Reply from Saxen Ltd
[REPLY]
- Reviews (147)
- David Aldrich
- 1 Review
Good products, with quick delivery & good customer care. 5Stars
I was given Saxen's details at a recent trade show have tried out the Ergohuman chair from Mesh. Saxen's staff were very helpful, and arranged a speedy delivery, even getting me the prebuilt chair rather than the standard self build option. The chair has dramatically improved my back pain and I am letting everyone know!
- Malcolm Murphy
- 1 Review
Eaxcellent service
Bought a computer chair, so simple chair arrived about 12 hours after ordering it!
- Jennifer Pinkney
- 1 Review
Very efficient service!
I ordered an office chair from Saxen and within minutes received an email to say it was being despatched.
It arrived within the stated delivery time and was very easy to assemble. It is extremely comfortable and is used daily.
- JM
- 2 Reviews
Real Nice Chair!
Traditional Oak Wood and Leather Office Chair / The courier forgot to leave a card saying it's left at my neighbour next door. Great customer service at Saxen Ltd though. But hey! I got it!! great to put together. I am overall happy with it. Great height and system. Looks like to be the great looking and sturdy chair I wanted. I had to use my glue to have the screws cover sticking for some of them though. Other than that it does the job you expect. Well over £100 but solid pine. Had it for two weeks now touch wood it's all good! :-) Wish it will have a long-term life span now. All the best.
- mark dinnes
- 1 Review
Great products and service
The product is great quality accurate delivery information no stress
- Evgeniy
- 4 Reviews
Outstanding service! Cant praise enough. A++++
I bought a 'Enjoy' chair from Saxen 4 years ago and about a month ago some screws on the back have fallen out and the plastic part got broken. I have checked the website and realised that the chair could be still under the 5 years guarantee.
What I didn't expect is the speedy and professional service I received from the company (Chris Arkley). Following a few mins phone conversation and a couple of emails with Chris - he organised a very smooth pick-up -> repair -> delivery of the fixed chair. The whole process took only around a week.
If you are considering buying any of the products from Saxen - I would strongly recommend this company!
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- R Baker
- Fareham, GB
- 1 Review
Good quality and fast delivery
The new chair is a big improvement on my old chair in every way and the soft casters are well worth the small extra charge. The chair arms align well with the desk and provide good support when using keyboard and mouse. Would recommend this chair to anyone.
- G Allen
- 1 Review
Rare type of chair for a very reasonable price
I have searched widely for a traditional type of wooden desk chair that still had modern features: castors and adjustability. It was a relief to finally find one at Saxen.
I am very happy with the overall look of the chair, and it is relatively comfortable to sit in, but it's not quite as adjustable as I had hoped. I was also a little unhappy about small areas here and there where the wood was not properly stained to match the rest. The sleeve which hides the central column is also made from very cheap plastic that has some rough edges.
However, the chair fits with the character of the old desk I'm using and I'm grateful for that. The company was very good to deal with and answered my specific question about dimensions speedily.
- Arun Borman
- 1 Review
Extremely helpful and accommodating staff
Solid well built furniture. When I had difficulties receiving the order, staff were very helpful and polite when trying to rearrange delivery.
- Trevor Baker
- 1 Review
Fabulous product
Ordered in the evening, dispatched next day, arrived day after. 2 boxes because of the weight. Instructions were a little unclear, but final assembly proved I had interpreted them correctly after all. Product is solid and looks awesome.
- David
- 1 Review
Straight forward, no problems
Price was reasonable (and cheaper than some others), product was fine, delivery was fairly prompt and on-schedule
- Ben
- 3 Reviews
Good experience
I ordered 2 lanterns. They arrived damaged by the transport. The customer service was good and they sent me a new one quickly.
The fact the item arrived broken was a bit their fault from the packaging.
- John Wood
- 1 Review
- Rebekah Kearey
- 1 Review
- Nick Shone
- 1 Review
I only ever purchase our office furniture from Saxen these days - good value, great quality & top notch service !
