NCF Living Merry Hill

Bought a bed and William Night 'Comfort Gel 2000' mattress at >1700.00 last March. Was initially very pleased with the service by Dale in their Merry Hill store and the setting up of the bed. (Gave an excellent scoring on Trust Pilot). 12 months on and the mattress is fraying / torn in mulitiple places and we are being blamed for this. Cannot call the company on the phone number shown in the Terms and Conditions section. Only work via email with vague contact details. William Night can't help. Very frustrating. A 875.00 mattress should last longer than 1 year ! Hoping the store management can help as i have no faith in the customer service team.
Mar 19th, 2023

Brought leather furniture 10 months ago the leather on the chair is peeling off thay won't even come out to look at it. No after care at all very poor quality dreadful company to deal with
Feb 4th, 2023

I am honestly so upset and let down by this company. Completely ignored my concerns and no solutions provided after several months. Multiple email chasers sent and store visits. See email sent below. Please avoid NCF and go to a different store such as dreams. The after sales and customer service is the worst I have ever experienced in my life. To whom it may concern, I write to you in relation to The Mattress Comfort Gel 2000 which I had purchased on 06/11/2021 as per the attached receipt. It has been 11 months since I had purchased the product and the mattress has already begun to sink in the middle, which has been causing me to have severe and aggravating back pains. I have referred my back pain to my doctor and Chiropractor and have confirmed this is due to the mattress I am sleeping on. I have made several attempts to try and rectify the issue with NCF. 8 months after my purchase I visited the NCF store in Perry Barr to seek advice on this matter. They informed me that someone would contact me to resolve this. I was then contacted multiple times and asked to send pictures of the mattress. I sent pictures twice and received no response. I had to visit the store again and explained the situation. The manager said someone would contact me. Since then, I have received an email explaining that nothing can be done to resolve the issue. A solution was not provided and the email was patronising in a way, stating that the mattress is built to be this way, and comparing it to a sofa. However, no adequate steps have been taken to try and rectify the issue and to attempt a repair. It seems as though a default email was sent and my complaint was disregarded and in breach of my FOS rights. NCF are therefore in breach of the following: 1. Section 9 of Consumer Rights Act 2015 as Goods are to be of satisfactory quality and as per Section 10, Goods are to be to be fit for particular purpose. However, the product is no longer of satisfactory quality and is no longer fit for the intended purpose in which it was made for. 2. Clause 12.3 of your Terms and Conditions which notes the following: 12.3. We guarantee all Products against faulty workmanship and/or faulty materials for a period of 12 months from the actual date of delivery. In all case s, We reserve the right to inspect the Product and verify the fault. The product is within the 12 months from the date of delivery, however NCF have not taken the required steps to verify the fault and to propose any suitable recommendations of repair/replacement. 3. Clause 12.5 of your Terms and Conditions which notes: 12.5. Should You agree, We will arrange to repair a defective Product free of charge. Alternamtively, at Our sole discretion, an allowance may be made for You to arrange a local repair. We reserve the right to offer a full refund if a repair is not acceptable. If a repair is not possible or practical, We will offer You, at Our discretion, a replacement or a full refund. Should a replacement no longer be available, or circumstances determined by Us make a replacement impractical, it may be replaced with a part that closely matches it. We reserve the right to send out an independent third-party furniture specialist to inspect and, if You agree, repair Your furniture NCF are therefore in clear breach of Clause 12.3 and 12.5 as no adequate steps have been taken to arrange an inspection nor repair of the faulty item despite the several attempts, I have made to make them aware of the fault. As its clear that my complaint was disregarded and ignored, can I request for someone who is competent and part of the senior management team to review this issue and provide a suitable solution. And provide compensation and reimbursement for the time, inconvenience and stress caused in trying to resolve this issue.
Jan 14th, 2023

Visit today to buy a bed. Amazing customer service from Josh! First he briefly said about current offer and let us to look for what we need. Then helped with final decision. He even let our 3yo son yo use a toilet. Very polite and knowledgeable about products. Will defo recommend for friends and family!
Oct 30th, 2022

Bed had been delivered and unpacked however the entire product is faded and not as purchased from the store. Complained and have had no answer or indication of what is going to be done. Stuck with a faded product which we cannot use and having to sleep on the floor. Would never purchase from here again. Still awaiting feedback..
Oct 9th, 2022