I purchased a sofa on 2 November 2025 froom Watford store for over £3,000, with the clear understanding that I would receive an estimated delivery date within two weeks and that delivery would be before Christmas. That was a key reason I made the purchase when I did.Instead, five weeks passed with no communication at all. I had to call multiple times, and not once did the store proactively reach out with an update despite saying they would.When I called again today, I was told — with no apology — that the delivery will now be in mid-January, completely missing Christmas and the purpose for which the sofa was bought. I was also told that customers are expected to “keep calling” because the store “doesn’t have access to delivery information,” which is unacceptable for an order of this value.When I expressed dissatisfaction and mentioned cancellation, I was bluntly told the order is “non-cancellable,” again without any acknowledgement of the situation or any attempt at customer care.For a £3,000+ purchase intended for Christmas, this level of service, communication, and responsibility is simply unacceptable. Buyers should be aware of my experience before committing.
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