Review Time
I tried to submit a claim and received an email stating someone would contact me within 5 working days. After waiting 10 days, I checked the claim portal and found my claim had been denied without any notification. Their communication is severely lacking, and based on other reviews, it appears that rejected claims are quite common!
I attempted to submit a claim and received an email indicating that someone would reach out within 5 working days. After 10 days, I revisited the claim portal and found out my claim had been denied without any prior notification. Their communication is severely lacking, and from what I've read in other reviews, it seems that claim rejections are a frequent occurrence!
If I could give a zero, I would. The service is appalling, and it seems the retailer takes money but fails to resolve issues with this company. I plan to return to the retailer to voice my complaints. A small ink stain on a footstool shouldn't be this complicated. The staff appears untrained and unhelpful.
The service has been very disappointing. I waited over 6 weeks for an appointment to fix a scratch on a high gloss coffee table. After following up twice, a technician finally came but claimed he couldn’t work on high gloss surfaces. He said he would write a report, which would take up to 10 days for review. Despite the company knowing it was a high gloss table needing repair, I still haven’t received a proper response to my complaint after weeks of waiting. This has been a frustrating ordeal.
The customer service here is appalling. It’s unfortunate that the retailer didn’t direct us to this site before selling us an insurance policy. The staff is unresponsive and dishonest, ignoring emails and requests for assistance. I had damage to a sofa cover and wanted to know if I could buy a replacement, but my inquiry was overlooked. My partner paid a significant amount for the sofa, and the representative assured me that my name could be added to the policy, which turned out to be false. I've faced multiple ignored emails and requests for portal access. They cleverly state that once a claim is made, you can’t cancel the policy, but they ignore claims, leaving you with no recourse. We are incredibly frustrated and are looking into contacting the appropriate ombudsman.
The customer service from this company is very disappointing. Speaking with their representatives feels like talking to a wall. They claim to be waiting on a technician’s report, even though the technician hasn’t visited my home. It’s baffling.
I had a disappointing experience with a sofa cleaning service I purchased. When I tried to use it, I found out it was managed by a third-party company that has been impossible to contact. I submitted a request weeks ago and have received no response. The retailer’s customer care refused to assist, claiming it’s not their responsibility, despite having sold the service. I’ve filed a complaint with the relevant consumer protection authority and am preparing for further action. Be cautious about purchasing additional services from this retailer; you may never get what you paid for.
Our young child accidentally marked our nearly new sofa, and despite having protection, the company refused to repair the damage, claiming it had accumulated over time. The marks are clearly from the same incident. I have reported this company to the financial ombudsman and am pursuing a complaint with the retailer since we purchased the insurance through them. Many reviews echo similar experiences, so I advise avoiding this company.
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The UK's leading provider of Furniture Insurance; protecting sofas, carpets, beds, wood and cabinetry. Furniture care and repair products and services.
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