Bought lavina sofa, 4 months later, unbearable to sit on so saggy. Total waste of money so if you see any on clearance or sale I wouldn't bother
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I requested fabric samples online, they never turned up! I rang to chase up, but very unhelpful response. Data protection rules, they said they couldn’t confirm if they had received a request via onli... Voir plus
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Very expensive and very poor quality. The padding used is so very poor. We thought we were buying quality goods through our local supplier, Bryants of Tavistock. We have complained about the quality o... Voir plus
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Thinking of new sofa or suite? Want to avoid schlepping around numerous furniture stores and listening to sales patter? Don't fancy the idea of ordering something untried and unseen online? A visit t... Voir plus
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À propos de l'entreprise
Écrit par l'entreprise
At Collins & Hayes we design and make the finest, most luxurious sofas and chairs in state-of-the-art workshops in rural Nottinghamshire. All of the sofas and chairs within the Collins & Hayes collection are carefully handcrafted by our skilled tailors, using only the finest ingredients ensuring we continue to design beautiful furniture that offers sublime comfort.
Coordonnées de contact
Castlewood Business Park, Farmwell Lane, NG17 1BX, Sutton in Ashfield, Royaume-Uni
- 01773 309 599
- hello@collinsandhayes.co.uk
- collinsandhayes.co.uk
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Never again
Never again.
Having been owners of several Collins and Haynes sofas, we were encouraged to see the brand name revived.
Our visit to the East Midlands factory was very helpful for us to make a decision on the two piece sofa to purchase through our local retailer.
A delivery schedule of 14-16 weeks was quoted.
After 16 weeks we requested updates and were given several varying reasons why delivery was delayed.
Finally, after NINE MONTHS our sofa was delivered.
We explained to Collins and Hayes how these delivery delays impacted on us, but we were offered a derisory compensation offer which we took after much protracted debate, but potential customers be aware. Never again.
18 juillet 2022
Avis spontané
Réponse de Collins and Hayes
Hi Phil,
Thank you for taking the time to leave us a review.
We are very sorry to hear that your recent experience with us has not been positive.
Here at Collins & Hayes we always are committed to regularly communicating with all of our retail partners. They in turn will liaise directly with you as their customer.
We do recognise that our current lead times are frustrating for our customers, and we sincerely apologies for the delays you experienced. We are doing everything we can to manufacture all our orders as quickly as possible to our exacting standards.
Kind Regards, The Collins & Hayes Customer Care team
AWFUL QUALITY, AWFUL CUSTOMER CARE-DO NOT PURCHASE A COLLINS & HAYES SOFA IF YOU WANT QUALITY
I wish I had read the reviews before spending a lot of money with this Company-The Quality is appalling, and customer service is non-existent. Similar experience as others-bought 2 Lavinia sofas with extra covers, arrived with broken feet, (also a snuggler which arrived with broken zip) The covers after a couple of weeks were so stretched everything slid off when they were sat on (I was having to redress them at least 3 times a day) we were sent various experts, until the final one came back with what they wanted to hear-one of the upholsterer’s actually said it was the worst he had seen in his 30 odd years of work, (but strangely enough these reports/comments have been ‘forgotten’ since)
Collins & Hayes have never been interested in seeing for themselves how awful the sofas look after you have actually sat on them. Surely if you have pride in your craftsmanship you would want to check this out for yourself?
We are now left with expensive sofas that are an embarrassment and look like we have retrieved them from someone’s skip. Sadly, a place which was supposed to be our comfort, is now a nightmare, which brings me to tears every time I look at them.
DO NOT BUY FROM THIS COMPANY, we really wish we hadn’t-we have had just under a year of complaints, frustration and stress and sadly we are now stuck with a constant reminder of this as we cannot afford to replace them-so incredibly angry and frustrated
30 juin 2022
Avis spontané
Réponse de Collins and Hayes
Hello Mrs Waddleton,
Thank you for taking to the time to leave a review.
We are sorry to hear the sofas did not meet your expectations.
We believe that you reported your concerns to your retailer in November 21 and you requested somebody from Collins & Hayes to visit you.
The service we provide in these instances (as agreed with our retail partners) is that we appoint an independent technician to review issues raised.
After liaising with the store (with whom your contract of sale lies) & explaining the above, we appointed a technician on the 31.1.22.
The damaged feet (which could have occurred in transit, we apologise) were replaced by the technician, however, the zip could not be repaired so you kindly returned the cover in April to allow us to repair it, which we did.
We have reviewed the report and images and believe the furniture & covers to be in line with our specification.
