Customer service a joke!

I placed an order on 6th January for a bed and mattress. Before finalising the order the salesman, Winston, said it would come as 2 separate orders. I said that was no use as needed the 2 to be delivered on same day as couldn't waste 2 days hanging about from 9 - 6 waiting for deliveries so not to bother would get elsewhere. He was adamant that it wasn't a problem to co-ordinate deliveries to the same day and that I would be contacted to arrange.
I then got a phone call from the mattress company saying they would deliver on the 17th but I had to ask them to put on hold as hadn't heard anything about the bed being ready. I phoned the Croydon store on the 16th and spoke to Winston and asked him if he could find out when the bed frame was likely to be ready for delivery. He phoned back and said it would be the end of the next week at the earliest that I would have this information. I asked if he could contact the mattress company to say this as they had told me that Paul Simon would have to re-arrange delivery. He said he would phone them to clarify and phone me back. He didn't. I then got an email the next day from Network 4 saying the bed frame would be delivered on the 19th so I phoned Croydon store to speak to him again but he wasn't there. I spoke to Hannah and asked her to check if the mattress could come on the 19th. She phoned back to say no it couldn't but it could come on
the 24th. I said that was fine and asked if she could contact the bed frame company to try and change that delivery to the 24th also. She seemed totally clueless and kept confusing the bed frame and mattress but I was confident she had eventually understood and she left a message saying I had to rearrange bed frame delivery myself so I did that.
The bed frame came on the 24th after lunch so I phoned the mattress company to find out if they could give me an indication of when mattress was coming as in did I have time to pop out or not as I had been in all day. They informed me the mattress re-delivery hadn't been re-arranged.
Phoned Paul Simon yet again and spoke to Winston who said he would phone me back after speaking to mattress company. He phoned back and said was up to me to arrange despite it supposedly having been done by Hannah on the 17th and my being assured that all sorted out and arranged. No apology for his not phoning me back on 16th which I raised nor any explanation as to why he insisted that it was all not a problem to do when placed order.
Basically by that point I was sure that all he was interested in was getting his commission and not the slightest interested in customer service and would have said anything to get the sale and then Hannah was equally as uninterested in customer service as it wasn't her sale and she wasn't getting any commission so why should she bother either. I asked to speak to the manager.
I spoke to Fran who was most sympathetic and agreed that the situation was unacceptable (I had a child expecting a bed and had dismantled/disposed old one as was assured both frame and mattress would be delivered on 24th). She offered to have the mattress delivered to the store and redeliver on a Saturday or evening so i didn't have to take any more time of work (which was why going to cancel when ready to order as was not prepared to take 2 days off work for a bed). She asked me not to do anything about having to go and buy inflatable airbed until she phoned me back. In the meantime I phoned mattress company to arrange delivery to the store as discussed. This was arranged for Tuesday. Fran phoned me back and said she had spoken to them and that was what was agreed - the mattress would be delivered to the store on the 29th and she would phone me when it arrived to arrange delivery in the evening. I asked if it was possible to get a display mattress from the store until the 29th and she said she had spoken to area manager about the whole fiasco but she wouldn't agree to that. I asked if she would get area manager to phone me to discuss as when I mentioned was of a mind to cancel whole order Fran replied area manager had said that wasn't an option as it was on my contract that I couldn't cancel? No phone call from area manager.
I phoned yet again on 29th at about 7.15 as I hadn't heard anything about the supposed redelivery. I was told Fran was with a customer and would be a few minutes so I left my phone number and order number and asked that she call back. No call so phoned just before closing time but phone rang unanswered.
Emailed head office customer service at this point!
Spoke to manager Claire who blames courier and says mattress lost but another one will be received and delivered next day. Mattress eventually received 2nd Feb. Manager supposed to call me to discuss but that is now 3 days ago without contact and no response to email to custmer complaints dept after a week either. They are obviously assuming now mattress received everything is fine without addressing customer service issues re incorrect information, unreturned phone calls and offical complaint which wanted answers to. Needless to say I am not impressed and wanted to know what, if anything, they proposed doing to put right. This was just a catalogue of errors and bad customer service/untrained or uninterested staff and I have never experienced anything like it! I am still not happy about sales staff saying something and then not doing it or giving out incorrect information then this is compounded by area manager not interested and assistant manager (who I thought was reliable and understood why I was so annoyed) then also not calling back or keeping me informed that there has obviously been yet another delay. Who knows, maybe the message was not passed on to her but I stressed it was a complaint she was dealing with so you would think the male who answered the phone would have passed on but as customer service does not appear to be a strength nor indeed high on anyone in the organisation's agenda maybe not!
A quick search on forums brings up countless similar experiences and if I had read before making the purchase I never would have even visited the store. I had hoped that customer service at their head office may have actually cared about customers experiences and would contact me to resolve but obviously not so my very negative experience is now being added to the long list of others published on the web as warning to other unsuspecting future customers.
Don't do it! Go somehwere/anywhere else they are a shambles and a nightmare

Misleading Customers. Never Ever Use again

I Purchased a wardrobe from Paul Simons, end of Nov. 2012 for delivery Jan. 2013. I is a four door wardrobe where one side had one shelf and a railing and other got one sheld, railing and few small shelves. I asked sales girl if this is what I will get for the price displayed and she confirmed as yes " This is exactly what you will get".

I took picture to show my wife, paid and waited for delivery just to find both side only came with one rail and a shelf. On making a formal complaint, head office told me to pay extra for extra set of shelves in the other and told that they display to show varations and told I was advised about this which is completly a lie.

Do not buy from Paul Simon!

