The Lounge Co. Avis 1 813

Really helpful staff and great communication both in-store and over the phone—you get through to someone who can help right away. Sofa was delivered and set up within the 8 weeks and I’m very happy with it. Highly recommend!

I'm normally not one for reviews but sometimes you are compelled to write. Unfortunately this is one of those occasions and it really doesn't show The Lounge Co. in a very favourable light.

Firstly, I must say that this review is not about product quality, that is very good. The issue we have is in the absolutely appalling and, in our view, deplorable customer service to an indirect customer as we bought their products through another retailer.

We ordered a sofa, 2 armchairs and a footstool at the beginning of March. When the items were delivered in April we were saddened and frustrated to see that the wrong footstool had been sent, it was the wrong colour and wrong fabric. We obviously rejected the footstool and assumed all would be resolved quickly, how wrong could we be. After talking with the customer service team from the retailer we bought through, they understood the issue immediately and informed us that this should be simple to resolve. More fool us,  week on week went by but The Lounge Co refused to accept their error and resolve quickly. After 3 weeks of haggling, The Lounge Co finally admitted their error but instead of expediting the correct footstool they just scheduled it as standard meaning our 6 to 8 week wait would become a 15 to 17 week wait. Not only did they not care about the impact on their end customer they arrogantly closed the case blaming the retailer we bought through for not adhering to their processes and timescales which is factually incorrect. At no point did anyone at The Lounge Co think that we need to sort out our error quickly so the customer is satisfied and we can resolve the internal procedures later. Obviously, with The Lounge Co, the customer is not always right.

This is absolutely no way to treat a customer and Matt Hudson, Managing Director, you should be ashamed of your company's service levels and should you not be using all your skills and experience learned at M&S to train your staff better as they obviously have no real understanding of customer care and also be humble enough to accept your errors quickly and do everything you can to resolve to an acceptable standard? It is now 25th June (more than 16 weeks since we placed our original order) and we still have no confirmed delivery date for our footstool and no offer of any goodwill compensation for the impact on us from The Lounge Co's mistake.

The Lounge Co should be thoroughly ashamed and if they had any integrity they would contact me for a grown up discussion and explain themselves.

I couldn't be happier with my custom made chair! The stunning orange color adds a bold, elegant touch to my space, and the quality is impeccable—it’s so comfortable, I could sit in it all night.

The entire purchasing experience was smooth and effortless. I visited the store to see the craftsmanship in person and was met with incredibly helpful staff who made the decision making process easy. Ordering online was just as simple, with no hassle at all.

If you’re looking for beautiful, high-quality furniture with excellent service, I highly recommend The Lounge Co.

Really happy with the sofa (Lounge co - Melody) and the ease of the transaction. The sofa is beautiful, elegant, comfortable (and much reduced!).

Also many thanks for the prompt delivery service to Oxfordshire. The two delivery men (SAM AND BEN) were courteous, careful and very helpful. They are a credit to the firm!

Great customer service, speedy delivery and lush sofa you can sink into - not to fight over the best seats in the house!

Excellent in store service from the Angel staff, super helpful and a nice choice of couches with some customisation. Very comfortable since it arrived a few weeks ago. Only area I can think to improve is delivery. Bull in a china shop comes to mind. Otherwise good service.

The Staff at the Lounge Company could not have been more helpful, double checking measurements with us, plenty of swatch options and fully informed us of the fabric qualities and cushion fillings. I think we may have made a slight mistake in that the sofa is rather firm but I’m sure given time it will soften. Superb craftsmanship and low and behold delivered earlier than expected.

Having previously bought from Furniture Village, i found their customer service less than agreeable, so i decided to go direct to The Lounge Co. The Lounge Co were professional, courteous and an excellent experience all round. My order was processed quickly and delivered sooner than expected, with professional friendly delivery operatives.

Really happy with all aspects of the purchase of the Holly sofa set. Soft leather finish very good quality. Staff very knowledgeable and helpful.

Excellent service throughout

Stunning sofa. Great workmanship and ordering/delivery process. Arrived well ahead of stipulated 8-10 weeks

Amazing sofa, friendly delivery men and delivered in the timeline given. Would highly recommend these sofas and the company!

Thank you so much to Helen and Paulina from the Upper Street store for helping my boyfriend and I find the perfect sofa for our first home. They were both extremely knowledge, patient and very friendly during our visit to the store. We are really grateful for their help as it was a big decision for us to make! We weren’t rushed at all and they took lots of time to talk us through all the options. They provided a fantastic in-store shopping experience and we look forward to receiving our sofa in the coming weeks! Highly recommend!

We ordered a beautiful loveseat in a burnt gold velvet but when it was delivered it was just sadly too big for our house. The Lounge Co arranged collection swiftly (for a small fee compared to the price of the seat) and refunded my deposit without any quibbling whatsoever. Great quality and great customer service.

A great show room in Islington offering interest free credit and practical discounts/ incentives.
Free delivery and British made by a reputable manufacturer.
Loads of colour and style options and good quality.
The UK on a good day … what’s not to like ?
Really pleased with the sofa which was delivered a week earlier than expected. Lovely colour, very comfortable and wonderful quality.

Chair is very good thanks and we got it on the sale so that made it even better.
good comms re delivery/

Really easy to order & quick delivery
Quality of the fabric is good and colour is as hoped (samples easy to request prior to purchase)
Comfortable & good looking
This order was a footstool to match a previous order of three sofas.
Unfortunately the furniture loses a star as the sofas we ordered previously smell of onions / garlic (which is apparently due to fire retardant in fabric) Have been advised by email that this will disperse over time. No smell from new foot stool so I’m hoping this won’t happen as time goes on . Smell of older furniture gets worse in the heat, so we will see.
Legs are slightly different on the new footstool, from our older matching furniture (we chose the dark oak stain - the new legs have less wood ‘grain’ and are more solid brown)
I’ve swapped the new front legs with some back legs from existing furniture so it all matches.
(Back legs are against a wall)
Over all happy but be aware of smell

The Islington store & Paulette & the guy that works in there…
All so very helpful & gave us so much time.