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Comments:
Just to add another poor experience with Reid... We purchased a dining room table with 4 chairs on 3 Feb 2008. We were told the expected delivery date would be 28 April. I phoned on 27 April to confirm that we would soon hear about an exact delivery date and was told the records showed the furniture due in on 29 April. 29 April came and went and no word from Reid. So we phoned and were told that they were out of stock and there would be another 4 week delay in delivery.
The furniture was finally delivered on 25 June right before we went on holiday. On our return we opened up the packaging and discovered that one of the table legs was damaged. We phoned Reid and they said that someone would come out in 72 hours to inspect the damage. Over a week later, someone did come out but insisted that the damage was repairable and that I had to agree to let him repair it or my complaint would go no further. I let him and he repaired it to what he claimed was "within manufacturing standards". I refused to sign his form until he wrote that I did not accept the repair and wanted a replacement leg.
The leg now has a lump of wax in it which is highly visible as a repair and so is not of the standard I would expect of a £668 dining room table! The store manager in Livingston has typically refused to deal with us ("you need to speak to Customer Services, after all, that's what they are there for", says he most patronisingly. Obviously store managers don't provide customer service - silly me!). Customer Services say the report to them will take 72 hours to arrive and they don't know how long it will take after that for them to assess our claim for a replacement leg. We've said we either want a replacement leg or a full refund. We're not accepting damaged goods - it's up to them to decide whether they will replace the leg or whether they'd rather just lose the whole sale. You'd think the decision would be obvious, but with all of their mucking about, clearly it's not to them!
Hi, Just a positive note about Reid Furniture. I purchased a bedroom package last year and all went well with the order, delivery and product. The sales rep even gave us money off because of a long delivery time. Furniture looks more expensive than it really was. It was expertly packed and handled. Sorry others have had bad experiences, but for once I really can't fault a company!
the andiamo and palazzio first and foremost aren't a pig skin, it's a split cow hide. I take it you where a delivery driver, the only way you'd know everything about the company cause ur right at the top there aren't you!lol. the scary thing nowadays is the people expect to go into a shop spend next to nothing and receive a product of greater quality. not the case I'm afraid the reason for poor quality and cheap immitation's of past greats is sole blame of the customer for BUYING PRICE rather than QUALITY. also the fact that people will blame anything on someone else. seriously it's general common sense to know that a suite for 800-1200 is significantly lower quality than a suite which is 3000 it all works out anyway, because u either invest more into a suite if u want it to last a decade or you keep coming back and buying cheap suites every 2-3 years. also before you complain about products or lead times for them ,take care in reading terms and conditions and make sure you know whats happening before you sign. once again common sense. please bear in mind the reason for poor quality in these times is because of the idea of having more money in your pocket. I beleive nowadays you get what you pay for, and if you pay minimum you will get minimum. how many people complained about natuzzi when reids sold their suites.
Just thought id let you all know what reid furniture is really like i used to work for them i quit as i was sick of taking customers orders to them that where covered in birds rubbish as they are all stored in an old warehouse once they come in from china the quality is rubbish the adiamo corner suite and the pallazo are made from pig skin they are not real leather the suites they make themselves are good quality but as of the end of febuary they are importing everything and stopping making there own ones also when the suites and furniture come out the containers they are not checked and the quality of the stuff is poor if you do buy from reids make sure you check the product all over guareented you will find a fault i would never buy from reid you have been warned.
Hi, I bought a leather suite from Reids and it was delivered in May 07 after waiting about 13 weeks. No problem with this as we had agreed to the delivery schedule. The salesman at the Braehead branch was knowledgable and courtious. No problem so far.... At the time of sale we paid £270.00 for the extended warranty, stain cover etc; thinking this might be a good idea. Delighted with the suite until this week, a small spot has appeared on the arm of one chair caused by being splashed with something. No problem, now glad I paid extra for 'Stain Cover'. Phoned up the warranty company 'homeserve' and spoke to an obnoxious female who asked me if the stain has discoloured the leather. I replied 'yes it is a stain' Aah you are not covered for discoloration!! I said it is stained! she replied 'you have told me it is discoloured' Yes I say by the stain! The conversation continued in this vain going nowhere. She eventualy agreed to send a claim form but assures me 'I am not covered' You can see the problem.
