oakfurnituresolutions.co.uk

What customer service?

I ordered a bedstead two weeks ago and received an email on 26th March telling me it would be delivered in 48 hours. It wasn't.
When I called to find out why I was given a really daft excuse about the mislabelling of the product...but I played along because I thought that to create an excuse that elaborate must indicate that at least they were trying. I was promised that it would be delivered the next working day. It wasn't.
When I called to find out why I was given a vague answer about them wanting to deliver it but not having time and was promised it would be delivered the next day. It wasn't.
When I called to find out why again I was given a similar vague excuse but my patience was thin so I asked some more probing questions and was told that somebody would have to call me back. They never did.
I called again and was told that I had been sent an email that would explain the whole misunderstanding. I couldn't wait to read it...
The email was full of more excuses about the delivery company misreading things and a promise that it would be delivered the next day. It wasn't, and to be honest I don't have time to keep calling or emailing to be fobbed off in this way. I am very busy with my own full-time job and so request that the management team at Oak Furniture Solutions do theirs also.
Hopefully I will receive the bed soon.

miles Fawsittand Robert R S Walters found this review useful

Monday, April 23, 2012

Reply from Contempory Oak Furniture

Dear Claire Ham,
Many thanks for your feedback and please accept my sincerest apologies for the problems you have experienced with your order.

I can see that when you ordered the time frame on your bed was 2- 3 working days, and I can see that your bed was delivered after 3 weeks, which is an unacceptable delay on this express item.

We order these beds through our supplier and use an external courier company to arrange delivery. What seems to have happened in your case is that the courier company had registered your delivery as a collection and therefore failed to deliver your bed on the arranged day. This delayed your delivery until we had again sent over the details to them and I apologise for this on their behalf.

I am sorry if you felt that our customer services team did not properly address the problem, and I can assure you we are always working towards improving the customer experience and the ways in which customers are updated on the progress of their order.

I am sorry for the delay with your order and these are not the service levels we aim to achieve, or indeed usually offer.

Kind Regards,
Robin Hunt,
Managing Director.