Snug Reviews 3,182

Ordered 2nd August and the sofa was never delivered. Still awaiting a refund, not hopeful.

Over 3 weeks ago SNUG offered me a £50 refund. Despite chasing them, it has not arrived and they keep giving silly excuses as to why it has not been processed. If a company cannot refund just £50, this must be, at least, a huge warning sign. I would be very nervous if I had paid them for a sofa and it had not been delivered.

I had bought a sofa in July and organized to get it delivered in September however the company never told me it wouldn’t get delivered due to no stock. Following that I have asked to cancel and receive a refund as I couldn’t stay in an empty flat. It has now been two months with no refund. I email every single week and still no refund. This is ridiculous and very frustrating as it is a lot of money.

Would have put zero star's but not available i ordered my sofa chair and stool with bed in July was given a date 10th September advised due to importing it would be 24th September i was on holiday at this date. I did try to change it but it was not possible so my son came to wait for the delivery. It did not arrive tried to call when I returned but not able to get through sent an email asking for a refund.I finally got through on the phone was advised that my order was in the warehouse and someone would contact me to organise a delivery. No call came i did try to call again but there was a problem with the line. Sent another email about the refund was advised that it was in process and it would be 7 to 14 days that was 9 days ago but nothing yet. All I wanted was the sofa I paid for in full with money I can't afford to lose. I don't want to start again it took me ages to find it.i need the refund so I can start again.

Still waiting 4 weeks later for my refund! I ring and email every week and every time get given another excuse. Spoke to someone from snug on Monday and they assured me that if I didn't get a refund by today they would call me to talk through next steps in getting the refund back to me. Still not heard anything and phones are switched off. COMPLETE JOKE, SO FED UP! No sofa being delivered was annoying enough, now to be chasing for a refund for a month for a sofa I paid for back in July (& didn't receive) is ridiculous!!!!!! GIVE ME MY MONEY BACK

This company is absolutely disgusting, I ordered a Sofa back in July & paid in full. When the delivery date approached I was emailed saying there would be a 10 day delay. Then upon the new delivery date nobody turned up, nor did anybody contact me by phone or email. I had to myself wait on the phone for an hour to be told once again that they couldn't deliver the product I had already paid for. They advised that due to a shortage of stock, they would cancel my order and issue a refund.
I was first told I would be refunded in 5-7 working days. Then told 10 days later that the payment was unable to be refunded. When I called up to get an update, I was then told again it would be refunded and that it would take 5-7 working days. It's now been another 12 days and guess what - no refund! All they keep providing are excuses and more excuses and cannot give me a firm date of when I will receive my refund. This is despite not receiving any sofa at any point. It is very obvious that they have no intention of issuing refunds, have asked their customer service to tell repeated lies and are hoping that customers will get fed up of chasing to the point where they give up. Taking someone's money and not providing a good or service = theft! Snug are breaking the law! Maybe they should re-brand and call themselves SLUG - slow in every aspect!

Really easy ordering process and delivery!!

The sofa is really comfortable but as other reviews say - it’s high maintenance with constantly resetting them as they slip forwards!!

Contacted customer service for advice but they just sent me an attachment with how to care for your sofa - which was totally not what I wanted!

Love the sofa. But I do wonder how long it will last and how long it will be until the cushions get misshapen due to the constant problem of them slipping forward!

Would have been 5 stars if not for the delays. I rode out the wait despite being offered cancellation and im glad I did because the sofa is AMAZING. I was offered a ‘gesture of good will’ which I didn’t receive, but to be fair I’m delighted with what I got for my money so Im not complaining, maybe that can go towards a treat for their lovely customer service people who must have had a nightmare over the last few months.

Extremely uncomfortable sofa - the depth and height are ridiculous. This is not about personal preference - it is simply a sofa designed appallingly. Trying to return them but the customer service is a nightmare. In essence, learn from my mistake and avoid this joke of a company at all costs, the sooner they're gone, the better.

Bought two sofas in the sale. Delivery was postponed by Snug and rescheduled for 3 weeks later. No delivery again. Received an apology email 2 weeks ago however have received absolutely zero contact since. I cannot get through to the helpline and Snug are not responding to my emails.

£1000 of my money gone!!!

Like everyone else, I'm in limbo having paid for my sofa months ago, with no delivery date and a series of implausible and contradictory excuses from Snug. Nor does it look likely that refunds are forthcoming. To make matters worse, Snug are now unreachable by phone; even asking SCS to patch you through to the Snug team in their head office results in an unanswered line. Abysmal, and surely illegal: how can Snug take customers' money and not provide the ordered goods?

Ordered our sofa on the 6th August, have been let down in 3 separate delivery dates.
The last delivery, I had to contact Panther myself, as had no contact from Snug. Panther were the ones who let me know there would be no delivery. Heard nothing from Snug at all, to say our delivery wouldn’t be happening.
Phone number isn’t working, emails are either completely ignored or generically replied to.
We sold our old sofa back in August, to make room, so we currently have no sofa.
This has been a real poor experience so far, and we currently have no information of a delivery happening any time soon.
Just terrible!

Same as many other people - to save you the trouble of reading down DO NOT EVER BUY FROM SNUG OR SCS THEY ARE OWNED BY AN ITALIAN COMPANY WHO DISCONTINUE LINES WITHOUT CONSIDERATION FOR ANY OUTSTANDING ORDERS.