I only ever purchase our office furniture from Saxen these days - good value, great quality & top notch service ! Having suffered terribly through dealings with another company who provide 'Furniture for use At Work' I see no reasone to look elsewhere. We are in a remote & rural location but it is refreshing that Saxen do not penalise us for this by imposing astronomical delivery fees - unlike many other companies.
- 1 Review
Good service/good product
Looked for ages to find suitable furniture for our new premises. Settled on Henley range desk, meeting table and some cupboards. very impressed with overall appearance of the product.
It would have been five stars, except the delivery drivers who also put the products together, left a bit of mess (although they took away the main packaging) and left a nice dirty hand print smack bang in the niddle of our newly painted white meeting room wall.
- Rory
- 1 Review
Fantastic quality desk
After waiting over a month for another company to deliver me a sit-stand desk I finally gave up and tried Saxen. I paid for the 24 hour service, and while I ordered too late to get it next day it did come the day after (this was made clear during the order process). The desk itself is really nice quality and wasn't too tricky to assemble. All in all I'm very pleased with both the desk and service provided.
- Brad Stone
- Leicester, GB
- 1 Review
POOR SERVICE AND A LACK OF CUSTOMER SUPPORT.
The company has made no effort to help me to resolve an issue I had with my office furniture. The delivery was very average, The desk was great but the walnut effect was unacceptable with worn edges and a piece of vinyl missing as if it was once display model. We had to doctor it ourselves before it looked acceptable. A tear appeared in the office chair. Saxen put together a story and said I had caught it on a sharp object such as my desk corner. The tear actually appeared from what started off as a tiny blemish in the leather which began to open up as it was sat on. The service I have received is unacceptable as I haven't even paid for these items yet and I feel very let down by the service I have received. They even had the cheek offer me a new chair that was still over £80 considering we had already forked out well in excess of £500.
Reply from Saxen Ltd.
Please refer to the terms and conditions regarding purchasing goods online. If goods are received in an unsatisfactory condition, then either replacement parts are supplied or if necessary, a complete replacement. Following delivery of the desk, no email or telephone call was received from Mr Stone to advise that the desk was in an unsatisfactory condition. We do not, under any circumstance, expect our customers to have to 'doctor' their goods to make them presentable. This would be clearly unacceptable.
With regard to your chair, Saxen initially took the decision that it had been damaged in some way due to what appeared to be a hole in the seat base rather than a tear. However, we then sent your complaint to our distributor's technical department who after inspection of your photo, concurred that the rip/hole in your chair was not the result of a manufacturing fault.
Saxen do not take these complaints lightly and where possible, we make every effort to resolve our customer complaints satisfactorily. As we were unable to provide a replacement chair under warranty, we offered substantial discount on an alternative chair. I am sorry that you found this unacceptable.
Customer Services
Saxen Ltd
- Danny Bennett
- 1 Review
Great desk, bad delivery and confusing customer support
I ordered a Compass Single Pedestal Desk on the 7th of August using the standard delivery service which stated it could take up to 10 working days to be delivered. I received a message on my answer phone on the 13th to let me know that the desk would be delivered the following day which was fantastic news as I was expecting it to arrive a full 5 working days later.
The delivery driver asked to wash his hands and use the toilet once had finished passing me the boxes, which I assumed was because he had just picked up the boxes from the back of his dirty van.
He left and I began to notice a strong smell of petrol fumes which was odd considering I was inside my living room and upon closer inspection I found a patch of petrol on each box. Although this is obviously a huge fire risk I thought it wouldn't be an issue as I had noticed it and hoped it hadn't got on / into the desk. I continued to remove the desk from the boxes but the petrol had leaked through the box and got on / into the desk itself. It has now been two days and needless to say I can still smell the fumes which is very nauseating.
Saxen apologised, assured me that it wasn't their distributors standard practice and forwarded the issue onto [Link] for their assessment. They offered me a replacement desk which would be delivered next week however this would mean that I have to keep my front room smelling like a petrol station for up to the next 8 days. Luckily my family doesn't smoke but if they did it could be an extreme accident waiting to happen.
