Hadley Rose 

Placed an order for garden furniture online in August 2023, paid in full for £8k+. No order confirmation received. Eventually got through to be told the furniture was out of stock and had been for some time. I have now requested a refund in writing 5 times (it’s now the middle of October), there has been no reply to any of my emails so will now need to take advice and escalate.

STILL no answer to the whereabouts of my mirror! Ordered in early November. After MONTHS of chasing they are still saying 'they will get someone to look into t'which they never do or respond to!
AVOID AVOID!!!!!

It is 2 years since placing my order and I still have not received my coffee table. I have sent countless emails and lost so many hours on hold and sometimes speaking with the person at the end of the phone to no avail.

We ordered and paid for a coffee table in April 2021as part of a larger order. Still no table, never reply to emails or phone calls.
£1600 down, no hint of a refund.
Would (begrudgingly) acknowledge that the garden furniture that did actually arrive is very nice - but that can’t excuse the terrible customer service and failure to refund goods they can’t supply.

Do not order from this compan. Purchased a dining table which arrived late. After having it installed it turns out its a faulty table. Customer service kept telling me they will look in to it. Have been waiting over one yea now. Have had to get legal actions in order to get somewhere if anywhere.

i agree with the majority of reviews , very poor communications , no replies to emails & broken promises on phone calls , garden chairs eventually arrived , poorly packaged & damaged , no cushions have arrived to date

We placed an order in January 2022 with an estimated delivery within 3 months according to the website, after chasing up multiple times, in April we finally got a call back (after requesting a call back on priority after the 4th time) saying the item should be delivered end of May or beginning of June. Following no further correspondence I chased up once again, now a total of 10 times, where I was given the exact same response, saying I would get a call back the next day or when someone was available, yet 2 weeks on I’m still awaiting this call. We ordered this furniture specifically for our daughters room and based the layout on this too. 6 months on there is still no sign of this order and the company has £2500 of our money in their account. I will be taking this matter further due to the poor customer service. No one has had the decency to apologise regarding the wait nor have they updated me on the order. Please avoid where you can.

AVOID, AVOID, AVOID.  I only wish I had read these reviews prior to ordering.
I originally called HR regarding the LULU dining table towards the end of 2021. I spoke to Thomas who was helpful and told me it was not in stock and delays would be lengthy.  I was concerned and thought better of ordering. I forgot all about HR and then in March 2022 Thomas called and said the dining table was back in stock.  I felt reassured by his attention and customer care prior to the sale and so promptly ordered and paid 4.2k.  I heard nothing for 2 weeks and received no confirmation of order and no receipt for my payment. At this stage I saw the trust pilot reviews and started to feel worried.  I called and left messages with a call centre that takes messages  for HR.  Thomas did eventually call me back and seemed surprised that no one from his 'team' had been in touch regards delivery.  He promptly arranged delivery for the following week. 
The table arrived 'man in a van' style. It was a flat packed item and it was absolutely not the table in the picture on the website nor was it a table that matched the description on the website.  I can only describe the table I have received as 'copy' of the one in the picture.
The table I bought came flatpacked in a box with a chinese label on it.  It was not made of solid seasoned english oak as per the website.

After discussion about my disappointment Thomas offered me a 'goodwill' payment of £429.  He also offered to take the table away, however, due to the other recent reviews on this site I was petrified about going down this route and being left without a table and without my money.  He said that the small print in the t&c's clearly indicate that you might get a different item to what you ordered if they are out of stock.  He tried to tell me the table was solid oak when it is clearly painted pine, he also told me they source from China when they can't get them made in England and this was covered in the small print.  He also claimed he couldn't see how my table varied to the one in the picture.

I have only ever experienced Thomas's belligerent 'same, same but different'  style of customer service / sales patter when getting clothes made on the cheap in India /Morrocco. The difference being that when you are paying peanuts that's what you deserve to get. HR dresses itself as a top end shop, selling top end products  -  nothing about HR is top end except its prices.
The table I bought functions as a table and it looks OK - it is however  NOT the table in the picture and it is definitely NOT worth the £3.8k I paid for it.  I feel that I have been royally ripped off by HR and have paid well over the odds for this cheap copy.  

During my dealings with this company I was not able to get anyones full names, direct lines etc. I only ever spoke to Thomas. His identity and anyone else who works at this company is well hidden.  I now understand why this is.
I strongly advise potential customers to steer well clear of HR. if you love what you see in the photos I suggest you  try to find out who the images actually belong to and buy it from them!  If you buy from HR you will not be getting what you see in the picture.  I have well and truly had my fingers burnt here and feel totally gutted about it.

