We ordered two leather sofas from Harvey's in August. Two delivery dates were arranged in November both of which were cancelled by Harvey's a few days prior to the delivery date.
When the sofa's were delivered we quickly noticed a pungent odour which seemed to be coming from the leather. Although we do not suffer from allergies we quickly experienced cold like symptoms accompanied by irritation of the eyes, nose and throat.
We contacted Harvey's customer services who arranged to collect our sofa's in order to try to identify the cause of the odour and at the same time provide two loan sofa's. Prior to the agreed date we received a text from Harvey's giving a three hour time slot for the collection and delivery. One hour after the end of the time slot and still no Harvey's I contacted Harvey's customer service who could not shed any light on the whereabouts of the delivery. Shortly afterwards we received a call from the Harvey's delivery driver who explained that he could collect the sofa's for return but he didn't have the loan sofa's on his vehicle.
So no loan sofa's, still choking, half a day off work with no explanation or apology!
Based upon our experience of Harvey's to date I would say save yourself a lot of agro and find another supplier!
Ordered a sofa back in February. After 18 weeks it arrived with an orange dye stained into the cream leather. We was told the style of sofas had a batch error. Against my better judgement I ordered another more expensive style hoping this sofa would be fine. Again after a long delay and numerous chasing calls, the second set of sofas came- these were also faulty!! We was then told that harveys had x2 sofas in the warehouse that had been checked and could be delivered within a week. I asked them to recheck to prevent a 3rd set of faulty sofas being delivered. It took x4days to get someone to check them to then be told these were also faulty!! It's now November and I'm still waiting for a refund !! The worst service I have ever received from any company. Disgusting goods with discussing service!!!!!!!
Saw the never ending 2 Day Sale. Rushed to find a store to make sure i got deal.(yer right) Found on the internet that store near Bimingham city centre (ladywood). Went straight their in traffic. Got to store- - LOCKED. Knocked on door, told couldnt let me in as was having a store move around,health and safety,you might slip on a cardboard box.!! No mention closed on the internet. Went miles through road works to other side of city (great barr) not your fault Harveys. Ordered 3 Anni sofas,paid cc there and then. Six weeks to the day almost,Bell at my drive entrance rang. Cant carry your sofas along flat drive,as they might injure themselves. You guessed it,that old chestnut Health & Safety. Not doing my health much good had to carry 3 sofas from the kerb in the main road myself & son. One of the settees on assembling looked like a Friday build.wrinkled badly sewn,back tacked (stapled) like yesterdays sandwiches. Rang customer services (premium rate #) Said i signed for them,but could not inspect them as they had been left on the kerb! Arranged for a Technitsion to inspect it (another day wasted) said why send him unless he comes with a sewing machine under his arm. Oh well,he photographed it and rang Harveys who agreed it would be replaced. Some eight weeks later well it seemed that long,i rang to enquire where my replacement was. Would you Adam & Eve it ,no one had placed the order. You should get it six weeks from now,came the reply .Dont send a big truck,it wont fit up my drive i said. As we speak the bell has just rung. Guess what-- we cant get up your drive. Good lads carry it then. Wow they did,take note Harveys. Oh and the price of the sofa is still the same,and if your stupid enough you pay around sixty quid to have it delivered. Oh what fun. Do it again,ME THINKS NOT
My wife & I decided to revamp our living room . Decided on Harveys Pavilion furniture in light Oak. Furniture on display was nice, no marks, knots, or any visual discrepancies or marks. Ordered Display unit, small sideboard, coffee table & console table. Paid cash including delivery and waited 7 weeks for delivery. Furniture which was delivered was nothing like the quality in the showroom, with bumps, sanding burn marks, splits, open knots, very badly mismatched wood / veneer etc. etc. Told the delivery guys to take it all away back with them but they insisted they had to leave it as they were only the delivery guys. Phoned customer Services and kicked up blazes ..... offered me 1. £100.00 if I kept the furniture that was delivered. 2. Re-order all the furniture and receive £200.00 compensation when I was happy with what I received. 3. A full refund. Mrs.H. really like the style of the furniture so it was all re-ordered. Lead time was 49 days. I made it clear to customer services that I wanted the full delivery inspected and if there were any discrepancies with the quality it was being returned immediately. They agreed to this and said their quality control people would go over it with a fine tooth comb. I said that they didn't have any quality control, or I woudln't have been required to reject and re-order the first batch. Replacements were delivered in time. Only one box containing the small sideboard had a piece of tape on it with "Q C Inspected" round it, and on opening the boxes which were sealed, found that the stuff that came was even worse quality than the original delivery. Also no display unit was included in the replacements. Again told the guys to take it all away back with them. Same story of "I'm only the delivery guy". Cusomer Services were called immediately and I said I wanted a full refund and to come and take it all back immediately. It was all taken back on Saturday there and we've ordered the same style of items from another company with a less lead time and hopefully a better awareness of furniture quality requirements. We were assured that the furniture ordered from Harveys was not manufactured in the far east / China and on inspecting the furniture on show during the transition period to confirm the quality, on moving the console table, a label on the back quoted "Made in China" !!! ... Thankfully, today, full refund arrived. Could never recommend this company to anyone and could never trust them to delivery quality goods again.....
Postscript: Just found a piece of oak off one of the table legs while hoovering in the living room !!
My sofa took over 5 months to be delivered, then when it arrived it had the wrong footstool! Several dozen phone calls to customer services resulted in me being passed around numerous departments to eventually be told that it would take 2 weeks to deliver the correct footstool even though it was actually in the warehouse!!!!! I would never use Harvey's again or recommend them to anyone!
