Ponden Home Reviews

I'm writing this as a two part review as I feel that within this last month and also being aware of what I personally went through, my review is in positive support of Ponden Home.

I'm a long standing customer of Ponden Home, whether online or in store, although since COVID19, I've not been able to get to my nearest store as I am disabled and shielding still. My online purchase on Wednesday 14th December was for emergency bedding. Whether making enquiries over the phone or placing the order, I received great service.

Goods should have arrived before 20th December, but this was the fault of one company and ONE COMPANY ONLY. EVRI UK Ltd, the carrier who previously was named "Hermes". For anyone not aware of this issue, EVRI (Previously Hermes) went in to some form of failure point which then became a critical failure across depots and drivers. From Late November onwards, the service from EVRI became concerning where goods were starting to go missing or be tampered with. Within the last few weeks, this became incredibly critical where goods have been reported stolen, lost, damaged, tampered with, abandoned in fields, etc. My package was reported missing, so decided to take action regarding EVRI and kept Ponden Home updated on this, because I know that Ponden Home are not in any way at fault here. A strong, legal email to the CEO of EVRI resulted in an email received yesterday which exposed a dangerous flaw in EVRI's customer service. no movement on goods, so the email I received from Evri after 6 different emails of varying excuses and promises, confirmed that my goods were somehow damaged and couldn't be traced, requesting I submit evidence of goods in question. Still awaiting that action.

Steph and the team at Ponden Home have been amazing with me. Firstly refunding the delivery charge because the CONTRACT between EVRI and Ponden Home had been VOID, then a day later because the goods failed to arrive, a full refund was issued without me needing to ask. From this point, I kept in touch to update on progress with EVRI.

I want to make this very clear to anyone reading reviews recently submitted. Customers have a right to feel robbed of their goods, etc, but this is not the fault of Ponden Home, this is the fault of EVRI UK Ltd and no one else. They have breeched contract law not only with Ponden Home, but many other companies who have given contracts to ship goods with. If you want to blame someone, Don't blame Ponden Home, don't scream down the phone at a member of staff, it's not their fault, Ponden home gave contracts to EVRI in good faith, like other companies. So, Concentrate on the experience of purchase, etc. Don't abuse Ponden Home online staff, they don't deserve this at all. The party who needs to be embarrassed beyond all point is EVRI, They are the party in question who haven't delivered your goods, or if they have, are damaged, not what was ordered and replaced with "interesting items", etc

I would willingly and without hesitation shop with Ponden Home again. I am told that Ponden Home are looking at a new contract with a different carrier.

If you are going to read reviews and just take the word of someone just because goods weren't received, then you need to think carefully about Retail, business and the supply chain. Royal Mail's strikes have meant contracts between suppliers and clients have meant switching to other carriers like DPD, DHL, FEDEX, etc, all snowed under and under immense strain. I am not supporting EVRI in this statement as what they are doing to companies and customers is not only wrong, but illegal.

What reviewers and customers don't realise is this. Carriers underperforming or failing in a critical manner such as EVRI, they cause severe damages to retailers like Ponden Home because the experience of supply of goods purchased has been compromised heavily. The customer feels the retailer is to blame, when it is not the case. With this, carriers who act irresponsibly cause irreparable damage to both customers and suppliers alike, meaning a retailer loses custom because the customer feels they can't trust the retailer. so the association between customer and retailer are damaged and it can take a lot to fix. . In ending my review, I fully support Ponden Home, I'm not an employee or professionally involved with Ponden Home or any of it's parent groups / parties, just a customer who can't stand to see a company I trust being hit with negative reviews because of a carrier.

Nightmare company to try and buy from. I was going to buy a cushion from them. Don't go there !!!??? Despite jumping through all their frustrating hoops I was unable to make a purchase!! They make it so difficult I lost the will to live. They don't want my money. Fair enough. I don't want your goods. I will find someone who does!!!

Very impressed with speed of delivery, reasonably priced curtains. Had to contact customer services by email and got satisfactory answer with 15 minutes.

