Harveys - are you sitting comfortably?

Dear Watchdog

We had six chairs delivered in December and four of them were faulty. We were told we would get replacements but five months later we are still waiting. Every time I call them I wait ages listening to a recording telling me my call is important to them. Sometimes I never get through. I thought it was a bad sign that the line for faulty goods was always tied up. When I do get through they fob me off every time with the same flannel. Apparently they have to send an email to the supplying department who then contact the manufacturer. This never seems to happen, however, and we just seem to be ignored. I tried this week to get a number to call the supplying department myself but the girl got agitated and cagey. She kept saying she was sorry for thye problem, but then that's what they all say, but nothing happens. They even had the ckeek top call last week saying they were conducting an audit and wanted to check that our complaint had been resolved satisfactorily! Absolutely disgusted with this company and will never buy anything from them again. We watch Coronation Street and every time Harvey's sponsorship clips come on we feel salt being rubbed in the wound yet again.

Any suggestions as to what we can do next?

Stephen Coney

Dear watchdog I order a wardrobe with slide doors from harveys in Cardiff in January 2009 was delieverd at the end of february with wrong instructions and damaged parts, with numerous phone calls and ordering new parts, only 1 part come into the warehouse and that was damaged, so more phone calls and parts ordered again, this time they were due in stock in april and were delieverd to me, but where damaged and only 1 out of the 3 back panels were delievered. So waiting nearly 5 months for a wardrobe costing £850 and its still not sorted. So with a number of phone calls,letters and emails to management its now supposew to be going bk next week as im sick of waiting anylonger.
After service is appalling and i will never buy from them again or recommend them.

Customers with damaged parts should be priority.
People need to be aware of this

Rachel Embling

We got a 3 piece recliner suite from Harveys in Febuary, the arm came away from the small sofa on the 3rd day. We reported this to Harveys and they said they will come and look at the sofa but not untill the end of the month. When they looked at it they said NOT a manafacturing fault!!!! We paid over £1800 for this with insurance, but have been told we should not of leant on the arm whilst sitting down. I have phone the customer services and was treated with contempt. I did say the item was not fit for purpose sold, but this was answered with "not a manafacturing fault". I did say they should have had instructions on how to sit on it without leaning on the arms, which is what I thought the arms where made for a got a repy of "not a manafacturing fault" I asked to speak to a manager and was told "I'm not transfering this call to know one!!

We took advantage of their Christmas offer and bought a table and chairs for our new house. We waited 4 months for it to arrive, after no end of phone calls from us to them to find out what was going on. Their response is always the same ' we apologise for the inconvenience caused', but nothing was ever done to resolve the situation. Staff in general were abrupt and unhelpful. When we finally got through to a supervisor, we were told we could get 10% back and this is what they do for 'all complaints'. However, in order to claim this, we had to wait for the furniture to arrive, then spend ages on hold trying to get someone to authorise the refund, we now have to wait approx. 21 days for a cheque. Hardly worth it as I have probably spend this on phone calls! Also the furniture is not as expected - chipped and poor quality - I will never use them again!

Hello. Just wanted to say that we have so far had good and prompt service from Harveys. Settee ordered 28th April and delivered on 11th May - well within 4-6 weeks advised. Goods as ordered and delivery guys polite and helpful. Will let you know if all goes wrong however!

Store : Plymouth. When my suite suddenly collapsed on me, I realized it was broken beyond repair. So on the search for a new one, I went to the very well known seller, [company name removed]. The service wasn't that great if Im being honest. A rude, ignorant and obnoxious salesmen served me. He appeared to be illiterate as well as stupid. He could not fill out a simple form. I began to lose my temper before I stormed out of the shop in a rage. I carried on to look for a new sofa, not in the best of moods. when I came to Harvey's the service provided was very professional. i found the perfect suite for me , being well guided. The sofa came on time. I recommend the store to all looking for new furniture.

This is nothing new. We had the same problem in 1999. We ordered a futon and paid in cash. The February delivery date came and went, so did March we cancelled. They refused to refund us cash and we had to wait another 2 months for a blasted cheque from head office!

We bought a table and six chairs and waited 10 weeks. When we received the table it was damaged. I called the store and the said a new table will be sent out straight away. I received it 2 months later.

I also got the insurance for the table and chairs. It was sold to me as 'if you've got kids your best getting this'. Just before christmas my son marked the table so I called harveys and they put me through to the insurance company. They came out took a photo of it and then left. 3 weeks later i received a letter saying i wasn't covered for this mark!

I will never buy from Harveys again.

I am furious, I have been chasing 6 dining chairs that I ordered 3 months ago, the rest of all the goods came last month which, included a dining table tv unit and coffee table, I have continuously chased them on phone to Harvey's head office and to the store manager and no one seems to want to help!!

HARVEY'S SORT IT OUT!!!!!!!!!!!

In August 2009 I ordered bedroom furniture and living room furniture, spending over 2500 pounds and paying in full at time of ordering. The bedroom furniture arrived within the time frame suggested, however came flat-packed instead of ready assembled, the delivery men trod oil and mud into the carpet and had to be proffessionaly cleaned. I had to wait a week for a joiner to come and build it, who left a mess and all the packaging behind.
The living-room furniture, coffee table and sideboard (Toulusse Range), took over 7 months to be delivered. Over 6 seperate delivery dates were given, but each one was cancelled on the day by Harveys giving various feeble excuses. Eventually the sideboard turned up at 9pm one evening and the coffe table exactly 7 months after initially being ordered.
I have received only a very small amount of compensation, only 150 pounds.
The customer service department is a joke, I wrote several letters, but only one reply, but no apology.
I WILL NEVER SHOP AT HARVEYS AGAIN!

I ordered a table and 6 chairs about months ago . Payment was taken immediately and I was given a delivery date of about 6 weeks. On arrival the table was damaged so I refused the entire order. I telephone customer services who were very unhelpful and informed me that I could have kept the chairs. To which I commented 6 chairs are not use without a table. I was then told it would be 3 weeks before I could another set. I took another day off work 3 weeks later to take delivery and loan behold I had been send another damaged table. I refused the order and once again got on to customer services asking to speak to a supervisor, who of course wasn't available, I was told they were all in a meeting and that someone would call me back when they got out. I waited 2 hours and still no call. I telephoned customer services again, had to relay the whole story for the umpteenth time and this time said I wanted to cancel the order and get my money back. To which I was told would take about 10 days!!!

After finally getting my refund I wrote a strong letter to customer services asking why this had happened, why there was no quality control and why was it OK for them to have had £600 of my money for the best part of 3 months. I received a standard reply basically saying there things happen sometimes!

Hi Watchdog,

I ordered a Brando set of a 2 seat and 3 seat sofa in preparation to move into our new flat. I spoke to their customer services today as I was expecting delivery at the beginning of next week as I had not yet heard anything - they told me it was currently estimated for atleast the 28th of May - almost two weeks overdue. The same couch which a friend had bought 2 months previous (although arrived on time) broke - the reclining pull has snapped.

Dear Watch Dog

My Husband and I have mostly have Harverys furniture, to incluse a 3 seater and two seater electric reliner from the atlantis range.
A corner sofa from the Rebeca range and a 2 seater rialto. All of them are very good and in very good working order, delivery was fast.
We also have an ock table with 6 chair that we are very happy with.
We have not had any problem so I do not know what Harveys will be like if we have a problem.

We ordered a leather two seater and matching chair, four dining chairs and a glass table in 2007 for delivery before Christmas. I had planned for my mother to join us at Christmas. We were promised that all items would be delivered well before Christmas and there would be no problem. Sofa and chair arrived OK. Table and chairs delivered in January. This was after numerous phone calls, abuse from their call centre staff and promise that everything will be delivered. Thanks to Harveys poor customer service our Christmas that year was totally ruined and to top it all the store was closed from the week before Christmas and did not open again until Boxing Day. Never ever again will we ever buy from Harveys again.

We ordered a Milan Extending Dining Table on Jan 1, we received this on the 17 March after the lorry had broken down on the 19 Feb which when we put it toghether to find it was damaged as though it was Ex display. We complained with the customer services number and a replacement table arrived 0n the 12 of May, but having put it toghether we found that this is damaged as well. The chairs are fine and will be keeping these but I went to the store yesterday for them to give us a refund on the table and they will be doing it soon as they have picked up the table, I hope.

Dear Watchdog
I purchased £6000 worth New atlantis electric reclining sofa suites from Harveys in Feb 2009. Having received the furniture damaged, faulty and further causing £3000 carpet damage through carbon discharge leaving carpet beyond economical reapair. They have threatened me with solicitors letters,collection agency and verbal and written promises that have amounted to nothing and no further responsibility even at managerial level.

Dear Watchdog,

I ordered bedroom furniture and a table and chairs in March 2009. The table and chairs were delivered within the 12 weeks, but after 6 weeks of using the chairs, the 'leather' was coming away from the backs and tearing, showing the carboard that the backs of the chairs are made from. It wasnt until Septemeber that my bedroom furniture were delivered, even after cancelling the order four times. I decided to let the delivery men assemble the goods as i waited long enough for them, to find that four of the various pieces of furniture were damaged. The delivery men actually statedthat the dressing table mirror was damaged and that they'd send me out another. Needless to say, i havent received nothing. I have complained a numerous amount of times, by phone and via email but im getting nowhere. I have a camcorder recording of the delivery men on the phone to me admitting that there was damge yet Harveys dont want to know about it. They state that they trust their delivery service entirely and that i am fabricating the damages. Where do i go from here?

I have never bought from Harveys before, but I ordered my new sofa from Harveys just this last bank holiday because of the discount,paid for my order on the Sunday, got a phone call two days later from Harveys wanting to deliver the very next day. due to working I delayed by 1 day. They delivered and rang 30 mins before to confirm I was in. I got my new sofa within 5 days and in perfect condition.
I may of been lucky or it might depend on how high the demand is in your area.

We ordered a sofa on 28/12/09, it was delivered on 27/02/10 but in the wrong material and colour. We imediately went to the store and was told the correct sofa would be ordered the following Monday. We heard nothing after that and made several calls to Harveys without a call returned. When we did get to speak to someone they informed us the sofa had not been ordered so we made a visit to the store again on 10/04/10 where we were informed by the manager that the sofa had been ordered but it was not displayed on the system!!!! Nice try pal. We took his word for it and waited untill 10 weeks after the wrong sofa was delivered before calling again! We were told by the manager that he wasn't sure when the sofa would be delivered but would make some ennquiries and get back to us. We decided to call customer services who told us the sofa would be delivered at the earliest on 10 June which they said would be within the time frame advertised of 10-12 weeks. When we asked what date the order was placed they said 10 April! which was the second time we went into store. We are still waiting for a call from the manager to explain the situation which I am sure we will not receive. We shall never order from Harvey's again!

I ordered an armchair from Harveys in 2009, ordering before the deadline for Christmas delivery. A chair was delivered a few days before Christmas just not the chair I ordered. I phoned to complain and sent several emails with no response beyond I'd have to wait for a new chair. I was also told I was not inconvenienced despite having to take time off work since I was left with a chair even if not the one I wanted. Harvey's feel they can tell you when you've been inconvenienced and it's no inconvenience waiting 6 months for a chair that arrived in the wrong calendar year! When the chair I did order turned up the delivery man told me that they would either bin the orginal chair they'd left with me or I could give him £200 to keep it!

