Thinking of ordering a Sharps bedroom? Are you willing to carry your own furniture when it arrives? Are you willing to fit your own furniture? Are you happy to pay a large sum of money for poor customer service, lengthy delays and almost farcical errors?
Get yourself a nice cup of coffee and settle in for a long read.
Here is my catalogue of errors:
Even though Sharps are expensive, I chose to use them because I have an awkward shaped alcove in my bedroom and they claim to specialise in dealing with these things. I also thought I would get excellent customer service and the process would be hassle free.
It has been one error after another. A job that was supposed to take 2 days and be finished at the beginning of February is still ongoing and my room is still not finished.
I am self employed, so every day I take off work is a day I lose money.
I also live in a one bedroom house, so everything I own had to be packed in boxes for the duration of the fitting.
1. Initial design visit booked via the website. Sharps sales team phone me within 5 minutes of me sending the initial email. This should have sent up a red flag (a bit too eager to get my money, perhaps?). Visit booked for 31st December 2015.
Sharps then call back the next day and asked to change the visit. I refused due to work commitments.
2. Design visit goes well. I am pleased with the design. Designer assures me my double bed can stay in the bedroom, as I have nowhere else to put it. Assures me the entire thing will only take 2 days so will not be much inconvenience. I sign the paperwork, spending over £4000, which I choose to have a finance agreement for. Designer has a few problems doing this on his computer, but explains it is a new system and I am his first customer to use it, so I think nothing of it.
3. Surveyor visit booked by Sharps. Again they phone the next day to try to change it but I refuse. Surveyor arrives, immediately declares the designer has mis-measured my room and his design is impossible. He says another visit would have to be arranged with the designer to rectify and redesign the room. Surveyor leaves.
4. Sharps arrange another visit of designer and surveyor together. Again they try to change the date. This time I agree to try to speed things along. Designer and surveyor arrive, redesign and remeasure everything. I remind them it is a 1 bedroom house so bed will need to stay in the room and I will have to sleep in it every night. Surveyor says this is no problem, bed will just be propped up against a wall during the day.
5. Sharps book a delivery date and a fitting date starting the day after delivery. They confirm the job will only take 2 days This is for the beginning of February. I pack everything into boxes. The only place I can put it is in my living room and bathroom, so I am unable to use the bath/shower as it is filled with boxes. No problem, I think, it's only for 2 days.
6. Fitter phones and asks to change the fitting date. He wants to start the same day as delivery. I agree, to speed things along.
7. Fitter phones again and says he wants to change the fitting back to the original date. Again I agree as I feel I have no choice.
8. Delivery driver arrives, declares the surveyor has made a mistake and has not informed Sharps I live on a narrow street so they cannot get their truck down the street to deliver. Several phone calls later, delivery driver does bring truck down my street, blocks the street for half an hour and delivers the furniture.
9. Fitter arrives as scheduled. Not the one I was talking to on the phone, as he is apparently now off sick. The fitter is missing essential paperwork, something he calls a cutting sheet. He says this is because he got the job at the last minute. He asks Sharps to email it to him and tells me not to worry, he can make a start without it. he is aware of the issue with the bed and just props it up against the wall as agreed. So far so good.
10. After spending around 2 hours sorting through the items which had been delivered and checking them, fitter starts fitting. Stops after half an hour. he refuses to continue the job as he says my wall is wet and must have a leak in it. He says if he fits the wardrobe my 12 year guarantee will be invalid. He says I will need to get this fixed then call Sharps to rearrange another fitter. To be fair to Sharps, this is the only delay I feel is justified. It was better to check rather than fit and have no guarantee.
11. 2 days later, having found the wall was damp because of condensation from a faulty bathroom fan, I call Sharps to arrange another fitter. As usual, Sharps then try to change this appointment afterwards. Are we detecting a pattern here? I agree, as the new appointment is earlier so would speed things along. I have now not had a shower for a week, as my bath is still full of the boxes of bedroom stuff.
12. Fitter arrives. A different fitter. He is in a foul mood, again due to my narrow driveway. He complains he should never have been sent on this job as he has a van which does not fit. Sharps should apparently have sent a fitter with a car. He blames me for the fact that he caught his wing mirror coming into my driveway.
