We ordered the re-upholstery of our furniture with Plumbs on 21 January 2015. We paid a large deposit and were told to expect collection in about 6 weeks. We were contacted by Plumbs after 6 weeks to say they would collect the furniture on 6 May, so this was a 4 month wait from the time of our order and not the 6 weeks we had been advised. From this point on we did nothing but constantly chase Plumbs to get our order re-allocated and to get the furniture collected. We were allocated a person in Plumbs customer service who was supposed to be looking after our order but whenever we rang her she was either out at lunch, away on leave or off sick. We were not told who our order had been re-allocated to or who the contact person now was. We were told that a letter had been sent to us with this information. We never received this letter and there was no offer of re-sending it so we had to request that. The letter was supposedly sent again and again we did not receive it so we rang them again. We spoke to a more senior member of staff and requested that the letter be emailed to us. At this point we were also offered financial compensation for the poor customer service we had experienced. We were told we would be informed of what this compensation would be at the time we come to pay the outstanding balance. We said this was not acceptable we wanted to know what the compensation would be before we paid the balance in case it was a minimal amount. We were offered a £150 compensation against an order of almost £3000. We asked for this to be confirmed in writing and we were then sent an email with the outstanding balance showing a compensation amount of £300.
On the morning of the return of our furniture I emailed our allocated person in Plumbs customer service to ask for clarification of the balance and I asked that this was rectified to us and the local upholsterer who we would pay the balance to later. We never received a reply to that email so on the evening the furniture was returned the upholsterer had to contact Plumbs as he had been given a different amount for the balance with £150 deducted. We were told that the person allocated to looking after our order had gone home sick. We paid the upholsterer the balance minus the £300 as per the email we had received.
We were very pleased with the quality and workmanship of the re-upholstery we received but as a company we have never experienced such terrible customer service. It seems that once they receive your large deposit they lose interest. We have had to do all the phone chasing ourselves, no-one kept us up to date on progress, they were incapable of sending a letter correctly, make a phone call or getting the pricing right. We have never had a follow up phone call from Plumbs customer service to ask if we were happy with our returned furniture. We also ordered an ottoman separately from Plumbs and we were invoiced separately for this. Less than one week after we received the invoice Plumbs were on the phone asking for the money so it seems they can find your phone number if they are asking for money! I would not recommend them to anyone and I would suggest anyone who is thinking of using Plumbs to instead look in your local yellow pages for upholsterers in your area. Save yourselves a lot of time, stress and money, cut out to the middle man and go straight to a local upholsterer.
We ordered a suite re-upholster in December of 2014 paying £1000 deposit. The job was booked to be done in March and the suite was collected ready to be worked on. We were away on holiday for 3 weeks whilst it was to be worked on but on our return it had not been started. No one made contact with us and after numerous phone calls and emails to the MD we were eventually told it would now be started and it would arrive in two weeks from then. When it did arrive the recliner had been fitted with locking castors.This was reported to the service manager and we were told they would be fitted ASAP. Three weeks later we had heard nothing despite repeatedly phoning to establish status. We were told "difficult to get castors", and "My new van has not arrived"
I rang the service manager who did not know what was happening despite assuring me that she was "Keeping a close eye on It". Eventually I was told she would get someone else to do the refit of new castors. Finally she phoned to say the original supplier would come tomorrow. We live in hope.
Having paid £3300 for a re-upholstery job by Plumbs, we have been utterly disgusted by their total lack of service. Despite ordering three months prior to the date of the job and paying £1000 they failed to perform the job on the date arranged and took two more weeks to eventually deliver. To get this done, hours of telephoning was required and multiple e-mail were sent to the MD who did nothing. The service manager keeps apologising then telling you she has taken action but nothing happens. Their own site shows only the positive reviews but none of the negatives so they must select and display only these. We are still waiting for some castors to be fitted 3 weeks after they said they were going to deal with the problem.
A minimal discount was allowed because of the poor service but I believe that to be allowed for in their original quote. I would not recommend anyone to use Plumbs
I am experiencing a very poor service from Plumbs. The process started in December but the chair was not collected until 3rd February. It has been ready for delivery for some while but I am still waiting. Two days this week I have been promised delivery and despite phone calls it did not come. I have wasted two days !
I got a phone call tonight at 8pm about delivery but this was far too late and I was annoyed by try treatment.