Hi Watchdog - good to see you are on the case with Harveys - about time someone was! We ordered a leather 3-seater, 2-seater and armchair in mid January 2010 and paid a £500 deposit again a £2700 order and were quoted 12 weeks delivery. We were phoned at 9 weeks to say that the items were ready and that the balance of £2186 was due before delivery could be made. Payment was made within 4 days and a delivery date agreed. The delivery people arrived earlier than advised. They brought the armchair indoors but did not even try the other two items saying that they wouldn't fit through our (standard size) doorways (even though we took the doors off) and that they would need to take everything back and that we would need to go in and choose something else! At no stage were we advised that the items were larger than normal - there were no warning signs at all and no-one made any reference to this during the order process. Within the contract it states that it is the responsibiity of the person ordering to ensure that furniture fits through doorways - how, without a scale model.
We (not professional furniture removers) took out the old furniture (twice) and brought it back in because they would not deliver and we didn't have too much of a problem. When we went back to the store we were told that we would have to pay an 'administration charge' to change/cancel the order - the amount of which was down to the area managers discretion! After numerous telephone calls chasing up this magic number, we were advised that if we cancelled we would lose £600, and that if we reordered another item that 'might' fit we would have to pay another £567 before they would even order it. We decided, reluctantly, to cancel the order and take the loss of £600 and advised them of this by phone and letter. Again after numerous calls to the branch and their customer service (now there IS a contradiction) we got our refund of £2086. If it hadn't been for us constantly chasing them up we would still be waiting. The manager at the store was off hand and extremely rude. We did write to customer services (hmmmm...) three weeks ago but surprise, surprise have not had even the courtesy of an acknowledgement.
We subsequently ordered a similar amount/size of furniture from another supplier who had no problem in delivering it - arrived, brought in to the house and gone again within 15 minites. I would suggest people go nowhere near Harveys unless they want to give themselves stress and lose considerable amounts of money.

Dear Watchdog, I ordered 2 sofas from harveys (as they advertised on their website to be delivered before christmas)in Nov 2009.I was about to move into a new flat and my mum agreed to pay for the sofas for me on finance. It got closer to christmas and still no sofas. All I had for comfort was a dining table and 4 chairs plus a computer chair! My mum phoned Harveys and she was told yes it would be delivered by christmas. Christmas came and went with my not so comfortable dining table and 4 chairs and still no sofas! I called Harveys along with my sister calling them we were told they would be delivered at the beginning of January 2010, this was delayed due to snow on the roads as they were being sent from Basingstoke. When eventually the sofas turned up mid Jan 2010, (I had ordered a 2 & 3 seater sofa offer) I was told in no uncertain terms that the 3 seater would not go up the steps to my flat! so I was left with just a 2 seater. My sister then contacted Trading Standards and explained the situation to them and all of a sudden my 3 seater sofa appeared a week later delivered by 2 new delivery guys and they got the sofa in within about 5 minutes! I have never been offered any compensation or any sort of apology from Harveys! I wouldn't of minded so much but I went to my local store(I ordered mine online)to talk to them and my sofas were actually stored in their store room! So why could Harveys not arrange a delivery from my local store if my sofas had been there all along!!!

Oh! my God I just saw Harveys on watchdog. I am concerned as I am expecting delivery of my sofa tomorrow (rec'd confirmation of delivery by text for delivery on 14th May between 11 -2pm.

Mind you had to chase them for delivery date though the Invoice said 4wks from the date of order.

Hope all is ok tomorrow ??

Dear Watchdog,
We treated ourselves to dinning room furniture and sofas in the January sales and were told it would be 10 week delivery. This ended up being 15 weeks after several calls chasing them up.
One week after delivery the base of one of the dinning room chairs split promptly followed by another. On reporting this we were told it was a faulty batch and they would replace the broken chairs, which in all fairness they did very promptly. But no sooner had they been replaced another chair broke, running short of paitients. We decided we no longer felt safe letting visitors sit on the chairs. Unfortunatley returning the faulty goods for a refund is an on going nightmare, we are expecting the chairs to be collected tomorrow for a refund after 4 weeks of constant lies from Harvey's staff.
Watch this space and i will keep you posted.

Dear Watchdog we bought our furniture from Harveys and it was the most stressfull time for us, we bought two sofa's and all the other furniture we needed we bought it in September and it was a garenteed delivery before christmas, guess what nothing arrived we had family coming for christmas and had to cancel as we had no furniture, they do not answer e mails they pass you from person to person. it was awful, in the end I would not go off the phone until they told me what was going on they then told me i was getting a delivery on jan 20th i took the day off work, guess what no one came when i phoned to complain again they said the shipment had been lost in india, then i rang again and they said it had arrived this was feb they agreed another delivery my husband took the day off work and guess what you got it nothing turned up, we finally got it delivered all of it by mid feb, the sofa's are faulty but i have lost the will to contact them anymore they don't care they don't return your calls, I will never ever deal with them again and will advise that to everyone i know

We had a excellent customer service and service in general from Harveys after ofdering a table and 6 chairs roughly a year ago. The delivery was prompt and all items were in excellent condition.
The table is used daily and is very durable and we have no complaints against the company - give them a break. With the size of any organisation, you can't expect to get it right all the time and the minor mistakes are to be expected. Are you trying to say that you don't make mistakes???

We ordered table, six chairs and a side board early february 2010.
Table and side board were delivered March 2010.
Despite numerous phone calls we are still without chairs!.
Harvey`s customer service is quite frankly non existant.

Same old problem I eas given a delivery the suite did not arrive when I rang I was practically accused of lying, I rang the local store at Gateshead Team Valley spoke to someone who said they would ring me back I'm still waiting 4 months later for someone to ring me back. The suite finally arrived BUT within approx 6 weeks the seat covers came away at the seams. Little man came out and checked it and said I needed new covers and that they would come in about 10 days that was 6 weeks ago. No-one answers emails or rings back, no-one helps. Now I think the settee is sagging in the middle, stupidly I paid for this which I now regret.

Hi

In November 2008 my husband and I went and Purchased from our local Harveys 1Three seater Settee, 1 Two seater settee and a chair all in Brown Leather all reclining.
When they were delivered the leather on the arm of the Three seater Settee was ripped which we pointed out to the delivery man.We got the delivery 1 week before Christmas and after a lot of complaining they sent somebody out to repair it 6 weeks after Christmas.
We have now had the items for just over a year,we are really disappointed with the quality,the whole front panel of the three seater settee has now become lose and the leather on the reclining foot rest has come away from its fittings.The reclining footrest on the Chair only works when it wants to.
We really expected it to last a lot longer than 15mths, as we paid well over £2500.00 for the items.
We have not complained because we were not sure that if after this length of time we would be able to.

Dear Watchdog,
We purchased a three seater and a two seater leather sofa in Septmeber 2009. My husband and I moved into our first home in November and the sofas arrived in the time we expected them.
However, when the three seater sofa was unpacked there were only two feet for the sofa. We contacted Harvey's who said that our sofa was manufactured by a different company so they would get in touch with them and get them sent out. We waited a few days and heard nothing from Harvey's. We contacted them again and were told that the company had not been back in touch with them.
We called several times after no feet arrived and when I asked to speak to a supervisor or manager I was told no one was available and I said I would wait and several minutes later I was still told that there was no one available and the member of staff was quite rude and didn't see what the problem was about there being no sofa feet.
We wrote a letter of complaint to the company and to this day have had no reply.
The week before Christmas the sofa was still on its back in the living room. Finally my husband went to the store, where they finally agreed to loan us some feet so we had something to sit on over Christmas.
We are still sitting on borrowed feet and they still haven't had the comon courtesy to answer oue compaint and finally we spent over £40 calling customer services to try and resolve the problems.
Will NEVER buy from them again!

Thanks for bringing this issue to your program. I just want to add to the worried customer had problems with Harvey furniture. We bought 2 seater and 3 seater recliners back in february 2008, however the 2 seater looks like two seperate seats and the edges are peeling off which we think may be down to ageing. Now the main problem is the recliners on the 2 seater do always open up without anyone touching it. it is now three weeks that I am trying to get through the number that Harvey at lakeside has given us to contact customer and no body answers the phone. I have a 20 months toddler that has been hit once and fear that it may happen again. now I have left it on the open possition and trying to see if i would be able to speak to someone. I have a three years customer care insurance on it. the number given to me is 08003584838.

Thanks

Dear Watchdog,
We purchased a very expensive dining table with 6 chairs and side cabinet from Harveys on the 3rd of May 2009.
When we received (August 2009) the side cabinet it was damaged internally, so we asked the delivery man to make a note and request a new one. No news until Janury 2010,so we chased them and they said we would be contacted in 7 days. We heard nothing., On 22nd March we called customer services again, spoke to Tracy again they will call back, but nothing. Called on 9th April and spoke to Jason, and got told more lies....guarantees and promises. We spoke to the store manager who refused to help us.
By January 2010 we noticed cabinet also started fraying on all the sides. This is supposed to be made of solid wood and the colour is coming off!!
The item we purchased was a Venezia Dining table and display unit. We paid 1800 pounds.
Any help from you would be appreciaited.

Best regards

Arun

Ordered leather furniture to the value of £2700 in January and paid £500 deposit. Told early April items ready for delivery and the balance would need to be paid prior to delivery. Balance paid. The deliver people arrived earlier than expected. They got one of the items (armchair)in to the house, but then didn't try the 2 or 3 seater sofas as 'they won't fit through the doors'. The doorways are standard and we had taken off the doors to make things easier - both for us taking out the old furniture and the arrival of the new items. They took the items back to the store and we were 'told' to go and order something else. AT NO POINT WERE WE ADVISED THAT THE ITEMS WE HAD ORDERED WERE LARGER THAN AVERAGE. Manager ignored us, but eventually we were told that if we cancelled or changed the order there would be an 'administration charge' that would be at the discretion of the area manager! If we ordered something different we would need to pay the difference between the two orders before it could even be ordered. So Harveys had our £2700 for around a month. We cancelled the order and had to lose £600 for doing so. It has taken us weeks and many, many phone calls to get the money back, and we will NEVER use Harveys again. We had sent a letter of complaint to 'customer services' - can't the Trade Descriptions Act come into this!! - but of course, have not received even the courtesy of an acknowledgement. AVOID HARVEYS LIKE THE PLAGUE!!!

My husband and I placed an order for bedroom furniture, a sofa and matching armchair and a sofabed on the 31st December 2008, this order is still not closed as I have not received satisfactory items.

Our order was delivered within the time period stated. A day or so after the delivery we noticed that the arm cover on the sofabed was faulty as the seam had come away. I received a letter from Harveys requesting me to send them a colour swatch and a replacement cover would be sent to me. This was received at the end of April 2009 but was totally the wrong colour! After calling Aftersales many times, I was offered a replacement sofabed. Many many calls later, all instigated by myself (they do not return calls or keep you informed) and following the attempted delivery of the incorrect colour sofa, the correct sofabed was delivered towards the later part (October) of last year. We also had to include the Eastbourne store salesman in the situation as we were looking at compensation which they wouldn't deal with until the situation was resolved. All they would offer as compensation was 10% of the sofabed and the delivery charge, this for months and months of phone calls, arguments and stress.