I bought 2 pairs Luxury Textured Chenille Pencil pleat Curtains (£160).
They were 90" long for a full height drop in my lounge.
These curtains were of a very poor quality, with uneven hems and sides. The linings were sewn in incorrectly, and unevenly. Sadly I had them shortened to suit the actual drop, but made the mistake of not taking them out of the packet prior to taking them for shortening, why would we, we mistakenly trusted Ponden Home.
These curtains are definitely seconds, but at £80 per pair, were not sold as seconds. There are flaws in the material in many places, and they are shoddy. The store was not interested when we went back, because we had had them shortened without checking them.

How I wish I had checked the reviews before ordering would have saved myself some time and trouble! I ordered online and it was dispatched quickly but the colour was not as expected when it arrived so I arranged immediate return via Hermes. Still not had a refund after a month - website says 10-15 days. No phones are answered, still says 'offices closed'. You are directed to complete online email which no-one responds to. So tell me how do you get your money back? This is not customer service at all. I will never order from them again.

I Ordered some curtains and when they arrived they had a fault, so returned them via the method advised on Ponden home website.I ordered 2 more pairs so If they were faulty then hopefully I would have a back up pair. These were OK so I returned the unwanted pair via the same return method. I contacted ponden home via email as that is the only way to contact them regarding my return and waited 10 days for the 1st reply, I tracked the return online via hermes and the packages had been collected from my local locker. I contacted ponden home over and over by email asking where my refund was. The replies took anywhere between 5&8 days. I provided order numbers and tracking numbers as requested time and time again but still no refund. In the end I requested a chargeback from my credit card company as I was getting nowhere with Ponden home. Three days later after contacting the bank I get an email from Ponden home saying my refunds have been processed. Their customer service is non existent,I advise you to avoid their online shop. I will not be using them ever again.

absolutely awful customer service. they only decided to respond to my email when i opened a dispute with paypal. i made an order on the 21st of may & it’s now the 23rd of june & i’ve still not received my order nor have i received a dispatch email. luckily i paid with paypal & they are processing my refund. DO NOT BUY FROM HERE.

I wouldn't buy anything off this company, treated shop staff appallingly

Placed an online order. On the day of delivery I was at work so on the tracking I asked for it to be diverted to my neighbour. I got home from work and knocked at my neighbours and they didn't have it, looked around safe places and wasn't anywhere. Knocked on a few doors and no one had it. They use hermes who aren't contactable so couldn't ask where it was left. So sent to ponden home. This was 29th may and I am yet to have a reply from them! I am pretty much £60 out of pocket!

I have bought many items from Ponden Home both online and in store. Never had an issue until I ordered some curtains online. When they arrived they should have been a 90" drop but one curtain was 86" and the other 88". Luckily for me I need to take them up but had 90" been exactly what I wanted I would have been disappointed.

After seeing the difference in length I opened the ones I bought in store (3 sets) all with a 66" drop. The first set was 64" & 66", the second 63" & 65" and the third was 64" & 65" so none of them were as advertised. I can make a couple of sets up from the three but as they are opened and were in the sale they have a no return once opened policy. I will just stick to buying duvets and towels there from now on.

As others have written, customer services is none existent. Have written twice to them and received no reply. Parcels poorly packed In black plastic bags which then get ripped under transport and then the goods get damaged.

Exceptionally poor customer service, very slow and incompetent. A issue has been going on for months and still not resolved. Avoid.

We recently bought some blackout curtains and the staff in Northfield were really helpful in helping us determine the correct size and also very good with some other enquiries. I have bought from them for many years and am really sad that they close the Northfield branch soon. I will miss this shop.

Absolutely disgusting customer service by a staff member named penny at the woolwich store. Purchased incorrect items and needed a refund. Company very happily to the took money but when it came to refunding they refused. Appart from staff needing to be trained in customer service the products are overpriced and not value for money. Avoid!!

I have been going to ponden home store in Luton and they have always found what I have been looking for in duvet covers, pillows and cases, curtains etc. The prices are reasonable and the staff go out of their way to help you get what you want.

Recommend them to everyone