KEENS Belfast — Hotel in Belfast

Such terrible customer service & treatment received to myself from this company in store.

On Monday at exactly 0915 I had called this store regarding Dunlopillos. The girl whom answered the phone was very helpful, she checked her system and was unsure to the exact amount of stock of pillow in question, she then checked her system a different way, informed me that there were two types of dunlopillos in stock, both were £69, from memory there was 16 of the deep filled and 6 of the serenity. I continued to ask was the shop opened and was told yes.

So we made the journey up to Belfast, had a look around, saw no pillows so enquired with the guy who was hoovering around the bed section, basically he was not interested in helping me nor even interested in working. He said the girl on phone was wrong and that they do not have these pillows in stock, he never once made an attempt to enquire with the girls as to whom I was talking to for to inquire how she found on the system said pillow.

We then proceeded downstairs to ask the guy at the customer till , that guy was exactly the same as other guy, but with a slight more interest in helping. He never once made contact with the girls in office , but proceeded to the original guy from upstairs who came downstairs and they discussed this issue behind a pillar, he came back to me and stated that these pillows had in fact been ordered in, took my name & number and the number of pillows I had wanted. We left the shop in disgust as we had other items that we were going to purchase, so lack of interest in helping me, resulted in quite a substantial amount of money being spent at another establishment. On checking website for Keens these pillows are in stock and they are able to be added to the checkout cart.

Even if the girl was wrong on checking her system, the men in store were clueless, rude and disinterested.

a one star was only given as zero was...

All I can say is Wow! What a furniture store! I have had the pleasure to visit Keens on several occasions over the past few months. The red brick building spans a large corner site on the Albertbridge road. Its historic exterior belies the modern stylish interior, covering 3 floors displaying a stunning range of high end quality sofas and occasional chairs from leading British and European brands and much more! I pause here because I cannot list all the wonderful dining, bedroom furniture and home accessories that this store beautifully displays. Next I will mention the warm, friendly welcome my husband and me have received on every visit from Denise, who has individually and expertly satisfied all our customer needs from beginning to end. She has encouraged me to make perfect furniture selections, co-ordinating colours and fabrics to our existing decor. Looking primarily for a new sofa and accent armchair I am overwhelmed by the wide range of high end brands at competitive prices in keens. ..and all so attractively displayed. Everything went like clockwork from receiving pre-order emails with photos of our order with colour and fabric swatches. Our Parker knoll large 2 seater and accent armchair arrived weeks ahead of time. The 2 young delivery men were so polite and respectful of our home removing shoes( without asking) and covering carpets before assembling and perfectly positioning our new furniture. So satisfied at having purchased such quality furniture and receiving knowledgeable expertise I went back yesterday to be warmly welcomed by staff and to complete an order with Denise who had helped us choose a stylish swivel recliner( oh so comfortable and cool looking!) from their new Italian collection Egoitaliano. Five stars for service and customer...

Bought a £600 Hypnos mattress (reduced from £700+) from Keens at the end of March 2018, I avoided the big companies and decided to go local (never again). Both my husband and I began to notice an evolving ridge in the middle of the mattress about 3-4 weeks after delivery. It has now reached the point where we are both sleeping in what feels like hammocks either side of the bed. Contacted keens who eventually (2 weeks later) sent an ‘independent’ auditor out to assess the mattress. Both this person and nuala from keens (after sending pictures) agreed that there was a visible hump in the middle of the bed. I’ve now been told that it is within normal tolerance levels (keens never knew what was not within tolerance) and the best they can do is 50% off a new bed from keens, is this a joke?! Unfortunately it’s only after I ordered the bed that my sister reported she had similar issues with the quality of keens products and aftercare, I am now in the process of taking this through the ombudsman and would advise anyone to steer clear of keens...