We thought that this would be the end of it but no it wasn't!! This replacement sofabed had its own problems, a very clunky noise everytime we sat on it. We called Aftersales again and we were told that someone would be round to inspect it. The were and sprayed it with some sort of furniture WD40 and put some more nails in the frame. We were told to see how this was but as you can imagine, it didn't help and the noise and frame moving got worse. We were told a second company were going to come and inspect the sofa......I heard nothing so chased it up. This then wasn't the case and nothing had been done! So they decided that we would have another replacement sofa. So we started another seven week wait. I then chased it up and the person didn't know what I was talking about and nothing had been ordered! I was then assured that sofa was now being ordered and it would take seven weeks. After seven weeks I chased it again to be told that it still wasn't in the warehouse and to phone in two more weeks, I did and was then told to phone after the 24th May (this month).

I have never ever had a phone call returned, never been called back when told I would be. Never been informed about delays and problems internally. They have tried to justify things by blaming internal communication (my problem??) The whole experience has been really terrible, totally unprofessional, dealing with people that have no way had Customer Service training, and has been very stressful.

Obviously nearly seventeen months after my initial order I am still not satisfied as my replacement sofa has not arrived and whose to say that this one will be okay. I have asked for a refund a couple of times but get told to contact the store but I already know that they won't do this as I only received the above goodwill gesture.

bought a metro multimedia unit in July 2009 in a week the veneer had bubbled up ,was told some one would have to come and look/repair it.They tried but said it was to brittle.New one ordered, after several phonecalls that have you waiting for ages we had another one delivered,that was faulty more long phonecalls, finally had another one delivered in Feb and the same thing has happened again veneer has bubbled ,man has been out cannot repair it another one ordered,supposed to have next week !This does not give much hope of this furniture lasting very long.
we also bought a new bed & matress from Bensons at the same time the stitching was unravelled, it took 4 matress later to get one that was not faulty,they even had quality checked labels on.(they should have gone to specsavers)Ithink Bensons are part of the same group
That is the last time I buy anything from either store as the quality is very poor.

We purchased 2 settees and a chair from Harveys May 2009. When we paid for delivery we were told we would have a choice of dates for delivery. I only work 2 days a week yet when Harveys rang to arrange delivery all of the dates offered were on the two days I work. My husband had to speak to our local store manager who then arranged for delivery on a day when I was at home. When the furniture arrived 2 of the settees were damaged. Harveys re-ordered 2 more settees which arrived in September 2009. One of these settees was damaged so the delivery men took the replacements back and ordered 2 more. I queried at the time whether or not the chair should be replaced as the new settees would probably by now be a different batch and would not match but was told to wait and see. In December a third lot of settees were delivered and they were a different shade to the chair,so the delivery men took the replacements away. I then refused to speak to the customer services department and rang head office and said I wanted to speak to a manager. I was contacted by a Mr John Williamson who arranged for the whole order to be replaced and he assured me that the furniture would be perfect when it arrived. We finally received our furniture undamaged in March 2010 and we are now sitting comfortably!

I have just paid harveys £2100 in full for two sofas with recliners, I was told it would be 8/10 weeks before they could deliver, after seeing watchdog tonight I checked my customer Receipt for terms and conditions and it clearly states no changes can be made to this order after 24 hours.
after reading these comments I would of canceled my order,I also purchased a 3 year insurance which is supposed to cover everthing from accidental damage fire,faulty or bein badly mamafatured, so I will have to hold my breath on this and hope I do not have any problems.
I will update when it arrrives but it seems to me that because they are the biggest furniture outlet in the UK they do not care about the bad pulicity they get as this is only a small minority of the customers that are affected

I can't believe It!

Me and my mum have just put together a letter to send to Harvey's (on the instruction of our credit card provider) as we have had problems an now want to wash our hands of harvey's, we want our money back and have been told by our store 'a refund is not an option' we will now use the email on your website as well. Fingers crossed we'll get a result.

Thank you watchdog at least we now know we are not the only ones having trouble.

After spending £1500 on a corner suite in May, the armchair broke 2 weeks later. Harveys sent an "engineer" to look at it and we were told it was our fault it had broken and they would not be repairing or replacing it! After calls to Trading Standards and many calls back to Harveys an independent engineer repaired the fault but the armchair was not of an acceptable standard. It has been the worst purchase in my adult life, I really dislike the suite, the quality is poor, as is the aftercare service you get and I would never recommend anyone to buy furniture from Harveys.

In August 2009 I ordered from Harveys a three seater and a two seater settee. Delivery date was set for November. On the day the delivery man delivered the three seater, but the other settee on board was also a three seater. He told me they had probably sent the wrong one by mistake. After many phone calls and a letter I was told a new two seater had been ordered and would be delivered around the 1st of March 2010. Eventually after many more calls the two seater was delivered yesterday, 12th May. We rejected it because it was at least two shades lighter than the other settee. I am pushing to have two new settees ordered, as yet we do not know what is going to happen

i am so glad to here that watchdog has highlighted harveys i ordered my 3 2 1 sofa from harveys may 2009 i was told i would recieve it 16 or 18 weeks later surprise it didnt come then when it came it was a disaster leather was torn stitching bursting leather was all shaded and pin holes round stitching that was the 2nd october i phoned they ordered me another one it came jan they guaranteed it to me for christmas for a start it was worse than the first one i got a phone call on tues saying that my 3 2 1 is coming next thurs i will get a text the day before i am raging the way i have been treated as a customer the 321 was 2500 they got their deposit right away i am sick ringing them it seems like pass the problem everytime they said they will compensate me 300pound when i get my furniture i find it hard to believe it has cost me a lot of phonecalls waiting can u help me i dont no what to do if my 321 comes again on thurs and its not right im sick of the way ive been treated and am disgusted with them please tell me my rights as a customer thankyou

Dear Watchdog

We ordered our zanzibar dining table & 6 marianne chairs in september 2009. 5 weeks into our order, harveys in Bristol rang to say that this range had been discontinued & would we like a refund or choose another dining table, we went with the latter. Our chairs arrived in october, but a pair were faulty, so rang up customer services & arranged another deliver date. We waited & waited & in december, just before xmas they arrived, only to be in the wrong wood finish! Again rang up & arranged delivery, 7 February 2010 the replacement chairs came but again they were the wrong wood finish! Rang customer services, this time they assured me that there would be no problems & we'd have the correct chairs!

9 march, chairs came & again they were wrong!, again in april they sent us the wrong chairs!!
Everytime we rang harveys we were always on hold for 15 minutes or more until you actually spoke to someone!

Yesterday our chairs finally arrived & they were the correct ones we ordered!, they came by courier service!

I have written to haveys, on 10 march 2010, sent letter by recorded post explaining the above & to this date they have not aknowledged if they recieved the letter or not! not even an apology by 'phone!

I will not be buying any furniture from them again!!

I bought a sofa and table and 6 chairs from Harveys in Christchurch, the service from the staff was good, and we bought the show room sofa so that was not a problem, however I paid in full and bought my table on the 1st of February were told 8 weeks for delivery. Hopefully it will come next week or maybe the end of May we are told!! 4 months later waiting for it to arrive. I am hoping after reading these blogs that it will turn up as promised.

Last November we ordered 2 suites from Harveys. They were delivered in February with torn lining, damaged leather and a section of settee missing (the important corner piece on a corner suite)... The countless hours wasted waiting for the store manager to never ring back and on the phone to 'customer services' beggars belief, the whole thing seemed to take over our lives for a time. Harveys had an upholsterer make good the damage, the final section of furniture was delivered mid April. Despite repeated requests in writing, at no stage have Harveys offered any compensation.

i bought a corner piece and bedroom furniture from harveys last year and haven't had any problems with it.

Hayley at 9.10pm: Look at all the posts on here so far, take on board what has been said on the programme. The fact that no-one from Harvey's was prepared to take part in the programme says it all.

I couldn't believe it when i saw what was coming onto watchdog.
We are in the middle of an ongoing nightmare with Harveys. After saving our wedding money for almost a year until we found our perfect furniture and had our own house to put it in, my husband and I chose Harveys to purchase our furniture from. We spent almost £4000 on settees, dining table and chairs and completely new bedroom furniture. First we ordered a corner sofa and then discovered on getting the keys for our house that it was too big. This was only 2 weeks after we placed our order. We were told there would be an administraton fee of anything from 10 to 50 percent of the cost of the sofa. [Staff reference removed] The assistant manager dealt with it and ordered 2 2-seater recliner sofas for us with just a fee of 10% of cost of sofa (I still feel there is no need for this charge when the sofas take 26 weeks to be delivered). We had ordered a foot stool at £299 which we told them to keep on our order. The time came for our furniture to be delivered which we were promised would all come together as we both work full time. We were then informed it would come in seperate deliveries as some comes from glasgow and other parts from newcastle. Luckily by now i am on maternity leave and due to have my baby in 5 weeks. First the sofas were delivered along with the bedroom furniture. I was shocked to discover that the bedroom furniture came flat packed self assembly and yet we were told in store that everything would be assembled by the delivery men, hence the hefty delivery fee which included assembly. I queried this [staff reference removed]. As the bedroom furniture started to be built up, it was discovered that one of the doors to the mirrored wardrobe was cracked down the mirror, my husband phoned the shop, told to phone customer services. They said it another would be sent out in 3 working weeks. Then as the work progressed lo and behold three main pieces of the wood on one of the side units were also cracked. As this is a whole over bed unit with no side unit the top parts cannot be assembled. By now it was too late to phone either the store or customer services. I phoned the store next day very upset and angry. [Staff refence removed] I was told I'd have to phone customer services the next day. Customer services have promised me that i will receive the replacement parts in 7 - 10 days after I explained that i am due a baby very soon. I also insisted that the broken parts be uplifted within two days as these were a danger lying in my house. [text removed]. I also knew that a van was delivering my parents furniture on the wednesday so it could be collected then. The van came on wednesday as arranged but the men had only been told to pick up the mirrored door. I told them they were not leaving until id called someone in charge. I phoned the store who contacted the warehouse and they were told to take the pack. I told them they couldnt it would have to be just the broken parts as customer services told me they cannot send out a new pack just the damaged parts. The delivery men [text removed] put the whole unit pack into the lorry. I followed them and started to pull it back out, showed them the broken parts they were to take and nothing else and told them theyd have to carry the rest back into the house. [text removed]. We have also not received our foot stool. I contacted the shop and told them, and i was called back and told this had been left out of the new order. I said that we have paid the £299 for this therefore we either wanted it ordered or money back. Store insists we have not paid for it so i now need to look every piece of paperwork out to prove we have paid for something we havent received.
I am just hoping that we get all the parts in the timescale given and get this whole fiasco sorted out [text removed]. Our dining table and chairs seem to be fine although again the table was assembled but not the chairs??
I am very angry with Harveys and will never buy from them again nor will i recommend them to anyone, quite the opposite.