I hate, that I didn't do the research before I bought from these guys. I bought from them because they took over reid furniture in the same store and we had had such great experience with them!
Much the same as everyone else, here I am 9 weeks into my order that we were told would take 4 weeks to come in (we were apparently lucky because if you buy in brown its an expedited delivery) - still waiting.
3 phone calls
1. week 4.5 - sorry you must be mistaken, you were told 5 weeks
2. week 6 - sorry its not in the warehouse, I'll call them but they can take up to 2 days to respond, we'll phone you back (never phoned back).
3. Week 9 - sorry not in the warehouse yet, will get to the warehouse in 3 weeks from now.
so then I try Facebook stating: poor customer service (as above) when is my sofa coming. my post was deleted and I was told to send them a private message.
I'm just hoping the company is not going down the tubes because I paid for the sofas at point of sale!
Customer service is worst I have ever known. I ordered something 1/9/13 and heard nothing so called to be told delivery Thursday or nothing I work full time and gave them other suggestions I even offered to go to collect from ANY store to be told they can't as NONE of the stores / warehouses has room pls know this was a small table not a three piece suite
Had therefore no option but to cancel to be told refund would be at least 30 days !!!! The advisor also refused point blank to give me CEOs name. Absolute disgrace
I was somewhat dubious about buying a sofa from Harveys but as they had one that matched our two leather armchairs we decided to go for the 3 seater sofa. We were told that delivery would be 10-12 weeks and as we were in no hurry we agreed to this, later that week we were phoned to say that it would be delivered on the Saturday. Before ordering the sofa we explained that it would have to go up a narrow staircase as the sitting room is on the first floor-no problem we were told. The two lads who delivered the sofa tried but could not get it up the stairs so left it in the hall saying that if they took it back we would have to pay another delivery charge if we wanted to change it.
With steam coming out of our ears we stormed down to the shop where we'd bought it from, both of us spoiling for an argument. The manager was very nice and arranged for two of their best lads to come on Monday to try again.
On Monday the two chaps turned up-they could not get it up the stairs, they even got a ladder out to try to get it in through the first floor window- but no luck so they took it back to the shop (at least we could now move round the hall).
We went down to see what we could do. On looking round the store I noticed a reclining armchair that looked very similar to the two we already had, I asked if they had a sofa to match and it turned out that they had a 3 seater, a 2 seater and an armchair. This set was apparently an unwanted order and had to be sold as a set-the cost of this was not much more than we were paying for our 3 seater so we now have black leather furniture all over the house. This set arrived within a couple of days and looks super.
The moral of this story is -it is easier to get reclining furniture into your house than non-reclining as the backs come off.
Everyone we met was extremely helpful, friendly and polite.
We visited the store to look around and received excellent service. We weren't sure and after deciding the sofas we wanted, we decided to buy them online to save another trip to the shop. We were able to sign up for interest free credit online, which was quick and easy. The timescale quoted was 10 weeks and we could log in online to check the progress of our order at any time.
After 10 weeks I received a phone call to arrange delivery, this is the only complaint I would have, because they could only deliver on a set day with no flexibility and it was a one day window, which they explained would be shortened down to a 3 hour timeslot by text the day before. I think I had to pay about an additional £59 for delivery so I would have preferred more flexibility.
It arrived on the day stated and we were called half hour before the delivery drivers arrived. Two men put the sofas into the room and location of my choice.
I am delighted with the sofas, they are good quality, comfortable and well made. I am really pleased to finally have some snuggy sofas just like I wanted.
Me and my boyfriend ordered a corner unit and 2 seat 'cuddler' at the end of June. It was on a Sunday not long before the store was due to close but we'd measured up and knew what we wanted. We sat down in front of the computer with the sakes person, who I now know is the deputy store manager, and he was busy putting the order through, without even asking what colour we wanted. I noticed this and said 'have you put it through as chocolate?' To which he laughed and said 'good job you noticed'. We proceeded with the order and also noticed he had out out through the wrong style of cushions, my boyfriend asked and he assured us they were the correct ones. We weren't convinced so my boyfriend went to get the samples and showed him the ones we wanted, which were different to the ones showing on the order, but we were still assured they were the ones we wanted, however if there were any problems he would call me the next day.
Sure enough at 9.30 the next morning I received a call telling me I was right, they were incorrect and he would put the order right immediately and send out a new copy of the transaction, adding 'I bet you were waiting for this phone call!' Which I didn't find particularly amusing.
We were told our delivery would be in approximately 10 weeks, we had a phone call less than 7 weeks later telling us our sofas would be delivered on the Friday (this was a Wednesday) and we would get a text the following day to confirm a 3 hour delivery window. Good for the company they delivered so quickly, not so good for us as we hadn't got rid of our other sofas.
Luckily our lodger was off work that day so took the delivery, he text me at 11.59am (delivery time between 9-12) saying they'd just turned up but only with one sofa. I rang customer services straight away who tried to call the warehouse, couldn't get through, so said they would e-mail and get back to me but probably not now until Monday. Just before is returned home at 7pm I had a call from an mobile number saying it was the delivery driver. I asked about my other sofa, he said it was right at the back of the van, they'd only just found it when they got to Bristol as our other sofa was at the front of the van so they couldn't get everything else out to remove it. I asked if they could drop it off now, being 40 miles away in taunton, and told no. I asked if they delivered Saturdays, they said yes, I asked if it could be dropped off the next day, they said no as they're not in the area and I will have to ring to rearrange delivery.