Fitter is obviously unwell. He tells me he has been off sick for a week but needs the money so asked to come back to work. He is furious there is still a bed in the room, asks how he is supposed to work with that. He coughs and splutters continuously. Fitter then announces he is missing this "holy grail" document called a cutting sheet. He accuses the first fitter of taking it with him. I explain he didn't have one either and Sharps had to email it. Fitter is not happy. Asks how is he supposed to work from an email on his tiny phone screen?
Eventually he starts work. He then announces he cannot do the job because one of the panels is damaged. Apparently it has been stored the wrong way up, either by the delivery drivers or the first fitter as he moved things around. A new one will have to be ordered before anything else can happen.
13. A tad annoyed, I try to phone Sharps to complain about this delay and about the fitter. Fitter is furious I am trying to phone Sharps. he says I will only make things worse. But he need not have worried. It's Saturday. Turns out there are no customer service staff in on a Saturday. Out of curiosity I phone the sales number. Yes, you guessed it, phone is answered immediately. I have now realised Sharps are eager to take the money from customers, but less eager to deal with issues.
I ask why there are no customer service staff working when customers may need to speak to them. Sales lady says she agrees this is not great, and they keep asking for someone to be available as they get all the angry customers calling them at the weekends. I get the impression this lady has heard this many times before. She takes the details and says she will pass them on to customer services when they reopen on Monday. Fitter leaves.
Bathroom still full of boxes. I am getting a bit smelly now from wearing the same clothes for over a week. I was expecting this to all be over with by now.
14. Monday comes. I call Sharps and ask to speak to customer services. This is my first of many conversations with a lady by the name of Joanne, More about her later.
I explain I am not happy with these errors, with the delays they have caused, with the attitude of the second fitter, and with Sharps in general. Let's face it, I could have gone to B&Q, spent a quarter of the money and had a finished bedroom by now. I explain that I thought Sharps was a high quality company, but this is not what I am experiencing. Delivery of replacement panel arranged for Tuesday. Another fitter scheduled for the day after delivery. I explain to Sharps about this "cutting sheet" the fitters are missing and ask they make sure the next fitter has all the paperwork. Joanne assures me they are sending one of their showroom fitters and he will do a wonderful job. She agrees to discuss "A gesture of goodwill" after the room is finished. Joanne says she will phone me on Thursday after the job is finished to check everything is ok.
15. Tuesday arrives. Delivery of replacement panel. I can't be there but have arranged for my partner to be present to accept the delivery. I am furious to discover the delivery driver turned up alone and was unable to carry the item he was delivering. My partner, who has a slipped disc, takes strong pain medication and is not supposed to carry anything heavy, was asked to help this delivery driver carry a large heavy panel up the stairs. He felt he had to do it, as to have refused would have meant the item not being delivered and yet more delays. What would this delivery driver have done if his customer was an 80 year old woman? Clearly Sharps expect their customers to carry their own furniture now.
16. Fitter number 3 arrives on Wednesday. Promptly states the job will take at least three days, should never have been quoted as a two day job. Yet another day off work. Yet another day of smelly clothes, boxes in the bathtub, washing my armpits in the kitchen sink. Sexy image, isn't it? Still thinking of ordering that Sharps bedroom?
17. Guess what, fitter does not have the cutting sheet. I am starting to think this document doesn't exist. Apparently even the factory cannot find it. Am I now living in a comedy sketch? If Monty Python fitted bedrooms.....
Again, several lengthy phone calls to have something emailed to the fitter's phone so he can get on with the job.
18. Fitter announces the surveyor made a mistake. What a surprise! Excuse me if I am not astonished by this. He has mis-measured the awkwardly shaped alcove. Remember that from the start of this message? The alcove which made me choose to use Sharps in the first place, because this is supposedly what they specialise in? Fitter informs me if he fits what Sharps have suggested I will be left with a hole in my floor approximately 2 feet long and 4 inches wide. Great! Just what I always wanted! Actually, the fitter is a nice guy and is doing his absolute best to salvage this immense mess. He manages to use some excess melamine to fill in most of the hole, but I am still left with two small inch square holes which he cannot do anything about. I have to pay someone else to come and fix those after Sharps have finally gone away.
