John McCarthys profile
Reviews (1)
oakfurnituresolutions.co.uk
Appalling Customer Service
Good quality furniture, appalling customer services.
I waited 10 weeks for 6 dining chairs to be delivered. I was told by OFS they were out of stock but would be delivered in a few days, they would ring me. Nobody called. I called again and was told 2 more weeks, they will ring me. Nobody called. I called and e mailed and was told delivery would be about mid march.
I did receive an e mail from a lady, she didn't say what her position in the company was, to say that she deals with all the e mails and that sorry, "but they have no control over deliveries". It was down to the supplier. I would suggest that OFS should get some control over their deliveried especially when it comes to prioratizing customers who have experienced long delays.
I note that in other poor reviews, OFS are currently restructuring their systems by which they contact customers, the sooner the better.
It's a shame because the product is good, but I will never use OFS again or recommend them to friends because of the awful customer service we received.
miles Fawsittand Robert R S Walters found this review useful
Reply from Contempory Oak Furniture
John McCarthys profile
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Many thanks for your feedback and please accept my sincerest apologies for the problems you have experienced with your order.
I am sorry that you experienced delays with the chairs, and I apologise that you were told that they would be delivered within two days if they were out of stock, as this would not usually be the case. I apologise that you received no contact regarding an update, as clearly the expected timeframe of 2-6 weeks had passed and we should have kept you well informed after this point.
We do now regularly review the estimated arrival times of all our orders and keep customers updated on a two week basis. I can see in this case that the particular items you ordered were to go directly from our supplier with their own courier company, which exacerbated the problem with the delay. This is true for only a small proportion of our items, and the courier company in this case always delivers within 10 days.
I can see that we offered a goodwill gesture when the items were so severely delayed and I can only apologise again for the unacceptable delay that you experienced.
I can fully understand your frustration with the service you have received and can assure you these are not the service levels we aim to achieve, or indeed usually offer. Once again please accept my apologies,
Kind Regards,
Robin Hunt,
Managing Director.