I ordered a 3 piece suite (£1697) over the Christmas holiday period (28/Dec/11) & paid a 20% deposit ((£340). After just 12 working days (12/Jan/12) I had to cancel the order for exceptional reasons. I informed the Bristol store & wrote to the CEO (P.H.) in Slough requesting a partial refund; I never received a reply to my letter.
The Cribbs Causeway store informed me that it was not possible to abort the Chinese manufacturing process even on payment of a fee - I know that Chinese factories close for several days anyway during the holiday season. They also informed me that it would be most unlikely that they would be able to sell my suite to anyone else when it arrived!
A couple of days ago I received a call asking when it was convenient for the suite to be delivered! When I explained what had happened I was promised a call from one of the managers - the call never came.
There is a serious lack of communication within this company, the truth is not always told, and failing to reply to correspondence is discourteous.
If anyone feels they must purchase from this company I would strongly recommend that they insist on not parting with more than 10% deposit.
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