Lombok Reviews

Ordered 5 weeks ago - nothing
Tried to contact - nothing

I've worked on a number of adminstrations in my time and it is a matter of common decency to confirm to customers who have parted with money, but have unfulfilled orders, what has happened.

That this didn't happen is as much a fault of the administrators as it is the company. It appears to have been exceptionally poorly handled. As it was, upon being unable to get onto the website and raise anyone on the phone, I put two and two together and checked the retail industry press - check Retail Gazette on March 30, 2020.

That it took a customer to work this out for themselves is a pretty poor reflection on the way this has been managed.

Check with your credit card company and you should get your money refunded through S75 of the Consumer Credit Act.

Ordered 3 months ago, nothing has been delivered, no communication about order. When I sent requests, each time an email back telling me it would be delayed further and further. I have started a dispute through Paypal for a refund. I don't think they are trading anymore, but just in case - AVOID!!

They took £500 from me in early Jan for an item that was supposed to delivery in five weeks. When I never heard again eight weeks later I asked for a refund, got one email saying “your beautiful furniture will be with you early April”, I replied saying I still wanted a refund, and despite several emails never heard again. Now they’re bouncing back and it would seem like the company doesn’t exist anymore but haven’t had the decency to inform anyone with open orders of their status. Thieves, as this was an issue (clearly from these reviews that go back months before COVID-19) and they took the money anyway when they didn’t even have the stock.

DO NOT ORDER FROM HERE! We ordered a table in December - they took our money and we have not received anything. Now impossible to get hold of the company.

Everyone be warned. I've been informed by a member of staff they have gone into administration. Be careful placing orders. I'm waiting on a delivery so I'm not sure what it means for our deliveries....

NEVER AGAIN! Just DO NOT buy from Lombok!
I paid them 5 months ago for a sofa, and still do not have even ETA for its delivery. Lombok only takes your money, but NEVER delivers! Also they will never treat you as a client. Being a client of Lombok means:
• 1+ hour waiting time on the phone to "client" support, which will give you nothing
• No one ever will call you back with updates
• Sending emails is just useless, the response time will be 5+ days
• Even sending formal complaints will never result in a response

So in fact, you pay Lombok, they will never deliver and you won't get your money back. Such a DISRESPECT from a "luxury" brand!

Very efficient service and delivery. Extremely pleased with the console table, it looks great.

I was promised that someone would call me today. You have yet again failed to respond. Please call before I open up a credit card dispute. Awful company AVVOID as they treat customers with utter contempt.

I would like to Thank Catalina at customer services for being so helpful and meeting all my needs when my daughter needed to order the King size Sumatra Bed in a very short time frame. Catalina went out of her way to accommodate me and even managed to get the delivery slot that i needed. Chris and Peter who delivered and set up the bed were cheery and quick, infact from the time they arrived and went was just half an hour. I have brought a bed form Lom Bok some 8 years ago and loved it which was why my daughter now wanted the same.

Thanks again
Jazz

Finally the end of a 4 month wait for a coffee table, which was meant to take 6 weeks.
The appalling level of customer service, it is beyond belief. The chance of actually getting to speak to someone is nigh on impossible, long waits sometime up to 45 minutes, or getting cut off. The times I did get through to see what was going on, resulted in empty promises of deliver or on one occasion, courtesy of Scott was sarcasm and bad language, great ambassador of the company. The deliver company they use is not a leading company that delivers country web everyday so I have had to wait 5 weeks until it was in my area.
They are better companies out there, that offer the same type of products, with much better customer service and delivery, use them, not Lombok. Last time I would ever use them and my advice, avoid them.

I was initially concerned about placing an order due to the many negative reviews so I decided to take a trip to the Tottenham Court Road Store where I spoke to Charlotte Campbell who explained why customers were experiencing delays. I then decided to take a risk by placing an order and I'm so very glad I did as my experience has been excellent and my order arrived without any hiccups or delays.

