Willow And Hall - Overall Rating based on 24 reviews
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Sofa Bed
We ordered a sofa bed on 2 April 2021 knowing that it would take 12-14 weeks for delivery due to Covid. This was very clearly messaged on their website. That deadline came and went, and I didn't have a single response to any emails I had sent. Eventually after waiting on hold for over 45 minutes without any response to my call I sent another email and got a response. The service agent said my sofa was going to be delivered in the next 2 weeks. Those 2 weeks came and went and still no sofa or communication. I sent an emailing complaining about the customer service and that I still didn't have my sofa bed or any idea when I would receive it. No response back. So I had to wait on the phone once again for 45 minutes only to be told that the warehouse was closed due to Covid and would open on 9 August. They assured me I would get an update then. I had zero update and this was now almost 20 weeks since I had ordered my sofa. I asked for compensation and they came back offering me £100 off the price of the stain guard I had purchased. Anyway after another couple of weeks of no response and no delivery details we requested a full refund and really surprisingly they were only too happy to arrange for this. They said it would take 14 days from 18 August when we requested the refund - so I am now waiting in anticipation as to when we will receive this. I dont actually know what this company does and how they stay open if they dont actually provide sofas to customers who pay for them. It all feels like a scam and the company needs to be investigated in my mind. I can't tell you strongly enough to NOT order from this company!
A non existant bed
Awful experience so far! I recommend avoiding them! Ordered a bed in March which should have been delivered in 10-12 weeks. We are now in week 15 and I have just been told that it will be at least another 2 weeks until my bed is with the delivery company then they will see when they can fit delivery into their schedule. Having called multiple times I have 0 confidence that this information is even true. I had previously been told after multiple calls that my bed would be here at the beginning of June. It's a different story every time and the customer service team promise to take actions and come back to you but don't. Honestly the worst customer experience I have ever received. Not a single good word to say about this company. I will be requesting an immediate refund of nearly £2000 but I will have to wait on hold for an hour or so first.
Did you ever receive a refund?
Sofa bed
Do NOT UNDER ANY CIRCUMSTANCES USE THIS COMPANY.
I ordered a sofa six months ago, and at the time spent a long time on the phone with a sales rep checking measurements to make sure it would fit upstairs. The sofa was due for delivery in February this year (ordered November 2020). The deadline came and went with no communication from the company, and after chasing several times I was told it was delayed due to Covid, which I accepted. I was promised delivery in March, which again came and went with no communication. Having chased again and again, I was told April. It arrived and did not fit despite their assurances, and had to be sent back. I then had to chase to arrange a refund, which I was offered with no issues because it is so obviously a huge mess up on their side. However, I was told it would take max 14 days to get my money (nearly £2,000) back, and promised they would expedite this because of the problems I have had. 15 days later I had to chase again for my refund, and while they have now confirmed it has been issued, they only just advised it might take another 10 days to appear in my account. Its utterly unacceptable to take that much money from someone for 6 months with no goods ever received, and then to not action it as a matter of extreme urgency. I have been told there is just "nothing they can do". The only excuse they will give you by the way, is that "we are a small team." So, don't order from this company unless you want to spend several hours on the phone chasing them, don't mind waiting 10 days in between hearing from customer services, be £2000 poorer, and still have no product.Buttermere sofabed
I purchased a sofabed during their promotion. They said it would be delivered within two weeks. After three weeks of no communication, I called them to ask about my sofabed. They said they were running late and If I don't hear from them within a week I should call back. Upon no further communication, I called as advised and was told that the sofabed was damaged and could not be delivered anymore but they would find a comparable sofabed or replace it with a made to order one with a 10% discount on the sale price. They said they'd call to let me know which sofabed they'd replace it with in the late afternoon that day. Noone called. I called back and got another customer service rep who let me know all the sofabeds they sold during the promotion were damaged and none of them could not be delivered but they'd either refund or give me a 10% discount on the "full price". This is now after 4 weeks of purchase. She denied ever offering me a replacement sofa or a made to order sofabed. When I contested this they said they'd check and call back. No one called of course but I received an email letting me know that they have no 2 seater sofabeds in stock so they're cancelling the contract and giving me a refund. I don't believe anything they say. I think they had cashflow issues when they sold these sofabeds and scammed people to take their money until they were financially ok. After that, they found an excuse not to deliver the discounted sofas. Never did they call me to inform me on the damage to my sofabed, delivery or lack of stock. Total scammers. I'd stay away. I'd give them 0 stars if I could to protect others.
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Buttermere sofabed
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