We purchased several six oak chests and found imperfections we were unhappy with. I rang within hours of delivery and was dealt with in a courtesy, helpful and friendly manner. The arrangements for replacements was prompt, even when a second delivery also included an unacceptable chest - again prompt & helpful and third delivery resulted - and we are delighted with the quality. I would say the "friction" was my own personal indignation when the company requested I photograph the damage and send by attachment email before the issue was dealt with! The only inconvenience to me was my time - but I wondered how someone with no digital camera or computer would cope with this!)
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