After this call I walked into the house, and the corner unit that they had managed to get off the lorry was the wrong way round!! Fuming at this point I drove straight to the store, who rang the warehouse immediately to ask for delivery of the other sofa, which I did not want until the other one was sorted as it wouldn't fit in the room! Only after the 3rd time of interrupting the salespersons phone call did he say 'don't worry about it' and talked to me. He said he would get the manager who sold it to me the next day to call me and try and do something.
I got a call first thing and the call started with 'that's the sofa you ordered' to which I replied 'that's the sofa YOU ordered, not the one we asked for. After a lengthy phone call during which I was interrupted numerous times I was told he had no other choice but to deliver the 2 seater to clear the order, then he could change the corner unit. I then called the finance company to request no money be released until my order was correct, they said they could not guarantee this as when Harvey's contact them with a complete order they automatically release the money. So basically what they tried to do was force me to take delivery of the complete order so they could get their £1500 and I would be in dispute with the finance company, rather than Harvey's.
After a stressful weekend with numerous calls being made, I decided to return to the store and spoke to the manager who sold it to us in the first place, and told him I was not prepared to take delivery of the 2 seater until the corner was re-ordered correctly, if not they could collect the sofa I did have and cancel the whole order. I was told he would speak to the regional manager and call the next day.
I got a call the next day telling me that they would put the order back through correctly, and not deliver anything until it was all ready together, and that in the meantime I could use the sofa that had been delivered incorrectly....I will wait with baited breath to see what happens, as I won't believe it till it does. But with this much hassle already I will NOT EVER be ordering anything from this chain again! We even chose not to watch the panorama programme dedicated to Harvey's as it was aired a month after we'd ordered....maybe we should have so we would have realised, cancelled the order and never had to have gone through this ordeal!
Khan Ghazala found this review useful
Had 2 Claremount extending dining tables now, both had same fault being they were warped, driver said that every table he has delivered had the same problem. After 3 days we went to move the table and the veneer came off the edge (The edge that was supposed to be solid oak), we had 10 chairs (20 after 2nd delivery) and 18 out of 20 were not put together correctly, made of drift wood underneath, split wood and wobble when on flat ground. Now waiting for a refund, suppose will be waiting a while
Went in looking at dining room table today. They had a sale on 50% off. There was a table- was almost exactly what we wanted and on it was a leaflet which said the table was £199, this leaflet compared it to a table by a rival company (whose name I can't remember might have been Oak furniture land) saying that their's was £349. We then spoke to the assistant and we asked him to confirm the price of the table he said it was £349- we showed him the leaflet which there were multiple copies of on the table and he said 'I don't know what these, are they shouldn't be here' interesting reaction! He then said in quite a strange and suspicious way 'Come back tomorrow as our sale starts and it will be £349 for the chairs as well.' We didn't like the chairs and he said we couldn't swap them for others. Needless to say we won't be returning for their next sale which starts a day after the current one finishes. Eastbourne store
Firstly please whatever you do, never use harveys and don't presume you might be one of the ones where everything goes smooth because if it doesn't you're truly screwed. I don't know much about other furniture providers but do your research first because there can't be many as bad as these.
I had a new sofa delivered 4 months ago now only to find it had no feet. I called straight away and all seemed good. Some guy said yep logged that and they'll be with you in a couple of weeks.
About a month later i rang back to check where the feet are and a lady I spoke to said unfortunately it never got actioned as the person who I spoke to wasn't authorised to do so, so she actioned it...
A month later I called back and what a surprise the order hadnt gone through and I spoke to somebody else who actioned it.
One month later I called back to find that it had been actioned, they were just waiting for a 'stock code' for 4 small pieces of wood!? A week later I called back to find the stock code had been sent but it was the wrong one...
So three weeks later which is now 4 months I'm still waiting for some feet for a chair when you can even go in to a store and order a new couch and get it delievered in a month.
I truly have no idea how this diabolical organisation work or even exist.
They have never called me once to give me an update and I've had to make over 20 calls probably about 4 hours on a premium rate phone line trying to get 4 small feet for a couch.
I'm currently looking in to legal proceedings.
It is no coincidence that they're ranked number 776 out of 778 Furniture companies. I can't even believe how bad furniture village must be to be beneath them.
...and the fact they dont even respond on here or twitter etc tells you how much they really care.
It's also a sad state of affairs when you have to resort to posting rubbish on their facebook wall for all to see to actually get them to listen and call you back!
DO YOURSELF A FAVOUR, PLEASE DO NOT GET INVOLVED WITH HARVEYS NO MATTER WHAT THE DEAL.
If you order something from Harvey's, you'd better hope to god it's right, because you don't want the hell of returning it!
I bought a coffee table from the Llandudno store while away for the weekend only to find it was broken in the box when I returned home to Stockport. The damage was extensive and clearly hadnt been adequately checked before packaging. I called the Stockport store to ask if they had stock. Yes. Can I swap it? No. "We do our finances separately sir". I don't care how you manage your balance sheet you're one business!
The compromise was to arrange delivery and collection of the broken unit. Can I have a Saturday delivery? No. So what's my alternative? Drive 80 miles back to Wales.
I happen to work. This is hugely inconvenient to Harvey's as they expect you to a) be sat at home all week, and b) have limitless fuel and time to drive cross-country for the purposes of their 'cost centre' analysis. Sadly I don't consider waiting for a courier to be a good use of my annual leave allowance.
So what now? Take a days holiday to accommodate their disgustingly shoddy, inflexible procedures or wait 6 weeks until I'm back in Llandudno.
I will NEVER purchase from Harvey's again, and it has become my duty to that ensure everybody I know doesn't make that error either.