AVOID. Awful. Either just chaotic, dysfunctional and poorly led, or ...worse. We’d chosen one of the Verbier range in May 21 and they’ve had £4.4k of our hard-earned for 48 weeks since, but we’ve only had a product for 3 of those 48 weeks. Refused to refund for a defective product but then were woefully slow to respond and re-install it. Promised to report on investigations but never did. Deeply embedded poor customer service where staff do not seem to understand why a customer should be annoyed at parting with £4.4k but having virtually nothing to show for it, but multiple days of lost time and heartache. Value of my time wasted has been far more than the product itself.

Their (subcontracted) install team were, however, fantastic… just a pity that we had to endure 45 weeks of delays, 35 sent emails and 22 calls to get them there, with the correct end product. ..

So - HR may respond to this review, blaming everything and everyone but themselves. Yes they volunteered a paltry £100 (2%) goodwill refund last year…if ever there was an admission of fault, there it is, but point blank refused 4 full refund requests. Neither their website while ordering, nor their invoice made any reference to refunds not being “possible”. Actually their site suggests quite the opposite during ordering, offering favourable return conditions. You have to drill right down into their Ts & Cs small print before there is mention that “bespoke” products cannot be refunded.

But our item is not “bespoke” - it is standard dimension, standard colour option. Nothing bespoke. They can call it what they like but it was not bespoke. Go figure.

Yes they stored the item over winter after taking it away defective and that suited us, but we bought this as garden furniture in May 21, to use in SUMMER, and it only first arrived, defective, in late September. And where is that promised email with detail of investigations? And that one telling us it was ready at Xmas? And still after winter, it took a further SIX weeks until yesterday, to arrive while they ignored key comms and the sun shone almost non-stop.

They may respond with other self-justifications, but will still overlook the reality that their customer service is rubbish, slow and self-entitled, they ignored multiple emails sent, broke promises, reported to send emails that never arrived, ignored multiple available install dates and held £4.4k of our money while giving us nothing but trouble and refusal to refund.

Worst purchase experience. Ever.

** UPDATE 10th May in response to HR's reply **

Monique - thank you for your response. It has left me wondering if there is a serious disconnect on comms in/out and records kept, within HR.

1) You refer to an "initial" 8 week delay. Order was 30 May and full delivery was on 1 Oct. That is 4 full months.
2) Yes you picked the item up quickly once reported defective in October but surely you need to be DELIVERING a product quickly, not taking it away?
3) There was no email 2 weeks later, and I still await a promised report on "investigations" into what went wrong. I run a successful business on the same email address and in 8 years have not "miss"ed incoming emails. For a number of governance reasons I have to keep an absolute record of all comms in, and out.
4) You suggest I first emailed mid April for redelivery. I'm happy to re-send any of my 5 emails to Thomas during March (3rd, 10th, 11th, 24th, 29) or 7 more during April (8,12,14,20,22,23) before you kindly stepped in.

Monique, once you personally got involved on 23rd April, it was finally delivered 4 days later. Thank you for that.

In November 2020, we spent £3,895 on a bed from this company. I think that this is a lot of money, but the design was beautiful and we had worked hard... This was the last positive experience of Hadley Rose.

Despite an 8-10 week lead time (January 2021, dependant on virus restrictions), we didn't receive our bed and after numerous broken promises (and outright lies), we received a refund in November '21 over a year later.

Thomas, the only person from the company that I ever spoke to blamed everyone else for the problems (Covid [numerous times], a van fire, leaking wood, Brexit, me and deliveries), but never them. Thomas told me that they held no responsibility for the mattress we bought and ran down the warranty, or that has blocked our spare room for over a year, despite Hadley Rose failing to produce a product that was promised (and paid for, in full) to us in January 2020. Thomas offered a goodwill gesture of first £250, then £1000 - as with everything that they ever promised, we didn't get this either. There was zero goodwill throughout the process, I would absolutely deter anybody from using Hadley Rose at any cost.

We paid for a luxury product from a company who promise luxury home furnishings. We didn't receive that. What we did receive was appalling customer service (I spent hours on hold chasing my order and the most appalling arrogance when I did get through), they even sent me details of another customer's order by email. I have seen that Hadley Rose respond to negative comments, so please know that your customer service was the worst I have ever experienced. There is nothing positive that I could say about them.Avoid...

I pre-orered and paid for 2 lamps from the Hadley Rose web site in August. Apparently they don’t even exist! I am still fighting to get my money back. The receptionists are a call centre and no one ever returns your calls or answers your emails.