We will, however, liaise with your retailer to supply some additional twist pins which fix the cover in place under the arms which we hope will assist.
Many thanks, the Collins & Hayes Customer Care Team
Dreadful. Cheap fabric and shoddily made
We ordered 2 large miller sofas in a romo fabric for around £4800. Didn’t mind waiting 6 months.
On arrival the sofas were comfortable but nothing like the sample we saw in the retailers showroom - or in the brochure.
The fabric is cheap and the workmanship appalling. Covers were puckered and the body of fabric also puckered and draping creased in the floor. It’s a shame this site doesn’t facilitate the downloading of photographs actually.
I emailed Mr Oliver the CEO of the owning company, sadly he couldn’t be bothered to respond. Instead we were told that a “ technician” from “Homeserve” would be coming to inspect the furniture.
We decided to act quickly within the 30 days allowed ( consumer rights act 2015) and returned the sofas as is our legal right.
Dreadful quality and below par service. We won’t be buying from this company again.
24 juin 2022
Avis spontané
Réponse de Collins and Hayes
Hello Louise,
Thank you for taking to the time to leave a review.
We are sorry to hear the sofas did not meet your expectations.
Our Sales & Marketing Director liaised with your retailer the day after your email arrived with Mr Oliver.
As your contract of sale lies with the retailer we needed to understand if you had also communicated with them.
Your retailer advised Collins & Hayes that they would manage future communications with you.
Collins & Hayes arranged (via your retailer) for a technician to visit you to steam & dress the slip cover furniture but unfortunately you chose not proceed with this service.
With regard to the furniture in our brochure, the Miller images show different fabrics & fillings to those you selected so the appearance will change depending on the selections made.
The fabric you selected is Linara, a branded, upholstery & soft furnishing industry best seller from Romo fabrics.
We provided you with swatches prior to your purchase so we believe this to be an informed choice.
Again, we apologise that you were disappointed, however we did offer, very promptly, to address the issues you raised.
Many Thanks, The Collins & Hayes Customer Care team
found it hard to visualise the samples…
found it hard to visualise the samples of material on the actual sofas. Some not true to web site screen. Would be lovely to have an interactive site where it would give you a view of what sofas look like. Would also like to be able to visit a local showroom where I can see and sit on actual furniture.
7 juin 2022
Réponse de Collins and Hayes
Hello,
Thank you for taking the time to leave your review. I'm sorry to hear that you struggled with visualising how our fabric samples would appear on our sofas.
Please visit our website to find your nearest Collins & Hayes stockist
( https://www.collinsandhayes.co.uk/stockists/ ) or book an appointment to visit our showroom located in Long Eaton, Nottinghamshire
( https://www.collinsandhayes.co.uk/showroom/ ).
Our showroom design consultant Fiona will be able to assist you with any queries and guide you through our fabrics and collections.
If you are unable to travel to Nottingham, we also offer virtual appointments via zoom or phone call appointments.
Please do not hesitate to let us know if we can help with anything in the future.
Many thanks,
The Collins & Hayes Customer Care Team
The sample of material arrived within…
The sample of material arrived within three days. Thank you.
30 mai 2022
Réponse de Collins and Hayes
Hi Angela,
Thank you so much for taking the time to leave your review.
We're pleased to hear you've received your samples.
Please do not hesitate to let us know if we can help with anything in the future.
Many thanks,
The Collins & Hayes Customer Care Team
Excellent service in the Nottingham…
Excellent service in the Nottingham showroom. Nothing was too much trouble for Fiona who help guide us through the many options available
27 mai 2022
Réponse de Collins and Hayes
Hi Caz,
Thanks so much for taking the time to leave your review.
We're so pleased to hear you had a great visit to the Nottingham showroom. We'll be letting Fiona know of your feedback.
Do let us know if we can help with anything else.
Many thanks,
The Collins & Hayes Customer Care Team.
Significant delays in delivery due to a…
Significant delays in delivery due to a change in available materials...
Item delivered with damage - scratch and puncture marks. 3 weeks before a technician can come and take a look and I am not prepared to accept a repair for damage sustained prior to delivery for a very expensive piece of furniture.
24 mai 2022
Réponse de Collins and Hayes
Hi Clive,
Thank you for taking the time to leave your review. I am sorry to read that you have experienced damage to your furniture.
Please rest assured that all of our handcrafted sofas and chairs are inspected before they leave our Nottinghamshire factory.
We endeavour to ensure we correct this as soon as possible.
Many thanks,
The Collins & Hayes Customer Care Team.
