Riva Paoletti Reviews 8

I have been a Costco member for a number of years. I've always shopped in store and I've never had an issue, in fact I enjoy shopping there.

Unfortunately, I've had a not so good experience with online shopping. I have wanted cushions on my bed for ages and found it so difficult to find exactly what I wanted, nonetheless, I decided I need a throw for my bed as well. I went in store and found the perfect throw, which once again prompted me wanting to have the cushions.

As I got the throw in store and seached the store for the cushions they weren't readily available in store but were online. As I was about to pay for the throw along with other items I stood in the queue and ordered a set of rust 55cm Paoletti cushions.

I ordered the cushions on the 21st of October and they were meant to be delivered within 3 working days. On Thursday a delivery came which was impressive.

I saw nothing in my home that indicated that there was a delivery. It must have been about 9pm after I'd settled and checked my email that I realise a parcel was delivered. I went to my safe place and retrieved the cushion wondering why the bag felt as light as it did, but assuming they must have vacuumed the cushions for them not to be so puffy.

When I ripped the bag opened I realised it was only one cushion, to my disappointment. Nonetheless, I assumed the other cushion would have arrived the Friday but started using the single cushion straight away. No delivery came the Friday or Saturday.

Late afternoon on Saturday was when I called Costco Customer Service and in essence got nowhere as the suppliers were closed, so there was no resolution. I was told an email would have been sent to me no email came.

On the Monday I called Costco again and the rep was somewhat more helpful, also expressing that she saw that I'd called previously. I explained the issue and was told again that an email would be sent as she had spoken with the supplier.

Now, the feedback from the rep is that the supplier admits their error and wants me to return the single cushion. They would send me a returns label and I should then take the cushion to the returns hub. Needless to say I declined! I explicitly expressed that time does not allow me to do that, but what they can do is have a trade done when the delivery driver comes with the other two, or they can send me one single cushion and that will be the end of that.

They declined being adamant that I should take the cushion to returns. In the end I rang Paoletti who were more or less insisting that I take the cushions to Evri as that's what needs to be done. In the end getting nowhere I resorted back to Costco where I'd spent my money.

Costco disappointingly reiterated that I have to return the cushion to the Evri, I declinedbto do that as i just do not have the time! I don't have a problem with them having the cushion back my issue is having to go out of my way to take a cushion we would have had no issues with had they sent both cushions.

I expressed to them that had this been Wayfair or even Amazon an apology would have been issued and the cushions would have been sent to be received the following day with them also allowing me to keep the other cushion as a gesture of goodwill. Not that my intent is or was to keep the cushion. Costco sent me an email telling me I have to take the cushion to the returns because that is just what I have to do!

Now, the situation isn't salvaged. In the end they said that they would send the cushions out still wanting me to take the other one to Evri. Normally when I have a delivery from Evri the parcel is left in my safe place as I work. This delivery driver came on Friday and left with the cushions without leaving them in my safe place or with a neighbour which all the other drivers do, on Friday while I was working!!!!

So now I'm over a week without Cushions I paid for while none of this is my fault! There was a generated email that the cushions will be reattempted for delivery today Monday the 3rd! Why has the driver not turned up after I took time off for these ridiculous cushions?!!!

I owe Costco or Paoletti nothing! They owe me and I feel as if I've done something wrong with the way I've been treated.

At this point I don't even want the cushions anymore because they're just a source of upset! I will be taking them straight to the charity shop as soon as they arrive and I'll never make another purchase online from Costco! My in store shop will also be very limited until I can find a replacement for the items I generally purchase there! Paoletti you're just as bad as this was all down to you!

Received silver Paoletti silver crushed velvet curtains 2 pairs and quality was very poor and thin lining definitely not worth £229.00 . Returned back on 10/10/2025 and still not received my refund the customer care is awful and considering the amount to be refunded. Definitely will not use Debenhams again.

Ordered two cushions from Debenhams which came from Riva Home/Riva Paoletti. The wrong colour was sent, to that which was on the invoice so tried to return via their instructions on invoice and on their website, but it keeps coming up I have the wrong order no., but it's the only one `I have. Contacted Riva Home and they say I have to go through Debenhams, but Debenhams just aren't replying. As I paid through PayPal I'm going to open a case to get my money back If no Joy this weekend, as Debenhams' feedback is just as bad if not Worse that Riva Home especially where refunds are concerned! Absolute Shambles!

I bought a mattress from Harvey Norman and received a bedding voucher for £150. With this we purchased a Paulette Duvet set (super king). This was in November 2023. It was used once in December, washed and put away. It was used again in September, washed again and then noticed one of the pillow cases had came away at the seam, frayed basically. In my opinion, not sewed well. I brought this back to Harvey Norman who said they couldn’t exchange it after 30 days even though I explained it was obviously faulty. I then contacted Riva Home who supplied the item, explained what had happened. They requested a photo, which I sent, then said they were ‘unable to provide a refund or replacement due to the time that has lapsed’. Not sure why they asked for a photo then . I responded and asked if they only expected their products to last less than 11 months to which they replied ‘as this order/purchase was not placed with us we are unable to assist with your query’. Again I’m not sure why they didn’t state this before asking for further information and requesting evidence.

I have purchased many duvet sets of various quality and prices and not one last lasted less than 11 months (even though it was only used and washed twice). I have Christy bedding that is over 10 yrs old and still going strong. I suppose it doesn’t matter what price you pay, it doesn’t necessary mean quality.

I would avoid any Paoletti products made by Riva Home. I know I certainly won’t be purchasing any again from any outlet.

Do not buy from this company!! Bought a bed set, but when it arrived the colour was not as shown so wanted to return it. Was informed I could for the price of postage... I believed this would be £2.99 as that's what I'd paid for delivery... They took £8 out of my refund!!!!
Absolutely disgusting customer service!!
From these reviews, looks like a few others have had problems too

Ordered a cushion which was supplied by this company riva home based in Seacroft in Leeds, they sent the wrong one so I contacted them via email for it to be replaced and they said I'd have to send it back for a refund only? As the wrong product code was apparently on the cushion and their computer system cant allow exchanges as they would send the wrong cushion again apparently? I then said this isn't good enough I'm full of flu and won't go out anywhere like this at least let me swap the cushion with the courier for the right one but no reply since , very rude and not professional enough in my opinion. Hope they go jobless.

Have been trying to get a refund now for nearly a month after receiving the incorrect products. Have tried calling, emailing and even messaging on social media with no response. Telephone number provided have repeatedly tried to get through but have not got further than the hold music.

It took around 3 weeks for me to get a refund for something from this company. I had to call 3 times and was put on hold and passed over to different departments. I will not be shopping from them anymore