I have been trying to return items purchased over 100 miles from where I live.
There was no mention of the refund policy in store nor on the receipt and despite emailing customer services several times, they send generic replies but refuse to acknowledge or respond to my specific questions.
I would never buy from them again and am still trying to sort out my refund!
I ordered the sofas and they arrived as expected.
One sofa was damaged on arrival due to the way it had been packed but I was advised it would correct itself in time.
Second sofa, a three seater, looked ok on initial inspection but soon it became apparent that the seats were not at the same level. The middle seat is significantly higher than the end seats. Harveys sent an engineer out eventually who said he would report back that the three seater sofa was faulty and took pictures of the 2 seater to show the damage.
I called Harveys a week later as requested and they advised the engineer said there wasn’t a problem and if I had a problem I was to arrange my own engineer and send the report to them! The woman on the phone was actually very rude and aggressive. I asked about the two seater and she said that they hadn’t done a report so will need to send another engineer out!
It wasn’t a cheap purchase and you expect more than this.
My last sofa was from DFS and I had no problems – I will never use Harveys again.
I could not fault them!
They quoted a price and delivered an excellent service. The online case tracker is brilliant and has the facility to exchange messages. I needed to speak to the person handling my case and rather than call I chose the callback option. Within a matter of minutes they called.
I genuinely couldn't fault the service and would recommend and use again.
I have previously used this firm and had no problem however this time this was not the case. The survey was completed on the day stated but I never received a call from the surveyor as promised, and as previously received, to summarize the survey.
I did receive a copy the report and I required clarification on 7 points so I tried to email the surveyor buy their address was not valid. I was advised to send my email into the office and I did receive a reply through one of the typists but it only partially answered half the questions and ignored the rest. When I emailed back again they reply was 'I have no further comment to make' and no further emails have been replied to.
There were some basic errors made such as omitting an outhouse (attached to the property) completely from the report when it is in fact causing an issue and stating that a patio door was very difficult to open - This was opened with ease when the bolt was undone!
Overall, I very annoyed with the attitude of the surveyor and have no confidence in the report I have received. To simply refuse to reply to questions is plain rude and certainly not good customer service.
This will be the last time I will use Miller Metcalfe.
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