Love-your-home Reviews

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