Another Land of Leather complaint...

[ryanr]

Hi

Just thought I'd report my Land of Leather (LOL) complaint - there seems to be a lot of them on here !!

My wife and I ordered a 3-piece (3-str recliner, 2-str and chair recliner). We were given a delivery time of 4 weeks.

The 4 week point came and went - I began to chase LoL which is where our problems began.

Firstly on arrival in the UK (sofa made in the far east) LoL shipped the sofa to the wrong warehouse (Tamworth instead of Bristol - easily confused, no??). Previously LoL had tried to hide this from my wife and I but after a week of chasing they admitted it. We were told that we would have to wait a week for a stock transfer. I asked why so long as it was their mistake - I proposed they send it down to me in a van the following day. They replied that they would rather refund my money than do that. No care at all !!

We wanted out sofas and so I agreed to wait a week for the stock transfer. We waited patiently but received no call. I chased them again and was informed it would be another week as the wrong "IBT code information" had been put on the sofa and therefore it missed the van!!

I waited another week - no call. Chased them again - was told a further 10 days as all the vans were full and therefore it got missed. Remember, at this point all I'm trying to do is get them delivered to the correct flaming depot !!!!!

By this time - I was livid. I rang LoL and spoke to their manager. I point out the sofas were in the UK and at one of the depots so there was no excuse as to why I should be kept waiting for delivery when it was being delayed purely by their incompetence. The manager agreed and we concluded that if the sofas had not arrived in Bristol within the next 10 days then I would get a full refund.

10 days later and we had no calls and no sofas. My wife rang them (I was away on business) and was told that our model of sofa HAD BEEN DISCONTINUED !!!! They were no longer making the 2 str standard sofa in this range - and offered us the 2 seater recliner model. My wife and I were SHOCKED. What had we been chasing LoL for all this time?? What had been shipped to the UK?? To date we do not know.

On return from my trip, my wife gave me the news and I immediately telephoned the store demanding a refund. Unfortunately no-one at the store was prepared to address my complaint i.e. every LoL employee can SELL SOFAS - only select employees can REFUND - MADNESS. I was told to call the following Saturday when the manager returned.

In the mean time a tired to call head office which was basically an answer message - no one would pickup. Message state that all complaints should be directed to the store. Funny that the answer message referred to complaints !! I wonder if they get a lot??

Saturday came and I arranged the refund - I was asked to put my complaint in writing which I did. LoL phoned my wife and told her the refund had been put back on our card - we should see it in 24/48 hours. It never appeared so I chased them and was told the refund hadn't been done and would be processed that day. Livid !!!

Land of Leather are cowboys. They are very short staffed. Their dispatch is a joke. It is clearly evident that they lied to us without remorse. What’s shocking is that there is no care - toward the end they were more than happy to throw my money back at me but only to shut me up and get rid of me. They don't appreciate how they wasted 3 months of our time and the grief caused - my wife and I were using money given to us by my parents – we have just moved in and had a our firstly baby. LoL have tainted this experience.

I appreciate that not all customers have been disappointed by LoL but they appears to be significant of complaints around to get peoples attention. In addition there also seem to be significant issues regarding leather peeling – so in a way I’m glad we managed to get out with our money.

On a good note we now have our money and we went to Harvey's 2 days ago - we got a similar deal and they have ALREADY telephoned with a delivery date for NEXT WEEK !!

[Darren]

Hi ryanr

Glad you got it sorted

Originally Posted by ryanr

Land of Leather are cowboys..

Totally agree

Originally Posted by ryanr

It is clearly evident that they lied to us without remorse.

They do this to everyone

Originally Posted by ryanr

toward the end they were more than happy to throw my money back at me but only to shut me up and get rid of me.

Same here, although I think it was the court summons that got that did it. I'm glad you didn't have to go that far

[dadofholly]

Interesting thread. we have had problems with delivery of our sofas too.

we were originaly told it would be approx 12 weeks from order to delivery to their depot, we had aranged to pick it up.

after 12 weeks we phoned and was informed the sofas where not yet in the country, we would get a call the following week... no call.

My wife phomned again... more delays we would get a call the floowing week.... no call.

phoned last week, now nearly 16 weeks after order and payment and was told we would recieve a call in september.... wife was livid, and demanded refund.. interestingly she was told it was company policy not to do refunds back onto cards? but we could write and request a refund by cheque... my wife then demanded to speak to the area manager... but before it got this far they suddenley found 2 sofas? and arranged to deliver them to us last friday. well the sofas arrived and the guys demanded £59.00 for delivery, something we had not initially requested as we had said we would arrange collection. We thought with this being a complaint they were delivery free of charge.

My wife decided to refuse delivery and sent the sofas back... we are now going to write and request a full refund... Are we entitled to one? we will be trying in any case.

[blitz]

Make a complaint to trading standards about LoL cases, the more the better . Might make them actually get of their asses.