Michael Almond found this review useful
Harvey's had on a sale a few years ago, we visited them, ordered a sofa and got a delivery date. The day prior to delivery we confirmed everything was OK for the following day and the store confirmed it to be the case. I therefore took the old sofa to the tip and awaited delivery. No delivery came, so I contacted the store and was advised that my sofa had not arrived in the shipment. I pointed out that everything was green-lit the previous day. They said they could not help it and offered no solution as delivery would now be many weeks away, but advised that if I complained to head office, it would just result in an e-mail to their branch, which they would not act upon. I phoned head office, who sent an e-mail to the local shop, who ignored it. I made a complete nuisance of myself on the phone all day and eventually got the offer of refund, which I grabbed with both hands. That night I went to Ikea and explained my situation. They pulled out a really good sofa for £100 less than the Harvey's one, which also appeared to be of better quality. The delivery company delivered it that night because of the situation that Harvey's had put me into. I cannot say how good or bad Harvey's furniture is, but I hope for their customer's sake, that it is far better than their customer services. I have not stepped foot into their store since and never intend to in the future.
I spent £2000 in Harveys when I moved into my first home 2 years ago. After 3 months we got the furniture delivered (2 sofa's and a dining table and chairs). I specifically asked the salesman about cover for pet damage when I bought them, as my mum had bought furniture from DFS and was really glad she got this cover when the cat used the sofa as a scratching post!
The salesman told us that pet damage was included so we paid an extra £300+ for insurance on everything.
My cats of course scratched a few of the dining chairs quite badly once so I went looking for the insurance paperwork to discover I didn't have any. I phoned Harveys who referred me to Guardsman, their insurance company who told me that I couldn't claim because my cats were "unattended" at the time of the incident! I am supposed to keep cats on a leash!
I complained to Harveys asking for a refund for a policy that was useless to me and all they could say was it was my responsibility to check the terms and I had 14 days to cancel after taking out the policy. I told them I had never received any paperwork regarding the insurance so how could I know, and 4 months later, I finally got a response which was almost identical wording! Again it was my responsibility bla bla bla, they even then had the cheek to say that due to the delay in response from me that they now consider the matter closed! It took me about 6 weeks to respond, but it was christmas and I was heavily pregnant and still working full time! Surely it doesn't matter how long it took me to respond, the fact is they should at least attempt to look into it, but they just want to take every penny. I am now left with dining chairs that are a mess, I'm out £300 and to top it off I've just had a letter telling me my policy has expired after less than 2 years, when I bought cover for 5! So now I have to start over again trying to claim because now one of the sofa's has started to recline all by itself as it doesn't click into place, I can't wait to hear the response for this. Just wait until it smacks my daughter in the face Harveys, then you'll know what's hit you!
Ordered a set of recliners through Harvey's website. Delivery was expected in about 12 weeks but that seems fairly average for sofas. When it came close to 12 weeks we contacted Harvey's and they gave a possible date but said they'd call to confirm which they did. Sofas arrived with no problem and exactly on time, delivery drivers were helpful and before we knew it our sofas were in and put together.
AS FAR AS I KNOW MOST SOFAS COME FROM THE FAR EAST.
PROBLEMS START IF THE SOFA BECOMES FAULTY WHICH WILL HAPPEN AT SOME EARLY STAGE OF ITS LIFE.
CUSTOMER SERVICE NON EXISTENCE, IN THE END HAD TO FIND CUSTOMER SERVICE DIRECTORS EMAIL TO GET ANYTHING DONE.
THIS IS THE ONLY OPTION I HAD OF RESOLVING MY ISSUES BUT EVEN THAT TOOK A VERY LONG TIME..
DID NOT PAY WITH CREDIT CARD, BUT IF YOU DO CAN CLAIM BACK THROUGH THEM FOR FAULTY GOODS.
RATING I WOULD GIVE THEM -5 STARS BUT NOT AVAILABLE ON HERE.
We bought a suite on 3 rd March this year. One of the cushions had the zip on the wrong way so was not zipped up by the van drivers who delivered and assembled suite. We were not here ourselves for delivery so phoned Harvey's first thing the following morning. They arranged for a technician from Doncaster to come out to assess. this technician suggested we stitch the cushion which I refused to do with a new suite. That was mid April when he took about s dozen photos and agreed I could have a new cushion. Surprisingly I have not heard and when phoning being put on hold for up to half an hour at a time. I went yo the Aberdeen store at the weekend as that was the store the suite was purchased from and they could not help me st all. I can't believe it takes this length of time to make a cushion and an not at all surprised when you phone them the first option is for complaints.
So having gone through hell trying to get a replacement sofa from Harveys that isn't a complete pile of rubbish, we finally got a refund in writing after many, many expensive phone calls (you have been warned).
Now Harveys phones up saying that they have a new sofa for us! We said that Harveys have given us a full refund, so we don't have any order or need for the sofa. Harveys now say they are going to charge us cos they have to return the sofa to the "wholesalers". How bad is that! Even after you agree and get a full refund, they still annoy you!
I'm waiting for them to try and deliver the sofa to the house after we've got all the money back. Should I keep the sofa and sell it on eBay? Harveys are so disorganised, I bet their system doesn't even register it.
What a complete shambles - you're a fool if you order from these people.
