hattersfurniture.co.uk Reviews 4

Very very disappointing - would strongly recommend you think very carefully before buying from Hatters who seem to have no concept of what customer service is. We ordered a chair and footstool on 19th October for nearly £1,000 and was PROMISED we would get it before Christmas. On 15th December my wife was left a voicemail to say she had to call back very quickly to get the item delivered the next day otherwise it would not be delivered by Christmas. She was working, called back 2 hours later and was told the man from the warehouse had gone for his flu jab and she had missed the chance for pre-christmas delivery. She asked for the warehouse man to call her back but he never did. I called today (27th December) to complain and say I no longer wanted the item and my deposit back, spoke to one of their directors who told me I was wrong and they had shown excellent customer service to call my wife when they did and try to get it delivered so we should be pleased with what they did. He also told me that their final delivery before christmas was 16th December !!!! What planet are they on.....they must be the only retailer in the country that STOPS delivering 9 days before Christmas. He also said despite the fact we had been promised a call back, we should have called again to chase them.....so it is now my fault that their service is so bad ? To say I should be happy with their service when they failed to meet their promise, failed to call me back and suggested that we should have called them again shows that this is a business with zero concept of what good customer service is. I have spent thousands of pounds with Hatters in the past.....I shall spend no more. I urge you to check very carefully before you order from them, especially if you need something by a specific date

I went to Hatters expecting to get a better service given how expensive their products are but no, their service is cheap. I had someone come round to supply and fit carpet. During the appointment I explained that I needed this doing asap. The guy explained that it's a quick job as it's just the lounge so the job will likely get booked fairly quickly. So, after receiving a quotation I thought great, I'll go ahead and make a deposit payment. This had to be done by phone. When I called into the store, the guy took my payment but then said we'll contact you to let you know a date to book it in for. I said how long, he said a few weeks! I more or less felt duped into paying first and discovering later that it was not going to be done fairly quickly. But rather than argue I just agreed to wait to hear from them. Two weeks later, still no contact, so I call them as I am concerned about how long it'll take. I spoke to the man in the carpet depart and said how long should I expect to wait, he said we can do it 4 Nov. I couldn't do this date, and said whats the next available date, in a sarcastic manner, he replied, 5th November. I said no, can you do a Mon or Fri and then he said 10 Nov. But the tone of his response was just so belligerent, it felt like I was causing him an inconvenience by setting a date. Before I ended the call, he made a point of saying 'just remember you have to pay in full at least 3 days before', yeah no s*** Sherlock, bet you won't keep me waiting when you need the payment. After the call I decided to call back and complain. But again I was met with the same tone of voice from a lady on the switchboard, she even suggested passing me through to speak to him and let him know!. It was only when I said, 'I know it doesn't matter to you, but it matters to me and you will care when I write a review' that she changed her tone and apologized for the poor service. I really don't want to cancel and lose my deposit because of the belligerence of the staff but I am seriously considering it now. Unfortunately, I haven't got time to go back and fourth I need my carpet fitting before the end of the year. So I am writing this as a warning. Buyers beware, you're probably better off going to carpet right where the carpet, quality and service are the same if not better than hatters but far cheaper. Good luck.

Circa £3k for two armchairs isn't cheap & they should be of good quality. When one of them sinks an inch on one side after 3 to 4 months use, you don't expect to be (rudely) told that it's not a fault with the product and it's because you are not sitting "square" in the chair. You also don't then expect a botched up "repair" to be carried out by stuffing an extra piece of foam on just one side of the base. Slow to respond. Obstructive & disagreeable. Very different attitude once they have your money. Historically Hatters had an excellent reputation but it seems they changed hands a few years back. Hopefully this will get resolved before it goes to court but frankly I'd never trust them again unless the ownership and management changed. Maybe the credit card company can help. We'll see.....

Took delivery of dining table & chairs on 19 November 2024.
Cost = £5600.
Table and 2 chairs had delivery damage -
Table - dent at one end
Chairs - soiled upholstery.
Both issues were sorted on 2 December 2024.
Then I discovered part of the veneer on one of the legs was peeling off.
Issue was sorted on 2 January 2025.

Then we had an issue with the table top shading.
Apparently, you can wet wipe the table with clean water, but you need to be careful when drying it. As the manufacturer and retailer both say, you should never buff the table.
It beats me how you can dry a table without buffing it.
The result is that the table top now has bright and dull shading across the surface.
The retailer (Hatters) never explained to us that this is as issue.
In summary, they have offered no support for this serious issue, even though the manufacturer has stated that if waxing is required, please allow 140 minutes for the process.
Overall, a very negative experience.