It has been about three weeks since I’ve had to try and arrange a collection for my sofa that arrived damaged. I work away during the week so I’m unable to schedule a collection. They had the audacity to offer me a £25 refund when the item would either cost me £60 to fix myself or £90 to send it back to them in my own time. After explaining this to them for what seems like the tenth time they still give you the same options every time and are very rude and unhelpful.
Review by JMicallef3 months ago
Absolutely horrendous customer service. Ordered a set of garden furniture - delivered a bed. Then delivered chairs only. Then the third time the courier company got in touch to say they're not delivering as the table is smashed. Now they've said that they're out of stock on the tables so won't be delivering. No apology, no offer to resolve the situation other than return the chairs to receive refund, horrendous attitude. I've taken 3 (unpaid!) days off work to receive delivery, it's now cost me more than the set is worth! Will NOT be using again.
Review by Girdler3 months ago
Shambles is the only word to describe!
Ordered 1 July, told 5-7 working days until delivery.
Followed up 7 days later, told we will call you next week
Followed up 7 days later, told they are unable to fulfil order and want to offer an alternative. They send email confirming, stating immediate delivery, I accept alternative.
Follow up 7 days later, told we are waiting for your reply. They find reply from 7 days ago.
Told will be delivered Friday, I even call at 4:45pm Friday to make sure and am told yes, definitely today
Doesn’t turn up!
Call Saturday, told will be delivered today, lose temper and speak to supervisor, told will be delivered Monday
Monday..... package arrives.... well part of it anyway; 3 out of 4 boxes so reject as incomplete.
Story over... have asked for refund. Don’t waste your time!
Review by DogeEyes Kronman4 months ago
I ordered a garden tables and chairs set from this company via eBay on 24th July for £379. This was delivered on 28th July. After assembling the set for 3 hours, it was discovered through cutting my hand that one of the 3 glass panels on the table was shattered. I contacted them and they kindly agreed to send a replacement. Since then, it has been nothing short of a nightmare to get this delivered. The 1st attempt at delivery of the replacement glass was apparently smashed, the 2nd attempt not loaded onto the van, the 3rd attempt again smashed. I have researched the courier and this is a common problem with them. They are overworked and therefore things "go missing". I have asked them to try a different courier for which they have refused. Now they've screwed me over by saying that I need to return the furniture at my own cost! I cannot take the furniture apart for 3 hours and find 4 large boxes to package it in and then hope that I might get my money back. It would cost an exorbiant amount of money to send it back. I also don't have the boxes for this anymore as I had every intention of keeping the set. They're a disgusting bunch of cowboys and I wish I had seen the reviews before. SCAM ARTISTS.
Review by MoriMcLennan5 months ago
Avoid this company at all costs, take your money and then no interest, if your item was delivered, they tell you lies about what the courier company says and just pass the buck. They have taken my money but no item delivered, courier say they are telling me lies about alleged delivery. Do not use you will be very disappointed.
Review by Mr Gaffney Acoveno6 months ago
no words to describe the ineptitude of this company AVOID!
Review by Touseef9 months ago
Very bad, missing parts
Review by Eiming10 months ago
Terrible service. Ordered item from EBay. Different item sent. Similar but not the same. Contacted and offered £10 refund. Which is laughable. Terrible customer service. As of yet no solution received. Russ from customer services refused to give details of company owner. Operate under eBay as cloud nine furniture. Beware!
Review by Critchos1 year ago
Rude, rude, rude, zero customer service, PLEASE avoid at all costs
Review by SebasBlanch Sondinti1 year ago
Double bed damage during delivery. Fragile bed collapsed trying to fit caster wheels. Now nine months on the springs have gone in the mattress and the bed smells of chemicals of resin or something dangerous. Comfy Living refusing to assist in any way shape or form. I will not give up
Absolutely appalling service. Even bought through Tesco website and Tesco do not want to help at all. Disgusting.