Below is the text of our complaint with Harveys who failed to deliver a dining suite as advertised and promised for Christmas. Although they refunded our money they offered no form of compensation. They did offer to loan us a dining suite for the Christmas period but we refused as they obviously were not in a position to deliver our order until more than likely some time in February at the earliest despite accepting and confirming that out order would be met in time for Christmas.

We purchas the goods after viewing them on line and seeing them advertised as being delivered by Christmas. We visited the store in Taunton who acception our order and again they we displayed as being delivered in time for Christmas and although we placed the order we did check with the salesman about delivery for Christmas who went off made a phone call and came back and confirmed delivery would be before Christmas so we placed the order. Furthermore the bottom of the invoice shos "APPROX 3 WEEKS" for delivery.

We hear nothing so contacted Harveys via phone and were advised we would to check with UNITRANS WAREHOUSE to confirm delivery which we did to be told daily they were awaitng the table to be be able to deliver. Finally on Friday, 18th December after many calls and waiting to speak to people we were told that they could not deliver due to a ship being delayed and not arriving until mid Januaryt 2010. Someone in their organisation must have known that:

1. They did not have the stock at time of accepting the order.

2. That they ship was not going to arrive until mid January. Ships doe not travel at great speed so they must have been aware that this ship would not be arriving in time to complete the order.

Further calls were made to Harveys store in Taunton to question why we were not informed earlier produced no answeres then on Friday 18th december we were offered the loan of a table and chairs for the Christmas period.

They returned our money but refused any form of compensation for our time phone calls and inconvenience of having to make alternative arrangements for a large family gathering for Christmas which we had ordered the table and chairs for.

I still hold copies of all communications and invoices etc. Needless to say we would not recommend Harveys to anyone. They let us down even after confirming that delivery would be made, the warehouse for several days simply said they were awaiting delivery before finally admitting that a ship was delayed. The warehouse is, as I was advised later part of their group also, so someone must have been aware of being unable to fulfill our order and no doubt hundreds of others who they took orders from whilst advertising "DELIVERED IN TIME FOR CHRISTMAS."

I did raise the matter with Trading Standards and was advised later that the matter had been raised for consideration as a "mis-advertising" matter to be looked into.

WE WOULD NEVER DEAL WITH HARVEYS AGAIN NOR RECOMMEND THIS COMPANY TO ANYONE

I bought a very large electric reclining sofa (pasadena) from Harveys, and they delivered ahead of schedule. They guys that delivered it didn't fit it together correctly, but it was easy to see how it was attached so I adjusted it before moving it.

I have to say I have not had any problems with it at all aside from trapping the cat in it whilst closing it - but now she has learned to keep away from it!

What I would say though is that on inspection, the quality of the leather is superb, the underlying frame made mostly of plywood (which can be seen under the open recliner) is fragile. I would imagine that sitting on the foot rest whilst reclined would put such a massive amount of leverage on the fixings that it would break regardless of what its made of. If you've got kids or can't be bothered to return it to the upright position before getting up or sitting down then it will get broken and a split in plywood is quite terminal especially when you have to remove the leather to get to it.

I would say its a good sofa, but its not indestructible. If you want indestructible get a plastic chair from Ikea. I'm not convinced that the failures shown on TV are a result of the sofa itself, but more to do with it not being put together correctly or clearly abused.

The companies lack of response to customers that are having problems seems to be ubiquitous among large companies where you simply can't get the personal service you are after. I wouldn't waste my time in a phone queue, you get much better response if you still have the card for the guy that sold it to you and you go see them in person.

To all people with problems. Please remember that under the Sale of Goods and Services act goods must arrive fit for purpose and last a reasonable length of time.

If a £2500 suite of furniture falls apart after 15 months any judge or magistrate will agree that it had not lasted as long as could reasonably be expected. Therefore take Harverys to the small claims court, claim the amount of money you paid plus compenstation for aggravation, inconvenience, expense of emails, phone calls and letters.

Make them pay! If they do not attend it is found in your favour and should they refuse to pay the judgement you can send the bailiffs into their store and seize money and/or goods to cover the amount owed to you!

Dear Watchdog
We ordered a bedroom mirrored slide robe from Harvey’s of Hull on the 30 Dec 2009 for my daughters bedroom. Having looked at the display models we choose the Amalfi range and ordered a 3m unit as per the brochure supplied by the store.
All progressed well and final payment was made a few days before delivery as per the requirements of the company. The goods were delivered and placed in the bedroom awaiting fitment the following weekend. We had had the bedroom decorated professionally to meet the size of the units as these would cover a full wall.
The day came to fit and to our horror the units supplied were only 2.5m in width and not the ordered out of the brochure at 3m. The store was contacted and after some 2 hours we were told that the brochure had been a miss print and in fact Harvey’s did not produce a 3m unit in this range.
Our choice was to accept the units at 2.5m which would mean a large section of wall was undecorated send back the units and choose another range. (And wait 6-8weeks0 or get a refund.
Under pressure as my daughter had no storage (She’s 7) we had to back down and keep the 2.5m units and was offered a £200 refund. While this sounds fair we then had to purchase a chest of draws to fill half the gap which surprise surprise Harvey’s would do for £200 but it would be either a shop display or a wait of 6-8weeks. By this time my wife was spinning of the ceilings so we settled for the display model and had to pick it up from Hull.(We then had to get the decorator back £50.00)
This was not the end as the shelves supplied did not fit and when the store was informed we had to wait , yes you guessed right 6 -8 weeks for delivery to the store. Again we travelled the 12 miles to finally pick them up.
That’s the saga about the supply service and customer service of the local stores. The next problem with Harvey’s is the instructions when installing the products. The units on a whole construct well until you get to the final hanging of the middle mirrored door. The instructions tell you in pictures to line up the door and move upwards and hook over the top runner. This is a 2 man job which due to the weight of the door is not easy. The door was slid into position and bingo, or not so bingo, the rollers screwed to the top of the door had made scrap marks to the 2 outer doors.
We were told to put in writing which we did and waited and waited until l finally we rang them to be told we had sent to the wrong address. It would now take another 2 weeks to get to the customer service department. (The address which we sent to was the address on the invoice!!!!) Finally the letter got to the customer service department and following a telephone conversation we were told to expect a reply within 14 day.
The reply was sent and you guessed in a patronising way it read it was out fault.
I would never use nor would recommend the store ,and l would think after this amount of complaints Coronation Street would pull the plug on the connection with “Harvey’s the furniture store that create misery to customers”.
Mark

We ordered a Wardrobe and Sofa from Harveys on January the 2nd with an estimated delivery time of mid - end march. However after chasing this up, it turned out that they had no actual date for delivery in the system and that it would probably be nearer May time. We were so angry that no one even bothered to contact us to inform us of the delay and when we did contact the store they showed us absolutely no remorse whatsoever and quite frankly didn't care at all. I consider our case lucky compared to some of the other posts here as after requesting a refund, we got our money back within a few days but Harveys really have to invest more in customer service training as its is really poor and I certainly will never enter their store again.

Thought there may be a difficulty with size of 3 piece suite - told if it wont get in Harveys would charge a small fee to return suite.When pressured for exact fee was told 20% of cost of suite.That was £360 if we accepted!! Bought elsewhere without a problem.

I ordered £1800's worth of bedroom furniture from our local Harveys in February and was really pleased when instead od taking 8 weeks delivery it was here in about 3.....but one of the sliding mirrored doors was damaged and so was a bedside cabinet. Reported it to the store the next day and a replacement was ordered. Then realised the other wardrobe door was also damaged so reported that to the store as well who ordered another one.
After about 3 weeks or so the mirrored sliding door arrived with the bedside cabinet. The following day tried to fit the new door and realised that it was also damaged in the same place as the other one...phoned Harveys straight away and they ordered another one...(no sign of my other wardrobe door as yet) waited another few weeks then had a txt to get me to ring for my delivery slot. After doing so which took a good 30minutes was told between 12 and 3 and that the driver would ring me about 12.....no phone call....rang the delivery place again and someone different told that it was being delivered to the store because i hadnt paid delivery charge!!!!! That was then about a 45 minute call between me, them and then Harveys...
Harveys said they would deliver it to me the next day but i said that i wanted to check it first....but they opened it and said that it was damaged but it was so small that you could hardly notice it. I went to the store to have a look and decide to take the door as i was so fed up of waiting.....but still no other wardrobe door....they had no record of it being ordered.....apparently though it should now be with me on Tuesday...lets wait and see...WILL NEVER DEAL WITH THEM AGAIN. nearly 4 months waiting time.....it's a joke..

Dear Watchdog,

My husband and I ordered a corner group from Harvey's which arrived within the time scale and was great. Except for the fact that it wouldn't fit through our front door! Not because the door frame was too small, it was because our porch celling was too low! Harveys were great initially- allowed us to order something else, waivered admin charge etc but since they it has been a complete nightmare. We were very worried that the next suite wouldn't fit so went to the trouble of measuring every available space and even made a wooden frame to double check! Turns out not even a 3 seater would fit so we opted for two 2 seater sofas- one with a sofa bed and the manager of the store was well aware of this as we spoke to him at great length. Also order a dining room table and 6 chairs. Waited 4-6 weeks and nothing happened. When we phoned the store to see what was going on it turned out that the manager had ordered us a 3 seater sofa!!!!! So the entire order had to be cancelled to start all over again! So we waited another 4-6 weeks. Our sofa turned up but not our dining room table and chairs. Rang Harveys- someone had put a delay on our order for 4 months time!! Waited another 4 week and the table turned up with only 4 chairs instead of the 6 we paid for up front. Never once has one of my phone calls been returned and the customer service has been disgusting. Am now waiting another 4-6 weeks for 2 chairs and I am extremely concerned that the leather will not match. Ironically I asked Harveys about compensation and they said they could not discuss it until all our furniture had been delivered!!! Unreal!

Bought 2 sets of bedroom wardrobes (lima range) from Harveys junction 27 leeds on 7th jan 2010. Both sets were delivered within the quoted delivery time (6-8 weeks). I disassembled and disposed of our existing bedroom furniture so that i couls assemble our new wardrobes (all our clothes and items we usually store in the wardrobes were in bin liners and suitcases pilled up in the bedroom). I began assembling the smaller wardrobe first and after half an hour it became evident that not all of the screws and fixings to put the wardrobe had been delivered much to the distress of my fiancee who was in tears. I reported the problem to customer services. I told them exactly which pieces were missing and they told me they would send them within 2 weeks. By mid-march (approximatley 4 weeks later) we received the parts. I began again to assemble the wardrobe only again to find not all the correct parts had been sent. The next morning i contacted customer services informing them of the problem. The unsympathetic member of the customer service team quoted me 6 weeks to receive some more parts as they had to be sent from Germany. I replied by saying this was not good enough and that as it stood i had paid nearly a thousand pounds for some planks of wood!! The lady kept giving me the same response that "any defects not identified at the point of sale should be reported to after sales within 3 days of delivery". I informed the lady that what she had told me had no relevance to my situation in that THERE WAS NO DEFECTS I JUST HADN'T RECEIVED FULL DELIVERY OF THE PRODUCT I HAD BOUGHT! The customer service member kept repeating the company jargon like a robot and then said “we are going around in circles” (no sympathy shown whatsoever). I asked to speak to her supervisor and was declined. I asked to speak to someone about a refund and she said there would be no chance of a refund. I went to the store who said i had to speak to customer services about the problem. One response from the store manager was “we can’t help it we have become such a big company” (unbelievable!)
Basically 5 months on the first wardrobe is still without all the necessary parts. My partner won't let me disassemble the rest of our bedroom furniture to build the second wardrobe until the problem is sorted. I'm just praying we won't have the same problems with the second wardrobe but after my experience with Harveys and after reading all the other complaints i have little faith i will have a complete second wardrobe.

dear watchdog
we ordered some wardrobes in jan 2010 they were delivered 3rd march some of the parts were wrong when we finaly got through to customer services they ordered the correct parts but they would take 7 days this then went to 14days then 21 they were delivered on the 9th april wrong again after many phone calls and emails which they do not reply to so its a waste of time sending they still have not arrived all customer services say they have been put on a spread sheet and should arrive not sure when as they are not botherd.i have asked for a refund but have been told that because i bought them on the net i only have 7 days to cancel and as they are part built i can not return them the customer service is rubbish and i will never buy any thing from again.

