Staff were very pleasant and willing to help

We first visited the Chelmsford store and Eve talked us through the different styles, with no pressure to buy. Then we visited Basildon store and George was very helpful, even when we changed our order slightly - lovely guy. Brilliant customer service. Delivery was smooth. The furniture is great so far (only just delivered)

POOR CUSTOMER CARE AND SERVICES.
I purchased the furniture for export to Africa and your company refused to credit the VAT to my account. Secondly, I gave the details of shipper to your company to deliver my goods, but your company failed despite the fact that your company is my favourite furniture seller in UK.

I have read your response to my queries above. However, you have failed to explain why you charged me VAT on the sale when the law provides for VAT to be refunded where goods are exported from the UK.

If you maintain that I am not entitled to a VAT refund, please provide me with the specific legal basis for your position and clearly explain why, in the circumstances of my transaction, I am not entitled to the VAT refund.

Secondly, I wish to raise a formal complaint regarding the handling of the delivery of my goods to my shipper.

Shipping businesses have operating hours during which they are available to receive consignments on behalf of their customers. I had already provided your company with the full details and location where my goods were to be delivered. Despite this, your employees failed to deliver the goods to the specified location.

At approximately 6:55 a.m. on Saturday, 26 September 2026, one of your employees woke me up by calling me, despite the fact that I had already provided the necessary delivery instructions. Your company did not take the goods from your warehouse to my shipper in Grays. Instead, your employees continued contacting both me and my shipper until my shipper eventually had to drive his removal van to your warehouse to collect the goods himself.

At approximately 11:00 a.m., your warehouse employee informed my shipper that the goods would not be released to him unless I personally attended your office and provided identification, including my international passport and UK driving licence. At no point was I warned that I would be required to attend your warehouse personally or that such identification would be required before my goods could be released to my authorised shipper.

I subsequently travelled to your warehouse at Fenway, SS15 6RZ, and arrived at approximately 12:15 p.m. My shipper had already arrived before me. A female member of staff took my UK driving licence and photocopied it before releasing my goods to my shipper.

The above circumstances demonstrate a serious failure in customer service and the handling of my consignment. I had provided clear instructions regarding where the goods were to be delivered, yet your company failed to deliver them as instructed. As a result, my shipper was required to incur additional time, fuel and transportation costs to travel to your warehouse and collect the goods.

I am therefore requesting that your company reimburse me for the cost of transporting my goods from your warehouse to my shipper in Grays, as these additional costs arose directly from your failure to deliver the goods in accordance with the instructions provided.

If you refuse this request, please provide me with a clear written explanation setting out the contractual and/or legal basis for refusing reimbursement, together with the reasons why you consider that your company bears no responsibility for the additional costs incurred as a result of this incident.

I reserve the right to refer this matter to the relevant consumer protection authorities and, where appropriate, seek further legal advice or pursue other remedies available to me.

I look forward to receiving your substantive response, including your position on both the VAT refund and reimbursement of the additional transportation costs.

A great experience at Pipps Hill with Dean today, super welcoming and helpful. Thank you!

Lovely young lady sorted everything out for me, very informative and professional. Highly recommend

Very helpful and informative. Lucy was fantastic helping me choose the right sofa. Thanks again.

The member of staff

Felt very welcomed was not harassed by the shop assistants was left to browse and when we found the sofa we liked the sales assistant was very professional and dealt with our sale with expertise. The only complaint is that you do not offer to take old furniture away, whereas DFS does offer this service.

Great welcome and service

Very friendly, not hassled was told about all the offers especially Christmas delivery, the assistant was knowledgeable about all makes and types of sofas how they worked and what to look out for, always was nice to tells us about the new guarantee, as covers the inside cushions if they need replacing, excellent service

The staff at Basildon branch were very helpful and friendly especially Callum. He helped me choose the chair that I was looking for in the fabric that I chose. All the staff were very knowledgeable about their products.

Friendly and helpful staff. Sofa arrived within the promised timeframe. Helpful and professional delivery team. Sofa quality extremely good.

A warm welcome on entry and no pressure at all from anyone whilst we browsed. When questions were asked, we received courteous and informative replies, assisting us in making a final decision. The ordering was smooth and again iinformative.

Great products and great service from the shop representative

Excellent service again from Amy. no hassle but information given when you require it. Great team good vibes plenty of selection Store clean and tidy would definitely recommend this store and the staff.

Very helpful salesman listened to our needs, and guided us to a sofa that suited our needs. The mix fabric with any sofa is a very good idea.

Good customer service and very good delivery service

Staff well informed and patient as as undecided what style of sofa we wanted