I ordered samples from C&H on 2 May
I ordered samples from C&H on 2 May, as we want to purchase five or six pieces of furniture from a retailer. I have emailed chasing where they are twice and 12 days later I still haven’t received anything or any help! The deal I have agreed with the retailer will end soon and the price will increase leading to the order being cancelled. Bonkers!
14 mai 2022
Réponse de Collins and Hayes
Hi Jo,
Thank you for taking the time to leave your review.
I've checked the tracking, and can see that your samples were delivered on the 5th of May. However, I'll get another set sent out to you in todays Royal Mail collection, on a first class service.
Please do let me know if we can provide any further assistance.
Many thanks,
The Collins & Hayes Customer Care Team.
I have just ordered my sixth sofa from…
I have just ordered my sixth sofa from Collins and Hayes my first two sofas lasted 20 years there is nothing wrong with them but the loose covers are now showing wear hopefully I can find a home for them ,last year I ordered two new ones the Lavinia for my lounge and just ordered two maple sofas for my garden room , these sofas are so comfy hard wearing and stylish I would recommend them to anyone
9 mai 2022
Réponse de Collins and Hayes
Hello Mark, thank you for taking the time to write a review.
We're so pleased to hear that you've once again decided to choose one of our luxuriously comfortable sofas. Lavinia and Maple are a great choice!
All the best,
The Collins & Hayes Customer Care Team
Never Again
The furniture has been returned to the retailer as ‘unfit for purpose’ .
Very disappointing.
Purchased on the name, previous experience and showroom example. What we got 6 months after ordering was major disappointment. The materials used were inferior. Complaints to C&H resulted in a ‘technician’ examining the sofa and reporting it had been made correctly. What neither he or C&H could grasp was that our complaint was not about the way it had been made but what it had been made with. Attempts to sit on the sofa resulted in one sinking lower and sideways. Further communication with C&H senior management was fruitless and limited by them to text. The retailer finally took it upon themselves to remake the cushioning at their expense as they totally agreed with our complaint. This is a true record of our experience as a result of C&H using inferior products and having a lack of customer service / satisfaction.
Most certainly not value for money
12 avril 2022
Avis spontané
Réponse de Collins and Hayes
Hello Mrs Clark,
Thank you for taking the time to write a review.
We are sorry to hear of your concerns.
Our Sales & Marketing Director spoke with Mr Clark and liaised personally with your retailer regarding this matter. Subsequent communication was via text advising a delivery date of cushions being sent to the retailer. A further text was sent in response to a text from Mr Clark & on that occasion our Director advised that she asked the retailer to contact you about fitting of those cushions.
Collins & Hayes does take customer satisfaction very seriously.
We refer those purchasing our furniture back to the retailer from whom they purchased as the contract of sale lies with them. We then liaise with the retailer regarding the matter in hand as we did on this occasion.
We hope the cushions received are more suitable for you.
Kindest regards,
Joanne
The Collins & Hayes Care Team
I took delivery of two Jefferson sofas…
I took delivery of two Jefferson sofas on 25th January.
Unfortunately it was immediately obvious the seat cushions were not fit for purpose.
Under filled, sagging and creasing badly.
The sales info states” deep seat cushions ” which they were NOT.
There were long delays in addressing this issue as all complaints have to be raised with the retailer, which is not helpful to say the least.
The star ratings do not reflect the true picture either, five stars for fabric samples sent out and poor ratings for what really matters , the furniture itself ,it distorts the overall picture!
I note from other reviews the cushion problem is not an isolated event!
This needs addressing urgently by C& H.
The company used to be known for quality ( and this is reflected in the price!)
My last sofas from them lasted many years.
I have now , at last, had replacement cushions supplied.
I do hope I am not disappointed again.
12 avril 2022
Réponse de Collins and Hayes
Hello there,
Thank you for taking the time to write a review.
We are sorry to hear of your concerns and glad to hear that replacement cushions have been received.
We refer those purchasing our furniture back to the retailer from whom they purchased as the contract of sale lies with them.
We offer a choice of seat fillings and supply those ordered via the retailer in good faith. The retailer is our representative and the one having the discussions with the client regarding seat cushion preference at point of sale.
We hope the new cushions supplied are more suitable for you and you enjoy your furniture for many years to come.
Kindest regards,
Joanne
The Collins & Hayes Care Team
Samples promptly sent
Samples promptly sent. As described on website were great. Order placed with Barrett’s of Woodbridge; can’t wait for delivery of sofa
24 mars 2022
Réponse de Collins and Hayes
Hi Jonathan,
Thanks for taking the time to leave your review. We're so glad to hear that you're pleased with the service, found a fabric/leather you love and placed and order with Barrett's of Woodbridge.
