Review Time
I have a problem with a swivel office chair that is only 10 months old. I contacted the support team and was informed that according to their terms and conditions on the website, they couldn't assist me since it was beyond the 7-day period from the order. I mentioned UK Consumer Law protections, but they showed no interest. I have now reached out to my card provider for assistance.
I have a problem with a swivel office chair that is just 10 months old. I called the support team and was told, based on their terms and conditions on the website, that they couldn't help since it was beyond the 7-day period from the order. I referenced UK Consumer Law protections, but they seemed uninterested. I've now contacted my card provider for help.
My order of over £3,000 worth of furniture arrived, but the delivery team claimed that the largest item (a table top) couldn't fit through the door while still in its box. It was clear to everyone, including the delivery staff, that it would fit if unboxed. However, they refused to do so, stating that if it was unboxed in the hallway, they couldn't deliver it to the room or assemble it. This was absurd—how else would it be assembled? Consequently, they left the item in the hallway and did not assemble any of the order, forcing me to do it myself with some help. They also failed to take away any packaging, leaving me with a significant amount to dispose of at my own cost. Their customer service email, as listed on their website, bounces back with 'This mailbox is no longer monitored.' I called and waited a long time on hold but ultimately gave up. This entire experience is completely unacceptable. I will not order from this company again and would advise others against it.
The customer service I received was absolutely atrocious. I ordered a planter that arrived with measurements completely different from those on the website. They claimed the distribution center sent the wrong item, and they arranged for its return while sending a new one. When the new one arrived, it was identical to the first. I contacted them again and spoke to a representative for 55 minutes, who said she would arrange a pickup and agreed that I would order a different planter that matched my dimensions. I placed the order over the phone, and she confirmed the price as £199. However, I received a confirmation email showing £258 deducted from my account, which included an undisclosed delivery fee. I immediately requested to cancel the order, and she assured me it was done. Shortly after, I got a notification from a delivery service to select a date for delivery. I called again, only to be met with another rude representative who hung up on me after brushing off my issue. Please heed the numerous negative reviews and avoid ordering from this company!
I placed an order for a large planter but realized soon after that I ordered the wrong size. I called to cancel the order, yet it was still delivered. The customer service team keeps promising to arrange a collection, but nothing happens. This has been a terrible experience from what is marketed as a 'premium' brand. This was my first order with them, and it will definitely be my last.
I followed the instructions for processing a refund and returned the item at my expense, but I've received no response from the customer support team, either on the existing thread or follow-up emails. The live chat feature doesn't work, and my phone calls go unanswered. This has been one of the worst retail experiences I've ever encountered. I wish I had checked reviews beforehand, as it seems to be a company-wide issue. I would advise avoiding this company.
I ordered a sofa for £4.3k, and a week later, it went on sale for over £1.2k off. Customer service has refused to honor any price reduction. I’m attempting to return it (having had it for only two weeks, well within the return period), but now they are ignoring my request. This has been a horrific experience, not what I expect from a 'premium' retailer. I expect them to resolve this soon, either by honoring the price or processing my return.
I will never order from this company again. Organizing a return was nearly impossible—despite multiple calls to customer service, it took 5-6 attempts to sort out the pickup. Then, there was no refund. When I called customer service, they had the audacity to say that since I'm in the UK, I needed to update my credit card details, but when I asked how to do that, they said I should have called them. I'm not sure if this is a scam or just incompetence.
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