Ponsford Reviews

4.9 Rating 926 Reviews

99 %

of reviewers recommend Ponsford

Company Reviews

Metrics

Info

4.9

Based on 926 reviews


Shipping & Delivery
Delivery Methods	Own Driver
Average Delivery Time	Over A Month
On-time Delivery	99%
Accurate And Undamaged Orders	100%
Customer Service
Communication Channels	Telephone, Email, Live Chat
Queries Resolved In	Under An Hour

About Ponsford:

Suppliers of quality furniture and furnishings for over 125 years.

Visit Website

Phone:

0114 255 0075

Email:

sales@ponsford.co.uk

Location:

577-609 London Rd
Sheffield
S2 4HS

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Ponsford 3 star review on 31st March 2022

Anonymous

Anonymous // 01/01/2019

Filter: Rated 1 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“We bought a Natuzzi Sofa from Ponsford in June 2021, since then we have had to have someone out three times and still have issues with it. After buying furniture from them in the past, on this occasion we are very disappointed with this piece of furniture.”

Helpful Report

Posted 10 months ago

“12 months ago, I purchased a 3 piece suite from Ponsfords. I have always shopped for furniture here as I can usually rely on good quality furnishings. However, on this occasion the 3 piece suite was of an inferior quality. The foam , although not faulty, was of a poor quality and within weeks the cushions were sagging and looked as if it was 10 years old rather than new. I complained to Ponsford's and they contacted the manufacturers and they replaced the foam with what was supposed to be superior quality foam. Within weeks the cushions had deteriorated again and were looking old and saggy. Again I spoke to Ponsfords who gave me the name of an independent upholsterer, who I contacted and had the foam replaced with a superior quality foam at the cost of £348.00, which I am extremely satisfied with. I spoke to Ponsfords after this and asked if they would contribute towards the replacement cost. I was told that as the foam was not faulty they would not give any re-imbursement. I am unhappy that Ponsford's are now selling furnishings of such inferior quality and I shall not be shopping with them again.”

Helpful Report

Posted 1 year ago

“Do not fall for the hype of this so called independent - have been let down by ponsford the retailer - burgess the supplier and the ombudsman -ponsfords I notice you do not stock burgess beds anymore ? I should have shopped at a bed discount store - hyped up retailer selling shoddy goods with meaningless warranty’s”

Helpful Report

Posted 2 years ago

Dear Jane, As you have stated below in your review the Furniture Ombudsman (who are an independent, not-for-profit, government-approved organisation set up to help resolve disputes and raise standards in the furniture industry) have ruled that there is nothing wrong with the Burgess Beds mattress you purchased from us. Ourselves and Burgess Beds have worked with you tirelessly to address your complaint and we have tried to offer you several different options for a new, heavily discounted alternative mattress from a different brand - which we did not have to do - and which you refused. As the Furniture Ombudsman has now ruled that your complaint is not valid and the wear that you have reported is due to natural usage of the mattress we are now marking this matter as closed. I would also like to clarify that we do still stock Burgess mattresses as they have been a trusted supply partner for many years. Regards, Luke O' Neil Head of Marketing Ponsford Ltd

Posted 2 years ago

“Do not believe the hype this so called quality independent shop promotes …. Terrible after care and no responsibility to the customer for goods that proof to be poor quality made by company’s that do not uphold guarantees ……. Avoid at all cost”

Helpful Report

Posted 2 years ago

As this is an anonymous review we are unable to trace the issue that lies behind this comment. I can assure you that we take pride in offering a superior service as an independent furniture retailer which our many 5 star reviews are a testament of. May I suggest that you call us so we can investigate your complaint in the proper manner as we cannot look into this further without knowing your details. Kind regards, Luke O' Neil Head of Marketing, Ponsford Ltd

Posted 2 years ago

*We would like to point out that this review has been left by the same customer as a review we have replied to more recently. It has now been deemed by the Furniture Ombudsman who looked into this persons complaint that the goods being complained about (A Burgess Mattress) were showing natural wear and tear and that there was no issue. We now consider this mater closed.