I have read the small print and it states cover for all stains, 'resulting from sudden accidental contact with any substance except mineral oil or soot'. Great we are covered I think! Then you read the 'whats not covered' section which states; 'Changes in colour of any part of the product regardless of the reason'. This now eliminates the 'stain cover' because any stain is a colour change!
Sorry for the long explanation. I intend to follow this through to the end. But would be most interested if anyone else has experienced this problem, and if so what was the outcome. Thank you
DREADFULL CUSTOMER SERVICE... DELIVERING GOODS THAT THEY KNOW ARE DAMAGED AND TRYING TO DISGUISE IT, DELIVERING THE WRONG ITEMS AND TOLD MIGHT HAVE TO WAIT ANOTHER SIX WEEKS FOR CORRECT ITEM, AND THE ATTITUDE OF THE CUSTOMER SERVICE STAFF IS THE WORST I HAVE EVER ENCOUNTRED. I WILL NEVER BUY FROM THEM AGAIN, AND WOULD ADVISE OTHER PEOPLE TO SHOP ELSEWHERE.
On the 2nd June 2007 my partner and I purchased a sofa from this company. I will certainly be the last !!!!!!!.
When we purchased the sofa I was slightly unsure because of the size, we had bought our new home and we only had our shedule for measurements, the salesman, at the time was very helpful and measured the sofa for us and told us that the sofa would easily fit in to a living room of our size. I THINK THAT THEY WILL DO ANYHTING FOR A SALE
Happy enough with what he said, we decided to put a deposit down and order the sofa. One week before the goods arrived we paid the balance.
When our sofa was delivered, it was far too big for our house and it's not fitting anywhere.
I have made several phone calls to Customer Services and they are not any good at all infact I think that each one that we have phoned have gave us diffrent reasons as to why they can't take the sofa back.
Now I do realise that this is partly our fault aslo, but I want them to take part of the blame aswell because we would have never have bought the sofa if we were not assured from the salesman that it would fit !!!!!. I have even tried to comprimise with this company and told them that I would be prepared to take another sofa that will fit in to my house.
I have got in to contact with Consumers Direct and they have said that I'am entitled to my money back because of thr Sales of Goods Act 1979, but they are not shifting. So Consumers Direct are on the case now !!!!!
Hopefully fingers crossed they will be able to help me.
After reading all the other comments on this company, seems like I'm not the only one with a complaint.
I can't stress enough how bad the customer service is with this company and I would strongly advise NOT TO USE THIS COMPANY !!!!
i was extremely satisfed with the service from reid furniture. i ordered my suite in the stirling branch, the sales advisor was not only helpfull but pleasant and well mannered. i have had bad experiences with furniture stores previously, and in comparison i would 100% return to Reid Furniture. from the point of ordering my sofa to after it was delivered i was given very good service. granted i had to wait 15 weeks for my sofa, i was told this at the start, and it did arrive on time and delivered within the time i was advised. i am 100% pleased with my sofa and with the company!
we ordered the new colonial bedroom furniture suite. It eventually arrived, poorly made (nail heads showing) chipped, split and bashed etc. Replacements arrived 7 months later again unacceptable. Reid explained that they don't check goods before dispatch, well that's stating the obvious! Not resolved, but never again! Customer services are a joke - not the girls fault, probably stressed out due to poor management - don't blame them just don't use the company!
Update on the comment I posted on the 25th September. Eventually, after testing our suite, and surprise surprise, it was a manufacturers fault, picked a replacement and we still haven't received it. This has been ongoing since August and we still haven't got a suite. I don't know how this company has any customers left. I know of three other people who are having major problems with Reids. I strongly advise not to use this company.
