Really dissappointed with Harvey's

Respect

Hi,

I ordered a 3 seater sofa which was delivered three hours late yesterday. The driver confirmed the make and that it was a 3 seater. They made the sofa and left in a huge rush.

Once they had left I realised that it looked a little different to the one we had seen in store. After going online, I realised the one that was delivered was actually the wrong one and it was actually a 2 seater!

Immediately I was on the phone to the Harvey call centre who at 5.30pm were shut. I called the local store where I had placed the order, but they said they couldn't do anything, I should call the call centre in the morning.

So I call the call centre this morning and the lady says this will need investigating and she can't confirm that the wrong one was delivered and nor does she know when the right one will be delivered, she can't even give an estimate. She said to me because you didn't let the driver know it slows the process. How dare she? It is the driver's responsibility to deliver the right sofa!

I'm not ordering from Harvey again! I have no idea when the right sofa will come and she couldn't even promise when the warehouse will call me back. I really feel like making a complaint - this is the last thing I need after having a taken a day off work just so that the sofa could be delivered.

sillygoose

Respect wrote: »

Hi,

I ordered a 3 seater sofa which was delivered three hours late yesterday. The driver confirmed the make and that it was a 3 seater. They made the sofa and left in a huge rush.

Once they had left I realised that it looked a little different to the one we had seen in store. After going online, I realised the one that was delivered was actually the wrong one and it was actually a 2 seater!

Immediately I was on the phone to the Harvey call centre who at 5.30pm were shut. I called the local store where I had placed the order, but they said they couldn't do anything, I should call the call centre in the morning.

So I call the call centre this morning and the lady says this will need investigating and she can't confirm that the wrong one was delivered and nor does she know when the right one will be delivered, she can't even give an estimate. She said to me because you didn't let the driver know it slows the process. How dare she? It is the driver's responsibility to deliver the right sofa!

I'm not ordering from Harvey again! I have no idea when the right sofa will come and she couldn't even promise when the warehouse will call me back. I really feel like making a complaint - this is the last thing I need after having a taken a day off work just so that the sofa could be delivered.

Similar thing happened to me, except it was two sofas in the wrong colour!!

Worst still it was a 3 month delivery wait for them. Fortunately I spotted it as they put them together and made them take them away immediately.

To be fair the store who had ordered the wrong colour tried to make some amends and we could have kept & borrowed the wrong colour ones until the right ones came or they offered to lend us some furniture. It was still nearly a 3 month wait again for the right colour ones to arrive.

I would say the call centre were not nice, I would focus on the store staff. We were promised some compensation for the inconvenience, the miserable call centre would only offer £60. The store got us a cheque for £200 and were MUCH nicer to deal with.

The actual sofas have been great, no complaints about them at all except no one can stay awake on them after 10pm!

Respect

Sillygoose, thanks for sharing that! I'm glad I'm not the only one frustrated!

I called them again and I got the 'unfortunately we don't cover loss of earnings' when I mentioned I'd have to take another day off work to receive the delivery. I'll have to wait another 2 weeks to get the sofa I ordered and all they can offer is the delivery charge back or 10% off. Appalling customer service, really dissapointed! It's the stress and all the time wasted, and the time off work that really deserves more than a shoddy 30 or so quid compensation.

daveyjp

You are not the first to be disapponited with a pile em high sell em cheap furniture shed. A googe search can save you a lot of stress.

rustyboy21

Bought two sofas off them myself.

Had great service, arrived on time and the quality is excellent.

Staff great too, not pushy at all.

They are not all bad IMO.

butler_helen

rustyboy21 wrote: »

Bought two sofas off them myself.

Had great service, arrived on time and the quality is excellent.

Staff great too, not pushy at all.

They are not all bad IMO.

Same here, our 2 seater and 3 sweaters look as new after 6m and were only £800 delivered (on time). Bargain. Albeit they were ex-display.