Review by Sophy1 year ago
If I could I would have given no Stars. Ordered through Tesco Direct had and email to say items being delivered 12th April then 10 mins later had another saying 16th April. I telephoned to find out which one and was told definitely the 12th so booked a days holiday. Sat in all day telephone at 4:45pm to be told actually it’s the 16th said I wasn’t happy as it meant I had lost a day’s holiday pay she said leave a note on your door telling them to leave it round the back, I said your email states the items must be signed for and that I wasn’t willing to leave a note to inform people they could just break in and rob the house and if they were lucky there may be a delivery they could have too. So took it on the chin booked the 16th off. Telephone at 9am was told it would be delivered between 1-3 at half four no delivery telephoned and the woman on the other end of the phone was rude and said it’s just a guide it could be up to 7pm. When I said that’s not what I was told she said here’s the couriers number phone them. Still no delivery. They delivered it on the 17th no notification to say it was coming lucky enough my son popped home for lunch and was in. I contacted Tesco’s who have been really helpful. Comfy living offered a £20 good will gesture which doesn’t even cover the cost of the telephone calls to the 0845 number. Never mind the £150.00 lost holiday pay.
Review by Kook1 year ago
Poor and irregular customer service over email, poor choice of delivery company xpd who I would never ever ever use again and would not actually deal with any company that I knew used them. Never received delivery in full after it was late. Will not be ordering anything from comfy living again. Ended up going to IKEA and there back and bed built in six hours saving seventy quid in the process. I'd suggest doing the same to anyone reading this.
Review by IslandJen1 year ago
NEVER EVER USE THIS COMPANY. My bed was due to be delivered a week ago, however they did not phone before they attempted delivery, so we missed this. It was sheer luck that the following day I was home and managed to accept the delivery. I opened my bed, and there were no screws so i was unable to build this. I rang the company the next day, and spoke to someone, who informed me the earliest i could get the screws was the tuesday of the following week. I explained i had no bed, and that i would need these sooner, so she said she would contact the warehouse and see if these could be delivered any sooner, and she would get back to me once she did so. She never got back to me, and i had to wait until monday to contact again. The lady i spoke to yesterday, said she would get the screws sent out and I specifically requested these be sent recorded delivery and next day, and that someone would call me back once this had happened. Neither happened, and so today I took the day off work to wait for the delivery and it never came. I phoned again today, and asked someone to check the delivery and she again said she would get back to me and never did. I had to ring back again, to be informed the screws had been sent first class but not next day. I asked to speak to a manager, and was told he was on holiday, so managed to speak to a supervisor. He told me there was nothing else he could do other than have a conversation with the person who sent out my screws and if they werent here by tomorrow I would have to call back AGAIN and arrange delivery. He never apologised once, and was just as useless as his other colleagues. I would never, ever use this company again, for the amount of time wasted and the quality of the bed, it is not worth it all.
Review by JeffandCath1 year ago
Comfy Criminals. This company had a returned order on 4th April and are still stalling making a refund. Of £209.99 They have emailed (7 days between emails) asking for information stating, the server was down, we are awaiting a reply from the courier ,there is no record of return, etc etc and have now changed the date of return I had quoted. They advertise on Tesco Direct as a recommended seller. Avoid this company at all costs. I have now written to the ombudsman because they have no intention of refunding me. Tesco Direct have been useless albeit making the right noises and are still allowing them to trade under their name
Review by Harijean Nwoka1 year ago
I ordered a futon bed from them with a delivery date of the 6th April.It did not arrive as planned. I emailed Comfy living immediately. They responded very promptly, even though it was a weekend. They explained it would be delivered on the Monday 9th April. I was reluctant to wait considering their bad feedback. However, I gave the benefit of the doubt and said that if it did not I would require a full refund, to which they agreed. The item did indeed arrive as scheduled on the Monday. The item is just what we wanted, and is of good sturdy quality. I therefore feel some positive feedback for them is justified if anyone does have doubts about using them. It is just unfortunate their courier let them down on this occasion.
Review by Dimpkins1 year ago
1 star rating for this company would be 10 times more than is expected, useless absolutely useless, delivered a bed a week ago that was 2 days later than expected call these people and you are so many in the call line and cuts you off when you get to 2 people in the queue, don't keep you updated, still waiting for the delivery of the mattress for my bed, worse thing is Tesco direct are still associating with this tin pot company, ridiculous absolutely ridiculous.
Review by Jocjo1 year ago
Rubbish, Rubbish, Rubbish, Ordered a bunk bed the delivery got split in 2, waited over a week for the 2nd item, STILL NOT COME, No telephone number only email, the delivery company they use looks like a 5 year old made the website, I would never use this company again, to be fair I wont be using them this time as I will get amazon / my bank to give me a refund as they have not sent the items
Review by Didiana1 year ago
Comfy Living is one company you will want to think twice about before giving them your hard earned money; They're borderline thieves with no customer service skills whatsoever.
