Thomas Hearn Furnishings — Local services in Warwick

I’m going to keep this as factual as possible without allowing emotion to dictate. Settee and chair ordered with a request to ensure the legs matched the settee as those on the chair were different. Deposit left and we left happy and confident we had made the right choice not only with the furniture but also with the company. Several calls made prior to delivery to check that the legs had arrived, matched the settee and there were no issues. Assured everything was fine and had been checked. Balance paid following reassurances everything was ok and had been checked. Delivery Day Settee bought into house and it very quickly became apparent that the legs did not fit despite several attempts by the delivery men to fit them. Call made to store to advise of issues Suggested chair be bought in to have legs fitted. This proved fruitless as there were metal fixings in the bottom of the legs. Also at this point it was noted there were imperfections on the material, in fact pointed out by the delivery guys. Further call made to store whereby the delivery drivers were told to return the products to the warehouse. Point of clarity at this stage. Delivery guys very polite and apologetic. Disappointingly and without going into what were a lot of other issues which included broken promises, lack of empathy and others. Would I ever recommend Thomas Hearn , “Not under any circumstances” Not into mentioning names as they will know who they are. Excellent service to get the sale Dreadful customer service once things went wrong

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Thomas Hearn are aware a negative review will be posted on line. Be aware that Thomas Hearn does not have an official complaints procedure and is not a member of the Ombudsman scheme. We had to write to their owner group “Checkplace Limited” which is run by 4 people with the same surname since 1984. I suppose that’s where they can still say its a ‘family run business’. Checkplate indicate that they receive many letters like ours as they stated “I am always sorry to receive letters like this”. Their reply simply disputed everything we alleged without giving reasons, and stated there was no point in going into detail. They did confirm that Thomas Hearn will not inspect your furniture before delivery but despite this will demand that you pay for your item before delivery. This means if there is a fault, like its the wrong furniture as in our case, you cannot reject it as your old furniture will have been removed by the time you find the fault. Thomas Hearn is not the company we and many knew years ago. The sales staff are still friendly and helpful and I guess things are OK if it goes well. But if there is a concern, there customer service, given by their Manager who has only been there since the beginning of last year, is nowhere near what it was. Checkplate state that Thomas Hearn’s service is comparable to the ‘industry standard’. It used to be much better than the...

We have recently returned to Thomas Hearn’s to buy carpets for our bedrooms. Where to buy the carpets was an easy choice, as we’d already bought a beautiful Stressless sofa, chair and footstool/coffee table immediately prior to the pandemic. Their help, advice and patience (as it took several long visits to decide what we actually wanted) was absolutely excellent. Lockdown meant that delivery times were affected, but it also meant that the timings for work to be carried out on our house were affected too. Ray and Steve couldn’t have been more accommodating and agreed to store our newly purchased furniture until we could take it. In the meantime we were frequent visitors to check on the size and colour of the furniture to help us with work on our house, and on these occasions we were treated more like friends than customers. So obviously with customer service like that, we went immediately to Thomas Hearn’s when we were ready to buy our bedroom carpets. This time only one relatively short visit was required as we were working to tight deadlines. Once again we were welcomed as friends, and once again the service was excellent, and they managed to order, deliver and fit (expertly) our carpets within a very short time. The Thomas Hearn staff really do make shopping for quality home...