Just recieved my bespoke bedroom furniture, and although i had to wait a while for my delivery it was well worth the wait. I love it, its beautiful...
Really friendly service I will definately be recommending homesdirect to family and friends.
I bought a rococo bedroom set for my daughter and son in law, the delivery was slightly delayed but the staff kept me up to date through out and I am over the moon with the quality of the products. The delivery men were very friendly and helpfull, I paid extra to have the bed and wardrobe assembled and glad I did so everything was ready for my daughter coming home from honeymoon. Excellent will defiantly keep in mind to future purchases.
Reading past reviews I had my doubts but a friend once said people only write bad reviews!!! Anyway I wanted a full bedroom re-designing and decided to go with Homesdirect 365, yes I waited nearly 10 weeks but its hand carved and designed in great detail. Plus in their defense they do tell you this and also it spends 4 weeks or something at sea, so why moan if you want quality surely its worth the wait. My Partner loves our new bedroom furniture and said she feels special when she's in the room. The customer service staff to me personally where first class and I have re-ordered and would do again, The delivery team kept me informed regarding timings due to my busy work schedule and arrived within a 10 min timeframe of when i said i could be there!! If this is bad service well i beg to differ, I have many top companies supply my home and this to me has been the best of the bunch, so thank you again homesdirect and do not change your ways because to me its been first class. I believe many people are impossible to keep happy and you will no doubt receive more bad reviews but like I said if happy customers always sent in reviews I am 100% certain your turnover would treble because the full experience to me as been First class. Thank you again You make my Partner so happy and this is no easy task!!!!
I ordered the furniture in early January. After a lot of emails and calls informing me of delays, I have received most of the furniture today but I am still missing an item that will not arrive until mid June! 6 months to get the furniture is just ridiculous!
On top of that, there was no flexibility with delivery dates. I was given a date and that was the only date that the drivers were in my area. The delivery "slot" was also ridiculous (between 8am and 8pm). They turned up at 5pm so what a waste of a day waiting for them!
The items were ok but I can't say they were amazing and definitely not worth waiting 6 months for them. I would never use them again.
I purchased a mirrored console table from Homes Direct and found their customer service team to be helpful and efficient. The console was delivered on the day they said and it is an excellent product. It was a present and the recipient was equally delighted with the table.
Frances Thomas, Rugby
I received the victoria antique bed, bedside and drawer chest 2 days ago, they are exactely the same as described, no I should say even better than the pictures. Elegant and tasteful! My friens and family also like them very much, many friends ask me where I got those furnitures, haha...
I have ordered many large items of furniture from this company over the past 18 months and have been very happy with the products. There have been delays with individual items within my order, but they have been delivered eventually. This is because the furniture I ordered is hand-made and comes from overseas.
I love the products so much I am prepared to overlook the delays and will continue to use this company.
The staff are always pleasant and informative with good product knowledge and advice.
i spent and paid upfront nearly £3500 on a bedroom collection and placed my order in May 2012. i was advised it would take 8 -12 weeks for delivery. the pieces arrived in drips and drabs over the next few months with no reason for the delay. (including a faulty piece even though they advertise that every piece is double checked before delivery) Come September 2012 the last few pieces arrived minus the bed. i was advised further delays until Dec 2012. at this point my patience grew short and i contacted consumer rights and citizen advice. unfortunately i was advised that all i was entitled to was a refund. as i had already accepted and used the other pieces of furniture i had no choice but to wait for delivery. no one wants a bedroom collection without a bed!! i issued Homesdirect 365 with a time of the essence letter but they still refused to give me a confirmed delivery date. you can guess what i was told in Dec and again Jan. im just waiting now for the Feb estimate to come and go.
if you want any items in a reasonable time i was not use this company!!
Good product, disastrous service and business.
Ordered April 2012, told afterwards it would not be in stock until June. June came, told it would be July. July came, told it would be August. Had to chase them every few weeks for update. Finally arrived in September - was faulty and needed replacing (give me strength). Told this would be November, obviously November came and went, then told December. Finally I'm told it arrives at their store in January. Took delivery of it today, 1st February 2013 - 9 months after I ordered it.