Any pleasure I would have had from having this chair recovered has been totally diminished by the experience I have had.
unimpressed by your service so far...order put in on the 8th of April, and paid a hefty deposit.. have been sent samples from "my roll" twice...confirmed TWICE only to get another phone call saying the roll hasn''t arrived yet.....today I had a phone call from the lady who is going to make the covers who cant come out to us because guess what! she doesnt have the fabric yet! we are heading towards the two month mark now and still no further on!
I had a visit from a Plumbs representative, she came into my house and was extremely impolite, she had no samples that I could see and looked very uninterested. She proceeded to ask me where the furniture was that I needed covering, I told her that I wanted two sofa''s covered but only the parts already made of material and the leather left as it was. She said that she thought this could not be done and went out to fetch a camera to take pictures as she would get advice from the upholsterers. She then brought in her husband with camera in hand, he took pictures and agreed with her that he did not think it could be done. I do not even know if he worked for Plumbs! Both of them were saying they did not think that Plumbs probably would not cover them, due to the risks of splitting the existing leather when taking the material off!Have not heard anything since!!!
I have had a very expensive suite re-upholstered by Plumbs which was also very expensive. I had previously held Plumbs in high esteem as I had seen the quality of their work elsewhere. I was very surprised when I saw the finished product and complained the very next day. Their technical designer told me that the work was sub-contracted out, which I was not aware of, it could have been anybody. I am totally dissatisfied and have told the company that I will not accept this suite in this condition under any circumstances as I feel it is an eyesore This is my honest opinion of the re-upholstery:- The cushions don't fit, the patterns don't join up, the tops of cushion backs have and inch or two spare material flopping about. The stitching across bottom third of back cushions , which is a feature of the suite is wavy and all over the place, certainly not in a straight line.. The sofa width appears to be smaller than the cushions?? as there is no room for them to lie back flat so they stick out forwards due to bulky ill fitting seams. I was told the fabric was washable, but the leaflet which came back with my suite says hand wash only. How can a lady over 70 with arthritis be expected to put huge thick cushions in a sink. I don't feel that this acceptable for anyone. Their technical designer is one of their sub contractors he told me, he came out to check it and said the material was faulty, but the letter back from Plumbs say they could not see anything wrong with it and couldn't help me further. I am horrified, I would not recommend them to anyone, nor would I ever use them again. Other consumers may have experienced badly fitting upholstery or dissatisfaction of any kind - know your rights and go to Trading Standards for advice, or if you paid with a credit OR debit card contact your bank and they will help. Do not accept it. I am waiting now for an independent expert to make an unbiased appraisal as my bank have requested.
I had a visit from a plumbs rep, was given a quote of a large amount of money to cover 2 sofas, could buy 4 new ones for that cost. I felt under pressure so paid a big deposit. I then thought about it over the next week and changed my mind unfortunately I went over the 7 day cool off time, however was told today that the cool off time starts when you have had a formal letter outlining the costs. I cancelled by email 2 days before the letter arrived. They are now saying they are taking £75 to cover admin, that will be the 1 letter then?
I have taken my case to trading standards who say I should not have to pay this money but plumbs refusing to refund into me. Very rude on phone. They have picked on the wrong little old lady this time though!
Had made to measure curtains fitted last week but only one tie back in box - curtain fitter said she
would phone to get one sent to me straightaway if I paid the full balance. After a week no tieback and I
phoned and was told no tieback had been ordered to have been sent to me and that anyway the
original order was only for one tieback and I should have checked the order. If the curtain
consultant didn't know that each tieback had to be ordered separately how was I supposed to know as
far as I was concerned one pair of tiebacks had been ordered. I now have to wait for one to be
made - and couldn't be told how long it would be. No apology from customer services - opinion
seemed to be that I should know tie backs are sold separately. I then phoned again and spoke
to someone else and asked how the tiebacks are sold and was told they are sold in pairs.
Obviously customer services and curtain consultant need to have some further training.
Customer services were very offhand and abrupt. would never use again. I now have to go
out and buy some makedo tiebacks until Plumbs deign to send me the correct ones.
I read this review site after paying my deposit to Plumbs to reupholster my 3 seater sofa. Obviously reading the reviews on this site did not fill me with too much confidence! All I can say is I must have used a different 'Plumbs' to some reviewers as I had an absolutely excellent experience from start to finish. The reupholstered sofa (everything replaced but the frame) was collected and returned as promised and I was kept fully updated by my own named member of the Customer Service Team. The reupholstered sofa looks better than new and I can honestly say they have done an excellent job. I got my lovely comfortable old sofa back in pristine condition at a fraction of the cost of buying a new one. I'm glad I went with Plumbs but I have to say I probably wouldn't have, if, I had read the reviews here first, but perhaps it is the case of the 'exception' shouting louder than the 'rule'?