I enquired about next day delivery however the customer service representative stated:
"This manufacture only use a carrier company who will usually deliver within 10 working days. I have been able to secure delivery for next week due to your issues, which is sooner than most orders. However they do not use a courier service due to the level of damages.".
This email confused me as they offer next day delivery on the product page (http://www.saxen.co.uk/Compass-Single-Pedestal-Office-Desk-Computer-Desk) so I continued to ask why next day delivery is not an option which I got a different answer for:
"The manufacture has the facility to provide an overnight service with their carrier team. However your order was originally processed with standard delivery and this was processed through using their 10 working day carrier. The like for like replacement is supplied in the same manor. We are unable to change this I am afraid.".
I'm sure you'll agree, quite a different reason than the first email.
Please don't get me wrong - I am extremely happy that they are willing to exchange the desk however I think it is disappointing that I am left with a living room that smells like a petrol station for up to the next 8 days along with the hazards that go with it. I have asked Saxen if it would be possible to leave the desk in the garden and await their reply.
UPDATE: Saxen confirmed shortly after that it was ok to leave the faulty desk in the garden. I received the replacement desk this morning (August 22nd) and this time I received three boxes instead of the two I sent back, it seems as though I did not receive the side panel during the first delivery.
- Dean O'Brien
- 2 Reviews
Superb quality product & well worth the wait
I was reluctant to purchase a chair due to the 20 day wait, but in all honesty I am glad that I did. The chair is superb quality and not to be confused with those offered in high street stationers for considerably less.
This is built to last and very, very comfortable.
Staff at Saxen always replied to emails very quick giving me quality service and attention. I would recommend them to anyone looking to purchase an office chair built to last.
Excellent Service!
- Anon, Edinburgh
- 1 Review
Fantastic service
They managed to obtain an item for me, from their supplier, although it was stated that it was no longer available. Their customer service was very efficient as they kept me informed throughout.
- Mrs V Cunningham
- 1 Review
Excellent quality, but poor delivery service
City link was delivery company used, promised delivery on certain date, when I rang them because not arrived by 4.45pm, was told would be delivered that day, last item on van and they worked till 5.30pm. nothing arrived by 5.45pm. contacted again, was told driver was running hour late, would be delivered that day. By 7pm. gave up hope! Speaking to them next day after waiting in a queue on phone for 20 mins. a lady named Heidi, apologosied and arranged special delivery within an hour the item arrived. Why do customer service staff lie? Which had happened to me twice day before, they had no intention of delivering on day arranged and recorded on tracking system. So I advise customers to be aware of this poor service. So sad because the desk was of great quality and we are very pleased with it. Maybe if other customers have same problems with delivery, your company should reconsider delivery agents!
Reply from Saxen Ltd.
Customer Services
Saxen Ltd
- Tony
- 1 Review
Service and quality without fuss
Just as it said on the site, had a question regarding thecorrect item within range of products but that was cleared up and the product arrived on time. First class.
- Philip Boast
- 1 Review
Outstanding in every way
The desk I ordered in the evening was confirmed by phone first thing next morning and delivered later in the day. The Saxen website was first-class, although the order page was not as good, required company name as mandatory (but then didn't insist when none was entered, which is confusing) and left some lines of the delivery address deleted, which caused the card payment to fail initially. Also there was no order number confirmation, so if anything had gone wrong, that would have been a problem. But it didn't, and all in all it was a perfect purchase, and I'm writing this on the desk.
- Don Lucking
- 1 Review
This piece of furniture is exactly what I wanted.
This piece of furniture was easy to assemble, sturdy and practical. I would not hesitate to re-order should another computer desk become necessary.
- Margaret
- 1 Review
Excellent service and quality product
I placed my order on Tues and received the desk on Weds. Great service!
- Brian Dring
- 2 Reviews
First class product and brilliant back up service
We bought a bookcase which was delivered very quickly after we received a phone call from Alison asking us when we would like it sent out.