I brought six chairs from Harveys and a dinning room table about four years ago. Not one of them was substantial.

My daughter was actually sitting on one about four weeks ago and the chair snapped in half at the seat join and hit her head on the wall.

NOT HAPPY!

As a former employee I can confirm that Harveys do have a lack of communication between stores & a blinkered headoffice team, the people who run the company have never had a days dealings with the shop floor, no-one of senior position has worked there way to the top & to be honest there is no scope for doing so.
For that very reason there's no understanding of how the frontline staff are coping with little if no knowledge, sure they'll send a memo down stating how everything's going well & how profits are on the up... but surely if they weren't so blinkered then they'd understand that, by looking after the customers they do have instead of targeting the customers they could lose to competitors, they wouldn't be receiving the negative publicity they're currently experiencing & like wise... if they knew what the customer, that's trusted them with there hard earned cash, is going through then they wouldn't be offering such poor customer service.

I purchased a leather suite from Harvey's Dunfermline branch 5 years ago and was encouraged to take the extended warranty on the product to guard against damage to the framework, saggy cushions etc,
However after 2 years the cushions of the settee had quite noticably sagged and i duly contacted them and they sent someone out to check on the problem, and after inspecting the the settee the person reported that this was not covered by the extended warranty that i had paid almost £300.00 for. - In Short think very carefully before agreeing to this.

RIP-OFF SPRINGS TO MIND

I brought some furniture from Harveys bank holiday monday 3rd May. I'm just quite worried now that this will go wrong! we were advised a delivery around 12-13 weeks. We are moving to a new house and so spending £1800 on new furniture is money we can't afford to lose! fingers cross Harveys will get there act together following Watchdog's feature.

After watching your programme last night, we have been having on going problems regarding our reclining chair. When reporting the fault the chair was 13 months old. We are still paying for this furniture and they are saying they wont fix the recliner and the springs in the cushion as it is due to wear and tear. We paid over £2000 for everything. We respect and look after our furniture and when the assessor came out he told us that he believed that the fault was there from the start and had gradually got worse. It needed a new recliner mechanism and cushion interia.

I was under the impression that the parts were on order and when contacting them today after seeing your programme yesterday they told me there were doing nothing more and I had to pay for an external assessor to make a report and contact them.

Please please help us. I feel that the item is faulty and should surely last for more than 13 months. We need someone with knowledge of the law to back us up. If I stop payment this will effect my credit rating but I am paying out for sitting on what seems like a sack of potato's.

Whilst I sympathise with everyone who has had poor service - for those that state they "will never deal with Harveys again" - please think about us British manufacturers who are constantly getting tarred with the same brush as importers (who can have more suspect lead times and quality controls).
I work for a family owned furniture manufacturer supplying good quality British made dining and living room product. We take full ownership of the customers order once Harveys themselves have been paid and we work to a strict 4 week lead-time - delivering direct to the customer's home with our own delivery crews. We have consistent praise for our service levels as we also have our own after sales service centre that deals with any problems.
Rather than penalising all manufacturers - maybe we should encourage consumers to ask this simple question prior to purchase - "Is this British made?"
This way we can ensure that good retailers such as Harveys can concentrate on sources that are closer to home and therefore better placed to satisfy the needs of the consumer rather than concentrating on price, price, price.

Nothing has changed with Harveys over the last 15 years. I am amazed that people are still buying from this imcompetent company.

Glad to see Harveys being brought to book for the awful service provided to customers, myself included.
My story is as follows, my wife and I went to the store in Bristol in Oct 2009 and purchased a table and chairs for our Bristol home and a sofa for a holiday cottage in Devon.
We were given an absolute guarantee of the table and chairs in time for Xmas as we pointed out that we had given our set away. The sofa was to arrive in Devon by Feb 2010.
The sofa never arrived even though the store in Bristol assured us it had, we were told that the delivery people take a picture of proof that they had delivered, e,g, your front door. This I found insulting.
We were called a couple of days later to inform us that we indeed had not taken delivery of the goods. After more promises broken we demanded our money back and in all fairness they paid promptly.
Onto the sofa, after a number of failed delivery dates, the sofa spent some time on the M5 going back and forth between Cardiff and Basingstoke, Cardiff deliver to Bristol, Basingstoke to Devon (see the problem ?). Sofa finally arrived in Devon to holiday home on a Saturday morning, support leg of sofa broke on Saturday evening. With holiday makers coming in the following week I had no choice but to make a temporary repair to the sofa. I informed Harveys of the problem the following week and a date was arranged for a repair man to sort out, he did arrive but for some reason did not attempt the repair, made some excuse and left.
I heard nothing from Harveys so as usual I had to call them, I was told that because I had made the temporay repair they would now have nothing to do with the sofa and my guarantee was now null and void. I tried to explain that I had to make a repair, obviously due to timesscales Harveys couldn't. The customer service rep advised me that there was nothing I could do and refused to grant my request to speak to someone in authority. I did email Harveys on the subject but surprise there was no reply. My temporary repair has so far stood the test, I will make it permanent myself as I do not want anything more to do with Harveys. Just for the record, I have never in my 55 years complained in this manner about a service or product.
No apoligies, no explanation, first time using Harveys and last.

I ordered a dining table and 4 chairs on 29 dec 2009, was given 6 week delivery time, a letter arrived saying my order will be delayed until approx 16 february, this date came and went with no word from Harveys. I chased them up and they gave another date of 9 march 2010, again this date came and went, i called again and they said 30 march 2010, again no word from Harveys. I called customer services and they didnt have a clue when in would recieve this. The salesman in the store said there had been a fault on the first batch of tables so they had all been recalled. The second excuse was that due to the boxing day sales they had not predicted how many people would want this dining table and chairs so they could not keep up with the demand. I asked for a refund from the call centre staff and they said only the store manager could authorise this. I called the store and the manager said he needed authorisation from head office. I went up to the store to get my refund and the manager did it straight away, no authorisation from head office in sight!!
I also got a letter from Harveys two weeks after i cancelled my order (in April 2010) saying my dining table will be delayed further but still with no delivery date.
will not be shopping there again.

i have to laugh i have read all comments and all bar a few are good so this suggests are harveys bigging them selves and its probly them who are writing the nice comments i find harveys awful the staff are pushy and rude and no customer service is provided my husband and i wanted to buy goods last year but the reception we got cause i couldnt make up my mind was awful fast exit we did HARVEYS ARE A APPALLING STORE WHY WOULD CORRIE WANT TO ASSOCIATE WITH THEM maybe they will rethink now !!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!1

i first bought from harveys, wen i got married in 1995, orderd a settee nd 2 chairs.they turned up with our furniture, we werent at home 2 accept, because we werent informed that it was coming. we then ad 2 wait 4 more weeks for it. we ad it 5 months before the patern startd wearing away, the foam was falling apart aswell. they did come out 2 see us quite quickly, they took 1 look at it nd said, we should never have recieved it in the 1st place,as the whole settee was falling apart,as it was so badly made. they gave us a new 1 with in 4 months. the new 1 was great,never ad a problem with that.
we then moved abroad 4 two years, we decieded 2 buy a new unit,thought we would give harveys another go, that was a huge mistake, we paid ova 400 pounds 4 the unit, wich in 2000 was a lot of money 4 a small unit. we waited nd waited 4 our unit, was supposed to get it in 6 weeks, think it was mo like 4 months before we got it, the 1st 1 we got was so damaged that the delivery men didnt even want 2 leave it, got that changed 8 wks l8r, the 2nd 1 was even worse, by the end of actully getting our last unit (wat we thought was a fab unit) was the worst of the bunch,we ad gone through 5 units, we were asked 2 view it at harveys store in oxford, we viewed it nd it lookd good, wen we got it 2 weeks later, it was so bad it was unfunny, but was told that cos we viewd it then we couldnt do nything about it, thats fair enough, but they adnt covered it back nd was scratched beyond repair. they just didnt care about anything, would never ever use them again, i know of other friendfs this as happend 2,2. i even complained 2 watchdog in 2002 about them, but never heard back from them

dear watchdog
if only i had seen your programme before i had ordered from harveys
we have had nothing but trouble. In feb 2008 we ordered the Santiago 2 and 3 seater sofa in chocolate leather(and paid extra for the so called insurance) It arrived late. The 2seater was damaged this took over a year to be replaced with many a problem to get there. the back cushions on the three seater started ripping late last yeardue to it not being all leather (which we were never told at the time of purchase that it is not full leather) but were told this wasn't covered on the insurance but after many phone calls and letters they finally replaced the defective parts but they replaced one with leather and the other with leather effect so the problem will occur again soon. the same problem has started to occur on the two seater which remember is only a year old!!!
I am so fed up with Harveys so please could you help us as we now want all our money back and would rather have no sofa to sit on than put up with their rubbish customer service again.
MY ADVICE TO EVERYONE DO NOT SHOP AT HARVEYS

Purchased a New Padua Table & 6 chairs from Harveys on 26/07/09. Took delievery in Oct 2009, faulty goods. Delievered again on three different occasions between Dec 2009 and March 2010 on all occasions the goods have been faulty in some shape or form (ie damaged table or different colour shades of wood). Store manager has visited my home to view the furniture and has agreed goods are faulty but say that I need to contact customer services. I point out that my contract is with the store not customer services, this is who I have paid my £857.00 to. An offer of 10% of the sale price to be given back if I keep the goods, this after I have given up with the fourth attempt at the goods being re-delievered. The offer is raised to £120.00 after some communication between the store and myself, I decline. Customer services and I haggle with the store for a better offer for me to keep the furniture as I have had enough of the whole thing. Finally get customer services to get me £180.00 from the store and kept the furniture. Cheque has just arrived on 14/05/10 for the £180.00. Purchased other furniture from the store at the same time in the way of a two setter leather suite and two recliners had trouble with the recliner and damage to one chair on receiving the goods. Would not recommend Harvey to any family or friends in a hurry. Stores managers need also to be sent on training course I feel to learn to communicate your problems to all their staff in store so as when you visit the store you are not going over old ground allthe time explaining your problem to them. HARVEYS - THE FURNITURE PEOPLE, I disagree on this.

