Snug Avaliações 3.182

Ordered 2 sofas 1 June 2024. Received an email in mid July to say the sofas were delayed and could not be delivered when initially planned. Booked a new delivery date. Then received a further email today to say the order was cancelled. No explanation and extremely poor customer service and communications.
Can only assume the business is in financial difficulty based on their inability to fulfil and order from 11 weeks ago. Would not trust them to put in another order.

Ordered a sofa in June, booked the next available delivery slot for 20.08 and after phoning the delivery company for a timeslot was advised it hadn’t been sent to them by Snug. Spent an hour on hold to Snug to be told the sofa is out of stock and won’t be delivered for 4 more weeks.
Options given, wait with no sofa or cancel.
I’ve cancelled my order because there is no guarantee of it being available in 4 weeks time. Snug are happy to take your money but customer service, communication etc is atrocious. Avoid!!!!

Absolutely awful. My mums been waiting weeks for her new sofas, today they’re meant to deliver to them be told they’ve cancelled her order as they don’t have the stock. My mums very poorly and was waiting on these sofas to make her more comfortable through her treatment. So to be told on the day of delivery that her order was cancelled is not only really unprofessional but also extremely disrespectful.

As many others are experiencing, we were supposed to get our sofa delivered today. We've now heard it will be delivered 3.5 weeks later. It's too late to order a different sofa due to lead times and we will have nowhere to sit now for the time being. I'm very disappointed that Snug have oversold their stock and that communications are handled by "easy-to-miss" emails. I would have wanted a phone call about this further in advance. Let's hope the sofa turns out great to turn this negative review around.

After spending over £800 on a sofa, the front leg has snapped off the plate that holds it to the sofa, meaning it’s no longer usable. Snug have said there is nothing they can do to help. They were taken over by another company in January and our warranty is therefore not valid. It took almost two weeks to get this disappointing response. We now have no sofa, no refund and not even a recommendation for an upholsterer that might help. A singular lack of customer care!

Horrendous return policy, horrendous customer service. They advise their customers to store massive boxes in their houses in case the customer finds out the sofa is not up to adequate quality and need to return. Shocked how this is even legal. No wonder they are on their way out and are shutting down.

Bought a sofa off their website and they had delivery date for a few days time as an option- I was thrilled. Was then told the day before it won't be coming and moved to 10 days later. I then called the day before the new delivery date lots of times to ensure it was coming, to then be emailed saying it will be another month. Genuinely appalled.

Quailty pink 3 seater rebel sofa which looks lovely with the other two grey big chill snug sofas.
Delivered on time. Easy to assemble.
Looks stylish

My sofa was suppose to be delivered TODAY and I have only just been contacted by you to inform me that it will not be delivered, in fact you will not deliver until possibly September!
This is absolutely outrageous - I have removed my old sofa have nothing to sit on for myself or any visitors, I have taken time off my work to receive my order only to be let down dreadfully - How is this possible? You must have known there would be no delivery, and you neglected to inform me. I only ordered the sofa on August 9- surely you knew then there was no chance of receiving the sofa yet you took my money

I am a pensioner and have no sofa due to your extremely late and thoughtless behaviour.

Easy to order, quick delivery and they look great! It has taken time for them to get 'comfy', so dont be put off when you first receive them.

I had an initial problem with my Cloud Sundae sofa bed being sent without the mattress. I had difficulty with contacting customer services until I posted here.

I'm pleased to say that once I did, my problem was swiftly resolved and I took delivery of the missing mattress this morning. Thank you to those who helped!

The Cloud Sundae sofas are very squishy and comfortable, so I am pleased that I was able to buy the 3 seater sofa bed in the sale to match the 2 seater we already had. My kids are so happy with the extended sofa! We have the grey velvet version and it's easy to clean and has no damage from our cats at all. The sofa bed mattress seems comfortable, but I am yet to spend a night on it.

I find them easy enough to put together, I even managed to do the three seater sofa bed by myself. I love that the modular system meant that I could add to it years later.

The selecting was very very tough, as all the sofas are very nice. The ordering was easy.

Then I needed to phone customer service to change something in my order. They were super helpful and I am very happy with the service received.

The delivery was easy, the let me know when they'd come, they came as promised and they brought in the sofa in several pieces, up narrow townhouse stairs.

We built the sofa in about 15min, not too difficult.

And it's beautiful. Very nice colour (mid-grey). Very nice fabric (chenille). Very sturdy upholstery just how I like it. Very good size for lounging for two or even three (1.5 seater + chaise + stool). It's definitely worth the investment.

Terrible service. Terrible company, took my money and still waiting 12 weeks later for delivery. Saying now they won’t have the item but still have my money. Placed order in a SCS store and they are not interested either. Absolutely disgusted.

It’s a lovely sofa and also a good sofa bed! Was let down buy the packaging it came in! Looked like it had been opened previously and someone put some sellotape round it. The straps on the bed part had already been removed and someone had also already put the legs on so I believe this bed had already been built and sent back! I wouldn’t have minded if it was repackaged properly. Just a bit disappointing when spending over £1000 on a sofa bed

Delivered right on time, easily assembled in an upside down house, so could go upstairs to living room easily etc.

Green velvet sofa looks rich , is comfy and supportive and easy to get up from with my wonky knees.

Really disappointed I bought (saved up for) the blue rebel three seater sofa because of the advertisement of pet friendly fabric. This has been the hardest sofa to clean that I have ever owned, small hairs get trapped in the fabric and are impossible to hoover, wipe or lint roller out like others have said. It’s constant cleaning and never looks good. Feel very much like I’ve been miss-sold.

Arrived as agreed…. Perfect sofa bed for spare room, the base is somewhat on the heavy side but that’s to be expected, we did manage it up the stairs ok though and we are both in our 60s so not impossible lol… went together like a dream and exactly what we needed for an occasional over night stay for members of the family

Terrible after sales customer service. Two stars purely because a manager apologised and I was awarded compensation.

Have had sofa for a day now very please with sofa. It is easy to out together and comfortable . Once I have footstool I will be changing rating
Ordered a sofa and footstool due to be delivered 8th august. I got a text that morning from delivery company stating It hadn’t been delivered . I called up snug who told me the sofa was at the warehouse and the stool wasn’t and that they couldn’t send out part of an order. I agreed to just take the sofa and was assured it would arrive 100% on Friday . I had no text from delivery company on Friday so called up snug there had been miscommunications and they arranged for a delivery today between 8-12. Just had a text from delivery company to say my order hadn’t reached the warehouse. Where my sofa is I do not know . I have already paid at least two instalments for this furniture . I am extremely concerned they are taking money but not sending out sofas at the moment. I will be calling
Had text to say it will be delivered . Have delivered now. Overall happy but there is a small pull in the fabric

Great selection, very reasonably priced and lots of pictures to help choose. Easy purchase process and able to select delivery (slight gripe that free delivery doesn’t cover our area, although we are mainland UK…Highlands has a charge). Arrived on time today, delivered in individual, clearly marked boxes. Took only 20 minutes to assemble. Great quality and very comfortable!