the stress, inconvenience, especially arranging to be in when they wanted to turn up, and refurbished furniture, we should have insisted all damaged parts were replaced and if the door did not match then they would have had to replace all 3 doors!
Everything went well with our order for fitted bedroom furniture - until it was fitted. Then we had a catalogue of problems including the furniture being wrongly fitted so we had joins that shouldn't have been there, missing parts, damaged parts, and doors which were not as we had been told (eg flush finish on the back; it was actually covered in drill holes and bracing strips).
As Hammonds had already got most of our money by this point they just didn't want to know. It took 14 months to get any answer for my complaints and even then I have ended up paying full price for furniture that isn't what we ordered!. I was offered £190 off a £5,500 bill for all the problems and have been left with furniture that doesn't match the design plans. I was threatened with court action almost immediately and as my husband and I both have ill health problems, I ended up paying the balance of £600 as I just couldn't take any more. I WILL NEVER USE THIS COMPANY AGAIN OR LET ANY OF MY FAMILY AND FRIENDS MAKE THE SAME MISTAKE.
Like other forum posts have said, customer service - what customer service?! They don't reply to your letters and phone calls, even when you write to Mr Hammonds himself. I agree that BBC watchdog should investigate this company's appalling practices.
UPDATE: The situation was never 'solved' as Hammonds have stated in their reply. After 14 months of stress and ill health I couldn't take any more and gave up. I will never use this company again.
The wardrobe fitted is now great. It does help use make the most of our limited space and the finish is good.
The customer service let the whole company down.
Firstly, when we were left a message (at rather late notice) to change the date of installation. More importantly, there was a small problem with the soft closure system - which I contacted customer services about on at least 4 occasions and despite them saying they would get back to me - they didn't. They only organised a date to sort it out, when I indicated that I felt it was a cheek to ask me to pay the final payment, when I wasn't fully satisfied with the finished product. Since then the problem has now been sorted out and we are very happy with it - but it shouldn't have taken 6 weeks for them to have resolved this.
I have been reading the reviews and so was a bit apprehensive about going with Hammonds. The designer was slightly rude, but we managed to come up with a design that I liked, with the finish I wanted. When the surveyor arrived, we worked out where everything would go but the drawing was not done to scale. He told me I needed to have my wall cabinets closer to the windows and slightly off centre. I was not told that the bedside cabinets where not fixed so I agreed. We also saw the shelf units in a show room and wanted them.
When the fitter came on the first day he installed the wardrobe. I was really happy with this. The next day he installed a dressing table shelf, which was fine. When he installed the shelves I expressed concern that I needed to some space put up my curtain rail. He didn't answer and told me I had enough room and I needed to have it off centre because of my dressing table. When I asked him to change it, he got very hostile and told me I couldn't, because of the metal studs that would leave very large holes in the wall. These metal studs were not seen in the showroom so I didn't know they would be there.
He made some changes but left holes in the wall, I still am unable to put up my curtain rail and cannot contact anyone to sort this out. I was told if I wanted to make some changes to my shelves, that I'd have to pay £120 pounds. But this would leave terrible holes in the wall. I have tried to contact customer service to come up with a solution, but they have not been very helpful. Meanwhile the payment office is hounding me even thought I'm trying to sort things out. I've written two emails to their resolutions team, and one mail to their main office, and got nothing.
While happy with most of my bedroom, this issue and their customer services has left me very cross with Hammonds and I wouldn't recommend or use their service again. Unless you are going for something very simple.
Rep that came out was good, friendly man, not pushy. The girls in the office didn't seem to know what they were doing. They told me thaheThey fitter couldn't fit the furniture because we hadn't pulled some carpet up. After a very frustrating conversation, the fitter was happy to pull up a very small amount of the old carpet (a child could of done it) and asked my husband to sign saying he had given permission) the guy that fitted the furniture was ok but the second day came downstairs and told me I had to move some boxes across the room so he could work. My husband told him he had left them so that he (the fitter) could fit a handle that hadn't been fitted. So he (a man) expected me (a women) to move 2 plastic boxes about 2 metres across a room. When I said I would move them he said "oh it dosnt matter I'll do it" ! What was the point of all that?! We understand that fitters cannot be held responsible for removing carpet and items out of rooms but what we had left in the room was so small , we got the impression a big fuss was made out of nothing. Marks were left on our cream walls which had been recently decorated, which we found very frustrating. After removing the blue film after our carpet was fitting we have now discovered some defects on the furniture. Scratches, little hole where the handle is fitted on a door, doors not quite level and uneven gaps.