Fuming is an understatement!!!! I bought a sofa from Harveys that took 4 months to be delivered. A couple of weeks after recieving the sofa the leather started to stretch, I left it a few week to see if it would get worse as I knew some stretching was normal. Well 8 weeks had passed and it had got worse so I phoned them and a Technician came out, he said it was general wear and tear, what after 8 weeks!!!! I was then told by Harveys to get an independant report which I did at a cost to me of £65. The report from this guy said my sofa was in a bad state and needed re foaming on the seat cushions and the back, great I thought, I emailed the report to Harveys. 5 days later and no responce so I phoned them, 20 mins on hold, I then get told that I have got to have another Technician out to verifiy our independant report, at this point I lost my temper and asked if she was taking the "P" , standard procedure apparently! so we will see what this new guy says and if he don't agree with my independant report then nothing I can do...... we will see, I will picket out side every Harveys store and tell people not to buy anything and I will shove my rather large sofa up the Technicians backside!!!!!!
After shopping around various furniture stores to kit out my living room I found myself in Harveys, here I found the store level service great, they were friendly and helpful so I ordered my furniture from them as they also had a sale on.
Unfortunately that's where the good service ended, after having to wait 3 months for my sofa to be delivered, I received a call on the day of delivery telling me they didn't have my sofa at the warehouse so it had to be cancelled! Apparently they didn't know where my goods were!! After a week and a half of still not hearing from them I went to the store, again thr store staff were courteous and helpful so no faults there as they sorted my delivery time out.
Finally my sofa arrives and is set up only for me to find one of the arms loose! I tried to ring customer service 3 times, each time I was on hold for at least 10 minutes. Eventually got through to someone only to be cut off after being put on hold (again). Had to ring them once more and yet again got stuck on hold for 15 mins. Now I'm waiting for a technician to come and sort my sofa. Lets see what happens now!!
I ordered 2x 3-seater Samara sofas on the 26th or 27th December. I accepted that there would be a delay from their usual 6-week delivery timeframe and the 10-week wait that they indicated on their web site was more than I'd have liked but as they were cheap I went for it anyway. This is such a schoolboy error on my part.
The company didn't call me, and still haven't called me ever in fact, and I had to chase them after 12 weeks, then 14 weeks, then 16 weeks.
I phoned them two weeks ago and some guy who couldn't speak clear English to save his life told me that they'd arrange a discount when they arrived. I asked if that was 'arrived with me' or 'arrived with them', he said that they needed to be delivered then they'd arrange a discount. I said I didn't want them and I wouldn't accept them UNTIL we'd arranged a discount. We argued the point then he accepted. I asked him to repeat it to me for clarification and - of course - he told me that they'd negotiate when the items arrived with me. It took a further TWO TIMES of me telling him what to say for him to repeat it verbatim.
I phoned twice since then and was told nothing new. Then when I finally called someone said:-
"They'll be with you on the 22nd April"
"No they won't"
"What do you mean?"
"I'm not accepting them"
"Well, a number of reasons that mostly relate to the fact that Harveys is awful and I absolutely regret having purchased them from you, coupled with the fact that nobody has EVER called when when I requested it"
"Ok, I'll put you through to customer services"
I was offered a 10% reduction, which I laughed at, then 20%, which I laughed harder at. I was then asked to e-mail firstname.lastname@example.org to tell them I'd like to cancel.
I did that on Monday last week and said "If you get back to me within 5 working days I'll consider accepting these sofas however only if you discount them by 50%".
As expected I've received nothing. I literally can't believe how bad this company is. No wonder the Harveys store where I live (WSM) has closed down.
Please, under no circumstances should your life be so bad that you feel you have to buy from a company like this. There are better things to do with your time.
I think my dog's ears need a bit of a cleaning;This would be a far more productive thing to do with your time than waste it with Harveys.
Well...as a lot of you I wish I had gone elsewhere! However at the time we desperately needed a new dining room set and wanted a modern black glass one. On the Harveys site we saw just the one we were looking for, and at half-price, so ordered it. It arrived approx: 8 weeks later (which I expected) and I had emailed a couple times during that time to check the status of the delivery as there was no update on the tracking. Also as after I had ordered I came across the hundreds of bad reviews on Harveys, so this left me feeling somewhat apprehensive as to, 1: Would I ever see my dining set? 2: Would it arrive unscathed? However I had a couple emails back, days later, but better late than never I guess, and then a phone-call saying it would be delivered the next Saturday (which it was). The two delivery men were very accommodating and polite, always refreshing - and worth mentioning, as many aren't. I unpacked it, assembled the chairs, and waited for my partner to arrive home so he could help me with the table. Once assembled it was lovely, but..........on one side of one of the chairs there were two pre-drilled holes. At first I thought I had missed something, yet could not see how anything should, or would screw in to these holes...they also still had some metal partially covering them, which I had to pick off. These holes were obviously accidentally drilled due to a manufacturing error, and serve no purpose - they just look ugly. Another slight annoyance is that on assembling the table we noticed there is a small area where the black finish has come off - to one side of the table top...but it is small (about 6mm) and aligned with the table seam, so not too noticeable...but still, not acceptable. We have had to turn the table around the other way, so it is facing inwards, hence we cannot see it . This is a bit annoying as I say, but we can live with it - just! Plus we really couldn't be bothered to have this sent back (after already having waited 8 weeks for the set) because of it.