As an update to my review I had the loose covers fitted to my two seater sofa (in identical fabric to the reupholstered sofa) by the original Salesman Nick on 04/03/13. As before these arrived as promised and are a perfect fit and match. We now have two beautiful restored sofas and are extremely pleased with the quality, value for money and professional service we received from the initial telephone enquiry to the final fitting. A first class job!
I didn't know about this site until I contacted Plums and asked where I could write a recommendation. Looking at some of the negative reviews, I'm glad I can show the other side of the coin!
Our 17 year-old suite was expensive to buy but was dated and starting to sag. Since being reupholstered it looks absolutely brand new. At every stage we were given professional treatment; from the salesman who came for the initial consultation to the guys who struggled through the snow to deliver the finished product.
Yes, it was expensive - we could have bought new sofas for less - but the standard is absolutely spot on and our room has been transformed. The old suite was in a fading damask and we now have duck egg blue hopsack which is contemporary and bright. All the edgings and trimmings have been finished perfectly and we were given cushions and armchair covers free of charge.
The time scale was perfect; we ordered before Christmas and asked for it to be started the first week in February. Two weeks later it was returned to our satisfaction. I can't say any more without sounding as though I work for Plums! I don't! I'm just a very satisfied customer.
Ordered cover for Xmas 2012 assured they would be there , no sign of movement 2 weeks before xmas phoned told they were not made spoke to manager who assurred me they were made and being checked. then told they had been sent to their rep in area who would fit .
Rep turned up 2 days before Xmas break and the order was incomplete. Chased up until Xmas no response no covers. Wrote a letter of complaint ,e mailed no response
after Xmas 2nd Jan chased no response complete fiasco, continually chased , all contact was made by us . we received our covers latter part of January .
We had a clash with decorations and suite as we had redecorated the lounge to suite new covers over our Xmas entertaining period.
No apology, o response to our e mails and letters I would not recomend using this company.
This is just a condensed report of my experience with this company.
We arranged for a consultant to come for new covers for our suite which he came at the pre arranged day & time, we knew what we wanted so he really didn't have to do any selling. That was the first and last time we ever saw him. He sent some other guy to measure, then to come back and fit them. I took time off work to make sure they were ok before paying the balance. WELL what can I say I was not at all happy with the fit or quality, he took the two back covers off the chairs plus the appalling foot stool cover (which was £90.00 and did not fit - a child could have measured better) to be altered. When I got back on the evening from work and looked again they did not fit at all and the workmanship was bad to say the least. I tried to contact the consultant several times, and then rang the office, and then the "fitter" rang me on the request of the consultant. I explained to him and the office I wanted my money back. They then sent another consultant for a second opinion and he agreed they were miss measured and miss sold and would contact the office and ring me back the next day SURPRISE SURPRISE he didn't. After many phone calls, emails, and letters and speaking to trading standards they have now agreed to pay me my deposit back in full. I wish I had seen this review site before I had ordered them but due to what I thought was a reputable company didn't think there was a need. I want to warn other people STAY CLEAR OF THIS COMPANY. If it's too late and you are in the same position as me make sure you read the terms & conditions and quote them to them as I think this has been a contributing factor in my case, and make sure you log all phone calls, emails, letters with names, dates, and times, and make sure they know this.
Another issue was we wanted new foam which we ordered but didn't realise it was not off Plumbs but something the consultant and "fitter" did them selves so when he bought them he asked for £300 in CASH !! Which I didn't give him I made out a cheque, this I am glad as they too are of poor quality, now trying to get some sort of compensation off them.
Still waiting for the Consultant to contact me with reference the foam cushions but not really expecting him too.
I have now received my deposit back I wish I had never had any dealing with this tin pot company. BE WARNED!!
I had a letter through the post offering me 50% off ALL covers in the new year covers collection. Perhaps I should not have been surprised that the consultant told me it did not apply to me...... Even if I chose a fabric from the over 600 coverways and designs. Very disappointed
I needed a sofa bed covering I found this woman to be rude and unprofessional. Firstly before even opening the sample book she started slagging off other customers, then she went on to tell me she hasn't got all day and she couldn't believe I had no clue what design I wanted before seeing her sample book! I knew what colour I wanted but until you see what is on offer how the hell could you know!? I felt totally ambushed and attacked in my own home. I should have thrown her out head first!