Placed order at the Enfield store on 18 Dec, which was an armchair for parents, intended as a gift for Christmas (something to look forward to for the new year). I collected the order on 02 Feb.

However, I discovered at home that the chair I received is a different model to the one I ordered. I returned to the store to tell them this and found that the assistant did order the correct chair, but was incorrectly labelled at the distribution centre.

Store helped me to order the actual chair I wanted. Because I was told that this meant another 8 week wait for manufacturing the chair, I asked them to tweak the order by having a different colour.

The store manager has told me that he will be dealing with this personally. What REALLY VEXXED me was that I have been ringing the store every week from March to April to learn of any news and nobody was giving me any information as to what is happening. I left requests for the manager to telephone me and he has not returning my calls. In April, an assistant who answered my call claims that the order has not been put through.

I wanted an answer and NO ONE WAS HELPING ME. Today, the wrong chair is sitting in my front room, covered up so no one can sit on it, which is absolutely NOT FAIR!

I’m frustrated by the fact that the people who run a business like this are all about selling and after-sales service is non-existent.

When I email customer services in April I updated my Facebook status to reflect how ANGRY I was about the customer service of my local store. My aim is to make my friends aware of how the store has dealt with my issue and hope that they will think twice about shopping at Harveys Enfield.

On 26 April, someone got back to me via email. A standard-drafted letter of apology was sent advising me that my chair could arrive on 24 June 2010, that's about 6 weeks away from now.

They did advise me to "use" the chair, but it's here taking floor space all covered up. Will they really sell this chair after it's been in my house for virtually 5 months?

We bought a 3 seater 2seater armchair and footstool from the shop floor in Harveys in Harlow in October 2009. We also had the insurance thrown in!

WE recieved the item within a week as it was the ex display model. By Xmas the seat cushions on the 3 seater were starting to fray. we went to the store and told to call customer care. My husband did this, and was on hold for 30mins then told they would not discuss with him as it was in my name. So I called, they wouldnt send an assessor to look at the sofa as they sad it was discontinued and could not be mended or replaced. WE were advised to call the store and arrange to go in a choose a new sofa. By this time it was february! We went in looked around and decided we didnt like anything within our price range! We spoke to the manager who kept telling us that we should wait till easter for sale, and new suites. IT was as if she was trying to not let us buy a new sofa!!!
WE went back in a week or so later nad still nothing, but the manager said keep waiting! I asked for a refund and she said 'oh we dont do that'!
After months, we finally got them to agree to a refund after threatening legal advise. WE would not deal with the manager only the deputy (who was very helpful). We got the agreement for refund and ordered a new sofa with another local store within a week and had the old sofa collected and the new sofa delivered on the same day 10days later. By the time the sofas were collected there were holes in the fabric on the three seater and footstool it was embarrassing! we still have photos as proof!! the Harveys delivery guys saw our new sofa and said 'can tell thats not a harveys sofa, it looks like its been made to a high standard'!!!!!!!!!!!!!!!

We will never buy anything from harveys again, their customer service was appauling!

on january of 09 , i bought 6 kitchen chairs from harveys store in halbeath retail park fife, scotland. in may of 09 2 of the chairs developed a fault, the stitching came away. i contacted harveys and was given a phone number to report the fault i foned the number and was told that they were sending an engineer out to look at the chairs.he came in june looked at them and told me they would be replaced,i waited until september then phoned the store again and was told they would do something about after half a dozen phone calls being told the same statement of they would do something about it a decided to contact trading standards, i recieved a leter from trading standards in march 2010 to go into the shop to pick 6 new chairs as they did not make the ones i already had any more they said it was a discontinued line. picked new chairs recieved them 10th of may 2010 ,11 months after i complained low and behold parts missing of 2 chairs had to use the old chairs parts to which they were supposed to pick up when they delivered new chairs which was tod of man delivering goods we only drop off not pick up and 2 of the chairs were completely wrong they didnt assemble at all wrong seats to bck, phoned harveys again and told them 2 chairs wasnt right i now want my money bck for those 2 wrong chairs as i am not waiting asnother 11 months for 2 chairs now was told i would get my money back when they pick up the 2 faulty chairs its now 15th of march and still waiting

Dear Watchdog.
We ordered in July 2007 a dining room table and 6 chairs from Harveys. Late November our new furniture arrived, sadly the table was damaged. We completed the delivery slip advising the problems and also contacted the store, another set was ordered.
To this date Saturday 15th May 2010 we have had at least 5 replacements which have still been either damaged or colour mis-matched, to add to the problems on one occasion the delivery driver damaged one of the carver chairs so then that needed replacing!!! Constant phone calls to Harveys are long winded and endless being told someone will call you back........NOTHING!!!!! On one call I made i was told there was nothing more that could be done so as i gesture of goodwill they will send a french polisher out to try and rectify faults. As you can imagine i was not impressed with this and lost my cool demanding to speak to head office or someone that was actually able to help and finalise this mess with a full refund..... I was told i could not speak to head office and someone from customer services management would call me back.......NOTHING!!!!
Eventually my husband managed to speak to a supervisor who agreed the problem had gone on and they would rectify it, my husband advised them they had 7 days to sort the problem out and contact us back with how the problem would be resolved or we would take them to court and demand a full refund. Two days later we were contacted and advised that a full replacement brand new dining room table and 6 chairs had been ordered, this was on the 9th Feb 2010. My husband also demanded that they were not to even consider delivering the furniture without it being inspected and having written confirmation the furniture was in 100% perfect condition or we would not accept it on delivery and expect a full refund within 7 days.
So to date that is where were still at WAITING...........
I would never recommend Harveys to anybody I think we have been above and beyond patient!!!
Claire

Dear Watchdog
We had six chairs delivered in July and six of them were faulty. And they were the wrong color. We were told we would get replacements but after two months later we are still waiting. We call them up the local Harvey store they said roughly 6 weeks they should be delivered..waited nothing, went in store complain 6/7 times the manager was not very helpful at all, he was really rude. We got £500 cut off on our prices because of long delay.
The harvey store started taking money out are account which our goods weren't even complete. Stop the account. Waited another two months. Poor Services indeed. Called them up the local harvey store in Northampton, Riverside Park, we claimed that the chair faulty we didn't get right color was wondering when they actually were going to come, found out they stop producing the color we wanted we were promised for that and the manager refused to change the chairs. So I went on the directgov the customer legal helpline told them everything and they sorted out, after 30 minutes, the manager itself, he accepted nicely with a apology that, we will get a full replacement on our chairs and guarantee along with it.
Nearly a whole year, the dining table worth £2,000, its ridicolous the manager is rude, they don't have the information, why promise to a customer when they won't get it, if they know the information why don't they inform the customer. Less hassle and could sort out the mess.
If anyone got same problem as me, I advice go on the site - directgov or www.communitylegaladvice.org.uk/ and call them up on right section and they will sort it out, I thought it was only me but its shocking that other went through same thing as me.

We ordered the Baltimore flip top dining room table and 4 high back chairs from Harvey's - Farnborough store on 2nd January 2010. We were told it would be 6-7 week delivery and we would have it by the middle of February, on 19th Feb I made the first of many phone calls, each time I phoned I was given a later date, like most people, we were the ones who made ALL the contact, we never received ONE phone call from Harveys. When the 6th date we were given past (April 2010) I phoned the store and spoke to the Assistant Manager (who had been the saleman who had sold us the furniture) I was very angry as we were being constantly fobbed off and when I told him that I had read lots of very bad reviews on reviewcentre.com his exact words were "they always write sh*t on the internet" When I then spoke to the store manager the next day and told him this, he told me his assistant wouldn't say that and that I was lieing! I asked to cancel the order as it was the middle of April and my furniture should have been delivered in the middle of Febraury, he just said "well you're not cancelling it, it's too late, you ony have 24 hours to cancel an order" We have now got the furniture, the table is damaged, it is poorly made and wobbles and has run marks down it from the wood stain, we have been offered £60 compensation for the delay in delivery, should have received a cheque 3-4 days ago, not holding my breath and have Servco coming out on Monday to look at the damaged table. Really fed up with the whole experience. Am now going to email the Watchdog Harveys Customer Service. Will NEVER shop in Harveys again.

I take it hayley works for them, she must be their only satisfied customer

i have exactly the same problems with Harveys as the others on this site they have a general lack of concern as soon as they have your Money and are versed in stalling and promise tactics none of witch ever come to fruition.still waiting for my undamaged sideboard only had five so far. Barry

Dear watchdog
I also got 1 single and 2 three seater recliner suite from Harveys in and it was faulty at the time of dilvery I.E it was scrched and we reported to the driver on the spot and he did take a note of it and then harveys send out one of there own engineer to chack the damage. as being disabled he asked if we have checked the rest of the sofas and if it was ok for him to check the rest of the suite for me and it was him how found rest of the fauls with the set. which was a rip under one of the arm rest and discoloured patches. he ask me only to phone them after he leaves as he could only take a report on what harveys have givin he the paper work on. so i phone harveys right after the engineer left and they side i have reported to them and they will replace all of suite but as the time when on i phoned again and again and was told that it was on order and it with take as long as it takes. then one day i phone them and they said they have no record of informing them of any other damage to my suite at and this was about 7 months on and they still did not order my single recliner. i was told the paper work must have got lost and it will take anther 14 to 16 week to get it replaced. i would say i sorry is lot simler to:
3. At 8:28pm on 13 May 2010, Fran wrote:

We have had a very bad experience with Harveys and would never have anything off them ever again, it has taken us 1 year to get our suite to a good standard, the first one we received the chairs didnt match so they said they would replace the suite on arrival of the 2nd one I noticed on the 2 seater that there was 2 visible scratch marks and so complained yet again they said they would replace the 2 seater but on the 3 seater so when the 2 seater eventaully arrived it was a different shade from the 3 seater so we rejected it, we then got in touch with trading standards and they got in touch with Harveys they agreed to exchange the full suite. it has taken a year for us to get things sorted and the involvement of trading standards and I hope to never have dealings with them ever again

i bought a Nebraska suit in July 2009 which on delivery found a foot stall to be faulty, I had to contact customer services who said they could not give me a new foot stall but would have this one repaired, three weeks later a man came and took photos of the stall and went away, for weeks later I again had to contact them only to be asked if i still want it repaired, I said yes and the lady said it will take twelve weeks, after that time I recieved a call from a man who asked if I had the materials in my house because he didnt have them, two weeks later he came to mend my stall with the WRONG colour material, he said he would re order the material for me but it would be another twelve weeks, I am still waiting....... yours frustratedly Allison murkin.

im lucky compared to most, howver my delivery has a sting in its tail.

16th April furniture arrived.....took them 2hrs of phone calls to find my place.

on delivery..they took one look at my door and with no attempts, said "that wont fit in there" and then siad..."we will have to take it back and you will have to order a new one which will fit."

I then showed them my existing sofa which is at least a foot longer than the one being delivered and just as wide.

