The English Sofa Company reviews

The English Sofa Company reviews

Good
8.3
from 0 - 10
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Poor customer service

I read the reviews on this page and feel that I must have dealt with a company other than the English Sofa Company. The customer service was extremely inefficient - unreturned phone calls, chasing up delivery (email sent that order was ready but waited 2 days for delivery details, I ended up having to phone), no information about the 5 year Guarantee when made order. The customer aftercare has been non-existent.
The English Sofa Company

Reply from The English Sofa Company

Dear Mr Harris,

We're sorry to hear you have been unhappy with our service and if a phone-call has been missed we do apologise. With regard to delivery our carriers do operate on a 10 working day service so it can take a few days from production finishing to a delivery being scheduled. The guarantee / Castelan policy is posted out direct from castelan in the days following delivery however please contact us on sales@theenglishsofacompany.co.uk if any information is still required.
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Review by confirmed purchaser

Beautiful leather sofa, we absolutely love it and Great helpful service,

Excellent service, beautiful sofa, great quality and very comfortable. We were kept well appraised about the progress of our product and their customer service was very helpful when we called with questions before making the purchase and after we had made our purchase. Our Sofas were delivered in good time by a team who unpacked and placed the sofa where we wanted in the room.
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Review by confirmed purchaser

top class british workmanship excellent service

been searching for a leather suit for 2 yrs. found english sofa company would recommend top class comfort
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Review by confirmed purchaser

Great experience from start to finish! Thumbs up for the English Sofa Company!

The whole experience of buying a sofa with the English Sofa company was very pleasant. Their good customer service and advice were very helpful, they were kind enough to keep the sofa in their warehouse longer than expected and they delivered the sofa exactly when promised...and on top of it it's a really nice and comfy sofa! Thumbs up all the way!
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Review by confirmed purchaser

Have Comfort in your Choice!!

The whole process was easy. I was sent all the samples I asked for promptly; they answered all my funny little questions; they were polite and courteous.They took my order, gave me target dates for construction and delivery; and kept to them. Even the courier company were really helpful in finalising the delivery date and then being flexible when I wanted to change it.

Best of all; the sofa is awesome. Its a three-seater Arlington in Vintage Aniline Cracked Wax and its stunning!!! I will definitely be buying a sofa from here in the future.

Considering the whole process was without ever seeing the sofa or meeting the team, I'd say it was flawless really.

Have comfort in your choice, I did!
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Review by confirmed purchaser

The style, the quality, the potentials... a piece I want to keep for a long time

I often move houses, countries, continents. I furnished my London rental with this unique, stylish furniture, a sofa which has a style and which is a very comfortable foldable bed if needed. Looks great, absolute quality.
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Review by confirmed purchaser

These guys dont sit on their bum when it comes to customer service!!!

Order process was very straightforward. Very clear on the lead time and was delivered when they said they would. Courtsey call after to make sure we were happy. Product was well made and we are delighted. Used their sister company for a bed product which was slightly bespoke and that was no problem for them.
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Review by confirmed purchaser

Love my sofa!

I recently purchased the Roseberry Chesterfield in Vintage Truffle and I absolutely love it. I bought an old Victorian house 2 years ago and it looks like it was just made to sit in my 2nd small lounge. The ordering, the emails and even the delivery men are worthy of the 5 stars. If I had 1 tiny reservation it would be that the seating cushions are slightly too firm but I'm sure through time, these will soften to that 'lived in' look. This is by no means a complaint or a fault as I think it can be difficult to judge when buying online rather from a store. I've still another lounge to decorate in my new home and I'll be looking at The English Sofa Company again for my second purchase.

Carol Jordan, Scotland
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Review by confirmed purchaser

Very good service on a quality product that met our expectations.

Once we had made our choice of sofa the sale staff were help and kept us informed of the progress of our furniture during manufacture. Delivery was without problems and was efficient and friendly. Emails of furniture care and warranty were promptly sent.
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Review by confirmed purchaser

perfect sofa - We love it!!!