[djlpurple]

I wish I'd read these reveiws before I ordered our suite from 'Land of Leather'
I ordered our suite online on the Thursday before Easter - bargain £499.99 for a Javier 3 and 2 seater recliner, then they added on the delivery and the insurance etc.
Approx delivery time on the listing was 10 weeks, however I had a phone call the next day to tell me it should arrive at the begining of July.
IT'S NOW THE 9TH OF AUGUST, 18 WEEKS SINCE I ORDERED IT AND IT STILL HASN'T BEEN DELIVERED, NOR HAVE I HAD A TELEPHONE CALL TO CONFIRM A DELIVERY DATE.
Any suggestions anyone of how to hurry them along??!

[blitz]

It seems LoL don't want to sell items, maybe they make enough money on interest?
Phone them, ask to speak to the manager, demand the items be delivered within 14 day. Otherwise the only thing you can do is get a refund. Then goto a company that likes their customers, and actually sells real goods.

[Mr Rhodes]

Land Of Leather Limited T/a Land Of Leather.

I know from my own personal experience how badly Land of Leatehr treat their customers.

I would strongly advice anyone who is dealing with this company to reconsider ASAP.

Their aftersales service is appalling, they jsut take yoour money and hold on to it for as long as they can. I padi my funds to them in April this year and I have has to issue a County Court Summons to get it back.

They are very good at giving 7 day deadlines, stalling and delaying. Avoid them at all costs.

[loopy36]

I need advise. Last Sept 06 we saw the "Janet" deal - this comprised of a 3 seater, 2 seater, coffee table, end tables and a rug for £999. It was advertised in store and on the internet. We got it on buy now pay later. We are due to pay the full amount next week before the credit agreement starts.

When I checked the paperwork, it would appear that they charge seperately for each sofa (£599 for 3 seater, £579 for 2 seater). I raised it with head office and they said "you signed it" and the prices were correct! I appreciate I signed it but its now principal that I want them to apologise for their error. How can they accuse me of lying about the cost when it was advertised everywhere and my friends saw it too!

How can I get the proof? I went onto Google to see if it bought up their deals from last Sept but can't find anything!

Loopy

[karencovi]

bought and paid in full for a land of leather sofa 4/9/07 £800 slaesman tried pushingthe warranty on me toldhim i didnt want it was adv can be cancelled once they call to conf delivery thurs 14/9 was told i had to pay the bal for the warranty expl didnt want it was then told even though my suite was in stock i would have to wait 2 weeks for the warranty to ocme off the system !! now 2 weeks has passed still no suite or delivery date have called re a manger apparently the store in chester doesnt have one req head office details again was told they would just direct me back to the chester store
been to trading standards they were no help so im stuck !!

anyone else had this problem

[butty_a]

loopy, try a S.A.R for all your paper work, maybe something incriminating in it.

[I_hate_LOL]

I can see there are so many complaints made about land of leather and I myself have one too that I would like to share.

I have bought a corner sofa from LOL PAISLEY BRANCH at christmas time 2007. I paid the full price on the day and was told a delivery date and soon the sofa arrived 2 weeks later than the scheduled date. Ok, that was fine until one of the delivery men spotted a missing piece of the sofa while putting it together. One of the corner pieces was missing so we did not have a complete sofa to sit on. The delivery guy phoned the branch and we were told that the missing piece would be delivered the next day (if only it was that simple!).

<font color="Red"><span style="font-size: 10pt; font-family: Arial;" lang="EN-GB">Next day, no sign of the missing piece. I rung them up asking when I would g3D"MsoNormal" style="">March came and went, I was not happy at all, frustrated even, I had enough as by that time I had made about 10+ phonecalls. I went to the store personally, drove all the way (45minutes) and spoke to the manager. He was aware of what was happening and said he could do nothing about it! Just told us to wait until the warehouse contacted them! They offered us a refund, but that won't make up for it because i had thrown away my old sofa already and they had already wasted a few months of my time. I decided to wait once more as that was the only option.

Now it is May 2008, the missing piece still hasn't arrived yet. We basically had an uncomplete sofa for 4 months. It looks awful! LOL's service is extremely poor and I strongly advise people not to shop there. They are very unreliable, selfish and provide poor service.

[MilkTrayMan]

BBC NEWS | Business | Retail boss fined over PPI sales


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[UB40]

Hi
My wife and i bought a 3 & 2 sofa from these so called specialists on 20th june 2006 and was told we would have to wait 8 weeks. 14 weeks later we were allowed to collect it. infact i was told it was at tamworth then newcastle when infact it was at the leeds warehouse near our home since the day we bought it. when the forklift driver rammed it in the van which my pregnant wife was sat in he caught the van and shunted it forward 20 yards before realising it was stuck. when we got it home it was obviously damaged and we had to have it repaired. then it became faulty 5 months on. after 2 months of the store saying "the manager isnt in yet" we finally got an exchange which has now gone faulty 4 months on (same fault). we have asked for our money back and have been told by the store manager " i am waiting for the area manager to authorise it". i asked can you phone him to speed it up "no" was the only reply. then i was told there may be a fair ware and tear fee as we have had it for 4 months? i explained that it was faulty and why should i pay when its not fit for purpose.
do they make this stuff up as they go along?