HSL reaches 10,000 Trustpilot reviews and wins top ranking for a UK home furniture business – Retail Times


Yorkshire-based furniture manufacturer, HSL, is celebrating its 54th birthday this year, and with the company exceeding half a century of being in business, they have hit yet another exciting milestone.

On the 14th June 2022, HSL reached 10,000 Trustpilotreviews and the brand is now the highest ranked UK home furniture business*, with 92% of their 10,000 reviews being of a 5-star rating.

Back when the HSL journey began, it consisted of founders, Jeffery and Patricia Burrows along with a local tradesman. The couple grew their business through sheer hard work and determination, drawing on the long-established joinery and textile skills of local craftsman and women in Dewsbury. Fast forward to today, and the business now employs over 500 members of staff, with 53 stores across the UK. 

The 10,000th Trustpilot review came from yet another satisfied customer, who commented on HSL’s excellent in-store customer experience, praising the ‘excellent service’ and guidance that they received during a recent visit to the Romford store, where they purchased a Fireside chair. 

HSL started their Trustpilot journey back in May 2017. Looking back at the reviews from over the years, the consistency of satisfied customers expressing their appreciation for HSL’s impeccable customer service shines through, and it is clear to see that HSL’s customer service team never shy away from going above and beyond for their customers.

A repeat customer also took to Trustpilot to share their in-store experience at a local HSL showroom.  The happy customer detailed a positive experience from start to finish, sharing that the store staff made her a cup of tea. Following the delivery of her new chair she said she would ‘definitely recommend HSL to anyone.’

A carer of an elderly woman also expressed her appreciation for HSL’s seamless and caring customer service team, from the customer service department to the delivery drivers. The carer went on to describe the level of customer service as ‘exceptional’ and would not fail to recommend HSL.

Deborah and William Burrows, owners of HSL, commented: “Delighting our customers is at the heart of everything we do and achieving the milestone of 10,000 reviews is a huge testament to that. We thank all of our customers who have taken the time to write about their experience – we truly appreciate it.”

Guy Critchlow, CEO of HSL, commented: “With a score of 4.9/5.0, we are the highest ranked home furniture business in the UK on Trustpilot – a fantastic reflection of the dedication and hard work of our team at HSL.  Time and time again our customers applaud our incredible service in store, in the home, for the quality of our products, for the service on delivery and our customer care, something we’re all really proud of.”

With more than 50 years’ experience in posture support, the family-run business brings together occupational therapy expertise, British craftsmanship and unique design principles, to ensure all its customers enjoy maximum comfort and style. 

To ensure that they help promote good posture, each HSL sofa, chair and bed is carefully crafted using CleverComfort™ technology, which has been developed through expert research into the ways in which people sit, sleep, stand and move, to provide expert neck, back, and hip support.

HSL also offer a specialist 7-Point Seating Assessment™ which considers individual customer needs and requirements to find the right chair or sofa for them. The 7-Point Seating Assessment™ can be accessed in any of HSL’s 53 Comfort Stores nationwide, or by arranging a home visit with a Comfort Specialist who has been trained by an Occupational Therapist.





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Yorkshire-based furniture manufacturer, HSL, is celebrating its 54th birthday this year, and with the company exceeding half a century of being in business, they have hit yet another exciting milestone. On the 14th June 2022, HSL reached 10,000 Trustpilotreviews and the brand is now the highest ranked UK home furniture business*, with 92% of their 10,000 reviews being of a 5-star rating.…