"Great service and received my new…"

Great service and received my new mattress within 3 days.

"Amazing service"

Crawley shop, staff are very helpful and kind and help me Chose the right bed for me.
Delivery was very quick and no hassle Especially the two lovely young men Ryan and Dave helping me set my bed all up for me. I think there all doing very well in this Covid situation x

"Base and mattress arrived on time"

Base and mattress arrived on time. We had been warned that there had been some delays with suppliers but we received our goods on the day promised.
Very helpful staff and a great deal on both items.
Buy local.
10 out of 10

"Horrendous comms, rude staff, inefficient"

I ordered 2 bed frames on 28th May in the half price sale. When ordering the website defaulted to a single when I wanted a double. When calling no-one seemed to know the way to rectify it until about 3 times of deciding. I was told when the beds arrived i would get a call to pay the difference. I never got a call. The web tracks the order and doesn't tell you time scales or anything. After numerous calls i ended up having an argument with a man who accused me of 'not caring about COVID'. He twisted my words trying to make it look like I didn't care, literally.... I was disgusted by his tone and attitude. I said to the lady, Tessa you need to sort out customer service training and respect of your staff ! COVID was the excuse used throughout 8 weeks of no communication.
I said COVID does not stop someone picking up a phone or looking at a computer. If you want customers to be loyal you ensure you have someone checking and communicating to keep them up to date. Within my email I asked about the disposable of bedframes I never got a response to that part of the email. I was told the delivery would be 28th July on the phone, then they hadn't turned up and it would be 30th so I got my house cleared in readiness. I was told that the delivery was never for 28th that the stock was due... u know what I was told. I received them both on 1st August. Absolute diabolic service. The website CLEARLY states delivery 7-14 days. If that's whats in black and white then that's what's expected. I had to chase via phone and email. Sometimes the phone was not even answered. I was due to pay the balance and they said I didn't have to pay it due to the bad experience I had. When delivered they 'deliver to the door'. I had to ask the delivery men to put the boxes inside the downstairs lounge, they seemed reluctant to do that. Im a single female parent, with a house that has two floors i was expected to lift these heavy boxes on my own up two flights of stairs. I also went to sign to say the items were inspected and undamaged... be WARNED... the boxes were all sealed. I questioned this and said I cant look as they were unopened. I was told to write that they were still boxed and not opened and I did. Need to be careful because this could render you responsible if they are damaged even if boxed. In all, I won't use this company again they don't provide updates, rude staff, and have major supplier issues. How this is allowed to happen is beyond me. This is no way to run an alleged established business. Having read the other reviews it appears I'm not the only person who has suffered epic failure of service.

"Took my money but order has gone into a…"

Took my money but order has gone into a black hole...

Placed an order for a table on 11th July - but no response other than auto generated acknowledgement, no idea of ETA, no responses to email, phone or chat function.

I thought they might have gone out of business, but looking at previous reviews, it looks like this is pretty reflective of BAU service provision.

"6 weeks and still waiting with no update!"

Really wish I’d read these reviews before ordering. I placed an order for two Birlea bedside cabinets back on 14th June. The website advised a covid sale was happening on in house stock to keep cash flow going and also that delivery was within 14 days. The day after placing my order I had an email apologising saying that delivery was not free as advertised on the website as I was out of catchment and instead would be £40. Given the circumstances described in their sale description and the situation across the U.K. I accepted this as fair and paid the extra on the same day, again being advised by them that delivery would be within 14 days. Two weeks passed and I heard absolutely nothing from them so chased by email. Bill replied saying the items were in stock and they would be in touch in the next few days to arrange a delivery slot. Another week passed with no update whatsoever so I chased again and got no reply. The next day I chased again and this time was told someone would chase the supplier as it would be them delivering directly. Again no update so I had to send another 3 emails before finally, after threatening to contact PayPal since by this time I was worried I’d been scammed, I finally got a reply saying the supplier had said they were running limited delivery options because of covid but again was promised that a delivery would be made to my area inc my order within the next 2 weeks. My email asking for confirmation of a date and the supplier contact info was never replied to. That was 2 weeks ago and I still have no furniture, no delivery date and absolutely no update from hamseys or whoever the supplier is. Their website still says the bedside cabinets I ordered are available for delivery within 2 weeks- which is funny as I’ve now been waiting 6 weeks. I have raised a PayPal case now to get my money back and will also be contacting trading standards as I don’t believe any company should be allowed to take payment under false pretence with incorrect delivery timelines etc.

