Hugo & Sons Avis 236

Had ours for 3.5 years, it's just been scrapped. Awful customer service when we recieved it, didn't come with instructions, a lot of the bed wasn't as described or pictured, the first base broke after a month and when we took the mattress off we saw the mesh hadn't been soldered to the frame. They begrudgingly, after I left a negative review and threatened them with further action, sent a replacement base. They refused to take the existing faulty one with them so I had to pay for it to be removed. The bed hasn't stopped creaking. We've had to tighten the screws weekly up until a few months ago where the frame itself snapped! The wooden slats were the thinnest, cheapest bits of scrap wood you could imagine and it's a miracle it's lasted this long. All in all, had 3 years of use where it wasn't unusable and even then it was flimsy and poor quality. They're currently undergoing rebranding after filing for bankruptcy and liquidating. DO NOT RISK IT. They have also opened up under a new name "Amareliving". Please be cautious, it's not worth it. They may offer warranties and guarantees but you cannot claim on them if they liquidate, like they did to me.

Honestly, when we first received the bed it was beautiful but we had to get so many bed frames sent to us because they kept bending!! When I left a bad review I was asked if I could take it down and I’d have a £50 refund so I done that, but I just can’t not leave another bad review, it’s been nothing but problems, and now the frame parts have bent and we can’t even use the bed now, we paid so much money for it and it’s the worst quality in the world, I’ve been to ikea and had much better beds than this I can’t get over it

My original review was removed!!!

I ordered the bed. When it came I saw Daniel drag the bed parts on the floor as he carried it out to my door because it was heavy. He came alone. When I stated to him and had shown him the damage he suggested still taking the bed and he will get the manager to send a new one but when I asked to call Hugo and Sons he said he didnt have their number and he would get the manager to do it. This seemed weird so I refused to take it. He left and I reordered another one and contacted Hugo.... they called me to check why I ordered 2 beds and then I explained and they said they would get the new one out. I had then after a week and a half I was asked when to deliver the new one which seemed very quick. So I asked if it was the new one and they stated it was. When it arrived it was the same bed again with all the bed studs grazed on both head and foot of boards and the side board corner. The 2 delivery guys had also seen this and called their manager right away. When I stated it was Daniel who came b4 and he was alone they was all very confused. The manager was in New Zealand and said he would get on it and apologised. It turnt out Daniel the first courier stated my partner dropped the bed. So I asked if my partner dropped the bed why would he take it back in his van? Why is there scratches if he dropped it?
Now the company are stating the 2nd bed is new freshly made. They said they would look into it and then took Daniel side repeating in the chat that my partner dropped it. MY PARTNER NEVER TOUCHED THE BED. THEY HAD TO CARRY THE BED TO THE SECOND FLOOR. Y WOULD MY PARTNER HELP 2 MEN DELIVER A BED? THEY REDELIVERED THE ORIGINAL BED THE DRIVER DRAGGED ON THE FLOOR BEFORE DELIVERY TO MY DOOR.

Paid in full for ottoman bed - Still not been delivered after nearly 5 weeks. Unable to contact and appear to have shut down and re opened under another name

We have paid for our goods in full and unless we here from you by Monday we will be contacting our bank to arrange that money we have paid you is refunded to us , hopefully we don't have to do this or take legal action , would appreciate a reply from yourselves immediately as all other messages have been ignored ,John Eddison

Love my headband. Quite heavy and really well made. Lovely colour and fabric. Arrived when they said it would. I would definitely recommend Hugo & Sons

Ordered a bed last year for my daughter and everything was amazing from the quality, delivery and customer service.
However recently i tryed to order a bed for myself payed the deposit and then tryed to get into contact with them to pay the rest but no response!
No phone number, live chat not working, and emails and messages you write on social media are ignored! So I done some research on the .gov website and found they've missed thier accounts deadline and have now filed to be dissolved! Yet thier website is still live and thier still taking orders and people's money!! Avoid at all costs!!! Used to be a great reliable company but unfortunately has now gone bust! I got striaght onto the bank and disputed my payment..waiting for a refund!
Do not order from this company and if you have I suggest you request a refund through your bank immediately!

I ordered from this company in 2021 and had no issue with my order. However having ordered from them again other than confirmation of my order they have ignored emails and i’ve had no contact about my delivery.

From reading other reviews it seems that orders aren’t being dispatched which is such a shame as the customer service i received in 2021 was great. Sad to see a company run into the ground

I purchased 2 double beds with mattresses from this company in late 2020, initially we had no issues, although there were/are some noticeable flaws, esp. with regards to the ottoman closing frame appearing slightly flimsy and some hole positionings were a bit off when building the beds. I didn’t particularly find that they are of an exceptional quality or craftsmanship but they looked nice in our children’s rooms.