Anyway I decided I would email Harveys and point out these two flaws. I had an email back apologising and saying I had two options...1: I could have a complete new set sent, or 2: I could have 25% of the price back. I chose to have the 25% back as I could really not be doing with waiting another 8 weeks, disassembling this one, and reassembling another set. I was told the cheque would be sent out and be with me within 7 working days. After 8 days I emailed them to let them know I had not received the cheque..I had a reply back saying they were sorry for the delay and it would be 3-5 working days from then (What?...ok!) Anyway it has now been 16 days and...no cheque! I have emailed again and .... this time with a somewhat frustrated tone and said..." I cannot believe it takes so long to print and pop a cheque in the post!". Well.....what a surprise.....no reply! I have to say this company seriously lacks in customer care and also the quality of their furniture. I will NEVER buy from Harveys again. I wish I had looked elsewhere, I will be in the future! Also my parents ordered a sofa and a reclining arm-chair, and after 2 years the arm-chair seat and one arm collapsed and so it was taken to the dump! This was a very expensive suite! I thought their bad experience was a one-off, if only I had known, plus read these reviews here first!
Worth mentioning: I think the only reason they were slightly courteous at the beginning (before I received the dining set) was because I sent them the link to 'Trustpilot' so they could read the reviews on them. I did this as to explain my emailing them with my concerns about delivery. Now they have my money and the goods are with me, they obviously feel no need to bother with me. THEY NEVER ANSWER THEIR PHONE EITHER! I have tried ringing 3 days in a row and all I get is the same mundane, irritating voice.... "We apologise for the delay, your call is important to us (yea right!) and will be answered as soon as one of our advisers becomes available". I have been on the phone for 20 minutes each time, before hanging up before I spit fire! Pfffffttt!!!!!!!!! I am STILL WAITING FOR MY CHEQUE! Has this company been on Watchdog? If not, they should be!
I finally got through after another trying morning on the phone, and spoke to the most dumbest woman ever, who told me they have been waiting for my email response as the cheque couldn't be made out in my name without my partners permission....well *******LIES******* as I emailed them back the same day saying "It is fine to have the cheque made out to him". While on the phone to this muppet, I checked my sent emails and verified this, she had no answer (surprise-surprise). She then asks if she can put me on hold while she issues the cheque (I said "As long as I am not on hold for long!")... it was 3 minutes. She comes back to the phone and says, "It is fine, can I put you on hold for another moment though, while I send the cheque verification email?". FFS!!!!!! After another 3 minutes on hold, she comes back and says it is all done and will be with me in, wait for it.................21 days! Now, (seething more and more by now) I say, "21 days?". Her response (in a very dull, drippy way) was..."Yeaaa". I ask how on earth it can take 21 days to print and send a cheque, when I was first told it would take 5 days! When asking her questions: I lost count of how many times she replied "I'm afraid I can't answer that"....can she answer anything????? Has her frontal lobe been removed?
This company is just the absolute shit of shits! Fob-off, after fob-off, after fob-offf! I have no faith I will ever see this cheque!
THEY ARE BAD NEWS , DO NOT VISIT OR BUY FROM THEM THEY ARE BAD NEWS
DELIVERY NOT ON TIME
DAMAGED LEATHER SOFA
BLOCKED MY BEDROOM , I DID CALLED OVER 6 WEEKS NO REPLY .
I DID RECORD ALL CALLS FOR ME , TO AVOID ANY COMPLECTED .
THEY HANG UP ON ME SO MANY TIME .
NO ONE CAN WIN THE COMPETITION , WITH HARVEY , I BAGGING YOU ALL
DO NOT BUY OR VISIT ANY OF HARVEY STORES AVOID AVOID AVOID THEM
NO STAR AT ALL , VERY RUDE NO MANNERS , HARD TO HARD TO PROF YOUR RIGHT.
BUT THE OFFICE OF FAIR TRADING WILL DO NOW
I was told the technician coming today at 10 am , nothing at all so , I did called they keep me on line over 1 hour and 20 min.
guess what they don't have any record for any technician coming to my address , so I give them the order number , they don't have any thing to do even with the order , The sofa is damage waiting for over 9 weeks. can any one advice me what to do ?
I did speak to the store manger Mr Peter Francis as he wouldn't answer why the technician not come at 10 am ... end of the call he hangup on me again.
The government should get involve its our money we work hard , and the got it so easy in there bank account.
I have recently seen some of the recent poor reviews and TV attention regarding sofas sold by Harveys Furniture and their poor customer service response.
I would just like to say I purchased a leather three piece suite from them about 8 YEARS ago and the settee frame collapsed within a few weeks. I had the same ordeal then, as people are apparently still undergoing now, in getting the matter resolved. As a result I have not and will never purchase anything else from them.
Ordered sofa last October fully explained how I wanted it, was delivered in January and did not fit right in living room as it was the wrong way round when I phoned I was told it was my fault as it was right hand facing not right hand when sitting on it if I paid another £500 plus collection and delivery they would change the two bits affected, was very angry but decided to keep it and ordered a corner piece online on 21st Jan phoned the next day to check timescales and was told 12wks which was last week called last week was told it was 14wks so due Monday 29th April. Just received a phone call to say it will not be in there warehouse now till 26th May!!! 18wks after ordering and paying for it said I wanted to make a complaint was put on hold then told I could cancel or wait and get my delivery charge refunded not good enough!!!!