We bought a coco sofa and cuddle chair from them with their insurance just over 2 years ago for just over £1200. Over time the sofa and cuddle chair became lower and lower and and the arm cushioins mis-shaped and unsightly. We put in a claim through the insurance. The assessor came, tried to improve by "plumping" the cushions which we did every 2 weeks or so anyway but no real improvement.

The report was filed and the insurance company came back and said that the "feather" filled cushions were not covered and as it was all down to "compacting", it's not covered anyway. The Ts & Cs of the insurance contract did not say that feather filled cushions were not covered so I put them straight on this and they said this was an error.

So I called Paul Simon head office and they asked me to complain in writing. I did and received a letter back saying they couldn't do anything. Not even replace the insides of the arm cushions (which was the sort you'd get in a cheap pillow and once it's out of shape, cannot be returned to it's natural shape). Seriously, if they'd just replaced the filling on the arm cushions, it would have cost them next to nothing and that would have appeased me!

I'm no pondering processing a claim through the small claims court as I'd say the sofa was not fit for purpose. It's had average traffic although the cuddle chair is only really used when people come over so low use on that. I purchased via Barclays finance which I paid off early but am also pondering contacting them for advice. They probably won't do anything as it's all paid off though.

The store manager was distraught to hear about my complaint but said he was powerless and that I had to go through head office who quite frankly were rude and useless (spelling on the letters was awful).

So basically, Paul Simon sell poor quality goods and have awful aftercare. Don't waste your money on their insurance policies either.

You are better off buying a cheap sofa from Tesco, at least with that you don't expect it to have a long lifespan.

WORST SOFA CHAIR EVER, VERY BAD CUSTOMER SERVICE!!

my father bought a milan italian leather chair, in august.
delivery was over a week late. and delivered in middle of october.
i noticed on the same day that the recliner was not working, it was actually a big task to put the recliner back in position, and after a few days the whole structure of the chair seem to be unstable.

i phoned direct to paul simon in hayes, middlesex, and on all three occasions they did not get back to me, i was told the manager would phone me but no response.

so one month later i wrote an email to head office, and 10 days later i got a phone call to state that they are sorry and that due to bad management errors have been made!! they stated they have new management now....
anyway 2 months late and i have had an unusable chair and asked for a refund because it took too long and awful service.
i do not want a replacement or them to fix chair, they made me wait 2 months and counting.
i have contacted my visa card and opened a dispute, hopefully they can resolve problem and get my refund, under sales of good act i gave them ample time to fix situation and now its too late., it was after nearly 2 months that they contacted me.
order number: 00007246
price paid: a whooping £684 with insurance.

you can not make a customer wait for that long!!

Paul Simon I don't think so

My experience with Paul Simon I ordered two beds 2 mattress and a dining room set
The beds turned up without the mattress I had to wait another 2 weeks for them 1 head board had to go back as it was damaged that only took 2 months to sort out and my dining room set still hasn't turned up and won't be until November now , this company are quick enough to take your money but not quick enough to deliver the goods and if you do have a problem they won't phone and tell you what's happening its only when you go back to the store yourself you then get told NEVER AGAIN

This is not a reputable company!

We took possession of a bed from Paul Simon in March. Went away on holiday for 2 weeks, when we got back and were sleeping on the bed for awhile we noticed we seemed to be falling out of bed. After about a month of this we lifted the mattress up to see what was going on and noticed dampness and staining to our brand new mattress! We also noticed that the sides of the bed were warped. We went in to complain to the staff at Paul Simon and they gave us the run around for a couple of weeks about showing up to investigate our complaint. When they finally showed up and took pictures and sent off their findings to the company, we got a letter back stating that the bed was warped due to us sweating on it! Not only is that offensive to us and not true, a bed that can't even stand up to sweat is not fit for purpose! Upon further investigation I have found that beneath the liner, there was all sorts of mold growing and cobwebs! They took a frame that was left outside to get wet and moldy and covered with filth to be reconditoned with new lining etc to cover it up all up and passed off as new! They don't seem to care that this bed has made us sick for the past 3 months sleeping on it. Has ruined our brand new mattress because now mold has started growing on the underside of our mattress. We are now having to take this shoddy company to court to get satisfaction since they will not admit to any fault but just blame the consumer. I'm enclosing photographs to show the next unwary customer what they may have to face if doing business with Paul Simon!

Peeling back the lining and exposing the mold and cobwebs they tried to cover up

This is showing the dip on the side of the bed, both sides have this!

Upclose of the different molds and cobwebs!

Peeling paint from the hydraulics inside the storage compartment of the bed

Staining and mold growth to the underside of our mattress from this bed

Sent wrong item, then having to wait, wait, wait, wait, wait

We ordered a black sofa, and black snuggle chair from the Gillingham store in February 2012, They arrived in April, but the snuggle chair arrived in (brown) spoke to Store who said the manufacturer had made the mistake, and that the chair would have to be made, which could take up to 5 weeks again.
5 weeks later we contacted store only to be told after chasing the Manager all day, that the chair had not been made, and we were to wait a further 5 weeks.
Trying to speak to someone in Paul Simon who cares, is impossible. They only deal with complaints through e-mail, then they write back to you and state it will take ten days to look in to the issues raised.
My advice is stay clear.

Paula Howson-Green found this review useful

I would give a zero star if that was an option

Terrible experience. I have been sleeping on a faulty bed for about six months, not once they were of any help. I hate this experience very much. I regret buying anything from them and I hope no one I care for goes through the same experience. Not once they even apologised for the suffering me and my husband have to go through everyday because of their lack of service.

Paula Howson-Green and Lashone Lashone found this review useful

Brilliant Buy

I purchaced two pairs of curtains several weeks ago,i was a bit sceptical because i couldnt see the quality but i neednt have worrIed.They were delivered quickly at no cost and they look beautiful,very well made and lovely qualityThankyou so much,I wouls recommend you to friends and family