19. Fitter informs me one of the cupboard door handles is the wrong size, and I have some screw covers missing. He says he will order those immediately, they will arrive on Monday. I will, however need to fit them myself, but hey, no problem. Sharps expect customers to carry their own furniture, so why shouldn't they expect their customers to also finish fitting their own furniture?
20. Joanne. Remember her? She was supposed to call me to check everything was ok? Do you think I heard from her? Of course not. I let a week go by, just to give her the benefit of the doubt. She doesn't phone. And of course, the door handle and screw covers don't turn up either. Am I surprised? What do you think?
21. Finally I call Joanne. By this stage I have stopped seeing the funny side and am losing patience. She is unable to give any reason why she did not call me. I suspect she just forgot and tell her so. She doesn't deny it. I ask where my missing handle and screw covers are. Apparently they have been dispatched but "must have got lost". Do we believe her? Hmm, let me think. She says she will send another one.
22. Joanne is pleased to inform me that Sharps is willing to offer a "gesture of goodwill". A grand total of £148. I tell her this is not acceptable and I refuse it.
23. Today the handle arrives. It's the third time it has been sent, but this one was finally sent needing a signature so I got it. Guess what? It doesn't fit. And there were no screws to fit it with anyway. And no screw covers. I call Joanne again. Now I have been told I will need another cupboard door to be delivered and another fitter to fit the door.
24. Joanne tells me she is transferring my case to customer services. Hang on, aren't you customer services? I thought that's who I was speaking to about this. Apparently not. But now I am considered to have a serious enough issue to merit speaking to the customer-dodging customer services department. I am awaiting a phone call from someone called Rachel. I am not holding my breath.
So that's where we're at now. It has been over two months. The room is still not finished (although at least enough of it is done for me to unpack some boxes and have a shower).
Don't be fooled by the glossy adverts. Go to B&Q instead. You'll save a shed load of money, and get much better service.
It was such a waste of our time. We've been wasting our time waiting for them for 2 weekends. The designers didn't even bother turning up, and when they did, they were an hour late without ringing up. The 50% off sale was misleading too!
The first designer supposed to come to an appointment on last Sat, but he rang up and told us he was 15mins late which was fine. Then 30mins past the appointment time and he rang up that it would be too late and re-scheduled to 9am on last Sun. At 8:55 on last Sun, he said he couldn't turn up due to family issues. We went to the store that afternoon to reschedule an appointment to 4pm this Sunday. Again, time went and no sign of designer no phone call. We rang up customer service and the store and neither of them were helpful, they said they were closed at 4 and quickly hang up the phone. The designer eventually turned up at 5pm, one hour late than the appointment, no apologies whatsoever.
When we booked the appointment during the Christmas sale, they said it's 20% off in addition to the 50% off. Then when the designer / sale person came to do the figure, the 50% off wasn't 50% off the original price. It was their sneaky sale technique to ripe us more money.
It was such a shame as the design was good. However, we have lost our confidence in them when we tried to deal with the designers, store managers and customer service. I would never go back again and tell all my friends and family to avoid them at all cost!
The worst customer service I have experienced. They made a mess of fitting a wardrobe in one bedroom (after spending over £10,000 on 3 bedrooms) and act as though they are doing you a favour in coming back to sort it out. The attitude of Customer Services is appalling.
Not worth the money, products are OK but not worth what they charge.
Apologies if this is a bit long-winded but I feel the need to let people know about our experience with Sharps, as we thought we were paying extra for a higher level of service and workmanship. We were wrong. Hopefully, it’ll be worth the read to the end for someone. We had a small storage room fitted out as a walk-in wardrobe. It cost £2700, which was apparently half-price due to the current sale.
Sharps rep who did the quote for us told us that there would be a more detailed, laser survey so that the pieces cut be prepared off-site. This survey was done, but what turned up was certainly not pre-cut to suit the room. Everything was fine with the delivery of the materials, but there was far too much, and it was all in standard, off-the-shelf pieces. So what was the point of the laser survey?
Installation – this went OK, although upon inspection, it seems that the high level of professional craftsmanship advertised wasn't there. I had to contact Sharps a day or so later to point out that there were half a dozen or so areas where the installation wasn't exactly done properly – there are exposed sharp corners, shelves that aren’t parallel, gaps between elements etc.
