Thomas Lloyd - www.thomaslloyd.com
Customer Service
Quality of website
Value For Money
Thomas Lloyd - www.thomaslloyd.com
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User Reviews
Customer Service
Quality of website
Value For Money
The Worst After Sales I Have Ever Come Across
2 sofas both delivered without feet they were unable to send or fit them only 10 miles away from their factory. It took 3 days for the sofas to be returned to the factory and another few days before the money replaced in accounts. Shockingly bad service would tell anyone not to buy from this company.
Customer Service
Quality of website
Value For Money
Awful
Just awful. We were put through a huge amount of stress because they refused to abide by their supposed comprehensive two year warranty. The friendly service you get before buying disappears once you've got your furniture!
You don't know who you're dealing with either, which is very concerning. Delivery van says one thing, receipts another name, letters another - never a good sign!
Customer Service
Quality of website
Value For Money
Thomas Lloyd Furniture
Recently received replacement for our old Thoamas Lloyd sofa and two chairs which we had for 14 years!!!. Previously we had ordered our old sofa over the telephone. This time we decided to visit the factory to view their whole range of sofas and high backed chairs. We were very impressed with the attentive service we received which was in no way a hard sell. Having decided on the Marlow design due to its style and comfort we placed our order. We are absolutely thrilled with our new suite which has more than exceeded our expectations. The after sales service including the delivery arrangements were excellent. THANK YOU THOMAS LLOYD.
Dear Batemanph,
Many thanks for taking the time to post your review, it is greatly appreciated.
It is even more gratyfying for us that you are a returning customer and are happy with both the quality of the product and service levels you have received from my staff.
Our main aim is to continually strive to deliver the best quality, value for money and service levels to our customers.
I am very glad that we have been able to fulfill your expectations and if there is anything further we can do for you, please do not hesitate to contact us.
Once again, many thanks,
Kind regards,
DT
MD
Customer Service
Quality of website
Value For Money
Outstanding Service, Excellent Quality
We have just taken delivery by haulier to Southern Spain of two antique red leather chesterfield sofas & WOW are we impressed. Thomas Lloyd staff kept us well informed during the making of our sofas, even making direct contact with the shipping agent in order to deliver to him for onward delivery to us.
Once the sofas arrived & were placed in position only then did we begin to see the superb quality & skilled workmanship that had gone into them.
The deep rich colour of the leather & detail of the "studding" in particular is outstanding.
We were naturally a little worried, buying something you have never seen until it is delivered over 1000 miles away & knowing you can't just send it back or have the company come to see it BUT there is nothing to worry about at all, these sofas are fantastic & i wouldn't hesitate to buy again or recommend this company.
Well done & thank you Thomas Lloyd.
Dear ElcheDave,
many thanks for taking the time to post your review.
I am delighted that you are impressed with both the qualityof our products and service regarding your recent delivery to Spain.
If we can be of any further assistance please do not hesitate to contact us,
Kind Regards,
DT
MD
Customer Service
Quality of website
Value For Money
Beautiful Furniture.
Just purchased another Thomas Lloyd chair after having bought furniture in the past. The colour matches perfectly with the suite I have had over 20 years and still looks as good as the day it was delivered. The aftersales service and communication are excellent. The staff are always very polite and easy to talk to.
The prices are excellent for the quality of furniture.
I love my new recliner chair which is a very comfortable and attractive addition.
Many thanks to Thomas Lloyd.
Dear Skirlington1,
Many thanks for posting your kind review.
It is great to hear feedback like yours, particularly from a returning customer of 20 years or so.
We continually strive to offer the best value, quality and service levels in our market place today and I am delighted that after all these years you are once again delighted with us.
If we can be of any further assistance to you in the future, please do not hesitate to contact us.
Once again many thanks,
yours sincerely,
DT
MD
Customer Service
Quality of website
Value For Money
Excellent Service
We recently visited the showroom with the view to hopefully purchase a leather sofa and chairs. The showroom was really welcoming and we were left to have a good look around on our own and then when we needed some information we were assisted. We chose the furniture and to our surprise we were given a rough date when the furniture would be ready. A week before the delivery date we were contacted by the Sales team and given the actual date of delivery which was the same date as we were given on the day of ordering. We were contacted again by the Sales team to let us know a rough time. In this instance we were given between 1 and 4. At 1.40 the delivery van arrived with two very helpful men who asked where each piece of furniture was going and actually put each item in place. They unpacked the pieces for our inspection and took all the bubble wrap plastic and cardboard away. All in all a first class experience from viewing to delivery.
I must say the sofa and chairs in the antique red which you can choose as much antique rubbing to your requirements was exactly as I requested. Excellent service throughout. I will shortly pay them another visit for the footstool.
Already made an appointment for a further purchase.
Will be bringing a cushion as suggested.
Once again many thanks for your help.
Many thanks for taking the time to post your review, it is very much appreciated.
