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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See what reviewers are saying
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... See more
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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... See more
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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... See more
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Company details
Written by the company
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.
Contact info
Castlewood Business Park, Farmwell Lane, NG17 1BX, Sutton in Ashfield, United Kingdom
- 01773 309 599
- hello@collinsandhayes.co.uk
- collinsandhayes.co.uk
2.2
Poor
136 reviews
No recent history of asking for reviews
This company hasn't invited customers recently, so reviews may not be representative
Replied to 100% of negative reviews
Typically replies within 1 month
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Really avoid this company we have had…
Really avoid this company we have had SO many issues with our sofa that we’ve now given up and are sending it to the charity shop after less than 2 years and a whole set of replacement cushions. It’s a saggy, sorry looking, faded mess. No amount of plumping and turning make it comfortable or attractive. The sofa cost £2000 and is the worst we’ve had. If you do buy a sofa from these people don’t go for feather backs they just crumple and need plumping every few minutes. It is so uncomfortable. Really avoid.
21 October 2021
Unprompted review
Reply from Collins and Hayes
Hi Beanie,
Thank you for taking the time to leave a review.
We are very sorry to hear that you have experienced these issues with your Collins & Hayes sofa and that there were additional issues with the replacement seat cushions.
At Collins & Hayes we offer a range of interiors for our seat and cushion fillings. For feather or fibre interiors we recommend to plump them on a daily basis to enhance the look but also prolong their life.
This should have been explained by your retailer at point of sale and I we apologies if this has not been the case for you. To familiarise yourself with the perfect aftercare we would recommend reading our Aftercare booklet: https://collinsandhayes-cdn-1.s3.eu-west-2.amazonaws.com/wp-content/uploads/2019/07/14130416/collins_and_hayes_carebooklet_spring_2019-3.pdf
We sincerely apologies for all of the issues you have experienced.
Many thanks,
Em
The Collins & Hayes Care Team
Collins and Hayes Bailey Collection
I purchased the Collins and Hayes Bailey Sofa and unfortunately I find it very uncomfortable.
The sofa is solid and well made but the back cushions keep slipping down causing a very poor seating experience.
There are also sagging issues with the seat cushions which look quite worn after only 3 months.
Disappointed with my purchase.
20 October 2021
Unprompted review
Reply from Collins and Hayes
Hi Craig,
Thank you for taking the time to leave a review,
We are very sorry that you are unhappy with your Bailey sofa.
All of our sofa cushions require regular plumping to help keep their shape.
To familiarise yourself with our recommended weekly and monthly aftercare we recommend reading our Aftercare Booklet: https://collinsandhayes-cdn-1.s3.eu-west-2.amazonaws.com/wp-content/uploads/2019/07/14130416/collins_and_hayes_carebooklet_spring_2019-3.pdf
We advise contacting your retailer who will be able to resolve the issues directly with us.
We sincerely apologies for the issues you have experienced.
Many thanks,
Em
The Collins & Hayes Care Team
Reply from Collins and Hayes
Hi Vlasta,
Thank you for taking the time to leave a review.
We are glad that you are happy with your samples, we take great pride in our reputation and make every effort to ensure all areas of the business live up to this.
Many Thanks,
Em
Collins & Hayes Care Team
We have 2 Collins & Hayes sofas on…
We have 2 Collins & Hayes sofas on order. Delivery should be next month. I sent for some fabric samples but have to say the samples are very small & not very helpful.
4 October 2021
Reply from Collins and Hayes
Hi Gillian,
Thank you for taking the time to leave a review.
We are very sorry that you are not happy with the size of the fabric samples, due to fabric and postage costs our samples are 11cm x 11cm, this ensures that we can offer them free of charge to any customer. You can visit any of our retailers to view our swatch books, these books have 30cm x 50cm samples in them. Or you can order a 1m length of fabric from a retailer but this will come at a cost.
Many thanks,
Em
Collins & Hayes Care Team
Showroom visit
I went into the showroom for a design consultation with Fiona. She was extremely helpful, gave really useful advice on colours etc. I am happy I went and am much more confident about my order as a result.
