T.R Hayes Avis 

What can I say, I’m a little lost for words and can only state of the long and seemingly painful journey we have had after placing an order with T.R. Hayes for Ercol sofa and chair on the 31st Jan 2025. I won’t go into all the correspondence dates we have had e.g. receipts, visits from Emmiera Group technicians who confirmed inadequate filling and not fit for purpose. This was sanctioned by Ercol …. who later changed their minds for initial reparation for whatever reason (not explained to us). Then numerous delivery dates for replacement filler cushions. I have all the paperwork, e-mails and dates, too many to list. We eventually received in Jan 26 replacement, only to discover the cushions were exactly the same weight so no improvement.
We cannot continue with this negativity shown by T.R. Hayes and Ercol (it’s soul destroying after paying, what we consider a good price.
I would like to think this review will buck both companies ideas up and deal with problems correctly and in a reasonable time frame.

I bought two sofas last May, The foam in these sofas are sagging. Ive been told by the company .There is no manufacturing fault, So they are not going to replace foam. I went to T R Hayes for quality. I cant say Ive experience this.They have not been helpful at all, all I know is the foam is definately not the same foam I sat on when I was in the shop ,as it was alot firmer.I certainly wont be recommending them or buying anything else from T R Hayes.Also they are not affiliated to any furniture ombusman.

Simon and Catherine

Extremely efficient with their recent assistance with our order.
A firm you can rely on.

A BIG thank you to Steve today who assisted me with a query on the telephone. It's people like him who make all the difference in Customer Service.
Thank you for all your help Steve :)

Great experience from start to finish , Steve bean help me with the choosing of my two sofas and was extremely patient with me , helped with suggestions in style and colour and did not rush me to buy .
Paul and dom the delivery drivers were very pleasant and helpful ,removing my old sofas out to the garden, extremely helpful service throughout the whole process,
Will not hesitate to return for more furniture when needed , thank you .

Great experience by attentive staff in the store (Dairen). Delivery was arranged at a convenient time on moving-in day and Frank & Dom could not have been more courteous and helpful.
Excellent service on very nice products.

Excellent staff (Mark in particular)
No pressure
VERY Patient!
Welcoming
Informative
A professional service
A very pleasurable and exciting trip to T R Hayes

We had our long-awaited Moonrise Electric Reclining Chair delivered today and wish to thank the delivery men Frank & Tony for their excellent service.
We went through the usual worries about getting it through the door but they put all our fears to rest with their professionalism, skill and courteous manner, Absolutely loving the new chair.

My new sofabed arrived promptly, many thanks, excellent service as always from T R Hayes. Thank you to the delivery team and to the staff at Hayes who were most helpful in my purchase.

We bought beautiful leather Aura Stressless chairs in 2018 from TR Hayes and received excellent customer service throughout the sale. Unfortunately, this particular model suffers from a squeaking rocker mechanism that has needed replacing several times. TR Hayes has been brilliant in getting repairs done under warranty, most recently by their expert fitter, Sam. Thank you to a 5-star company.

Firstly, our order arrived two months earlier than expected, which was a delight.
Our new sofa was delivered and installed by Frank and Paul. They also removed our old sofa, which was not easy (but they made it so). They were most polite and accommodating, by going the extra mile to move other furniture around to facilitate the new installation, and also made sure that we were entirely happy with the positioning of the new sofa. Top marks for two extremely competent operatives. Many thanks!

Excellent customer service at all stages. The delivery drivers Paul and Frank were great and removed an extremely heavy mattress without complaint. Thank you.

Superb customer service from TR Hayes. We actually had an issue with a sofa we had purchased from TR Hayes due to an error by the third party manufacturer. TR Hayes were extremely helpful and very professional in addressing the issue. Things do go wrong but it is what you do when they do go wrong and TR Hayes were excellent. We are delighted with the sofa. Highly recommended !

Ordered two seater sofa and reclining chair with foot stool very pleased with both. Delivered on day that was arranged. The two delivery guys were very professional. So very pleased with T R Hayes would use them again.

Bought a sofa which was delivered unwrapped not as they advertise “white glove service unwrapped in the room of choice”.

It was badly scuffed and scratched. Reported this immediately with photos. After two weeks and several emails to customer service I was told a technician would call to arrange inspection. Waited again no call, after three weeks went back to the store and was told by customer service no inspection had been arranged yet and told again technician would call to arrange inspection.

Being apparently left in a black hole I was not happy to leave on another potential empty promise and asked why pass issues over to the manufacturer when item was supplied from Hayes stock in their warehouse. It made no sense as it was clearly damaged by being unprotected during transit during delivery from their warehouse.

Then to my utter shock I was told the Stain Guard I had paid extra for was not a protective treatment but only an insurance policy. This was never explained at time of purchase. It’s deceptive miss-selling of them to ask if you want stain guard without explaining it’s not a product to protect from stains. I would not have paid for it if I had been told it’s an insurance policy. I was totally misled into that purchase.

When I questioned this further with a salesperson I was treated appallingly by that staff member who waved a leaflet in my face and tried to place the onus on me by criticising me for not having read it before buying, When I pointed out I was never shown or given a leaflet on any insurance policy at any time before or after purchase he was extremely rude and just blew noises through his mouth and walked off. Utterly disgraceful way to treat a customer.

Got a call later promising a replacement item in 10 weeks. It will have taken best part of three months by that time to resolve this.

Whole experience utterly disappointing and has taken any joy out of having new furniture.

Browsed the shop three times, not harassed by sale staff, and found the ideal chair, price and comfort wise . Very helpful Will helped me through the buying process and delivery was quick-chair already assembled- and old chair taken away to be recycled . If you want a wide range of furniture to choose from, helpful staff and a relaxed atmosphere then go to T R Hayes Bath.

We found sales staff helpful and courteous unfortunately with sales on all staff found it difficult to work out correct price of furniture being sold . Delivery men Steve and Jake were very efficient and cheerful.

From our initial order through to delivery I have to say this Company is all about excellent customer satisfaction. Out table had a small chip that we didn't notice til a few days after delivery. TR HAYES managed our expectations on timescales for a replacement and delivered to it! The men who fitted the new top were friendly and courteous. Cannot recommend enough

This store has been our family’s ‘go to’ furniture shop since we moved to Bath 35 years ago. I need two new beds and visited with a friend, who was also interested in buying a new bed. The selection of beds and mattresses to test is extensive and prices are competitive. My visit was to finalise the fine details in preparation for making an order. I thought that I’d receive the legendary customer service and advice...... But, oh dear me. Wrong. Very wrong.
The salesman that appeared in the basement showroom was initially quite helpful. I was buying two styles of bed base and mattresses so there was some need for discussion and demonstration. Gradually, we became aware that he was irritated with our questions and impatient for me to make my final selection. I asked for him to write down the figures so that I could transfer funds into my account but he refused. Yes, really! The mood changed rather dramatically and he announced that if I didn’t order straightaway then he had other customers waiting upstairs....and walked off! We were astonished that a Hayes employee would use this pressurised sales technique and be so rude-let alone walk away from several thousand pounds worth of business. Our disbelief was expressed to another colleague before leaving to take our business elsewhere...It should have been a pleasant shopping experience in a trusted store but it turned very sour. However, we will sleep comfortably on a bed from another place where the sales staff are more pleasant!!

Thank you for the great service as always, sofa was delivered by Kris and Jesse who couldn’t do enough so a huge thank you to them,and Alan and Bruce ( sales team) were there to assist every step of the way.other companies could learn a lot from your team, well done all !!