Dear Ms Carey,

Further to your review which we were disappointed to read we wish to make the following points clear:

It is correct that you were unable to accept the initial delivery date provided and so we arranged the next available delivery date in your area and you were informed of this date and agreed this would be OK. Then 3 days before this planned delivery date we contacted you to say your delivery would be around 4pm, it was only after we finished the delivery run we realised you were given an incorrect delivery time and it in fact your delivery was due around 6pm. We then contacted you to tell you of the 2 hour delivery time change and apologised for the inconvenience this may of caused you. It was at this point a number of phone call’s were exchanged between yourself and our customer service team in which your demeanour and language used can only be described as abusive and offensive. We repeatedly apologised for the inconvenience caused by this 2 hour delay and by means of an apology offered to upgrade you order to a 2 man delivery including assembly which meant that the dressing table would be assembled, all items put into situ and disposal of all packaging. This service is usually an additional £49 due to the time it takes for our drivers to carry out however we felt as we were still delivering on the same day only 2 hours later your further demands to have free furniture as a way of compensation were unwarranted and unreasonable.

You will see from feedback received in regards to our delivery service as per the third party site ‘trustpilot’, our drivers are both polite and helpful in their deliveries and will be no means ‘DUMP’ furniture at your door as per your assumption, by this I think you misunderstood me as I said most other delivery companies would just dump furniture at your doorstep while we instead would carry the furniture into the room of your choice and assemble it all and remove all the packaging.

Due to the discourteous calls my staff had to endure I felt it best that as the managing director I speak to you myself with regards your complaint. On receiving yet more insults to include a threat of ‘taking our company to court for loss of earnings’ once you had received the furniture and your threatening future intentions to unnecessarily cause problems for our company and I felt it necessary to cancel your order. It was made very clear during our telephone conversation that you would not be pleased in anyway unless you were given free furniture. I must add that during our 10 years of trading this is the first time that we have had to cancel a customers order due to them being abusive and offensive to our customer service representatives.

The main aim of our company is to provide good old fashion customer service and we feel it is important to communicate directly with our customers to resolve any fears or issues they may have. On the whole we are satisfied that we are achieving this goal and we sincerely regret that on this occasion we were unable to meet your intransigent disposition.

Yours sincerely,

Adrian Latham
Managing Director