Do send us pictures when your sofa has arrived - we love to see customers enjoying their sofas.
Have a great day!
Many thanks,
Kathryn,
The Collins & Hayes Social Team.
Lovely chairs but…
Our Banks chairs are lovely and comfortable, so why just three stars? Simply because they were delivered faulty which didn’t seem to be acceptable for such expensive chairs. Within two weeks one chair started to groan badly when anyone got out of it; after a month the second was going the same way.
Five stars though for the way in which their local dealer, Doorway to Value, worked with them to sort out the problems. One week later the chairs are back and not protesting when you get out of them.
21 mars 2022
Réponse de Collins and Hayes
Hello there,
Thank you for taking the time to write a review.
We're sorry to hear about your initial experience.
We will liaise with Doorway to Value regarding this to ensure we understand the issue & improve.
Thank you for bringing this to our attention.
We are delighted you like the chairs & find them comfortable.
Kind regards,
Joanne
The Collins & Hayes Customer Care Team
I hope that our new purchase lasts as…
I hope that our new purchase lasts as long as your product that it is replacing lasts as long and the same quality.
7 mars 2022
Réponse de Collins and Hayes
Hello there, thank you for taking the time to write a review.
Thank you for purchasing Collins & Hayes again.
Kind regards,
Joanne
The Collins & Hayes Customer Care Team
Great service
Very satisfied with the help I received. Nicola was excellent with her advice and knowledge. Would definitely recommend to friends. My only disappointment would be the length of time, before my couches are due to arrive 22 to 24 weeks.
2 mars 2022
Réponse de Collins and Hayes
Hello there,
Thank you so much for taking the time to leave a review.
We are delighted you have had a positive experience.
Our lead time at the moment is longer than is usual due to the unprecedented increase in the demand for furniture.
Thank you in advance for your patience.
Kind regards,
Joanne
The Collins & Hayes Care Team
Excellent service …Colins and Hayes has…
Excellent service …Colins and Hayes has provided me with various samples of materials delivered within a few days .. looking forward to my furniture purchases.
27 février 2022
Réponse de Collins and Hayes
Hello there,
Thank you so much for taking the time to leave a review.
We are delighted you have had a positive experience dealing with our team.
Kind regards,
Joanne
The Collins & Hayes Care Team
Very helpful
21 février 2022
Réponse de Collins and Hayes
Hello there,
Thank you so much for taking the time to leave a review.
We are delighted you have had a positive experience dealing with our team.
Much appreciated.
Kind regards,
Joanne
The Collins & Hayes Care Team
Good service from Collins and Hayes
I contacted Collins and Hayes for sample I had ordered furniture and needed sample to tie in with curtains. The samples arrived on time. Would recommend.
20 février 2022
Réponse de Collins and Hayes
Hello there,
Thank you so much for taking the time to leave a review.
We are delighted you have had a positive experience.
Much appreciated.
Kind regards,
Joanne
The Collins & Hayes Care Team
I took delivery of my Jefferson sofa…
I took delivery of my Jefferson sofa and chairs 2 weeks ago, while I love the colour and style there were many things wrong . I am waiting now for the seats to be refilled they had started to go baggy after 2 days on leather this looks awful. I don’t want to sit on it in case it starts to crease more . I hope all can be resolved soon and I don’t have to wait another 5 months. Although the retailer is dealing with this I hope I get an apology from Collins and Hayes and perhaps compensation. Hopefully all the issues with furniture will be resolved as quickly as possible so that I can give a more favourable review
14 février 2022
Réponse de Collins and Hayes
Hello there,
Thank you for taking the time to write a review.
We are sorry to hear of your concerns.
You don't mention your retailer's name but we're sure they will be liaising with us directly regarding advice on this matter.
Please can we also draw your attention to our care booklet which details how leather will perform in use. You can find this on our website and can be downloaded from the 'brochure' page.
We hope this will assist.
Kind regards,
Joanne
The Collins & Hayes Care Team
Ordered swatches and delivery…
Ordered swatches and delivery excellent.
This allowed us to choose a colour and then finalize the sale of sofas and chairs. Also the web site with virtual tour and good catalogue made us have confidence on model as well as fabric.
6 février 2022
Réponse de Collins and Hayes
Hello there,
Thank you so much for taking the time to leave a review.
We are delighted you have had a positive experience dealing with our team and the website virtual tour.
Much appreciated.
Kind regards,
Joanne
The Collins & Hayes Care Team
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