Their customer service is a joke at best. They also ship via XDP (look them up for information on that). Despite being promised my item would be delivered the next day, it had still not arrived a week later. Anyone with a job would be upset given their loss of earnings. Comfy Living advised the courier had lost half of the consignment but didn't know which half and I had to wait for the one half they did have (another day of lost earnings) so they could resend the other half (yet another day of lost earnings) . A pitiful 'solution'. I asked for the order to be cancelled and refunded to which they told me they would only honor on confirmation that the courier will return the part they had. XDP agreed to this but the refund never arrived.
Shockingly, their Customer service team was no longer interested in dealing with this issue and ignored all future correspondence. I had to escalate to PayPal and open a case with them instead. After Comfy Living failed to respond to the PayPal case, it was ruled in my favour and, almost a month later, I have my money back.
Despite their negative feedback, I gave this company the benefit of the doubt and took a gamble. Don't make the same mistake I did.
Review by Severus Giuliodibari1 year ago
Worst customer service ever - avoid at all costs. Only delivered half my order still chasing the rest - premium rate number to get through -no one answers. Shocking
Review by Aygyul Meiland1 year ago
Ordered a bed from this company on 25/3/18. Got email to tell me it would be delivered 2/4/18. It didn’t turn up. Rang them on 3/4/18 promised delivery on 4/4/18. Didn’t turn up. Rang late afternoon on 4/4/18 promised delivery 5/4/18. Didn’t turn up. Spoke to manager promised delivery 6/4/18. Didn’t turn up. Rang manager back. Bed has been lost. New order to be delivered 9/4/18. Didn’t turn up. Bed finally delivered 10/4/18. Customer service non existent, totally incompetent, would never ever recommend this company. Only gave it 1 star because I couldn’t give none. Emailed to say they were giving me £10 back for my trouble.
Review by Algie Derrow1 year ago
If you want:-
- your delivery over 3 separate deliveries
- to have parts missing and have to call to chase them
- to be unable to speak to someone on the phone without waiting in a queue for ages then get cut off
- to eventually speak to someone that has a terrible attitude, rude and unwilling to help
- to have to raise a formal complaint with Tesco (as Comfy Living are an approved partner of theirs and you purchased through the Tesco Direct website)
- to chase couriers that Comfy living instructed because they are unable to do this for you
Then go ahead, order from this company
Review by Jinjou2 years ago
Ordered from Tesco Partners. Was unsure whether a kingsize bed for £220 was decent though it came when it was meant to, it was correct bed and mattress and I have to say the bed is very sturdy , great quality and all the parts were there. The mattress was good quality and better than expected. Saved myself some money and when I had a problem with delivery they replied back within a couple of hours. Thanks guy's I have a bed for xmas
Review by Veverly2 years ago
Delivered bed incorrectly not once not twice not even the 3rd time. Still have 2 damaged beds. Worst customer service in history. A month on still nothing. Operating as cloudninefurniture on eBay. Avoid at all costs
Review by Tinuke2 years ago
Id rate zero if it were an option.
I ordered a bed frame from Tesco Direct from one of their Partners ‘Comfy Living’. The experience and ‘customer service’ I received not only from Comfy Living but Tesco was nothing short of appalling.
The delivery was supposed to be by Monday 12th June at the latest. This did not happen after I waited in all day on a rare free weekday. I contacted Tesco Direct to be told that as it was a partner all they could so was contact them. As they were closed I was told that a message would be sent for them to contact me. This of course did not happen.
I received my parcel the following day on the 13th at approx. 2pm. When the driver brought it he said ‘I was going to bring this yesterday but the depot said as the box was damaged they didn’t think you’d accept it.’ And he was definitely right. The box was visibly damaged and barely holding together with visible damage to the bed frame.
Yet again I contacted Tesco about 10 minutes later, who basically told me to contact Comfy Living with photographic evidence and that Comfy Living would then call me. I did as instructed and yet again no reply from anyone. I then called Comfy Living to chase them up as I was without a bed at this point and in need of a prompt resolution.
They were the most unhelpful people I have ever had to deal with. I was told either a replacement could be sent or it could be collected for a refund. No apology or even understanding of why I was so annoyed. I hadn’t even opened the packaging as I was worried I couldn’t get it back in.