Sofa was supposed to be delivered last friday. Got confirmation, including a text the night before - had to take a day off work to be in for delivery. 10 past 9 friday morning I got a call saying it wasn't going to be delivered. I complained but was told there was nothing that could be done and was told the next delivery day was Easter saturday. We were going away on Easter Friday, but on ringing Customer services (?!) was given an absolute guaranttee that the sofa could be delivered saturday AM. Tonight I got a text saying that it's not going to be delivered until the PM - So I've missed another 1/2 day of my holiday. I'll phone and complain in the morning - I wonder what their response will be...? Wish I had looked at all their similar, dreadful reviews and I wouldn't have bought from them. Never agian and I'll be telling everyone I know of my experience.
my sister choose a cornersofa in jan and paid in full.2wks ago she got a text saying saying her sofa will be delivered on 16th friday betwwen 11-2.00pm.she then gets a phonecall from the deliver man he says that it now will be deliverd between 4-6 pm bearing mind my sister had a day off work ,no settee to sit since wednesdayhy says that he didnt get the message until late to deliver and ther were behind 2hrs.she waited until 7.00pm and rang the shop we she paid for it which is the castle marina Name and SHAME ..THEM..to find out were her settee that she has paid in full since january ,he replys there is no manager today its his day off he promised he would ring her back guess what no phone call .Saturday after she finshed work still no settee she went to the branch to find out what was going on ,They rescedulded to deliver on sunday to find again no sofa no phonecall explaining why ,so off she goes again to the store to find out ,all the manager said tthat it was a sunday and there was nothing they could do ,but not to worry they can give her a sofa to lend whilst they track this one down, how can they give a tempoary sofa to sit on when they carnt even deliver the one she has paid for .Never have heard something so ridclulious in my life .people be warned when you buy at harveys there is no communcation with the delivery men because they are agency workers harveys at castlemarina must work on comminsion because the way they convince you about there good service ,once you have made that payment they are useless abrupt and dont care .
I ordered a table and chairs set and a coffee table from you on Boxing Day 2012. I received my DAMAGED goods on 5th March after constant phone calls on my behalf which I had to make during my own work hours.
Here is a list of issues that I have had from a single order:
· A phone call made Harveys to inform me that my goods were to be dispatched shortly – they did not come
· Refusal to release my goods due to an administration error on the invoice
· Refusal to accept administration error by the Coventry branch – that is until my insurance company called up and threatened to cancel the mandate. This particular issue required about five phone calls to the Coventry branch and customer service team.
· A blasé attitude from the Coventry branch in relation to the error above
· They would not deliver the goods to me before a planned dinner party (this was planned about two weeks after their initial phone call) therefore my personal plans had to be cancelled.
· After I agreed that the goods could be delivered on the 28th, I had a phone call from the Manager of the Coventry who thought the fact that his driver was in Wales and could not deliver my goods even though it had been booked was a humorous situation in which he laughed about a number of times on the telephone.
· When the delivery driver finally delivered the items on 5th March the Coventry store forgot to include the coffee table. The delivery driver argued with my partner over the missing item even though it was plain to see that it was missing as he had the invoice in front of him.
· And now that I finally have the items I fought tooth and nail for I had to report that the items were faulty, the table frame is noticeably scratched and the chairs are wobbly.
I do not understand how the manager can be content with the service he has provided. His attitude towards my upset was shocking, he laughed away the problems as if they meant nothing. As you can understand, I was very angry when the goods were delivered and items were missing, I could not comprehend how the Coventry store had failed at every single step. I called the store and asked to speak to Kevin, when I was asked why I used the phrased ‘I’m f***d off with your store’. Now, yes I can admit that this was not the most eloquent use of the English language however the swear word was not directed personally at the assistant and born from the constant problems. Kevin found it necessary to concentrate more on this word then the problem in hand and told me that it was illegal to use words like that on the phone. Unfortunately for the manager I have worked in customer service industry for over ten years and I am well aware that it is NOT illegal and I suspect this was his way of taking the focus away from his failures as a manager.
I would like to add at this point that I have received fantastic customer service from the telephone team and cannot fault their understanding and empathetic manner when dealing with this issue. Unfortunately the store manager ruined all of the hard work that the service team provided with his shoddy, unprofessional and rather silly manner.
I am currently awaiting a reply to my written complaint
In October I was looking at the senator corner suite which was in the sale at £1400.00 I really liked the sofa and was ready to purchase. The salesman informed me that I had missed the deadline by a day for Christmas delivery and that It would be the new year before delivery, at the time it occurred to me that I might be better off waiting until after christmas as it might be cheaper in the sale.
I expressed this concern to the salesman who reassured me that it would not be in any cheaper in the sale and that if it was the store would honour the lower price. i asked for proof of this promise and he wrote this on my invoice, happy that i would be purchasing the suite at the lowest price I went ahead and ordered and paid a deposit of £150.00 Christmas came and so did the Harvey's sale, advertised on tv over the holidays was the Harvey's Boxing Day 8 day sale with my future sofa being advertised @£999.00 making it £400.00 cheaper.
I went into the store on the 27th Dec to remind the salesman of his promise to honour the sale price and I was amazed when he said that the £999 was on Boxing Day only and that the sale price was actually £1346.00 and if I had gone into the store on Boxing Day then I could have had the suite for £999.00 . (he never mentioned in October that I would have to go into the store to claim my sale price) I told him that I had the advertisement on a recording and would listen to it again. Angry and dissatisfied I left the store.
I watched the advertisement again and they did say with some special offers only on Boxing Day but I feel that this was not clear when the picture of the senator suite was shown as it had Haveys 8 day sale written on the screen at the same time as the picture.
Fearing that if I didn't go back into the store before the end of the 8 day sale they would not let me have the sofa at the sale price of £1346.00 I went in on New Year's Eve. I can only describe the manager as rude when he wrote on my receipt the amount as he sneered you will only get it £50.00 cheaper.
On New Year's Eve Harveys were again advertising a one day only sale with the sofa @£999.00 I thought this time I will make sure that I go to the store on the day of the sale.
I felt really scared to go into the store once again given the aggressive way I was treated the day before and so I asked my friend to accompany me. There are three people who work in the Wakefield store -the manager, the salesman who promised me the sale price and a woman who usually sits at the desk.