We ordered our sofa back in May. Confirmed a delivery date of 1st July.
At 5.30 pm on the Friday before delivery we receive an email to say sorry there is a delay and it will be at least another 2 months.

We spoke to the company who said there was a supply issue and they were very sorry but there was nothing they could do.

We had already disposed of our old sofa, expecting delivery so we were left with nothing.

we reluctantly decided to wait. We had already been waiting 6 weeks by that point.
We did ask if Snug could lend us a sofa to tide us over - but apparently not.

So we waited 2 more months and lo and behold - another email days before delivery to say sorry, it’s been delayed again - by around 4 weeks.
We were given the choice to wait or cancel.

Before deciding we went shopping for sofas again and found one that works for us - at double the Snug price, and with a 10 week lead time.
Feeling we had lost all faith in snug we went for it.

When we cancelled with snug they emailed back and said ‘if we can guarantee your delivery in 2 weeks and offer some money off will you keep the order’.
We declined.

We got our money back - which is the only positive thing in this whole story.

The low down is that snug were acquired by SCS (you probably have heard of them) and then SCS were sold to a huge Italian furniture company.
It is the Italian company that has decided Snug’s range isn’t something they want to carry so they have basically discontinued it, whilst promising to fulfil existing orders. Given the disgusting delays experienced by many, many people this clearly shows the Snug stuff is right at the bottom of the priority pile for the Italian company so we are all left to wait wondering if anything will ever turn up.

If they can do that to Snug they can do that to SCS too (regardless of what their staff may tell you, or what the obligatory person who comes on to say ‘sorry but’ after each one of these reviews is published).

So I would think VERY carefully before buying anything from Snug and SCS ever again. They are not in control of their own destiny and I wouldn’t be surprised if SCS disappears from our retail parks within the next few years.

Absolutely disgusting behaviour and zero customer loyalty shown.

Shame on them !!!!

Use at your peril.

Update following the reply from Snug.

Do not try to palm this off as a result of delays at ports etc. this is a direct result of the ultimate owners of Snug deciding to discontinue the brand.
There is NO WAY you should have allowed customers to be able to purchase sofas as soon as this was known but instead of pulling back you offered a huge reduction sale - presumably trying to get rid of as much stock as possible. My guess is that too many customers purchased and left your owners with a manufacturing headache - one which it still seems they are struggling to resolve.

If this really was just delivery and customs delays there is no way the delays would have gone on for this long.

You have removed your telephone support line (it just permanently says staff are in training - when we know full well there are no staff left) the main snug email address is barely monitored and most of the people I was dealing with back in July don’t even work for Snug or SCS any longer.

In fact I think your response it pretty much a copy/paste of all the other comments you have posted on here.

Why can’t you just be honest with your customers, give them all their money back, apologise profusely, offer compensation where it is due and put this whole awful situation behind you.

Close up Snug and leave it at that

What a mess !!!

Good afternoon
I ordered a sofa June 28th paid in full on the day. Was told it would be delivered on the 4th September. Which was delayed to the 18th September. There was no delivery and no communications about any more delays. I email snug on the 19th September and got a automated email back saying someone would get back to me , which they did telling me there was a delay. But no date or why.
Still waiting for communications on when my sofa is getting delivered. The telephone number is out of service and I have send another two email with no reply. This is terrible service. Hope someone get in touch with me. Would not recommend this company to anyone.

Order and delivery were great but the sofa itself is not very comfortable and the cushions need constant resetting, they slide off the frame in minutes. Bit too much of a hassle for the comfort required in a sofa

2 years in and we have no choice but to get rid off our Snug sofa's which cost us over £2000 as they become impossible to sit on causing serious back pain. The cushions sags inwards and you can feel the frame under your thighs.

I haven’t received my order and now they’ve gone silent. I’ve emailed them twice with no response. I’d like to know when I’ll be receiving my order!

Order was made in June with free delivery promised in late August. Now late September and there have been three delayed promised delivery dates, latest being today.

I called the delivery company and they confirmed they have not received my order from Snug. Called Snug and they confirmed that they have the stock and it has been "allocated" to me. They are "investigating what the problem" with the order is and are "working hard" on this.

Whether I'll ever see my sofa or my money back I have no idea.

You will not receive your sofa, but they will take your money.

Dealing with Snug has been an absolute nightmare. They missed my original delivery date, blamed "congestion at the ports," and then fed me conflicting information for weeks with multiple subsequent missed delivery dates. Customer service? Completely useless. They’ve given me nothing but empty promises while refusing to take responsibility.

What’s worse is their excuse that this chaos is due to "port congestion" and their recent merger with SCS. Sounds more like a company using every excuse in the book to cover up their poor planning and lack of stock. I demanded a refund, and all I got was more delays and vague responses.

Snug is unreliable, unprofessional, and their merger only seems to have made things worse. Snug will probably end up in the mud, and rightfully so. Avoid this company at all costs – there are far better retailers who respect their customers and know how to run a business.

If there was an option to leave zero stars, I would. As with many others I have fallen victim to Snug’s “your order is delayed” curse. I ordered a footstool in May and yet here I am in late September without my order having been given 3 separate dates for delivery only for them to be cancelled, or at times not even notified my order wouldn’t be delivered on the day scheduled. I will be cancelling my order and can only advise people not to order from Snug as it is quite simply, more hassle than it’s worth.