Love-your-home Reviews

We are minded to write a review even though it is some time since we bought our Byron sofas And why Well because both sofas are still rock hard even after 2 years use We did make a complaint at the time and questioned whether the sofa cushions were the same spec as the Byron sofa on display which was soft and comfortable After several discussions with Leigh he concluded that there was nothing that could be done because we had chosen a velvet fabric that didn t let the air out Thereby remaining hard and solid because full of air that can t escape through the fabric And here we are on a Saturday evening still chastising ourselves for accepting the sofas in the first place and a somewhat dubious explanation We understand that nothing will happen but just want others to be mindful of dreadful after sales service

Hardeep and Ryan delivered an extremely heavy sofa to our third floor apartment At first I was impressed with their spirit and tenacity in getting the three hour job done That is until I saw the damages they made to the wall and staircase railing which they neglected to highlight to me- apparently they took photos and gave them to customer services but neglected to highlight the damages to me The team are not professional they were late for both delivery and collection this could be overlooked if they were honest about the damage caused Photos and evidence shared with LYH customer services- still awaiting feedback

I purchased two sofas and three armchairs which arrived in October last year One chair was not made properly and has twisted seams and I STILL cannot get LYH to take any responsibility for the fault over 4 months later and either replace it with a properly made item or refund me Everything gets referred to the Directors who don t seem to care once the money is in their account Very poor after sales customer service experience and I can t recommend them

The first thing is that the sofa was well over the time stated and at no point did any one say that only devller to Scotland once a month But I will say the furniture when it did arrive it is very well made

The sofa we chose having visited their barn showroom was the Otillie 2 5 seater in linen It was chosen as it felt very nice and comfy 3 months after delivery ours was still ROCK HARD solid And now 1 5 years on we prefer to sit on cushions in the floor and use it as a back rest Every time I come in to the room and see it I think of it as a terrible purchase decision Sadly it is nothing but uncomfortable no give in the cushions apparently linen can do this now they tell us It was a 3k sofa which is not cheap for what it is I called 1 month in of having it and the sales team said it will break in soon 7 months later we took the cushions to the showroom to analyse the base cushions with their showroom sofa And ours were definitely harder they did change the cushions after a lot of haranguing but it hasn t made a difference At all We are now going to hack off the foam and see if this makes a blind bit of difference if not may have to sell it What a waste of time energy money and zero enjoyment LYH need to seriously look at this

I placed an order for a bespoke Eliza sofa On LHY s website is a picture with width length and height dimensions An arrow sits at the top of the back of the Eliza to illustrate width I wanted a sofa that was 190cm at the top back so I ordered width 190cm based on the illustration When the sofa arrived it was 15cm shorter at the top than I expected The delivery drivers called company owner Leigh for me - he acknowledged the measurement illustration was ambiguous but said that everyone knows you measure width from the bottom He then accused me of shouting at him I wasn t and hung up the phone on me I emailed my complaint on 2nd Nov with a PDF showing that 8 sofa brands including Heals Neptune and Loaf all place their width arrows at the base unlike LHY I could not find another sofa brand which offers measurements in the way LYH does I also spoke to the owner of a sofa company who sell standard sizes and offer bespoke He explained for bespoke orders his customers sign off a CAD drawing with each and every measurement correctly placed In LYH s case it appears the onus is on the customer to know how to measure rather than LHY to provide clear measurements in line with industry standards I followed up my 2nd Nov complaint three times and was told Leigh will hopefully respond soon On 5th December - 33 days later - the sales manager finally responded despite telling me for over a month that Leigh would She did not acknowledge my demonstration that LHY s measurement system differs to industry standards nor that Leigh had hung up the phone on me I was simply offered 10 off as a gesture of good will Whilst the quality of LYH s sofas is good and the delivery drivers excellent there is no complaints process in place I would suggest LYH should not be offering a bespoke service to the public who don t have the insider knowledge that Leigh expects As a fellow business owner here s how I would have handled this We are so sorry you re not happy with your sofa We recognise you found our unique measurement system confusing and will ensure it is changed to make sure this doesn t happen again In terms of a goodwill gesture we d like to come to an agreement that suits both parties - can we discuss this ASAP so we can come to a speedy and amiable conclusion Last but not least please accept my apologies for hanging up the phone on you That is how you avoid angry customers airing their grievances on TrustPilot It s really quite simple

I don t normally write lengthy reviews but my disappointment and anger at the condition that our Sophie sofabed has arrived in has been compelling on this occasion We were advised by salespeople that delivery would be within a couple of days after the sofabed arrived at their warehouse and had passed QC and the balance of payment was made Once full payment was made it transpired the it would almost another two weeks because the delivery company don t deliver there very often When it did arrive there was a scrunched up ball of fabric thrown on the floor to protect the sofa whilst being assembled or so we thought No these were our loose covers Nice one QC The delivery company although courteous failed to complete the putting together of the sofabed and my wife required a video walkthrough for the finalising of attaching the loose covers to the frame Once that was completed my wife was expecting it to look like the one in the showroom which when we visited in June we were very impressed with After contacting LYH about this they offered to get someone out to steam the covers This is the bare minimum that should be expected and will this depend on when the person goes to that part of the country We were contemplating buying armchairs and other pieces from LYH but this now seems highly unlikely I should have read the reviews here before going ahead and spending several ks with them Highly disappointed

Nice chairs hopeless service Legs not screwed in No screws at all Chair rocks and is not stable PoorI have seen the reply below but there is no design modification as my next door neighbour has got exactly the same chairs and she s had them for a year and a half I can t accept that explanation Lack of attention to detail lack of care the guy knew there was screw holes in the chair he hoped I would not notice It didn t even stand up right Then when you came back to sort the problem out didn t bring any pads for the bottom of the feet which arrived two weeks later I won t be buying from you again We both know what happened

The build quality of the sofa was fine but after having had the sofa for under two years the fabric has faded alarmingly in spite of not being in direct sunlight leaving dark patches where the cushions have been in situ The sofa now needs completely recovering which we are loath to do having had it for such a short time The company were less than helpful and were unsympathetic regarding this problem when we showed them the unsightly photographs We would be unlikely to purchase from them again

My initial experience with LYH was positive a visit to the showroom to select a bed for my daughter s room was all we expected careful thought around design and fabric choice and reassuring advice So far so good The Bed was planned to be delivered on schedule and the delivery team Ryan and Rob arrived with a cheerful disposition and helpful attitude However during installation it emerged that quality control is not all it should be and the wrong slats were sent with the bed rendering it unusable However these things happen and because the delivery team were professional and upbeat I felt that the issue would be swiftly resolved However as suggested by another reviewer the back office function is not sufficient a number of emails went unanswered and promised return calls were never received One week later increasingly desperate emails and phone calls were answered and the same lovely delivery team returned and fixed the slats A week ago I would have given the operation 5 stars but a week after the initial delivery with no engagement with customer services an unusable bed and all the frustration that went with endless correspondence I am afraid I can only give 3 stars it would have been lower but for the exemplary service given by Rob and Ryan Please LYH do better you need to invest in resourcing the back office operation to enable your customer service team to read and respond to emails and return calls and to resolve apparently simple issues which could have been avoided by appropriate quality control in the first instance these sort of difficulties really do take the shine off a pleasing product