oakfurnituresolutions.co.uk

The GOOD, The BAD & The UGLY

****REVIEW UPDATED 06/08/12****
The GOOD: Palermo Oak Dining Table and Sideboard - Beautiful. Ordered 15/05/12, delivered 02/06/12. Telephone call previous day and a reminder 40 mins before that the delivery was coming. Perfect Service.
The BAD: 6 x Astoria Chairs - 3 x were very poor quality.
The UGLY: What came after was very poor customer service. You have below the unabridged emails (trustpilot removed names). Of course countless phone calls in between.

I work for a large organization and we constantly share our experiences, one of them being on-line shopping, good deals etc. I would NEVER recommend this company. Furthermore, if this was my first ever on-line experience, I'd never do it again. One thing I always think is appropriate, is the good will financial compensation offered by a company when it lets people down: it demonstrates their commitment to ensuring no one else has to experience such a thing. This company (verbally via telephone) offered >£100 compensation INSTEAD OF getting the goods right, which shows that it is happy for people to have 2nd rate goods. If you read the response from Mr *unt, they say the right words, but I'm afraid these are empty words, probably cut/paste from a drop down box!
Bottom line is this: If you like the furniture, this company is perfect. If you have any problems, God Help You, they are a bunch o' clowns!

Please read the emails below if you're interested.
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F.A.O [Name]

Dear [Name],
I have asked repeatedly to speak to a senior manager as your junior managers have failed to deliver on their promises.
I believe situations like that I am experiencing should be tackled from the top. Your supplier IS LETTING YOU DOWN and, as the man at the top, you need to know that your managers are ineffective in dealing with this. One almighty kick up the supplier's backside is all that is required from you, I'm sure!
Please enquire with your staff about order number 151167 and read the email chain.
I look forward to speaking with you and to bringing this matter to a conclusion.
Thank you
GD

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A 2 man delivery has already been assigned to your order. It is in the delivery notes which are not sent out to customers.
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Hello,

Urgent response required please, regarding our purchase.

Service: Impeccable - this will be placed on feedback forum.
Palermo Oak Table and Sideboard: As described, absolutely beautiful and excellent quality finish - this will be placed on feedback forum.

However..........

Astoria Chairs: 3 acceptable quality, 3 very poor workmanship (1 cannot be built due to poor construction of seat). Of all three boxes opened, one chair was ok and the other rubbish.

I would like to make arrangements to have 3 seats replaced as a matter of urgency. We have nowhere to sit.

Regards
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[Name],

could you call me please on 0191
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Ah, thank you for your email.
I have contacted our customerservices team on your behalf who deal with damages. If you could send the information to the email and we can sort out another item perhaps or just a straight forward replacement
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[Name],

This has already been done. To reiterate, the chairs are not damaged, they are of poor workmanship.
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Mr Dunning
thank you for your recent email, and apologies that you seem to have a bad batch of chairs.
If you could send a photo of the damage to us, we can either arrange to have someone sent out to fix them for you or we can get them replaced asap

If you could keep the packaging of the damaged chairs also as we will need that to get them replaced

IF you could send this information ( photo, reference number ,brief description) to "customerservices@oakfurnituresolutions.co.uk" then our damages team will be in touch shortly to discuss options

Thank you
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[Name],

Please read my earlier emails.

Further to my discussion with [Name], I attach images.

Having given this some thought, this is what I would like:

All 6 chairs to be replaced. Further, I would like your assurance that the replacements are of the utmost quality (comparable to Palermo table and sideboard), and they are to be built on-site or sent assembled. I believe this is not an unreasonable request.

I get the impression that the seats sent out were 2nds. [Name] told me he'd never heard of this complaint before. If this is the case, then I must be very unlucky to have received 3 packs with one duff chair in each pack.

Please action this request as a matter of urgency.

Thank you

Gary Dunning
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Dear Gary,

Firstly, please accept my apologies for the condition your chairs arrived in.

Also, thank you for the pictures, which I have forwarded to my supplier to advise. I will notify you as soon as I can.

Kind regards,

[Name]

[Name]
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SOME TIME LATER!!!!!!!!
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[Name],

Can I have a progress report please.
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[Name],

Your colleague reassured my wife that you would phone me before 12pm 13/06/12.

Still waiting!
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Dear Gary,

I have been liaising with my supplier regarding the chairs and they have advised me that they can send out to you 1 seat and 3 chair backs as these are the parts in question that are not up to standard. I hope you find this suitable, and these can be sent to you as soon as possible.

Kind regards
[Name]
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That's OK. I'd like them before the end of the week please, via special delivery.

What will I do with the waste?

