Ordered a dining set in mid november 2013. Due to hip having difficulties with their courier for several weeks we decided to cancel order on 6th December. To this date despite written promises we are... Mehr ansehen
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Das sagen Bewerter
I bought the Corona Waxed Drinks Cabinet from hip furniture, they were much cheaper than any other stockist, the product arrived very quickly. However, when putting it together I found it was m... Mehr ansehen
Unternehmen hat geantwortet
DO NOT DEAL WITH THIS COMPANY OR THEIR ASSOCIATED COMPANY GARDENERS WORLD AS THEY WILL CHARGE YOUR CREDIT CARD AND NOT SEND YOU ANY GOODS. THE TELEPHONE NUMBER THAT OFFERS 24 HOURS SALES SUPPORT HAS... Mehr ansehen
I had same experience as other reviewers. Excuses made then phone unobtainable. As I paid with debit card have no protection. My bank NatWest first gave me hope as card is Visa but then replied they c... Mehr ansehen
Unternehmensdetails
Kontaktinformationen
111 George Street, EH2 4JN, Edinburgh, Vereinigtes Königreich
- 0845 224 1481
- customersupport@hip-furniture.co.uk
- hip-furniture.co.uk
2,0
Mangelhaft
112 Bewertungen
Keine aktuellen Aufzeichnungen über Bewertungseinladungen
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happy to use again
good furniture, delivered quickly. Would use again
30. November 2011
Bewertung ohne vorherige Einladung
Good quality and prompt delivery!
Very pleased with my purchase. Well made and easy to assemble.
30. November 2011
Bewertung ohne vorherige Einladung
First class service
Despite the bad experiences of other reviewers I have to say that my own experience was excellent. The bedside table I ordered was shown as out of stock at the time I ordered it. I received an email checking that I wanted to remain on back order which I confirmed. In fact the item came back into stock earlier that stated and was delivered the following day. It took a while to assemble but is very good value for money and looks great. I guess it's pot luck whether you get speedy service or not!
30. November 2011
Bewertung ohne vorherige Einladung
Very Satisfied, Excellent Quality
Very happy with the service I received, from the moment I placed the order till the furniture was delivered.
30. November 2011
Bewertung ohne vorherige Einladung
Fast service, excellent product!!! Happy to use again and again!!!!
The product arrived swiftly and it was no fuss to put together. All in all i am happy with the service the product and will happily use the service again.
30. November 2011
Bewertung ohne vorherige Einladung
DISGRACEFUL - AVOID AT ALL COSTS!!!
Where to start with this company! I have faced over 4 months of hell, they are by far the worst company I have ever dealt with and I would advise everyone to steer clear of them.
I have reported them to Edinburgh trading standards and would advise anyone else who has had problems with them to do the same. This seems to be the only way to stop this company stealing money off the general public. The number to contact them on is 0845 404 0506.
I placed an order for over a thousand pounds for my new house on the 27th July. I was charged in full. All items were advertised as in stock and delivered within 10 days.
I was phoned the next day and dvised that 2 of the 4 items were available and these would be sent. The other items although advertised as in stock, were not. 1 was "on the boat" and the other item wasn't even made yet. I was advised these items would take 4-6 weeks.
I then received my 2 items 17 days later, not the 1-10 they advised. Of these 2 items one - the coffee table was damaged. I then phoned their "dedicated" 24 consumer line only to be told it was an out of hours service and someone would contact me when they were back in work at 9am.
The call never came and I received an email asking me to send proof of damaged item. I did this on the 12th August but received no answer.
I then chased again on the 18th August to be advised that I could have a £100 discount to keep the damaged table. I was absolutely speechless! When I said this wasn't satisfactory, I was advised I would be waiting 3 weeks for a replacement table as they were now out of stock.
They refused to come and collect the table so it had to sit in my living room until they were delivering the rest of the furniture.
I then had no further contact from them for 3 weeks until I chased to find out what had happened to the replacement table and the 2 other items that should of been in stock weeks ago. Again I received no response from them so chased 5 days later.
On the 14th Sept I was advised the bookcase was in stock but the other items were not expected until the 22nd September. I asked for the bookcase to be delivered for the 22nd September but was told the warehouse would phone me to advise when van would be in my area. No phone call received.
I phoned again to find out when the bookcase would be delivered and was told it would be 2 weeks as there was no van in my area till they. They also advised the other 2 items were still not in stock.
