Customer service? Not at Harveys... (Harvey's)

Member Name: Robin

Product:	Harvey's
Date:	23/07/09 (43 review reads)
Rating:

Advantages: Good sales staff

Disadvantages: non-existent customer service

Not happy with the service from Harveys at all really. Purchased a 3 seater and 2 seater sofa, along with a glass dining table and chairs. Problems with the delivery, due to them wanting to send us just the dining chairs and nothing else initially, but finally got them to send it all in one lump. All came one Saturday morning, where two delivery guys happily 'set up' (for want of a better terminology!) the two sofas, but wouldn't assemble the table. I did this myself, only to find that the table had a number of scratches on it's surface. I called the store, who told me to contact customer service, but they'd put me through....of no help at all, as they were closed. After sending them an e-mail, I waited a further few days but received no reply, so I called them. They didn't have the info from the e-mail as it takes '3-4 days to be processed through the system'. Eventually, I managed to speak to someone to arrange a replacement. A week or so later, I had to call them again to chase, but they now told me that the table was discontinued, so I asked for a further discount, which initially they were not happy about, but finally (after more calls) relented and gave us some money back. However, the sofas are now also faulty - the cushions look like they've been sat on for the last 5 years and we've only had the suite for 4 weeks. An 'engineer' from Homeserve came to look, told me that the suite was faulty and said that replacement cushions would be with us in a week. We then called them to chase and were told that Harveys wouldn't sanction replacement cushions as it was 'customer liability'. In visiting the store, I was told that the look of the suite was 'shabby chique' and they're all meant to look like it - wish they'd have told us before we bought it. Complaint is still pending with Harveys, but I don't hold out much hope, so it looks like it's all going to be taken away.........

Personal opinion -- great at selling the suites and other furniture, knowledgeable and friendly staff. Customer service? UTTER RUBBISH!! Called them yesterday to find out the status of my complaint and without hesitation, I was put through to Homeserve once again. I honestly despair with their idea of keeping customers happy.....!

Summary: Really unhappy with them consideriing we spent over £1000