I am glad to hear that you enjoyed your show room visit and that everything promised went as expected including the delivery slot. Thanks for your comments regarding our delivery crew also.
We look forward to welcoming you again should you return to purchase a matching foot stool.
If you do come to purchase a stool, it may be an idea to bring along a cushion from your latest purchase so that we can hand antique the stool whilst you are here to match the furniture with which you are delighted.
Many thanks for your kind review,
REgards,
DT
MD
Customer Service
Quality of website
Value For Money
Leather Furniture
Ordered three and two seater settees with chair and footstool. From ordering to delivery was 4 weeks - well inside estimated time. Furniture exactly as ordered and the quality superb. Especially worthy of comment was the friendly effecient delivery by the two helpful and accommodating guys on the lorry. Bang on time and nothing too much trouble. Well done to them.
This is my second leather suite from Thomas Lloyd (the first still looking like new in another room after a good few years use) At my age i am fairly sure it will be m last as I'm pretty sure we will not wear it out.
I would recommend this business to anyone wishing to buy leather furniture on line with complete confidence.
Hi,
many thanks for taking the time to post your review, it is much appreciated.
Glad to hear that transaction went well from start to finish and great to hear your comments regarding our delivery team.
Please follow our care and maintenance instructions and I am sure your 2nd purchase with us will perform equally as well as your previous purchase and give you many years of pleasure.
Once again, many thanks for your kind review and endorsement of Thomas Lloyd,
Kind Regards,
DT
MD
Fantastic Company To Deal With
Hi,our replacement cushions arrived today just as you said they would.I would like to take this opportunity to say a massive thank you as a company for the way with which you handled our problem.
Your customer services is second to none they were fantastic with my wife who was ever so upset for ordering the wrong items.
Nothing was to much trouble for them and they are a credit to your company.from start to finish I have nothing but the very highest regard for Thomas Lloyd and their work force.so thank you so very much and I will recommend you to any prospective customer..........Mr.C.L.Preece.
Sent from my iPad
Dear Sir,
Many thanks for your kind review, it is much appreciated.
We were happy to replace the cushions you erroneously ordered for the ones actually required and I hope you are delighted with them.
We strive to satisfy all our customers and more often than not we receive many comments of praise, just like yours. unfortunately, we are not able to satisfy all our customers who expect us to take action through no fault of ours.
Please adhere to our care and maintenance instructions and I am sure that your purchases from Thomas Lloyd will give you many years of pleasure.
Once again, many thanks,
kind regards,
DT
MD
Customer Service
Value For Money
Terrible Product And Service
We purchased a leather suite from Thomas Lloyd six years
ago that has aged so badly we are taking it to the rubbish dump. Note
delivered in a Sofa Sofa lorry as they own this company. After speaking to the salesman we paid an extra £150 for what we were
under the impression would be an extra stain protection coating: it
turns out this was actually just an extended 5 year warranty insurance
policy, with no extra coat added. We had not had the suite long before
marks began to appear where people placed their heads on the back. We
rang Thomas Lloyd for help, but were answered by women whose attitude we found to be unhelpful and arrogant, who told us that this was not normal use and it was our
fault !! This was very strange as we have owned leather suites before
and never had any issues and certainly none like this. On advice from
them we used Thomas Lloyd cleaning/restoration products but these failed
to make any difference at all. Subsequent phone calls for help only
achieved us being given the same unhelpful advise. These dark patches
have just got larger over time and were told subsequently by Thomas
Lloyd to contact the insurer that was part of the package. However when
we contacted the insurer they were not interested in registering a claim
once they learnt it had been described by Thomas Lloyd as normal wear
and tear, not accidental damage. We did offer Thomas Lloyd the
opportunity to inspect it but they turned down the offer. Professional
leather cleaners told us that once anything has penetrated the surface
of leather it was not possible to remove it, which is contrary to the
advice we were given several times by Thomas Lloyd.
After an accident we did contact the insurer over a
damaged cushion, who subsequently arranged the supply of a replacement
from Thomas Lloyd. Interestingly the replacement appears to be made of a
far higher quality product that suffers none of the issues we had with
the rest of the original suite. Had the whole original suite been of the
quality of the replacement cushion this review would be much more
positive about the product itself.
We are now looking for a new leather suite and have
explained the issues we had with our existing suite with new potential
suppliers. Every shop we went into said the same thing, that a good
quality semi-aniline leather sofa , should totally resist the
penetration of oil from hair during normal use and that if any is found,
you should be able to be wipe it off the surface easily, rather than
penetrating it. Thomas Lloyd have asked Review Centre to have this
review removed twice now.
It seems that you are now not just questioning my right to criticise your products but also Review Centres right to publish it. Review Centre have proof I am a real customer. Readers should be aware that you have tried to have this review removed twice now, despite clarifications to make it clearer exactly what went on. To use your words is that ' correct or fair ' ? .This very aggressive response and comments about any form of criticism is why I am now not going to get in contact. You are showing yourselves in your true light as others have found out, as can be seen in other reviews when people have had issues.