The case looked great but I noticed a small crack in one of the shelves. I sent an e mail explaining that we would only take further action if he crack got worse but Chris then mailed back immediately asking for a photo. Within 10 minutes he mailed again saying a new shelf was being sent out direct from the manufacturer that day.
This is a fantastic approach to customer service, professionalism and making sure the customer is given top priority. Anyone can have a problem with a purchase but it is the way a company deals with solving the problem which is a measure of their true quality.
I can fully recommend dealing with Home office desks and Saxen as they will ensure your shopping experience is perfect and painless.
- Mr A Hill
- 2 Reviews
Quality desk and chair, excellent service!
A pleasing website to shop with, found what we require within minutes. Delivery very prompt and products assembled within an hour. May I just say that the items within the packaging where protected beautifully and arrived in prestige condition.
would recommend... Thanks Alison.
Andy
Melton Mowbray, leicester
- Veronica Toy
- 1 Review
Excellent quality, good design and perfect for what I need.
Really pleased with the quality of the workstation and it looks good in the room. The turnaround of the order was very quick and they queried when I hadn't made myself clear which is very good customer service.
- fim
- 1 Review
Excellent service and fast delivery
Ordered an ErgoHuman chair from Saxen Home Office Solutions and got it the day I arranged the delivery, just two days from my purchase date.
Highly recommended.
- Glenn Collins
- 1 Review
Choose Saxen and get the best available
Great sales service Alison McLachlan dealt with my requirements making my purchase trouble free.
- Steve Robinson
- Hornsea, GB
- 1 Review
Excellent service for a top class product
Excellent information on website with proactive sales team who contacted us shortlly after placing the order to inform us of the order progress and delivery plans . Credit card charged very quickly ( but don't mind when you get such good service) Contacted again with detailed email explaining exactly when our desk would arrive in UK and the day of delivery. Driver rang from 45 miles away and said he would be here within the hour - he was one minute late! .
Desk was wellpacked with superbly clear instructions; fitted together perectly but took us a bit longer than the 90 minutes predicted in the booklet. We will be quicker next time!
- m jones
- 1 Review
excellent staff &service
ordered a computer trolly rang customer services on a friday delivered saturday morning.i then ordered a computer chair on monday delivered tuesday. staff very helpful and friendly
- Tania Paterson
- 1 Review
Reliable Service, Great Product
We ordered 2 Mirus Office Chairs. Order process was simple and Saxen "price match promise" achieved without hassle! Chairs were delivered as promised 3 working days after order, so we now finally can work at our desks in comfort!
Amazing customer service and a credit to their industry
I bought an expensive chair 3 years ago from Saxen and through normal wear and tear it needed several repairs. Chris Arkley from Saxen organised everything for me and his communication skills both written and on the phone are 1st class.
Chris and his colleagues make Saxen an excellent company to deal with and we won't hesitate to use them again.
- Jodie
- 1 Review
Great service and products
I ordered a Jahnke desk and a couple of bookcases. Both products were quick and easy to assemble and seem very sturdy and of good quality wood. The only suggestion for improvement would be to either include or recommend where to buy press covers for the bookshelves as I don't like the fact that the holes in the side of the shelves are visible.
- Peter Warrington
- 1 Review
All my expectations exceded!
At first a little reserved about ordering such an item of furniture on the internet, bearing in mind the prominent position I had in mind for it in my living room. But after several weeks of procrastination, during which Saxen actually sent me a sample of the oak used in the manufacture of the computer desk, I decided to take the plunge and ordered one. I need not have worried!! The process was hassle - free, the delivery arrangements worked perfectly and I think the product is great.
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- David Taylor
- Sleaford, GB
- 1 Review
Mega fast delivery, good communications and fab service.
I ordered a glass computer desk online. It was delivered, as described, next day. They phoned me to tell me this, asked for confirmation of the arrangements should I need to go out, understood about my neighbour being elderly and everything.
The desk is good but the manufacturers seem to have been a little sloppy with the glue and haven't cleaned it all off. A minor disappointment as the desk is well designed and fits very well into the space I had earmarked for it.
Thanks for reassuring my faith in GOOD CUSTOMER SERVICE!.