Sort your business model out, your product is good but the way you source and deliver it is a complete disaster which ultimately the customer ends up paying the price for.
1 star added for the delivery men who were the nicest and most helpful I've ever come across.
I have a worse than ever experience to deal with customer service in homesdirect365. I order a full set of bedroom furniture in March 2012 and promise delivery time is May 2012. Then I was informed by this company that delivery is delayed because of 'SEA CONDITION OF SUMMER TIME'. Expected delivery time is in June.
I wait till mid June and then we received a call to inform us delay to end of Sep. Then at mid of Sep, not surprise at all, another call told us delay to end of Nov. I always ask for a certain delivery time, no one can make sure of that. finally, we have to cancel this order and get our furniture in somewhere else.
Lets back to customer service. I was speaking to two people in customer service group: [Name] and [Name], most time is [Name]. I am really not sure if be proper trained to deal with customer. My feeling is they are very rude, aggressive and never think about a way to solve problem. All they saying is: a) 'you have to accept this'; b) 'How can I know'; c) 'It will not help you if you keep talking to me'. We paid these furniture in May and can not get in Oct /Nov. Customer service people do not help to explain what really happened and keep kick us out of conversation. After sleeping 4 month on floor, we have to cancel our order. They are not gave any sort of compensation for this delay.
The worst thing is I do not have any chance to speak to his manager or issue any complain, maybe he is the manager!
My dealings with this company beggar belief. I ordered and spent well over £1,000 with them. I received 2 bedside cabinets, 1 stool and 1 tallboy from the rococo range, the dressing table was on back order. I needed these items and spent lots of time to customers services to help and they eventually told me the dressing table could not be delivered till January, I said then if that's the case, you can pick all the items up! Suddenly they found me one and arranged delivery about a week later. Then the problems began, the driver broke the dressing table and when I got a neighbour to help me re-position it after they left, well yes you're right the legs fell off, I had stressed to the driver 'are you not going to screw those legs in? are you not going to use wood glue? he replied no to both. I rang the office to tell them of my dismay and was assured that they would send a proffessional furniture person to fix it the very next week ah! you think that is the end of the story well you are wrong! the proffessional furniture person was no other than the driver who broke it, I refused to let him in and his buddy delivery man came in to see if he could repair it, but alas they had no screws with them! I asked for a refund and constantly phoned them to arrange a pick up day, they came up with the end of Oct I wasn't happy because I needed a refund to buy something else and they made efforts to pick it up today 10/10/2010, I was assured by all the staff that this particular driver who had damaged the dressing table and turned up to fix it that he wouldn't be calling. At around 16.27pm I had the phone call to say 'I will be there in 1/2 hour or so' he said his name was Barry and I said I will see you soon, and yes guess who turned up!!!!!! it beggards belief that they could send the same driver/delivery man again!!!! THEY ALL LIED TO ME, do not trust this company, they don't know what they are doing...I have just sent another complaint into sales, do they care, no they don't ! here is it copied and pasted
Further to my conversations with Lorraine (as Michael was off this particular day) with regard to picking up the
damaged furniture, she assured me that Shaun/Sean would not pick it up today,
AND TO MY HORROR HE'S JUST TURNED UP FOR THE COLLECTION - how embarrassing that was
as on the mobile 1/2 an hour ago, he said his name was Barry which I typed on a letter for his
signature! which he denied when he knocked at the door to say I was shocked was an understatement. If I'd have
known it was him turning up do you think I would have allowed him in? I asked if he had another driver/helper with him
and he replied no,
He wasn't very happy and neither was I, I feel totally let down by your
company all the way along, even after he damaged the furniture, you had promised
on 3 occasions he would not call again, you all lied to me, if I'd have know it was
him I would have had somebody with me for support, this made me feel so uncomfortable,
how insensitive of your departments to authorise this and allow this to happen when I categorically
asked for someone else, if no-one else was not available today the least you could have done was have
the curtsey to let me know beforehand, you have totally disrespected me in this matter.