The quality of the SUMATRA bed frame I recived is unlike any other I have seen on the high street, it's also robust and stunning. I plan on ordering a few more items in the very near future...

It's worth noting that anything travelling through customs may be delayed, which is not in Lombok's hands and may happen with any item regardless of where you order them from.

Thank you Charlotte, much appreciated.

An absolutely shocking customer experience so far and we're not even at resolution. We ordered two chairs against a sample colour swatch which was incorrectly labelled. As a result Lombock sent us the chairs which were not the colour we wanted. Despite several attempts they are refusing to ship us the new chairs in exchange for the ones we don't want / did not order. Lombock - please sort it out. You are liaising with our designer, Emma (SW18). If a resolution is not found by January 3rd, this review will be the least of your worries.

UPDATE - 2 weeks since I posted this and they're still giving my designer the run around. It's been a week since Emma, our designer sent them evidence of their error and we've heard nothing from them AT ALL as to when the correct chirs will be delivered.

What is going on?

I honestly cannot believe how much of a joke Lombok is.
Please do not shop with them, their customer service is appalling and they fail to deliver on their promises time and time again.

Time and time again they have failed to deliver my product on time. The sofa is already 6 weeks late and they haven’t been able to provide any apologies or explanations as to why. They haven’t even bothered calling me at any time to tell me of the delays. Today after taking time off work I received a call 20mins before delivery saying due to health and safety issues they cannot deliver my sofa. I even informed them over a week ago regarding the health and safety concerns (my lift is out of action, so needs to be carried up the stairs) and they spoke to their logistics team who informed me this would not be an issue. Apparently on the day of delivery it is. Sofa is already 6 weeks late & it’s now going to be longer.

Please do not expect them to call you back. Since my issues starting back in Dec, I have had to chase tens of times to get calls back.

It’s an absolute joke and such a disappointment, I am now beginning to be think they have just taken my money and have no intention of delivering it. Lesson learned, do not use Lombok

Excellent customer service offered by the customer care, thanks Andreea

We just received our sofa bed and were very impressed with Lombok's customer service. We had dealings with Scott, who was friendly and knowledgeable. Would highly recommend.

Customer service from Scott was excellent, had great knowledge and answered all my questions and was lovely to speak to.

Very satisfied with the service provided and the product. Must mention Scott for taking time out to keep me updated with everything. Thank you

Extremely happy with the product, fast delivery. Customer service from Scott was second to none. Highly recommend.

Great brand. Phoned scott in customer services. Very helpful.

Excellent customer service! Catalina was extremely helpful.

Dan and Chris have been amazing- very helpful and professional and even helped with moving the mattress on top of the bed. Thoroughly enjoyed having them help us with the delivery. Brilliant service

There is a great sale on at the moment which I've taken full advantage of. Customer services called to arrange best time to deliver all my items, he was very accommodating as I work such long hours.
I am so excited - I love a January SALE!

It gets worse
As an update to my review on Dec 25th we received a text from Lombok on Thursday 9th Jan saying the remaining furniture would be delivered yesterday on Monday 13th between 12.00-2.00pm.
The delay since Christmas Eve has already caused untold problems with travel plans, so when the furniture hadn't arrived by 3.30pm and we phoned customer services and were told that the furniture wouldn't now be arriving 'today' but on Monday 20th instead we were left totally exasperated. We ordered this furniture, and paid a 50% deposit, in mid October. This really isn't good enough.
Looking at the reviews on here they seem to be either really good or really poor, there's not much in the middle. It would seem that Lombok manage to mess up about 40% of their deliveries so all I would say is if you are going to order from them factor in an extra couple of months.
The product itself is fine but this has been a really disappointing experience particularly as we have spent over 10,000 GBP.

Great service proved with a simple and easy website to use all the way through to the courteous delivery men who carried the furniture to the house and removed all packaging and checked over item for any potential damage. Great service. I will use again.