Snug Avaliações 3.182

After waiting for 2 months with delays, we did not receive our sofa. While we understand that the company is experiencing some issues, this is unfortunately not our concern. The continued delays have put us in a difficult position, and they are not only frustrating but also concerning, as we have completely lost trust in the brand. For these reasons, we have decided to take the necessary actions. And last Thursday we emailed Snug team requesting a refund, and it has been said it would be delivered in approx 24 hours, yet we still did not receive our refund. Absolutely terrible and super upset that we had to deal with this.. I NEED MY REFUND ASAP PLEASE.

update: (email I receive today)

Thank you for reaching out to us today regarding your refund.

I can confirm looking into this further with our refunds team, I can confirm the refund has been processed on the 20/09/24 and is stating as pending as of yet.

We are receiving some issues with our refunds system which our financial team are aware of this and are currently investigating this further to resolve this matter as soon as possible. I can ensure we are working hard on resolving this matter in 24hrs and ensure you will receive your full refund as soon as possible.

PURE LIE! all of a sudden now, your refund system is broken too. HOW BIZARRE! EVERYTHING YOU PROVIDE IS EITHER BROKEN, DELAYED OR NON EXISTENT! how many times you will continue to lie snug I really can't believe we trusted this company and paid money.

Orders were cancelled twice. The last one was cancelled two days before it was due for delivery. The order hold the full payment for two months and there’s no updates regarding refund after two weeks. I tried to contact customer service via email and there’s hardly getting any responses. Worst customer service ever.

Didn’t receive my sofa in the end as I decided to opt for a cancellation/refund following the delays. However, I’ve still given 3 stars as I couldn’t fault the man on the phone who I spoke to, who was very apologetic and more than happy to assist in offering a full refund and cancellation.

Worst company to ever get a sofa from. My delivery has been rescheduled 3 times and they're not even able to tell me WHEN I might be expecting my sofa! I keep taking days off to ensure I'm here, only for the delivery date to be moved yet again. Even ordering from IKEA is more reliable. I am truly shocked they get good reviews, if they weren't a known company I'd thinl it was a scam.

Based on excellent reviews, styles and price, we ordered a sofa 2 and a half months ago. Only for it to be delayed twice. No idea when we will get it now, the last delay we were never informed of. We have already started paying for the sofa in installments which is salt in the wound. They clearly do not have the inventory the are selling. Snug needs to make this right!

Ordered sofa months ago and it’s still not turned up. Was supposed to be delivered last week but now there are further delays and it’s just a joke at this point. Deliver our sofa ffs. 1.5 grand wasted?

I ordered a sofa and a footstool in June, expecting it to be delivered in August - this already seemed like quite a long wait, but at this point snug had very good reviews so I trusted them. After multiple delays, my sofa should be delivered tomorrow, but I have not received any confirmation from panther on this. I’m not holding my breath for the sofa I bought three months ago to ever be delivered, based on the other customers reviews here. Snugs treatment of their customers is truly shocking. I strongly advise that you spend your money elsewhere.
*update: I did email snugs customer service team, and I received a blanket response that I would be updated within 7 days as to the status of my order. Given my experience this far, it’s unlikely that this will result in the material delivery of the sofa I ordered in June but I’ve waited this long, so I’m still hopeful

Founder had to wait 'nine' weeks for his sofa from another company?! Well that must've been a dream compared to how long you are making your customers wait!

Ordered our sofa from snug months ago... A date was arranged for delivery and we sold our previous sofa to make space ready, then the sofa in a box never came.
There have been three more 'delays' since, with excuses ranging from low stock/manufacturer delays to shipping container issues and we have had to chase relentlessly just for these half baked responses.

Our money is still currently being taken, the only compensation that they'll offer, is money off of the final payment if that's true, it'll be 9 months before we'll know for a fact.
We keep seeing that they're not in administration however the trust is gone, we're without a sofa after months of waiting and we are still going to be over a grand out of pocket unless by some miracle the sofa actually appears one fantasy day.

Save yourself a lot of stress and stay clear!

I had a nightmare with this company including their COO just trying to send an item I didn’t need back a few months ago now. The sofa I bought is wearing out much more quickly than any other sofa I have bought. Having to reposition the main cushions to actually rest on the back of the sofa every day is really irritating too. This was not a cheap purchase but I got a cheap & nasty sofa!

Gorgeous sofa, the only brand that had a sofa fit for my needs. It fits perfectly in my space and is so comfortable. I took delivery of my gorgeous small chill corner in January and love love love it still. Hope to buy from them again.

Placed an order for a sofa 3 months in advance of moving into our new house. No mention of any delays or issues so assumed all was going ahead as planned. We weren’t notified of any delays and it took us calling on the proposed delivery date to eventually find out that they didn’t have our sofa in stock and would need to wait another month to even know if the sofa is going to be delivered or not. Finally just ended up with an email to say the order has been cancelled. Have ended back at square one.

