"Let down the day before for the second time!"

Astonishingly poor customer service from TLC - Sofa and chair originally due to be delivered in July. Let down the evening before delivery as the courier hadn't received the sofa.
After dozens of emails, phone calls and promises, I finally received a new date for delivery of tomorrow, 12th October. Having taken another day off work to take receipt, I've been let down in exactly the same way again! This has now cost me a small fortune in time off work, stand in replacement furniture and just so much aggravation. I wish I'd never placed an order

"No problems delivery was fine"

No problems delivery was fine

"Ordered an accent chair at Fenwick of…"

Ordered an accent chair at Fenwick of Newcastle (Newcastle Store). The lady who served me was very pleasant, attentive and informative.

"Great Shop"

Friendly sales assistant, good humoured, sharp and pleasant, excellent product knowledge and ideas

"Avoid Avoid Avoid"

Absolutely disgusted with this company. Ordered a sofa in May which had a delivery of 12 weeks, 20 weeks later we are still waiting after having been told TWICE already that it has left the manufacturer and is at Wincanton (delivery partner). On both occasions it has failed to turn up. What’s worse is they can’t actually tell us exactly what has happened or where the sofa is! Madness. It’s basically lost! The so called customer service team are abysmal - rude, unapologetic and dopey. I received the first genuine apology only last week. Thanks to this horrow show of a business it looks like we won’t have a sofa to sit on at Christmas. Thank you The Lounge Company,

"The sofa is as wonderful as we were expecting"

When the sofa arrived there was some concern that the entrance hall was quite narrow. But the delivery men got the sofa in without issue - all very quick and professional. The sofa is as wonderful as we were expecting.

"Nice sofa, poor communication."

Ordered a sofa from Lounge Co after having a 22 week nightmare with Furniture Village.

Delivery was quoted as 14 weeks, but was advised after approximately 10 weeks that our sofa was ready for delivery. That was a nice surprise until the delivery was cancelled a week later as the sofa had not actually been manufactured yet and at that point in time The Lounge co could not give me a new delivery date.

Anyway I got a call from Wincanton, the Lounge co's delivery partner about a week later to arrange a delivery date as I was told my sofa was now ready for delivery. I told Wincanton what had happened and they suggested I contact The Lounge co to clarify. I did this only to be told by The Lounge co that the sofa wasn't actually ready for delivery. Just as well I did check otherwise I would have wasted a day waiting in for my sofa to be delivered.

At the originally quoted 14 weeks we did finally receive our sofa which we are happy with.

Fortunately for us we did not have an old sofa to get rid of otherwise we could have been without a sofa for several weeks on the basis we were told our sofa was originally being delivered on week 10.

It is clear that the communication between The Lounge co and Wincanton is pretty much non existent. Be aware you may need to do some of the Lounge co's work for them and contact the Lounge co and Wincanton's separately to get a complete picture of the status of your order which is not good and needs to be improved.

"After waiting 3 months for my sofa it…"

Update on review
Since posting this review, someone didn't return my call to your voicemail you left. So no further attempt to rectify. You knew it was a genuine review as you even had my number and details when left me voicemail. Instead you ask trust pilot to take review down claiming not to be genuine. What sort of business does that instead of dealing with issues. So who knows how many others this has happened with!

After waiting 3 months for my sofa it turned up with a pale pigment in the sofa arm. I sent pictures to lounge co after delivery team recommended I do that. They sent a technician out to do a fix. He did some mix of blending to colour of sofa. It's looks ok but not perfect and he was pleasant to deal with. When you spend 1000s on a new sofa you don't want a repair, you want it to be new on delivery. I would expect some form of compensation for keeping sofa with the 'repair'. Instead they offer a new arm cover which may not match entirely as won't be done at same time as rest of sofa. Where I understand using a technician to do this it still feels getting 2nd best to getting it in perfect condition at start when delivered as you expect with new goods. I think lounge co should consider this when supplying goods not arriving in perfect condition. Other companies I've dealt with recognise quality customer service if goods turn up faulty and compensate for it properly. When I spoke to flagship store in Chiswick post this and their manager Helen she recognised this and asked I spoke to the customer service team who should be able to help. I did speak to them and can confirm they won't do this as against their policy apparently. Do bear this in mind when shopping here and what to expect when getting your brand new sofa and if it turns up with a fault.

"Absolutely shocking process and service!"

Absolutely disgusted with this company. Like others, ordered in May. Told there was an issue with the supply of the fabric and so my order would be delayed from July to September. Just about manageable. Upon enquiring last week, a whole new story has emerged, with it turning out that my order was cancelled by “management” in an inexplicable error. Had I not contacted them, I imagine I would have been completely in the dark til way beyond the September alleged delivery date. No compensation, no refund yet, just nothingness and platitudes. I’m not sure whether I was lied to about the fabric or whether it was yet another error, but suffice it to say I will be telling everyone who is in the market for a new sofa or chair about this!

"Beautiful armchair!"

We are really pleased with our new armchair and the delivery service was excellent!