Paulsimon reviewed by

Sutton, GB

8 Reviews

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trustpilot stars

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
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