A simply horrendous experience
We ordered some furniture and both pieces turned up damaged. We went through the resolution process and were offered some money back to keep the furniture and avoid long redelivery etc. However, in one case a leg for a cabinet was bent and the middle leg of three was missing altogether - so much for QC! New legs were promised for the cabinet and would be delivered in 7 weeks as spare parts from the supplier. 7 weeks pass and no delivery so I phone up again. Now it'll be another 9 weeks! 9 weeks pass and no delivery so I phone again. Now they're sending a whole new cabinet and will take the other one away. More than 7 months to sort out a trivial problem. They refused to take legs from another cabinet and send them to me becuase that would muck up someone else's order - what a cheek. I pointed out that they had my money and hadn't sorted out my order, so why prioritise a new customer over me... oh yes, becuase they already took my cash so I can just choke it down, right. This is my last ever purchase from this company. If the replacement arrives in two weeks I'll genuinley be amazed, and also if the replacement isn't damaged considering that 80% of the items I've bought in two different orders have been damaged. Perhaps I've been exceptionally unlucky given the highly positive feedback on here, but I'd never recommend this company to anyone. Purchase from here and you are taking a risk in my opinion. If there was a zero star option I'd have rated them that.
Edited 6th April 2023
In a previous phone call your manager (who I had to fight tooth and nail to speak to) agreed he would send me an email detailing everything that's gone on with my order - he never did. I phoned up again the other day and again requested this email. Guess what, it never came. I actaully think there was another delay in my order not outlined above, maybe a 4 week delay, and once again I had to phone up then to find out it wasn't coming.
Now, on the issue of taking parts out of boxesto give to customers where a fault is identified, I was explicitly told that your business model does not allow that to happen. Just yesterday I told my experience to a friend who'd ordered a lot of your products as he'd moved house. The side of his bed was split so they sent a new one in the van and the driver took out the required piece and fitted it to the rest of the bed that they'd left behind. He paid for the assemly etc, so I'm wondering if you have a tiered system of service where those that pay for installation and removal of boxes can get replacement parts whereas those who don't get to wait for 7 months and are told that you don't do that. Your manager told me that the legs had to come from the supplier and that you couldn't take them out of a box as it would cause an issue with a future sale or recent order. This is contradictory to what my friend expeirneced - he's happy to supply his order number if you need it to prove the contradiction.
There's so much wrong with your entire business model and service that I'm amazed you're still in business altogether. How, literally how, can it take 7 months to not get hold of two legs for a cabinet you're openly selling on your site, eventually just giving up and delivering a new one. And then the rub is that the money back for damage to the original one is now to be treated as goodwill with exchange of a new unit, not recognising the fact that we've waited the best part of 2/3 of a year for something we've paid for to be delivered. Your operation is an absolute disgrace.
April 3, 2023
Unprompted review