Also, we were told to remove the carpet in the room prior to installation as fitting directly onto floorboards would ensure that an exact fit would be obtained at the ceiling line, something which couldn’t be guaranteed if the carpet was left as it would compress, creating a gap at the top. So I removed the carpet. And the first thing I spotted after the installation was – gaps at the top! And I had to re-fit the carpet myself after that.
Most of these are small and at a push, ignorable, but it is very annoying to have paid so much money for the high-quality workmanship previously associated with Sharps, to then get a much more bog-standard level of service. Essentially, it was slightly, although not much, better than a job I could have done myself, given the tools.
Edging – our wardrobe is in one of those areas where the roof slopes down, meaning that there were several angled cuts to be done. Wherever this was the case, the veneer on the material was chipped off on the outside, visible edge. It’s only a couple of mm or so, but it’s visible at nearly every edge.
Material – the wardrobe is made from fairly cheap standard veneered chipboard. Don’t go expecting high-quality wood for your wardrobe – you won’t get it. This use of low-standard material is to blame for the edging problems mentioned above.
Drawers – the rep asked us if we wanted drawers instead of a couple of shelves. We said yes, even though the extra cost was another £440 (for 4 drawers, so £110 per drawer. And this was half price so full price is £220 per drawer). They are tiny. Ridiculously so – barely big enough for a few pairs of socks. And as they came as a flat-pack kit, there was no craftsmanship involved in putting them together. Essentially, I paid nearly £450 for some mini-Ikea standard drawers. Not happy about that at all.
After-sales service – upon mentioning all of the issue above to customer services, they did initially arrange for an installation manager to come out and inspect the wardrobe. He came, took photos, and generally agreed with everything that I pointed out. And then he left. It’s now nearly 3 weeks later and we haven’t heard anything back from Sharps. I’ve contacted them several times but have only managed to find out that the installation manager hasn’t done or submitted his report yet so they can’t do anything.
In summary – not as good quality build-wise, material-wise or customer-service-wise as we had been led to believe and hoped, and certainly not worth the money. Would have accepted the numerous deviations from the ideal that they promote if the price was a lot lower. A LOT lower.
Since originally composing this review a couple of weeks ago, Sharps have attempted to make some amends. They sent an installer out to re-fix 3 of the pieces of the wardrobe and put some sealant around most (but not all) of the edges, which has improved the overall appearance of the wardrobe. They also offered my £300 compensation, but even taking this into account, the service and product provided still do not come anywhere near representing good value for money. They refused to do anything about the ridiculously small drawers, stating that they “are the size they are and that’s it”. It’s a shame because you can see that, given better materials and more time to do a proper job, the installers would have been able to give us something really nice. Instead, I just am left considering myself to have been ripped off to the tune of £1000 or more.
The SHARPS has become large, but its quality has gone down. They have hired designers who are not well qualified or professional. Their designer (Jarmulowicz) didn't even bother to show up on his appointment, and his manager never bothered to offer an explanation or apology.
I regret having approached this firm. All went well until the installation and what a nightmare.
I already have some damage to my bedroom ceiling. Had to get the fitter to move a fitted wardrobe so that it allowed the bedroom door to fully open as allowed for on the plans. The fitter is not equipped to cut the wood so as to have neat machine cut ends. He also has broken at least one piece of wood.
The fitted bedrooms look nice in the showroom but when it comes to installation it can be another story. In the process of having an installation done and am regretting it. I have some damage to my ceiling and had to get the installer to move a fitted wardrobe because it did not give sufficient clearance for the bedroom door to open back to the wall which had been allowed for on the plans. The installer does not seem to be properly equipped as I have seen pieces of broken wood and the cuts are not neat machine cuts.
Feel to be living a nightmare
A very costly nightmare.only the finished furniture is beautiful. The customer service is horrible and rude. They took 2 months to fix a mistake they did. Didn't care about us taking days off from work, to attend the fitters and we kept sleeping on the floor and couldn't decorate the rooms.