30 September 2021
Reply from Collins and Hayes
Hello Jacqui,
Thank you for taking the time to leave a review.
We are glad that you are happy with your showroom experience, we take great pride in our reputation and make every effort to ensure we live up to this.
Many thanks,
Em
Collins & Hayes Care Team
Good quality
Good quality, very comfortable and excellent service from Des at Glasswells.
29 September 2021
Reply from Collins and Hayes
Hello Mr Mayers,
Thank you for taking the time to leave a review.
We are glad that you are happy with your Collins & Hayes sofas, we take great pride in our reputation and make every effort to ensure we live up to this.
Many thanks,
Em
Collins & Hayes Care Team
Very let down and disappointed. Unreliable
Found the sofa we had been looking for for a very long time, was very happy, but then the delivery date kept being pushed back to the point where we have had to cancel as our project will soon be finished and we would have had nowhere to sit. The new date would have been 3 months after the original. We understand from the retailer that this company are not meeting delivery dates for any of their customers. Extremely disappointing!
7 September 2021
Reply from Collins and Hayes
Hello Sara,
Thank you for taking the time to leave a review.
We are sorry to hear about your experience with us.
Due to issues surrounding Brexit and COVID 19, we are currently experiencing long lead times within our supply chain, meaning orders may take longer than usual to reach customers. We are working hard to ensure that our sofas are delivered to our customers as quickly as possible.
Many thanks,
Louise
Collins & Hayes Customer Care Team
Loose covers- shrunk!
Purchased a loose covered chair (Lavinia, Bliss/ porcelain) from a local showroom. The cover had no cleaning instructions with it, so based on a previous purchase of this design, the covers were washed on 20 degrees and consequently shrunk! I contacted the store and the result was that there was nothing they could do. I am very unhappy, the cover is now 2-3” shorter than the chair and will be expensive to replace.
Further to the reply from C&H, care instructions were not provided at point of sale. I would not have purchased this chair had I been informed that the cover was not washable.
1 September 2021
Reply from Collins and Hayes
Hello Eleri,
Thank you for taking the time to leave a review.
We are sorry to hear about your experience with us.
The characteristics of our fabrics and the cleaning process should be explained at point of sale. I am sorry to hear that this has not been the case for you. Whilst our slipcovers are cleanable we do not recommend washing them, we always recommend professional upholstery cleaning only. We do have a range of fabrics that are machine washable at 30 degrees, however these are only available on our Ellison range.
We recommend reading about our fabric aftercare in our care booklet:
https://www.collinsandhayes.co.uk/wp-content/uploads/2019/07/collins_and_hayes_carebooklet_spring_2019-3.pdf
If you have any more queries, please refer to the care booklet.
Many thanks,
Collins & Hayes Care Team
Unfortunately
Unfortunately - still awaiting for the problems with our sofas to be resolved!!
Not happy …..
30 August 2021
Reply from Collins and Hayes
Hello Linda,
Thank you for taking the time to leave a review.
We are sorry to hear about your experience with us.
Please rest assured that we will do everything we can to resolve the issues and your retailer will keep you updated on the progress.
Many thanks,
Collins & Hayes Care Team
We had an excellent meeting at the…
We had an excellent meeting at the Factory Showroom. It was very formative and delivered in a relaxed manner. Well worth a visit.
25 August 2021
Reply from Collins and Hayes
Hello Melanie,
Thank you for taking the time to leave a review.
We are glad that you are happy with your showroom experience, we take great pride in our reputation and make every effort to ensure we live up to this.
Many thanks,
Collins & Hayes Care Team
Fabric samples
I ordered fabric samples and they arrived within a few days. They are all lovely and I just have to decide which ones are my favourites.
22 August 2021
Reply from Collins and Hayes
Hello,
Thank you for taking the time to leave a review.
We are glad that you are happy with your fabric samples, we take great pride in our reputation and make every effort to ensure we live up to this.
Many Thanks,
Collins & Hayes Care Team
sample swatch arrived in good time
18 August 2021
Reply from Collins and Hayes
Hello Wilson,
Thank you for taking the time to leave a review.