We ordered a five piece leather corner unit in May. This was delivered in August, with one piece of the corner unit in the wrong colour. The next day, they re-delivered the sofa, and whilst it was all the same colour, the pieces had come from two different sofas! After waiting in a third time for an upholsterer to come and confirm the obvious, we are still waiting in December to receive the sofa, albeit they are continuing to take money out of our account every month. The Customer Services staff are a JOKE - they always promise to call you back, but never do. The sales staff are even worse, rude and arrogant the lot of them. Having had to take three days off work to wait in for Reid, and considering the many, many, phonecalls we have had to make, I feel we are entitled to some compensation, but Reid say no! In fact, we haven't even had an apology! Our first letter to a regional manager has still not been answered. Our second to the Chief Executive was a standard response. I have no confidence that we will get the correct sofa delivered to us EVER.
PLEASE PLEASE don't use them- this has been a total nightmare! If anyone has any tips on how to get results from them, we'd love to hear them!
I sent the following letter on the 13th September on the advice of Consumer Direct. I have heard nothing. My suite is cracking all over and the dye is lifting. It is not even 8 months old. Don't buy anything from this company!!!!!!!
I purchased a leather suite from your company on 6th November 2005 and it was delivered on the 13th January 2006.
On Friday the 11th August 2006, even although we had followed instructions and used the cream ReidĀ?s had provided to preserve the leather, I noticed some cracks in the leather and reported it to customer services on Monday 14th August. It was arranged for one of your representatives to come and inspect the suite on Monday 28th August.
Your representative turned up and took photos of the areas that were the worse affected, admitting that he could see cracks appearing in various areas. I was told that he would make his report and someone would get in contact with me within four working days.
Two weeks later I had to make contact with you as I had heard nothing. My first phone call was not returned and I had to make a second call. On that call, I was informed that I would be given a loan suite, and that my suite would be taken away for testing.
After consideration, I find this totally unacceptable and inconvenient. Especially, considering someone had already been out to inspect the suite. Since the inspection, cracks are now appearing over wide areas of the suite, and it is now an eyesore.
I would like to bring to your attention that under the Sale of Goods Act 1979 as
amended goods should be of a satisfactory quality, free from defect and
durable.
Redress available for a breach of the above Act is
repair/replacement/partial/full refund in that order as appropriate.
Any repair should be carried out within a reasonable time and not cause
the consumer any significant inconvenience.
As the suite is now cracking all over, repair is not an option and I would like a replacement. I am seeking response within 14 days. If I have not heard from you within this period, then I will in the first instance contact Trading Standards and then the Finance Company who my Direct Debit Agreement is with and arrange, cancellation and return of the goods.
I look forward to your reply.
I also had the misfortune of purchasing furniture from reid. 2 leather sofas, both of which were damaged, which seems to be a regular occerrence with this company. An upholsterer arrived to check the damage and informed me the scuffs could be repaired although one may come apart in the future. As a result I was not prepared to accept this solution and informed customer services I wanted a replacement. I was then told this was not possible (3 weeks later) and the only options were a repair or refund.
As a result I am now left with a choice - accept damaged goods or sit on the floor for 3 months waiting on the delivery of sofas from elsewhere.
I will never purchase anything from this company again.
I have spoken to a lot of people since receiving appalling service from Reid/Reid furniture/Reids and I definately think that the comments made by "jimcast" on 9th may must definately be a one off.Every one that I have spoken to would NEVER EVER shop with them again. They trade on a supposedly superior product that just doesn't appear since their own staff state that they don't even take the time to conduct quality control checks. Customer service with this company is non existant. Be wise save yourself the hassle & spend your hard earned cash elsewhere.
reid furniture is a company that i would highly recommend to all my friends and familly due to the outstanding level of service which i received at their birkenshaw branch in uddingston. after visiting their branch after doing the rounds with other retailers, i was immediately struck by the exceptional product knowledge of the sales girl, who was both curteous and pleasant. I explained that due to being let down by another company i was now withought furniture, but agreed to wait the 12/14 weeks from reid as i was confident that they could deliver the right product on time. 1 week passed when i received a telephone call from Eddie, the branch manager, who after consulting his colleague david had heared of my plight and said he would investigate the possibility of providing me with a quicker delivery. After another 2/3 days, the showroom again contacted me with the news that due to an order duplication on their internal systems, they could deliver the suite i ordered the following day. This was not convenient however due to work committments, but again this was of no problem to reid furniture who hired an outside contractor who delivered my suite on the following Saturday morning at 10am. i can only compliment reid on their high quality of service and advise anyone to give them a try, especially the Birkenshaw branch in uddinston. well done reid!!!
