After a series of horror stories with other online furniture retailers It was with trepidation that I tried my arm again. Placed my order.. next day delivery..paid for the goods and hoped for the best.
Sure enough, I got en email to say goods were out of stock and wasn't expected to be in stock for another week or so. The nightmare begins, I thought. Didn't wan't a different bed, just wanted my money back. Then prepared for a protracted battle. To my astonishment the money was back in my account within 3 days and the mattresses I ordered and didn't cancel arrived on time. Reassured by this, I asked them to let me know when the bed was back in stock, which they did. I reordered the bed and it arrived on time....and they waived the delivery charge which I fully expected to pay.
I decided not to send in a review until I assembled the bed a couple of weeks later in case there were other issues. Sure enough we had the age old manufacturers disease of "Missing bits Syndrome" To Click4Beds credit they tried to get the manufacturer to send the bits by next day delivery. In the end I got them by the 4th day keeping me updated each day...still not bad. I could easily have been cut loose by the retailer as I have been in the past.
I believe that a key performance indicator for an organisation is not just about how quickly you can deliver your goods but how quickly you put things right when they go wrong. Click4Beds have shown a "can do culture" in this instance. Well done.
However I still believe that a product should not be displayed as "in stock" when it clearly isn't. Hence 4 stars not 5.
Never known an organisation to keep you so well informed and updated of their delivery progress. Emails, text messages, phone calls you name it....they do it. You can have absolutely no excuse for not knowing when an order is going to arrive and I suspect they are also scared stiff you won't be in. Arrived within 2 days..on a Sunday and all free. If their after sales service and customer care service, when things go wrong, are just as good then you could give them 5 stars.
A few blips with one unanswered voice and one unanswered email message in the early stages ( I was guilty of this too) but when on the case they got things done quickly, efficiently and saved me a lot of legwork. Got a bit fed up with the marketing emails I kept getting even though the business was already won and the file was being processed. Delighted with the level of pension they secured which was significantly higher than the stakeholder company and I really appreciated the regular updates. They even appointed a "chaser" to keep the annuity provider on their toes, a novel but good idea. Got a bit of a shock when there was a "typo" on the final annuity figure but there were no wishy washy excuses just a quick, genuine and sincere apology. My pension pot was tiny but I really felt that my business was important to them and that I would have been treated no differently with a much bigger pot. So many organisations have a switchboard maze to navigate, not here, just ring the person you want and a friendly human being answers. What a relief that is in this day and age. Overall 9.5/10. Well done.
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