The Sofa is exactly what we wanted, the leather is perfect and looks great. The whole piece feels and looks like a excellent craftsman's work. WE love to sit on it end enjoy it. The information during the process of getting it could be improved -> regular updates on the status for example would really help as you wait quite a while (which is ok at the end). Despite this minor issue I would recommend it to everyone who wants a cool English sofa.
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Review by confirmed purchaser

excellent quality and service

I have bought two sofas and an armchair from the English Sofa Company. I am really happy with my purchase. it is always a gamble, buying sofas online without the chance to try them out (I don't live near your showroom), but it paid off as the furniture is amazingly comfortable!
The delivery was good - the men had difficulty getting the sofa up the stairs, but with a 'can do' attitude and a full toolbox they managed to do it!
the staff taking the order were excellent as well - I was advised NOT to buy an extra that I placed in my order as it was unnecessary. the staff were helpful and well informed
my only criticism would be that the furniture is expensive, but I was happy to pay for it as for me it is an investment and the whole experience was a very positive one.
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Review by confirmed purchaser

Poor after sales when dealing with problems

We purchased 2 leather sofas which arrived with various faults in the quality of leather (scuffs and scratches on both sofas). After several phone calls from us we came to an agreement that one sofa would be repaired at the factory. I did ask for a replacement while waiting for the repairs to be fixed but heard nothing back. We had to do with only a small 2 seater sofa for the duration of the repairs. Difficult with a family of 4!
Having heard nothing for about 6 weeks we had to make endless phone calls regarding the progress of the repairs. We were always assured that we would be called back but we never were.
Finally we received the repaired sofa when we noticed a fault with the other sofa. We called again and were advised someone would call back. That was about 2 months ago and guess what....no-one has ever called back!
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Review by confirmed purchaser

Happy with the sofas but not the customer service.

I purchased two sofas from this company. I am very happy with the quality and the look of them. The delivery men were good, taking all the packaging away and putting the feet on both of the sofas. My criticism is that when I ordered I was told they would be ready in 6-8 weeks I waited 14 weeks and was not given any good explaination as to why only that they were busy. The customer service team did not bother to call to say that they would be delayed I had to do all the calling myself every week passed the 8 weeks to see when they would be coming. I found the customer service neither helpful nor apologetic and would not buy anything from this company again.
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Review by confirmed purchaser

Excellent experience

From the request for samples to the delivery/install day we couldn't have asked for more.
The English Sofa Company offer a great value product with good old fashioned quality of service.
We will definitely trust them again in the future - you should too.
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Review by confirmed purchaser

Great, English leather Sofa bed

We are delighted with the leather sofa bed. We plan to replace our ageing sofas at some stage using the same company
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Review by confirmed purchaser

lovely sofa and chair . excellent craftsmanship.

High quality furniture. very well made and very comfortable.
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Review by confirmed purchaser

a local firm that made a good product, were charming to deal with and delivered on time

I chose this company because they are local and therefore everyone in the supply chain will be working under EU employment directives. Its very important to me that I am not causing distress to others in my purchases.

On top of this they were friendly, helpful and straightforward to deal with. The sofa is great

Thank you
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Review by confirmed purchaser

Excellent Value

We bought a 3 1/2 seat Sofa Bed and a Corner sofa in leather from the Abbey range earlier this year. We found the whole experience pretty satisfactory. After looking through the brochure we made the journey to the Salford factory and showroom. I couldn't envisage making this sort of purchase without viewing the product. We were very happy with what we saw and ordered on the spot. The sofas arrived on schedule 6 weeks later and were quickly assembled by the polite efficient delivery team. We have only two small criticisms, the ability to make what you want is overstated on the web site we had to make a number of compromises between what we wanted and what they could make, also the paperwork which follows placing of an order is totally confusing.
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Review by confirmed purchaser

