Lenleys Reviews 20

We spent ages selecting a settee we liked and found comfortable. When it arrived it had an ink stain on it, which they removed a week later also the corner section did not sit on the floor. This was lowered later. The main issue is all five cushions are different firmness and none are comfortable. Lenleys sent people who just keep stating it's not faulty, and we have to ware it in. We are now stuck with a £5k settee we find very uncomfortable and do not want

We ordered our new flooring (Amtico) through Lenleys. Service from the point of contact (Mike) through to fitting of our floor has been excellent !
Danny, the flooring fitter, worked diligently and with such a great eye for detail our new floor looks amazing !

Bad experience after waiting 6 months for a sofa to be delivered from China. Arrived very badly made and Lenleys refused to refund us. Was told by customer services that following an “independent” inspection we would still have the right to return for a refund. This was not the case as the so called “independent” assessor clearly operates in Lenleys interests only. I would avoid purchasing from this store and I will certainly never shop there again.

Really good experience ordering from Lenleys, first time shopping with them, ordered two beautiful scatter box cushions ( Navy blue velvet) in the sale, fabulous price, the cushions are perfect quality as I had hoped, exceeded expectations, good customer service and communication, well packaged parcel. Arrived super quickly and on the day the email confirmation said. Would highly recommend and will definitely be shopping again with Lenleys. Thank you so much 😊

We visited the Canterbury store in October 2023 in search of a new 3 piece suite, and the sales person showed us an Alstons Memphis sofa .. as Alstons are marketed as a leading brand, we assumed quality would be good and we liked the design, we placed an order for a sofa and two armchairs. The items were delivered in January 2024 and within a few weeks, it became clear Alstons was not the quality expected, seats cushions lost shape, arm rests became dented due to resting an arm, back cushions on sofa required constant fluffing to retain shape, and it was uncomfortable to site on, causing back ache - it looked like we had the 3 piece suite years instead of months. We approached Lenleys who basically did not want to know, as it was outside 30 days they would not take the items back, we were accused of not regularly maintaining the furniture, which is insulting and ultimately we have been left with a 3 piece suite that after 10 months is so shabby and uncomfortable to sit on, that we have donated it to charity and been forced to purchase a new 3 piece suite (not Alstons ever again and definitely never again spending money at Lenleys) - we are very angry about how Lenleys treated us and I suggest anyone spending money with them, considers the aftercare before parting with any money - buyer beware :-(((

Brilliant service whilst we purchased 2 sofas
I had a query 2 months after delivery - the shop and customer service came out immediately and went above and beyond to check we were happy. Would highly recommend

What a lovely place to shop. The sales person was kind, knowledgeable and friendly and they had exactly the sofa I was looking for. It was a lovely shopping environment and they process was very smooth from placing my order to delivery. The delivery guys were efficient and polite. I will definitely be going back and recommending to my friends and family.

Disappointed

We purchased recliner sofas and chair (spending +£6k) which were delivered following a five month delivery wait. That was fine we expected this and were happy to wait for what we thought would be the perfect furniture for our new home. After a month or so the sofa we used the most become uneven at the headrest and the fabric crumpled making it look unsightly. We then had a visit from the furniture inspector sent by Lenleys and he "fixed" the mechanisms and said we had to expect this with recliners. Not happy with this we then asked for a second inspection to which they sent a third party....who also said this happens and we have to "dress" the sofa....you may ask what this means...yes it means you have to smooth it out everytime you sit on it! That was not the end of our problems. It seems we should expect the recliner headrests to not align and look like steps with all three at different resting points. I have asked for replacements and have been told to employ my own furniture inspector to gain yet another opinion. I have, and will take this to the ombudsman and further legal action if I have to as I cannot believe there is such a thing as "expect to have unaligned headrests". Which by the way look ghastly ! (unfortunately I am not allowed a picture to show just how bad it looks)
I really expected much better from Lenleys, not just the furniture but even the follow up service is poor with communication lacking and all the chasing done by me ....the customer that paid !
Needless to say I will not be recommending or purchasing anything ever again from Lenleys.

Absolutely over the moon with our sofa delivery was spot on and the delivery guys were magnificent
10 out of 10

I ordered an Olly sofa and the turn around time was only a couple of weeks.

They phoned to organise the delivery and it was all very efficient. The delivery team were amazing and really cared about not damaging the product or my flat (not the easiest place to deliver to).

The sofa feels and looks great and I am very happy with it.

Would highly recommend!

I purchased an expensive white glass dining table and chairs and unfortunately a guest spilt some wine which lifted the white surface
and after a assessment in my home they made me pay for this. Very disgusted with their service and £50 delivery charge is extortionate! When they finally go bust perhaps they’ll have a meeting and realise why.

We are very unhappy with the customer service that we have had regarding a £4000 Duresta sofa from Lenleys. The sofa was supplied with rear cushion interiors that leaked feather like a sieve, they were everywhere, plus they quashed down with the slightest pressure. Lenleys sent out a FIRA inspector to look at the sofa. He found that the material that the cushion interiors had been made from was totally inappropriate in that it was not featherproof. The interiors of the cushions, outside of the interiors but inside the covers were full of loose feather. It was a real mess. Lenleys then ordered (pretty much of their own volition - we said we just wanted one to try) a set of fibre interiors. These arrived, but two were the incorrect shape!! We then had a discussion about trying two of the display interiors (made about 2 years before and what we looked at when we ordered the sofa). This didn't seem to be an option. What amazed us was that U*****, the customer services person, virtually accused me of lying when I said that we had looked at the interiors of the sofa prior to purchasing it - she said we wouldn't have done this and kept repeating it! I found this extraordinary and how she keeps her job if she speaks to people in this way is amazing! We are now in the position of having to privately source interiors and armcovers (we were told these would be fitted armcover, they ended up being bits of cloth which rested on the arms) and possibly sue Lenleys for the cost and compensation for the hassle. New cushion interiors are about £600, armcovers £200. Of course, Duresta are partly to blame, for not supply a product of merchantable quality and rejection may yet be an option. We feel terribly let down by Lenleys and would advise anyone considering a purchase to maybe go elsewhere.

