Poor, aggressive and racist customer service.
Final edit: the rep utilised very racist stereotype's in regards to people of Asian or Russian decent as a defence mechanism which was strange. Do not support racist buisness's.
Ineffective communication, with a delivery being promised on two specific days. 0 communication from the courier until the following week to arrange a delivery. I called the company on Thursday of last week at 1532 and 1533, the second call was answered, I was assured the delivery would be chased up and that I would be called back right away. There was no call back. I waited for 1.5 hours for that call having to cancel plans due to waiting. The business also put the incorrect delivery address sending it to the wrong region of the UK. I then had a salesman try to blame myself as part of the reason for the delay due to not taking a phone call from a courier a week after the delivery was said to be coming to me.
The tone taken was one of invalidating what I was saying a rehashing their view without taking on my experience after it was discussed. My assumption was they felt me not answering my phone a week after a delivery date means I'm the reason it was late in the first place. Regardless don't use them, they're ineffective and unfriendly. I have been promised my product by the end of the week, I will update the review when and if I receive said product.
The response from the company on google reviews was as follows:
I am not a salesman, I am a customer service fanatic, here to help customers on good days, and on the very occasional bad day when there are issues, who happens to own the business.
This is just a ‘gentleman’ who thinks he can be abusive and get away with it,
Our process works very well between 70 and 80 times a week, and our customers appreciate that.
The process was initially totally ineffective because the customer wouldn’t answer his phone to the couriers, as he has also outlined,.
The couriers just wanted to agree delivery schedule to avoid wasting any ones time.
I was unaware of any problem until today when the couriers called me to advise that they were sending the chair back to me and I made contact with customer within 10 seconds of couriers advising me that there was a problem
Then it appeared that there was a genuine mistake with address, at our end, which I apologised for, which again was resolved within ten seconds of it being outlined.
Customer still wanted to have a go at me quoting Amazon as the standard, who ship hundreds, if not thousands, of boxes wrongly, ever day.
We aren’t, and can’t be, Amazon and in fact we have no desire to be.
Happy to accept the fact that we got it wrong with delivery address but the problem would actually have been resolved a week ago if he had answered his phone to courier.
Fortunately we do get it right 99.9% of the time.
We meet thousands of great customers, every year.
When we get it wrong we put our hands up and resolve at earliest opportunity.
I had arranged to deliver the chair overnight express tomorrow with the couriers but I think I will now cancel this order and refund rather than waste time trying to placate someone who wants to abuse and won’t accept his part in this whole unfortunate debacle.
My reponse/edit to clarify some points raised:
Edit: I can see my honesty wasn’t taken well. The fact they are lying about not being aware is a little bit concerning and sad.
On the Amazon point I made, I commented that Amazon would never leave a customer hanging waiting for a call back like they did. And that they are far politer and more apologetic when they make a mistake and usually offer compensation (something I didn’t ask for here as I never push for it.)
December 7, 2022
Unprompted review
