It was lovely to not feel rushed or pressured into buying a sofa. Staff were attentive and helpful with helping us choose our sofa. We went home took measurements and the sofa we originally wanted was to big. The gentleman who seen to us the previous day worked with us to find the right sofa for us.

A fabulous range of stylish, affordable suites . The lady who served us at the Gateshead branch was amazing . No hard sell very understanding to our needs etc. No pressure put on us ( find that really off putting) and a endless amount of patience. She made sure we had the absolute best suited for us

Carol was very helpful without being intrusive. She made the purchasing experience a good one and answered all our questions. She was a pleasure to deal with and answered all our questions.
The showroom was clean and had an excellent variety of items for sale.

Seemed to be ages waiting for delivery but the 2 guys were great put it together and took all rubbish away with them, also placed the sofa where we wanted, 5*s from us 😊

The delivery guys phoned before delivering my suite and were on time.Very pleasant and professional.They put my suite exactly where I wanted them to.

Two lovely gentleman. Respected my home and put my new sofa & chair up in no time. Great customer service!!!

Great experience. The team kept us up to date with delivery times. Came when they said. The team were pleasant, efficient. There was no damage and nothing to clear up.
Would definitely buy another sofa from them

Dave was great very helpfull n well informed but not pushy was happy to answer all questions n alternative colour n fabrics no pressure a pleasant shopping experience

Great customer seveice got what we need

Absolutely great, no pushy sales person on arrival so I could wander freely around on my own. The gentleman I sought out when I was ready was so friendly, professional and so so knowledgeable. Delivery time is a little bit of a wait for what I've ordered but suits me fine. Fantastic experience from walking in the door to leaving.

From start to finish, all excellent 👌

Great choice of sofas that are available in all the fabrics … so many.
Helpful staff without being pushy

Thay very good I'm very happy with every thing

Kat at the Team Valley store was very knowledgeable, helpful and friendly, without being at all overbearing. The prices seemed fair, and once we made our choices the process was easy.

200% happy looking forward to getting my furniture.steve at the team vally branch was very helpful and patient with me as I have a stamer and he took his time with me.thank you.

The service I received from the staff in the shop was very helpful and professional. The delivery service where professional polite took care with my property gave me all the information I needed about my purchase. Excellent Service.

Good communication with time slot. Arrived on time and delivered and assembled the settees.
Polite and friendly.

Dear Customer Relations,

I am writing to make a formal complaint regarding our sofa order placed at the Team Valley, Gateshead store.

You may already be aware of this matter; however, I would like to summarise the events that have led to this complaint.

We initially placed an order, which failed to process due to a system error.

When we eventually received confirmation of the order, we noticed the price was higher than expected. We returned to the store to query this and were barked at by Kaitlyn that we had been charged an additional 12% for an extended warranty. During the sales process, Kaitlyn had specifically told us that your company was the only sofa retailer to include the warranty in the price of the sofa. When we raised this concern, we were told Kaitlyn would not have made this mistake. It was only after a prolonged dispute, and after contacting the Furniture Ombudsman, that we were finally believed and refunded for the warranty as proof was found Kaitlyn had made this mistake.

We then received delivery of the wrong sofa. Nikki had ordered the wrong settee and denied doing so. When we visited the store to resolve this, we were turned away twice over two separate days. Nikki informed us that we would have to wait for someone to inspect the sofa and produce a report before a replacement could even be ordered.

Dissatisfied with this response, we contacted Customer Services, who arranged for a replacement sofa to be ordered immediately.

Later that same day, I received a telephone call from Nikki during which she shouted at me, accused me of lying, and claimed that I had contacted Customer Services before visiting the store. She also questioned why I had gone into the store if the matter had already been resolved. This was entirely untrue, and we subsequently provided screenshots of our call history showing that we contacted Customer Services only after leaving the store.

We were then required to return to the store to sign a new finance agreement because of the replacement order. Yesterday, when we visited the Team Valley store, a visually impaired member of staff asked Kaitlyn for assistance. She refused, stating loudly that she was "not going to serve us," before walking away in what I can only describe as a huff while saying she was going to get Tracey. This left the visually impaired employee apologising for his disability because he was unable to assist us himself. No employee should ever be made to feel they need to apologise for their disability. I strongly believe Kaitlyn failed this colleague by prioritising her own personal feelings over her professional responsibilities. As a result of the atmosphere created, we felt so uncomfortable that we left the store without signing the finance agreement.

My husband subsequently emailed Tracey, the Area Manager. Her response was to explain that Kaitlyn had become distressed and might have to go home, and she asked that we notify the store before visiting in future. I would like to stress that we had no interaction with Kaitlyn whatsoever. She was on the opposite side of the shop, yet made a point of loudly announcing that she was not going to serve us. This unnecessarily drew attention to us and made us feel embarrassed, unwelcome and uncomfortable.

Throughout this entire experience, I have never received a direct apology for the abusive telephone call from Nikki. I have never received an apology for being mis-sold the extended warranty. Instead, we have consistently been made to feel as though we are the problem and there has been no remorse shown or compensation.

We are only having to return to the store because the incorrect sofa was delivered—a mistake made by the company, not by us. Yet we are now being asked to notify the store before attending, as though we have behaved inappropriately. This is wholly unacceptable.

The conduct we have experienced has been deeply unprofessional and has caused me significant stress and anxiety. Following yesterday's events, I no longer feel comfortable or welcome in the Team Valley store, and the situation has had a considerable impact on my mental wellbeing. For that reason, I will not be returning. My husband will attend alone to sign the outstanding finance documentation.

I am requesting that this matter is fully investigated.

I would appreciate a written response outlining the outcome of your investigation and the steps you intend to take to address these serious concerns.

Yours faithfully,

Rachel

Kept informed. Gave me a progress report, informed me 10 minutes before arrival. Unpacked the furniture brought them through the house very careful. Very considerate and friendly, pleasure to do business with.