I would never buy anything from this company again. Read "maryliz"'s comments and suffered a severe case of dejá vu! My sofa was delivered after an 8 week wait only to have fabric pulls all over it, water stains within the fabric, the wood around the base being a different colour on each side - in summary not even fit to be a reject! They blamed all the problem on "transportation damage" despite my protests that most of this would not be possible in transportation of goods that were sealed in polythene!!
Customer service staff also told me that they never check goods before being shipped - despite the claims on the website and by their sales staff. The only time they do this is if the customer has suffered a faulty suite and then it gets inspected.
I should also mention that their customer service levels are appalling - the staff in there do not care in the slightest. I even had to complain about one who hung up on me! They are extremely arrogant and unhelpful. In the end I wrote to Sam Reid the chairman and complained to which I got a standard issue reply from Customer service (although signed by him!) stating in the first sentence that I was "not entitled to compensation" - I hadnt even asked for compensation, all I wanted was an explanation and my problem sorted. I replied - to which I got no reply.
In the end, as I needed to keep the faulty sofa till I got a new one, I had to go with Reid to get the replacement - It is now December the 15th and I'm still waiting to receive a satisfactory end to an episode that started 8 months ago. I will never ever use or recommend this company to anyone.
Customer service staff blame poor quality and faulty goods including pigmentation problems and inferior grades of leather on "transportation damage". As far as I know there's not been a truck invented yet that can cause pigment and dye problems and inferior leather parts to appear on sofas while they are packaged inside and travelling to a destination.Despite what the public think, customer service staff say Reids do NOT conduct ANY quality control checks but rely on packers to spot faults. Take my advice save yourself the hassle and spend your hard earned cash elsewhere.
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Visitors to the site are reminded that the details contained within user comments are uncorroborated and as such should not be read as fact but as the opinion of the person who left the comment.
Comments:
The furniture was finally delivered on 25 June right before we went on holiday. On our return we opened up the packaging and discovered that one of the table legs was damaged. We phoned Reid and they said that someone would come out in 72 hours to inspect the damage. Over a week later, someone did come out but insisted that the damage was repairable and that I had to agree to let him repair it or my complaint would go no further. I let him and he repaired it to what he claimed was "within manufacturing standards". I refused to sign his form until he wrote that I did not accept the repair and wanted a replacement leg.
The leg now has a lump of wax in it which is highly visible as a repair and so is not of the standard I would expect of a £668 dining room table! The store manager in Livingston has typically refused to deal with us ("you need to speak to Customer Services, after all, that's what they are there for", says he most patronisingly. Obviously store managers don't provide customer service - silly me!). Customer Services say the report to them will take 72 hours to arrive and they don't know how long it will take after that for them to assess our claim for a replacement leg. We've said we either want a replacement leg or a full refund. We're not accepting damaged goods - it's up to them to decide whether they will replace the leg or whether they'd rather just lose the whole sale. You'd think the decision would be obvious, but with all of their mucking about, clearly it's not to them!
I have read the small print and it states cover for all stains, 'resulting from sudden accidental contact with any substance except mineral oil or soot'. Great we are covered I think! Then you read the 'whats not covered' section which states; 'Changes in colour of any part of the product regardless of the reason'. This now eliminates the 'stain cover' because any stain is a colour change!
