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Love at first sit. That’s what The Lounge Co. is about - creating fabulous looking sofas for you to fall in love with, even more when you fall into one. We at The Lounge Co. know what makes a great sofa. We’ve got the best furniture makers in the country for starters; we’re part of a group which includes Parker Knoll, G Plan and Duresta, and have been making fantastic quality sofas and chairs for decades - it’s safe to say we know our stuff. Our craftsmen have tested and tweaked every one of our twelve sofas and six chairs over and over again to get them just right. Our frames are thoroughly thought through, made in the UK and guaranteed for 10 years.
Reviews 898
K S
Sep 04,2021Worst experience we have had. Similar to other reviewers, our experience was: - Order 8 week lead-time sofa at the beginning of May;. - Delays (which are to some extent acceptable); - No communication from the company (and Customer Service ("CS"); - Cancellation of the order less than 12 hours before delivery; - Customer service is beyond poor: It's taken nearly 5 weeks to ascertain that the sofa has been lost. They have no overview of the product journey/delivery schedule - woeful systems in place - unable to communicate with suppliers in a quick manner - promises to call back that are never fulfilled - you need to chase them for everything. Absolutely no appreciation for the customers time. Cannot recommend at all, have told all friends and colleagues to avoid (after having initially recommended). If anything goes wrong, which by the number of bad reviews lately, seems often... expect to not get anything resolved quickly and it might not even get resolved. Our Timeline below - you decide whether this is in the realms of the acceptable: 1) A nice lady at Fenwick shows us the sofa from Lounge Co. 2) 11 May: After a bit of back and forth, as not all sample fabrics were sent on our request. We put an order in on a sofa advertised with a lead time of 8 week. 3) Week 8: no communication from LoungeCo - we wait, as we understand that there are delays at the moment. 4) Week 9: We get an email to book delivery slot - earliest date available is two weeks on. 5) Week 11: On the evening the day before delivery we receive a call from the delivery company Wincanton. They haven't received the furniture and can't deliver. 6) Day of Delivery: We call Lounge Co. Customer service - they weren't even aware of any issues, but promised to look into it and call with an update the next day 7) Following day - no call. So we ring up the day after that - the update: Their systems haven't been able to locate the item. They don't know what has happened - are going to email the the Manufacturer Parker Knoll. Supposedly, they are not able to call to speed things up. They tell us that Parker Knoll is on summer holiday and therefore we can't get a response for another week. They'll let us know once they hear anything. 8) Week 12: No call back - We have to ring up again - Parker Knoll can only find half the sofa...Customer Service (CS) tell us they will get in touch with the Delivery Company Wincanton (via email as they don't have a phone line to them). CS will update by the end of the week. 10) Week 13: We have had no response, so ring up CS on Monday. Turns out our CS case handler is now on holiday for three days - we weren't aware of this and no other member of staff was able to give us a real update. Additionally, we are told Wincanton takes 7 days to reply to emails so no response. They tell us our CS handler will get in touch once back from holiday. They don't - so we ring up on Thursday evening. Wincanton can't find the Sofa neither. So they offer us complimentary cushions. They are going to get in touch with Parker Knoll (again and via email) for them to triple check. 11) Week 14: We ring up - they haven't had a response yet - inform us that we might have to order another sofa and should think about it. Not possible to expedite our order, or make half of the order. New lead time is 16 weeks with no guarantee of a Sofa before Christmas. CS handler promises to speak to manager on Thursday and call back on Friday. 12) Week 15: We have to call yet again on Monday to be told that their meeting with the manager got cancelled. We ask to speak to the Manager at the very least to get a discount - Response: "I'll e-mail them - it can take 3-4 days for the manager to respond. We call on Thursday as no response again. They haven't received a response from the manager and we won't be able to speak to them till Friday or the following week. We ask for a refund, which was provided the following week.
Sally Tyler
Aug 17,2021This is the 3rd order that we have had from the Lounge Company- excellent service. Lovely quality products well worth the money.
Stephen Temple
Aug 13,2021What a useless Company. Order Number 3000000117 We ordered our Sofa with an acceptable lead time no issues. Come to delivery the shipping Company in Wincanton state there do not have the sofa. Several times to The Lounge Co what is termed "Customer Care" please don't laugh. The response by them is they cannot contact them, Yet I have spoken directly to them twice this week who informed me personally they do not have the sofa. Back to Customer Care and I am still told as a supplier they cannot contact their own Shipping and Handling Contractor. Had enough demanded to be fully reimbursed. Will not and will inform all friends and relatives to keep clear of this incompetent company
Emma Hull
Aug 10,2021What a careless, incompetent company. Ordered my sofa through from Furniture Village through The Lounge Co. - twice they delivered the wrong sofa, turns out The Lounge Co. ordered the wrong colour sofa - I now have to reorder with a ridiculously long lead time - am awaiting compensation and an apology in hope that this lead time is expedited
Mr Cockerill
Aug 10,2021We saw a settee in Fenwicks in Newcastle, placed an order. We were informed of their delivery date and the before the delivery we were advised of the 2 hour slot. setter The setters arrived the old ones removed and the new ones checked all the packing materials removed.
GENTIAN CANI
Aug 09,2021Really good quality and comfortable sofa and looks the part too
Zoe
Aug 03,2021Be prepared to wait six months. If I could give them zero stars I would. I placed an order in May. In July they paused my order due to a discontinued fabric for my cushions only. I explained that my sofa lead time should not be restarted due to a cushions of a different fabric. This appeared to be resolved. Now I've heard (after chasing them) that my sofa fabric is out of stock and I will not be receiving my order until at least mid-november. To say I am outraged is an understatement. I placed my order in May, have had to chase and send several emails to get a response on anything and I'm left moving into a flat without any lounge furniture. DO NOT ORDER IF YOU NEED ANYTHING WITHIN 12 MONTHS!!!!! AVOID!!