I would never recommend this company to anyone, they have totally disregarded and disrespected me as a customer. My flabber is gasted - Amelya Glynn Manchester
Called to order a few different bits of furniture - one piece from a different range which looked a similar colour on the website. The guy on the phone kindly advised me that they were in fact misleading pictures as the colours were quite significantly different and that if I wanted them all to match not to order. Very good advice especially considering he just turned down £400 to ensure I didn't order something that I would be disappointed with.
I was told I would be contacted within 7 days from the transport company but after 14 days I contacted them (a bit annoyed). However, they organised my delivery straight away and there was no problems. The delivery guy was very nice and brought the pieces right into where I wanted them.
All in all a fairly good experience.
I ordered a dressing table in May - I knew it wasn't in stock but I was expecting delivery a few weeks later.
Following that - every few weeks I'd receive an email which said, "Please ring the office for an update on your order". I'd ring up to then be advised of a further delay to the order. I'm not sure why they couldn't just email this information rather than making me waste more time by calling them.
The last update I had was that it would be delivered mid-August. It's now the 22nd August and I hadn't heard from them for a few weeks I so chased for an update to be told it would be another 2 weeks until their supplier received it.
I asked for a refund of the delivery charge given the unexpected delays but was told "As the order is still under the 16 weeks we would not be able to offer a G.O.G.W "
(A google search tells me a G.O.G.W. is gesture of goodwill)
I'd had enough at this point so requested a refund. I was told I had to call the office for this - when I asked them to just accept my email cancellation I was told, "Due to Data Protection, a cancellation will need to be processed via the telephone".
What a load of rubbish! All in all a frustrating waste of time.
DON’T USE – I THINK PEOPLE NEED TO BE MADE AWARE BEFORE DECIDING TO ORDER.
I ordered items in Nov, was told they would arrive Jan, then told they would arrive in Feb, then told they would arrive in March, and only because I kept chasing them.
First delivery was faulty. Then more trouble trying to get an exchange, their service was terrible and only after a lot of fuss and quoting statutory rights was it was escalated to a manager, who then arranged the exchange. This was not easy and a lot of stress and took over 2 weeks.
This exchange took some time to happen but eventually it was done – the new item arrived and had the same fault. So, this time we asked for full refund as didn’t want any of their goods or have anything further to do with them. They tried to worm their way out of this too. And we had to quote our rights as consumers before they did anything.
Items finally collected on the 4th May, 6 months after original order placed. But still no refund 10 days later so chased them up and found out it hadn’t been issued becuase their accounts manager was in hospital. Sorry, but if someone is sick - then someone else needs to do their job for them. Or at least they could have informed us their would be a delay in getting our refund.
In all of this no goodwill was offered, and we eventually got an apology but you could tell it wasn’t meant and just a standard reply. As a supervisor for an online company I would never treat a customer like this and be shocked if any of my team did.
TOTALLY DISGUSTED BY THE WHOLE SERVICE AND THEIR PRODUCTS.
What we're wondering is...were we massively unlucky? Because other people don't seem to have a problem with this company. But there can't be a coincidence in: 1) 4month delay on order, 2) sending faulty product, 3) replacing with faulty product, 4) trying their hardest not to offer refunds and exchanges, 5) not refunding us until we chased them.
I ordered Rochelle Antique Lille Double Bed and Rochelle Antique Triple Mirrored French Wardrobe (£1,950) for my teenage daughter's bedroom - bed came very quickly, but had to wait quite a while for the wardrobe - it is made to order - although company asked if I would like wardrobe without mirrors which was in stock which I declined. It was worth the wait. The quality is second to none - you would not get this quality and price from M&S or John Lewis (very boring furniture and far more expensive) so cannot be compared. The staff were helpful and delivery went smooth - very heavy large sturdy furniture that was assembled very quickly. I would certainly recommend buying furniture from this company - they have beautiful statement pieces that transforms a room! Thank you.
