Rob Fountains profile
Reviews (1)
oakfurnituresolutions.co.uk
2+ months wait for delivery. then delivery date confirmed and they don show!
We ordered on 4th Nov and whilst we understood there would be a delay as some products were not in stock at that time, its now 2 months + with nothing delivered. Frustratingly, according to their website, what we ordered came in stock at start of Dec and could be delivered before xmas if ordered then - but by the time I chased them for confirmation of our order they had sold out of one item agai,... and I would have to wait for the new year.
More frustratingly though, is the non delivery of the other 2 items they did have in stock. I had a conversation with them on 16th Dec confirming they would deliver on 21st, and they called me back on 19th Dec to confirm the time. Computer said 'no' tho as apparently they had no record on their system of these conversations. So even more wait.
Im trying to cancel my entire order, but cant speak with a human being - customer services tell you you have to send an email. not sure why I cant have a conversation with someone.
Reply from Contempory Oak Furniture
Rob Fountains profile
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Our records show that you have experienced a two month wait for your items and I apologise for this delay. I appreciate that when you placed your order you believed the stock would be available at the start of December. I can see that one of your items was with us on the 9th November and the other arrived on a container at the beginning of December. However the remaining item was delayed until the New Year and I apologise for this. We are sometimes dependent on containers arriving from abroad for our stock, and delays can sometime happen due to unforseen circumstances.
I understand that we then booked you in for a split delivery of the ‘in stock’ items for a date of the 22nd December and you confirmed this on the 15th December. I understand our delivery team tried to contact you to confirm a delivery time slot on the 19th December but did not receive confirmation. Normally in this case we would still try to deliver on the agreed date, but at this stage your delivery was removed from our schedule and I apologise for this error.
I understand this was the main frustration with your order and I can assure you that your refund is on its way. I understand that we spoke to you on the 22nd December and the 29th and confirmed that this would be processed for you but apologise if you I feel it was hard to get through on the phones. This was a particularly busy time for us as I’m sure you can imagine and our customer services advisors would have been very busy.
I can fully understand your frustration with the service you have received and can assure you this is not the service levels we aim to achieve, or indeed usually offer. Once again please accept my apologies,
Kind Regards,
Robin Hunt, Managing Director