Regards
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Dear Mr Dunning,

Further to our conversation last week myself and the damages manager have today been pushing for an early delivery of your replacement parts; the supplier has agreed to us a next day courier, however, since they are not able to access the parts in their warehouse until the end of the week the delivery will be on Monday 25th.

I hope this is suitable, I apologise this is longer than you wanted to wait but this is the fastest option available.

Kind regards,

[Name]
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[Name],

If this is the best they can do, it's the best they can do.

I am, of course, very disappointed. Your supplier has let you down, which reflects very bad on Oak Furniture Solutions.

All I ask now is that you pursue the supplier for compensation for the embarrassment they have caused you, and pass this benefit onto your client whose expectation is far from fulfilled.

I think this is a reasonable request.
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Dear Gary,

Thank you for your email. I have raised the issues in your email but at the moment as replacements for damaged pieces have been arranged compensation is not possible. I do appreciate the inconvenience caused by the quality issues and the subsequent need to accept another delivery, however, the general policy with damages is to offer a discount or replacement.

Kind regards

[Name]
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[Name],

Are there any special arrangements in place for Monday.

1. ETA
2. What should I do with the duff seats?

Regards
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THE ITEMS DID NOT ARRIVE AS ARRANGED
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[Name],

I am trying very hard to contain the feelings of disappointment one feels having been let down repeatedly by incompetent people.

Don't get me started about the shambles on Monday. Your colleagues should have told you by now that I took a day's annual leave from work after you told me the replacement goods would be delivered Monday 25th. I waited patiently all day and nothing was delivered. But that issue is minor compared to the next one. Please read on.

Can you recall that one of the seats could not be used due to poor construction. Well, because of that, I had no need to unwrap 1 set of legs. When I eventually unwrap the legs today, one of them is of the poor standard I have grown to expect from Astoria chairs. It is SPLIT along one corner. But, even this issue is minor compared to the next one, the best, which I save 'til last.

One of the replacement chairs you've sent is actually worse than the rubbish I named BOTCHUP 3 in my earlier complaint.

As you have failed me, I would like you to pass this matter higher in the organization for resolution.

I would like someone to examine the attached photos and tell me what they intend to do to repair this situation and the reputation of Oak Furniture Solutions.

Please ask someone to phone me on 07887
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Dear Mr Dunning,

I apologise there have been problems with your replacements. As I do not personally deal with the suppliers in regards to quality issues and you have requested to speak to someone else, I have asked our Customer Liaison Manager to call you later today, however, he will need to contact the supplier before he does so and therefore it will probably be late afternoon before you hear from him.

Kind regards

[Name]
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Hello,

Please forward this email to someone above [Name] or [Name], both of whom have consistently failed me as a customer.

I would like a senior member of your organization to contact me on 07887
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Hello,

Please forward this email to [Name]. I have read his responses to complaints on the Trust Pilot site. He may be interested in my comments about the company.

As ask for this as [Name] and [Name] have consistently failed me as a customer.

I would like [Name] to contact me on 07887
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Dear Mr Dunning,

With regards to the emails you have sent to our sales address; I am afraid as I am the Customer Services Manager and [Name] is the Customer Liaison Manager there is nobody more senior to deal with your complaint. [Name] the managing director is now away from the office for several weeks and does not usually deal with customers directly, however, you are welcome to write to him at our offices and I am sure he will consider your comments upon his return.

I have spoken with [Name] both yesterday and today about your order; I understand he is currently discussing the situation with the supplier but has emailed you to provide an update on his progress yesterday. I apologise that these matters take some time to resolve, however, we do not manufacture the Astoria chairs and therefore must seek the advice of the suppliers before we can advise on further action.

Kind regards,

[Name]
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I EVENTUALLY FIND OUT THERE'S ANOTHER MANAGER CALLED [Name]
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Dear Mr Dunning,

I have managed to get in contact with [Name] who has stated that
she will see what she can do on Monday when she returns. She has
stated that she cannot make any promises but will try her best and a
replacement may yet be an option.

I will contact you on Monday afternoon with an update.

Thank you for your patience.
Kindest Regards,

[Name]
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Dear Mr Dunning,

Apologies about the delay, I will call you later this afternoon; we
have been trying to gather the information that we require.

Kindest Regards,
[Name]
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Dear Mr Dunning,

As discussed we have arranged for our courier [Link] to deliver two Astoria Oak Dining Chairs. From this you can take one of the chairs and return the other and the remaining items that you have.

Once again I am sorry that we have been unable to arrange anything sooner. Unfortunately there would be too much chance of damage to these items if they were sent by courier.