I have just opened the most beautiful furniture from homesdirect365 i bought a bed ,wardrobe and dressing table set form there La Rochelle collection ,and idjust like to say WOW im impressed with the qulity for the price i paid its really stunning and makes my bedroom look like a real boudoir !
I cant praise this site enough really really impressed !
"Ordered £2800 of the Rochelle Collection for my bedroom"
Website was amazing and buying/paying for my furniture was easy. I expected to wait around 5 weeks and reading some of the reviews i was a bit concerned but 6 weeks later and having rang after week 4 and 5 to see how my order was doing. My furniture finally arrived. Its now all up and is amazing, my daughter thinks shes a princess with her posh new bedroom. I myself work in a industry were meeting customer demands and supplying a trouble free service is a must to succeed. With this 1 homes direct you get a 10 from me... i understand about logistics and sometimes its out of your control and some people have to also understand that before firing quick bad reviews. Keep up the good work as i will be back for more..
Having ordered a bedroom dressing table set which the website said was in stock, I got an email (after they took my money) saying "Once the item is in stock, you will be contacted within seven days with a delivery date." and no more! I emailed back asking when that may be and got the following:
Not very helpful considering I ordered it on the 24th August! On the 6th of October I got a call to say there was to be a van in my area on 24th October would I be in... I wouldn't be and so called, only to get the most obtuse sales assistant who told me someone would call in 7 days to give me another date, well I feared this could go on for months with them controlling the delivery slot. After one of the worst customer service phone calls with the advisor being very condescending we agreed to a pallet delivery on a chosen date, the end of October. For me I would recommend no-one uses these people, they treat you with contempt and I do hope the furniture arrives as described as I never want to speak to this company again and I urge you not to. They will have had my money for more than 2 months to deliver this item, not good service, and the stella opposite to the John Lewis and M&S furniture orders received within days of ordering back in September...
We tried to place an order with homesdirect365 and was told we could have bespoke items we wanted at the advertised price, but before we placed our order we ensured that they would only take half payment now and the rest when items were in the UK at their warehouse prior to delivery to us, and they would not agree to it. We proceeded to tell them that as we had previous bad experience with our dining room table that came to us damaged despite replacements from Indonesia where they make their La Rochelle range of bedroom furniture, and seeing as we had read some bad reviews about Homesdirect365, we were worried about losing out, so they got back to us after a while and said they would give us the deal we wanted that we could have it bespoke at the advertised price and that we could pay half now and the balance just prior to delivery, and they would let us know if it was damaged prior to delivery, but this was not without its set back to us as we felt that the people we spoke to were unable to make their own decisions as someone else had to be consulted first and this just brought us delays. Part of the bad reviews we had read were about poor customer service levels.
Despite getting what we wanted we still hesitated to place the order because we were reading more bad reviews, So we tried to look for this range elsewhere and unfortunately were unable to find it so we thought we would bite the bullet as we loved the look of this range so much and order it and that is when we had our proof of what the bad reviews were saying, about bad customer service amongst other complaints. So now we were told we could place the order but the items had gone up in price despite the fact that the website are still advertising the same prices as originally seen and despite the fact that we had emails from them stating we could have the bespoke items at the same advertised price, all we were told in response to our complaints was that their prices had gone up and nothing that acknowledged our concerns, that we tried repeatedly pointing out to them. So when we asked why should we pay more and that their prices had not gone up in their site, we were not given a valid explanation and decided that we wanted no further hassle and could not part with a lot of money after having had such bad customer service, if that is how they treat their customers i can imagine we would definitely had more, such as receiving damaged pieces and delays and problems with refunds as other customers were saying they had experienced. The only redeeming factor is that nobody had complained about the La Rochelle range and because of this we were happy to go ahead with the order despite the bad reviews and we would have done if they did not use underhanded inconsiderate tactics to prevent us from ordering from them at the higher price. So they have lost our custom.
R. Grellier found this review useful
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