Last year we purchased 2 identical leather sofas. One was perfect, the other was bad in all areas, seams did not line up, the leather was stretched and grossly out of shape, but after several visits, we were offered a replacement, which we accepted, At this time the Lenleys team were very helpful and supportive. The replacement sofa arrived several weeks ago, and on first receipt, did not look too bad. However , after just a few weeks both seats were showing signs of so called puddling, stretching and creasing in any other language. Lenleys promptly sent out for an independant assessment on the sofa.the assessor and myself went all through how the sofa had been used in the first 3 weeks with us, he mentioned and tried to show me how to dress the cushions, i.e spread the creases out, it did not work on this sofa as there was obviously too much leather material. But he duly sent in his report, the outcome being that the creasing etc was to be expected, plus several other comments in his report were not what he had actually said to me. We contacted Lenleys again, but they have just ignored our emails. Sadly as we have 2 identical sofas its very easy to compare, and they are like chalk and cheese. I think that Lenleys assume that 2 sofas from the same source could not be badly made, how wrong they are, the replacement sofa is in a much poorer state than the original faulty one. We have had leather sofas for the past 20 years, but decided that spending out a lot more and using a company like Lenleys would give us a lasting and enduring quality . Forget it, you may as well spend half the price at one of the big business park furniture shops, at least you expect the stretching and puddling after a few years, not a few weeks. Well now nearly 6 months have passed by, and I must admit I have got to eat my words. The original problem has almost disappeared, which I cannot quite figure out the reason why, but the stretching seems to have improved with use. I will be contacting Lenleys to apologise for jumping the gun and criticising them.

Ironically, I came on here to leave a review of the very poor experience I have had with Lenleys and their Customer Service (??) person and the previous review is almost a carbon copy of my experience. When I received delivery of my order, the quality was appalling and that is when the problems began. The manner in which I was spoken too beggars belief, it was as though I had caused the problem and in effect how dare I suggest that they could supply poor quality goods. I would suggest that if you are thinking of purchasing from them you think twice just in case there are any quality problems. There is a lot more I could say that went on with this situation, but suffice to repeat, be careful and think twice. My problem was resolved, but not before much unnecessary grief.

Poor customer services because their reactions seemed to be if there is anything wrong with the goods it's the customer's fault or wear and tear.
6 months ago, we bought a not cheap 3-piece sofa suite.
The furniture has already become very unsightly. Because of the stretching of the material there are a lot of creases and folds.
After putting in a complaint an engineer was send out and we were told, there is nothing that can be done about it. The only thing that we can do to make it look better is to “dress” the seating aera. He also said that this is quite common in this type of fabric. If this is the case, why wasn’t we made aware of this at the time of purchase?
We find it very unreasonable to expect us to sort out the fabric every time we get up to make it look good again.
We don’t think it is expectable after just a few months of use (there is only two people living in the house) that the material is stretching so much, it looks if the furniture is many years old.
We have spent a considerable amount of money with Lenley’s over the past few years. Needless to say, we will be looking for an alternative furniture store in the future.

Bought our corner suite from Lenleys Canterbury a couple of years ago now, we still get compliments on our sofa today regarding how comfortable it is and how lovely it looks. It can be worth investing in more local companies.

Absolutely shocking, worst I have experienced in a store in a long long time. I have been a faithful customer of Lenley’s for almost 20 years but I will not step foot inside the store again. I asked if I could buy an item that was on the shop floor and put it in my car to take home and was told no because it’s a floor item and not for sale. Apparently they would rather I didn’t purchase something and maybe sell to others than sell me what I wanted and just get another in to the store. I was very surprised because I have bought items previously and put them in my car... when I mentioned this the salesman who is clearly not at all busy with the two other customers that were in the entire store whilst I was there, was incredibly rude and said “I’m sure you have” in a very condescending manner. I just didn’t understand the short sighted attitude and they have now lost my business forever; which is a shame for them as I am about to buy a lot of new furniture including sofas and beds and redo the kitchen! All that commission lost to Fenwick and John Lewis.

Service as it should be!!

I bought a sofa from Lenleys - reported an issue a few months after buying it - manufacturer sent a guy out who told me one thing and the manufacturer another - he said there was nothing wrong. Lenleys refused to accept their report, sent their own guy out, and even though the manufacturer wasn't at all happy to provide a replacement set of covers, they worked tirelessly to get the matter resolved.

I would thoroughly recommend Lenleys - the service is second to none!

Thanks to this service, I spent a further £960 in their store.

I purchased the Loft corner sofa in the January sale. I initially started looking in late October and the salesperson was good enough to show me the sale pricing for January even then.

All the way through I felt like I was dealing with a family run business with excellent customer service. It does seem like everything they do is paper based (I even got a paper handwritten carbon copy of my order) but that seemed to work well (they did have to call me back when I was following up on my order as if someone was hunting for paperwork!!).
Having said that, delivery was exactly when promised, delivered on a Saturday by two nice delivery men who called me when they were on their way.

Can't fault Lenleys at all, have already recommended to friends and family who have purchased and will definitely be back in the future.