By this point I had had enough, I had been waiting 8 weeks for furniture that was supposed to be in stock. I had ordered it because it was in stock and I needed it for my new home. I had a large damaged coffee table sat in my living room for 8 weeks and no guarantee of when they other items would I arrive.
I phoned to cancel the order. They sent a cancellation email but no mention of a refund. on the 16th Sept I chased to confirm refund and pick up of items. I presumed they would refund for all items including the DVD tower that was sat unused in it's original packaging. But no, I was wrong apparently that item was no longer property of hip furniture but was in fact mine. This was because I needed to tell them I wanted to return it within 14 days and the fact that I had waited 8 weeks for the rest of the furniture made no difference.
As a gesture of goodwill they were happy to collect "my" unusued DVD tower and dispose of it on my behalf but no refund was available. The DVD tower cost £300.
I had to wait to be contacted by the warehouse to be advised when coffee table would be collected and they refused to refund the coffee table until it had been picked up.
They promised when I spoke to them on Tuesday that someone would come and collect by Friday but it took a further 2 weeks for the item to be collected.
I then had to phone again after a week to receive my refund as no-one had contacted me to confirm when I would receive it. It finally took 10 days for it to be refunded on to my card.
Furthermore, I have now been left with a DVD tower I don't want and that doesn't match the rest of the furniture in my living room.
They are impossible to deal with, they never respond to emails and everyone you speak to is a "manager" and you can't speak to anyone higher up than them. I requested the Managing Directors detais so I could write to them directly but was told they weren't willing to share these details with me.
The company is an absolute sham and should be shut down. I have never had such problems with a company in all my life and would advised you to seriously consider placing an order with this company. Order at your peril!
28. November 2011
Bewertung ohne vorherige Einladung
Antwort von Hip Furniture
Hi Hannah,
We are sorry to hear of the issues you have faced when ordering with our company. We thank you for bringing this to our attention recently. We do appreciate any feedback about our service, and take all on board. We constantly strive to improve the service we offer our customers.
In response to the points you’ve raised on your order;
The delivery times on the website are listed as the estimated delivery lead time for that item, and we do delivery the majority of our orders within this time frame. When deliveries exceed this delivery timeframe for whatever reason, we will endeavour to make our customers aware of any delays where possible, and any delays out with the quoted delivery lead time are rare. The delivery timeframes quoted are listed in working days. We can see from our system that we delivered 2 pieces from your order to you on the 12th working day so 2 days out of this time frame and we do apologise for this delay. The lead times on the site are estimates only and in no way a guarantee of a delivery time. But are listed as a quite to inform customers of how long they should expect to wait for their order.
Unfortunately as you have mentioned 2 of the items you ordered were out of stock at the time of ordering and we informed you of this the day after the order was placed, where you opted to stay on back order for these items. You were given the option to choose alternative items that were available and in stock, or be issued with a full refund for your order. You, as the customer, chose to stay on back order and so we actioned this for you. At any point on your order, you are of course entitled to request a full refund, and if requested, we would action this for you immediately upon request.
As you have stated the coffee table arrived to you damaged and this was passed to the warehouse to authorise a replacement item. This was unfortunate, and again is a rarity in occurrence. With the nature of how deliveries work with couriers, there is always a small amount of boxes that will get damaged that we put out. We do work to keep this to a minimum. On your order, we can see that the damage on the item was very minimal. So, at this point we offered you the discount of £100 to keep the item as a gesture of good will. Some customers would much prefer this method, rather than collection and replacement. You are of course entitled to a full refund for any item that arrives damaged. And again, we would fulfil this if and when requested. The damage on the coffee table you received was minimal to only one corner of the coffee table and this discount was offered as way as apology that the item had arrived damaged.
We will always offer our customers either a discount or a repair before organising a replacement as we find in a large number of instances customers are happy to take one of these options. You were entirely within your rights to refuse this and at this point the warehouse were contacted to confirm a replacement item was required.
Unfortunately we had no stock of the coffee table left at this point and you were offered £50 due to the delay which was accepted. This was offered as way of an apology for the delay in not being able to replace the coffee table immediately for you and this was something which you chose to accept.
Once the bookcase was back in stock we began to arrange delivery of this item to you, at this point the coffee table and tv stand were still out of stock and due into our warehouse. Unfortunately the delay lay with the manufacturer shipping the items to all UK retailers, and for this reason there was a delay in getting these items to you.