2 years later, I emailed to ask them for the supplier name of a part I needed to replace, however, rather than simply give me the name, we went back and forth over email for approx 3 months (March to May 2023) about who I could contact for the replacement part (which I fully advised I was happy to pay for), I received some nonsense response about the bed being out of warranty and they couldn’t provide a free part when I hadn’t at all mentioned I would be expecting a part for free (in fact my initial enquiry stated I would be buying the replacement part) I also wasn’t enthralled with the way I had been spoken to over email as I was advised that I wasn’t a priority, as they were prioritising current customers and orders, so even if they could arrange for the replacement part to be sent to me (again no supplier name) there’s no guarantee or date as to when I would be in receipt of anything. The lack of a direct telephone number to talk to an actual human left me completely and utterly exasperated and in the end I told them to forget about giving me the name of the supplier/ordering the part esp as there was no guarantee as to when I would receive this spare part I would be paying for, if at all!

Piece of advice, if you are someone who would like some support with issues ie. after sales care, just to manage your expectations, it doesn’t exist with this company. The bed in question is currently still broken as I am painstakingly looking for and trying to source a replacement part!

After reading some of the earlier reviews, It appears the 2 year mark is the magic number, I had in the email exchange, with this company, wrongly assumed my 6 year old son who is very slim and lightweight had somehow caused damage to the gas pistons/bracket by being a bit ‘jumpy’ on his bed, when it appears this is more than likely a design fault/issue with the bed itself!

I ordered and paid for a headboard on 6th july 2023 and have had no contact whatsoever from this company apart from confirmation of my order. I have emailed numerous times and also used the live chat on their website and still have had NO reply. Im beginning to believe i have been scammed

We ordered a bed from Hugo and Sons due to the beds being described as 'luxury' and '100% quality guaranteed'. The bed arrived and the first impressions were that it was a lovely bed and we were happy. However like so many other reviews have stated faults started to appear with the bed making creaking sounds. We contacted Hugo and Sons many times for support on how to fix this problem. They asked us to send a video of the issue which we did and they never responded. I sent email after email. Only when I threatened with an online review did I get a response (as others have also pointed out on here). There is no phone number to call and everything is done by email. There is no personal signature on the email either so you do not even know who you are communicating with. In all my life I have never received such rude emails from a business in a similar manner to other reviews on here. A luxury bed should last more than one year without showing problems. I would avoid this company at all costs.

I ordered a superking headboard on the 20th April and i have not received it yet !
I have emailed the company twice and have not had a response. There is no telephone number to call them
I think they are scammers.
I will contact Trading Standards or BBC watchdog if i don't get a refund or my order.

I purchased a headboard from Hugo and sons in April it arrived in May after unpacking it I noticed one of the legs you attach to the headboard was damaged it had a split in it I contacted Hugo and sons to inform them and asked for a new to be sent. no response from them till the beginning of June they asked for a photo which I did straight away I’m still waiting for a response from them now and unable to use my headboard the customer service is terrible. Unable to speak to anybody because there is no phone number !!

I made an order 7 days ago and have emailed 4x and attempted the live chat 3x with no response, I've had no response other than an automated email and am concerned now that there's going to be major issues with communication with this company moving forward.

Whilst awaiting my order, I amended the size of the headboard.
I emailed this through on a Saturday and received a response on Sunday, with a follow up on Monday.

I paid for samples of fabric over a month ago and never received them. I contacted via email numerous times and guess what zero response. I tried through your comms system and nothing. I’m so thankful I never bought the bed before ordering the sample. I would never use or trust this company. Although their Instagram account looks great something don’t sit right with the amount of followers you have against the amount of actual likes you have per post. Your 5 star reviews are all questionable as far as I’m concerned and you only respond on here when there’s a bad review… I wonder why?
5th may 2024
So I am now adding to this review as I have received a response following my negative review. It was not about the £4.99 it was about the principle of the matter. However, your response is not even apologetic it is threatening to take a customer to a small claims court. My bank tried communicating with you and had no luck too. I will be issued a refund soon. Thanks again and good luck.

We received our third bed from Hugo & Sons and can now say all the beds in our home are supplied by this company! We are highly satisfied and would recommend Hugo & Sons to all- it is money worth spending. Quality is impeccable and the beds arrived just as expected. Quick and reliable service. Workers are very helpful and it is very easy to place an order. Massive thank you to Hugo and Sons!!

Hugo & Sons delivered the most beautiful beds for me and my family! They were very efficient with the delivery and also accommodated to a date which suited us as our moving date was delayed but they worked really well with us. The delivery service was amazing, the two guys were so helpful. The beds came as per advertised and look lovely in our home. I would defo recommend!

Really great product and quality item. I ordered a bedding box/ottoman box for the end of my bed. It’s very heavy and well made. The whole process took 6 weeks from order to delivery which is very good. I dropped one star as I reached out via email and didn’t get a reply until after delivery. As it happens my order was fine but not sure why it took so long to email me back? I would recommend this company.

Bought my sons single beds back in 2020 and they still look new, very happy with this purchase, so am about to purchase myself a new bed.