poor courier service, damaged goods, lacklustre approach to dealing with complaints
FFX courier delivered it to No 85, (I live at 79) without our permission. We eventually found it but only after searching around the street. When I opened the box the single chrome towel rail had a serious bend in it and looking at the packaging I can see why. Only bubble wrap and no hard polystyrene to protect it during transit. FFX then asked me to email a photo of the damaged goods and said they would call me back. They didnt call as promised but emailed , so I had to call them and apparently I am recieving another towel rail at no further cost to me. Overall the experience has not been good so I wont be recommending them or using them again.
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We are sorry to read you are disappointed in the way we handled your complaint, I can assure you here at FFX we take great pride in our customer service and as you can see from the 1000's of reviews on this website this is a very rare incident. On this occasion we felt the easiest and most efficient solution to resolve your problem was to ask for a photo of the damaged item (to send onto the courier) and send a free of charge replacement. As you sent your email at 20:28 Friday night we then read this first thing Saturday morning and responded 8am as we did not think this was an acceptable time to call a customer. As you are aware your free of charge replacement is on its way.
We are sorry you did not feel this was satisfactory.