Hammonds Furniture Ltd

Hammonds installed a wardrobe, dressing table and two freestanding chests of drawers at a cost of £4000. The quality of the items is acceptable, but the installation has left me with an issue with the carpet, which Hammonds won’t take responsibility for. Prior to the install the surveyor told me to roll back the carpet in the room and they sent an email prior to fitting suggesting doing the same. Upon the day of install the fitter didn't mention any issues, but after leaving I noticed they had flattened down the rolled-up carpet with their tool benches and by walking over it. I was hoping it would come out when refitting, but unfortunately that was not the case. When raising the issue with Hammonds they first claimed the carpet was already flattened prior to fitting starting with photographic evidence apparently provided by the fitter. When I challenged them and asked for this evidence they then came back and when down a different routing stating that my plans said I should have totally removed the carpet (even though their own email and surveyor said to roll it up). The real problem here I think lies with sub-contracted fitters being on a strict time deadline and not communicating with customers. If there was an issue the fitter should simply have informed me, and I would have rolled the carpet back further. More evidence of this lack of communication is an aerial socket (not power) in the dressing room, which is half under the dressing table and half outside. Again, if the

I am writing to formally complain about the unacceptable service I have received from Hammonds Furniture (Account No: IR732). The original fit on 9th Jan 2025 was incomplete due to missing parts. Materials and unsecured bookcases were left in my children’s playroom, creating a serious safety hazard. A rescheduled visit on 24th Jan was missed without notice, and a further visit on 14th Mar was also a no-show. The build was finally completed on 6th Feb, but with major issues: misaligned hinges, poor finish, and faulty push catches. The soft-close mechanisms stick, and the furniture quality is below standard. I have had to clear the room three times, miss four days of work, and deal with fitters turning up unaware of the job details. On 10th Apr, a seat pad was fitted, but it didn’t resolve the issues. A site audit on 8th May also failed to fix anything. The latest proposal — to use stickers to cover drill holes and leave hinges misaligned — is completely unacceptable and unprofessional.

After a 90 minute visit from their salesperson, I signed on the dotted line to place an order for an expensive fitted wardrobe. Subsequently, a surveyor came out to check measurements and told me I would need to remove the shelves and rail from the existing fitted wardrobe. I explained that as a women in her 60s with no DIY knowledge, that wasn't something I felt able to do. The Surveyor told me that the fitter would probably do that for me but they wouldn't take the old wardrobe away, I would have to arrange that myself, to which I agreed. When the fitter arrived on the scheduled date, he said he was unable to fit the new wardrobe as the room had to be completely cleared including the dismantling and removal of the entire existing fitting. AT NO POINT during the design consultation or the survey was that made clear to me otherwise I would not have placed the order. Several phone calls with Hammonds Customer Service ensued, during which I was repeatedly told that I'd had the paperwork and signed so it was my own fault. Their T&Cs state that the room need to be clear of furniture to give the fitter room to work, it does not reference the removal of any fixed fittings but apparently I was supposed to assume that as it's furniture. It is also apparently not their job to point this major consideration out as part of the sales consultation or survey as 'it's in the paperwork'. They have refused to cancel the order or offer me any kind of refund. Neither will they just deliver the

Hammonds is by far the worst company I have ever had to deal with in my life. They’ve lied about every step of the process to get wardrobes installed. They said they have an experienced dedicated team of installers at point of sale, then once the deposit was paid, they pushed back the installation date by 3 months because no one is installed yet. They then tried to push us back by a further 2 months to “optimise their schedule”. When they finally did install the wardrobes they used the wrong parts and the right ones were damaged. Shelves/ plinths not even screwed on. They won’t fix the issues of even apologise.

We were pleased to engage Hammonds for our understairs storage, having had a positive experience with their larder installation in 2023. While the design wasn’t exactly what we wanted, we trusted their quality and customer service based on past work and decided to proceed. Both the designer and surveyor visits went smoothly, agreeing that removal works (e.g., radiator, plaster) could be done two days before the fit date to suit our needs with a toddler at home. Unfortunately, the installation process was frustrating. The fit was scheduled for January 9th, but on the evening of January 8th, the fitter informed us he wouldn’t arrive until midday. On the morning of the 9th, a Hammonds rep messaged as if unaware the fitter hadn’t shown up. We spent hours on the phone, including 96 minutes on hold, trying to reach customer service without success. The fit date was moved to January 19th, then rescheduled again to the 22nd without consulting us. When the installation finally happened, there were issues: the shoe rack was installed incorrectly, and the fitter initially insisted it was correct until we showed him the design. The experience fell far short of expectations, especially for the premium price. While the design process was smooth, the customer service was unacceptable, with poor communication and multiple delays. Paying a high price should come with quality work and service, which was lacking here.

Drawers on the Radley range appear to be 28cm deep. Only becomes apparent on installation the usable depth is only 13cm (the sides and backs of the drawer are more than 10cm lower than the front). When questioned I was told I should have asked. I did ask. I was told they were deep. 13cm is NOT deep. As the disconnect between the appearance of the front and the sides/back is so great, Hammonds should have made more of an effort to avoid mis-selling. There were no pictures of the drawers in an open position, none of the detailed design documents showed the lack of match-up between front and sides. It's a huge waste of space (nearly half the depth of each drawer is not usable). If this information was made available at the point of sale or survey I would have been able to change drawers. As it is, I'm now stuck with having to make drawer sides for 4 drawers - and I'm being chased for payment. I'll end up out-of pocket for something that should have been avoided. I've been speaking to customer services for over a week now and on the day the final payment is due is when she tells me she can't compensate. Which does not seem like a coincidence. I've got to pay 10% of the total amount due - and I'll need to spend probably about that getting a work-around to make the drawers as deep as they were supposed to be. Installer was lovely, customer service unhelpful but polite. The items we have, the rest of the unit, look lovely and is neat and well-finished. Edit: Despite phone calls expressing my issues over the period from 12 Nov to 21 Nov, finally being told the person I was speaking to at Hammonds wasn’t able to resolve the issue, I wrote a formal complaint email to customer services on Thursday 21 Nov. I haven’t had any response beyond acknowledging receipt on Friday 22 Nov. I submitted this review on 27 Nov and within a matter of hours of publication, Hammonds replied to the review purporting to be interested in resolving my complaint. The disconnect between how Hammonds treat customers and how Hammonds want to look like they treat customers, is quite extreme. All I want now is to not pay the remaining amount of money. This won’t resolve the mis-selling of the drawers but will give me some funds to try to make the storage I have less pitifully small.