We then received a message from you that you would like to cancel the whole order and were not interested in waiting any longer for the items to come back into stock.
At this point we arranged with our couriers to collect the items you had received, and refunded you for the items that were on back order. In honesty, the collection took longer than we would have liked, and certainly longer than our normal collection service, and this is something we have now rectified. We aim to have collections from customer addresses done as fast as we possibly can, working closely with various courier companies in the UK to achieve this, we aim to have all collections done within 7 days at most. Most are achieved within a few days of the request being made.
As soon as the warehouse confirmed that the coffee table had been collected from you we issued the remaining refund to your card immediately, and sent you confirmation of this by email, confirming the amount refunded too. Can you confirm you’ve now received this amount back to your card as available funds? You should have received this some time ago. If there are any issues with this, please don’t hesitate to contact us by phone on 0845 2241481, or email our customer support team here at customersupport@hip-furniture.co.uk.
We do apologise if you feel you have experienced unsatisfactory customer service from us on this order. We have taken on board the comments you have made and the feedback you have issued to us. And we will continue to endeavour to keep improving the service that we offer our customers.
POOR!!!
Received order with faulty parts, spoke to manager eventually who said 'you'll get a replacement part some time, but don't know when'! Absolutley abismal service - stear clear!!!
25. November 2011
Bewertung ohne vorherige Einladung
Antwort von Hip Furniture
Hi Paul,
We are sorry to hear that you have experienced issues when ordering from us.
We can see from our systems that we have been trying to get the parts sent out to you, and we do apologise that this has taken so long.
We will arrange for these parts to be sent out as priority as soon as possible for you and are currently investigating the delay on this with our warehouse manager.
We hold full items only and do not keep replacement parts in stock and as such the parts are coming direct from the manufacturer and not from our warehouse and this can contribute to delays and is why we cannot give an exact delivery date.
Again please accept our apologies that you have not received good customer service.
We aim to have this resolved as soon as possible for you.
UNHAPPY CUSTOMER
BEWARE!! If by any chance your item is not what you were looking for dont expect your money back anytime soon!!!
I ordered a shoe cupboard and when I returned the item as it wasnt to my liking thats when the problems started. Firstly they use a courier that is slow to arrange collection and can easily add 1/2 weeks on to you receiving your money back. When they do eventually arrange collection they say you should receive a refund within 5-10 working days. THATS A JOKE!!
They didnt even notify me that they had received the goods back into their warehouse until I called them to chase a week later. I've had to chase them christ knows how many times and I was told by a lady by the name of [name removed] that the goods were received and a refund would be in my account within the next day or two. Still waiting.......
Having still not received my refund I decided to call them again to chase, only for [name removed] to say that [name removed] had lied, they didnt know if the item was in the warehouse and that he would look into this and call me back. He didnt call me back so I rang again. He said the refund will take 5-10 working days from today and not when the item was originally received at their warehouse. VERY POOR CUSTOMER SERVICE, STILL WAITING FOR A REFUND AND STAFF LIE TO YOU.
THE POSITIVE COMMENTS ON THIS SITE ARE POSTED BY THEIR STAFF WITH BOGUS PROFILES - BEWARE!!!!!!!!!!!!!!
22. November 2011
Bewertung ohne vorherige Einladung
Antwort von Hip Furniture
Reply sent to customer via email on 23rd November 2011;
Hi Karl,
Thank you for your email and my sincere apologies for the issues you have faced. We thank you for bringing the matter to attention, and alerting us to the service you have received.
Your complaint has been passed onto the senior management here at Hip Furniture, and matters have been put in place to ensure that this level of service is not replicated, and insurances have been made to bring a swift resolution to your order here.
The information passed across to you last week was to let you know that the refund should be authorised and confirmed to you within the next couple of days. At this point you should have been informed of the refund procedure and process, in that the payment will be made back to the card you have paid with and would be available within your account within 7-10 working days of the date of authorisation of your refund, and we apologise for any misunderstandings that arose from this not being made clear.
As for the item having been received back at the warehouse, there was some confusion with this due to the scanning systems being down within the warehouse. Usually as soon as an item is scanned, we are notified of the return, meaning we can action a refund against the item/order instantly. Because of this technical issue with the scanning equipment at warehouse floor level, there was a delay in us getting our official confirmation across and thus authorising your refund. These issues have now been rectified, and our usual high level of service, and speed of response, has been restored back to normal now.
