I have just received my bed from Archers - So far all of the service had been really good - they called the day after I ordered online to arrange a delivery date - bed came as expected however, on unpacking the bed which had damaged and extremely tatty packaging, we noticed that there were no fittings or instructions included.
I called Archers - they were extremely unhelpful and said they'd email the suppliers who would get the bits sent out in the post - I said this wasnt good enough but this was all they were prepared to offer. I asked to speak to a manager who proceeded to be extremely defensive and actually shouted at me down the phone - shocked and appalled are two very tame words for how I felt.
I have just written a lengthy email of complaint to the Head Office as they "do not accept complaints over the phone" they also apparently "do not compensate customers"
My main problem here is that nobody - Archers, their supplier or the courier - not one of the them was willing to properly apologise, try to resolve my issue within a quick period of time (apparently it is impossible to overnight courier parts!!!) or even accept accountability for the error that had been made.
I will be following up my complaint and will not let this go until I get a satifactory response from them.
Tonight, I will be sleeping on a mattress on the floor and this could be the case for several days - I am not happy!!
I ordered a bed & mattress on a 2-3 week delivery. Over 4 weeks later part of the delivery arrived. It took another 2 weeks and 3 more deliveries (with most of the chasing done by me)to get the complete delivery at my house. The bed frame I received was mouldy, the wood was literally black. Unfortunately the bed frame was then out of stock for the next 2 months (not Archers fault) so I cancelled that part of the order and just kept the mattress. I asked for compensation for the fact that over 2 months after my order I still didn't have the bed and I'd been put through a lot of hassle - they offered me a mattress protector or pillows. I explained that these were of no use to me. I was so fed up I wrote a long letter of complaint to the MD - Ian Archibald, detailing all the things that had gone wrong. In response I got back a very casual email from David Buchanan - ecommerce Director. He did apologise and offered me 10% off future purchases!! I explained that I would rather have a discount from the purchase I had already made. He then offered me a mattress protector. I explained that I didn't need one and would value a 10% refund more. This was back in August - I'm still waiting for his reply.......
If you value your sanity don't touch this company.
We have just purchased a beautiful Nickel metal bedstead from Archers and it is just beautiful. Such a lovely rich looking bed.
The choosing and purchasing was so easy and the bed arrived the very next day - service was fantastic.
I am so pleased with it and would definitely recommend this online company.
I bought a bed from this company and two months later the bed developed a fault. I reported the fault and requested a replacement bed, however I was treated like a third rate human being merely because I exercised my basic consumer right in not accepting a faulty good. It took me several agonising attempts via emails and telephone conversations with the worst customer service department in the world to finally get a replacement bed, but that only happened because I demanded to speak to the Manager, who himself was not so sympathetic to my situation either.
I will NEVER buy anything from this company again nor will I recommend them to anyone. So if you know what's good for you please stay AWAY from Archers Sleep Centre.
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