REAL EXPERIENCE, NOT ROSY REVIEWS
I ordered 2 NEW HAMPTON, Hampton 3 Seater Chesterfield Sofa in Champagne Classic Velvet.
My main reason for ordering was after reading the excellent reviews however I should have been wiser and scrolled to the bottom where you can see the real reviews.
Many of the reviews mentioned the delivery service of the company whereby the drivers would deliver the sofas in the room of my choice. This was another reason why I opted to go with this company. Upon delivery, the delivery drivers said they could not get it through the door and left it outside in the rain. This was totally unacceptable as I had paid for these goods and they were left outside with the risk of being damaged. I then had to pay an external body to get them into the house as I have a bad back.
Secondly, when I opened both sofas, there was damage to the side panels and 2 of the cushions. I was given £170 back as a refund for the damage and inconvenience caused by the delivery drivers. They initially offered £70 however I did not feel this was acceptable especially as I paid more than that just to get into the house, when that was part of the service.
I was given an option to return the sofas however I agreed to keep them. I initially noticed the stitching on the sofas which looked like they were coming undone. I overlooked this as I felt I’d already been through enough with them. As time went on, guests and family members of my home had seen the sofas and advised me the stitching of sofas won’t last as it’s badly manufactured.
According to the company website, I have 1 year warranty which includes manufacturing faults on upholstery. I believe the stitching issue is clearly a manufacturing fault, however after sending images to the company, I have been told that the sofa is fine and does not have any fault. If this was the case, surely every part of the sofa would be stitched like this and not just selective areas. I find this absolutely ridiculous that I have been given such a response.
These stitches will surely come away overtime leaving me with a bigger problem and ultimately no sofas.
I have gone over 8 days of my 30 days return policy and have been told that I cannot return anymore.
Another point I would like to add as a recommendation is to not order these sofas as they are very uncomfortable and hurt your back as it’s very low.
I would have liked to attach images of the damage to side panels, cushions and stitching but Trustpilot does not have this function.
I understand I had the 30 day return policy and should have acted earlier, however I assumed the warranty would count for something which I now know it doesn’t.
As I have been left with no resolution, I have no choice but to take this case to an ombudsman in order to achieve an outcome of my satisfaction.
