Hopewells Reviews 13

Lack of product knowledge by sales staff sofa 1 year old looks 10 years old 1 very bad puddling and creasing of leather

I purchased a Wiemann king size bed from the Glasgow range from Hopewells and within 3 months the headboard had collapsed. The bed is made of chipboard which is impossible to move once in situ making cleaning very very difficult. The headboard is a faux leather and for the price I paid, I did not expect something to look and feel as cheap as it does. This was not displayed in the showroom so only had brochure photographs to go by.
I was told by the repair man that the bed was of poor design and by fitting longer screws into the headboard and unit, which he did, he could not guarantee that the headboard would not collapse again.
This bed is absolutely not worth the money and if it had been cheaper I would have got rid of it by now and if I do get rid of it in the future, someone will have to come in and dismantle it because of the weight. Hopewells rudely insinuated I had dragged the bed which had caused the headboard to collapse which I certainly had not done, and found this comment rather insulting and unprofessional. Also gave me tips on how to clean behind the bed without moving it using the hose on a cleaner! He didn't give advice on how to clean the paintwork I can't reach and what to do when I need to decorate!
I had no communication with Wiemann other than a copy of an email to Hopewells asking if the headboard repair had been resolved. Far from it!
I don't like leaving negative feedback but in this case I was disappointed with what I thought was a reputable firm like Hopewells selling me what I think is a substandard bed, for an excessive price!
When the headboard collapsed I asked for a refund, which was refused. I would be grateful if Hopewells become familiar with their products so they can advise. If I was told that once in situ I would not be able to move it I would certainly not have proceeded!
I think Hopewells need to reflect on these comments. I am so very disappointed!

I went to the store and queried a item I was thinking of buying . A man in a suit and dickie bow snapped at myself and the assistant - very ignorant man. Believe this was the owner . It’s out dated, assistants seemed scared of this individual. Not great impression or customer service .

We purchased a dining table and bench set from Hopewells of Nottingham which cost £2300 and after 2 and a half years the leather look fabric failed leaving an awful scab like appearance. I went back to the shop and they said only 1 year warranty, they initially said they would pay half to have it recovered but when I received quotes for around £1200 they backed down and gave me £300 which is pitiful, we are now left with an unserviceable product and another £900 to pay. I always believed Hopewells to be a cut above the rest but to be honest I will spend my money elsewhere next time.

I agreed the purchase of an end of line bed frame directly with the owner, Mr Hopewell. I was told the frame was brand new and fully boxed in the warehouse - it should therefore have been in perfect condition. I bought it on this understanding in good faith. Mr Hopewell knew it was going all the way to Cumbria and as this was way outside the normal delivery area I agreed as part of the deal that I would collect it. I therefore spent £97 on hiring a van and at least a similar amount on fuel - not cheap. When I arrived to collect it, however, I found the item was damaged in a number of places - the wood was damaged in two prominent and noticeable places, the joins on the headboard were coming apart and one of the side rails was bowed. Not the condition that I believed in good faith I had purchased. I spoke to one of the people in the store, who contacted Mr Hopewell - he refused to take anything off the price for the unexpected and significant damage, despite the costs and distance I had gone to to collect. It's a shame that he did not show the same good faith that I had. I had no choice but to leave the item and get a refund.

Just bought 2stressless sofas. Very good price, quality and service Delivery guys very professional and helpful.Ensured I was happy with the product before leaving.
1st time using this company but would definitely use again.

We bought a sofa from hopewells several years ago and were miss-sold the insurance. Would never buy anything from the store again.

We purchased a bed from Hopewells a while back, the quality of the bed is excellent and the price match guarantee was met quickly and without fuss by the helpful customer service team. They were flexible with holding our product till a suitable delivery time for us and installation and building was quick and professional

In December took delivery of a Gwinner display Unit and a rug and up to that point had been dealt with professionally with very polite and helpful staff. We paid extra for the display unit to be fitted professionally by their fitters.

On unpacking the unit the fitters informed us that one element of the unit had been damaged and would be replaced asap. They took photos and said they would make a full report and request for replacement on their report to the shop. It took them quite a long time to assemble and then had issues with making the lighting unit work. In the end I had to provide a new battery for the remote and even then it seemed to be reluctant to light up on operating the remote.

Christmas came and went as did the functioning of the lights which deteriorated until they stopped working altogether. We expected contact immediately after the Christmas holiday and contacted Hopewells early January with follow up calls to the member of staff who sold us the unit to be informed that the report had not been lodged and the fitter had left their employment.

Several phone calls by my partner eventually evoked a response of a visit when the damaged part of the unit was taken away for repair – lights still not working!

This unit was not sold as damaged or malfunctioning and we expected a quality response from Hopewells to rectify the matter.

More phone calls ensued on both the damaged part and the non functioning lights. We were eventually told on another phone call of complaint that the French Polisher/furniture restorer was unhappy on repairing and was in the process of making a new part for the unit.

More phone calls and eventually the replacement piece was delivered and fitted on the week before lockdown. The fitter had a new remote control and transformer – he left without having fixed the lighting system and seemed at a complete loss of what he was doing.

More research and our suggestio on getting electrical engineer to sort out the lighting issue ensued without response and continual excuses that they were sourcing complete lighting replacement from Gwinner.

Despite always being dealt with couteously the issue of the non working lighting system continued so at this point contacted one of the directors - Mr Alan Ball who again was sympathetic and said he would investigate and sort out the issues.

At this point the shop shut (due to lockdown) and communications ceased. In May we were informed that Hopewells were trading and responding to emails but not to us on our issues! Accordingly I again contacted Mr Ball who to be fair responded immediately with "I am away from my desk at the moment. I will respond fully tomorrow".

Tomorrow came and went so yet another email which elicited a response two days later "Thank you for your email. As I am sure that you are aware, we have a very small team in work at present and it is very difficult to be as responsive as we would be in normal circumstances. I will respond in full just as soon as it is possible.Please accept my apologies in the meantime and thank you for your patience".

We have spent over £4200 at Hopewells and still await the service, backup and after sales service such a purchase merits. We used Hopewells based on their reputation of quality products and service – neither of which I feel we have experienced or received!

I feel that we have been ignored due to lockdown and almost feel that Hopewells perhaps had hoped the issue would disappear?!

It is now middle of June and I feel moved to write this review after the latest correspondence from Mr Ball!

At the very least I feel we are entitled to some form of compensation as well as an apology for the inconvenience, the fact that the display unit was for months incomplete (and looked odd), plus non-functioning of the lighting unit. We paid extra money for unit being fitted!

I am not happy writing such a scathing negative review but feel I have no option.

Fred Webb

Love our new sofa. Took longer than expected to arrived but we dealt with it

Ordered a delivery paying £5.99 for ‘next day’ nothing arrived, can’t get on web site, not answering phones, no contact from them, taken my money though ??

I've shopped at Hopewells for well over 30 years.....and I've still got and enjoy the furniture I first bought there. It's always a treat visiting Hopewells, you're greeted with a smile and truly helpful advice is offered to help select items to suit your home. I can't recommend them highly enough. They have long serving team members who really know their stuff and are very happy to advise. I know i'm getting quality and its definitely been money well spent.

I bought an armchair. They warned me that it might be too wide to fit through the door, and did a trial run the very same day.

Sadly it didn't fit, but Hopewell's refunded me very quickly.