Lucy is the gift that keeps on giving. Helped us from walking into the store to sitting down with a card machine, all without being annoying! Wishing her the very best and a happy new year! If you visit, make sure to find Lucy!
I’m writing this review after my whole experience - it’s as honest as I can be and this is to help others not experience the same we did. First of all - don’t just trust the reviews you see on trustpilot, do the proper research. Check out the comments on Facebook and Instagram posts and you’ll instantly realise you don’t want to purchase from this company. I made this mistake and we regretted it. So we went out looking for a new sofa - we tried a few of the shops around and settled on a sofa from NCF in Birstall. It was the Belfast Chaise in Green velvet. We paid £1500 for the sofa + the cover and delivery charge. It worked out at about £1800 all in. Honestly the service in store was good, the guy who served us and walked us through the order was sound and we went away feeling happy with the purchase. It was late September when we ordered and we had confirmed a mid October delivery date. The idea was to get the sofa before Christmas as we have family coming over and wanted it to be new and nice for everyone, so mid October worked for us. I received a delivery date via text from NCF, this was the first week of October - it said 24th October (great, can’t wait to get our sofa we thought). After that we heard nothing from them, so I emailed the company the day before said delivery date to confirm. They advised it would be into their warehouse on 24th, but this didn’t mean it would be delivered. I thought okay, we’re still on for a couple of days after. I then did not receive any communication for around 5-6 days, so again I emailed the company. The reply then said we’re delaying your delivery to the 25th November, so another month after the so called delivery date. I was frustrated, we had got rid of our previous sofa, and really it felt like they were taking the mick a bit. No communication or proper apology, and I had to email to confirm it was delayed. We tried to ring through multiple times, but they ring straight through to answer phone, this is obviously because their phone lines must be ringing non stop because of delays and issues they’re created. The only way to contact is via email, and the replies takes a while to come. So after not being able to get through we went into the store. I went in twice to discuss why it was delayed and whether they could guarantee the new delivery time. The store advised they cannot contact the offices, they also had to email. But someone would ring me to discuss. They never confirmed a guarantee, simply stated it would be delivered then. It all felt a bit fishy. So I started to do a bit more research and found myself on the Facebook and Instagram pages, and my god the comments are simply hundreds of people complaining about the customer service and not receiving their products, or items being damaged on delivery, with customers being blamed. So at that moment I decided I didn’t want anything to do with this company, it felt like problem after problem waiting to happen. We sent a formal cancellation email, they responded with an email that stated if we cancelled it would 50% the total order! 50% for an item that they failed to deliver in a reasonable time. It went back and forth, they offered no sympathy, simply kept saying it would be 50%. I never acknowledged the fee, and sent multiply emails stating why I was entitled to a full refund and why I could lawfully cancel the sofa, even though I’d signed a contract. Eventually we opened a chargeback with the bank and can confirm it has gone through this week. We received no response from NCF. But are happy we don’t have to deal with this company again. I would suggest you do your research before buying and don’t make the same mistake we did. There are plenty of better companies who will offer genuine customer service and better made products. It will save you months of stress, and probably money. They ask for reviews of the customer service in store, the staff are lovely on the shop floor so thats why they have high ratings online. But don’t be fooled, they’re one of worst companies I’ve had the pleasure of dealing with.
I visited the store today looking for a dining table and chairs. We was approached by Arif, who provided exceptional customer service. He was very helpful in assisting us in all aspects. He listened to us and answered any questions we had. He was very patient and we felt very valued as customers attending the store first time. Thankyou so much Arif, for an amzing experience in store, a great team member you have with excellent customer service..
I visited the store today and was helped by Shaun from Leeds — he was absolutely brilliant! He was friendly, patient, and really knew his stuff. He took the time to explain everything clearly and helped us find the perfect sofa without any pressure. Outstanding customer service — couldn’t have asked for better. Thank you, Shaun!
Amazing Service and Perfect Sofa thanks to Lucy! (Charlie from York) I recently took my mum to NCF in Leeds to treat her to a new sofa, and we couldn't be happier with our experience! We were instantly welcomed by Lucy, and her customer service was truly outstanding. We had our eye on the beautiful Veneto sofa, but we were worried because we have some tricky measurements that make finding the right size a challenge. Lucy handled the situation like a pro—no fuss, no pressure. She quickly found us the perfect corner sofa configuration that fit our measurements exactly. On top of her professionalism, she was genuine, decent, and an absolute laugh! She made the whole process fun. We decided to "do the rounds" and check three other sofa stores in the retail park, but honestly, we just wanted to get back to NCF. The service, quality, and positive atmosphere simply couldn't be beaten. My mum is now counting down the days until her new sofa arrives, and the process was so incredibly easy. Lucy is a massive credit to NCF, and all the staff we encountered were fantastic. Thank you so much for making this a seamless and joyful experience!
Ordered my leather chesterfield at the store having not seen any of the Google reviews. After ordering, I had a mild panic at some of the horror stories. I needn't have worried. Heard from the delivery company to arrange delivery fairly soon after and although I would've liked more aftercare/followup up from NCF it didn't really matter. Sofa arrived on time and the delivery team took it carefully upstairs without any issues. The sofa was prestine; no marks or scratches.
I was served by Shaun, experience was outstanding. My furniture delivered on time with no issues and all of it looks beautiful including the bed. I had absolutely no issues with any of it. Would highly recommend. Well done Shaun, you were great!
Terrible experience. The customer service was very good before I'd made a purchase but since handing over our cash they couldn't care less. The delivery charges are ridiculous which were mentioned after we had fallen in love with our chair (apparently heavily subsided was the answer when I queried it?). We foolishly agreed to pay £50 for the care pack which was out if stock so we would have to come back to pick up, yes drive back to pick it up!!! I asked if it could be delivered with the chair as we don't live very locally to the store but we're told this pack could only be picked up from the store to which I then asked if the store could post it out to me but that kind of customer service is not company policy. Each email I send takes roughly 2 weeks to be replied to. I have asked for an email of a senior member of the organisation so I can escalate the issues but was just given the email address I have already used. The delivery men were also rude and unhelpful. I wish I'd read the reviews before buying from this outfit as I don't hold out much hope if the chair becomes faulty. Stay clear utterly awful.
Cameron was more than helpful, down to earth and very honest. He made us feel at ease and comfortable from start to finish!! Excellent customer service skills. Thank you Can't wait for sofa to arrive
Ncf living is located at Gelderd Rd, Birstall, Batley WF17 9AD, UK
You can find directions to Ncf living by following this map link
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