Paul
Jul 30,2021Delivery awful. 10 months for a 10wk delivery and still not completely delivered. And a catalogue of problems including no foam availability, missed manufacturing slots (probably forgotten about), fabric quality issues, inflexibility to change fabrics within the group, inability to split delivery. At least I now have my furniture - mostly - I’m missing the legs from the chair which I was promised would be at most 10 days but we are now into day 17 with it sat on the floor. Quality is good. But I don’t rate the organisation for being able to track an order through the manufacturing process.
Adam Connolly
Jul 28,2021Epic customer service
RW
Jul 27,2021If there was a zero this is what I would rate the Lounge Co. I have been waiting for two sofas since the end of April, supposed to be delivered last week, cancelled at the last minute and now a week on, no further information from anyone at ‘Customer Service’ I have emailed, called and left messages. Still nothing.
Mr G Cooke
Jul 27,2021The furniture is good, arrived on time and the delivery team were excellent.
Matthew
Jul 27,2021Beautiful sofa, excellent quality and arrived quicker than expected.
Marion Hutchins
Jul 26,2021Can't fault the service and chair is very comfy
debbie
Jul 26,2021Dreadful customer service, had to track down directors via linked in to eventually get a delivery date. Fantastic sofa, but won’t respond & reply or give a true delivery date. 1 lady in customer service was very helpful, but the district impression she was hitting the same walls as I was. This could have been 5 * review had they managed expectations & been truthful from the outset, it at least replied to messages & emails. I would buy their furniture again, but only if they gave some kind of written delivery guarantee as spent 5 weeks sitting on a floor!
David Oliver
Jul 26,2021Good quality, well priced, stylish furniture. Excellent customer service and delivery.
Suzanne Hedges
Jul 26,2021My Daughter is so happy with her new chair. The quality is superb and it is so comfortable. so loves the vibrancy of the colours too 10/10 If that wasn't enough, the delivery was perfect too!
A. M.
Jul 24,2021I placed an order on the 16th of May for a sofa to be delivered what was said on the checkout within 8 weeks. Well, I rang to get an update a month after and although the people on the phone are really lovely, they are clueless about what the progress of the order is, at any stage. I then got contacted by the delivery company to arrange a delivery date, however, they said there was an issue with how the order was passed to them as they had 2 sofas although it should be 1, to what I was asked to call myself to The Lounge Co (TLC) to fix the issue. Well, a few days after calling and being told the issue should be fixed, I rang the delivery company again, and yet the issue wasn't resolved, but a note was left instead. On the 12 of July, I got my delivery date given by SMS and email for the 24th, and on the 22nd I got a delivery slot of two hours. Well, today 23rd (less than 24h. before the given delivery slot) I received a call from the delivery guys saying they did not receive the sofa yet from TLC (seriously?). Right after I rang TLC and they had no clue about what could have happened (?) so I was promised a call back by Monday. I am really anxious reading all the previous reviews as this is exactly what has happened to other customers. I DO expect a refund of the delivery charges (the least) as I spent a big sum of money but the company failed to deliver/provide customer service to the standard one expects considering what was paid. So, if you are about to purchase a sofa from here, please be aware of this as it seems to be a very common experience. __________________________________________________ Update: as of 27th of July I managed to get in touch with the customer service team, as always lovely people, not their fault, and I was advised that my sofa was not finished yet as the manufacturer ran out of something needed to complete the order. I asked for updates so I could know how long it would take to get it delivered, nevertheless, this was unknown by the two people I spoke to and they also said they could not get updates from the manufacturer until at least 2 more weeks which was completely unreasonable. Adding to this, I was also told that when I placed the order, the 8 weeks waiting time displayed on their website was due to an issue with the system as it should take definitely longer, at least 16, why nobody contacted me to let me know there was a system issue when I placed my order? I had to learn about this after they failed to deliver on time. At this point, I was offered a cancellation and refund to what I agreed. Long story short, my experience with this company has been appalling, a complete waste of time, and very very frustrating. I wonder how the quality of the goods is if the company treats customers like that...
Ceri Whiteley
Jul 13,2021Placed an order online as it's an online company, and paid in full. After 12 weeks of no email update I called and was given a completion date of 30th June, 2 weeks went past nothing so I called again, this time to say they couldn't find the order. After sending emails and more calls still nothing. Called today and they have no fabric in stock and they can't give me a delivery date. All very frustrating but I guess they think it's my problem not there's!!! It probably wouldn't have been such an annoying process if just someone would keep me updated.
Mr Matthews
Jul 09,2021We've had a sofa from them before - great quantity and always arrives on the delivery date...
1 Hampton Park West, SN12 6GU, Wiltshire, GB
http://www.theloungeco.com
SHMG
Sep 04,2021So we visited the flagship store on recommendation of my parents who bought their sofas a couple of years ago. It was the most incredibly awkward and unhelpful experience. The manager in charge was completely uninterested in us and the only reply we received was “it’s all on our website, but here’s an A4 piece of paper”. Every question we asked seemed like an inconvenience and there was no effort to try and make us feel welcome or show us the collection. We felt so uncomfortable in the store we wanted to leave as quickly as possible. When we asked about fabric samples, she hurriedly opened drawers grabbed a few and gave them to us as if that was our cue to leave. There was a young Lady with a headscarf who seemed pleasant but she almost seemed scared of the blonde lady in charge - the atmosphere was incredibly uncomfortable and we wanted to leave as soon as possible - not the customer service you’d you’d expect from a higher end company. Very unpleasant experience. Safe to say we are very reluctant to buy from TLC because of this experience.