"So glad I have just read the reviews I…"

So glad I have just read the reviews I was in the process of just ordering a bed and spending £100s of pounds .

"Scam"

Went into Hamseys, tried a few mattresses and couldn't decide between 2 mattresses. Shop in Beckenham reassured me that I could change my order by simply calling them. I ordered and later called to change my order after feeding back to hubby. Upon calling, I was promised they would deal with it, 3 days later, same mattress arrived, called and was told unfortunately I can't cancel order. What a ripoff to spend £600 on a mattress and be told I can't change my order. Don't buy unless you're sure, there should be BOLD signs to warn customers of refund/ exchange policy. Not on the back of a receipt after you've purchased items. this is a scam of a shop. I will be complaining and taking this further.

The mattress was sold as medium, we have not had one good nights sleep since we received it. Aches and pains all over, the mattress is FIRM! Not medium.

"Take your custom elsewhere"

I'm not one for leaving reviews, but on this occasion i feel i need to warn people to take their custom elsewhere.

If you don't have time to properly read this review, the take away message is... Hamseys are currently incapable of delivering the products they are selling. Please do yourself a favour and take your custom elsewhere.

I purchased 3 items on May 25th, a mattress, mattress protector & a bed. I chose Hamseys because it is a local business, and given the current circumstances i wanted to really show my support.

I received my order confirmation, on which i was advised that the delivery would be in 10 days. I was happy with this.

On the 12th of June, having not heard anything i called up Hamseys to get an update, to which i was told by the Hamseys agent that my order was still with the suppliers. I was told that the bed was due for delivery to the Hamseys warehouse the following week, and thus i could expect delivery the following week. The agent was polite and apologised for the delay. Under the circumstances, i was happy with this.

On the 23rd of June, having still not heard anything i called up again. This time i spoke to a gentlemen called Lee. Lee was very polite, and apologised for the delay, explaining to me that things were a bit manic. He told me he would find out what was going on and give me a call back.

On the 24th of June, having not received a call back the previous day i called up again, once again i spoke to Lee. Lee informed me that the suppliers had not in fact received my order, but he had spoken to them and they were now prioritising delivery for the following week. Given my previous promise of delivery, i asked Lee if he could guarantee that this was the case, he told me with conviction that he had spoken to them and i could absolutely expect delivery the following week.

Well, today is the 2nd of July, and i thought i'd give Hamseys a call to check in, just to make sure things were all in order for delivery this week. This time i spoke to Tessa (once again, very lovely). It turns out that the bed i ordered wont be back in stock until August 24th...

I have now lost all faith in Hamseys ability to actually deliver the products they are selling. From reading other reviews i feel i am not the only one who has experienced this level of incompetence.

I cannot fault the politeness of your employees, however, there is clearly systemic incompetence with the way you are currently doing business.

Whilst i recognise the damage that negative reviews can do to smaller businesses (i really wish i didn't have to do this). Potential customers need to be made aware of the way you are currently operating, as it is not okay.

I am happy to discuss this review with management.

-------------------------------------------

The following is in response to your reply.

Mr Hunt,

It appears that the manifest incompetence I mentioned in my initial review also extends to time keeping.

In your private email to me last night you stated that a member of your staff would contact me this morning to process my refund. I did not receive any such call until the afternoon. Whilst this may seem a little petty, I’d like to highlight the shortcomings in the trueness of your word to any potential customer reading this review.

Sincerely.

Christopher Thompson

"Not great."

Not great!
Ordered online for a new bed.
Everything I thought was ok.
I recieved an email saying I needed to pay for delivery as they will need a courier to do it. So I called the number given to pay. Only to be told itll be with you at the end of august.
Now I can be patient but over 2 months?? They said it was not in stock. How can you sell something online if it is not in stock. Eventhough it clearly stated online it was in stock. Confused. I decided i would purchase my bed somewhere else. The man on the phone did apologise and after a few days I recieved my money back.