Order number 100000992

I attach hereto a picture of the dining table received. This is the Knightsbridge dining table and a full description of what it should look like can be found on the Hadley Rose website.
In July 2021 I paid £3,100 for this dining table. When it was eventually delivered in November 2021 it came without the fittings to put the table together. Within days of receiving the fittings the table was assembled and immediately started to bubble. At first these were tiny bubbles and honestly I could have lived with that. However on a daily basis the bubbles got worse and more pronounced. In short, within just under a week, I had a dining table that was not fit for purpose. Honestly, this table depresses me every day when I look at it!
I obviously contacted HR immediately. I was asked to send photographs. Which I did. I was asked to send a video which I did. I sent updating photographs. I took expert opinion myself snd asked HR if they wanted to also take expert opinion. I was told that was not necessary.

HR conceded on 9th December 2021 that I was entitled to a full refund. There was no stipulation as to what they wanted to happen with the table.

I sent many chasers after this, all to their customer service email address. Sometimes also to their “sales” email address. In the body of some of those emails I sometimes opened the email with the name of the person who was my point of contact.

Since 9th December there was no communication from HR. I copied several of the emails to their “sales” email as well as to their “customer service” email address.

By 21st December I had not received any response to any of the emails. I telephoned and unfortunately spoke to Thomas. He told me that the lack of their response was allegedly my fault, as despite emailing the generic emails advised on their website, I foolish used the name in the body of some of the emails of the person that had been a point of contact.

Thomas was far from helpful or conciliatory. He was aggressive, argumentative unhelpful and has now attempted to back track from the concession made by HR on 9th December. Indeed following a very unpleasant conversation which was heard by a colleague of mine he then wrote me an email which was factually incorrect.
In his telephone conversation with me he said I could not have a refund because:
There was no one in the accounts departments ( since 9.12.21 and it would appear to date)
That he had to take my word ( as well as the pictures and videos I sent to HR within a week of receiving the completed table) that the damage was not caused by me.
That he had that day (21.12.21) received a query from the manufacturer.

The fact is, this table was not fit for purpose.
This table was according to the expert advice I received stored badly during transit ( it took from July to November to reach me). It had become damp and once in situ the table dried out and is continuing to dry out hence the bubbling.

I reported these matters within 14 days, sending up dating pictures. Offering an examination by an expert. By law and as conceded by them I am entitled to a full refund. Instead I was left with a very ugly table over the Christmas period and no refund to date.
WARNING: In my case the luxury table I bought was not fit for purpose. Thomas who seems to run most aspects of this company is rude and bullying when dealing with complaints and if you get the goods (you pay for in advance) there is no guarantee that some items will fall desperately short of the description and promises provided by HR.

Sometimes things do go wrong but in my view the way that a company deals with a situation when things do go wrong is what will set a reputable retailer/ trade or professional person from those who fail to rectify or seek to resile from their obligations. As customers we only ask to be treated fairly. I have been treated very badly and I will only now deal with HR by email.

I am now forced to issue legal proceedings, which I will do tomorrow. I will also report HR to the ombudsman and quite frankly, no one should be put in this position when dealing with an allegedly luxury furnishing company.

I am prepared to send any customer video evidence and copies of all emails passing between myself and H R. I will place my personal email address on this site for anyone even considering purchasing something from this company within 7 days of today’s date (which should give HR the opportunity to do what they said they would do and what by law they are obliged to do) By the same token I will also advise within 7 days if HR actually provide a full refund. I have made several written requests and advised them that the table is ready for collection at any time on any day to suit them. I even offered to pay for a man in a van to return to their address.

Colleen Saunders
Gloucestershire.

Whilst there was many difficulties with dealing with this company and we never got the bed ordered months ago we did in fact refund receive full refund.

How ever much you fall in love with one of these products, do not go any further.
A bespoke company does not belong to Hadley Rose. After parting with £2500 in July for a coffee table with a 6/8 week lead , 12 weeks later resolved in today cancelling the order.
I have had Covid excuse twice , material shortages , Covid again, factory shut down ..:
It is very, very hard to get hold of anyone by email or phone and then to contact you. Bespoke, you should be bending over backwards. No photos of your product as stated on the website in production at all , that’s if there is a product ?
This is not a shop, it is a house and. the website is to totally foolproof .
I am now awaiting my refund and within less than 24hours have a joiner making the product.
Please, do not waste your time and effort of this Mickey Mouse outfit.

