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SHMG

04 September 2021, 11:52

  • 2 Reviews
  • GB

Verified

Unpleasant, rude manager with no interest in selling

So we visited the flagship store on recommendation of my parents who bought their sofas a couple of years ago. It was the most incredibly awkward and unhelpful experience. The manager in charge was completely uninterested in us and the only reply we received was “it’s all on our website, but here’s an A4 piece of paper”. Every question we asked seemed like an inconvenience and there was no effort to try and make us feel welcome or show us the collection. We felt so uncomfortable in the store we wanted to leave as quickly as possible. When we asked about fabric samples, she hurriedly opened drawers grabbed a few and gave them to us as if that was our cue to leave. There was a young Lady with a headscarf who seemed pleasant but she almost seemed scared of the blonde lady in charge - the atmosphere was incredibly uncomfortable and we wanted to leave as soon as possible - not the customer service you’d you’d expect from a higher end company. Very unpleasant experience. Safe to say we are very reluctant to buy from TLC because of this experience.

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K S

04 September 2021, 02:14

  • 1 Review
  • GB

Verified

Worst customer experience we have had

Worst experience we have had. Similar to other reviewers, our experience was: - Order 8 week lead-time sofa at the beginning of May;. - Delays (which are to some extent acceptable); - No communication from the company (and Customer Service ("CS"); - Cancellation of the order less than 12 hours before delivery; - Customer service is beyond poor: It's taken nearly 5 weeks to ascertain that the sofa has been lost. They have no overview of the product journey/delivery schedule - woeful systems in place - unable to communicate with suppliers in a quick manner - promises to call back that are never fulfilled - you need to chase them for everything. Absolutely no appreciation for the customers time. Cannot recommend at all, have told all friends and colleagues to avoid (after having initially recommended). If anything goes wrong, which by the number of bad reviews lately, seems often... expect to not get anything resolved quickly and it might not even get resolved. Our Timeline below - you decide whether this is in the realms of the acceptable: 1) A nice lady at Fenwick shows us the sofa from Lounge Co. 2) 11 May: After a bit of back and forth, as not all sample fabrics were sent on our request. We put an order in on a sofa advertised with a lead time of 8 week. 3) Week 8: no communication from LoungeCo - we wait, as we understand that there are delays at the moment. 4) Week 9: We get an email to book delivery slot - earliest date available is two weeks on. 5) Week 11: On the evening the day before delivery we receive a call from the delivery company Wincanton. They haven't received the furniture and can't deliver. 6) Day of Delivery: We call Lounge Co. Customer service - they weren't even aware of any issues, but promised to look into it and call with an update the next day 7) Following day - no call. So we ring up the day after that - the update: Their systems haven't been able to locate the item. They don't know what has happened - are going to email the the Manufacturer Parker Knoll. Supposedly, they are not able to call to speed things up. They tell us that Parker Knoll is on summer holiday and therefore we can't get a response for another week. They'll let us know once they hear anything. 8) Week 12: No call back - We have to ring up again - Parker Knoll can only find half the sofa...Customer Service (CS) tell us they will get in touch with the Delivery Company Wincanton (via email as they don't have a phone line to them). CS will update by the end of the week. 10) Week 13: We have had no response, so ring up CS on Monday. Turns out our CS case handler is now on holiday for three days - we weren't aware of this and no other member of staff was able to give us a real update. Additionally, we are told Wincanton takes 7 days to reply to emails so no response. They tell us our CS handler will get in touch once back from holiday. They don't - so we ring up on Thursday evening. Wincanton can't find the Sofa neither. So they offer us complimentary cushions. They are going to get in touch with Parker Knoll (again and via email) for them to triple check. 11) Week 14: We ring up - they haven't had a response yet - inform us that we might have to order another sofa and should think about it. Not possible to expedite our order, or make half of the order. New lead time is 16 weeks with no guarantee of a Sofa before Christmas. CS handler promises to speak to manager on Thursday and call back on Friday. 12) Week 15: We have to call yet again on Monday to be told that their meeting with the manager got cancelled. We ask to speak to the Manager at the very least to get a discount - Response: "I'll e-mail them - it can take 3-4 days for the manager to respond. We call on Thursday as no response again. They haven't received a response from the manager and we won't be able to speak to them till Friday or the following week. We ask for a refund, which was provided the following week.

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Sally Tyler

17 August 2021, 14:17

  • 1 Review
  • GB

Verified

This is the 3rd order that we have had…

This is the 3rd order that we have had from the Lounge Company- excellent service. Lovely quality products well worth the money.

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Stephen Temple

13 August 2021, 15:11

  • 1 Review
  • GB

Verified

The Lounge Co What a useless Company.

What a useless Company. Order Number 3000000117 We ordered our Sofa with an acceptable lead time no issues. Come to delivery the shipping Company in Wincanton state there do not have the sofa. Several times to The Lounge Co what is termed "Customer Care" please don't laugh. The response by them is they cannot contact them, Yet I have spoken directly to them twice this week who informed me personally they do not have the sofa. Back to Customer Care and I am still told as a supplier they cannot contact their own Shipping and Handling Contractor. Had enough demanded to be fully reimbursed. Will not and will inform all friends and relatives to keep clear of this incompetent company

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Emma Hull

10 August 2021, 19:37

  • 1 Review
  • GB

Verified

Incompetent company - ordered the wrong colour sofa

What a careless, incompetent company. Ordered my sofa through from Furniture Village through The Lounge Co. - twice they delivered the wrong sofa, turns out The Lounge Co. ordered the wrong colour sofa - I now have to reorder with a ridiculously long lead time - am awaiting compensation and an apology in hope that this lead time is expedited

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Mr Cockerill

10 August 2021, 10:58

  • 1 Review
  • GB

Verified

We saw a settee in Fenwicks in…

We saw a settee in Fenwicks in Newcastle, placed an order. We were informed of their delivery date and the before the delivery we were advised of the 2 hour slot. setter The setters arrived the old ones removed and the new ones checked all the packing materials removed.

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GENTIAN CANI

09 August 2021, 23:12

  • 1 Review
  • GB

Verified

Really good quality and comfortable…

Really good quality and comfortable sofa and looks the part too

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Zoe

03 August 2021, 16:25

  • 1 Review
  • GB

Verified

Be prepared to wait six months.

Be prepared to wait six months. If I could give them zero stars I would. I placed an order in May. In July they paused my order due to a discontinued fabric for my cushions only. I explained that my sofa lead time should not be restarted due to a cushions of a different fabric. This appeared to be resolved. Now I've heard (after chasing them) that my sofa fabric is out of stock and I will not be receiving my order until at least mid-november. To say I am outraged is an understatement. I placed my order in May, have had to chase and send several emails to get a response on anything and I'm left moving into a flat without any lounge furniture. DO NOT ORDER IF YOU NEED ANYTHING WITHIN 12 MONTHS!!!!! AVOID!!

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Paul

30 July 2021, 17:36

  • 1 Review
  • GB

Verified

Delivery awful

Delivery awful. 10 months for a 10wk delivery and still not completely delivered. And a catalogue of problems including no foam availability, missed manufacturing slots (probably forgotten about), fabric quality issues, inflexibility to change fabrics within the group, inability to split delivery. At least I now have my furniture - mostly - I’m missing the legs from the chair which I was promised would be at most 10 days but we are now into day 17 with it sat on the floor. Quality is good. But I don’t rate the organisation for being able to track an order through the manufacturing process.

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Adam Connolly

28 July 2021, 02:21

  • 1 Review
  • GB

Verified

Epic customer service

Epic customer service