Sorry for the long explanation. I intend to follow this through to the end. But would be most interested if anyone else has experienced this problem, and if so what was the outcome. Thank you
victhebrick at 29th Nov 2007, 03:36PM
When we purchased the sofa I was slightly unsure because of the size, we had bought our new home and we only had our shedule for measurements, the salesman, at the time was very helpful and measured the sofa for us and told us that the sofa would easily fit in to a living room of our size. I THINK THAT THEY WILL DO ANYHTING FOR A SALE
Happy enough with what he said, we decided to put a deposit down and order the sofa. One week before the goods arrived we paid the balance.
When our sofa was delivered, it was far too big for our house and it's not fitting anywhere.
I have made several phone calls to Customer Services and they are not any good at all infact I think that each one that we have phoned have gave us diffrent reasons as to why they can't take the sofa back.
Now I do realise that this is partly our fault aslo, but I want them to take part of the blame aswell because we would have never have bought the sofa if we were not assured from the salesman that it would fit !!!!!. I have even tried to comprimise with this company and told them that I would be prepared to take another sofa that will fit in to my house.
I have got in to contact with Consumers Direct and they have said that I'am entitled to my money back because of thr Sales of Goods Act 1979, but they are not shifting. So Consumers Direct are on the case now !!!!!
Hopefully fingers crossed they will be able to help me.
After reading all the other comments on this company, seems like I'm not the only one with a complaint.
I can't stress enough how bad the customer service is with this company and I would strongly advise NOT TO USE THIS COMPANY !!!!
PLEASE PLEASE don't use them- this has been a total nightmare! If anyone has any tips on how to get results from them, we'd love to hear them!
I purchased a leather suite from your company on 6th November 2005 and it was delivered on the 13th January 2006.
On Friday the 11th August 2006, even although we had followed instructions and used the cream ReidĀ?s had provided to preserve the leather, I noticed some cracks in the leather and reported it to customer services on Monday 14th August. It was arranged for one of your representatives to come and inspect the suite on Monday 28th August.
Your representative turned up and took photos of the areas that were the worse affected, admitting that he could see cracks appearing in various areas. I was told that he would make his report and someone would get in contact with me within four working days.
Two weeks later I had to make contact with you as I had heard nothing. My first phone call was not returned and I had to make a second call. On that call, I was informed that I would be given a loan suite, and that my suite would be taken away for testing.
After consideration, I find this totally unacceptable and inconvenient. Especially, considering someone had already been out to inspect the suite. Since the inspection, cracks are now appearing over wide areas of the suite, and it is now an eyesore.
I would like to bring to your attention that under the Sale of Goods Act 1979 as
amended goods should be of a satisfactory quality, free from defect and
durable.
Redress available for a breach of the above Act is
repair/replacement/partial/full refund in that order as appropriate.
Any repair should be carried out within a reasonable time and not cause
the consumer any significant inconvenience.
As the suite is now cracking all over, repair is not an option and I would like a replacement. I am seeking response within 14 days. If I have not heard from you within this period, then I will in the first instance contact Trading Standards and then the Finance Company who my Direct Debit Agreement is with and arrange, cancellation and return of the goods.
I look forward to your reply.
As a result I am now left with a choice - accept damaged goods or sit on the floor for 3 months waiting on the delivery of sofas from elsewhere.
I will never purchase anything from this company again.
Customer service staff also told me that they never check goods before being shipped - despite the claims on the website and by their sales staff. The only time they do this is if the customer has suffered a faulty suite and then it gets inspected.
I should also mention that their customer service levels are appalling - the staff in there do not care in the slightest. I even had to complain about one who hung up on me! They are extremely arrogant and unhelpful. In the end I wrote to Sam Reid the chairman and complained to which I got a standard issue reply from Customer service (although signed by him!) stating in the first sentence that I was "not entitled to compensation" - I hadnt even asked for compensation, all I wanted was an explanation and my problem sorted. I replied - to which I got no reply.
In the end, as I needed to keep the faulty sofa till I got a new one, I had to go with Reid to get the replacement - It is now December the 15th and I'm still waiting to receive a satisfactory end to an episode that started 8 months ago. I will never ever use or recommend this company to anyone.
You have been warned - steer clear!!
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