I was then put under duress of either bringing in sofa on my own or have another one delivered- I opted to get my 14yr old son to help me move it in...at this point i should inform you I am REGISTERED DISABLED.

Halfway into moving sofa the driver then forced me to sign form, no chance to read it, and with my arms full i signed form.

The delivery people did not unwrap large settee nor bed sofabed.
They did not place feet on sofa.
They did not check sofa was ok...foot would not fit on settee.
They did not take wrapping away.
They did not remove red tag from sofabed(transport tag)
They did not photograph settee in situ.
They did not return to fit foot on settee..im still waiting.

On complaining i was told "On delivery you advised you would get the goods in yourself" why pay for delivery and then just move them yourself?

Harveys, Service is a very important factor of any business...with your service, you soon wont have a business.

In late December 2008 I purchased 2 leather "club"
reclining settee's with a full waranty for 5 years (at a cost of £175)on a full invoice value of £1405.00, from Harveys store in Trowbridge Wiltshire.

In January 2010 we noticed that the Leather on the settee was seperating leaving bare patches and discolouration.

We contacted the insurance / warranty company who refused to send anyone to inspect and told us that this was a manufacturing defect and as such we should go back to Harvey,s.

I have tried and tried by telephone to explain the situation to Harvey's customer services department but have been met with rude remarks and general dissinterest, explaining that the furniture was only guaranteed to 12 months and my initial complaint was made 13 months after purchase.

I contacted the citizens advice bureau who advised me to write to Harveys citing the sale of goods act 1979 (amended) as clearly the furniture is not fit for purpose. The leather has seperated and one of the sofas has an ugly orange patch where the leather has come away.

Harvey,s took almost 3 weeks to answer stating that having inspected the photographs they are of the opinion that the item does not seem to have a manufacturing defect.

I am at a loss as to why, when the leather is clearly defective,that
this is not a manufacturers defect !!!!

They also stated that they considered the matter closed but that i could, at my expense, obtain a report from a F.I.R.A. registered furniture specialist and to submit it to them for their consideration.

Ending their letter with the words "assuring you of our best attention at all times" !!!!

I am disgusted with the service I have recieved and if I do not get a satisfactory response from Harveys I will pursue my claim against them through the courts if necessary.

Anyone even thinking of purchasing furniture from this company and taking up their "all encompassing warranty" BEWARE !!!!

On the 26th Dec 2009 I ordered various items of Bedroom furniture (5 items coming to £1,974). All were deliverd on the 16th March when the kind Delivery chap noticed the wardrobe was damaged. So the whole wardrobe was returned. Since then I have been waiting for a replacement. Harveys messed up by trying to deliver a part of the wardrobe which seemed impossible being that it is solid wood - this showed that something in their system was going wrong. I was then told that it should be back in stock on the 14th May. I phoned last Friday and was told it is in stock and that I would be getting a call to arrange a delivery date. To no suprise I didn't receive a call - I chased up this morning to be told the supplier has not supplied one yet.

What would you advise?

I am also in a dispute with Harveys. I received a 2 seater and 3 seater sofa on the 15th february which is the wrong colour and has two different coloured legs, after numerous phone calls and 3 requests for batch samples, which by the way i was told i did not need to send, have now contacted trading standards who have advised me to put everything in writing and send by recorded delivery. I am not holding my breath. I am quite prepared to take this matter to court. We should not have to put up with this.I would not buy from these people EVER AGAIN.

In april 2009 my Dad and Mum bought a 2 seater red sofa from the Harveys in scunthorpe.
It was to go upstairs so we gave the sales assistant the measurments of the stair case for the sofa to fit up, and he showed us one that he said was " specially for small rooms."
Got told the delivery day would be within 6 to 8 weeks, when the delivery man came he took one look at the stairs and decided that he wasnt even going to get the sofa out of the van! And was very rude to my dad. (which my dad did ring haveys up and complained about the way he spoke to him)
We got told we had to go back in store to organise another delivery day, when my mum and myself got threre we where told they wouldnt be delivery the sofa again, and that we would have to pick another sofa!
When we asked if we could just have a refund we where told it was our own fault the sofa didnt fit (they didnt even get it out the van) and that we had already gone past our 28 day refund policy. (of course we where out of our 28 days, we had to wait 8 weeks for delivery!)
The man in the store was extermly rude and came across quite aggresive, he told us we would not be getting a refund and that we would have to find something in the store worth the same value as the sofa!
In the end we decided to get a white leather recliner which was £500apporx, which was a extra £200 on top of the already £299 we had already paid!

I wouldnt shop in haveys again, i dont go it shops to be spoked to like something on the bottem of the sales assistancs shoe!

Dear Watchdog

We were going to purchase a new sofa from Harveys online. However we had issues with access, where it clearly stated in the FAQ's (online) that if you have any issues with access; please go to your local store. We went to our local Harveys and raised our concerns with their salesman. He assured us that the sofa we liked came apart in 3 places and that it would easily fit up our stairs (A promise which we feel he made to stop us buying the sofa from DFS we had mentioned). We purchased the sofa, chair and footstool, and upon delivery, guess what?! The sofa only came apart in two places, it would NOT fit up our stairs, the delivery guys ruined our wall, and took the sofa, chair and stool straight back with them. So since November, we have had no furniture and no money.

From day one of the problems starting, we have been in touch with the Norwich branch Management, who were rude and very unhelpful, so much so they called us liars and said that their salesman has a whitness to say that we had said thier was no issue with access, when if this was the case, why would we have visited their store, instead of ordering online? Harveys Customer Services, Harveys Head Office, Consumer Direct, Barclaycard and the Financial Ombusdsman. And as yet nobody has been able to help us.

Harveys staff are rude, liars, unhelpful, and I would never ever recommend them, not even to my worst enemy! Even when we threatened legal action, and still they did not want to help us, and tell us that we are at fault, and they will be holding onto up to 50% of the overall money we paid, as that is in their terms and conditions!

This however is not their terms and conditions of their online policy, which we would have been using, had it not advised us to visit our local store due to our access issues with our stairs.

They sponsor a family run show, and they don’t deserve to have place on our high street, let alone on our televisions.

In May 2008 we had 2 sofas delivered from Harveys, the cushions on the three seater sofa have now sagged in the middle and its like sitting in a bucket! When the salesman sold them to us he said that as we were paying the £150 warranty we could at anytime during the first five years have anything replaced cushions or even sofas if we were not happy with them. Also the warranty included a care protection plan for stains spillage etc.
We went back to Harveys in January this year and were told to ring their head office. On doing so, I was told I had bought a soft sofa and we had to plump the cushions every day. My husband can do this but they are to heavy for me. When its done it doesn't make any difference the cushions sink straight back when you sit on them.
Harveys say there is nothing they can do. We were told by the insurance company that they only insure stains etc, so there wasn't a warranty on the sofas at all.

From Dave & Glen Black
2 very disappointed Harveys customers
sitting in their bucket!!!

My girlfriend and I picked out and ordered our reclining sofa from our local Harvey's store last december. We had a choice of two colors. Chocolate or Tan. We opted for tan, paid and agreed on the delivery terms. After ten to twelve weeks Harvey's contacted us to arrange delivery. Unfortunately the date and time given to us was not convienient so I phoned Harvey's customer service and rearranged another delivery. While at work I recieved a call from the delivery driver, who exlained he was outside the property and was awaiting entry to make his delivery! I then received another call from the delivery drivers manager explaining his operative was still awaiting access!! I explained to the manager that I had phoned his customer service department and cancelled the delivery which was trying to be made. He happened to mention "they don't tell us anything!" while I explained the situation. Hardly professional.. A week or so later an agreed delivery was made. The only time slot option given was a morning or afernoon. I chose the morning, and fortunately for me my employer was understanding should I be late as It was almost lunch time when Harvey's arrived! The sofa was brought in and assembled with little fuss. I went off to work with a sense of relief. It was'nt till later when my girlfriend got home, that I found out we had been delivered the wrong color! I was annoyed with myself for not spotting this. I got on the phone to customer services the next day and explained what had happened. They told me they would have to reorder the correct color sofa and to expect delivery in ten to twelve week, but to carry on using the existing sofa anyway. Ten to twelve weeks past and Harvey's contacted us to arrange delivery. Once again their delivery date was inconvienient, so I called, cancelled and rearranged delivery. A few days later, as I was getting ready for work the door bell went. It was Harvey's! They had turned up anyway! As I had the time to spare, I agreed to the delivery/exchange only to find they had the exact same color sofa we had already got!! The head delivery man suggested removing a piece of our sofa and taking to the store we had bought it from to compare colors. His paperwork displayed the same item code for exchange as the sofa we had already got, yet customer services knew this was the wrong color! He also told me to contact customer services and explain what had happened. The later I did, and I was told they would look into the mistake and get back to me. That was over a month ago and I hav'nt heard a thing! From what I've read on the site and my experience, communication from customer services to the wharehouse and back to the customer is seriously lacking..

Dear Watchdog re Harveys Furniture
I am writing to following your show concerning "HARVEYS" I to have bought furniture from them namely a 2 & 3 Seater sette both of which the arms faioled within 3 months .I have had several repairs and 2 inspections .They have agreed that it is a manufactuing defalt and would be replaced . I have wrote to their customer services recorded delivery but to date had no reply. I have been phoning non stop to get to the point that they admit faulty goods. They are going to replace items for a newer suite but this is again costing me an extra £200 and I still have to wait 12 to 13 weeks .The service is appauling customer care skills are useless as far as they are concerned they dont have team leaders managers or even fire persons responsible for themselves so you can not speak to anyone .They tell you one thing and do another very unsatissfied with this company I will not use them again once my new suite expires its warrantee which isint worth the paper it is written on ie "manufacturing defects are not covered "


richard walshe

Ordered a table and chairs at the price of £758.00 on the 2nd of february 2010 told it would be 10 weeks for delivery which i thought was excessive,nearly 15 weeks down the line still no table and chairs we sold our old table and chairs to make room for the new table and chairs nearly 5 weeks ago so have no table and chairs so we eat off trays in the living room we always sit round our table and chairs to catch up on the days events as a family so are missing it greatly.We have phone harveys on many occasions and have been told it is in the warehouse and we are waiting for a phone call to confirm a delivery date we was told it would be monday no call so phoned them back tuesday you should get a call still no call so phoned headoffice and told and asked for a manager and told a customer service manager will call still waiting,thinking of cancelling the order and will not buy from harveys ever ever again big full stop.
Regards Craig

Dear Watchdog
Normally I complain about nothing however Harveys is just a big joke. I ordered a three seater and a two seater nabrasker sofa and in the shop the sales consultant did not ask us to measure the door as this was a big sofa. He asked if there was an obstruction so I thought he was just asking whether I have a hedge or anything that would stop the delivery guys getting in through the door so I signed the form. The consultant also told me that they state 12 weeks for delivery however they DO get delivered within 5 weeks. 12 weeks later today the delivery men cannot get the 3 seater sofa through my living room door. I have now had to agree for them to take it back and then a specialist will come back with it in pieces and then he will put it together in my house. Sounds scary as it is alot of money for the sofa and then what if it is not right as Harveys cannot guarantee that if anything goes wrong they will compensate. The icing on the cake for Harveys and not me is that I have to pay £150 for this specialist. Please someone, somewhere help. Big shops need to stop upsetting people and be fair with their policies. I have just spoken to the driver and he said that the narasker is the biggest sofa that Harveys do and therefore he has stopped fixing for them and started special deliveries as he is making more money like that. Great !

hi i have purchased a suite from harveys in nov 08 the settee makes a terriable noise, and feels like it is going to collapse - feel scared to sit on, i have rang up on two occasions, in dec 09, and at the begining of this year, to get someone out to have a look at it, but all i have had is a form from them, saying attach a picture of the fault, (how can you attach a picture of a noise) so i sent a letter back stating this, and still had no joy. not very happy, as this is a big company i would expect better quality of furniture as this wasnt cheap.

thanks
julie

Where to start with Harveys!