We are glad that you are happy with your fabric sample, we take great pride in our reputation and make every effort to ensure we live up to this.
Many Thanks,
Collins & Hayes Care Team
Excellent customer experience!
Excellent customer experience!
I'm based in Dublin, Ireland & was delighted to be able to speak with Fiona today in C&H. She was super helpful, knowledgeable & answered all my questions. It was so easy using ZOOM and is ideal at the moment. C&H should continue to offer this option to clients. Thanks Fiona.
9 August 2021
Unprompted review
Reply from Collins and Hayes
Hello Judy,
Thank you for taking the time to leave a review.
We are glad that you are happy with your showroom experience on Zoom. We take great pride in our reputation and make every effort to ensure we live up to this.
Many thanks,
Collins & Hayes
more than just a show room
Fiona's patience with our dithering was exemplary! WE still haven't made a decision, but we now have lots of information about shapes and sizes, fillings, covers, etc. The trip to Long Eaton was well worth it. In addition, the show room is only available to one customer at a time; Fiona provides uindivided attention.
16 July 2021
Unprompted review
Reply from Collins and Hayes
Hello Gillian,
Thank you for taking the time to leave a review.
We are glad that you are happy with your showroom experience. We take great pride in our reputation and make every effort to ensure we live up to this.
Many thanks,
Collins & Hayes
Efficiency and Excellent customer…
Efficiency and Excellent customer Service. Requested fabric samples and they arrived after a few days.
7 July 2021
Reply from Collins and Hayes
Hello,
Thank you for taking the time to leave a review.
We are glad that you are happy with your fabric samples, we take great pride in our reputation and make every effort to ensure we live up to this.
Many Thanks,
Collins & Hayes Care Team
Reply from Collins and Hayes
Hello Michael,
Thank you for taking the time to review our product.
We are glad that you are happy with your 3rd Collins & Hayes suite, we take great pride in our reputation and make every effort to ensure all our furniture lives up to this.
Many Thanks,
Collins & Hayes Care Team
Reply from Collins and Hayes
Hello Barney,
Thank you for taking the time to review our product.
We are glad that you are happy with your suite, we take great pride in our reputation and make every effort to ensure all our furniture lives up to this.
Many Thanks,
Collins & Hayes Care Team
It was really useful to discuss options…
It was really useful to discuss options with someone from the manufacturers, who knew their products inside out. Fiona was thorough and patient to our endless indecision! Thank you!
22 June 2021
Unprompted review
Reply from Collins and Hayes
Hello HJ,
Thank you for taking the time to leave a review.
We are glad that you are happy with your showroom experience, we take great pride in our reputation and make every effort to ensure we live up to this.
Many thanks,
Collins & Hayes Care Team
To the point of order everything has…
To the point of order everything has gone smoothly and professionally. As this will be our third pair of Collins and Hayes settees, in 53 years, we know the quality of the product.
8 June 2021
Reply from Collins and Hayes
Hello John,
Thank you for taking the time to leave a review.
We are glad that you are happy with your Collins & Hayes order so far, we take great pride in our reputation and make every effort to ensure we live up to this.
Many Thanks,
Collins & Hayes Care Team
Requested several material samples of…
Requested several material samples of which a few were out of stock, question asked don't C&H have a safety stock replenishment process?
Having had two C&H suites in the past the material samples we were sent seemed of inferior quality to what we had in the past.
During an online chat I thought the advisor was a little rude and failed to answer my question satisfactory.
7 June 2021
Reply from Collins and Hayes
Hi Peter,
Thank you for taking the time to leave a review.
We are sorry to hear about your experience with us.
Due to Coronavirus and Brexit we have experienced some supply chain issues that has meant that some fabrics are out of stock.
All our materials are sourced from the finest mills in Belgium, Italy and the UK, they are 75% or more natural fibre content. All are naturally fire retardant so do not require coating.
Thank you for your feedback on the online chat, we will feed this back to the relevant department and will ensure that his doesn't happen again.
Many thanks,
Collins & Hayes Care Team
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