Speedy, super sofa

We ordered a lovely sofa online and the communication was great. The new sofa arrived just when they said it would, with updates and info beforehand as to what to expect of the delivery process.
However, I would not trust the couriers (Edmundson, as I recall) as far as they could lug a sofa. Or rather, the two particular couriers who delivered ours. They claimed that there was no record on the invoice as to my having paid for the old sofa to be removed. They made me, a mother with two young children who at the time was not working, go and get cash (child benefit, meant for my kids, not them!) to cover them taking away something that could not be recycled etc. they would not wait more than 5 minutes for my husband to arrive from work a few miles away, who had planned to be there in any case to help with my moving the old sofa aside/keeping the children out of harm's way etc. There had been no call to say that they were in the area etc, which most good couriers now do, so my husband was not there with me. My youngest son had just woken up and was upset etc and they seem to have thought they could make an easy free backhander and were completely brazen, even commenting on my baby carrier. I later saw on the very same copy of the invoice that the courier gave me in black and white: the fee already paid for the removal of the old sofa. The English Sofa Company were great in dealing with this issue and I got a refund for the courier's charge. I would definitely recommend ESC and their fantastic range, quality and price of sofas, but hope that they have since changed courier.
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Review by confirmed purchaser

Very unhappy with my whole experience

I ordered my sofa on 28th Feb 2013 and only received it on 22nd of April 2013, and that was only because i rang to ask where it was. I was told on the phone I hadn't received it because I hadn't paid the balance. since I placed the order no one has phoned me to tell me it was ready or ask for the balance (as the terms and conditions say they will). Had I not phoned them, the sofa would probably still be in their warehouse now.
upon opening my sofa it was immediately obvious that it was different to the one I ordered. I spoke with the sales manager who told me that since so much time had elapsed since i placed the order it was not possible to verify that what I was saying could be confirmed with the salesman. Her exact words were: its your word against ours, its too late now, there's nothing we can do. She refused point blank to rectify the situation.
This has left me very upset and angry, I work hard for my money and saved for a long time to buy this sofa, I now appear to be stuck with the wrong one!!!
It would be nice if someone would ring me to offer a solution but based on the already dire customer service I doubt that will happen.
The English Sofa Company

Reply from The English Sofa Company

Dear Mr Redfern,
Your order took approximately 6 weeks to produce and was then held in storage due to an outstanding balance as per our terms. All our customers are emailed on completion of production to advise the items are ready to be dispatched and then this is followed up with a phonecall. Unfortunately we don't have a way to track every call made however if you state you did not receive this phonecall then you have our apologies for this.
Your corner sofa is a bespoke piece with a bespoke arm to meet your requirements and therefore this item will not look like any item you have viewed online. Our sales staff speak to multiple customers every single day and while we try our best to remember every individual and their requirements it isn't always feasible. We therefore acknowledge and invoice all items in writing to avoid any confusion at a later date. Based on this paperwork we do not believe we have produced your item in error.
We want every customer to be happy and we are flexible wth regard to making post-production amendments when we can, however there is a limti to what we can achieve. We have spoken to yourself on the phone regarding this matter and believed we had come to a satisifactory conclusion however if you would like to discuss this further we are available 7 days a week.

The English Sofa Company Details

Free 5 Year Warranty On All New Order

A 5 year comprehensive warranty is provided as standard on all new order. The extended warranty covers both faults with the furniture, but also protects our customers from day to day accidents that can happen in the home, such as spills and stains.

UK Nationwide Home Delivery - Only £40.00

UK Nationwide Home Delivery For Only £40.00. Whether you are in Skegness or Lands' End, our UK Home Delivery Team will ensure your furniture order makes it to your home.

Our Company

Based in Manchester, The English Sofa Company is a true UK manufacturer of quality leather sofas and fabric sofas. Manufacturing onsite enables us to control all aspects of the furniture from the hardwood frames through to final finishing.

Visit The English Sofa Company

To Contact Us:

Call us on: 0161 736 5733
We live here: Ford Lane
M6 6PF Manchester
United Kingdom

Category

The English Sofa Company is ranked 93 out of 154 in the category

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