Worldwide Supply Chain Challenges:

Like many other companies which rely on the global supply chain, we are experiencing delivery delays due to factors beyond our control such as:

• Extended shipping times
• The well publicised shipping container shortages 
• Worldwide port congestions
• HGV driver shortages in the haulage industry 
• An increase in demand for our furniture 

These challenges have put our supply chain and warehouses under strain. We are experiencing unusually high levels of customer delays compared to our original delivery estimates and dates can sometimes change multiple times and at late notice.

Impact on our customer experience:

Understandably we have a  high volume of customer calls and other contacts into our customer support centre, with longer wait times than normal in response to enquiries. 

We recognise the inconvenience caused and sincerely apologise for the delays and level of service some of our customers are experiencing. 

We have clear plans in place to improve response times and return to our normal levels of service.

In the short term we are taking the following actions:

Arranging Customer Deliveries:

• If you have already had a notification to book your delivery call the number detailed in your text / email. Please note this line is for delivery booking only.
• It is not necessary for you to contact us. If you already have a current delivery date,  that is the latest information available - our teams have no further update.. 
• We will book your delivery only when your items have arrived into our warehouse.
• We will contact you to arrange your delivery.
• Please do not dispose of your old sofa until we contact you to arrange your delivery.

Updated Phone Line Operating hours:

• These will now be 09:00 - 17:00, 7 days a week.
• Our intention, with more than double the resources in our customer services team, is to focus on reducing wait times.

Methods of contact.

• To improve our service, and reduce handling multiple raised contacts, we will be focussing resource on two channels
• You will be able to contact us:
  
  a) by phone : 03444818181 operating 09:00 - 17:00 7 days a week.
  b) Our web enquiry form:

I have a general enquiry
I have a delivery query
I need product support

We will work through enquiries in order of submission - please do not submit multiple requests as this will not enable a quicker response.

To deliver a better experience:

We recognise the level of frustration that our wait times on our phone lines are causing, which are currently in excess of an hour, and we are working extremely hard to reduce them. If you do not want to hold, please raise a web enquiry form once and we will respond to you as soon as possible.

Although we would love to answer personally to direct emails or LinkedIn messages, doing so prevents us from responding to all our customers within an acceptable time frame and slows down response times. Any contacts made directly via email or Linkedin will be reassigned into the service response flows described. 

Following the above guidelines and using our two methods of contact will ensure you reach our frontline team who have the most up to date information about your order and can work through all issues in a more efficient manner. Please contact us via phone or web enquiry form.

Our Sofologists in store are unable to access the systems needed to investigate and answer customer queries so please use the phone line or appropriate web enquiry form as advised above.