I placed an order on 5th February 2012 of 5 items totalling £884.68, which is not a small amount of money. I received part of my order a few weeks later and was delivered on time and by a very friendly and helpful delivery team. I had one item outstanding. At this point, I was very happy with the service and glad I did not have to wait too long for my items.
This is where things went wrong. One of the items, a TV stand, did not look right in our living room. I took advantage of their ‘7 day money back guarantee’ and called to have the item exchanged. They said they would collect the item when they delivered by outstanding item and the TV stand in a different style. I had to pay an additional amount as this table cost more than the original one. This took 5 weeks to be delivered. I called many time to see when my item would be delivered only to be lied too. At one stage, I was told the items had been cleared at the docks, only to be told in the next call that they had not even arrived.
I requested a weekend delivery date or at least a weeks notice to ensure someone could be at home for the delivery. I received neither, instead I was called 2 days before the delivery date.
When the items were finally delivered, the replacement TV stand was damaged. I called the head office number who asked me to send pictures to a mail box for them to assess the damage which I did the same day. It then took a further 10 days and 3 phone calls for them to look at the photos and agree to take back the item. At this point, I was not interested in a replacement, and requested a refund. It then took a further 3 weeks for them to collect the damaged item, which they refused to reimburse me for until they received the goods back.
I was told that the collection time would be around 3pm and that they would give me a call 1 hour before collection so I had arranged for someone to be at the house at this time. I was called at 10am! I had to ask a neighbour (bearing in mind that I had only lived in the house since December) to let the company collect the item.
I then had to chase for 1 week for my payment to be refunded, to which they only refunded the price of the original TV stand not the additional payment. After many many phone calls and chasing, I finally received the final £19.01 back today – almost 3 months after making the order!!
Throughout the whole process, their ‘Customer Satisfaction Line’ and in particular the lady on the line [name], who I have had that many dealings with I am now on first name terms have been less than useless! The last straw was when yesterday I asked to speak to a member of management to which I was told there would be no one more senior than herself for another 2 weeks and I would have to wait until then.
If you have any choice use another company. I would recommend [link] who I have brought further items of the same range. They are a little more expensive however for the cost of all the inconvenience and phone calls you would be better off!
kmcg found this review useful
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