I hope this helps.
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THE FURTHER REPLACEMENT SEATS ARE ALSO. ONE LOOKS LIKE IT HAS EXPRESSO COFFEE SPILLED DOWN THE BACK, BUT IT'S THE VARNISH. THE OTHER HAS A SIMILAR ISSUE AS THE OTHERS.
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FAO [Name]

Ref: DISSATISFACTION

Dear [Name],

I took receipt of a box of 2 Astoria chairs on 12th July. I opened the box for a quick look, but had to leave it as I, once again, had to leave work at short notice.

I suspected, due to the condition of the box, that it had been opened, and the contents examined. This is what I wanted (although your salesperson said it would not happen)....for the goods to be checked prior to despatch.

Having reopened the box today, it became quite obvious that, not only have the goods been opened and checked, but they are quite obviously 'returns'.

How do I know this. Well, neither of the chairs are perfect, and neither have the fire safety labels attached to them, which new chairs clearly do.

I feel now that my trust as a customer has been well and truly abused. And, quite frankly, I am well and truly hacked off with it all.


The other thing I must bring to your attention is this:

Dear Mr Dunning,

Many thanks for your feedback and please accept my sincerest apologies for the problems you have experienced with your order.
I apologise if you feel the chairs you received were of poor quality and understand this is unacceptable. Our Damages Manager and Customer Services Manager are doing their best to deal efficiently and promptly with the matter and I can see they have done so thus far.
However in order to solve the problem we do have to negotiate with our supplier and in this case they have not agreed to a replacement. I see they have sent replacements parts out and agreed at one point agreed to send out their repair company too.All we can do at this stage is offer compensation in combination with the replacement parts. I can see that we have also now arranged to send out a replacement chair which we currently have in stock.
We are currently reassessing our suppliers and the service they provide and will certainly keep this in mind during this process.
Once again please accept my deepest apologies for the problems you have experienced.

Kind Regards,
[Name],
Managing Director.

This is the message you posted on Trustpilot. At no stage have I been offered compensation in combination with replacement parts. I was offered it instead of replacement parts, which I felt was an absolute insult.

Your organization has failed to deliver on this one I'm afraid.

I am ready now to have someone come from the company to my home, so we can discuss this shambles further.

Regards
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Dear Mr Dunning,

As I have previously mentioned, I am afraid [Name] does not usually deal directly with customers. The best way to reach him is to write to him. With regards to your order the chairs were throughly checked by our warehouse who confirmed for us they were in excellent condition so I am very sorry to hear you have not found them to be in the same condition. I am afraid, however, there is nothing further we can offer other than a collection and refund of the chairs.

We will need the chairs to be packaged for transit and a refund will be processed once the collection has taken place.

Kind regards,

[Name]
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I am very disappointed indeed with this response. Clearly, the standards of your warehouse staff fall way below mine.

I'll contact [Name] via Trustpilot.

Oh, and of course, I will consider the current position. If I do agree to return the items, it will be the chairs, table and sideboard.

Thank you
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Dear Mr Dunning,

As I have previously mentioned, I am afraid [Name] does not usually deal directly with customers. The best way to reach him is to write to him. With regards to your order the chairs were throughly checked by our warehouse who confirmed for us they were in excellent condition so I am very sorry to hear you have not found them to be in the same condition. I am afraid, however, there is nothing further we can offer other than a collection and refund of the chairs.

We will need the chairs to be packaged for transit and a refund will be processed once the collection has taken place.

Kind regards,

[Name]
Customer Service Manager
Oak Furniture Solutions
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I am very disappointed indeed with this response. Clearly, the standards of your warehouse staff fall way below mine.

I'll contact [Name] via Trustpilot.

Oh, and of course, I will consider the current position. If I do agree to return the items, it will be the chairs, table and sideboard.

Thank you
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Dear Mr Dunning,

I am afraid we are unable to accept the return of the sideboard and table as they are undamaged and have been in your possession for over 30 days.

Please let me know whether or not you wish for me to contact our delivery company with regards to a collection.

Kind regards

[Name]
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AND THAT'S HOW IT WAS LEFT - PITY!


(UPDATED REVIEW 06/08/12)

Wednesday, July 04, 2012

Reply from Contempory Oak Furniture

Dear Mr Dunning,

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

I apologise if you feel the chairs you received were of poor quality and understand this is unacceptable. Our Damages Manager and Customer Services Manager are doing their best to deal efficiently and promptly with the matter and I can see they have done so thus far.

However in order to solve the problem we do have to negotiate with our supplier and in this case they have not agreed to a replacement. I see they have sent replacements parts out and agreed at one point agreed to send out their repair company too. All we can do at this stage is offer compensation in combination with the replacement parts. I can see that we have also now arranged to send out a replacement chair which we currently have in stock.

We are currently reassessing our suppliers and the service they provide and will certainly keep this in mind during this process.

Once again please accept my deepest apologies for the problems you have experienced.

Kind Regards,
Robin Hunt,
Managing Director.