Jan Sussex´s profile

Reviews (1)

oakfurnituresolutions.co.uk

totally useless, rude company, will never ever use them again

i ordered two items from oak furniture solutions, a Mirror and one dressing table.
both items arrived damaged. which was reported to them straight away. a replacement mirror was ordered within a few days without to much fuss.
the dressing table was a different matter, they clammed i did not send them the damage claim form. so had to resend that.
you cant ever speak to anyone in customer services as they only do emails, of which there have now been over 20 of them.

after about 10 emails i had this one
Dear XXXXX
I can advise that a replacement is on order for you. The normal time frame for this will be 2-3 weeks. My dispatch team will contact you to arrange the exchange date. Can you please ensure the damaged item is in the original packaging.
Kind regards
<Name removed>
Customer Liaison Manager
Oak Furniture Solutions

four weeks later i emailed them to find out what was happening with the order and had this

Hello XXXXXX,

The dressing table has not been ordered as a replacement as from the images, this is not a manufacturing fault and looks to be a knife mark on the top when opening the box.

i totally agree it looks like a knife mark, but as i said from the start this is a returned item from another customer. there was loads of old parcel tape on the box and the box is falling apart. i did not even have to use a knife on it
the delivery driver did not wait around to check the item, so i am now left with them accusing me of damaging the item.
i have wasted hours of my life on this now and will be seeking to take legal action if something is not sorted.

02 April 2013

Reply from Contempory Oak Furniture

Dear Jan Sussex,

Many thanks for your comments and please accept my apologies for the problems you have experience with your order.

I understand you received two damaged pieces, one of which we have already replaced. The dressing table is on order as a replacement and ready to be dispatched as soon as a suitable delivery date is agreed.

Please accept my apologies for the delay regarding the damage to your items. Unfortunately our supplier would not accept liability for the damage and proceedings were delayed whilst we tried to resolve the issue with them.

I understand we offered two options, of either a discount to keep or full replacement of both items, and I hope you now feel the problems you have experienced with your order have been resolved. Many thanks for your patience throughout the process. We always aim to quality check our products when they leave our warehouse and are putting procedures in place so that damages can be noted on delivery to a avoid dispute.

We welcome your feedback as we can only improve things if we know when our customers are unhappy and we hope the changes we make improve the customer experience.

Kind Regards,
Robin Hunt,
Managing Director.

Jan Sussex´s profile

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Jan Sussex
Reviewer
1964
United Kingdom

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