The issues you faced with the delivery company are unacceptable and we appreciate you passing across the information on this. We will be taking this to them directly as this is not the service we want a representative of our company to provide and apologise that this combined with the other issues has meant an unsatisfactory level of service has been provided.
We can confirm that your refund has now been issued to you in full, and will be with you very shortly. The amount of time the amount will take to drop back into your account will vary on who you bank with, and their banking process, but will be back into your account in the next few days. Please let us know if you experience any further issues in receiving your refund back to you, but we can confirm the refund has been authorised, and the funds have left us and been sent back to you.
"No delivery, no service and took 3+ weeks to refund my money"
"No delivery, service and took 3 weeks to refund my money"
I ordered a couple of chairs that were on back order. I was told that in July that delivery would be early September at the latest. They took full payment in July. I called during the 2nd week of September to be told delivery would be October - 'probably', after 8 phone calls and talking to FOUR 'MANAGERS' I was told delivery might be November, then this was a special order and they had no idea if and when I would ever receive the chairs. I reasonably asked for my money back, which I was told I had to email them, which I did. I took 2 weeks for them to confirm they had received my instruction and then a further 2 weeks to actually get my money back. I was even offered a discount by yet another 'MANAGER' if I would like to wait for an unspecified period of time for these chairs, which I declined. This seems like borderline fraud to me and I suggest no one ever deals with these people,
15. Oktober 2011
Bewertung ohne vorherige Einladung
Antwort von Hip Furniture
Hi Mr Jacobs,
We are sorry to hear that you experienced issues when ordering from our site.
When any order is placed the funds are taken at the time of the ordering to ensure the order can be paid for.
The chairs that you had ordered were out of stock at the time the order was placed, and we arranged for you to go onto back order. We arranged this directly with you at the time the order was placed.
We receive the chairs that you ordered direct from the manufacturer and unfortunately in this instance there were delays on the stock coming into our warehouse.
We did receive your instruction to cancel the order and this was passed to the warehouse for confirmation. We did not receive this confirmation as quickly as we would normally which is why the cancellation took longer than expected.
We do try to keep our customers as satisfied as possible and this is why alternatives and a discount were offered to you, to see if there was any more we could do for you.
All of our refunds take up to 7-10 working days to process and we do aim to have the money back to you asap and we apologise that there was a delay in processing this refund for you in the first instance.
We have no record that there have been issues with the refund going back onto your card and we trust that this money is now in your account.
Kind Regards
The Team @ Hip Furniture
Faultless
Delighted with the new furniture I received from this site - very good quality item.
The carrier company were excellent - they rang me to ask when would be a good time to deliver and on the delivery day the driver rang again to confirm when he would arrive.
So service and product is hard to beat. Would not hesitate to recommend to others.
7. September 2011
Bewertung ohne vorherige Einladung
Fantastic Service, Speedy Delivery
Found this site to be better than I expected, I am usually quite hesitant to order through the internet due to some bad experiences in the past but hip-furniture shot my worries away.
item was cheaper than nearly everywhere else with free delivery, it did state it would be delivered in 1-5 days and wasnt there by the sixth, so worried I was being conned gave them a call to try and find out what was going on. they said they would have to give me a ring back which they did within ten minutes, apologised for the delay but let me know it would be there by the next day and lo and beyold it was.
11. Juli 2011
Bewertung ohne vorherige Einladung
Order from this company at your peril!! 0/5 stars
Terrible customer service, poor quality products. Took 2 months for the order to arrive, even tho money taken immediately. Incorrect item delivered and damaged. Damaged item still awaiting collection 3weeks later. Complaints ignored, they couldn't care less. A sham of a company.
15. Juni 2011
Bewertung ohne vorherige Einladung
Antwort von Hip Furniture
Hi Maddie,
Sorry to hear you have experienced some issues when ordering from our company.
We do take payment for all orders as soon as the order is placed so as to ensure the order can be paid for.
If for any reason the order cannot be delivered we will offer the customer a number of options, including staying on back order or choosing an alternative product.
Could you please let us know what your order number was or what name the order was placed under so that we can investigate the issues you have faced.
Kind Regards
The Team @ Hip Furniture
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