After deciding to go with sharps for a fitted wardrobe I awaited the reps visit. Once a price was agreed we awaited the surveyor who's responsibility was to take down all the measurements. Then a phone call to say stuff was being delivered on a Thursday and being fitted the following Monday (yehhhh). However whilst delivery they managed to totally damage all the paint work on my stair bannisters and was unable to take two large pieces of wood upstairs and so had to be left in the living room. Due to wanting the bedroom totally emptied before delivery we were sleeping on the floor in the living room since the day before. We were informed it would take a day to complete. On the Monday the fitter came and it wasn't long before he told us the surveyor had totally cocked up the measurements (what was he doing for 45 minutes,) so larger pieces of wood and new doors had to be ordered and he had to come back on the Wednesday. Day 2. The fitter finished the cupboards at just before 10PM at night. This meant the carpet fitters had to be put back until the weekend and this meant we ended up sleeping on the floor for 10 DAYS. I Informed sharps of the problems and damage together with photos and 3 reputable painting and decorator quotations the cheapest quote £343.00. Sharps then sent a letter saying sorry about the problem, they aren't paying for the damage and they want the outstanding balance of £260. AVOID DEALING WITH SHARPS. THEY ARE NOT INTERESTED IN YOU JUST YOUR MONEY
Salesman was charming. Design was great and product is more or less satisfactory. Fitter was ok though came half a day later than planned and I was not given much notice of this.
Surveyor failed to arrive at the allotted time and I had to make several calls to find out why. No one thought to inform me his car had broken down. 5 phone calls to find this out and rearrange. Only the final call was returned and only after I had got really angry about it.
Similar problem with reporting post sales problem. A minor problem but impossible to get any satisfaction. Pushed from department to department and back again. No call backs and poor attitude from staff when I had to call them. No acknowledgement of my email to senior manager.
The product is ok but the customer service is dreadful. Would never use again.
My wife and I received a very good service from Sharps Bedrooms. The gentleman that visited our house was very professional and didn't put us under any pressure to purchase the bedroom. He made the most out of the small space we have in our bedroom. The fitting of the bedroom was stress free and quick. The quality of the wood is very good, the prices are very affordable. I am very happy with the whole service we received and would recommend Sharps to anyone. Keith Perry.
We have had built in wardrobes and dressing table with drawers either side of the dressing table from the Oak Latitude range, the colour is very light and we are extremely pleased with the finished effect. The planning service was very good, although we did have a good idea of what we wanted, they took all our requests into consideration and came up with a design that took in everything we had asked for. A surveyor then came to make sure everything would fit! The bedroom consists of a double hanging wardrobe, which is just right for shirts and skirts blouses etc, and a single hanging rail with 4 drawers below, which may of been better with 3 drawers as it is not quite long enough for dresses, but overall we are very happy with the choice we made. Above is very useful cupboard space. The doors all open and close very easily and fit perfectly. The delivery was made on time and they were very careful when carrying everything up the stairs. We had to completely clear the bedroom ready for the fitter who arrived on time and worked extremely hard all day to complete the fitting, he made a brilliant job and we are very pleased with the finish. We are very pleased with the whole finished bedroom, the colour, quality of wood and fitting. We had plenty of brochures to look at to decide what we wanted and there was a good variety of finishes and a good choice of handles etc. There is a 12 year product and installation guarantee which certainly gives us piece of mind. The cost of the bedroom with having the guarantee and the quality of the furniture is I think is very reasonable. We would recommend Sharps to our friends.
The designer came and took my ideas and put them on paper, which was nice. 3-4 weeks later the fitter came and put everything in, now I have a place for everything and everything has a place. All my friends and family that have seen it are very impressed. I would recommend Sharps to anyone who asked me, the staff were very friendly on the phone and the price paid I think was very reasonable.
After 2 years of looking for bedroom furniture we thought we look at a fitted solution. The designer came round at a time that worked for us. He was knowledgeable and was able to add to our desired solution. After agreeing a price everything thereafter went as expected. All parts turned up on time and the fitter came did an excellent job. We couldn''t be happier with the finish and do not believe we could of had a better solution through any other method. Word of warning though, they are expensive.
From the initial visit by the salesman to the final fitting everything went well. The sales rep was professional, courteous and helpful. There was no hard sell. He was happy to give us time to make a decision. After we agreed (a few days after his visit)a surveyor came round - very thorough. Then the bedroom was delivered, then fitted over a three day period. The fitter was efficient and hardworking. We are extremely pleased with the service we received from Sharps and love our new bedroom. Would definitely recommend Sharps Bedrooms.
Specialists in fitted bedroom furniture.