I have bought lots of furniture from Oak Furniture Land and I must say the furniture is lovely. Sales people great and delivery men really good. That's when things are going well.
So what happens when you receive a fault item? In my case I ordered a pair of Tokyo Bedside Cabinets, waited 6 weeks for delivery with some other items. one cabinet was fine, the other looked like it had been dropped before being packed.
Followed the procedure to raise a case on Thursday of last week and put a landline contact number as I was working from home. Got an email on Monday to say they had tried to call me on Friday (turns out they decided to use a different number no longer in use- why?). I have been working from home all of this week and so if they had tried harder to speak to me we may not have got to this point.
I work away Mon to Wed each week and I am now told that they don't have any delivery slots available for Thurs/Fridays so can't tell me when I will get my replacement. Odd that when if I go online and go through the process of ordering a new cabinet, it offers me next Friday as a named day delivery option if I pay £39. Maybe they don't want to give that away to a complaining customer! I now have to wait for the delivery guys to phone me to arrange some date in August. They can't tell me when because apparently their system isn't showing August dates yet! It's only next week for goodness sake!
It would seem to me that OFL work for the delivery guys rather than the other way round and I just happen to be an annoyance in the middle.
Why is the Customer Service department not authorised to make special delivery arrangements in cases where a complaint has been made. They need to wake up and realise that we are the most important customers to please if they want to prevent the many bad reviews I have since found on this site.
The old cabinet is sitting in the way in my hallway and now looks likely to be there for another few weeks. I have today spoken to customer services and they have confirmed there is nothing more they can do. No customer service and I will not buy from them again or recommend.
I received a phone call from customer relations (CR) about an hour after I had posted my review on Trust pilot. After a couple of weeks and a few more issues, I now have two lovely matching bedside cabinets.
During this process I have spoken consistently to two case handlers from CR on a number of occasions. If one was going to be out of the office, the other was fully informed on the latest update. They have both been very apologetic and I believe sincerely so. This is a company that has gone from being internet only to now having a very large high street presence (regrettably something many stores are moving away from) and at times they are struggling with the extra demand this has put on them. Yes there are some problems with quality control (from the reviews would seem to be certain ranges) and the end to end supply chain but I believe they are working to improve these. Since I raised the issue, they have already put some additional measures in place to improve sight of the delivery slots that customer services can offer (previously they couldn't see the delivery slots showing as available to customers ordering online). I am also told that they have brought in specialist resource to look at improving the way they do things from a customers perspective.
In summary, if you get an issue, remain calm and polite, work with them and give these guys a chance (or two) and some time, to put things right. The furniture is lovely and worth the wait. Despite the problems, the way my case has been handled has restored my faith in OFL and I will buy from them again.
I wanted a last minute present for my husband for our 25th Wedding Anniversary. We were going to Mexico and my husband is a keen scuba diver so I thought I would buy him an underwater camera (Ixus camera pack with strobe). The ability to view a demo video of the camera was fantastic as I am no expert! The camera was ordered online on Sunday and arrived within a couple of days as promised (you can choose a delivery day). I was sent messages to tell me what time to expect delivery. A fantastic service and I would not hesitate to order from Simply Scuba again. Buy the way, the camera is great too!
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