Jade Home Assembly Reviews 53

Twice they have cancelled their delivery at short notice and have not given me a new delivery date. Emailed and texted with no response.

Don't turn up even though you phone to book a week before and two days before. Don't use

Useless service people having no idea what they're doing and minimal communication within their office.
Tried to rearrange delivery once. Said they would contact me soon but no reply over a week and I had to chase twice. Answer was they were mostly not in the area and didn't the hell know when next. Apparently the organising people don't even bother to inform those who answer calls promptly.
Now I am not particularly sure whether they mean to service me or I am expected to them. Always have an excuse and costumers are supposed to offer understanding to these people who must be so difficult in their work due to incompetency.

Awful company, don’t use any company that uses these as their delivery company, they had my package for well over a week kept phoning and was fobbed off with its with the planning team. Was finally given a date which I could not do and they basically said I have to wait 3 weeks for another date. For a company that has a planning team they couldn’t say whether it was am or pm. Cancelled my order because of this company and will not order anything else from silvercross until they get rid of this company!! John Lewis also uses this please avoid at all cost!

The delivery and service we received was absolutely fantastic! Our delivery driver kept us informed of when our order will be delivered and he was very friendly and super helpful in bringing a number of heavy items to our house. Thank you so much and I would highly recommend their services.

Dreadful customer service. Was told delivery would be within 14 days of ordering. 14 days came and went and no contact whatsoever. Complained to John Lewis, with whom the order was placed, and no contact still, despite the company outright lying to John Lewis that we didn't take calls. They then outright lied to John Lewis again stating that a date had been agreed, which was the one day of the week we couldn't do. Finally today, 4 weeks after the order was placed was the first I heard from the company asking to confirm delivery for the one day this week we told John Lewis we expressly couldn't do - and was the date they insisted was agreed. Phoned up customer service to express my anger and that the issue should be escalated, and was basically fobbed off, no emotion or understanding in the individual's response. Not even a basic apology. Now expecting another 2 week wait before we hear anything again. Absolutely unacceptable level of customer service.

After a bad start, cos they didn’t arrive on the first appointment and no courtesy call to explain why, they rescheduled for the next day and the assembly team were pleasant and hard working - in 27 degree temperatures. I can now see why appointments may overrun due to complex instructions. The fitter arrived at 8 am and left the cot mattress in his van, by mistake, but to his credit, he returned at 6 pm to drop it off. Overall I am very satisfied with the assembly and furniture which is solid as expected with Sliver Cross and quality exceeds expectation.

Delivering a bed on behalf of another supplier.

Did ring me a few days after purchase to say they'd had a cancellation and did I want the slot, but unfortunately I was unavailable.

Scheduled it for a few weeks later - all confirmed via email. Day in question, just a text advising I'd receive the delivery between 7am and 6pm (when other delivery companies of big stuff can offer a two hour time window, this is poor).

Sat in all day with two young kids (painful) - no updates. Emailed them, and the response was 'sorry we can't give you a more specific time' - later in the day, emailed again, no response.

I'm not a harasser, but I think you're gonna know a slight ETA - morning, afternoon, won't make it etc. I worked for a delivery firm of big stuff for near on 7 years, I know how it goes...

No one answered the phone all day, and I made sporadic calls between 10am and 6pm - no one ever picked up.

6pm came, phone line now shut, emails ignored. Sent another email asking how this is now rescheduled?

6:30pm - delivery turns up. Drivers tell me that I should have been contacted to advise they were running late - erm, nope.

Not even a follow up 'sorry' email the day after, just ignored me because it had been delivered.

You need a few lessons in customer service. You need to up your game on the customer journey. Your competitors are miles ahead of you. Sorry.

(I'm giving you two stars instead of one, because the bed did actually turn up on the day you said it would, so I guess I shouldn't expect too much)

The worst experience in customer service and communication by any company I've ordered from, it took months to book a delivery slot. They turned up and the wardrobe doors were smashed some couldn't be fitted, tried to contact them regarding a replacement(no answer). Arranged a new date and turned up with the doors but no handles so couldn't fit them, just left the glass doors in the hallway, not sure when there coming back(A COMPLETE JOKE)..

Awful company purchased through bensons beds and weinman, had multiple messaged stating delivery date , they never turn up snd when contacting them they basically say don’t know

Order Ref: 8179885 and 8181451
Ordered 2 wardrobes from Bensons. Had a slight challenge in terms of arranging delivery/assembly. Rang and spoke with Fran Anstey, Customer Service Manager who was absolutely wonderful. She listened, understood the issue and took ownership, ensuring delivery was made and tracked every step of the way.
It's rare to experience Customer Service of this standard which compelled me to write this review.
Fran, thank you for excelling and being lovely at the same time. You're an ambassador and a credit to Jade Home Assembly and I hope they appreciate you as much as I do.
David

This company came to assemble a large wardrobe for us. Communication was good. Date offered and accepted and drivers/assemblers rang an hour before arrival. They were courteous and professional and worked diligently to finish the job in around 2 hours. They explained everything they had done and showed the workings of the unit.
Excellent service and beautiful new wardrobe, thank you!