The woman and the manager were at the desk. I started to explain why I had come in and I can only say she was extremely abusive and aggressive she spoke over the top of me before i had a chance to talk saying in avery abrupt loud voice that the sale price for the suite was the same as yesterday and that todays price was an offer and not a sale. She got up and walked away as she was saying this.
I then started to ask the manager who said exactly the same.
I asked if I could transfer my deposit of £150.00 to another suite? He said no. When I pointed out that I could by the senator suite at another store and still be better off he replied that I could do that at the Wakefield store.
I asked him to cancel my order and left the store feeling very angry.
At the very least I feel that I should have my deposit refunded as Harvey's have broken their promise to honour the January sale price of the sofa.
I WENT TO MY HAYES BRANCH, to buy new sofas.
i was impressed with the oberon range.
so i went ahead and purchased 2 pieces of three seater sofa and 2 pieces of 2 seater sofa.
after one day i realised the sofas sunk in and actually caused pain in my back and legs. it feels as my back is touching the middle of sofa,
i contacted harveys and they are useless,they told me they are sending out ecomaster to inspect furniture and then make a decision.
also one of the leg raises is already making noises. there is a defect in these sofas
i told them after delivery of one of the sofas, not to send the rest of order and let me choose another range, they refused. that would have resolved the problem.
bad service, left with £2400 of useless sofas. do NOT BUY FROM HARVEYS.
ORDER NUMBER: BRO0399-83992843 AND BR0399-83992820
I WISH I HAD ORDERED BY INTERNET AND I COULD HAVE RETURNED WHOLE SET BUT BECAUSE OF INSTORE SALE I AM STUCK. BASICALLY ALL CUSTOMERS WHO WISH TO BUY FROM HARVEYS, GO INSTORE, TRY ITEM OUT , BUT DO NOT PURCHASE INSTORE AS THERE IS NO PROTECTION, PURCHASE THE SAME ITEM ONLINE, AND YOU ARE PROTECTED BY LONG DISTANCE SELLING ACT, WHEREBY YOU CAN RETURN ITEM IN SEVEN DAYS FOR A FULL REFUND.
in feb 2013, i recieved a full refund. the customer service number was totally useless, and Bradley (customer service manager) needs to go on training course on how to deal effectively with complaints. he accused me of not telling them earlier enough, but he was wrong, i informed them within a day, and i still had email.
the store manager at hayes store, his name was sharafat, was very helpful and gave me a lot of options, in the end i opted for full refund. luckily this guy knows how to talk and deal with customers, fast and efficient. they should promote him to area manager, thats how good he was.
the lady who sold me the sofas, Kuldeep (kuldip) also tried to be helpful but thats probably because she was losing her commission.
to all others, i advise you to pay by credit card, because if harveys do not take back faulty goods, etc, then you can open a dispute with your credit card.
and never go instore and buy the goods, always have a look at the goods in store, and whatever you like, make sure you order online, so that you are protected by distance selling act. No matter what, you can return items in seven days for full refund.
Miriam Brown found this review useful
This is seriously the worst company I have ever had the misfortune to deal with! I bought a sofa which turned up late and the leather was stained. Harvey's sent an engineer who failed to turn up to fix it! They replaced the suite and within 2 weeks the foam in the seats started to collapse. 4 engineers later they still can't fix the sofas and have offered me another yet one. The customer service manager has been most unhelpful and is obstructive to the point of rudeness. They point blank refuse to refund despite the goods not being fit for purpose under the sale of goods act 1979, and would rather I kept a sofa I literally cannot sit in!
Buyer beware, they are happy to take your money but won't deal with you if there is a problem
Miriam Brown found this review useful
The magic lift table was delivered faulty and remained flat in my house for weeks. Still no refund for table or £59 delivery charge. Customer service telephone number and email team refer you to each other without resolving the problem, letter to MD & CEO not answered and they refuse to post negative reviews on their website. There seems to be an organisational culture of ignoring faults with their products and treating customers with contempt. I will not be using this company again.
Miriam Brown found this review useful
We ordered a 3 seater sofa, a two seater sofabed and a leather care kit. The estimated delivery time was 10-12 weeks which in itself is a long time to wait but seems to be the norm for leather sofas. fourteen weeks passed without any contact before I contacted them via the online form on their website. Another week passed with no contact before I called the customer services to be told the sofas would arrive in the harveys warehouse in a week and I would be contacted to arrange delivery. Another week and a half passed before the call came and another week and a bit passed before the delivery. In the end 16 weeks had passed before we had our sofas. The nail in the harveys coffin is that they didn't deliver our leather care kit! and having tried to contact them have heard nothing for two weeks. It is a shame because the product is good but the customer service was awful at best non-existant at worst
Miriam Brown found this review useful
Ordered a settee, wouldn't fit through the lounge door because the hallway stopped it tipping back far enough to get in.
The delivery man told me that this particular range was returned to the warehouse more than any other as it would not fit through most modern internal doors.
Despite this they refuse a refund, say it is my fault for not ensuring it would fit in before I ordered it.
Every other suite we have bought, and we are pensioners who have had a lot of furniture delivered in our lives, has been able to fit but we were supposed to be our own experts on judging angles and degrees pertaining to their particular furniture. Even the highly experienced delivery man didn't know until he had tried, but we were supposed to.
Avoid like the plague. Fine furniture, decent prices but if something goes wrong, forget it, they aren't interested and they will try and keep your money no matter what.
Miriam Brown found this review useful
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