Posted 2 years ago

“I ordered a sofa, amongst many other items on the 30th December 2020. Was told an estimated time for delivery as being a minimum of 20 weeks. I was not concerned by this and anticipated that one of the sofas would not be delivered before June 2021. Out of the blue, I got a telephone call from a woman at Ponsfords two weeks ago, quoting that the date for delivery was on the 12 April 2021, I confirmed this was fine, and advised there was no access issues and I would make arrangements for someone would accept the deliver. The same female advised that I had up until Friday 9th to clear the balance. I called On Thursday 8th, cleared the balance, and asked for the estimated time for delivery. To be transferred by phone to four different people, who clearly didn't have a clue what was happening, and then being rudely told firstly, the date of delivery was not the 12th April, it was an "estimated" time (which clearly it was not an estimated delivery date) and that the delay was as a result of the company not being able to get hold of the chemicals to make the cushions (which is a load of baloney). As mentioned above, I was not concerned by the estimated delivery of the sofa which on order was quoted for June 2021. What I take serious issue is, is this, I was given a specific date for delivery, I got rid of two sofas to prepare for the delivery of the one I was told would be delivered on the 12th April, to now being told "it was an estimated delivery and now, we dont know when it will be delivered". I will now be without a sofa now until June 2021 and this company took my money before confirming the date for delivery. I clearly would not have got rid of my sofas unless it had not been but for the confirmation of the delivery date. The customer service here is appalling and I have spent a lot of money in this store. It is unlikely that I can accept this level of service. Thinking of contacting my credit card company for the return of the paid funds on the basis the sofa was not delivered today as was agreed.”

Helpful Report

Posted 3 years ago

Dear customer, We are extremely sorry to hear this and we are now investigating the issue and will be contacting you very soon. Kind regards, Ponsford

Posted 3 years ago

“A good few months ago in 2020 we bought a chair and foot stool. Months passed, we had to chase for updates and suddenly the chair was ready for deliver. The stool wasn’t. That was missing. It still is missing although they delivered a stool that was a different colour. We appreciate times are challenging but the least a customer should expect is communication and for their money not to be taken and then be ignored. We expected better off Ponsford. We truly have been astounded by their approach and are tired with having to chase to find anything out.”

Helpful Report

Posted 3 years ago

Dear Stephen and Gill, We are sorry to hear that you are disappointed with our communication as we pride ourselves on providing excellent levels of service and customer satisfaction at all times. There have been issues beyond our control with this order on this occasion and whilst we currently remain closed due to government lockdown restrictions we have endeavoured to work with our supplier to get you a satisfactory outcome whilst also providing you with a discount back from your original order. We have emailed you separately as have an update from our supplier to share with you and will be in touch with you shortly. Kind regards, Luke O' Neil Head of Marketing, Ponsford

Posted 3 years ago

“Don't buy flooring from Pondsford. We were advised our floor would be levelled before the hard flooring was laid down stairs... It wasn't. We had a gap under our fire, slats cut too short and visible ridges showing through. I was devastated. Our stair carpet was cut too short at the sides and the gripper can be seen through the carpet. For what we paid I expected perfect. Some of the issues were bodged right but its not perfect. One of the fitters was on his phone having a good chat with a friend and listening to his music while he was here. Not at all what I expected. Beautiful products terrible fitting and an incredibly stressful time. The sales man told us a load of rubbish seemingly to get our business.”

Helpful Report

Posted 6 years ago

We're sorry to read of the issues you had with your flooring purchase and subsequent install. We always endeavour to make our customers fully aware of any potential issues a specific property presents. I understand having spoken with our Flooring Manager, that these issues have been resolved to the best of our abilities, given the said restrictions of the property.

Posted 6 years ago

“Delivery timescales were much longer than published, delivery team offered no flexibility, then items were missing causing a further lengthy delay and another delivery.”

Helpful Report

Posted 6 years ago

We're sorry to read of the issues you had with delivery and lead times. Made-to-order furniture can, on occasion, be delayed at the manufacturer and this is sadly out of our control. Regarding the missing items, I understand these have now been delivered, please accept our apologies for the further delay this caused. Kind Regards, Ponsford.