I used Hammonds for my bedroom furniture over 10 years ago, and have been extremely happy with it. This year, it was time to get my son's room upgraded and I had no hesitation but to call Hammonds. Again the experience was pleasant, no hiccups, reasonably priced and a beautiful new bedroom. I will be calling them again in a couple of year for my other son's room !!
Our previous experience with Hammonds was excellent but not this time!
Everything took an age. Some cupboards were not aligned properly. The installation guy arrived 4 hours late without any warning of this. Parts for a cupboard were missing and he had no instructions as to what he was meant to be doing. Our Rep. left the company and we were not notified. We were unaware that the phone he was using was his own mobile - therefore when he left we had no contact number. Apologies were very thin on the ground and we will not be using Hammonds again the the future.
We are very pleased with the whole service we received from Hammonds. The design and fitting process was all hassle free. We would recommend then for quality and price.
Hammonds were excellent from the initial consultation to the finished product. They were incredibly helpful and flexible. Myself and my wife work specific hours and Hammonds went out of their way to arrange a weekend fitting so we didn't have to wait 8 weeks for our fitting which was brilliant!
The wardrobes were built and finished perfectly and look brilliant, the fitter was incredibly professional and respectful in our home and worked tirelessly to get it all done on the day.
Will be looking to them for any future home improvements!
I recently had fitted wardrobes fitted by Hammonds. My experience with this company was very good from the start. A lovely lady came and measured up for the wardrobes. She had lots of ideas and lots of samples of wood for me to choose from. I picked her brains and between us we designed fitted wardrobes which fit perfectly in my bedroom. On the day of installation the fitter turned up at the time he said he would and completed the job within the day. He left no mess and apart from making him the odd coffee, i didnt know he was there. I am totally happy with my new fitted wardrobes and will recommend this company to anyone.
Many thanks Hammonds
We are pleased with the bedroom furniture, but dissapointed with the after service. We complained about the dirty condition the interiors were left in and reported the mirror supports were faulty. The mirror and the stool had been left in a wardribe still in their boxes and had not been checked!! It took about 4 phone calls, with promises that someone would ring back,they didn't, before an appointment was made for the engineer to visit. Customer services were constantly in touch pressing for an order and during the payment period, but not so when we had a problem. Not what we expected from Hammonds!!!!
This has made a real difference to both the room, and how we use it; and it is a much better use of the space.
Our impression of the salesman was not good in terms of the deal, and we did not like the pressure to buy before he left, which we refused to do. When we rang him back to accept, his attitude nearly lead to us not placing the order at all, which in hindsight would have been a pity. But his ideas of what to do with the room were good, and better than his competitors.
The surveyor that came following his visit was excellent, and obviously knew his job having previously been a fitter. He spent several hours checking the plan in fine detail, and we were very impressed.
The installers were clean and efficient, and the quality of the workmanship was excellent. We were amazed how well it all fitted. Clearly, prefabrication at the factory has a large part to play, and communication via the office was very good throughout.
We are very happy with the service we received from Hammonds. The service from the designer was very helpful and professional. The fitter who assembled the furniture was excellent and very tidy. We would use Hammonds again, if needed, in the future.
I had the furniture fited and then realised that part of it wasn't what i wanted. So when i rang customer services the lady told me that even though the design looks the way i wanted it, you don't always get whats on the design. To be more precise i asked for a chest of draws to go on the end of my bedroom wardrobes, the fitter left a chest of draws in the middle of the room. I called customer services who didn't help at all, the lady even though i wanted the draws flush to the wardrobes i had ordered the wrong free standing furniture, even though it was the designer and the surveyor who showed me that the draws will fit flush and this is shown in the diagrams. i am not happy at all with the service and will not order more furniture in the future.