I said ok I am free tomorrow to be told ‘Well you’ve missed next day as it’s after 12.’ Bear seems to have in mind the parcel was a day late and it was 2pm when I received it. I then offered Saturday as I work weekdays currently as does my partner and family. I was then told they don’t deliver at the weekends and that could I not get a day off or get come else to sit and wait. I understandably told them that I couldn’t as I had already had 2 days mid-week to wait in on this being delivered and that there must be a courier that delivers on a Saturday in the UK. They said that they can only use their partnered courier and they don’t work Saturdays and their office is also closed Saturdays.
The next available weekday I have is the 26th of June. I cannot be reasonably expected to be without a bed until then and quite frankly I wouldn’t even want another bed from this joke of a company if that is the state they send products to a paying customer.
The person couldn’t come up with any decent answers to my queries or any solution so I asked for it to be escalated to her manager who I was told was the office manager as well and was busy so she would call me back. Imagine my surprise when she actually knew how to return a call unlike anyone else I had dealt with.
She was very apologetic but basically just reiterated what her colleague said about the courier not being available at weekends but did say she would go away and look at further options with regards to couriers and that if I opened it and if the damage was not to extensive I could keep the bed for reduced price. She asked me to send over further photos that night and she would deal with it in the morning. She promised to call me first thing today on the 14th but seems to have contracted the same phobia of calling customers as everyone else.
I contacted Tesco again last night to be fobbed off with the same old story. I told they that were in some way responsible for ensuring that their partners were kept to a standard and all the agent kept saying was that my contract was with Comfy Living and nothing to do with Tesco although I had purchased it from the Tesco website.
Now imagine my surprise, upon a little digging, that on the Tesco website it states:
“What if I contact the Tesco Partner and they don’t help me?
All of our Tesco Partners exist as businesses in their own right and they have their own customer service operations so we find the majority of issues are resolved quickly. However, in cases where the Tesco Partner has failed to resolve your issue, you can escalate the issue and ask us for help in resolving your problem. Please see the Tesco Partners Guarantee for more details on the process.
What is the Tesco Partner Guarantee?
We know that you may not have heard of all of our Tesco Partners and understand you may be reluctant to buy items from third parties. The Tesco Partner Guarantee is available to reassure you in that should anything go wrong between you and the Tesco Partner we will liaise between you both to resolve your issue and secure your refund of the original amount paid, should this be due. Please see the Tesco Partners Guarantee for more details.”
The Tesco Partners Guarantee states that:
“If you are not satisfied with the service you have received from a Tesco Partner you can ask us for assistance. We will support you as part of the Tesco Partners Guarantee to help you when an item has not been received; an item is faulty or damaged; or if you have not received a refund from an order that you have returned.”
This totally contradicts what the person told me over the phone and they have failed to meet that guarantee but providing me zero assistance when I have told them time and time again that Comfy Living are being incompetent in dealing with my issues.
I decided to do a little bit of research on Comfy Living as I suspected there may be more instances of this happening. And no surprises when I looked on their Trust Pilot reviews and found them way below average 3.9/10 with review after review alarmingly similar to my experience of both Comfy Living and the way that Tesco have handled it.
I opened the bed last night and found the damage to be extensive and not something I would be willing to keep for any amount of reduction in price. The bed frame was scraped in multiple places and was also absolutely filthy. So dirty in fact that my hands were black with dust upon touching only some of it. I took what photos I could and sent them over to comfy Living as per Georgia’s requests with my contacts details and the fact I needed an urgent reply.
As it stands at lunchtime, I am still waiting to hear from Georgia the manager – even after I called and asked for her to call me again. I have a bed that is damaged beyond an acceptable state. I can’t have the bed collected as they don’t have any suitable couriers available, when the damage is in fact their own fault and not as a result of just my unhappiness with a product. I require a refund ASAP as I now need to buy another bed because currently I have no bed.
Contacted tesco again. Useless again. Passed to another person yet again.
Ill now have to wait until my next weekday off 26th June for a collection then a refund. Laughable.
Still no bed. Still no refund.
Avoid at all cost as they are a cowboy operation.
Review by Arios Solh2 years ago
An absolute waste of time, as before avoid at all costs, 1st only 1/2 of bed turned up, when the 2nd half arrive had wrong bit in, promised to replace last Saturday but guess what, no delivery , no contact, no apology.