We moved into our new house in December 2009 and ordered a dining room table and 4 chairs from Harveys on 30th December 2009. They took the full payment on this date. Funny that.

At the the time we ordered we were advised that the funriture would be delivered in 6 weeks. As the 6 weeks approached we received a letter from Harveys advising that due to unprecedented demand the furniture would now be another month date and therefore would be delivered a month late. I fail to see how by advertising on national television they could call the amount of people who purchased the product 'unprecedented'. However, these things happen or so we thought so we just waited to hear more.

As the new delivery date was approaching we needed to take time off work and therefore emailed Harveys online to check that they were still delivering our furniture on this date. Surprise, surprise they were not, not that they had bothered to contact us. They then advised that the funriture wouldn't be delivered into their warehouse until 31st March and they would therefore contact us after this date. When we didn't hear anything further from them we chased them again on 2nd April to be advised that yes we could have a delivery slot on 17th April. However, on the day they rang to advise that they couldn't find our house and that they had tried to contact us to get directions. We had missed a call but called the driver back within 5 minutes only to be told that they had now left the area and would be unable to return and that we should contact the store to rearrange delivery. Needless to say we were furious but arranged another delivery date for the following saturday.

The following saturday they couldn't find our house and therefore moved on to the next location again. Despite me now giving them exact directions and an alternative telephone number in case my patners didn't have reception. This alternative number was not used.

Well after complaining and getting nowhere and just being told it wasn't their fault and no they wouldn't refund the delivery charge etc they arranged delivery last weekend.

The furniture arrived but guess what, it's faulty!!!!!!!!! After over 5 months of waiting it's defective and one of thes chairs is so badly made that it won't fit together. I have contacted Harveys but I'm yet to receive a response. Am I to assume I have to wait another 5 months for the new chair?? We'll just have to wait and see.

The moral of the story, don't ever order from Harveys. Tell your friends and family not to order from Harveys. They take your money, take far too long to deliver, do not update their customers, have absolutely dreadful customer services staff and delivery drivers who seem incapable of following the most simple instructions and then after all that their furniture is faulty or poorly made anyway.

Bad times Harveys!

This is long, but highlights Harvey's total incompetence:
1. Brought a two and three seater recliner in August 2009, told it would be five weeks (which was put as a special note on our sales document), but told to expect it to take no longer than 10 weeks.
2. Eleven weeks passed and we contacted Harvey's to be told there was a shipping delay which is actually nothing to do with them, but to expect delivery in the following two weeks.
3. That time passed, so I went into the store in person, spoke to the manager who took my name and number, and said that he would find out what was happening and call me. I waited for the whole of the following week and no call came.
4. At the endof November we wrote to Harvey's expressing our disgust and frustration at there lack of customer care - we were the ones actually chasing our delivery rather than them keeping us informed.
5. We received a letter from Harvey's that actually read as a generic apology letter, very impersonal, and it didn't address any of our questions from our letter.
6. In the time between the end of November and their letter in mid December we again had rang Harvey's four times, and each time were were given a new expected date of delivery, and every date came and went!
7. I rang Harvey's to discuss their letter, and I was transfered twice, the first couldn't help, the second told me I had to speak to the store I brought the product from - I was transfered to the store and after waiting for over 15 minutes on hold I terminated the call (after listening to the 'your call is important to us' message!!)
8. We received our product on the 16th December, to which the delivery driver made a sarcastic joke 'oh the club range, you been waiting 16 weeks then!'
9. We had lined up a sale of our old furniture but the couple couldn't wait after the 10 week deadline we gave them, so not only did we lose a sale, over Christmas we had x2 two seater, and x2 three seater sofa's in our living room, which subsequently we had to pay to hire a bigger vehicle and take the old sofa's to the tip, so rather than making money back we ended up paying more out!
10. We wrote back to Harvey's again in December and asked the question again about compensating our loses as this had not been addressed in their original letter. In April 2010 we had still not heard anything so I wrote for a third time, by now totally resigned to the fact that we were just another figure to them. They did write back and their letter was dated in January 2010, but the address was incorrect?, although the date stamp of the envelope is 05/05/2010 - how can they get the wrong address for us when we have written to them three times, they have our address on our order, and they have actually written a letter to us already?
10. In my last letter I did state that I am now considering writing to Watchdog and/or Martin Lewis for their comments, and I wonder if this spurred on their quick response, but if so I now think they are being deceitful by backdating the letter to January 2010 and making out that as the address was wrong we just didn't get it (but why then has the envelope got a post date of 05/05/2010???)

I'm not in the habit of complaining, but good customer service costs nothing and is a lesson that Harvey's clearly need to learn reading all of these comments! We will not let this rest as we are really frustrated by Harvey's lack of customer care and consideration.

Dear Watchdog,
I wish I'd seen this report sooner. It looks like I'm at the beginning of a similar saga. Sofas were promised in 10 to 12 weeks, so last week I rang them & was told that they'd be in end of this week sometime. Just been to the store to check, they have no record of the call & are saying it'll be the maximum, at least another two weeks. Nothing much I can do, but I just don't believe them as they've already lied on the phone & they couldn't give me a delivery date.
I was going to order another sofa from them, but not now & would suggest that others shop elsewhere. After watching the report, I dread what might arrive as I'll be away for the next few weeks so won't be here to inspect it.
Regards,
Ian

Hello everybody,
We purchased an oak table and chairs from harveys lakeside for £1078 on 30/12/2010 this was a new non sale range and was told 4-6 weeks for the delivery ,the girl in the store was very helpful,we have also bought here before and had no problems.
I phoned them towards the end of february and was told the end of march to then receive a letter telling me it was now going to be 22/05/2010.Then while on holiday on the 15/05/2010 i received and phone call from harveys now telling me they will have it in there distribution centre on the 22/06/2010 but they can still not garantee it on this date which is appalling. We have been offerd £180 refund but no appology from the store manager.
We feel we have had appalling service 6 months for a table but still no garantee we will get it then.
WHAT A JOKE!!!!!!!!!!!!!

on the 12th of sep 2009 we ordered a 3 seater sofa and a white chair;we paid £300 cash deposit.Tthe original delivery date was thur 17th dec 09 then was mutually agreed for mon 21st dec 09 after lots of phone calls & differnt dates & stress despite loss of earnings.On mon 21st dec our delivery finally came taking them 2 hours to get the 3 seater sofa in which they scracthed our kithen floor then when unwrapping our chair they had sent a black one when we had clearly orderd white but was left with us with it being so close to christmas. After endless phone calls & letters sent to harveys they have still shown no signs of correcting their mistakes or repairing our kitchen floor. Now 8 months later 20/05/2010 we still haven't heard anything from harveys.

I have had hell on earth with this pathetic excuse for a company. I spent £2k on what we thought was our dream sofa. Within 4 months it began to sag, we called Harveys. They sent out a 'technician' from Homeserve - he said nothing wrong with it 'within manufacturer's tolerance'. Whatever !! We bought the sofa for my disabled husband so he could lay down ( it is a corner suite ). We then went back to the store and the manager could see from our photos the thing was sagging - he agreed to get customer services to send out [company removed] to look at the sofa again. Bloke comes out and said it needed re-stuffing to reinforce the sagging and it was a 35 minute job. Then another bloke comes out to fix it and it took him 4 1/2 hours !!! After a while we had to take the sofa apart to look for a ring my husband lost in the sofa - after taking it apart we found the frame was broken !!! OMG we were fuming - another 'technician' comes out and deems it transit damage ie in the lorry before we owned the thing !! SO we said we were soooo angry with the quality we wanted a refund - Harveys refused - they offered a replacement. SO we agreed and the new sofa was cheaper in the sale so we had a credit of £300. We then asked for this money back - again we were refused !!We then decided to order a new wardrobe with the balance. A lima wardrobe to be precise. We had it delivered only to find that TWO parts of it were damaged, crack in mirror and snapped top part ! We called and they said we shall deliver new parts and get someone to check it. 6 WEEKS LATER they wanted to deliver expecting a DISABLED person to fit the wardrobe !!! We had to call them again and get them to agree to do this - at their expense. They fitted the new parts and said all ok... well well surprise surprise - 5 months down the line from delivery the thing starts to come away and the fittings were so weak the chipboard came away and the wardrobe became in a dangerous state leaning !! We called Harveys AGAIN - they said they would send out [company removed] again, they then cancelled as the bloke was ill- I told them I am moving house in 3 wks time and wanted this sorted - no replacement - refund only - so again they arrange to come the following week. The 'technician' comes and puts in a report - the wardrobe is totally faulty ! We are then told that we can have a replacement - NO WAY !!! REFUND only !! I was then told I would have to go to the store to sort it out. Went there today ( Croydon Store) to be greeted by a really rude and not so helpful manager who told me to my face he ' could not believe that we would have a problem with the wardrobe as they sell thousands of them!! ' He was basically saying that I was a liar - I told him I wanted a refund there and then - not possible has to be authorised by a 'regional controller' who then goes to head office to get the refund sent out by cheque. My husband asked the name of the regional controller - we were told ' I am not at liberty to give his name out ' - Why we asked - company policy - why all the secrecy ?? Just company policy - PATHETIC !! Anyway now we are told it will take 7-14 days to get this refund - subject to this mystery controller person - I explain that we are moving house and that i want the wardrobe out of my house as I am not prepared to dismantle it due to the danger faced by doing so - I was then told they would tell me if they wanted it back !! It is only good for bonfire wood !!

Long winded I know but i can't emphasise ENOUGH how unprofessional, uncaring and most of all pathetic Harveys as a company are. DO NOT PURCHASE ANYTHING FROM THEM, UNLESS YOU ARE WILLING TO PUT UP WITH WHAT WE HAVE HAD TO FOR THE PAST TWO YEARS - HARVEYS ARE JUST IN IT FOR THE MONEY, THEIR STAFF ARE RUDE, INCOMPETENT AND DON'T WHAT THEY ARE TALKING ABOUT - YOU GET GIVEN DIFFERENT STORIES, LIES, PEOPLE NOT GIVING OUT NAMES, FALSE PROMISES AND MOSTLY ABHORENT CUSTOMER SERVICES - PLEASE PLEASE PLEASE DO NOT SHOP AT HARVEYS. HARVEYS = 'BRINGING YOUR HOME TO LIFE' MORE LIKE 'BRINGING YOUR HOME INTO STRIFE' !!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!