This review should have 5 stars but lost one because initial time scale quoted (5 - 6 weeks) was nearer eight weeks. I was kept in touch every step of the way. Planner and surveyour all came when they were due . Top marks must go to the fitter who constantly referred to me during the two day installation and made suggestions to ensure everything was perfect . He cleaned up as he went and packed everything together when he had finished ready for all the rubbish to be collected by Hammonds. A job really well done .
Hammonds are a great Company to deal with. Furniture is lovely. We have three bedrooms and one office with Hammonds fitted furniture and have been really pleased with the total experience, from design throuygh to fitting and then the robustness of the furniture. looks great too
Love the quality oak finish to our new guest room wardrobes and especially the amount of hanging space in such a small compact area - initially thought it was going to over take the room but it looks super and was fitted so well.
Most of my niggles were down to me not asking enough questions. The customer is responsible for all the preparation before installation - this may be a problem for someone on their own or elderly, e.g. removal of existing unit, moving furniture and carpets. I didn't think about any problems around electrical sockets as I assumed that the units would be tailored around them, I should have checked. My units were fitted nearly 2 months ago but to date I have not received an acknowledgement of payment in full or a guarantee document. One of the door hinges has come detached from the frame. Because this was after completion I have had to make a guarantee claim which involved sending a picture of the fault. I accept that this is the process but seemed a little over the top for such a new unit, especially as I incurred extra expense due to having no access to a camera. I would recommend checking the height of the hanging rails - I am 5ft 3in tall and can just reach the top rail when standing on tip toe!
The units themselves are acceptable for the price I paid. Overall this has been a good learning experience for me.
The design visit went perfectly for our little girls bedroom furniture and the fitting went very well. However the problems have been with the after care. We've noticed cracking around one of the screws, we were also advised against have the plinths along the top fitted due to existing features on the ceiling. We have since tried to arrange a refund on these boards and NO ONE has bothered to call us back! We know these boards were priced individually as explained by our design consultant. We are bitterly disappointed by having to chase this repeatedly and being told someone will call us back when they don't.
We are so pleased with our Hammonds fitted wardrobes. They have totally transformed our bedroom.
The fitter who came to assemble our wardobes was polite, hard working and thorough throughout.
We would have no reservation in recommending Hammonds to any of our friends in the future.
We were very happy with the service provided by Hammonds, all the workers delivered an excellent service! Good quality materials, lots of good advices, no delays in starting and finishing the work. It really transformed our bedroom. Right now we are doing the second bedroom with them!
Hammonds are a good company. They have a good pruduct, well made with a good range of finishes to soon all tastes. Their fitting service is carried by skilled people who are very helpfully and efficient. We would recommend them.
This company put it self out to get our waldrobes fitted as soon as they could, as we had no where to put our clothes when we moved. Everyone was very helpful. The fitter was very good all dust and any left overs were cleared up and taken away,he kept us up to date as to his arrival time. We are very happy with this product, they work like a dream.
So if good service is what you want go with Hammonds
Realy pleased with our new bedroom, looks great, plenty of wardrobe room, and draws.the fitter was very efficiant and worked none stop to get it done,
would recomment hammonds to anyone,
I had a fabulous meeting with Lewis the Hammond's sales rep he was really helpful and I love the design I have chosen. They usually take about four weeks to build the unit so l was really disappointed when mine took 3 months to complete. The original date I was given was 8 weeks then they had to cancel and reschedule for four weeks later. I mentioned it twice but didn't get so much as a 'sorry'. End result is lovely so as long as you are not in a hurry worth waiting for, Carpenter John was great.
Having received good products and service a few years ago, I was comfortable to order yet more wardrobes from Hammonds. Regrettably, my good experience was not repeated. Having cleared the bedroom in question (as required) for the installation, I was informed by the fitter on the second day that he would not be able to complete the job as the wrong ceiling closure panels had been sent. A call to the office informed him that the correct parts would have to be ordered and manufactured and would not be available for a week. I was therefore left with wardrobes with no sliding doors as the fitter was not happy to hang the doors on the top track without the rigidity that the panels would give. On the designated day for the fitter to return, I received a phone call from Hammonds to inform me that the fitter would not be arriving as he had overrun on his last job. Having asked when he would be returning, the young lady said she would find out and let me know, She duly phoned back and informed me that the fitter would not be able to return and that someone else would be coming to complete the job but not until the following Monday. Having delayed the fitting of new carpet in that bedroom once already and expecting the delivery of a new bed, I had to let those things happen thus risking damage during the completion of the installation. I made arrangements to yet again be at home and completion was eventually achieved.