Perhaps if you were not a family owned business, a more professional attitude would be given to helping customers when they had issues, rather than wait to suppress feedback.
I am totally disappointed with your decision to reinstate the review in question and am very aware of the data protection act and your responsibilities toward it.
I have already asked this customer to contact me with their details so that I can further investigate with a view to remedying their problem. They after all asked whether I had the right to respond to their initial review but they seem to have a reluctance to declare their hand.
What have they got to hide?
Are they a genuine Thomas Lloyd customer? We still do not know this.
Should you not be asking why they have a reluctance to do so, particularly as they have left a scathing and potentially damaging review to our family owned business.
It is not correct or fair that reviewers can/should be able do this to a business whilst wishing to hide behind a cloak of anonymity.
I do look forward to establishing the identity of this customer either from you or them directly so that I can take further action.
Yours sincerely,
Dave Tomlins.
I am Dave Tomlins (DT) and am the managing Director(MD) at Thomas Lloyd.
Had you contacted us within your 2 year guarantee period, particularly as you say you did on "several" occasions, we would have gladly uplifted the cushions of concern for our inspection and any remedial action necessary due to defective materials or workmanship. You previously stated that you believe you received badly prepared leather and now state that it is down to head grease. We do not have any remedies to correct this type of damage and it appears from your posting that neither do Castelan or Professional cleaners whom you have contacted. We have certainly not spoken with Castelan regarding your issue, as they trade totally independently from us, and would not state that this is down to 'normal use' particularly not having seen their condition.
Not all leather types are the same. We go to great lengths in all our literature to explain our leather types, their properties, and the 'do's and don'ts' in caring for them. You will have received a copy of these instructions with your order confirmation together with comprehensive care and maintenance instructions. These instructions are also attached to the base of your furniture. Had these tips been followed I have no doubt that your Thomas Lloyd furniture would have given you many more years of pleasure just like the vast majority of our customers who regularly inform us they have had our products for 20 years or more.
Please let me know your surname or post code at time of ordering and I will certainly speak to Castelan to ascertain the history of events resulting in your review.
I look forward to hearing from you,
Yours sincerely,
DT
MD
It is interesting that you appear to be officially representing Thomas Lloyd but did not want to write your name, so how could you be contacted.
We did report the issues to you within the two year period several times and at no time did you make the offer to ' uplifted the items of concern for our inspection and taken any remedial action necessary'. Instead the replies we got ranged from cursory to down right rude. You tried to blame us for sitting on the seats with our heads resting on the back. Your suggestion of using the 'care products' purchased from you made no difference and the extended warranty with Castelan Ltd were not interested since you told them that this was in some way 'Normal use' . Funny how the leather suites we have had before never had this issue. Professional cleaners of leather products have told us that they would have expected the leather to be better prepared to stop this happening in normal use. In fact they told us that if there is no adequate barrier normal grease from your hair would penetrate and is impossible to remove. At no time did Thomas Lloyd tell us this.
Interestingly a cushion was damaged and replaced . This seems to be of a different quality entirely.
If you are as confident as your boasts above we are quite willing to have you retrieve the suite instead of taking it to the tip after 6 years. Others please make sure you are aware of the after care you are likely to receive . Also you may note that on the Thomas Lloyd web site there is not one even faintly critical review, coincidence ?
I am sorry that you have cause to post this review.
All Thomas Lloyd leaters are tested and approved to British and European standard tests for use on General Domestic Upholstery. Had you reported a problem with us within your 2 year guarantee period, we would have willingly uplifted the items of concern for our inspection and taken any remedial action necessary. You have also purchased the extended warranty with Castelan Ltd; one of the industry's leading warranty provides, and are insured for accidental damage and staining. I am very suprised that they have also not been able to satisfy your complaint, assuming of course you have contacted them.
Not all leather types are the same and I can assure you that you have not received "badly prepared leather" as you would have experienced problems with the rest of your upholstery and not just in the head areas. We go to great lengths to inform our customers throughout all our literature that direct contact with hair products, waxes, perspiration and other chemicals, including prescription medicines, applied directly on to our leathers will cause damage.
If you are still within the 5 year extended warranty period please feel free to contact me direct at Thomas Lloyd and I will endeavour to take up this case on your behalf with Castelan.
I look forward to hearing from you,
Yours sincerely
DT
MD
Value For Money
Quality Product Quality Company
Very late in life we could afford to buy a new leather 3 pce suite. We made a good choice. Excellent company, excellent choice. We are delighted with our purchase.
Dear,
many thanks for posting your kind review.
We are as delighted as you in finally welcoming you becoming a Thomas Lloyd customer.
Please follow our care and maintenance instructions and I am sure that your suite will give you many years of pleasure.
Kind regards,
DT
MD
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