Posted 6 years ago

“I had the most appalling recent experience with Pondsfords. I have been a loyal customer over the past 15 years spending in total in excess of £30,000. On 24th February I looked on their sale website and purchased a Tempur bed for £569.00 I paid a further £25 for delivery. All good or so I thought, however some 15 minutes later a representative from Pondsfords rang me telling me the price on the website was a mistake and the real price was £1300 but they would let me buy it for £1200. He refused to honour my purchase and referred it to his supervisor who stated that the real price was £1700 but I could buy it for £1050. I stated I was not happy with this situation and he said he would refer it to Mr Richard Pondsford himself. The following morning he rang to say Mr Pondsford would not honour my purchase. So I told him I would share my experience and would never patronise the shop again! Janis from Sheffield”

Helpful Report

Posted 7 years ago

Dear Mrs Dobrin, we were sorry to receive your review. We made a genuine mistake, which we explained to you over the phone and provided a full refund within 15 minutes. We pride ourselves on being straightforward and had the mistake been in the opposite direction and we overcharged you we would of course have acted in exactly the same way. Kind Regards, Ponsford.

Posted 7 years ago

“Ordered a bedside cabinet last September and are still waiting! Tried to follow it up early December. Was told on three occasions that someone would phone me back and it never happened. Took till after Christmas to speak to the manager after getting nowhere with shop staff. Manager looked into it and it turns out there was a mix up with the order initially. Personally I feel it was never ordered in the first place. While I can accept mix ups I was very disappointed with the customer service I received in December.”

Helpful Report

Posted 8 years ago

Dear Mr Hambleton, thank you for your review and we're sorry to read of the issues you've had with the order. We strive to give every customer excellent customer service and appreciate that on this occasion we didn't achieve that for you. I've forwarded this to the relevant Sales Manager dealing with your order. Kind Regards, Ponsford.

Posted 8 years ago

“Excellent pre-sales service, selecting our desired snuggler & colour. Waited 3 months only to receive the wrong colour. Great initial customer service with quick responses to queries. However, once it was realised as the manufacturer's fault we received no apology & were told it would be another 3 months to wait. From then on things went down hill. 5 months since we ordered & we're still awaiting a refund after sending the sofa back last week. Shame as they used to be a good company (our other sofa is from there). Think they have just got too big and cannot handle things in the manner the company's reputation was built upon. Won't be using them again.”

Helpful Report

Posted 9 years ago

Dear Mr Hilton, Thank you for your feedback. We do strive to maintain a transparent service and excellent customer care and are extremely disappointed that on this occasion we were unable to meet with your requirements. Kindest Regards, Ponsford

Posted 9 years ago

“Our sofa and chairs were ordered feb 2014 and we were told there was an 8-10 week wait. 11 weeks later we hadn't heard anything so called to see where our furniture was. We were told it had missed the container and we would have to wait until late June! It is firstly poor service to promise something that was probably not possible in the first place but even poorer service to then not tell the customer it was delayed by 6 weeks. Premium prices for bargain basement service, go to Barker and Stone house where all the furniture is the same and thy have bigger buying power and stock reserves.”

Helpful Report

Posted 9 years ago

Dear Mr McGarry, Thank you for your feedback. We do strive to maintain a transparent service and excellent customer care and are extremely disappointed that on this occasion we were unable to meet with your requirements. In this instance we were powerless to speed up the delivery once the container had been missed however we take full responsibility that we should have been aware of this earlier and should have informed you. Having being unable to fulfill our side we did fully refund you and can at this stage only apologise for your experience as we strive not to let this happen again. Kindest Regards, Lucy

Posted 9 years ago

“Quite simply after ordering, one of my worst retail experiences. Certainly not what I would expect from a so called premium retailer. My order was placed in January and David advised 6-8 weeks delivery. My paperwork came through advising delivery at the end of March. If only. Eventually I was advised my items were ready for delivery in May, after numerous phone calls. A date of 6th May was arranged only for your team not to turn up. I eventually received my chest of drawers and bed frame in Saturday 10th May over 14 weeks after ordering. Whilst David in sales was a star. I am afraid your transport department leave a lot to desire. I am just about to order more of this furniture. Rest assured it certainly will not be from Ponsfords. You do not deserve a second chance. I shall certainly not recommend you to friends or colleagues either.”

Helpful Report

Posted 9 years ago

Dear Miss Stone We are very sorry to have failed your expectations. We do however continuously try to improve our standards and learn from every experience.

Posted 9 years ago

Ponsford is rated 4.9 based on 926 reviews