"Poor quality and worse service"

Having read poor durability reviews of cheaper sofas we bought a C&H sofa. From the outset the back cushions sagged and were uncomfortable and after several weeks an inspector weighed them and confirmed they were under-filled and arranged replacements. After several emails we were told they were in the standard production run and we would have to wait, so a couple of months after that they arrived. They were damp and filthy so waited for a second inspection which took long enough for them to dry out, but we were told the grubbiness was normal from a factory - it must have been grease because we couldn’t clean it. The new inspector didn’t bother weighing them but said they were bound to be ok and put them in the covers. We tolerated that as we had already been several months without a usable sofa but whilst they are better they still keep losing shape and need constant plumping. On top of that the fabric shows the slightest mark and even wiping with a damp sponge shows that for weeks later. As soon as we can afford it we will get rid of this ridiculously overpriced item.

Postscript: A local upholstery company is making new fillings with a stiffer core and feather/down wrap so it will keep the shape. They told me the fillings were the wrong design for the covers as they are pillow design instead of box edge, so they were never going to be any good.

"I am extremely disappointed with my…"

I am extremely disappointed with my purchase, the seating which i asked to be firm is not in my opinion firm, the fabric is poor quality i can see signs of the fabric being loose and its only two weeks old. I have to say i purchased Collins and Hayes as my previous sofas purchased twenty years ago had been fabulous and has stood the test of time. This new one is just not of the quality and standard i had expected from Collins and Hayes. I tried contacting their after sales not to complain but to query and got no response. Poor Show all together

"Always had Collins and Hayes and always…"

Always had Collins and Hayes and always will

"I sent for cover samples over two week ago still waiting"

I sent for cover samples over two weeks ago. Whilst the postal services are currently slow I doubt if I will now receive these samples.

"Having owned a Collins and Hayes…"

Having owned a Collins and Hayes Lavinia extra large and a medium sofa for over 15 years it still is comfy and well presented. Through regular machine washing of the slip covers, they have shrunk by about half an inch in length but I wash them every 6 months religiously! I've bought up my family and used the extra large sofa for sleeping on occasionally (without the back cushions it makes a very decent single bed for rare occasions). The medium sofa fits two people well with space between. We recently went to look for a replacement. We spent weeks sitting and visiting stores. My family were delighted when they found the sofa they want and were very surprised when I told them that it's the sofa they have the Lavinia (only the new design has two cushions on the extra large instead of the 3 we have - which is what confused them). We are looking into refurbishing ours or replacing it. Problem is refurbishment is coming near to the same price as replacing and yet the frame is in very very good condition - A difficult choice! We love our Lavinia sofa. Wouldn't hesitate to recommend Collins and Hayes!

"Absolutely shocking after sales…"

Absolutely shocking after sales treatment,and still cannot get it right even though FIRA has come twice to assess the situation and twice you have had a report on both occasions, I bought a large Lavinia sofa and chair I still had my small Lavinia so only boughtnew covers and new primalux interior cushions, they were delivered but not my for my large sofa and chair , my cover for my chair was broken, threads on all the covers which hadn’t been finished off properly, feet broken, lucky the gentleman I bought the sofas off had spare ones , I have finally had a new cover but only through FIRA but there’s still the issue with the cushions!! Oh yes you have sent new cushions but their not primalux the ones I have paid extra for , so once again I have 3 large cushions I do not want and no idea when they will be picked up , also I noticed the thickness of my new cover is quite thicker than the other covers which I prefer as the covers on the sofas are basically thin and look scruffy, their not even a year old , the whole experience has been an absolute nightmare so I would say stay well clear of Collins and Hayes unfortunately

"Excellent service and quality from…"

Excellent service and quality from Collins and Hayes. Sofa is beautiful everything we expected and more , the cushions and footstool we also had made are beautiful and the service was fantastic. Highly recommend x

"Online video consultation…"

I was a little unsure how the online instore consultation would work. Really impressed. Fiona was absolutely brilliant, it felt unrushed and her product knowledge was excellent. I was also shown the fabric books and in turn a number of swatches are being posted out to me. Thank you.

"We found our online consultation with…"

We found our online consultation with Fiona recently extremely helpful. In the absence of being able to visit the showroom at the moment, this was definitely the next best option. It has clarified our thoughts about replacing our existing Collins and Hayes sofas which have served us well for 20 years!

"Excellent Tour. Thank you."

Thank you so much Fiona for the brilliant virtual tour this morning. I found it so helpful speaking to an expert who knows the range of products and could answer my specific queries.
A great idea given the current lockdown situation. I can start to make some progress with my project as I have had most of my queries answered already. Thank you.
Best Wishes
Christine