A matter of weeks later, the internal drawer set in one of the wardrobes started to fall off their runners, preventing the drawers and the wardrobe doors being closed. Contacting customer services, I was informed that I would have to make a warranty claim by completing a claim form which would be sent to me. Pointing out that this was a problem with a recently completed installation, I was informed that that was the procedure and that nothing could be done without it. Having completed and submitted the claim form, I was contacted by Hammonds to acknowledge my claim and was told that someone would call on 28 August (some three weeks later) to look at the problem. When I said that that was unacceptable, the young lady said that was the earliest date available. I pointed out that I had wardrobes that could not be used properly and that the drawers were on the floor of the bedroom causing extreme inconvenience but was told that that was the best that could be offered. I said I wished to take it further and was told to write in. This I did, but all I received was an email from the "Resolutions Team" thanking me for writing to them and saying the matter would be attended to as soon as possible. Hearing nothing, a few days later I rang to request the 'resolution' only to be played the same record -"that is the earliest date available".
Again, arrangements were made to be at home on 28 August, and the technician attending discovered that an essential part of the drawer section construction had not been ordered, supplied or fitted. He cannibalised the existing wardrobe shelving to effect the repair and a replacement shelf has been sent to me for me to fit.
Regrettably, I consider the service given to be wholly unacceptable.
We are really pleased with our bedroom furniture, it has made the best use of space in a small bedroom. Our only criticism is that we were waiting for the fitter to arrive only to be told that he was stuck in traffic, this in fact was not true and we did not think it was necessary to lie to us.
Very friendly survayor and fitter...sales man a little pushy as we weren't paying for the wardrobes they were a gift he didn't seem to want to leave with out a yes or no answer.
We were also told we would receive a woodland trust membership for a year we haven't heard anything regarding this and a little disappointed
Apart from this very good experience with Hammond
It was easy to view the furniture at a showroom and then the planning meeting with the advisor was quickly arranged and went well. All dates were met and the furniture installed without fuss. Quality is good and it has transformed our bedroom.
From start to completion of our fitted bedroom furniture installation, Hammonds customer service was excellent. From the planning stage to the fitter arriving and installing our bedroom furniture was efficient and stress free. We are thrilled with the finished bedroom and can highly recommend Hammonds to anyone wanting to purchase fitted bedroom furniture.
Very well organised company, they only make you promises they can keep. The quality of the workmanship is excellent as is the final product.
Preliminary arrangement for fitting made at Cousins Tyseley,where the lady we spoke to was very professional and helpful.
The whole idea was to purchase fitted bedroom on buy now pay later scheme
We were told in the showroom that there would be no deposit to pay.
When the Salesman came and measured up he tried to charge £700 deposit.
I pointed out that we were told that we didn't have to pay but he did not agree.
Later that night he phoned and apologised and said that nobody had told him this(He's been working for Hammonds for over 30 years)
Then a surveyor came out.
He too was very professional and thorough.
The fitter turned up several weeks later in a tatty old van and we left him alone to carry out his job.
When he left,everything appeared to be ok,but at that stage we weren't using the bedroom as we were waiting for new carpet.
A few days later when we actually started to use the room I noticed several things wrong-drawers out of line,upholstery on stool not fitted correctly,bedside cupboards out of shape and on closer inspection some of the supports for the drawers were not fitted properly.
It took two visits from another fitter to correct the situation,which was to my satisfaction,all except for the finishing on one of the drawers,which he had actually made worse,but he said we' d have to live with that,as to replace all the drawers would be a problem as they wouldn't match.
Although I must say the room does look very nice,but our experience with Hammonds in general was not a good one.
We are going to pay £3800 by the end of the first year so we will avoid paying any interest.
We are disappointed,as we have waited a long time for this opportunity and we do not feel we've had value for money
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