Shocking how a company can be successful with such poor customer service.
I was slightly dubious about placing an order as there was no information on how long it would take to be delivered. However, I went for it as I had seen that the product had recently been advertised as ‘in time for Christmas’. I assumed that I’d missed this window but they would be delivered shortly after. It wasn’t until the order was complete and the payment processed that the delivery date was shown, which happened to be in almost 5 months’ time. I understand that things can take time to make if they’re not in stock, which is fair enough, but I didn’t want to wait that long, so wanted to cancel my order, this is when my problems started. There is a phone number on the website but this is just an automated message telling you to visit their website and make an appointment to speak to a member of staff. However, when I tried to do so, the next appointment was in 6 weeks time! The other option is to fill in a form on the site which they claim they will get back in you in 24 hours. I’ve filled in 3 such forms over the last week but am still waiting to hear back. I’ve also emailed them with no reply. It’s a real shame that their customer service lets them down so badly as they have some fabulous products at great prices.
I would firstly like to extend my apologies for the delay to your initial email and that it may have caused concerns regarding your order. It is our aim for customer service to respond to customers within the given 48 hours however being that it is the Christmas period, there are high volumes of queries which as result may cause a slight delay in response. That being stated during our telephone discussion this afternoon, I explained that the delivery date that has appeared in your customer account is in accordance with our standard delivery of 10 to 18 weeks that appears in the terms and conditions as well as delivery section of the website.
Nevertheless the chairs ordered were apart of Christmas campaign in which I stated I would follow up the matter with logistics department on the likelihood of having specified chairs available in stock. In addition we have arranged to discuss the order further next week after I receive an updated response from the logistics. Thereafter I expressed that I am open to any decision you wish to make regarding your order.
I apologise for the confusion regarding the order and concerns that were raised.
In addition I look forward to discussing the order with you next week and having the matter resolved shortly.
Kind Regards, Laurie-Ann B. Customer Relations Advisor