HSL Hull 79 Clough Road, Kingston upon Hull, Hull HU6 7PL

"First class visit to finalise our recliner soafa Purchase, on both our visits we have been truly well looked after by Terry, thank you."

"What a great experience !! Yvonne was lovely very patient, very knowledgeable even free tea and coffee? My friend got what he wanted so he came away very happy. Wouldn't hesitate to recommend them."

"What a fabulous experience buying a three piece suite. Excellent customer service. Very experienced staff who have been trained to the highest standards . Their knowledge and patience is so reassuring and outstanding. A very warm welcome from their friendly staff and most importantly understand the need to give the customer space and time to look around at their own leisure and offer advise when asked. We went back several times before deciding and each time where warmly welcomed with an offer of a nice cup of coffee and chocolate biscuits. We are so looking forward to our new purchase knowing the comfort we need is worth every penny we spend. Many thanks to all the lovely staff at the Hull branch. Each and everyone we met and gave us advise you where all brilliant . Brigitte and Norman."

"Very helpful assistant, we where never rushed or pressured into buy anything. She showed us lots of options until we found what we wanted , even rang the manufacturering office to solve a query we had. Delivery guys called 15 mins in advance of arrival , when they arrived they put cover shoes on and put down lots of cardboard to keep carpets clean, also they kept to the covid protocols. Thank you"

"I am a deaf person, living in Hull. I recently visited the Hull branch of HSL to order a new bed for my mother. She wasn't feeling very well so I had decided to complete this whole transaction on her behalf. I had some cash saved up (which I had been saving for my children's Christmas presents), so I would make this purchase using my own money (in cash, not by cheque or card payment) and my ill mother would later make a bank transfer to me for the cost of the bed. I carried out this process, I paid and signed for the bed (which I still have all the documentation for) to be delivered to my mother's house in Coventry. Sadly, 2 days later, my mum passed away so I contacted HSL to cancel the whole transaction as the bed would no longer be needed. Sharon, who is the head of customer services at HSL, agreed to refund me the full amount of the cost and cancel the delivery. She was well aware that I paid for the bed in cash as there were two staff members present at the Hull store when I made the initial purchase who witnessed me counting all the notes out on the desk. There will also be CCTV footage to reinforce this. Whilst in the store, making this transaction I was wearing a face mask to follow Covid19 Government guidelines. As a deaf person, this makes communication even harder than normal. When I returned to the store where I made my purchase and requested my money to be returned to me, I was shocked to hear that they refused to give me my money back. They said the refund would be made to the person whose name was on the delivery address, my mum, and not myself, who actually paid for the bed. This was not made clear to me at the time of the initial purchase. BSL is my first language and I do not fully understand when being spoken to in English without the help of an interpreter. Sharon did not seem interested that I was losing my money and said she would send a cheque to my mum's address and make it payable to my dad. My dad is himself deaf, has learning difficulties and cannot read very well. My sister (who lives in Coventry) dealt with this situation on his behalf and at the same time, took my money. After the poor way HSL dealt with this situation, I will never shop with them again. I have used their services many times in the past. I am very disappointed in the way Sharon and the staff in the store have dealt with this and feel they all need some sort of training in how to deal with deaf people and people for whom English is not their first language. I had no interpreter with me, so I put my trust in the staff to be able to deal with this properly. Please read this thoroughly before you part with your money when dealing with this company because that is all they want and their after sales support is appalling. Sharon is saying this is not their problem and is following company policy. I came into the store, paid with my own money, which now, they will not give me back! I signed my name on the documents which I still have as proof. This whole scenario has been very upsetting for me and my family after recently losing my mum and now my money thanks to HSL, causing all of this at a very sensitive time for us. I find it very sad that Sharon as head of customer services refuses to help me in this matter. I intend to report this matter to Disability Discrimination and failure to solve this or make reasonable adjustments to relieve this matter, the police and other relevant authorities will be informed."