My parents recently purchased one Stompa bunk beds from John Lewis, which were supposed to be delivered by Jade Home Assembly, as they have a contract with Stompa. Unfortunately, our experience with Jade Home Assembly has been frustrating and highly unprofessional.

The initial delivery was scheduled for Monday, 17th February, but the driver falsely claimed to have waited outside the property for 20 minutes. This is completely untrue, as we have CCTV footage proving that the driver was only there for one minute before driving off. No attempt was made to contact us, and there was no communication regarding the failed delivery.

Despite providing clear evidence, Jade Home Assembly refused to acknowledge their mistake and insisted that the driver had waited the full 20 minutes. Their dishonesty and lack of accountability are unacceptable.

Due to this failure, my parents went directly to John Lewis in High Wycombe to resolve the issue. The staff were helpful and managed to contact Jade Home Assembly, who then confirmed via email that the bunk beds would be delivered on Friday, 21st February. However, on the same day we received this confirmation, Jade Home Assembly canceled the delivery without warning.

Following this, we received another confirmation stating that the bunk beds would be delivered on Wednesday, 26th February, in the morning. Yet again, Jade Home Assembly failed to deliver.

This entire process has been an absolute disaster—multiple failed delivery attempts, false claims, poor communication, and complete lack of professionalism. If you’re purchasing furniture that requires delivery and assembly, I strongly recommend confirming in advance whether Jade Home Assembly is involved. If they are, I highly suggest reconsidering your purchase to avoid a frustrating and unreliable experience.

I am at the point where I am questioning whether this is even a legitimate business.

I paid £69 for furniture assembly. This was in respect of a cot and drawers purchased via John Lewis.

A fitter turned up late and very disgruntled. Whilst he put the cot together, he left the drawers half assembled and said he would have to "fail" it as the supplier delivered the wrong parts.

When I husband inspected it, it turns out that he put it together completely wrong.

Since then I have been attempting to contact the company for a refund as quite frankly they have not delivered the service I have paid for and we have had to go to the trouble of rectifying the fitter's mistakes.

I should also add that the fitter was very unprofessional - huffing, puffing and making aggressive remarks whilst trying (and failing) to assemble the furniture.

This company was very quick to take my money and now they have not responded to my detailed email sent a week ago (attaching photos to evidence the fitter's errors). I also can no longer get hold of them by phone.

DO NOT USE THIS COMPANY.

I feel compelled to do a review for jade home assembly. The communication was excellent throughout. The 2 guys that delivered and assembled were punctual, friendly, efficient and most of all fast workers. Thank you so much :)

Totally useless service sent a text after waiting two months for a shelf replied no and 5 days later got another text telling me delivery a month later ! Total waste of time.

Wouldn’t even waste your time with this awful company. Why DFS use them I’ll never know. Was given a date that I couldn’t do because I’m at work. They then said they’ll cancel and it’ll be sent back to the planning team. I’d advised what days I am free and still no one’s got back to me. Email after email, dfs have contacted them too. Still no reply. They don’t allow you to pick a date, which to me is bizarre as not everyone is free when they are. Avoid.

The issue isn’t related to the delivery or assembly of the furniture but rather the poor communication. This is the fifth time the company has tried to call me. Unfortunately, I’m working during the day and have missed their calls. However, I’ve always called back but never managed to get someone on the phone.

It’s extremely frustrating and a complete waste of time! I even asked them to email me instead, but that never happened. This bad review is for the lack of effective communication. Please work on improving this!

John Lewis should not be using this outfit for their delivery and assembly service. They spring a date on you and if you have the nerve to tell them you are not going to be in, they punish you by sending your delivery back to a non-contactable and possibly non-existent planning team and nothing will be heard from them for weeks. I feel sorry for the staff who have to keep fobbing off customers.

Awful customer service. Ordered a lovely silver cross nursery set and it turns out despite being a reputable brand, they use an awful delivery service. Delivery was £25, so I expect it to work around me. Instead I get given 48hrs notice, when I stated I was unavailable for delivery, they just say they'll be in touch 48hrs before they're next in my area again. This has happened twice now and I'm wondering how long this will go on for. My bany will probably be old enough to put it together themselves by the time it arrives!