This is the shortened version with some of the shortfalls left out to slim this down!
We bought a bed frame and mattress in August this year, as one of the things that reassured us was the 90 day pledge to exchange the mattress if we didn't like it. We were promised delivery the next day, but on the day of delivery we had to call them after 5pm as nothing had arrived. We were told that nothing at all had been scheduled and, bearing in mind our old bed was by then, at the rubbish tip non delivery was not an option and I made this clear to them and this was eventually sorted out but it wasn't a great start.
The real problems came when we decided that we needed to exchange the mattress as it just wasn't comfortable. The one we had tried was extremely comfy, but the one we endured for around a month was rock hard. The staff in the store, although polite, didn't seen to understand the 90 day exchange or know what to do. We spoke to three different people in the store and went away on the understanding that we would receive a phone call to schedule delivery of the new mattress, the old one would be picked up and as the new mattress was slightly cheaper, a refund would be processed.
The new mattress has arrived and the old one wasn't picked up and I have no refund. Every time I try to call there's a 30 - 45 minute wait to speak to someone, and all they can do is pass information on. The store won't get back to me and I have sent numerous emails to complain.
I have never experienced such a terrible system where you can't call or email the store directly, and the call centre can't help. The whole thing has been a joke from start to finish and I will never use them for anything again.
I placed an order 2 December for some boots, didn't hear anything from them after chasing the order. When I contacted them by phone they told me my order had been cancelled. This was after they had been advertising the boots on their website all of the way though from 2 December. If they were out of stock they shouldn't have advertised them and certainly shouldn't have cancelled orders without notifying customers.
I was badly let down by another online retailer and ordered through Accent. The customer service was excellent from the start, friendly and helpful. I was updated on my order and given time frames for delivery, which was on time. Fabulous service all of the way though and they were brilliant and I will definitely recommend them and use them again.
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