Natalie Gayle

ASOS have lost another loyal customer! I have no idea what has happened to this company but they are so awful now. I have been a customer for years - asos used to be the absolute best! Reliable, quick deliveries, helpful customer service. Now? Absolutely not. The customer service is SHOCKING now. Robotic, unhelpful, you just go round in circles. They think it is acceptable to have you on the chat service for 2 hours - absurd. I asked to make a formal complaint which they legally have to acknowledge and they disconnected the chat. This last order (which never arrived nor even left the warehouse but still hasn’t been refunded) was the final straw. I will be contacting my credit card provider - getting my money back and NEVER SHOPPING WITH ASOS AGAIN. AWFUL company.

Where do I even begin to start with my level of disappointment with this company. I purchased a supposed "premium" large sofa and love seat from them 18 months ago for almost £7000 and it has been nothing but disappointment from start to finish. Awful quality, cheaply made, poor customer service. Firstly the sofa arrived with two elastics already broken for the roll cushions. Great start. The scatter cushion interiors were so cheaply made the feathers were shedding all over my living room within a few days because the interiors had visible holes. They did replace these but this is unfortunately where the help ended.

We recently discovered the sofas are all completely the wrong measurements (not 1 or 2 cm's wrong - every single measurement was between 6-11cm out including really important elements of the sofa like the height). I literally could not believe it. A sick joke. They said they couldn't investigate because it wasn't brought to their attention within the first 6 months - so essentially - it's my fault. Just what you want to hear after spending thousands on a sofa. I rightfully said this should have never left the warehouse - I was told I should have measured it on arrival. Who whips out a tape measure please when they buy something? The audacity. I had literally just moved house, had a baby, was in and out of hospital and quite frankly very poorly - funnily enough spotting errors wasn't top of my priority list. Why would I think too (and why should I?) whip out a tape measure when I've just spent nearly £7000 on a "premium sofa"? Heaven forbid I just thought the manufacturers would just do their job and make the sofa I have paid for to the specifications stated - and check it before it leaves the warehouse! At the very least I asked them to replace the feet of the sofa (which were 4cm less then they were supposed to be) and I was told this was "impossible" to do. A sofa manufacturer would find it "impossible" to make 8 wooden feet for a sofa??? A sofa they still manufacture? At the correct height they are meant to be? Is that a joke? It's funny that after a few phone calls I found someone myself who is able to do it - of course at cost to me. Basically they just don't want to pay for it. To make matters worse a manager then phoned me to say the measurements on the website and the brochure I received with the sofa are actually wrong and my sofa was in fact the correct size - simply to cover their backs. Yet the measurements still remain supposedly "wrong" on the website to this day. Funny that. If they are wrong - why not update the website? Please make it make sense.

Additionally, within less than a year - the sofa began to significantly sag. Visible dips in the sofa to the point that we no longer wish to sit on them - they literally give us serious back pain. I was told again this was normal for sofas to soften over time. A year? I am supposed to accept a premium sofa becoming unbearable uncomfortable and giving us back pain is normal within one year? Again I asked for replacement interiors of a higher standard and I was informed they only provide one type of interior - again another lie as the warranty rep who came out to view them said that is not the case and a firmer option could of been provided but again they chose not to offer this. The solution they came up with as a "good will gesture"? Dacron wrap. A thin piece of material wrapped around each sofa cushion. Did it help? Of course not. So now once again I am finding somebody myself independently at cost to me to replace these.

The endless back and forth with customer service was just painful and exhausting. I did not even once receive an apology for the fact my sofa was completely the wrong measurements and unbearably uncomfortable. The solutions would have cost them such a minimal amount - that's what infuriates me more than anything. I wasn't demanding replacement sofas (which quite frankly I should have been because of the drastically incorrect measurements. They should have been shocked and embarrassed regardless of it being over 6 months and WANT to rectify the situation and certainly investigate to ensure it doesn't happen again). I simply wanted small solutions to make the best of a bad situation and they just did not care.

I went to Darlings of Chelsea under the impression they were premium sofas and built to last. We intended to have these sofas for many years to come. The reality - very different. So so disappointed. My previous sofa cost me £1500 and lasted perfectly for 8 years. DO NOT WASTE YOUR HARD EARNED MONEY HERE. Find your next sofa elsewhere. YOU HAVE BEEN WARNED!

EDIT AFTER THEIR RESPONSE: The customer service manager absolutely did not get in contact to try and "resolve my issue". Don't be fooled. SHOP ELSEWHERE TRUST ME!

Had a lovely appointment at Window to the womb Ealing! Lovely receptionist who was chatty and friendly gave us a warm welcome! And the Sonographer was also really friendly, personable and professional. All round excellent experience! Would highly recommend!

My travel consultant Shyama at the Holiday Place always goes above and beyond for me when I am booking my trips! I now come to Shyama without looking elsewhere as I know she will always make sure I get the best available deal.