- Christopher Gray
- Inverness, GB
- 1 Review
Good admin, but wrong item sent and appalling delivery
After waiting 20 days for delivery, our Jahnke CT1 desk finally arrived. We ordered Baltimore Walnut colour, but Saxen sent us one in Beech colour instead. Very dissapointed, after waiting nearly 3 weeks for a delivery to end up with the wrong colour. Don't Saxen check items before sending out to the customer? Even the box it came in says BEECH on the label.
Unfortunately having waited SO LONG for the delivery, we're now going to be stuck with an even longer wait or make do with the wrong colour.
Reduced to ONE star. Additional feedback on appaling delivery service.
Sorry, I've had to reduce my rating to 1 star because of all the delivery problems. Firstly I'm told that I "will be contacted by the specialist carrier team D&I solutions to arrange delivery and collection". NO, they never contacted me. Then I'm told that the "delivery/collection will take place between Tuesday and Thursday of next week. You will receive a call on Monday from the carrier team to advise a day". Waited in all day Monday, and NO, they never contacted me. Then I'm told that the "delivery is scheduled for Wednesday. The team on the day will contact you direct 1 hour prior to delivery." Waited in all day Wednesday - no call, no delivery. Desk finally arrived on Thursday, but the driver had NO instructions to collected the Beech coloured desk. And it was delivered by UPS, not "speacialist carrier team D&I Solutions". And the delivery guy blamed the poor packaging for the damage and cut on one of the boards.
Okay, Saxen have apologised and refunded. I'm still stuck with an old beech coloured desk in my shed that I've got to dispose of. I almost feel sorry for Saxen, it would appear that they have been completely let down by Jahnke UK. It's Saxen who have given the refund and had their reputation damaged, whereas I've had no apology from Jahnke UK who have apparently mislead Saxen about delivery arrangements in the UK.
So, for me the lessons learnt are - don't believe what Saxen say about delivery arrangements, and don't buy anything from Jahnke UK until they sort out their delivery arrangements.
Reply from Saxen Ltd.
Your order was placed with Jahnke in Germany for a CT1 computer cart in Baltimore Walnut. Unfortunately, at the next stage, it appears that Jahnke then incorrectly processed your order in Beech instead of Baltimore Walnut. This was a complete oversight on their part which, in the 5 years we have been selling Jahnke products, has very rarely happened. On discovering this error, Jahnke also apologised for your inconvenience.
The replacement CT1 computer cart in Baltimore Walnut will be delivered to you by business courier on a day of your choice. The CT1 in Beech will also be collected on the same day to prevent further inconvenience. Our customer service department will continue to liaise with you until this matter has been resolved.
Thank you for your continued patience and understanding.
RESPONSE FROM JAHNKE to Mr Gray:
"I do think it is important to state that Saxen have no input in any of our deliveries. This was a genuine error on our part for which we apologise. We continue to look to improve our delivery experience and clearly we still have some work to do in the IV postcode area which can be a challenge, when shipping furniture. I do not know why you were sent the wrong colour, this must have been down to a simple mistake in the warehouse which can happen from time to time. But once again it would be incorrect to blame Saxen for these issues, the blame lays 100% at our door.
I do hope you will be able to offer the Beech workstation to a friend or neighbour, which will bring some good from this disappointing experience. As I understand it you have also received a full refund for the workstation."
Mt M. Batson
UK Country Manager
Jahnke
- Rosemary
- 1 Review
First class service - customer focussed
After being let down badly by 2 other desk suppliers (one of whom kept my money and delivered nothing) I was feeling a little bruised.
So when I came to Saxen I was adamant - I wanted a workstation which was definitely in stock and a delivery date in the very near future before I would be parted with any cash.
Chris the customer assistant was excellent - took me through different workstations at different price brackets which would meet my need and would be readily available. As good as his word, the desk was ordered and a delivery date of a couple of days was confirmed.
And it turned up! Fantastic!
Forget the other suppliers. If you want a first class service and no let downs, just go to Saxen.
One very happy customer.