Bought the taupe rebel footstool during the sale. Delivery date was rescheduled twice only for it to be completely cancelled in the end. All that wait for nothing. Stop selling stock you don’t even have. Attempted to email you for refund but no response back.

One of the feet on our new sofa was broken and I have sent several emails and several messages on instagram about this and had no reply.

Please message me to rectify this asap

I ordered a footstool from snug back in July. It was due for delivery next week but snug emailed this week to say delayed until 18th of September. It seems to me from other review's and the sparse website that snug are about to go under but are not making this known yet. Either that or they are well out of there depth with this “sale” as clearly they cannot keep up with orders.

I emailed to cancel and requested a refund as it all seems dodgy to me. Yet now no response from snug. So am i even going to get a refund? We will see!

I will say i previously bought a sofa from them in 2020 and back then i could not fault the delivery, customer service and how responsive they were as a company. It seems completely different now. I had my eyes on the footstool for ages but could never justify the price, so i could not believe it when it was in the sale for such a low price. Clearly it was too good to be true 😂

I will await my refund from snug…. If they bother to even reply to me

EDIT (24/08/2024) - in reply to your reply SNUG…. I have emailed that email twice with no response, i have now emailed again. There is no point asking me to email when you do not even bother responding. All i want is a refund for a product that you cannot provide!

Do not order from Snug

I bought and paid for a sofa in April to be delivered when I moved into a new home - first day of august.

I had seen a lot of people online saying their orders were being delayed.

I emailed snug 3 weeks before the day my delivery was coming and confirmed with them that I had seen speculation on like and asked if my sofa was coming. I was told it absolutely would be here on 1st august.

Fast forward to the day before my delivery date, I was meant to receive a text from their couriers. Panther, with a time slot… as you can guess, nothing came though.

On the morning of the 1st I called Panther to confirm my delivery time. It was panther who confirmed to me they do not have the sofa, won’t be getting the sofa, and that there is no stock of the sofa. They told me to call Snug.

After waiting on hold for an hour to Snug I was told the sofa was not in stock. How can this be when I ordered it in APRIL?
No stock, the delivery will be delayed until 10th September, so that’s another 5-6 weeks without anywhere to sit in my living room.

As they had let me down before, I asked them to guarantee delivery on 10th sept. I was guaranteed, and told I was categorised for VIP delivery for the sofa on 10th September which meant I would definitely get it as a priority.

Despite expressing my dissatisfaction there was nothing done to change the outcome and I was still waiting for the sofa.

Anyway, 3 weeks into my 5-6 week wait, I get an email.

The sofa is not in stock and won’t be coming back in stock. Simply just an apology email saying the sofa isn’t coming and my order is cancelled. That’s all.

I called Snug and they confirmed the sofa I ordered has been discontinued. I was actually told if I wanted to re-order something else I could pick something from the website as this has now been updated to show what they ACTUALLY have.

What a joke.

Why put a huge sale on if you’ve got no stock. I suspect Snug is probably going to go into administration soon as they have about 3 sofas on their website left.

Still waiting for my sofa to be delivered from when I ordered at the beginning of June. At first it was meant to be delivered in July. They then pushed back the date to the 6th September due to "Stock issues", and I have just received another email to say they are delaying my deliver yet again... due to the same "stock issues". Very disappointed.

Sofa ordred on the 20 July

Was due for delivery 29 August

Now delayed until 18 September

Sofology got us a corner sofa from scratch quicker than this

Poor

Ordered a sofa
Asked for delivery a few weeks down the line as property not ready
Then got a delivery date for a few days post order (strange) then had to call to say no please keep to agreed delivery date then day BEFORE agreed delivery told there was production issues so delivery pushed back 3 weeks then a few weeks later this week got an email cancelling my order - a monumental waste of time and still without sofa and my refund is still pending by the way so don't even have my money back

After ordering a rebel corner sofa in may we were told by SCS (who now own snug) that we could take delivery in 4 days. As we were waiting for our room to be decorated we asked if it could be held for us. I rang a week later to be told they were now out of stock and it would be delivered at end of July. When the end of July came I was told there was no stock and they admitted that their system runs on a first come and first serve basis regarding stock and they were yet again out of stock. After being told we could take delivery on 12th September. We have now been informed that the sofa has been discontinued and we will not be receiving our order. If I were you I'd take your money elsewhere rather than deal with this joke of a company with terrible customer service!

Absolutely awful experience.

Ordered a sofa in June, for delivery in Aug. Snug got in touch via email, to say they couldn’t make that date, so moved delivery back to Sep 6th. On Aug 20th fully refunded money with a short email.

Man on phone had nothing to say in terms of support other than sorry. No real explanation of how this has happened and how they are putting people in this position. So I’m back to square 1 after nearly 3 months of waiting. No compensation offered.

Took a long time to choose the sofa and colour - so now very disappointed overall.

Lack of care and customer support all round. Apparently been bought out by a company last Dec that has affected this issue in this way.

Would warn people off using them.