I made a large order for outdoor furniture in April 2021. At the time the website refused to take payment and Thomas was very quick to call and ensure I did a bank transfer instead.
After much chasing most of the order arrived late July. Minus cushions which was annoying but nothing major.
It's now October and we are still waiting for an item - which was not cheap! Thomas confirmed a delivery date in early September. The item never showed up and Thomas has disappeared off the face of the earth!
All calls and emails are ignored. The absolute worst customer service I've ever experienced. He has the gift of the gab when it suits him and he's quite happy to take (and keep) your money. Still working on either actually receiving my item or a refund.
AVOID!!!

We cannot recommend this company. Hadley Rose have really disappointed us with their lack of customer service and failure to deliver the sofa we paid for. They are impossible to get hold of and never respond to emails. We ordered a large bespoke sofa which HR took full payment for and then never sent confirmation of the order, could not then be contacted to chase it and when we did eventually (after many hours of trying via phone and email) get hold of them we were informed that it would be delivered, but weeks after the originally agreed date. When the sofa eventually arrived it had the wrong feet and was made from the wrong stuffing, not having feather cushions and seat pads as we had ordered (and paid for.) Again we could not get hold of anyone at HR so in desperation contacted the company (All Sofas) who actually made the sofa. They were DELIGHTFUL and so helpful, immediately sending us out the right feet, despite also being able to prove that the mistake had not been theirs and was in the ordering from HR. They advised us that they could of course also send replacement seat pads/cushions but that we would need HR to agree to pay for the error. We are have been unable to get hold of HR, have had no response to our emails/calls and are at a loss as to what to do next. The environmental impact of replacing perfectly good (although not what we wanted) seat/cushion pads is to our mind unacceptable so I think we will have to learn to live with them, but it is really disappointing. They are totally chaotic and disorganised and their lack of acknowledgment of error is frankly appalling - we will never use them again, although we will be looking to use All Sofas as they have been brilliant.

After 20 years working in interiors I have never dealt with such a poor company. No response to any emails or calls. They owe money which they seem unable to pay back! The quality is of the worst I have encountered. Seriously I would suggest going else where.

I am trying yet another route to get in touch with Hadley Rose. I ordered a garden sofa at the sum of £6395 on 17th April. I have had no communication since. I cannot get though on the phone. I have sent numerous emails and even tried to message via social media. DO NOT ORDER FROM THIS COMPANY.
I would like a refund after waiting 5 months. I will keep going until I get a response and will be taking this further.

AVOID THIS 'COMPANY' AT ALL COSTS!
My SIL ordered a £5k concrete topped dining table which arrive damaged/cracked. Thomas is refusing to even take calls on the situation let alone refund or replace. My SIL is a designer and is well versed in dealing with high end furniture companies and Hadley Rose is NOT one of them. It looks suspiciously like a 'front' company and what you order is not what you get. Then, when anything goes wrong, he'll disappear and leave you out of pocket.

I also find it very interesting that more recently there has been a flurry of very generic 'positive' reviews yet not a single image of any piece of furniture in a customers home as you would expect to see.
Let's see how many 'positive' reviews get left after this one??

I would strongly encourage you to be very wary of ordering through this site and to NOT take the risk.

I am absolutely disgusted with the customer service from this company!! We ordered an outdoor dinning set at a cost of £3,695.00. These were delivered within a reasonable time frame. However, I did not realise that I had to order the cushions separately. When I finally got through to Thomas after endless attempts he did send me the details to order them. In the meantime on further inspection of the table and chairs I found that 2 had cracks in the seats! Again after endless calls and leaving many voicemails I got through to Thomas who arranged for the chairs to be replaced. On delivery of the new chairs- which were ok- we were told by the delivery company that they hadn’t been advised to take the faulty chairs away. Again I contacted customer services and left endless messages to ask for the chairs to be taken away. This was 5 weeks ago. Last Friday I finally managed to get through to Thomas who told me that the cushions for the Antibes chairs had been delivered! I assured him that they had not!!! I also asked him to arrange to take away the faulty chairs. He asked me if I had anywhere I could dispose of them!!! I told him I had nowhere to dispose of them. He then said he would organise on Monday for the chairs to be removed. He also said he would look into the missing cushions and if they had gone astray he assured me that on Monday if he could not ‘find’ the cushions he would organise a new set for them to be sent by the end of the week. He promised to call me on Monday and update me. It is now Wednesday and I have not heard from Thomas! I have just called them and surprise surprise no answer! I left a voicemail. I doubt I will get a response. I have also ordered a parasol £545.00. This was 3rd August 2021. I am still waiting for it to be delivered! I am absolutely disgusted that a company could take your money and not deliver the goods! I actually didn’t want to give any stars as Thomas’s customer services is atrocious!